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
