Please select and order
€120.67
excl. VAT
CONFIGURE NOW
Norm
ÖNORM EN 13816
Issue date: 2002 08 01
Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement
This European Standard specifies the requirement to define, target and measure quality of service in public
passenger transport (PPT), and provides guidance for the sele...
Read more
Valid
Publisher:
Austrian Standards International
Format:
Digital | 36 Pages
Language:
German
| English
| Download GER/ENG
Optionally co-design standards:
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).
ÖNORM EN 13816
2002 08 01
Transportation - Logistics and services - Public passenger transport - Service quality definition, t...
Norm
↖