UNI EN 13816 : 2002
Current
The latest, up-to-date edition.
TRANSPORTATION - LOGISTICS AND SERVICES - PUBLIC PASSENGER TRANSPORT - SERVICE QUALITY DEFINITION, TARGETING AND MEASUREMENT
12-01-2002
Foreword
Introduction
1 Scope
2 Terms and definitions
3 Methodology
3.1 The quality loop
3.2 Quality criteria
4 Requirements for service quality
4.1 Compliance
4.2 Quality management
4.3 Service quality definition
4.4 Service quality measurement
5 Recommendations
5.1 Commitment between participating parties
5.2 Allocation of responsibilities
5.3 Other quality management tools
Annex A (informative) Quality criteria
Annex B (informative) Glossary of Terms pertinent to
Public Passenger Transport
Annex C (informative) Guidance Notes on Performance and
Satisfaction Measurement
Describes the requirement to define, target and measure quality of service in public passenger transport (PPT), and provide guidance for the selection of related measurement methods.
| Committee |
CT 40
|
| DocumentType |
Standard
|
| PublisherName |
Ente Nazionale Italiano di Unificazione (UNI)
|
| Status |
Current
|
| Standards | Relationship |
| UNE-EN 13816:2003 | Identical |
| NF EN 13816 : 2002 | Identical |
| EN 13816:2002 | Identical |
| NS EN 13816 : 1ED 2002 | Identical |
| BS EN 13816:2002 | Identical |
| NBN EN 13816 : 2002 | Identical |
| SN EN 13816 : 2002 | Identical |
| I.S. EN 13816:2002 | Identical |
| NEN EN 13816 : 2002 | Identical |
| DIN EN 13816:2002-07 | Identical |
| UNI/TR 11346 : 2010 | QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF UNI EN ISO 9001:2008 TO THE ORGANIZATIONS THAT PROVIDE SERVICES |
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