NF EN 13816

NF EN 13816

September 2002
Standard Current

Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement

Le présent document a pour principal objet la mise en oeuvre d'une approche qualité de service dans l'exploitation du transport public de voyageurs. Il spécifie les exigences permettant de définir, de cibler et de mesurer la qualité du service.

See more
View the extract
Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

September 2002

Number of pages

38 p.

Reference

NF EN 13816

ICS Codes

03.120.10   Quality management and quality assurance
03.220.01   Transport in general

Classification index

X50-805

Print number

1 - 07/12/2002

European kinship

EN 13816:2002
Sumary
Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement

Le présent document a pour principal objet la mise en oeuvre d'une approche qualité de service dans l'exploitation du transport public de voyageurs. Il spécifie les exigences permettant de définir, de cibler et de mesurer la qualité du service.
Replaced standards (1)
XP X50-805
February 2000
Standard Cancelled
Transportation services - Public Passenger Transport - Service quality definition, targeting and measurement

La présente norme expérimentale a pour principal objet la mise en oeuvre d'une approche qualité de service dans l'exploitation du transport public de voyageurs.

Standard replaced by (1)
XP X50-805
February 2000
Standard Cancelled
Transportation services - Public Passenger Transport - Service quality definition, targeting and measurement

La présente norme expérimentale a pour principal objet la mise en oeuvre d'une approche qualité de service dans l'exploitation du transport public de voyageurs.

Table of contents
  • Avant-propos
    3
  • Introduction
    4
  • 1 Domaine d'application
    5
  • 2 Termes et définitions
    5
  • 3 Méthodologie
    6
  • 3.1 Le cycle de la qualité
    6
  • 3.2 Critères de qualité
    8
  • 4 Exigences pour la qualité du service
    8
  • 4.1 Conformité
    8
  • 4.2 Management de la qualité
    8
  • 4.3 Définition de la qualité de service
    9
  • 4.4 Mesure de la qualité de service
    9
  • 5 Recommandations
    10
  • 5.1 Engagement des parties intéressées
    10
  • 5.2 Définition des responsabilités
    10
  • 5.3 Autres outils de management de la qualité
    11
  • Annexe A (informative) Critères de qualité
    12
  • Annexe B (informative) Glossaire de termes relatifs au transport public de voyageurs
    16
  • Annexe C (informative) Note informative sur la mesure de la performance et de la satisfaction
    22
ZOOM ON ... the Requirements department
To comply with a standard, you need to quickly understand its issues in order to determine its impact on your activity.

The Requirements department helps you quickly locate within the normative text:
- mandatory clauses to satisfy,
- non-essential but useful clauses to know, such as permissions and recommendations.

The identification of these types of clauses is based on the document “ISO / IEC Directives, Part 2 - Principles and rules of structure and drafting of ISO documents ”as well as on a constantly enriched list of verbal forms.

With Requirements, quickly access the main part of the normative text!

With Requirements, quickly access the main part of the normative text!
New: UPSELL service
- The UPSELL service allows you to easily update one of your standards.
- With a single click, add a new language, the Requirements or Redline+ service and add one or more additional users.
- Whether you are in the process of acquiring a standard or it is already available in your personal space, the UPSELL service is available at every stage to help you understand it and implement it within your organization.
Need to identify, monitor and decipher standards?

COBAZ is the simple and effective solution to meet the normative needs related to your activity, in France and abroad.

Available by subscription, CObaz is THE modular solution to compose according to your needs today and tomorrow. Quickly discover CObaz!

Request your free, no-obligation live demo

I discover COBAZ