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  • BSI
    BS EN 13816:2002 Transportation. Logistics and services. Public passenger transport. Service quality definition, targeting and measurement
    Edition: 2002
    $418.55
    / user per year

Description of BS EN 13816:2002 2002

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).



Standard NumberBS EN 13816:2002
TitleTransportation. Logistics and services. Public passenger transport. Service quality definition, targeting and measurement
StatusConfirmed
Publication Date2002-05-10
Identical National Standard OfEN 13816:2002
DescriptorsTransportation, Performance, Logistics, Quality management, Quality, Passenger transport
ICS03.220.01 Transport in general, 01.040.03 Services. Company organization, management and quality. Administration. Transport. Sociology. (Vocabularies)
CommitteeSVS/11
ISBN0 580 39689 4
PublisherBSI
Pages40

About BSI

BSI Group, also known as the British Standards Institution is the national standards body of the United Kingdom. BSI produces technical standards on a wide range of products and services and also supplies certification and standards-related services to businesses.
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