Developing Key Performance Indicators to Meet Customer ...
Developing Key Performance Indicators to meet Customer ExpectationsJonathan YipManager of Operations Analysis and PlanningUtah Transit AuthorityAgenda Understand Customer Experience KPI Development Process On-time Reliability Example Making KPI Actionable Take AwayUnderstand Customer Experience: A Transit TripKPI Development Process Determine Customer Expectation Define Measure Develop Monitoring & Measurement Procedure Establish Baseline Develop StandardPredictable ScheduleMinimum Wait TimeOn-time PerformanceOn-time = 0 to 4 minute 59 second Industry Best PracticeMeasure controllable by UTAGet agreement with Business UnitsSMART: specific, measurable, attainable, relevant and timely Determine Customer Expectation Define Measure Develop Monitoring & Measurement Procedure Establish Baseline Develop StandardIdentify Current & Historical Performance200620072008200920102011On-Ti me %61%73%82%86%86%87%0%10%20%30%40%50%60%7 0%80%90%100%Fixed-Route On-Time Performance (Act) %Result: 2012 On-time Goal: 88%Long-term Goal: 95%Considering the Customer ExperienceAs a commuter going to and from work using transit: 2 trip a day (to/from work) X 5 work days (Mon- Fri) = 10 trips a week If 2 trips are disrupted in a week, on-time Performance = 80% If 1 trips are disrupted in a week = 90%Make Key Performance Indicators ActionableProblem Identification and Root Cause AnalysisScheduling ImprovementOperator Performance EvaluationOperation SupervisorO
Developing Key Performance Indicators to Meet Customer Expectations Jonathan Yip ... performance = 80% •If 1 trips are disrupted in a week = 90%. Make Key Performance Indicators Actionable. Problem Identification and Root Cause Analysis. Scheduling Improvement.
Download Developing Key Performance Indicators to Meet Customer ...
Information
Domain:
Source:
Link to this page:
Please notify us if you found a problem with this document:
Related search queries
Developing Collaborative Key Performance Indicators, Performance indicators, Performance, Balanced Key Performance Indicators in Product, Developing, Key indicators, CHALLENGES WHEN DEVELOPING PERFORMANCE, CHALLENGES WHEN DEVELOPING PERFORMANCE INDICATORS, Developing Key Performance Indicators, Key performance indicators for airports, Key performance indicators, Developing Key Performance Indicators KPIs, Key performance, Transportation, Transportation performance, Diagnosing Transportation, Key Performance Indicator, DEVELOPING RELEVANT KEY PERFORMANCE, Developing relevant key performance indicators, Developing Relevant Key Performance Indicators for Public Sector