EN 15140-2006 en Public passenger transport - Basic requirements and recommendations for systems that measure delivered service quality《乘客公共运输 测量运输服务质量系统的基本要求和建议》.pdf

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1、BS EN 15140:2006ICS 03.220.01NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBRITISH STANDARDPublic passengertransport Basicrequirements andrecommendations forsystems that measuredelivered servicequalityThis British Standardwas published under theauthority of the StandardsPolic

2、y and StrategyCommittee on 31 January2010 BSI 2010ISBN 978 0 580 53852 0Amendments/corrigenda issued since publicationDate CommentsBS EN 15140:2006National forewordThis British Standard is the UK implementation of EN 15140:2006.The UK participation in its preparation was entrusted to TechnicalCommit

3、tee TW/2, Transport logistics and services.A list of organizations represented on this committee can be obtained onrequest to its secretary.This publication does not purport to include all the necessary provisionsof a contract. Users are responsible for its correct application.Compliance with a Brit

4、ish Standard cannot confer immunityfrom legal obligations.BS EN 15140:2006EUROPEAN STANDARDNORME EUROPENNEEUROPISCHE NORMEN 15140April 2006ICS 03.220.01English VersionPublic passenger transport - Basic requirements andrecommendations for systems that measure delivered servicequalityTransport public

5、de voyageurs - Exigences fondamentaleset recommandations pour les systmes de mesure de laqualit raliseffentlicher Personennahverkehr - GrundlegendeAnforderungen und Empfehlungen fr Systeme zurMessung der erbrachten DienstleistungsqualittThis European Standard was approved by CEN on 16 March 2006.CEN

6、 members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions 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 applic

7、ation to the Central Secretariat or to any CEN member.This European Standard exists in three official 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

8、same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania,Slo

9、vakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT 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 f

10、or CEN national Members.Ref. No. EN 15140:2006: EBS EN 15140:2006EN 15140:2006 (E) 2 Contents PageForeword3Introduction41Scope.52Normative references.53Terms and definitions.54Requirements65Recommendations7Annex A (informative) Examples.10BS EN 15140:2006EN 15140:2006 (E) 3 Foreword This European St

11、andard (EN 15140:2006) has been preparedby Technical Committee CEN/TC320 “Transport Logistics and services”, the secretariat of which is held by DS. This European Standard shall be given the s tatus of a national standard , either by publication of an identical text or by endorsement, at the latest

12、by October2006, and conflicting national standards shall be withdrawnatthelatest by October 2006.According to the CEN/CENELECInternal Regulations, the national standards organizations of the followingcountries are bound to implement thisEuropean Standard: Austria, Belgium, Cyprus, Czech Republic, De

13、nmark,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. BS EN 15140:2006EN 15140:2006 (E) 4 Introduction In accordance with

14、EN 13816, measurement of delivered service quality is part of the service quality loop,where the selection of quality criteria and appropriate measures may both reflect and determine targetedquality. Measurement is a valuable management and motivational tool provided it leads to improvementactions.T

15、he validity of the measurement is affected both by design and conduct. This document is intended to helpconstruct the measurement system and to help understand and reduce the causes of biasthat any system of measurement may introduce. BS EN 15140:2006EN 15140:2006 (E) 5 1 ScopeThis document provides

16、 basic requirements and recommendations for systems that measure delivered service quality of public passengertransport to be applied in the framework of EN 13816.The requirements and recommendations specified in this document apply both to third party measurementsand measurementsconductedbythe serv

17、ice provider. 2 Normativereferences The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undatedreferences, the latest edition of the referenceddocument (including any amendments) applies.EN 13816:2002, T

18、ransportation Logistics and services Public passenger transport Service quality definition, targeting and measurement.3 Termsand definitionsFor the purposes ofthis European Standard, the terms anddefinitions given inEN 13816:2002 and the following apply.3.1continuous measurement collection of data t

19、hat takes placeall year round 3.2grid table used forcollecting data and evaluating the various items composing a quality criterion3.3indicator quantitative expressionof a quality criterion resulting from a measurementprocess3.4item measured component of complex quality criterion3.5measurement proces

20、sset of operations todetermine thevalue of a measured quality criterion3.6quality criterion representation of the customerviewof theserviceprovided, asstatedin EN 13816:2002 subclause 3.23.7surveyorperson collecting dataBS EN 15140:2006EN 15140:2006 (E) 6 Figure 1 Diagram illustrating the relationsh

21、ip between the defined terms 4 Requirements4.1 Requirements applying to all measurement systems 4.1.1Design of the measurement systemEach quality criterion to be measured shall refer to thelist of eight categoriesgiven in EN 13816. Thedesign of the measurement system shallbalance the customers viewp

22、oint and theuse of themeasurement as a management tool for reaching targeted quality (management viewpoint). Some qualitycriteria may need to be described more precisely in a grid that lists a number of items. In this case,the itemsin the grid and their weights shall be designed in accordance with t

23、he previous requirement. When it is not possibleto control/measure what customers perceive, evidence shall be giventhat, as faras the customer isconcerned, specifiedprocedures have beenfollowed. NOTE e.g.declaration bya driver that he made an announcement to the passengers in a sudden abnormal situa

24、tioncan qualify as evidence. For each measured quality criterion, there shall be a precise definition of what is “in conformity“/“not inconformity“. Thedelivered quality measured shall be recordedeither as “in conformity”, or“not in conformity”. As stated in EN13816:2002 subclause 4.2,the level of a

25、chievement shall be expressed, where appropriate,as a ratio of passengers affected. 4.1.2 Conduct of measurementThe measurement of theservicequality deliveredshall be done during operating hours.Updated measurement ofthe chosen quality criteria shall be consolidated and reported at least once a year

