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BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
Transparencies 2003
EU-funded Urban Transport Research Project Results
www.eu-portal.net
TRANSPORT TEACHING MATERIAL
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
OVERVIEW SLIDE
Introduction
7 quality management tools
Fundamentals, partnerships, responsibilities
Conclusion
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
INTRODUCTION
First short approach of definition of quality and benchmarking in public transport.
Pedagogical objectives of the presentation.
Why these notions are important.
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
7 QUALITY MANAGEMENT TOOLS
• Quality partnerships
• Guarantee of service
• Quality loop
• CEN framework
• Benchmarking
• Standardisation and certification
• Self-assessment methods
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
QUALITY LOOP
Expected Targeted
Perceived Delivered
Measurement of the performance
Measurement of the customer satisfaction
FINAL CUSTUMERS: SERVICE CONTRIBUTORS: Passengers and city dwellers Operator, Authorities, Police,
Road department
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
QUALITY LOOP: « EXPECTED »
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
QUALITY LOOP: « WANTED »
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
QUALITY LOOP: « PROVIDED »
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
QUALITY LOOP: « PERCEIVED »
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
QUALITY LOOP: « OVER-QUALITY »
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
SELF-ASSESSMENT METHODS (1)
Definition: measure one’s own performance
Example: EFQM self-assessment model (nine management data sources and proposes a weighted assessment method).
Example: EQUIP model (UPT indicators).
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
SELF-ASSESSMENT METHODS (2)The EFQM self assessment model
Leadership10%
PeopleManagement 9%
PeopleSatisfaction 9%
Processes
14%
BusinessResults
15%
Policy andStrategy 8%
Resources9%
CustomerSatisfaction 20%
Impact OnSociety 6%
Enablers 50% Results 50%
Source: EFQM
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
EQUIP clustering of indicators:
SELF-ASSESSMENT METHODS (3)
1 Company profile (21)
2 External influences on operator (13)
3 Revenue and fare structure (9)
4 Asset/Capacity utilisation (8)
5 Reliability (5)
6 Production costs (3)
7 Company performance (4)
8 Technical performance (6)
9 Employee satisfaction (12)
10 Customer satisfaction (7)
11 Safety and security (3)
Total: 91
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
SELF-ASSESSMENT METHODS (4)
EQUIP major indicators: 27
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
SELF-ASSESSMENT METHODS (5)
Passengers perception of quality
Opinion rating
Importance rating
AD
C B
3
4321
2
1
(2.92, 2.76)
4
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
BENCHMARKING (1)
The concept of Benchmarking:
• The word itself
• The goals
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
• Internal benchmarking
• External benchmarking among operators
• External benchmarking among authorities
BENCHMARKING (2)
Types of benchmarking in UPT:
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
The approach itself
Key factors for successful benchmarking:
BENCHMARKING (3)
• General conditions
• Role of management
• Choice of the subject
• Choice of the people
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
BENCHMARKING: CONDITIONS
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
BENCHMARKING: MANAGEMENT
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
BENCHMARKING: CHOICE
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
BENCHMARKING: PEOPLE
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
BENCHMARKING: APPROACH
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
Phase 1 : Planning and data collection
Phase 2 : Analysis
Phase 3 : Integration
Phase 4 : Action
BENCHMARKING (4)
The formal benchmarking process:
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
STANDARDISATION AND CERTIFICATION
ISO = by the processes
AFNOR : by the service provided
Two main approaches:
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
STANDARDISATION
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
• A recent approach
• Example of UK
QUALITY PARTNERSHIPS
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
GUARANTEE OF SERVICE
Objectives
• Charters: different types
• Compensations: financial or others
• Service guarantees and contracts
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
CEN QUALITY FRAMEWORK (1)
1. Availability
2. Accessibility
3. Information
4. Time
8 main indicators:
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
CEN: AVAILABILITY
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
CEN: ACCESSIBILITY
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
CEN: INFORMATION
On street underground real time displayer in Stuttgart
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
CEN: TIME
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
CEN QUALITY FRAMEWORK (2)
8 main indicators (continuing):
5. Customer care
6. Comfort
7. Security
8. Environment
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
CEN: CUSTOMER CARE
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
CEN: COMFORT
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
FUNDAMENTALS, PARTNERSHIPS, RESPONSIBILITIES
• Fundamentals of quality management
• Contracts and tenders
• Responsibilities of the main actors
Content of the second part of the presentation:
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
2.1. FUNDAMENTALS OF QUALITY MANAGEMENT IN UPT (1)
• Quality and planning
• A shared responsibility
• Measurement and management
• UPT and quality of environment
• People’s management
• A virtuous process
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
2.1. FUNDAMENTALS OF QUALITY MANAGEMENT IN UPT (2)
Source: Quattro
A virtuous process: the willingness to pay circle
BETTER SERVICEQUALITY
INCREASED FINANCIALCAPACITY TO IMPROVE
SERVICE QUALITY
HIGHERATTRACTIVENESSOF THE SERVICES
HIGHER WILLINGNESSTO PAY
PERFORMANCE OF QUALITY
MANAGEMENT
HIGHER FARES NEW CUSTOMERS LOST CUSTOMERS
HIGHER REVENUES3
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
2.2. QUALITY CONTRACTS AND TENDERS
• Influence of the legal framework
• Influence of the share of risks
• Use the tender to promote quality
• Quality in the contract itself
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
2.2. QUALITY CONTRACTS AND TENDERSInfluence of the legal framework
Market regulation
Procedures regulated limited competition free competition
free access
open tendering
restricted tendering
direct negotiation
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
Source: Quattro
2.2. QUALITY CONTRACTS AND TENDERSInfluence of the share of risks
Types of contracts
net cost gross cost management
Risks auth both ope auth both ope auth both ope
political
production
revenue
financial
planning
environmental
contractual
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
QUALITY AND CONTRACTS
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
QUALITY AND TENDERS
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
2.3. RESPONSIBILITIES OF THE MAIN ACTORS
• Public authorities
• Operators
• Equipment manufacturers
BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT
• Although « Quality » is a rather complex concept, there are many tools to implement and improve it (the 7 dwarfs !)
• Among them, Benchmarking is a more and more recognised useful tool.
• Beside the tools, several key elements contribute strongly to interact with quality.
• Let ’s now use the same European concepts... !
CONCLUSION