1、 DEUTSCHE NORM July 2006DIN EN 15140 ICS 03.220.01 Public passenger transport Basic requirements and recommendations for systems that measure delivered service quality English version of DIN EN 15140:2006-07 ffentlicher Personennahverkehr Grundlegende Anforderungen und Empfehlungen fr Systeme zur Me
2、ssung der erbrachten Dienstleistungsqualitt Englische Fassung DIN EN 15140:2006-07 Document comprises 25 pages No part of this standard may be reproduced without prior permission of DIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany, has the exclusive right of
3、sale for German Standards (DIN-Normen). English price group 13 www.din.de www.beuth.de !,p$#“11.06 9770100DIN EN 15140:2006-07 2 National foreword This standard has been prepared by CEN/TC 320 Transport Logistics and services (Secretariat: Denmark). The responsible German body involved in its prepar
4、ation was the Normenausschuss Gebrauchstauglichkeit und Dienstleistungen (Consumer Goods and Services Standards Committee), Technical Committee NA 039-04-02 AA Personenverkehr. The German version of this standard has been prepared with the active participation of Austria. EUROPEAN STANDARDNORME EURO
5、PENNEEUROPISCHE NORMEN 15140April 2006ICS 03.220.01English VersionPublic passenger transport - Basic requirements andrecommendations for systems that measure delivered servicequalityTransport public de voyageurs - Exigences fondamentaleset recommandations pour les systmes de mesure de laqualit ralis
6、effentlicher Personennahverkehr - GrundlegendeAnforderungen und Empfehlungen fr Systeme zurMessung der erbrachten DienstleistungsqualittThis European Standard was approved by CEN on 16 March 2006.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions
7、 for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Central Secretariat or to any CEN member.This European Standard exists in three official
8、 versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium
9、, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania,Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATION
10、COMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement Centre: rue de Stassart, 36 B-1050 Brussels 2006 CEN All rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 15140:2006: EEN 15140:2006 (E) 2 Contents Page Foreword 3 Introdu
11、ction4 1 Scope .5 2 Normative references .5 3 Terms and definitions.5 4 Requirements 6 5 Recommendations7 Annex A (informative) Examples .10 EN 15140:2006 (E) 3 Foreword This European Standard (EN 15140:2006) has been prepared by Technical Committee CEN/TC 320 “Transport Logistics and services”, the
12、 secretariat of which is held by DS. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by October 2006, and conflicting national standards shall be withdrawn at the latest by October 2006. According to
13、 the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Lux
14、embourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EN 15140:2006 (E) 4 Introduction In accordance with EN 13816, measurement of delivered service quality is part of the service quality loop, where the selection of qualit
15、y criteria and appropriate measures may both reflect and determine targeted quality. Measurement is a valuable management and motivational tool provided it leads to improvement actions. The validity of the measurement is affected both by design and conduct. This document is intended to help construc
16、t the measurement system and to help understand and reduce the causes of bias that any system of measurement may introduce. EN 15140:2006 (E) 5 1 Scope This document provides basic requirements and recommendations for systems that measure delivered service quality of public passenger transport to be
17、 applied in the framework of EN 13816. The requirements and recommendations specified in this document apply both to third party measurements and measurements conducted by the service provider. 2 Normative references The following referenced documents are indispensable for the application of this do
18、cument. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 13816:2002, Transportation Logistics and services Public passenger transport Service quality definition, targeting and measuremen
19、t. 3 Terms and definitions For the purposes of this European Standard, the terms and definitions given in EN 13816:2002 and the following apply. 3.1 continuous measurement collection of data that takes place all year round 3.2 grid table used for collecting data and evaluating the various items comp
20、osing a quality criterion 3.3 indicator quantitative expression of a quality criterion resulting from a measurement process 3.4 item measured component of complex quality criterion 3.5 measurement process set of operations to determine the value of a measured quality criterion 3.6 quality criterion
21、representation of the customer view of the service provided, as stated in EN 13816:2002 subclause 3.2 3.7 surveyor person collecting data EN 15140:2006 (E) 6 Figure 1 Diagram illustrating the relationship between the defined terms 4 Requirements 4.1 Requirements applying to all measurement systems 4
22、.1.1 Design of the measurement system Each quality criterion to be measured shall refer to the list of eight categories given in EN 13816. The design of the measurement system shall balance the customers viewpoint and the use of the measurement as a management tool for reaching targeted quality (man
23、agement viewpoint). Some quality criteria may need to be described more precisely in a grid that lists a number of items. In this case, the items in the grid and their weights shall be designed in accordance with the previous requirement. When it is not possible to control/measure what customers per
24、ceive, evidence shall be given that, as far as the customer is concerned, specified procedures have been followed. NOTE e.g. declaration by a driver that he made an announcement to the passengers in a sudden abnormal situation can qualify as evidence. For each measured quality criterion, there shall
25、 be a precise definition of what is “in conformity“/“not in conformity“. The delivered quality measured shall be recorded either as “in conformity”, or “not in conformity”. As stated in EN 13816:2002 subclause 4.2, the level of achievement shall be expressed, where appropriate, as a ratio of passeng
26、ers affected. 4.1.2 Conduct of measurement The measurement of the service quality delivered shall be done during operating hours. Updated measurement of the chosen quality criteria shall be consolidated and reported at least once a year. EN 15140:2006 (E) 7 The organisational arrangements for measur
27、ement shall be documented and provisions shall be made for inspection and audit. Changes in the methods and reasons for the changes shall be documented. The data collection and data processing shall be transparent, traceable and verifiable. The item measured shall be recorded as first observed even
