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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.
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