BS EN 15140 2006 ICS 03 220 01 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW BRITISH STANDARD Public passenger transport — Basic requirements and recommendations for systems t[.]
Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BRITISH STANDARD Public passenger transport — Basic requirements and recommendations for systems that measure delivered service quality ICS 03.220.01 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW BS EN 15140:2006 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 National foreword This British Standard is the UK implementation of EN 15140:2006 The UK participation in its preparation was entrusted to Technical Committee TW/2, Transport logistics and services A list of organizations represented on this committee can be obtained on request to its secretary This publication does not purport to include all the necessary provisions of a contract Users are responsible for its correct application Compliance with a British Standard cannot confer immunity from legal obligations This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 January 2010 © BSI 2010 ISBN 978 580 53852 Amendments/corrigenda issued since publication Date Comments Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140 EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM April 2006 ICS 03.220.01 English Version Public passenger transport - Basic requirements and recommendations for systems that measure delivered service quality Transport public de voyageurs - Exigences fondamentales et recommandations pour les systèmes de mesure de la qualité réalisée Öffentlicher Personennahverkehr - Grundlegende Anforderungen und Empfehlungen für Systeme zur Messung der erbrachten Dienstleistungsqualität This European Standard was approved by CEN on 16 March 2006 CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the Central Secretariat or to any CEN member This European Standard exists in three official versions (English, French, German) A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the official versions CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom EUROPEAN COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG Management Centre: rue de Stassart, 36 © 2006 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members B-1050 Brussels Ref No EN 15140:2006: E Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Contents Page Foreword Introduction Scope Normative references Terms and definitions .5 Requirements Recommendations Annex A (informative) Examples 10 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Foreword This European Standard (EN 15140:2006) has been prepared by Technical Committee CEN/TC 320 “Transport – Logistics and services”, the secretariat of which is held by DS This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by October 2006, and conflicting national standards shall be withdrawn at the latest by October 2006 According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Introduction In accordance with EN 13816, measurement of delivered service quality is part of the service quality loop, where the selection of quality criteria and appropriate measures may both reflect and determine targeted quality Measurement is a valuable management and motivational tool provided it leads to improvement actions The validity of the measurement is affected both by design and conduct This document is intended to help construct the measurement system and to help understand and reduce the causes of bias that any system of measurement may introduce Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Scope This document provides basic requirements and recommendations for systems that measure delivered service quality of public passenger transport to be applied in the framework of EN 13816 The requirements and recommendations specified in this document apply both to third party measurements and measurements conducted by the service provider Normative references The following referenced documents are indispensable for the application of this document For dated references, only the edition cited applies For undated references, the latest edition of the referenced document (including any amendments) applies EN 13816:2002, Transportation – Logistics and services – Public passenger transport – Service quality definition, targeting and measurement Terms and definitions For the purposes of this European Standard, the terms and definitions given in EN 13816:2002 and the following apply 3.1 continuous measurement collection of data that takes place all year round 3.2 grid table used for collecting data and evaluating the various items composing a quality criterion 3.3 indicator quantitative expression of a quality criterion resulting from a measurement process 3.4 item measured component of complex quality criterion 3.5 measurement process set of operations to determine the value of a measured quality criterion 3.6 quality criterion representation of the customer view of the service provided, as stated in EN 13816:2002 subclause 3.2 3.7 surveyor person collecting data Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Figure — Diagram illustrating the relationship between the defined terms Requirements 4.1 4.1.1 Requirements applying to all measurement systems Design of the measurement system Each quality criterion to be measured shall refer to the list of eight categories given in EN 13816 The design of the measurement system shall balance the customers viewpoint and the use of the measurement as a management tool for reaching targeted quality (management viewpoint) Some quality criteria may need to be described more precisely in a grid that lists a number of items In this case, the items in the grid and their weights shall be designed in accordance with the previous requirement When it is not possible to control/measure what customers perceive, evidence shall be given that, as far as the customer is concerned, specified