“Meeting Customer Expectations Through Performance ... - nasto

gurglejapaneseManagement

Nov 18, 2013 (3 years and 8 months ago)

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“Meeting Customer Expectations
Through Performance
Measurement in New Hampshire”

Christopher D. Clement, Sr.

June 10, 2013

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What’s our strategy?

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How is our performance linked to our strategy?

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How do we gauge customer satisfaction?

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How satisfied are our customers?

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What are our customer’s priorities?

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Some measures involve other state agencies


Safety

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and Environment.

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“Asset Management ties the agency’s strategic goals
and performance measures to the maintenance and
capital program that it delivers”



“The cycle is completed by having measures that
determine the effectiveness of programs in achieving
outcomes (safety, asset condition, travel times, etc)
and the effectiveness in completing the programs
(projects completed on time and on budget, etc)”



“Transportation Asset Management directly ties
essential business processes to quantitative measures
of its performance”


AASHTO TAM Guide

It’s Linked to Asset Management

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and Linked to NHDOT’s Ten Year Plan

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The earlier session made a strong case for focusing on our
customers as we prioritize activities and allocate resources



To meet the expectations of our customers:



Communicate Effectively
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Performance measures can quantify the current
condition and performance of the transportation
system in an understandable way.



Asset Management can compare the future
condition and performance of the transportation
system with different prioritizations and

resource allocations



To sum up:

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Discussion around the development of project
selection criteria will indicate the priorities of our
customers.



Customer surveys close the loop by gauging the
satisfaction of our customers with the
transportation system and with agency
performance




Continued…

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For more information, visit the NHDOT website at:

www.nh.gov/dot/commissioner/index.htm

Questions?

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