26、.BS EN 15140:2006EN 15140:2006 (E) 7 The organisational arrangements for measurementshall be documented andprovisionsshall be made for inspection and audit.Changes in the methods and reasons for the changesshall be documented. The data collection and data processing shall be transparent, traceablean

27、dverifiable.The item measured shall berecorded as first observed even 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

28、.1).4.2.2 SurveyorsThe profile, selection and training of the surveyors shall bespecified. Their briefing process and on-site management shall be spe cified.4.2.3 Technical measurements Data collected automatically shall be compared for consistency purposes, at least when the system of datacollectio

29、n is created or modified, withdata fromother sources of measurement relevant to the same qualitycriterion.4.2.4 Continuous measures It shall be verified thatthe measure takes place without interruptions that would affectthe reliability of the results. 4.2.5 Sampling measuresThe size, choice and freq

30、uency of the sampling shall consider statistical rules andshall be documented. It shall be verifiedthat the survey scheme is representative ofthe type of service in question. 5 Recommendations 5.1 Design of the measurement system When designinga measurement system, it is recommended to look at best

31、practices implemented incomparable situations. A measurement system, even simple, can be considered satisfactory if it leads on-field operations to maintainand to increase customersatisfaction.For benchmarking purposes, the similarities and differences between measurement systemsshould be takeninto

32、account. The selection of quality criteria to be measured should be made in accordance with results ofcustomersexpectations surveys.BS EN 15140:2006EN 15140:2006 (E) 8 The number of quality criteria to be measured should be big enough to cover the essential ones but limited bythe capacity to manage

33、them. During the initial application phase of this standard, it is recommended to startwith a fewquality criteria only. Once the measuring method has been mastered, the implementation of thestandard can beextended to otherquality criteria, thus uniformly increasing the measurement parametersforthe p

34、urposes of continuous improvement. When measuring quality, it is recommended to respectthe principles of statistical reliabilityso asto know if the results and their evolutionover time are significant or not.For some quality criteria, targeted quality may vary in different situations. In thiscase, i

35、t issuggested to define different measurement processes and indicators corresponding to these situations a nd to measureaccordingly.The measurement processesand the indicators can refer to any part of the service (e.g. route, route clusters, servicepoints) or be global on the n etwork.If a quality c

36、riterionis measured by using a grid, it is recommended to validatethe items and their relativeweight by means of anenquiry among the customers,and the number of items should be limited to the mostimportant items for the customers.The design of measurement processes depends on the means andequipment

37、used for themeasurements.The statement of service standard can be based on customer expectation and/or on the comparison betweensatisfactionsurveys 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

38、 themanagement to givepriorities toits actions leadingto quality improvement.If the number ofcustomers is not measured, it is recommended to use a justified andappropriate estimation. When quality indicators are used in acontractual relationship between a transport authority and an operator,the meas

39、urement processes should be understood and agreed onby the contractual partners. The allocation of responsibility should be clearly defined in the contract. Causes considered as external couldbe excluded in the expressionof the contractual level of achievement. In the case of measurementsconducted b

40、y surveyors, it is recommended, at least from time to time,to takemeasurements in the presence of the contractual partners.It should be verifiedthat the evolutionof indicators matches customer satisfaction enquiry trends. 5.2 Conduct of measurement The methodology underlyingthe measurement system sh

41、ould be asstable as possible, so as to allow comparisons (for instance between different periods). When changing the methods ofmeasurement, theresultsshould bepredicted and evaluated.In the case of measurement conducted by surveyors, to help them measure as consistently as possible, it isrecommended

42、 to provide themwith guidelines giving examples, if necessary with pictures.It is recommended to audit the measurement system regularly and to audit the data collection and dataprocessing system at leastoncea year.A balance should be found between the precision required and the costs, since the meas

43、urements can beexpensive (forinstance,size of the samples ormeasurement of the number of passengers).Costs can be optimised byperforming several kinds of measurements at the same time (e.g. a surveyor canmeasureinformation and cleanliness at the same time).BS EN 15140:2006EN 15140:2006 (E) 9 Costs c

44、an be optimised 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 afirst step toinitiate immediate corrective action, especially if anunacceptable performance hasbeen detected. BS EN 15140:2006EN 1

45、5140:2006 (E) 10 Annex 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, s omeexamples are documented toillustrate measurement systemsin compliance with basic requirements and

46、 recommendations of this document. For some selected criteria of EN13816, features of realized measurement systems are described hereafter. Theseexamples and the numerical values are only giventoassist the reader in building his ownmeasurement processes andindicators, which depend on the local situa

47、tion andthe policy followed.A.2 Structure Eachexample is described using the same structure,which can b eusedasa guidelinein the conception ofmeasurement processes and indicators: name of the measured quality criterion; category of the criterion (referringtoEN 13816:2002, 3.2); design: determination

48、 of customer viewpoint: describe how thecustomer viewpoint is assessed; management viewpoint: explain howconsistency with operational process is ensured; definition of “in conformity“/“not in conformity“: insertgridif existing; ratio of customers benefitingfrom the service: explain how the indicator

49、 is calculated or estimated; service standard and level of achievement: givea brief statement; conduct: organisational arrangements; performance data collection: describe how data collection is performed and, if existing, mention detection of unacceptable performance; evaluation of the number of customers: describe how the number of customers is calculated orestimated; data processing: describe how data processing is performed and, if existing,mention detection of unacceptable performance; inspections and audits. BS EN 15140:2006EN 15140:2006