BS EN 13816-2002 Transportation - Logistics and services - Public passenger transport - Service quality definition targeting and measurement《运输 后勤保障和服务 公共乘客运输 服务质量定义 目标和测量》.pdf

1、BRITISH STANDARD BS EN 13816:2002 Transportation Logistics and services Public passenger transport Service quality definition, targeting and measurement The European Standard EN 13816:2002 has the status of a British Standard ICS 01.040.03; 03.220.01 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMI

2、TTED BY COPYRIGHT LAWBS EN 13816:2002 This British Standard, having been prepared under the direction of the Consumer Products and Services Sector Policy and Strategy Committee, was published under the authority of the Standards Policy and Strategy Committee on 10 May 2002 BSI 10 May 2002 ISBN 0 580

3、 39689 4 National foreword This British Standard is the official English language version of EN 13816:2002. The UK participation in its preparation was entrusted to Technical Committee TW/2/5, Public passenger transport, which has the responsibility to: A list of organizations represented on this co

4、mmittee can be obtained on request to its secretary. Cross-references The British Standards which implement international or European publications referred to in this document may be found in the BSI Standards Catalogue under the section entitled “International Standards Correspondence Index”, or by

5、 using the “Find” facility of the BSI Standards Electronic Catalogue. A British Standard does not purport to include all the necessary provisions of a contract. Users of British Standards are responsible for their correct application. Compliance with a British Standard does not of itself confer immu

6、nity from legal obligations. aid enquirers to understand the text; present to the responsible European committee any enquiries on the interpretation, or proposals for change, and keep the UK interests informed; monitor related international and European developments and promulgate them in the UK. Su

7、mmary of pages This document comprises a front cover, an inside front cover, the EN title page, pages 2 to 37 and a back cover. The BSI copyright date displayed in this document indicates when the document was last issued. Amendments issued since publication Amd. No. Date CommentsEUROPEANSTANDARD NO

8、RMEEUROPENNE EUROPISCHENORM EN13816 April2002 ICS01.040.03;03.220.01 Englishversion TransportationLogisticsandservicesPublicpassenger transportServicequalitydefinition,targetingandmeasurement TransportLogistiqueetservicesTransportpublicde voyageursDfinitiondelaqualitdeservice,objectifset mesures Tra

9、nsportLogistikundDienstleistungenffentlicher PersonenverkehrDefinition,Festlegungvon LeisungszielenundMessungderServicequalitt ThisEuropeanStandardwasapprovedbyCENon30December2001. CENmembersareboundtocomplywiththeCEN/CENELECInternalRegulationswhichstipulatetheconditionsforgivingthisEurope an Standa

10、rdthestatusofanationalstandardwithoutanyalteration.Uptodatelistsandbibliographicalreferencesconcernings uchnational standardsmaybeobtainedonapplicationtotheManagementCentreortoanyCENmember. ThisEuropeanStandardexistsinthreeofficialversions(English,French,German).Aversioninanyotherlanguagemadebytra n

11、slation undertheresponsibilityofaCENmemberintoitsownlanguageandnotifiedtotheManagementCentrehasthesamestatusasthe official versions. CENmembersarethenationalstandardsbodiesofAustria,Belgium,CzechRepublic,Denmark,Finland,France,Germany,Greece, Iceland,Ireland,Italy,Luxembourg,Malta,Netherlands,Norway

12、,Portugal,Spain,Sweden,SwitzerlandandUnitedKingdom. EUROPEANCOMMITTEEFORSTANDARDIZATION COMITEUROPENDENORMALISATION EUROPISCHESKOMITEEFRNORMUNG ManagementCentre:ruedeStassart,36B1050Brussels 2002CEN Allrightsofexploitationinanyformandbyanymeansreserved worldwideforCENnationalMembers. Ref.No.EN13816:

13、2002EEN13816:2002(E) 2 Contents page Foreword3 Introduction .4 1 Scope 5 2 Termsanddefinitions . 5 3 Methodology 6 3.1 Thequalityloop .6 3.2 Qualitycriteria .8 4 Requirementsforservicequality .9 4.1 Compliance .9 4.2 Qualitymanagement .9 4.3 Servicequalitydefinition .10 4.4 Servicequalitymeasurement

14、. .10 5 Recommendations 10 5.1 Commitmentbetweenparticipatingparties .10 5.2 Allocationofresponsibilities 10 5.3 Otherqualitymanagementtools .11 AnnexA(informative)Qualitycriteria . 12 AnnexB(informative)GlossaryofTermspertinenttoPublicPassengerTransport 17 AnnexC(informative)GuidanceNotesonPerforma

15、nceandSatisfactionMeasurement23EN13816:2002(E) 3 Foreword ThisdocumentEN13816hasbeenpreparedbyCEN/TC320“TransportationLogisticsandservices“,the secretariatofwhichisheldbyDS. ThisEuropeanStandardshallbegiventhestatusofanationalstandard,eitherbypublicationofanidenticaltextor byendorsement,atthelatestb

