運(yùn)輸績(jī)效評(píng)估

1、7. 運(yùn)輸績(jī)效評(píng)估：An Application of the Balanced Scorecard to Public Transit System Performance AssessmentPhillips, J.K.Transportation Journal, 43(1), p.26-55, 2004.報(bào)告人：吳維真指導(dǎo)老師：任維廉 老師日期：2008.1.151Outlines前言平衡計(jì)分卡(BSC)大眾運(yùn)輸?shù)臉?gòu)面(metrics)運(yùn)輸績(jī)效量度的理論與方法1. 效率構(gòu)面2. 效能構(gòu)面3. 衝擊構(gòu)面結(jié)論2前言(1/2)大眾運(yùn)輸：預(yù)算龐大公眾的檢視公、私部門目標(biāo)之差異：私追求利潤(rùn)最大公

2、much more than simply profitability如何確實(shí)評(píng)估政府部門的績(jī)效？研究目的：1. 探討B(tài)SC的概念與其在大眾運(yùn)輸系統(tǒng)績(jī)效評(píng)估的適用性2. 提供一組針對(duì)大眾運(yùn)輸績(jī)效評(píng)估的綜合性清單3. 發(fā)展績(jī)效量測(cè)的”shopping list”供大眾運(yùn)輸?shù)墓芾碚甙l(fā)展 BSC時(shí)選擇3前言(2/3)BSCBalanced Scorecard Approach一種績(jī)效衡量制度與策略、報(bào)酬制度相結(jié)合的策略管理工具1992，Dr. R. Kaplan (Harvard Business School) & D. Norton (Nolan, Norton, & Company) 根據(jù)許多

3、發(fā)展出創(chuàng)新績(jī)效衡量系統(tǒng)公司進(jìn)行個(gè)案研究之結(jié)果成為企業(yè)績(jī)效管理使用之衡量架構(gòu)之一“What you measure is what you get”4前言(3/3)BSC最初發(fā)展是專門針對(duì)私部門私部門組織的四個(gè)構(gòu)面：1. 財(cái)務(wù)觀點(diǎn)2. 企業(yè)內(nèi)部觀點(diǎn)3. 顧客觀點(diǎn)4. 創(chuàng)新與學(xué)習(xí)觀點(diǎn)1990中期，BSC開(kāi)始發(fā)展於公部門2003，Arveson建議公部門採(cǎi)”效率”、”效能”構(gòu)面本文考量了大眾運(yùn)輸對(duì)社會(huì)的整體影響(macro effects)，建議加入：”衝擊”5大眾運(yùn)輸?shù)臉?gòu)面(1/2)1.效率(Efficiency)政府在固定生產(chǎn)(output)下盡可能使用最少的資源(input)“do thing

4、s right.”2.效能(Effectiveness)實(shí)際產(chǎn)出(produced output)與計(jì)畫產(chǎn)出(intended output)or目標(biāo)之差異；是否符合市民需要？“do the right things.” 3.衝擊(Impact)大眾運(yùn)輸對(duì)社會(huì)整體的外在、間接影響社會(huì)福利、經(jīng)濟(jì)發(fā)展、環(huán)境品質(zhì)6大眾運(yùn)輸?shù)臉?gòu)面(2/2)Are we doing things right ?Are we doing the right things ?Are we producing the externalities we intend ?7運(yùn)輸績(jī)效量度的理論與方法(1/1)文獻(xiàn)指出運(yùn)輸績(jī)效量度的

5、分類之原因：效率與效能在基礎(chǔ)上的不同不將兩者分開(kāi)可能造成量度項(xiàng)目的混淆效率指出運(yùn)輸系統(tǒng)中的相對(duì)績(jī)效效能單一個(gè)系統(tǒng)於特定環(huán)境下某段時(shí)間內(nèi)之相對(duì)績(jī)效衝擊量化社會(huì)福利、經(jīng)濟(jì)發(fā)展、環(huán)境品質(zhì)之影響分類方法：效度衡量之研究運(yùn)輸目標(biāo)、目的之文獻(xiàn)檢閱business, political science, & other social sciences之相關(guān)文獻(xiàn)8效率構(gòu)面(1/6)效率的概念可被分為”input” & “output”兩面Input：運(yùn)輸系統(tǒng)使用資源的能力&影響生產(chǎn)因素Labor, equipment, capital, and energyOutput：運(yùn)輸系統(tǒng)固定資源下之最大生產(chǎn)能力運(yùn)輸服

6、務(wù)的程度可分為：1. 服務(wù)的量 (supply, how much transit service exsits?)2. 服務(wù)品質(zhì) (how good is the service?)3. 成本/收益Maximization of produced output per dollar costMaximization of consumed output per dollar cost9效率構(gòu)面(2/6)Labor Efficiency約佔(zhàn)運(yùn)輸系統(tǒng)總成本的80%關(guān)鍵績(jī)效指標(biāo)亦可稱為：“l(fā)abor productivity” or “l(fā)abor utilization”Goals/Constru

7、ctsmeasureLabor efficiencyAnnual bus miles per operatorAnnual passengers per employeeAnnual vehicle-hours per annual employee-hourPassenger miles per employee hourPassengers per driver pay hourPeak vehicles per operating employeePeak vehicles per operating personnel10效率構(gòu)面(3/6)Goals/Constructsmeasure

8、Vehicle efficiency% vehicle operating at peakAnnual passenger per vehicleAnnual vehicle miles of service per vehicleRevenue capacity miles per vehicle mileSystem-wide revenue hours per vehicleTotal vehicle hours per busVehicle hours per peak vehicle requirementVehicle Efficiency大眾運(yùn)輸花費(fèi)高額成本投資亦可稱為：“veh

