BS EN 13816:2002

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Transportation. Logistics and services. Public passenger transport. Service quality definition, targeting and measurement

Published By	Publication Date	Number of Pages
BSI	2002	40

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Categories: 03.220.01 - Transport in general, BSI

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Description

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).

Additional information

Status	Under Review
Pages	40
Publication Date	2002-05-10
ISBN	0 580 39689 4
Standard Number	BS EN 13816:2002
Title	Transportation. Logistics and services. Public passenger transport. Service quality definition, targeting and measurement
Identical National Standard Of	EN 13816:2002
Descriptors	Transportation, Performance, Logistics, Quality management, Quality, Passenger transport
Publisher	BSI
Committee	SVS/11
ICS Codes	03.220.01 - Transport in general

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BS EN 13816:2002

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