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);  design:  determination of customer viewpoint: describe how the customer viewpoint is assessed;  management viewpoint: explain how consistency with operational process is ensured;  definition of "in conformity"/"not in conformity": insert grid if existing;  ratio of customers benefiting from the service: explain how the indicator is calculated or estimated;  service standard and level of achievement: give a 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 or estimated;  data processing: describe how data processing is performed and, if existing, mention detection of unacceptable performance;  inspections and audits.

The following table gives 6 examples, classified according to the types of measurement. Table A.1 — Examples
Continuous Sample Surveyors Availability of buses on the route (A.3.2) Cleanliness in trains (A.3.3) Bus cleanliness (A.3.5) Technical means Phone waiting time at the Customer Contact Center (CCC) (A.3.3) Punctuality of train services (A.3.4) Punctuality of bus services (A.3.7) A.3.2 Example of continuous measurement by surveyors  Name of the measured quality criterion: availability of buses on the route;  category of the criterion (referring to EN 13816:2002, 3.2): 1. Availability. A.3.2.1 Design A.3.2.1.1 Determination of customer viewpoint Even if in most cities the failure of a bus during the journey on a bus route is quite rare, when it does happen it is a very trying experience. The passengers have to leave the bus, and wait either for the next bus or for a new bus sent from the depot. Passengers who where comfortably seated may thus find themselves squeezed among other passengers. A.3.2.1.2 Management viewpoint Preventive maintenance is very important to prevent failures on the bus route. However it is visible only when there are failures and enquiries. This quality criterion is a good means to show the work done by the maintenance services and improve the general bus quality. It also can prevent the maintenance team from using the fact that the bus route passes in front of the depot to change a bus on the route rather than at the terminal stop. A.3.2.1.3 Definition of "in conformity"/"not in conformity" In conformity: no customer has to leave the bus on the route due to a technical failure. Not in conformity: at least one customer has to leave the bus on the route due to a technical failure. A.3.2.1.4 Ratio of customers benefiting from the service The number of passengers concerned when a bus has a failure on the route is calculated according to the commercial capacity of the bus combined with the hour of the failure (at peak hour the bus is considered to be 100 % full, at off peak hours it is supposed to be 40 % full. These values are based on the last data collection).

passengers do not have to leave the bus on the route following a technical failure of the bus. A.3.2.2 Conduct A.3.2.2.1 Organisational arrangements In general the maintenance department records every bus failure. It is necessary to identify specifically the technical failure that occurred on a bus route. This is checked in accordance with the daily bus operation register. A.3.2.2.2 Performance data collection Every failure is reported. The data are collected every day; it is important to know the type of bus concerned so as to evaluate the commercial capacity. A.3.2.2.3 Evaluation of the number of customers The total number of passengers is estimated using the commercial statistics published every month. The number of passengers concerned by bus technical failures is calculated as in A.3.2.1. A.3.2.2.4 Data processing The data are given by the maintenance department to the quality department. The calculation can be made every month, term or year according to the needs of the management. A.3.2.2.5 Inspections and audits The checking between maintenance and operation recording is the best way to be sure of the reliability of the maintenance department statistics. This can be done systematically or by sampling. The corrective actions and their results are documented and reported. A.3.3 Example of continuous measurement by technical means  Name of the measured quality criterion: phone waiting time at the Customer Contact Centre (CCC);  category of the criterion (referring to EN 13816:2002, 3.2): 5. Customer Care. A.3.3.1 Design A.3.3.1.1 Determination of customer viewpoint The enquiries about customer’s expectations on "getting information" or "making suggestions, claims and complaints" reveal that the rapidity of access to the information service is one of the most important aspects. A compromise in term of delay for the CCC was chosen and a measurement process and an indicator were defined.
...