RESPONSE TIME AS A PERFORMANCE INDICATOR FOR RESPONSIVE SERVICES OF ROAD MAINTENANCE

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  • 道路維持管理における対症的措置のパフォーマンス指標としてのレスポンスタイム

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In this paper, with a recognition that responsive services of road maintenance are important as well as scheduled/planned services, response time as a performance indicator for responsive maintenance is discussed. This indicator is classified as a service-output indicator. Current status of standards and purposes of this indicator mainly in U.S.A. is surveyed. It is shown that this indicator is put to practical use for administrative rules, contract conditions or communications between administrators and residents. It is clarified that improvement of this indicator is effective for rise of customer satisfaction.

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