To improve maintenance performance in urban railway operation, it is necessary to identify key performance factors and evaluate performance using appropriate indicators to match maintenance activities with corporate performance goals. In this study, focusing on rolling-stock operations and maintenance, we presented maintenance performance measurement indicators based on a balanced-scorecard to achieve the organization's vision and goals through performance measurement and improvement activities. In addition, the causal relationships among the indicators from the four perspectives of the balanced - scorecard were analyzed using the DEMATEL technique. Key indicators of performance and driving improvement, such as skills and competency development, training, compliance with improvement work and planned work, number of failures, operating costs, and number of train cancellations were presented. This study was intended to give implications for the establishment of a strategic maintenance management system to achieve the company's goals and mission by improving maintenance operations and management system and linking enterprise performance with maintenance performance.
- Key performance factor
- Performance measurement indicator
- Urban railway