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  • Abstract:
    This EN specifies the requirement to define, target and measure quality of service in public passenger transport (PPT), and provides guidance for the selection of related measurement methods. It is intended to be used by service providers in the presentation and monitoring of their services but is also recommended for use by authorities and agencies responsible for the procurement of PPT services in the preparation of invitations to tender.
  • Document number:
    DIN EN 13816
  • Issuing date:
    2002-07-01
  • Document type:
    Norm
  • Title:
    Transportation - Logistics and services - Public passenger transport; Service quality definition, targeting and measurement; German version EN 13816:2002
  • Replaces:
    DIN EN 13816(2000-04)
  • Author:
    Services Standards Committee
  • Search term:
    Accessibility; Availability; Care; Catalogue of criteria; Customers; Definitions; Determinations; Environment; Inspection; Management; Passenger local traffic; Passenger traffic; Performance; Persons; Providers; Public passenger local traffic; Public passenger transport; Public transport; Quality; Quality assurance; Quality improvement; Quality management; Quality requirements; Railway applications; Railways; Services; Specification (approval); Suppliers; Traffic; Transport; Transport services
  • Application areas:
    06.20 Fahrzeuge, Fahrzeugteile; 35.20 Nicht an Produkten oder Anlagen, Maschinen und Geräten orientierter Arbeitsschutz (Arbeitsschutz im Dienstleistungsbereich u. Ä.)
  • Hazards:
    AB Terminologische Festlegungen in Normen mit Arbeitsschutzbezug; HD Handhabungsfaktoren (Gestaltung und Anordnung von Bedienelementen, Bewegungsraum, Gestaltung und Handhabbarkeit von Arbeitsmitteln, Sichtfeld, Standsicherheit)
  • ICS:
    01.040.03 Services. Company organization, management and quality. Administration. Transport. Sociology (Vocabularies); 03.220.01 Transport in general
  • Price:
    123,10 EUR
  • Cited in:
    DIN 77200-2 (2020-07); DIN SPEC 77227 (2016-03); FGSV 145 (2006); FGSV 145/1 (2010); FGSV 151 (2009); FGSV 166 (2017); FGSV 361 (2018); FGSV 386/1 (2019); VDE-AR-E 2757-1 (2013-05); VDV 822 (2016-09); VDV 825 (2015-04); VDV 825 (2020-11); VDV 826 (2006-06); VDV 827 (2010-12); VDV 828 (2011-07); VDV 881 (2006-05); VDV 881 (2019-03)
  • Identical with:
    EN 13816(2002-04)<IDT>; SN EN 13816(2002-03)<IDT>; TS EN 13816(2014-01-02)<IDT>
  • Update flag:
    Unchanged