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Draft Report

Procuring, Managing, and Evaluating the Performance of Contracted TMC Services

Schedule Adherence – meeting specified hours of operation,

Staffing Adherence – meeting minimum staffing requirements,

Timeliness – meeting specified response times, and

Accuracy – meeting the contract specification for taking the correct or appropriate actions.

Performance Variable Classification

Still another classification scheme for organizing performance measures is to group them according to the type of characteristic they capture.  In this scenario, typical measure categories would include:

Productivity – measures showing the relationship between physical inputs and outputs,

Quality – measures showing typical ratings of value or excellence, such as number of defects, or problems, or customer satisfaction,

Timeliness – measures focusing on the time aspects of performance, such as meeting deadlines,

Cycle Time – measures focusing on how long it takes something to get done, such as the repair time associated with a field device,

Resource utilization – measure comparing the resources used, vs. available, typically expressed as a percentage or ratio,

Costs – measures focusing on per unit costs for key tasks.

Time –Based Classification

A final example of a classification scheme focuses on the timing aspects of when tasks are performed in order to categorize different types of measures.  Typical types of measures in this system include:

Baseline – measures that answer the question of “Where is the starting point?”,

Trending – measures that answer the question of “How is something changing over time?”,

Control – measures that answer of the question of “Is my system within a pre-determined boundary?”,

Diagnostic – measures that answer the question of “Where is the problem area?”, and

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