运输绩效评估

7.運輸績效評估：AnApplicationoftheBalancedScorecardtoPublicTransitSystemPerformanceAssessmentPhillips,J.K.TransportationJournal,43(1),p.26-55,2004.報告人：吳維真指導老師：任維廉老師日期：2008.1.152Outlines前言平衡計分卡(BSC)大眾運輸的構面(metrics)運輸績效量度的理論與方法1.效率構面2.效能構面3.衝擊構面結論3前言(1/2)大眾運輸：預算龐大→公眾的檢視公、私部門目標之差異：私—追求利潤最大公—muchmorethansimplyprofitability如何確實評估政府部門的績效？研究目的：1.探討BSC的概念與其在大眾運輸系統績效評估的適用性2.提供一組針對大眾運輸績效評估的綜合性清單3.發展績效量測的”shoppinglist”供大眾運輸的管理者發展BSC時選擇4前言(2/3)BSC—BalancedScorecardApproach一種績效衡量制度與策略、報酬制度相結合的策略管理工具1992，Dr.R.Kaplan(HarvardBusinessSchool)&D.Norton(Nolan,Norton,&Company)根據許多發展出創新績效衡量系統公司進行個案研究之結果成為企業績效管理使用之衡量架構之一“Whatyoumeasureiswhatyouget”5前言(3/3)BSC最初發展是專門針對私部門私部門組織的四個構面：1.財務觀點2.企業內部觀點3.顧客觀點4.創新與學習觀點1990中期，BSC開始發展於公部門2003，Arveson建議公部門採”效率”、”效能”構面本文考量了大眾運輸對社會的整體影響(macroeffects)，建議加入：”衝擊”6大眾運輸的構面(1/2)1.效率(Efficiency)政府在固定生產(output)下盡可能使用最少的資源(input)“dothingsright.”2.效能(Effectiveness)實際產出(producedoutput)與計畫產出(intendedoutput)or目標之差異；是否符合市民需要？“dotherightthings.”3.衝擊(Impact)大眾運輸對社會整體的外在、間接影響社會福利、經濟發展、環境品質7大眾運輸的構面(2/2)EfficiencyperspectiveGoals/ConstructsMeasuresEffectivenessperspectiveGoals/ConstructsMeasuresImpactperspectiveGoals/ConstructsMeasuresArewedoingthingsright?Arewedoingtherightthings?Areweproducingtheexternalitiesweintend?8運輸績效量度的理論與方法(1/1)文獻指出運輸績效量度的分類之原因：效率與效能在基礎上的不同不將兩者分開可能造成量度項目的混淆效率—指出運輸系統中的相對績效效能—單一個系統於特定環境下某段時間內之相對績效衝擊—量化社會福利、經濟發展、環境品質之影響分類方法：效度衡量之研究運輸目標、目的之文獻檢閱business,politicalscience,&othersocialsciences之相關文獻9效率構面(1/6)效率的概念可被分為”input”&“output”兩面Input：運輸系統使用資源的能力&影響生產因素Labor,equipment,capital,andenergyOutput：運輸系統固定資源下之最大生產能力運輸服務的程度可分為：1.服務的量(supply,howmuchtransitserviceexsits?)2.服務品質(howgoodistheservice?)3.成本/收益MaximizationofproducedoutputperdollarcostMaximizationofconsumedoutputperdollarcost10效率構面(2/6)LaborEfficiency約佔運輸系統總成本的80%關鍵績效指標亦可稱為：“laborproductivity”or“laborutilization”Goals/ConstructsmeasureLaborefficiencyAnnualbusmilesperoperatorAnnualpassengersperemployeeAnnualvehicle-hoursperannualemployee-hourPassengermilesperemployeehourPassengersperdriverpayhourPeakvehiclesperoperatingemployeePeakvehiclesperoperatingpersonnel…11效率構面(3/6)Goals/ConstructsmeasureVehicleefficiency%vehicleoperatingatpeakAnnualpassengerpervehicleAnnualvehiclemilesofservicepervehicleRevenuecapacitymilespervehiclemileSystem-widerevenuehourspervehicleTotalvehiclehoursperbusVehiclehoursperpeakvehiclerequirement…VehicleEfficiency大眾運輸花費高額成本投資亦可稱為：“vehicleproductivity”or“vehicleutilization”12效率構面(4/6)CapitalEfficiency兩個子概念：利潤最大/虧損最小避免政府赤字發生自給自足政府原則上不希望大眾運輸有太高的利潤評估大眾所願意付給營運者的費率以合理訂價自給自足吸引大眾Goals/ConstructsmeasureProfitmaximization/LossminimizationAveragecostpervehiclehourCostpertripOperatorcostperpassengerPassengerrevenueperoperatingexpense…Self-sufficiencyOperatingrevenueperoperatingexpenseOperatingrevenueperoperatingsubsidySubsidyperpassenger…13效率構面(5/6)Energy/FuelEfficiency運輸成本主要項目運輸系統的共同目標：最大化燃料效率Goals/ConstructsmeasureEnergy/FuelEfficiencyEnergyconsumptionperrevenuevehiclehourEnergyconsumptionperrevenuevehiclemileFuelcostpervehicle-mileGallonsoffuelperpassengerPassenger-milespergallonRevenuevehiclemilespergallondieselTotalvehiclemilespergallonsoffuelconsumed…14效率構面(6/6)MaintenanceEfficiency固定成本下，如何有效維護系統正常運作故障：金錢成本、顧客滿意成本Goals/ConstructsmeasureMaintenanceEfficiency1,000,000vehiclemilesperroadcallAnnualbusmilesperroadcallLostvehicle-milesperbreakdownMaintenancecostpermaintenanceman-hoursMaintenancecostpervehicleMeantimetorepairperbreakdownMaintenancecostperseatmile…15效能構面(1/6)效能的概念可由比較”producedoutput”&”intendedoutput”表示提供的服務：品質、區位、特色是否合乎政府標的與市民需求？Utilizationofservice,Security,Accessibility,Operatingsafety,Passengerconvenience,Frequencyofservice,Reliabilityofservice,Speedofservice,Servicequality,Passengercomfort,Generalpublicsatisfaction16效能構面(2/6)Utilizationofservic多少人真正使用運輸服務亦可稱為：“usagelevels”or“serviceutilization”Goals/ConstructsmeasureUtilizationofserviceLoadfactorPassengermileperemployeehourPassengertripsperpeakvehiclePassengersperserviceareapopulationRevenuepassengerspercapacityTotalannualpassengers/serviceareapopulationTotalpassengersperrevenuevehiclemile…17效能構面(3/6)Security運輸工具的安全性將影響大眾的流動安全隱憂：選擇他種運具Accessibility將乘客送至目的地的能力Goals/ConstructsmeasureSecurityNumberofcrimeincidentrelatedtotransportationAccessibility%ofresidentsmorethan1hourfromkeydestinations%ofresidentsnotwithin“X”minofpublictransitservicePercentemploymentservedPercentofpopulationservedPercenttransit-dependentserved…18效能構面(4/6)Operatingsafety使用者非使用者的實質傷害，以及財物損失PassengerconvenienceHoweasilycantransitpatronsuse?與可及性、服務頻率、服務速度高度相關Goals/ConstructsmeasureOperatingsafetyNumberofaccidentspervehiclemileNumberofinjuriespervehiclemileTotalrevenuemilesperaccident1,000,000vehiclemileperaccidentVehiclemilesperaccident…Passengerconveniencecitizenperceptionoftravelconvenience19效能構面(5/6)Frequencyofservice乘客可接受的班距Reliabilityofservice所提供之服務是否符合給定之承諾Speedofservice兩地所需花費之時間Goals/ConstructsmeasureFrequencyofserviceFrequencyof