An Application of the Balanced Scorecard to Public Transit System Performance Assessment
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An Application of the Balanced Scorecard to Public Transit System Performance Assessment
學生 : 9932039 游智涵
組織管理與運輸個案應用期末報告
指導老師 : 任維廉
Jason Keith Phillips, Transportation
9932040 廖家慧
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Contents Abstract The Balanced Scorecard The Metrics of Public Transit Case 平衡計分卡的優缺點與障礙 Conclusion Reference
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Abstract
This article has 3 primary purposes:
To explore the concept of the balanced scorecard and its applicability to public transit system performance assessment.
To provide a comprehensive list of performance constructs and measures.
To develop a “shopping list” of performance measures for managers.
Abstract BSC Metrics Case 優缺點 Conclusion
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What Is The Balanced Scorecard A tool of performance management
Kaplan and Norton (1992)
- Four metrics for private sector organizations
1. The Financial Perspective 2. The Internal Business Perspective 3. The Customer Perspective 4. The Innovation and
Learning Perspective
Abstract BSC Metrics Case 優缺點 Conclusion
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BSC 循環過程圖共同意願
公司戰略
具體目標(4個方面 )
績效評估指標(4個方面 )
調整
生產
轉化
設置
回饋
Abstract BSC Metrics Case 優缺點 Conclusion
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ExampleAbstract BSC Metrics Case 優缺點 Conclusion
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The Balanced Scorecard for Public Transit Systems
Private sector organization- Financial 、 Internal Business 、 Customer 、 Innovation and Learning
Public sector organization- Effectiveness 、 Efficiency
Public transit- Effectiveness 、 Efficiency 、 Impact
Abstract BSC Metrics Case 優缺點 Conclusion
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The Balanced Scorecard for Public Transit Systems
Are We Doing Right Things?
Efficiency PerspectiveGoals/Constructs Measures
Effectiveness PerspectiveGoals/Constructs Measures
Impact PerspectiveGoals/Constructs Measures
Are We Doing Things Right?
Are We Producing the Externalities We Intend?
the metrics of public transit
Abstract BSC Metrics Case 優缺點 Conclusion
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The Metrics of Public Transit - Efficiency Indicate the extent to which the government produces a
given output with the least possible use of resources.
Abstract BSC Metrics Case 優缺點 Conclusion
Goals / Constructs
Labor Efficiency
Vehicle Efficiency
Profit Maximization / Loss Minimization
Self-Sufficiency
Energy / Fuel Efficiency
Maintenance Efficiency
Maximization of Produced Output Per Dollar of Cost
Maximization of Consumed Output Per Dollar of Cost
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The Metrics of Public Transit - Efficiency
Abstract BSC Metrics Case 優缺點 Conclusion
Goals / Constructs Measure Source
Labor Efficiency Annual Bus Miles per Operator Allen & Zapalac (1982)
Annual Passengers Miles per Employee Miller (1980)
… …
… …
… …
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The Metrics of Public Transit - Effectiveness Comparison of produced output to intended output or
objectives.
Measures of effectiveness are concerned with the extent to which the service is provided. quantity, location, …. , etc.
Abstract BSC Metrics Case 優缺點 Conclusion
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The Metrics of Public Transit - Effectiveness
Goals / ConstructsUtilization of ServiceSecurityAccessibilityOperating SafetyPassenger ConvenienceFrequency of ServiceReliability of ServiceSpeed of ServiceService QualityPassenger ComfortGeneral Public Satisfaction
Abstract BSC Metrics Case 優缺點 Conclusion
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The Metrics of Public Transit - Impact Describe the macro effects of public transit and reflects the
efficiency and effectiveness of transit, as well as external and indirect effects on social wellbeing, economic development, and environmental quality.
