Journal
INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
Volume 22, Issue 5-6, Pages 693-720Publisher
EMERALD
DOI: 10.1108/01443570210427695
Keywords
performance measurement; process efficiency; service quality; customer satisfaction; service operations; competitive strategy
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This paper reports a study that was carried out to obtain comprehensive Performance ratings to gauge the productive and service quality performance of a public transit company using a recent performance measurement method called operational competitiveness rating (OCRA) analysis. The computed ratings incorporate the cost and revenue efficiency of operations, quality of service experience as perceived by commuters, and the quality of service delivery in specific areas measured internally. The ratings reject the strategic priorities the company assigns to the financial and customer service implications of its operations. We demonstrate OCRA's use as a diagnostic tool to examine a series of scenarios to construct Performance profiles corresponding to different managerial priorities.
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