BS-EN-13816-2002.pdf
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 PERMITTED BY COPYRIGHT LAW Licensed Copy: sheffieldun sheffieldun, na, Sun Oct 29 08:49:02 GMT+00:00 2006, Uncontrolled Copy, (c) BSI BS 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 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 committee 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 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 immunity 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. Summary 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. DateComments Licensed Copy: sheffieldun sheffieldun, na, Sun Oct 29 08:49:02 GMT+00:00 2006, Uncontrolled Copy, (c) BSI EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM EN 13816 April 2002 ICS 01.040.03; 03.220.01 English version Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement Transport - Logistique et services - Transport public de voyageurs - Définition de la qualité de service, objectifs et mesures Transport - Logistik und Dienstleistungen - Öffentlicher Personenverkehr - Definition, Festlegung von Leisungszielen und Messung der Servicequalität This European Standard was approved by CEN on 30 December 2001. CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the Management Centre or to any CEN member. This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the Management Centre has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG Management Centre: rue de Stassart, 36 B-1050 Brussels © 2002 CENAll rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 13816:2002 E Licensed Copy: sheffieldun sheffieldun, na, Sun Oct 29 08:49:02 GMT+00:00 2006, Uncontrolled Copy, (c) BSI EN 13816:2002 (E) 2 Contents page Foreword3 Introduction.4 1Scope5 2Terms and definitions .5 3Methodology 6 3.1The quality loop.6 3.2Quality criteria .8 4Requirements for service quality.9 4.1Compliance .9 4.2Quality management.9 4.3Service quality definition .10 4.4Service quality measurement10 5Recommendations 10 5.1Commitment between participating parties.10 5.2Allocation of responsibilities10 5.3Other quality management tools.11 Annex A (informative) Quality criteria .12 Annex B (informative) Glossary of Terms pertinent to Public Passenger Transport17 Annex C (informative) Guidance Notes on Performance and Satisfaction Measurement23 Licensed Copy: sheffieldun sheffieldun, na, Sun Oct 29 08:49:02 GMT+00:00 2006, Uncontrolled Copy, (c) BSI EN 13816:2002 (E) 3 Foreword This document EN 13816 has been prepared by CEN/TC 320 “Transportation Logistics and services“, the 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 2002, and conflicting national standards shall be withdrawn at the latest by October 2002. Certain parts have been prepared in corporation with experts from the QUATTRO project, supported by the European Unions Fourth Framework Transport RTD programme. The annexes A, B and C are informative. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and the United Kingdom. Licensed Copy: sheffieldun sheffieldun, na, Sun Oct 29 08:49:02 GMT+00:00 2006, Uncontrolled Copy, (c) BSI EN 13816:2002 (E) 4 Introduction The main purpose of the standard is to promote a quality approach to public transport operations and focus interest on customers needs and expectations, by specifying procedures most likely to: draw the attention of the responsible parties to matters to be considered; lead to relevant and well-founded decisions particularly with regard to the allocation of responsibilities; enable customers, and others, to compare service quality claims from alternative suppliers, reliably; contribute to the implementation of a process of continuous improvement. The requirements of the standard are such that entities, whether large or small, can benefit from its adoption and use. Adoption of this European Standard may be appropriate for: 1) Public Passenger Transport services for which a single operator carries sole responsibility for all major quality criteria, or two or more parties share responsibilities, in accordance with an agreement The requirements outlined in chapter 4 will permit full compliance with the standard. Compliance will assist service providers in the provision of public passenger transport that will more closely align with the expectations of the customers. To this end, provisions are made for using elements from a detailed definition of quality in public passenger transport presented as a list of quality criteria (annex A). The benefits of complying with the standard will be an improved ability to allocate the resources available to the tasks most likely to produce added customer satisfaction and revenue to the service providers. The standard includes recommendations for the preferred form and contents of agreements regarding quality between parties sharing responsibility for a public passenger transport (PPT) system, and invitations to tender. The recommendations include a guideline for allocation of responsibilities for the relevant quality parameters. The standard also includes recommendations for the measurement of service quality. 2) Authorities in a tendering/contracting situation, requiring that the service be provided in accordance with this standard In a tendering situation additional benefits are derived from applying this standard: The bidder will be certain that all quality criteria not specifically mentioned in the tender document will not be his responsibility, and respect national and European legislation, and he need not, therefore, add a contingency allowance to his bid in order to cover implicit responsibilities which may be a matter of national or local tradition. The bidder will be able to understand what is required of him more readily, as a result of the use of standard terms used in the list of quality criteria (Annex A) and defined in the glossary (Annex B). It is recommended that a tender document, which requires that the service be provided in accordance with this standard, also includes requirements for