bs en 15140-2006 公共客运.测量运输服务质量系统用基本要求和推荐规范

BSEN151402006公共客运测量运输服务质量系统用基本要求和推荐规范BRITISHSTANDARDBSEN151402006PUBLICPASSENGERTRANSPORTBASICREQUIREMENTSANDRECOMMENDATIONSFORSYSTEMSTHATMEASUREDELIVEREDSERVICEQUALITYICS0322001NOCOPYINGWITHOUTBSIPERMISSIONEXCEPTASPERMITTEDBYCOPYRIGHTLAWLICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006NATIONALFOREWORDTHISBRITISHSTANDARDISTHEUKIMPLEMENTATIONOFEN151402006THEUKPARTICIPATIONINITSPREPARATIONWASENTRUSTEDTOTECHNICALCOMMITTEETW/2,TRANSPORTLOGISTICSANDSERVICESALISTOFORGANIZATIONSREPRESENTEDONTHISCOMMITTEECANBEOBTAINEDONREQUESTTOITSSECRETARYTHISPUBLICATIONDOESNOTPURPORTTOINCLUDEALLTHENECESSARYPROVISIONSOFACONTRACTUSERSARERESPONSIBLEFORITSCORRECTAPPLICATIONCOMPLIANCEWITHABRITISHSTANDARDCANNOTCONFERIMMUNITYFROMLEGALOBLIGATIONSTHISBRITISHSTANDARDAMENDMENTS/CORRIGENDAISSUEDSINCEPUBLICATIONWASPUBLISHEDUNDERTHEAUTHORITYOFTHESTANDARDSPOLICYANDSTRATEGYDATECOMMENTSCOMMITTEEON31JANUARY2010BSI2010ISBN9780580538520LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EUROPEANSTANDARDEN15140NORMEEUROPENNEEUROPISCHENORMAPRIL2006ICS0322001ENGLISHVERSIONPUBLICPASSENGERTRANSPORTBASICREQUIREMENTSANDRECOMMENDATIONSFORSYSTEMSTHATMEASUREDELIVEREDSERVICEQUALITYTRANSPORTPUBLICDEVOYAGEURSEXIGENCESFONDAMENTALESFFENTLICHERPERSONENNAHVERKEHRGRUNDLEGENDEETRECOMMANDATIONSPOURLESSYSTMESDEMESUREDELAANFORDERUNGENUNDEMPFEHLUNGENFRSYSTEMEZURQUALITRALISEMESSUNGDERERBRACHTENDIENSTLEISTUNGSQUALITTTHISEUROPEANSTANDARDWASAPPROVEDBYCENON16MARCH2006CENMEMBERSAREBOUNDTOCOMPLYWITHTHECEN/CENELECINTERNALREGULATIONSWHICHSTIPULATETHECONDITIONSFORGIVINGTHISEUROPEANSTANDARDTHESTATUSOFANATIONALSTANDARDWITHOUTANYALTERATIONUPTODATELISTSANDBIBLIOGRAPHICALREFERENCESCONCERNINGSUCHNATIONALSTANDARDSMAYBEOBTAINEDONAPPLICATIONTOTHECENTRALSECRETARIATORTOANYCENMEMBERTHISEUROPEANSTANDARDEXISTSINTHREEOFFICIALVERSIONSENGLISH,FRENCH,GERMANAVERSIONINANYOTHERLANGUAGEMADEBYTRANSLATIONUNDERTHERESPONSIBILITYOFACENMEMBERINTOITSOWNLANGUAGEANDNOTIFIEDTOTHECENTRALSECRETARIATHASTHESAMESTATUSASTHEOFFICIALVERSIONSCENMEMBERSARETHENATIONALSTANDARDSBODIESOFAUSTRIA,BELGIUM,CYPRUS,CZECHREPUBLIC,DENMARK,ESTONIA,FINLAND,FRANCE,GERMANY,GREECE,HUNGARY,ICELAND,IRELAND,ITALY,LATVIA,LITHUANIA,LUXEMBOURG,MALTA,NETHERLANDS,NORWAY,POLAND,PORTUGAL,ROMANIA,SLOVAKIA,SLOVENIA,SPAIN,SWEDEN,SWITZERLANDANDUNITEDKINGDOMEUROPEANCOMMITTEEFORSTANDARDIZATIONCOMITEUROPENDENORMALISATIONEUROPISCHESKOMITEEFRNORMUNGMANAGEMENTCENTRERUEDESTASSART,36B1050BRUSSELS2006CENALLRIGHTSOFEXPLOITATIONINANYFORMANDBYANYMEANSRESERVEDREFNOEN151402006EWORLDWIDEFORCENNATIONALMEMBERSLICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN1514020068ECONTENTSPAGEFOREWORD3INTRODUCTION41SCOPE52NORMATIVEREFERENCES53TERMSANDDEFINITIONS54REQUIREMENTS65RECOMMENDATIONS7ANNEXAINFORMATIVEEXAMPLES102LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN151402006EFOREWORDTHISEUROPEANSTANDARDEN151402006HASBEENPREPAREDBYTECHNICALCOMMITTEECEN/TC320“TRANSPORTLOGISTICSANDSERVICES”,THESECRETARIATOFWHICHISHELDBYDSTHISEUROPEANSTANDARDSHALLBEGIVENTHESTATUSOFANATIONALSTANDARD,EITHERBYPUBLICATIONOFANIDENTICALTEXTORBYENDORSEMENT,ATTHELATESTBYOCTOBER2006,ANDCONFLICTINGNATIONALSTANDARDSSHALLBEWITHDRAWNATTHELATESTBYOCTOBER2006ACCORDINGTOTHECEN/CENELECINTERNALREGULATIONS,THENATIONALSTANDARDSORGANIZATIONSOFTHEFOLLOWINGCOUNTRIESAREBOUNDTOIMPLEMENTTHISEUROPEANSTANDARDAUSTRIA,BELGIUM,CYPRUS,CZECHREPUBLIC,DENMARK,ESTONIA,FINLAND,FRANCE,GERMANY,GREECE,HUNGARY,ICELAND,IRELAND,ITALY,LATVIA,LITHUANIA,LUXEMBOURG,MALTA,NETHERLANDS,NORWAY,POLAND,PORTUGAL,ROMANIA,SLOVAKIA,SLOVENIA,SPAIN,SWEDEN,SWITZERLANDANDUNITEDKINGDOM3LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN151402006EINTRODUCTIONINACCORDANCEWITHEN13816,MEASUREMENTOFDELIVEREDSERVICEQUALITYISPARTOFTHESERVICEQUALITYLOOP,WHERETHESELECTIONOFQUALITYCRITERIAANDAPPROPRIATEMEASURESMAYBOTHREFLECTANDDETERMINETARGETEDQUALITYMEASUREMENTISAVALUABLEMANAGEMENTANDMOTIVATIONALTOOLPROVIDEDITLEADSTOIMPROVEMENTACTIONSTHEVALIDITYOFTHEMEASUREMENTISAFFECTEDBOTHBYDESIGNANDCONDUCTTHISDOCUMENTISINTENDEDTOHELPCONSTRUCTTHEMEASUREMENTSYSTEMANDTOHELPUNDERSTANDANDREDUCETHECAUSESOFBIASTHATANYSYSTEMOFMEASUREMENTMAYINTRODUCE4LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN151402006E1SCOPETHISDOCUMENTPROVIDESBASICREQUIREMENTSANDRECOMMENDATIONSFORSYSTEMSTHATMEASUREDELIVEREDSERVICEQUALITYOFPUBLICPASSENGERTRANSPORTTOBEAPPLIEDINTHEFRAMEWORKOFEN13816THEREQUIREMENTSANDRECOMMENDATIONSSPECIFIEDINTHISDOCUMENTAPPLYBOTHTOTHIRDPARTYMEASUREMENTSANDMEASUREMENTSCONDUCTEDBYTHESERVICEPROVIDER2NORMATIVEREFERENCESTHEFOLLOWINGREFERENCEDDOCUMENTSAREINDISPENSABLEFORTHEAPPLICATIONOFTHISDOCUMENTFORDATEDREFERENCES,ONLYTHEEDITIONCITEDAPPLIESFORUNDATEDREFERENCES,THELATESTEDITIONOFTHEREFERENCEDDOCUMENTINCLUDINGANYAMENDMENTSAPPLIESEN138162002,TRANSPORTATIONLOGISTICSANDSERVICESPUBLICPASSENGERTRANSPORTSERVICEQUALITYDEFINITION,TARGETINGANDMEASUREMENT3TERMSANDDEFINITIONSFORTHEPURPOSESOFTHISEUROPEANSTANDARD,THETERMSANDDEFINITIONSGIVENINEN138162002ANDTHEFOLLOWINGAPPLY31CONTINUOUSMEASUREMENTCOLLECTIONOFDATATHATTAKESPLACEALLYEARROUND32GRIDTABLEUSEDFORCOLLECTINGDATAANDEVALUATINGTHEVARIOUSITEMSCOMPOSINGAQUALITYCRITERION33INDICATORQUANTITATIVEEXPRESSIONOFAQUALITYCRITERIONRESULTINGFROMAMEASUREMENTPROCESS34ITEMMEASUREDCOMPONENTOFCOMPLEXQUALITYCRITERION35MEASUREMENTPROCESSSETOFOPERATIONSTODETERMINETHEVALUEOFAMEASUREDQUALITYCRITERION36QUALITYCRITERIONREPRESENTATIONOFTHECUSTOMERVIEWOFTHESERVICEPROVIDED,ASSTATEDINEN138162002SUBCLAUSE3237SURVEYORPERSONCOLLECTINGDATA5LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN151402006EFIGURE1DIAGRAMILLUSTRATINGTHERELATIONSHIPBETWEENTHEDEFINEDTERMS4REQUIREMENTS41REQUIREMENTSAPPLYINGTOALLMEASUREMENTSYSTEMS411DESIGNOFTHEMEASUREMENTSYSTEMEACHQUALITYCRITERIONTOBEMEASUREDSHALLREFERTOTHELISTOFEIGHTCATEGORIESGIVENINEN13816THEDESIGNOFTHEMEASUREMENTSYSTEMSHALBALANCETHECUSTOMERSVIEWPOINTANDTHEUSEOFTHEMEASUREMENTASAMANAGEMENTTOOLFORREACHINGTARGETEDQUALITYMANAGEMENTVIEWPOINTSOMEQUALITYCRITERIAMAYNEEDTOBEDESCRIBEDMOREPRECISELYINAGRIDTHATLISTSANUMBEROFITEMSINTHISCASE,THEITEMSINTHEGRIDANDTHEIRWEIGHTSSHALLBEDESIGNEDINACCORDANCEWITHTHEPREVIOUSREQUIREMENTWHENITISNOTPOSSIBLETOCONTROL/MEASUREWHATCUSTOMERSPERCEIVE,EVIDENCESHALLBEGIVENTHAT,ASFARASTHECUSTOMERISCONCERNED,SPECIFIEDPROCEDURESHAVEBEENFOLLOWEDNOTEEGDECLARATIONBYADRIVERTHATHEMADEANANNOUNCEMENTTOTHEPASSENGERSINASUDDENABNORMALSITUATIONCANQUALIFYASEVIDENCEFOREACHMEASUREDQUALITYCRITERION,THERESHALLBEAPRECISEDEFINITIONOFWHATISINCONFORMITY/NOTINCONFORMITYTHEDELIVEREDQUALITYMEASUREDSHALLBERECORDEDEITHERAS“INCONFORMITY”,OR“NOTINCONFORMITY”ASSTATEDINEN138162002SUBCLAUSE42,THELEVELOFACHIEVEMENTSHALLBEEXPRESSED,WHEREAPPROPRIATE,ASARATIOOFPASSENGERSAFFECTED412CONDUCTOFMEASUREMENTTHEMEASUREMENTOFTHESERVICEQUALITYDELIVEREDSHALLBEDONEDURINGOPERATINGHOURSUPDATEDMEASUREMENTOFTHECHOSENQUALITYCRITERIASHALLBECONSOLIDATEDANDREPORTEDATLEASTONCEAYEAR6LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN151402006ETHEORGANISATIONALARRANGEMENTSFORMEASUREMENTSHALLBEDOCUMENTEDANDPROVISIONSSHALLBEMADEFORINSPECTIONANDAUDITCHANGESINTHEMETHODSANDREASONSFORTHECHANGESSHALLBEDOCUMENTEDTHEDATACOLLECTIONANDDATAPROCESSINGSHALLBETRANSPARENT,TRACEABLEANDVERIFIABLETHEITEMMEASUREDSHALLBERECORDEDASFIRSTOBSERVEDEVENIFIMMEDIATECORRECTIVEACTIONTAKESPLACE42SPECIFICREQUIREMENTSACCORDINGTOTHETYPEOFMEASUREMENT421GENERALMEASUREMENTSCANBEMADEBYSURVEYORSORBYTECHNICALMEANSTHEYCANBECONTINUOUSORBYSAMPLESEETABLEA1422SURVEYORSTHEPROFILE,SELECTIONANDTRAININGOFTHESURVEYORSSHALLBESPECIFIEDTHEIRBRIEFINGPROCESSANDONSITEMANAGEMENTSHALLBESPECIFIED423TECHNICALMEASUREMENTSDATACOLLECTEDAUTOMATICALLYSHALLBECOMPAREDFORCONSISTENCYPURPOSES,ATLEASTWHENTHESYSTEMOFDATACOLLECTIONISCREATEDORMODIFIED,WITHDATAFROMOTHERSOURCESOFMEASUREMENTRELEVANTTOTHESAMEQUALITYCRITERION424CONTINUOUSMEASURESITSHALLBEVERIFIEDTHATTHEMEASURETAKESPLACEWITHOUTINTERRUPTIONSTHATWOULDAFFECTTHERELIABILITYOFTHERESULTS425SAMPLINGMEASURESTHESIZE,CHOICEANDFREQUENCYOFTHESAMPLINGSHALLCONSIDERSTATISTICALRULESANDSHALLBEDOCUMENTEDITSHALLBEVERIFIEDTHATTHESURVEYSCHEMEISREPRESENTATIVEOFTHETYPEOFSERVICEINQUESTION5RECOMMENDATIONS51DESIGNOFTHEMEASUREMENTSYSTEMWHENDESIGNINGAMEASUREMENTSYSTEM,ITISRECOMMENDEDTOLOOKATBESTPRACTICESIMPLEMENTEDINCOMPARABLESITUATIONSAMEASUREMENTSYSTEM,EVENSIMPLE,CANBECONSIDEREDSATISFACTORYIFITLEADSONFIELDOPERATIONSTOMAINTAINANDTOINCREASECUSTOMERSATISFACTIONFORBENCHMARKINGPURPOSES,THESIMILARITIESANDDIFFERENCESBETWEENMEASUREMENTSYSTEMSSHOULDBETAKENINTOACCOUNTTHESELECTIONOFQUALITYCRITERIATOBEMEASUREDSHOULDBEMADEINACCORDANCEWITHRESULTSOFCUSTOMERSEXPECTATIONSSURVEYS7LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN151402006ETHENUMBEROFQUALITYCRITERIATOBEMEASUREDSHOULDBEBIGENOUGHTOCOVERTHEESSENTIALONESBUTLIMITEDBYTHECAPACITYTOMANAGETHEMDURINGTHEINITIALAPPLICATIONPHASEOFTHISSTANDARD,ITISRECOMMENDEDTOSTARTWITHAFEWQUALITYCRITERIAONLYONCETHEMEASURINGMETHODHASBEENMASTERED,THEIMPLEMENTATIONOFTHESTANDARDCANBEEXTENDEDTOOTHERQUALITYCRITERIA,THUSUNIFORMLYINCREASINGTHEMEASUREMENTPARAMETERSFORTHEPURPOSESOFCONTINUOUSIMPROVEMENTWHENMEASURINGQUALITY,ITISRECOMMENDEDTORESPECTTHEPRINCIPLESOFSTATISTICALRELIABILITYSOASTOKNOWIFTHERESULTSANDTHEIREVOLUTIONOVERTIMEARESIGNIFICANTORNOTFORSOMEQUALITYCRITERIA,TARGETEDQUALITYMAYVARYINDIFFERENTSITUATIONSINTHISCASE,ITISSUGGESTEDTODEFINEDIFFERENTMEASUREMENTPROCESSESANDINDICATORSCORRESPONDINGTOTHESESITUATIONSANDTOMEASUREACCORDINGLYTHEMEASUREMENTPROCESSESANDTHEINDICATORSCANREFERTOANYPARTOFTHESERVICEEGROUTE,ROUTECLUSTERS,SERVICEPOINTSORBEGLOBALONTHENETWORKIFAQUALITYCRITERIONISMEASUREDBYUSINGAGRID,ITISRECOMMENDEDTOVALIDATETHEITEMSANDTHEIRRELATIVEWEIGHTBYMEANSOFANENQUIRYAMONGTHECUSTOMERS,ANDTHENUMBEROFITEMSSHOULDBELIMITEDTOTHEMOSTIMPORTANTITEMSFORTHECUSTOMERSTHEDESIGNOFMEASURE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HETERMINALSTOPA3213DEFINITIONOFINCONFORMITY/NOTINCONFORMITYINCONFORMITYNOCUSTOMERHASTOLEAVETHEBUSONTHEROUTEDUETOATECHNICALFAILURENOTINCONFORMITYATLEASTONECUSTOMERHASTOLEAVETHEBUSONTHEROUTEDUETOATECHNICALFAILUREA3214RATIOOFCUSTOMERSBENEFITINGFROMTHESERVICETHENUMBEROFPASSENGERSCONCERNEDWHENABUSHASAFAILUREONTHEROUTEISCALCULATEDACCORDINGTOTHECOMMERCIALCAPACITYOFTHEBUSCOMBINEDWITHTHEHOUROFTHEFAILUREATPEAKHOURTHEBUSISCONSIDEREDTOBE100FULL,ATOFFPEAKHOURSITISSUPPOSEDTOBE40FULLTHESEVALUESAREBASEDONTHELASTDATACOLLECTION11LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN151402006ETHENUMBEROFPASSENGERSCONCERNEDBYBUSFAILURESISDIVIDEDBYTHETOTALNUMBEROFPASSENGERSFORACONSIDEREDPERIODTHISCANBECALCULATEDEITHERBYROUTEORFORTHENETWORKA3215SERVICESTANDARDANDLEVELOFACHIEVEMENTATLEAST99,5OFTHEPASSENGERSDONOTHAVETOLEAVETHEBUSONTHEROUTEFOLLOWINGATECHNICALFAILUREOFTHEBUSA322CONDUCTA3221ORGANISATIONALARRANGEMENTSINGENERALTHEMAINTENANCEDEPARTMENTRECORDSEVERYBUSFAILUREITISNECESSARYTOIDENTIFYSPECIFICALLYTHETECHNICALFAILURETHATOCCURREDONABUSROUTETHISISCHECKEDINACCORDANCEWITHTHEDAILYBUSOPERATIONREGISTERA3222PERFORMANCEDATACOLLECTIONEVERYFAILUREISREPORTEDTHEDATAARECOLLECTEDEVERYDAYITISIMPORTANTTOKNOWTHETYPEOFBUSCONCERNEDSOASTOEVALUATETHECOMMERCIALCAPACITYA3223EVALUATIONOFTHENUMBEROFCUSTOMERSTHETOTALNUMBEROFPASSENGERSISESTIMATEDUSINGTHECOMMERCIALSTATISTICSPUBLISHEDEVERYMONTHTHENUMBEROFPASSENGERSCONCERNEDBYBUSTECHNICALFAILURESISCALCULATEDASINA321A3224DATAPROCESSINGTHEDATAAREGIVENBYTHEMAINTENANCEDEPARTMENTTOTHEQUALITYDEPARTMENTTHECALCULATIONCANBEMADEEVERYMONTH,TERMORYEARACCORDINGTOTHENEEDSOFTHEMANAGEMENTA3225INSPECTIONSANDAUDITSTHECHECKINGBETWEENMAINTENANCEANDOPERATIONRECORDINGISTHEBESTWAYTOBESUREOFTHERELIABILITYOFTHEMAINTENANCEDEPARTMENTSTATISTICSTHISCANBEDONESYSTEMATICALLYORBYSAMPLINGTHECORRECTIVEACTIONSANDTHEIRRESULTSAREDOCUMENTEDANDREPORTEDA33EXAMPLEOFCONTINUOUSMEASUREMENTBYTECHNICALMEANSNAMEOFTHEMEASUREDQUALITYCRITERIONPHONEWAITINGTIMEATTHECUSTOMERCONTACTCENTRECCCCATEGORYOFTHECRITERIONREFERRINGTOEN138162002,325CUSTOMERCAREA331DESIGNA3311DETERMINATIONOFCUSTOMERVIEWPOINTTHEENQUIRIESABOUTCUSTOMERSEXPECTATIONSONGETTINGINFORMATIONORMAKINGSUGGESTIONS,CLAIMSANDCOMPLAINTSREVEALTHATTHERAPIDITYOFACCESSTOTHEINFORMATIONSERVICEISONEOFTHEMOSTIMPORTANTASPECTSACOMPROMISEINTERMOFDELAYFORTHECCCWASCHOSENANDAMEASUREMENTPROCESSANDANINDICATORWEREDEFINED12LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20100449,UNCONTROLLEDCOPY,CBSIBSEN151402006EN151402006EWHATDOTHECUSTOMERSWANTTOATTENDEVERYCALLIMMEDIATELYISIMPOSSIBLETHEREFORE,ASTANDARDLEVELWASSETWITHAHIGHACCEPTATIONAMONGTHECUSTOMERSTHERESULTSOFFORMERCUSTOMERSATISFACTIONENQUIRIESWERESTUDIEDINRELATIONTOTHEFORMERREPLYINGDELAYPRODUCEDANDOTHEREXTERNALCALLCENTRECASES,ANDASTANDARDTIMEOF10SWASCHOSENTHISCHOICEISCONSOLIDATEDBYTHETWOFOLLOWINGFACTSTHEDELIVEREDQUALITYWASMEASURED,LEADINGTORESULTSOFEXECUTIONOF95,AND94,1OFTHEENQUIREDCUSTOMERSSAIDTHATTHETIMEBEFOREBEINGATTENDEDTOISSUITABLEORVERY