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Case 6-1 Question Answers 1. I disagree with Chief Scott’s reluctance to place emphasis on the

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Case 6-1 Question Answers

1. I disagree with Chief Scott’s reluctance to place emphasis on the “number of passengers per day.” This data point is necessary to track revenue and adequately accommodate the rider population.
2. There is one overlapping effectiveness measures that should be tracked for the trains and buses: number of passengers per day. There are three overlapping efficiency measures for the trains and buses as well: cost per passenger, percent of maintained time cleanliness standards and number of employees per work shift. Lastly, effectiveness measures for the central barns should include complaints per month and number of passengers stranded due to vehicle failure. The number of out of service calls received and mean …show more content…

Unit heads can also receive personal feedback and complaints from the client base.
5. There are many specific decisions that Chief Scott can make once the necessary data is collected for review. Specifically, tracking the number of employees per work shift more closely, for example, will help Scott make decisions regarding schedule/staffing needs. Another decision Scott can make based on the measures is to begin administering customer feedback surveys. These can me a good method to measure effectiveness and efficiency. Additionally, upper management’s supervision regarding equipment maintenance and repairs is important as poor maintenance was a major highlighted problem. It is clear that Scott aims to increase customer satisfaction. Based on his teams past performance, Scott can make important decisions in terms of which staff should stay and which should be laid off.

Case 5-2, Health Clinic Performance Question Answers

1. The Middletown free clinic has recently experienced accelerated financial hardship. Winter weather conditions have caused an increase in influenza virus outbreaks. The newly appointed head of clinic would like to implement preventive measures to better prepare the Middletown street community for future brutal winter conditions. The head of clinic would like to concentrate the clinic’s efforts on influenza prevention year round. I have identified critical measures that should

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