16、yOctober2002,andconflictingnationalstandardsshallbewithdrawnatthelatest byOctober2002. CertainpartshavebeenpreparedincorporationwithexpertsfromtheQUATTROproject,supportedbythe EuropeanUnionsFourthFrameworkTransportRTDprogramme. TheannexesA,BandCareinformative. AccordingtotheCEN/CENELECInternalRegula

17、tions,thenationalstandardsorganizationsofthefollowing countriesareboundtoimplementthisEuropeanStandard:Austria,Belgium,CzechRepublic,Denmark,Finland, France,Germany,Greece,Iceland,Ireland,Italy,Luxembourg,Malta,Netherlands,Norway,Portugal,Spain, Sweden,SwitzerlandandtheUnitedKingdom.EN13816:2002(E)

18、4 Introduction Themainpurposeofthestandardistopromoteaqualityapproachtopublictransportoperationsandfocusinterest oncustomersneedsandexpectations,byspecifyingproceduresmostlikelyto: drawtheattentionoftheresponsiblepartiestomatterstobeconsidered; leadtorelevantandwellfoundeddecisionsparticularlywithre

19、gardtotheallocationofresponsibilities; enablecustomers,andothers,tocompareservicequalityclaimsfromalternativesuppliers,reliably; contributetotheimplementationofaprocessofcontinuousimprovement. Therequirementsofthestandardaresuchthatentities,whetherlargeorsmall,canbenefitfromitsadoptionand use. Adopt

20、ionofthisEuropeanStandardmaybeappropriatefor: 1) PublicPassengerTransportservicesforwhichasingleoperatorcarriessoleresponsibilityforallmajor qualitycriteria,ortwoormorepartiesshareresponsibilities,inaccordancewithanagreement Therequirementsoutlinedinchapter4willpermitfullcompliancewiththestandard.Co

21、mpliancewillassistservice providersintheprovisionofpublicpassengertransportthatwillmorecloselyalignwiththeexpectationsofthe customers.Tothisend,provisionsaremadeforusingelementsfromadetaileddefinitionofqualityinpublic passengertransportpresentedasalistofqualitycriteria(annexA). Thebenefitsofcomplyin

22、gwiththestandardwillbeanimprovedabilitytoallocatetheresourcesavailabletothe tasksmostlikelytoproduceaddedcustomersatisfactionandrevenuetotheserviceproviders. Thestandardincludesrecommendationsforthepreferredformandcontentsofagreementsregardingquality betweenpartiessharingresponsibilityforapublicpass

23、engertransport(PPT)system,andinvitationstotender.The recommendationsincludeaguidelineforallocationofresponsibilitiesfortherelevantqualityparameters. Thestandardalsoincludesrecommendationsforthemeasurementofservicequality. 2) Authoritiesinatendering/contractingsituation,requiringthattheservicebeprovi

24、dedinaccordancewiththis standard Inatenderingsituationadditionalbenefitsarederivedfromapplyingthisstandard: Thebidderwillbecertainthatallqualitycriterianotspecificallymentionedinthetenderdocumentwillnotbehis responsibility,andrespectnationalandEuropeanlegislation,andheneednot,therefore,addacontingen

25、cy allowancetohisbidinordertocoverimplicitresponsibilitieswhichmaybeamatterofnationalorlocaltradition. Thebidderwillbeabletounderstandwhatisrequiredofhimmorereadily,asaresultoftheuseofstandardterms usedinthelistofqualitycriteria(AnnexA)anddefinedintheglossary(AnnexB). Itisrecommendedthatatenderdocum

26、ent,whichrequiresthattheservicebeprovidedinaccordancewiththis standard,alsoincludesrequirementsforthelevelofquality.EN13816:2002(E) 5 1Scope ThisEuropeanStandardspecifiestherequirementtodefine,targetandmeasurequalityofserviceinpublic passengertransport(PPT), andprovidesguidancefortheselectionofrelat

27、edmeasurementmethods. Itisintendedtobeusedbyserviceprovidersinthepresentationandmonitoringoftheirservicesbutisalso recommendedforusebyauthoritiesandagenciesresponsiblefortheprocurementofPPTservicesinthe preparationofinvitationstotender. Itsusepromotesthetranslationofcustomerexpectationsandperception

28、sofqualityintoviable,measurable,and manageablequalityparameters. Itisrecognizedthatasingleindividualorcompany,ortwoormorepartiessharingtheresponsibilityforthe provisionofaPPTserviceincooperation(e.g.authorityandoperator)may,inpractice,seektocomplywiththe standard.Inthelattersituation,itisstronglyrec

29、ommendedthattherelationshipbetweenthepartiesbegoverned byaformalagreement(5.2). Itisimportanttonotethatitistheservice,nottheserviceprovider,whichisincompliancewiththestandard. AnnexAsetsoutthecomprehensivelistofqualitycriteria. AnnexBprovidesaglossaryofterms. AnnexCdealswithaspectsofperformancemeasu

30、rement. ThestandardisintendedtobeapplicabletoPPTservices,asdefinedin2.1butneednotexcludeothertransport services(e.g.charterandtaxisystems). 2 Termsanddefinitions ForthepurposesofthisEuropeanStandard,thefollowingtermsanddefinitionsapply. 2.1 publicpassengertransport serviceswhichhavethefollowingchara

