EN 15140:2006

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Public passenger transport - Basic requirements and recommendations for systems that measure delivered service qualityTransport public de voyageurs - Exigences fondamentales et recommandations pour les systemes de mesure de la qualité réaliséeÖffentlicher Personennahverkehr - Grundlegende Anforderungen und Empfehlungen für Systeme zur Messung der erbrachten DienstleistungsqualitätTa slovenski standard je istoveten z:EN 15140:2006SIST EN 15140:2006en03.220.01Transport na splošnoTransport in generalICS:SLOVENSKI
STANDARDSIST EN 15140:200601-oktober-2006

EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 15140April 2006ICS 03.220.01 English VersionPublic passenger transport - Basic requirements andrecommendations for systems that measure delivered servicequalityTransport public de voyageurs - Exigences fondamentaleset recommandations pour les systèmes de mesure de laqualité réaliséeÖffentlicher Personennahverkehr - GrundlegendeAnforderungen und Empfehlungen für Systeme zurMessung der erbrachten DienstleistungsqualitätThis European Standard was approved by CEN on 16 March 2006.CEN 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 application 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 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,Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2006 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 15140:2006: E

Examples.10

Figure 1 — Diagram illustrating the relationship between the defined terms 4 Requirements 4.1 Requirements applying to all measurement systems 4.1.1 Design of the measurement system Each quality criterion to be measured shall refer to the list of eight categories given in EN 13816. The design of the measurement system shall balance the customers viewpoint and the use of the measurement as a management tool for reaching targeted quality (management viewpoint). Some quality criteria may need to be described more precisely in a grid that lists a number of items. In this case, the items in the grid and their weights shall be designed in accordance with the previous requirement. When it is not possible to control/measure what customers perceive, evidence shall be given that, as far as the customer is concerned, specified procedures have been followed. NOTE e.g. declaration by a driver that he made an announcement to the passengers in a sudden abnormal situation can qualify as evidence. For each measured quality criterion, there shall be a precise definition of what is "in conformity"/"not in conformity". The delivered quality measured shall be recorded either as “in conformity”, or “not in conformity”. As stated in EN 13816:2002 subclause 4.2, the level of achievement shall be expressed, where appropriate, as a ratio of passengers affected. 4.1.2 Conduct of measurement The measurement of the service quality delivered shall be done during operating hours. Updated measurement of the chosen quality criteria shall be consolidated and reported at least once a year.

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, some examples are documented to illustrate measurement systems in compliance with basic requirements and recommendations of this document. For some selected criteria of EN 13816, features of realized measurement systems are described hereafter. These examples and the numerical values are only given to assist the reader in building his own measurement processes and indicators, which depend on the local situation and the policy followed. A.2 Structure Each example is described using the same structure, which can be used as a guideline in the conception of measurement processes and indicators:  name of the measured quality criterion;  category of the criterion (referring to EN 13816:2002, 3.2);  desig
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