NF EN 13816 : 2002
Current
The latest, up-to-date edition.
TRANSPORTATION - LOGISTICS AND SERVICES - PUBLIC PASSENGER TRANSPORT - SERVICE QUALITY DEFINITION, TARGETING AND MEASUREMENT
12-01-2013
Avant-propos
Introduction
1 Domaine d'application
2 Termes et définitions
3 Méthodologie
3.1 Le cycle de la qualité
3.2 Critères de qualité
4 Exigences pour la qualité du service
4.1 Conformité
4.2 Management de la qualité
4.3 Définition de la qualité de service
4.4 Mesure de la qualité de service
5 Recommandations
5.1 Engagement des parties intéressées
5.2 Définition des responsabilités
5.3 Autres outils de management de la qualité
Annexe A (informative) Critères de qualité
Annexe B (informative) Glossaire de termes relatifs au
transport public de voyageurs
Annexe C (informative) Note informative sur la mesure de
la performance et de la satisfaction
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.
| DevelopmentNote |
Indice de classement: X50-805. Supersedes NFX 50 805. (12/2002)
|
| DocumentType |
Standard
|
| PublisherName |
Association Francaise de Normalisation
|
| Status |
Current
|
| Supersedes |
| Standards | Relationship |
| DIN EN 13816:2002-07 | Identical |
| EN 13816:2002 | Identical |
| UNI EN 13816 : 2002 | Identical |
| UNE-EN 13816:2003 | Identical |
| BS EN 13816:2002 | Identical |
| NF EN 15140 : 2006 | PUBLIC PASSENGER TRANSPORT - BASIC REQUIREMENTS AND RECOMMENDATIONS FOR SYSTEMS THAT MEASURE DELIVERED SERVICE QUALITY |
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