31、cteristics: areopentoall,whethertravellingsinglyoringroups; arepubliclyadvertised; havefixedtimesorfrequencies,andperiodsofoperation; havefixedroutesandstoppingplaces,ordefinedoriginsanddestinations,oradefinedoperatingarea; areprovidedonacontinuingbasis,and haveapublishedfare. Itisnotlimitedbyrefere

32、nceto: modeoftransport; vehicleandinfrastructureownership; journeylength; anynecessityforprebooking,orEN13816:2002(E) 6 themethodofpaymentfortravel; legalstatusoftheserviceproviders 2.2 serviceprovider entityprovidingapublicpassengertransportservice NOTE Thismaynotimplyanentityinthelegalsense.Theent

33、ityprovidingtheservicemaybecomposedofagroupingofany ofindividuals,companies,corporations,andauthoritiescooperatingintheprovisionoftheservice. 2.3 servicequalitydefinition setofqualitycriteriaandappropriatemeasuresforwhichtheserviceprovider(entityclaimingcompliance)is responsible 3Methodology 3.1 The

34、qualityloop Thisstandardisbasedontheconceptoftheservicequalityloop.Thegeneralprinciplesofthelooparesetoutin thischapterandillustratedinFigure1,whereastherequirementsandrecommendationsofthestandard,basedon theprincipleofthequalityloop,aresetoutinclauses4and5. Servicequality sought Servicequality targ

35、eted Servicequality perceived Servicequality delivered Measurement ofthe performance Measurement ofthe satisfaction ServiceBeneficiaries Customersandthecommunity Servicepartners Operator,Authorities,Police, Roaddepartment. Customerview Serviceproviderview Figure1Servicequalityloop Therelationshipbet

36、weenthefourdistinctviewsofthequalityofapublicpassengertransportservice(seeannexB fordefinitions)isoftheutmostimportanceandfailuretorecognizethedifferencesthatcanexistbetweenthem, whenappliedtothesameservice,may significantlyimpedetheeffortsoftheoperatortoachieveparitybetween theservicequalityactuall

37、ydeliveredandthatsoughtbyserviceusers. Theelementsandlinksofthequalityloopareexplainedbelow.EN13816:2002(E) 7 3.1.1 Servicequalitysought Thisisthelevelofquality,whichexplicitlyorimplicitlyisrequiredbythecustomer.Thelevelofqualitycanbe consideredasthesumofanumberofweightedqualitycriteria.Therelativew

38、eightofthesecriteriacanbe assessedbyqualitativeanalysis. 3.1.2 Servicequalitytargeted Thisisthelevelofquality,whichtheserviceprovideraimstoprovideforthecustomers.Itisinfluencedbythelevel ofqualitysoughtbythecustomers,externalandinternalpressures,budgetaryandtechnicalconstraintsand competitorsperform

39、ance.Whensettingtargetsfortheservicetobeprovided,itisnecessaryforthefollowing factorstobeaddressed: - abriefstatementoftheservicestandard,e.g.: weintendourpassengerstotravelontrainswhichareonschedule(meaningamaximumdelayof3 minutes) weintendtoprovideaquickresponsetocommentsandcomplaints(meaningwithi

40、n10workingdays) - alevelofachievement,whichisastatementorassessmentofthepercentageofcustomersbenefitingfromthe standardservicee.g.: 98%ofour passengersfindthattheirtrainsareonschedule 95%ofourpassengersfindtheescalator,whichtheywanttouse,ingoodworkingorder - athresholdofunacceptableperformance.Ineac

41、hcase,whenthethresholdiscrossed,theserviceis considerednottohavebeenadequatelyprovided,immediatecorrectiveactionshallbetaken,including possiblealternativeservice,andcustomersmaybecompensated. 3.1.3 Servicequalitydelivered Thisisthelevelofqualityachievedonadaytodaybasis.Deliveredqualityismeasuredfrom

42、thecustomer viewpoint.Itisnotsimplyatechnicalevaluationshowingthataprocesshasbeenaccomplished(thus,punctuality isaboutwhatisexperiencedbythecustomersthroughoutthejourney,notjusttheamountofdelay,forinstance:in atrainsystemscheduledtorunat10minuteintervals,ifthefirsttrainis10minlate,measurementwillsho

43、wthatall trainsrun10minuteslate.However,onlythepassengersonthefirsttrainwillexperiencethedelay,while passengersonfollowingtrainswillexperiencenormaljourneytimes.NB:Inpractice,thismaynotalwaysproveto bethecase,especiallywherejunctionsareinvolved). Deliveredqualitycanbemeasuredbyusingstatisticalandobservationmatrices(directperformancemeasures,see annexC). 3.1.4 Servicequalityperceived Thisisthelevelofqualityperceivedbythecustomer.Customerperceptionofthequalitydelivereddependsontheir personalexperienceoftheserviceorassociatedservices,ontheinformationtheyrecei