28、if immediate corrective action takes place. 4.2 Specific requirements according to the type of measurement 4.2.1 General Measurements can be made by surveyors or by technical means. They can be continuous or by sample (see Table A.1). 4.2.2 Surveyors The profile, selection and training of the survey
29、ors shall be specified. Their briefing process and on-site management shall be specified. 4.2.3 Technical measurements Data collected automatically shall be compared for consistency purposes, at least when the system of data collection is created or modified, with data from other sources of measurem
30、ent relevant to the same quality criterion. 4.2.4 Continuous measures It shall be verified that the measure takes place without interruptions that would affect the reliability of the results. 4.2.5 Sampling measures The size, choice and frequency of the sampling shall consider statistical rules and
31、shall be documented. It shall be verified that the survey scheme is representative of the type of service in question. 5 Recommendations 5.1 Design of the measurement system When designing a measurement system, it is recommended to look at best practices implemented in comparable situations. A measu
32、rement system, even simple, can be considered satisfactory if it leads on-field operations to maintain and to increase customer satisfaction. For benchmarking purposes, the similarities and differences between measurement systems should be taken into account. The selection of quality criteria to be
33、measured should be made in accordance with results of customers expectations surveys. EN 15140:2006 (E) 8 The number of quality criteria to be measured should be big enough to cover the essential ones but limited by the capacity to manage them. During the initial application phase of this standard,
34、it is recommended to start with a few quality criteria only. Once the measuring method has been mastered, the implementation of the standard can be extended to other quality criteria, thus uniformly increasing the measurement parameters for the purposes of continuous improvement. When measuring qual
35、ity, it is recommended to respect the principles of statistical reliability so as to know if the results and their evolution over time are significant or not. For some quality criteria, targeted quality may vary in different situations. In this case, it is suggested to define different measurement p
36、rocesses and indicators corresponding to these situations and to measure accordingly. The measurement processes and the indicators can refer to any part of the service (e.g. route, route clusters, service points) or be global on the network. If a quality criterion is measured by using a grid, it is
37、recommended to validate the items and their relative weight by means of an enquiry among the customers, and the number of items should be limited to the most important items for the customers. The design of measurement processes depends on the means and equipment used for the measurements. The state
38、ment of service standard can be based on customer expectation and/or on the comparison between satisfaction surveys and delivered quality of the existing service. It is recommended to use the ratio of customers as much as possible to express the results, thus allowing the management to give prioriti
39、es to its actions leading to quality improvement. If the number of customers is not measured, it is recommended to use a justified and appropriate estimation. When quality indicators are used in a contractual relationship between a transport authority and an operator, the measurement processes shoul
40、d be understood and agreed on by the contractual partners. The allocation of responsibility should be clearly defined in the contract. Causes considered as external could be excluded in the expression of the contractual level of achievement. In the case of measurements conducted by surveyors, it is
41、recommended, at least from time to time, to take measurements in the presence of the contractual partners. It should be verified that the evolution of indicators matches customer satisfaction enquiry trends. 5.2 Conduct of measurement The methodology underlying the measurement system should be as st
42、able as possible, so as to allow comparisons (for instance between different periods). When changing the methods of measurement, the results should be predicted and evaluated. In the case of measurement conducted by surveyors, to help them measure as consistently as possible, it is recommended to pr
43、ovide them with guidelines giving examples, if necessary with pictures. It is recommended to audit the measurement system regularly and to audit the data collection and data processing system at least once a year. A balance should be found between the precision required and the costs, since the meas
44、urements can be expensive (for instance, size of the samples or measurement of the number of passengers). Costs can be optimised by performing several kinds of measurements at the same time (e.g. a surveyor can measure information and cleanliness at the same time). EN 15140:2006 (E) 9 Costs can be o
45、ptimised by using the same measurements to meet several needs (e.g. for management purposes and reporting to authorities). It is recommended to use measurement as a first step to initiate immediate corrective action, especially if an unacceptable performance has been detected. EN 15140:2006 (E) 10 A
46、nnex A (informative) Examples A.1 General As mentioned in 4.2, there are different types of measurement according to the applied means and the frequency of sampling. In this annex, some examples are documented to illustrate measurement systems in compliance with basic requirements and recommendation
47、s of this document. For some selected criteria of EN 13816, features of realized measurement systems are described hereafter. These examples and the numerical values are only given to assist the reader in building his own measurement processes and indicators, which depend on the local situation and
48、the policy followed. A.2 Structure Each example is described using the same structure, which can be used as a guideline in the conception of measurement processes and indicators: name of the measured quality criterion; category of the criterion (referring to EN 13816:2002, 3.2); design: determinatio
49、n of customer viewpoint: describe how the customer viewpoint is assessed; management viewpoint: explain how consistency with operational process is ensured; definition of “in conformity“/“not in conformity“: insert grid if existing; ratio of customers benefiting from the service: explain how the indicator is calculated or estimated; service standard and level of achievement: give a brief statement; conduct: organisational arrangements; performance data collection: describe how data collection is performed and, if existing, mention d
