BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT Transparencies 2003 EU-funded Urban Transport Research Project Results 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 PerceivedDelivered 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 Leadership 10% People Management 9% People Satisfaction 9% Processes 14% Business Results 15% Policy and Strategy 8% Resources 9% Customer Satisfaction 20% Impact On Society 6% Enablers 50%Results 50% Source: EFQM

BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT EQUIP clustering of indicators: SELF-ASSESSMENT METHODS (3) 1Company profile (21) 2External influences on operator (13) 3Revenue and fare structure (9) 4Asset/Capacity utilisation (8) 5Reliability (5) 6Production costs (3) 7Company performance (4) 8Technical performance (6) 9Employee satisfaction (12) 10Customer satisfaction (7) 11Safety 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 A D CB (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 SERVICE QUALITY INCREASED FINANCIAL CAPACITY TO IMPROVE SERVICE QUALITY HIGHER ATTRACTIVENESS OF THE SERVICES HIGHER WILLINGNESS TO PAY PERFORMANCE OF QUALITY MANAGEMENT HIGHER FARESNEW CUSTOMERSLOST 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 TENDERS Influence of the legal framework Market regulation Procedures regulatedlimited competitionfree competition free access open tendering restricted tendering direct negotiation

BENCHMARKING AND QUALITY MANAGEMENT IN PUBLIC TRANSPORT Source: Quattro 2.2. QUALITY CONTRACTS AND TENDERS Influence of the share of risks Types of contracts net costgross costmanagement Risksauthbothopeauthbothopeauthbothope 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