9、icle productivity” or “vehicle utilization”11效率構(gòu)面(4/6)Capital Efficiency兩個(gè)子概念：利潤(rùn)最大/虧損最小避免政府赤字發(fā)生自給自足政府原則上不希望大眾運(yùn)輸有太高的利潤(rùn)評(píng)估大眾所願(yuàn)意付給營(yíng)運(yùn)者的費(fèi)率以合理訂價(jià)自給自足吸引大眾Goals/ConstructsmeasureProfit maximization/ Loss minimizationAverage cost per vehicle hourCost per tripOperator cost per passengerPassenger revenue per ope

10、rating expenseSelf-sufficiencyOperating revenue per operating expenseOperating revenue per operating subsidySubsidy per passenger12效率構(gòu)面(5/6)Energy/Fuel Efficiency運(yùn)輸成本主要項(xiàng)目運(yùn)輸系統(tǒng)的共同目標(biāo)：最大化燃料效率Goals/ConstructsmeasureEnergy/Fuel EfficiencyEnergy consumption per revenue vehicle hourEnergy consumption per re

11、venue vehicle mileFuel cost per vehicle-mileGallons of fuel per passengerPassenger-miles per gallonRevenue vehicle miles per gallon dieselTotal vehicle miles per gallons of fuel consumed13效率構(gòu)面(6/6)Maintenance Efficiency固定成本下，如何有效維護(hù)系統(tǒng)正常運(yùn)作故障：金錢成本、顧客滿意成本Goals/ConstructsmeasureMaintenance Efficiency1,00

12、0,000 vehicle miles per roadcallAnnual bus miles per roadcallLost vehicle-miles per breakdownMaintenance cost per maintenance man-hoursMaintenance cost per vehicleMean time to repair per breakdownMaintenance cost per seat mile14效能構(gòu)面(1/6)效能的概念可由比較”produced output”&”intended output”表示提供的服務(wù)：品質(zhì)、區(qū)位、特色是否合

13、乎政府標(biāo)的與市民需求？Utilization of service, Security, Accessibility, Operating safety, Passenger convenience, Frequency of service, Reliability of service, Speed of service, Service quality, Passenger comfort, General public satisfaction15效能構(gòu)面(2/6)Utilization of servic多少人真正使用運(yùn)輸服務(wù)亦可稱為：“usage levels” or “servi

14、ce utilization”Goals/ConstructsmeasureUtilization of serviceLoad factorPassenger mile per employee hourPassenger trips per peak vehiclePassengers per service area populationRevenue passengers per capacityTotal annual passengers/ service area populationTotal passengers per revenue vehicle mile16效能構(gòu)面(

15、3/6)Security運(yùn)輸工具的安全性將影響大眾的流動(dòng)安全隱憂：選擇他種運(yùn)具Accessibility將乘客送至目的地的能力Goals/ConstructsmeasureSecurityNumber of crime incident related to transportationAccessibility% of residents more than 1 hour from key destinations% of residents not within “X” min of public transit servicePercent employment servedPercen

16、t of population servedPercent transit-dependent served17效能構(gòu)面(4/6)Operating safety使用者非使用者的實(shí)質(zhì)傷害，以及財(cái)物損失Passenger convenienceHow easily can transit patrons use?與可及性、服務(wù)頻率、服務(wù)速度高度相關(guān)Goals/ConstructsmeasureOperating safetyNumber of accidents per vehicle mileNumber of injuries per vehicle mileTotal revenue mi

17、les per accident1,000,000 vehicle mile per accidentVehicle miles per accidentPassenger conveniencecitizen perception of travel convenience18效能構(gòu)面(5/6)Frequency of service乘客可接受的班距Reliability of service所提供之服務(wù)是否符合給定之承諾Speed of service兩地所需花費(fèi)之時(shí)間Goals/ConstructsmeasureFrequency of serviceFrequency of perfo

18、rmanceReliability of serviceLetter of complaintLost vehicle-kmsOn-time performanceDeviation from schedule / Ave passenger waiting timeSpeed of serviceOperating speedTime required to travel between major origin & destination points19效能構(gòu)面(6/6)Service quality所提供的服務(wù)品質(zhì)給旅客之觀感：轉(zhuǎn)乘便利性、潔淨(jìng)、駕駛員表現(xiàn)Passenger comfo

19、rt擁擠度、噪音、溫度General public satisfaction大眾對(duì)特定地區(qū)所提供服務(wù)的滿意度Goals/ConstructsmeasureService quality% on-time arrivals% transfersAverage bus ageNumber of vehicles per route milePercent trips missedPassenger comfortIndex to road surface qualityCitizen perception of travel comfortGeneral public satisfactionCi

20、tizen perception of overall adequacy of transportation services20衝擊構(gòu)面(1/6)Accessibility of the transit-dependent (elderly/disabled/lower income)Urban development/ revitalization Attraction and retention of commuter trafficPollution reductionReduction of congestionReduction of energy consumption21衝擊構(gòu)

21、面(2/6)Accessibility of the transit-dependent提供服務(wù)給大眾運(yùn)輸依賴者Urban developmen/revitalization目標(biāo)：控制都市發(fā)展與提升弱勢(shì)地區(qū)Attraction and retention of commuter traffic提供國(guó)家運(yùn)輸收入並正面影響未使用大眾運(yùn)輸?shù)膫€(gè)體Goals/ConstructsmeasureAccessibility of the transit-dependent% elderly and handicapped served% route miles in low income areaPassengers per elderly populationPercent transit dependent servedTotal vehicle hours per elderly serv