EN 15140:2006

Public passenger transport - Basic requirements and recommendations for systems that measure delivered service quality

This document provides basic requirements and recommendations for systems that measure delivered service quality of public passenger transport to be applied in the framework of EN 13816.
The requirements and recommendations specified in this document apply both to third party measurements and measurements conducted by the service provider.

Öffentlicher Personennahverkehr - Grundlegende Anforderungen und Empfehlungen für Systeme zur Messung der erbrachten Dienstleistungsqualität

Dieses Dokument enthält grundlegende Anforderungen und Empfehlungen für Systeme zur Messung der im öffentlichen Personenverkehr erbrachten Dienstleistungsqualität, wie sie im Rahmen der EN 13816 anzu-wenden sind.
Die in diesem Dokument festgelegten Anforderungen und Empfehlungen gelten sowohl für Messungen durch Dritte als auch für Messungen, die vom Leistungserbringer selbst durchgeführt werden.

Transport public de voyageurs - Exigences fondamentales et recommandations pour les systèmes de mesure de la qualité réalisée

Le présent document fournit des exigences et des recommandations fondamentales pour les systèmes de
mesure de la qualité réalisée des services de transport public de voyageurs à appliquer dans le cadre de
l'EN 13816.
Les exigences et recommandations spécifiées dans le présent document s'appliquent tant aux mesures
effectuées par des tierces parties qu’à celles conduites par le prestataire du service.

Javni prevoz potnikov – Osnovne zahteve in priporočila za sisteme vrednotenja kakovosti izvedenih storitev

General Information

• Status: Published
• Publication Date: 25-Apr-2006
• ICS: 03.220.01 - Transport in general
• Technical Committee: CEN/TC 320 - Transport - Logistics and services
• Drafting Committee: CEN/TC 320/WG 5 - Passenger transport
• Current Stage: 9093 - Decision to confirm - Review Enquiry
• Completion Date: 07-May-2019
• Ref Project: SIST EN 15140:2006 - Public passenger transport - Basic requirements and recommendations for systems that measure delivered service quality

Standards Content (Sample)

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



EN 15140:2006 (E) 2 Contents Page Foreword.3 Introduction.4 1 Scope.5 2 Normative references.5 3 Terms and definitions.5 4 Requirements.6 5 Recommendations.7 Annex A (informative)
Examples.10



EN 15140:2006 (E) 3 Foreword This European Standard (EN 15140:2006) has been prepared by Technical Committee CEN/TC 320 “Transport – Logistics and services”, the secretariat of which is held by DS. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by October 2006, and conflicting national standards shall be withdrawn at the latest by October 2006. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: 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.



EN 15140:2006 (E) 4 Introduction In accordance with EN 13816, measurement of delivered service quality is part of the service quality loop, where the selection of quality criteria and appropriate measures may both reflect and determine targeted quality. Measurement is a valuable management and motivational tool provided it leads to improvement actions. The validity of the measurement
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