Services Standards: Defining the Core Consumer Elements ... - ANEC

Services Standards
Scope/purpose
Management
and staff
Service
provider/person
nel
Public
passenger
transport –
Service quality
definition,
targeting and
measurement
EN 13816
Specifies the
requirements to
define, target
and measure
quality of
service in public
passenger
transport and
provides
guidance for the
selection of
related
measurement
methods
5.
Recommendatio
ns on
commitment
between
participating
parties and
allocation of
responsibilities
(5.2.)
2. Equipment and premises
Goods
transport
chains, Code
of practice for
the provision
of cargo
transport
services
EN 13876
Designed to
assist
customers,
carriers and
freight arrangers
to identify a best
operating
practice capable
of operation in
conjunction with
existing customs
or trade and
commerce to
minimise errors
and to reduce
claims of lost
and/or damage
to cargo
4.
responsibilities
and control
(clearly defined
management
systems)
Public
passenger
transport -
Basic
requirements
and
recommendati
ons for
systems that
measure
delivered
service quality
EN 15140
The document
provides basis
requirements
and
recommendatio
ns for systems
that measure
delivered
service quality
of public
passenger
transport to be
applied in the
framework of
EN 13816
Business Plan
Transport –
Logistics and
services
CEN TC 320
It is suggested
that CEN TC
320
should consider
inter alia the
formulation of a
strategic, long
term objective
from a
passenger’s
point of view
In contrast to the striking importance of quality and safety issues relating to
equipment and premises in the field of transport the four technical standards
remain rather modest. There are only a few broadly termed requirements on the
security of the equipment (European standard EN 13816 on public passenger
175