procedures have been followed NOTE e.g declaration by a driver that he made an announcement to the passengers in a sudden abnormal situation can qualify as evidence For each measured quality criterion, there shall be a precise definition of what is "in conformity"/"not in conformity" The delivered quality measured shall be recorded either as “in conformity”, or “not in conformity” As stated in EN 13816:2002 subclause 4.2, the level of achievement shall be expressed, where appropriate, as a ratio of passengers affected 4.1.2 Conduct of measurement The measurement of the service quality delivered shall be done during operating hours Updated measurement of the chosen quality criteria shall be consolidated and reported at least once a year Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) The organisational arrangements for measurement shall be documented and provisions shall be made for inspection and audit Changes in the methods and reasons for the changes shall be documented The data collection and data processing shall be transparent, traceable and verifiable The item measured shall be recorded as first observed even if immediate corrective action takes place 4.2 Specific requirements according to the type of measurement 4.2.1 General Measurements can be made by surveyors or by technical means They can be continuous or by sample (see Table A.1) 4.2.2 Surveyors The profile, selection and training of the surveyors shall be specified Their briefing process and on-site management shall be specified 4.2.3 Technical measurements Data collected automatically shall be compared for consistency purposes, at least when the system of data collection is created or modified, with data from other sources of measurement relevant to the same quality criterion 4.2.4 Continuous measures It shall be verified that the measure takes place without interruptions that would affect the reliability of the results 4.2.5 Sampling measures The size, choice and frequency of the sampling shall consider statistical rules and shall be documented It shall be verified that the survey scheme is representative of the type of service in question 5.1 Recommendations Design of the measurement system When designing a measurement system, it is recommended to look at best practices implemented in comparable situations A measurement system, even simple, can be considered satisfactory if it leads on-field operations to maintain and to increase customer satisfaction For benchmarking purposes, the similarities and differences between measurement systems should be taken into account The selection of quality criteria to be measured should be made in accordance with results of customer’s expectations surveys Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) The number of quality criteria to be measured should be big enough to cover the essential ones but limited by the capacity to manage them During the initial application phase of this standard, it is recommended to start with a few quality criteria only Once the measuring method has been mastered, the implementation of the standard can be extended to other quality criteria, thus uniformly increasing the measurement parameters for the purposes of continuous improvement When measuring quality, it is recommended to respect the principles of statistical reliability so as to know if the results and their evolution over time are significant or not For some quality criteria, targeted quality may vary in different situations In this case, it is suggested to define different measurement processes and indicators corresponding to these situations and to measure accordingly The measurement processes and the indicators can refer to any part of the service (e.g route, route clusters, service points) or be global on the network If a quality criterion is measured by using a grid, it is recommended to validate the items and their relative weight by means of an enquiry among the customers, and the number of items should be limited to the most important items for the customers The design of measurement processes depends on the means and equipment used for the measurements The statement of service standard can be based on customer expectation and/or on the comparison between satisfaction surveys and delivered quality of the existing service It is recommended to use the ratio of customers as much as possible to express the results, thus allowing the management to give priorities to its actions leading to quality improvement If the number of customers is not measured, it is recommended to use a justified and appropriate estimation When quality indicators are used in a contractual relationship between a transport authority and an operator, the measurement processes should be understood and agreed on by the contractual partners The allocation of responsibility should be clearly defined in the contract Causes considered as external could be excluded in the expression of the contractual level of achievement In the case of measurements conducted by surveyors, it is recommended, at least from time to time, to take measurements in the presence of the contractual partners It should be verified that the evolution of indicators matches customer satisfaction enquiry trends 5.2 Conduct of measurement The methodology underlying the measurement system should be as stable as possible, so as to allow comparisons (for instance between different periods) When changing the methods of measurement, the results should be predicted and evaluated In the case of measurement conducted by surveyors, to help them measure as consistently as possible, it is recommended to provide them with guidelines giving examples, if necessary with pictures It is recommended to audit the measurement system regularly and to audit the data collection and data processing system at least once a year A balance should be found between the precision required and the costs, since the measurements