Goals / Constructs
Accessibility of the Transit-Dependent
Urban Development/Revitalization
Attraction and Retention of Commuter Traffic
Pollution Reduction
Reduction of Congestion
Reduction of Energy Consumption
Abstract BSC Metrics Case 優缺點 Conclusion
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Case 策略背景 :
台中市某家客運公司 super-bus ,於一年前開始營運一條新的公車路線,如今該公司業者想使用平衡計分卡來評估該路線的績效,以做為未來努力的目標。
問 :
1. 在這樣的背景下,會選擇哪些 goals 作為評估的方向 ?
Abstract BSC Metrics Case 優缺點 Conclusion
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The Metrics of Public Transit - Efficiency Indicate the extent to which the government produces a
given output with the least possible use of resources.
Goals / ConstructsLabor EfficiencyVehicle EfficiencyCapital EfficiencyEnergy / Fuel EfficiencyMaintenance EfficiencyPublic Transit Efficiency
Abstract BSC Metrics Case 優缺點 Conclusion
是否有效使用員工購買此大眾運輸運具,是否有效使用是否讓營收最大化,損失最小化是否有效使用能源是否有效維護包括了服務品質、 output等等
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The Metrics of Public Transit - Effectiveness
Goals / ConstructsUtilization of ServiceSecurityAccessibilityOperating SafetyPassenger ConvenienceFrequency of ServiceReliability of ServiceSpeed of ServiceService QualityPassenger ComfortGeneral Public Satisfaction
Abstract BSC Metrics Case 優缺點 Conclusion
真正使用這項運輸服務的旅客人數在運具上或運輸設施內遭受的人為傷害可及性運輸系統造成的身體傷害旅客到達目的地做的努力提供給旅客服務的頻率,如公車班次是否達成給旅客的諾言從 A地到 B地所需的時間運輸服務的品質車內是否擁擠、吵雜、溫度是否合宜等因素民眾對於大眾運輸服務的整體認知
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The Metrics of Public Transit - Impact Describe the macro effects of public transit and reflects the
efficiency and effectiveness of transit, as well as external and indirect effects on social wellbeing, economic development, and environmental quality.
Goals / Constructs
Accessibility of the Transit-Dependent
Urban Development/Revitalization
Attraction and Retention of Commuter Traffic
Pollution Reduction
Reduction of Congestion
Reduction of Energy Consumption
Abstract BSC Metrics Case 優缺點 Conclusion
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平衡計分卡範例
Labor
Abstract BSC Metrics Case 優缺點 Conclusion
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Case 策略背景 :
台中市某家客運公司 super-bus ,於兩年前開始營運一條新的公車路線,如今該公司業者想使用平衡計分卡來評估該路線的績效,以做為未來努力的目標。
問 :
1. 在這樣的背景下,會選擇哪些 goals 作為評估的方向 ?
2. 使用平衡計分卡會產生哪些優點與缺點 ?
Abstract BSC Metrics Case 優缺點 Conclusion
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優點 使整個組織行動一致,服務於公司戰略。
能有效地將組織的戰略轉化為組織各層的績效目標和行動。
有助於員工對組織目標的溝通和理解
通過實施 BSC ,提高組織整體管理水平
Abstract BSC Metrics Case 優缺點 Conclusion
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缺點 不容易確定績效的衡量指標
當組織戰略或結構變更的時候,平衡計分卡也應當隨之重新調整
較難執行
平衡計分卡無法引導管理者提高績效的方法
Abstract BSC Metrics Case 優缺點 Conclusion
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障礙 溝通與共識上的障礙
組織與管理系統方面的障礙
信息交流方面的障礙
對績效考核認識方面的障礙
Abstract BSC Metrics Case 優缺點 Conclusion
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Conclusion This article explored the balanced scored approach and
how it can be applied to the assessment of public transit system performance.
This article also developed a “shopping list” of performance measures for managers
This list of transit system goals and performance measures may benefit the conducting of future research.
Abstract BSC Metrics Case 優缺點 Conclusion
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Reference http://wiki.mbalib.com/zh-tw/
%E5%B9%B3%E8%A1%A1%E8%AE%A1%E5%88%86%E5%8D%A1
https://balancedscorecard.org/Resources/AbouttheBalancedScorecard/tabid/55/Default.aspx