Chapter 6: Performance Evaluation Frameworks^a

Transport businesses in the private and public sector are increasingly committing themselves to performance evaluation. There are many reasons why such an interest is growing, including the desire to deliver services more efficiently and effectively as well as an opportunity to understand better the contribution of an organization's range of activities to its overall performance. Performance indicators are designed, through reflection, to encourage continuous improvement in the sense of “doing things right.” The very process, however, can assist in clarifying objectives and responsibilities by moving beyond “doing things right” to signaling an opportunity to “do the right things.” It can make performance more transparent regardless of the nature of markets in which a transport business is operating and regardless of whether the intent of business is profit maximization of some set of social objectives.