DIN EN 13816:2002-07
Current
The latest, up-to-date edition.
TRANSPORTATION - LOGISTICS AND SERVICES - PUBLIC PASSENGER TRANSPORT - SERVICE QUALITY DEFINITION, TARGETING AND MEASUREMENT
Hardcopy , PDF
English, German
01-01-2002
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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
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.
| DocumentType |
Standard
|
| Pages |
36
|
| PublisherName |
German Institute for Standardisation (Deutsches Institut für Normung)
|
| Status |
Current
|
| Standards | Relationship |
| UNI EN 13816 : 2002 | Identical |
| 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 |
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