the level of quality. Licensed Copy: sheffieldun sheffieldun, na, Sun Oct 29 08:49:02 GMT+00:00 2006, Uncontrolled Copy, (c) BSI EN 13816:2002 (E) 5 1 Scope This European Standard specifies the requirement to define, target and measure quality of service in public passenger transport (PPT), and provides guidance for the selection of related measurement methods. It is intended to be used by service providers in the presentation and monitoring of their services but is also recommended for use by authorities and agencies responsible for the procurement of PPT services in the preparation of invitations to tender. Its use promotes the translation of customer expectations and perceptions of quality into viable, measurable, and manageable quality parameters. It is recognized that a single individual or company, or two or more parties sharing the responsibility for the provision of a PPT service in co-operation (e.g. authority and operator) may, in practice, seek to comply with the standard. In the latter situation, it is strongly recommended that the relationship between the parties be governed by a formal agreement (5.2). It is important to note that it is the service, not the service provider, which is in compliance with the standard. Annex A sets out the comprehensive list of quality criteria. Annex B provides a glossary of terms. Annex C deals with aspects of performance measurement. The standard is intended to be applicable to PPT services, as defined in 2.1 but need not exclude other transport services (e.g. charter and taxi systems). 2 Terms and definitions For the purposes of this European Standard, the following terms and definitions apply. 2.1 public passenger transport services which have the following characteristics: are open to all, whether travelling singly or in groups; are publicly advertised; have fixed times or frequencies, and periods of operation; have fixed routes and stopping places, or defined origins and destinations, or a defined operating area; are provided on a continuing basis, and have a published fare. It is not limited by reference to: mode of transport; vehicle and infrastructure ownership; journey length; any necessity for pre-booking, or Licensed Copy: sheffieldun sheffieldun, na, Sun Oct 29 08:49:02 GMT+00:00 2006, Uncontrolled Copy, (c) BSI EN 13816:2002 (E) 6 the method of payment for travel; legal status of the service providers 2.2 service provider entity providing a public passenger transport service NOTEThis may not imply an entity in the legal sense. The entity providing the service may be composed of a grouping of any of individuals, companies, corporations, and authorities co-operating in the provision of the service. 2.3 service quality definition set of quality criteria and appropriate measures for which the service provider (entity claiming compliance) is responsible 3 Methodology 3.1 The quality loop This standard is based on the concept of the service quality loop. The general principles of the loop are set out in this chapter and illustrated in Figure 1, whereas the requirements and recommendations of the standard, based on the principle of the quality loop, are set out in clauses 4 and 5. Service quality sought Service quality targeted Service quality perceived Service quality delivered Measurement of the performance Measurement of the satisfaction Service Beneficiaries Customers and the community Service partners Operator, Authorities, Police, Road department. Customer viewService provider view Figure 1 Service quality loop The relationship between the four distinct views of the quality of a public passenger transport service (see annex B for definitions) is of the utmost importance and failure to recognize the differences that can exist between them, when applied to the same service, may significantly impede the efforts of the operator to achieve parity between the service quality actually delivered and that sought by service users. The elements and links of the quality loop are explained below. Licensed Copy: sheffieldun sheffieldun, na, Sun Oct 29 08:49:02 GMT+00:00 2006, Uncontrolled Copy, (c) BSI EN 13816:2002 (E) 7 3.1.1Service quality sought This is the level of quality, which explicitly or implicitly is required by the customer. The level of quality can be considered as the sum of a number of weighted quality criteria. The relative weight of these criteria can be assessed by qualitative analysis. 3.1.2Service quality targeted This is the level of quality, which the service provider aims to provide for the customers. It is influenced by the level of quality sought by the customers, external and internal pressures, budgetary and technical constraints and competitors performance. When setting targets for the service to be provided, it is necessary for the following factors to be addressed: a brief statement of the service standard, e.g.: we intend our passengers to travel on trains which are on schedule (meaning a maximum delay of 3 minutes) we intend to provide a quick response to comments and complaints (meaning within 10 working days) a level of achievement, which is a statement or assessment of the percentage of customers benefiting from the standard service e.g.: 98 % of our passengers find that their trains are on schedule 95 % of our passengers find the escalator, which they want to use, in good working order a threshold of unacceptable performance. In each case, when the threshold is crossed, the service is considered not to have been adequately provided, immediate corrective action shall be taken, including possible alternative service, and customers may be compensated. 3.1.3Service quality delivered This is the level of quality achieved on a day-to-day basis. Delivered quality is measured from the customer viewpoint. It is not simply a technical evaluation showing that a process has been accomplished (thus, punctuality is about what is experienced by the customers throughout the journey, not just the amount of delay, for instance: in
