Benchmarking (Management)

Following September 11, 2001, numerous security policies have been created
which have caused a number of unique challenges in planning for the transportation
networks. In particular, there is a need to enhance security by improving collaboration
between various transportation modes. The transportation modes are disconnected
and have unequal levels of security and efficiency. Tools need to be refined for
collaboration and consensus building to serve as catalysts for efficient transportation
solutions. In this study, we developed and investigated a mathematical model using
Data Envelopment Analysis (DEA) to assess the safety and security of intermodal
transportation facilities. The model identifies the best and worst performers by
assessing several safety and security-related variables. The DEA model can assess the
efficiency level of safety and security of intermodal facilities and identify potential
solutions for improvement.

Mission statements are an important part of the strategic planning process. In the
federal government they are required for cabinet departments. Research about publicsector
mission statements has been limited, compared to research on private-sector
mission statements. Mission statements are important as artifacts of organizational
culture. They introduce and reinforce important organizational values and can be part of
a system of control. Within organizational culture and as part of a system of control,
mission statements may play a role in creating and maintaining certain power
relationships.
In this research I examine manifestations of organizational culture and power in
cabinet-level federal agencies as expressed in the content and rhetoric of their mission
statements. The research presented here examines the mission statements of federal departments and their affiliated agencies and offices. It seeks to identify the importance
of mission statements outside of their role in the strategic planning process. The
methodology used is Ethnographic Content Analysis (ECA). ECA allows for numerical
and descriptive data. Numerically, the researcher creates and counts occurrences of
relevant categories of analysis and then uses examples as descriptors.
This dissertation describes the content of mission statements and compares it to
features other researchers have identified as important for mission statements. In general,
the federal mission statements studied here do not include many of the elements that
previous research has identified as important for mission statements.
Second, the research examines the presence in mission statements of values in
general and, in particular, two specific groups of values: New Public Management and
Democratic Constitutional values. Both types of values are found in federal mission
statements, and the research shows that authors of mission statements are making a
choice between the New Public and Democratic Constitutional sets of values.
Next, this research looks for evidence of statements of power that are included
within the mission statements. Borrowing French and Raven's five bases of interpersonal
power for its rubric, this research finds evidence of all five bases of power in these
organizational mission statements.
Finally, this research looks for the intended audiences of the mission statements
and finds that it is often unclear.

Measuring performance in the public sector has been a topic of heightened concern during the past decade. While enthusiasm remains high for its use, performance measurement has also been subject to increasing scrutiny. In this research, problems with definitional ambiguity and concerns of conscious errors in the reporting of performance are theorized to limit the usefulness of performance measurement and benchmarking. The research examined the use of "response time" as a key benchmark in the delivery of paramedic services in the State of Florida. The research used both quantitative analysis based on survey response data from 120 paramedic agencies and qualitative analysis based on field visits to six selected agencies. The major findings of the study were that definitional ambiguity exists and that it adversely affects the ability to conduct benchmarking. Definitional ambiguity existed from two perspectives. There was ambiguity in the definitions used among agencies---thereby limiting the ability to benchmark. There was also ambiguity between definitions used by agencies and the definitions they attribute to citizens and elected officials---thereby limiting accurate communication of performance results to the public. While the research was not designed to examine intentions of paramedic agencies, the findings were consistent with Juran's theory of conscious errors---the reporting of performance that provides a more favorable impression than may otherwise be justified.