Technical Report Documentation Page

1. Report No.

FHWA-HOP-10-029

2. Government Accession No.

3. Recipient's Catalog No.

4. Title and Subtitle

The Use of Operations Objectives and Performance Measures in Private and Public Organizations

White Paper

5. Report Date

February 2010

6. Performing Organization Code

7. Author(s)

Jocelyn Bauer, Kelley Pecheux, Michael Smith, Zachary Fletcher

8. Performing Organization Report No.

9. Performing Organization Name and Address

Science Applications International Corporation (SAIC)
8301 Greensboro Drive
McLean, VA 22102

10. Work Unit No. (TRAIS)

11. Contract or Grant No.

DTFH61-06-D-00005

12. Sponsoring Agency Name and Address

United States Department of Transportation
Federal Highway Administration
1200 New Jersey Ave., SE
Washington, DC 20590

13. Type of Report and Period Covered

14. Sponsoring Agency Code

15. Supplementary Notes

Mr. Richard Backlund, Federal Highway Administration, COTM

16. Abstract

This paper examines lessons and insights from private companies and public organizations that may apply to agencies in the United States working to advance transportation planning for operations using a strategic approach. The use of specific objectives and performance measures to manage operational performance is common practice among self-sustaining private and public organizations that are responsible for generating sufficient revenue to meet costs and, in some cases, produce profit. Based on the information gathered, several useful practices were identified for consideration in transportation planning for operations including developing of a balanced set of objectives and performance measures and assigning weights to objectives based on their impact on customer satisfaction.

17. Key Words

Performance management, quality improvement, operations objectives, performance measures, transportation planning, management and operations, private sector.

18. Distribution Statement

No restrictions.

19. Security Classification (of this report)

Unclassified

20. Security Classification (of this page)

Unclassified

21. No of Pages

22. Price

N/A

Form DOT F 1700.7 (8-72)

Reproduction of completed page authorized.