Measuring the operational performance of a public transit company
运用运营竞争力评级（OCRA）方法，从成本与收入效率、乘客感知的服务体验及内部服务交付质量三个维度，综合评估一家公共交通公司的运营绩效，并展示其作为诊断工具构建不同管理优先级下的绩效画像。
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 reflect 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.