can be expensive (for instance, size of the samples or measurement of the number of passengers) Costs can be optimised by performing several kinds of measurements at the same time (e.g a surveyor can measure information and cleanliness at the same time) Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Annex A (informative) Examples A.1 General As mentioned in 4.2, there are different types of measurement according to the applied means and the frequency of sampling In this annex, some examples are documented to illustrate measurement systems in compliance with basic requirements and recommendations of this document For some selected criteria of EN 13816, features of realized measurement systems are described hereafter These examples and the numerical values are only given to assist the reader in building his own measurement processes and indicators, which depend on the local situation and the policy followed A.2 Structure Each example is described using the same structure, which can be used as a guideline in the conception of measurement processes and indicators: name of the measured quality criterion; category of the criterion (referring to EN 13816:2002, 3.2); design: determination of customer viewpoint: describe how the customer viewpoint is assessed; management viewpoint: explain how consistency with operational process is ensured; definition of "in conformity"/"not in conformity": insert grid if existing; ratio of customers benefiting from the service: explain how the indicator is calculated or estimated; service standard and level of achievement: give a brief statement; conduct: organisational arrangements; performance data collection: describe how data collection is performed and, if existing, mention detection of unacceptable performance; evaluation of the number of customers: describe how the number of customers is calculated or estimated; data processing: describe how data processing is performed and, if existing, mention detection of unacceptable performance; inspections and audits 10 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) A.3 Examples A.3.1 The following table gives examples, classified according to the types of measurement Table A.1 — Examples Continuous Surveyors Technical means Sample Availability of buses on the route (A.3.2) Cleanliness in trains (A.3.3) Phone waiting time at the Customer Contact Center (CCC) (A.3.3) Punctuality of bus services (A.3.7) Bus cleanliness (A.3.5) Punctuality of train services (A.3.4) A.3.2 Example of continuous measurement by surveyors Name of the measured quality criterion: availability of buses on the route; category of the criterion (referring to EN 13816:2002, 3.2): Availability A.3.2.1 A.3.2.1.1 Design Determination of customer viewpoint Even if in most cities the failure of a bus during the journey on a bus route is quite rare, when it does happen it is a very trying experience The passengers have to leave the bus, and wait either for the next bus or for a new bus sent from the depot Passengers who where comfortably seated may thus find themselves squeezed among other passengers A.3.2.1.2 Management viewpoint Preventive maintenance is very important to prevent failures on the bus route However it is visible only when there are failures and enquiries This quality criterion is a good means to show the work done by the maintenance services and improve the general bus quality It also can prevent the maintenance team from using the fact that the bus route passes in front of the depot to change a bus on the route rather than at the terminal stop A.3.2.1.3 Definition of "in conformity"/"not in conformity" In conformity: no customer has to leave the bus on the route due to a technical failure Not in conformity: at least one customer has to leave the bus on the route due to a technical failure A.3.2.1.4 Ratio of customers benefiting from the service The number of passengers concerned when a bus has a failure on the route is calculated according to the commercial capacity of the bus combined with the hour of the failure (at peak hour the bus is considered to be 100 % full, at off peak hours it is supposed to be 40 % full These values are based on the last data collection) 11 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) The number of passengers concerned by bus failures is divided by the total number of passengers for a considered period This can be calculated either by route or for the network A.3.2.1.5 Service standard and level of achievement At least 99,5 % of the passengers not have to leave the bus on the route following a technical failure of the bus A.3.2.2 A.3.2.2.1 Conduct Organisational arrangements In general the maintenance department records every bus failure It is necessary to identify specifically the technical failure that occurred on a bus route This is checked in accordance with the daily bus operation register A.3.2.2.2 Performance data collection Every failure is reported The data are collected every day; it is important to know the type of bus concerned so as to evaluate the commercial capacity A.3.2.2.3 Evaluation of the number of customers The total number of passengers is estimated using the commercial statistics published every month The number of passengers concerned by bus technical failures is calculated as in A.3.2.1 A.3.2.2.4 Data processing The data are given by the maintenance department to the quality department The calculation can be made every month, term or year according to the needs of the management A.3.2.2.5 Inspections and audits The checking between maintenance and operation recording is the best way to be sure of the reliability of the maintenance department statistics This can be done systematically or by sampling The corrective actions and their results are documented and reported A.3.3 Example of continuous measurement by technical means Name of the measured quality criterion: phone waiting time at the Customer Contact Centre (CCC); category of the criterion (referring to EN 13816:2002, 3.2): Customer Care A.3.3.1 A.3.3.1.1 Design Determination of customer viewpoint The enquiries about customer’s expectations on "getting information" or "making suggestions, claims and complaints" reveal that the rapidity of access to the information service is one of the most important aspects A compromise in term of delay for the CCC was chosen and a measurement process and an indicator were defined 12 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) What the customers want? To attend every call immediately is impossible; therefore, a standard level was set with a high acceptation among the customers The results of former customer satisfaction enquiries were studied in relation to the former replying delay produced and other external Call Centre cases, and a standard time of 10 s was chosen This choice is consolidated by the two following facts: the delivered quality was measured, leading to results of execution of 95 %, and 94,1 % of the enquired customers said that the time before being attended to is suitable or very short A.3.3.1.2 Management viewpoint A special area with a high technological system and specially trained employees attends to customer’s calls in the CCC; the measurement process suits perfectly the operational process Both are programmed and managed to ensure the level of achievement A.3.3.1.3 Definition of "in conformity"/"not in conformity" A call attended in more than 10 s is not in conformity, in 10 s or less is in conformity In the case of activation of the automatic answering system, if the customer chooses to wait for a personal contact, the time continues counting If the customer chooses the automatic information option, the call is considered as attended in conformity If the customer abandons after waiting more than 10 s, this is considered as not in conformity A.3.3.1.4 p= Ratio of customers benefiting from the service ∑ call_in_conformity Period_of_ measuremen t_of_the_i ndicator ∑ all_the_calls × 100 Period_of_ measuremen t_of_the_i ndicator A.3.3.1.5 Service standard and level of achievement More than 95 % of the calls received at the CCC are attended in 10 s or less A.3.3.2 A.3.3.2.1 Conduct Organisational arrangements The system itself was designed for measuring performance The manager of the team verifies that the control system is available A.3.3.2.2 Performance data collection Automatically, for every call, the system measures and registers the delay for being attended or abandoned The direct monitoring of the number of calls performed by the manager allows the detection of unacceptable performance, and may lead to an immediate corrective action (e.g increasing the number of employees) A.3.3.2.3 Evaluation of the number of customers Each entering call corresponds to one customer; the number of customers is also registered by the system itself A.3.3.2.4 Data processing A specific software processes the registered data and calculates the indicator 13 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) A.3.3.2.5 Inspections and audits Registered data are protected against modifications During the audits of the quality system, auditors verify that the measurement process is reliable and suitable on the basis of data samples The consistency of the system is periodically checked by comparison with customer complaints and mystery shopper’s calls A.3.4 Example of continuous measurement by technical means Name of the measured quality criterion: punctuality of train services; category of the criterion (referring to EN 13816:2002, 3.2): Time A.3.4.1 A.3.4.1.1 Design Determination of customers viewpoint All surveys show that one of the most important expectations from the train customers is to get on time to their destination; this is particularly relevant for frequent passengers who commute every day Surveys allowing the train customers to express themselves directly on that matter, however, show that a minute delay is the commonly accepted limit on a daily ride A.3.4.1.2 Management viewpoint Punctuality being one of the chief expectations among the train customers, the train traffic is permanently controlled, and all the differences between the actual time of arrival and the scheduled time of arrival are checked and registered To manage regularity, special attention is paid to the trains running during peak hours, namely between A.M and A.M and 4.30 P.M and 7.30 P.M A.3.4.1.3 Definition of "in conformity" / "not in conformity" A train is "in conformity" if it gets at a checking point with less than delay A cancelled train is considered as a delayed train Checking points are usually the central terminal stops in the morning peak hours and main stops the rest of the day A.3.4.1.4 Ratio of customers benefiting from the service Several methods can be used to give the same result while taking into account the number of passengers on a given line One of them consists in counting the numbers of passengers on the line so as to give a different weight to the peak hours and the off peak hours and to use this result to put more emphasis on the service on peak hour trains contrasted with the service on non peak hour trains If we consider 60 % the ratio of passengers during the peak hours as defined above and 40 % the ratio of passengers outside the peak hours, then we have: 14 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Table A.2 Types of trains Ratio of customers Conformity rates at arrival Peak hour 60 % 93 % Non peak hour 40 % 86 % Percentage of customers who get the service “in conformity” A.3.4.1.5 (60 % x 93 %) + (40 % x 86 %) = 90,2 % Service standard and level of achievement On a given line, at least 90 % of the passengers get on time to the checking point A.3.4.2 A.3.4.2.1 Conduct Organizational arrangements A dedicated team of the train operator manages the data collection and the actions needed to maintain or correct a situation A.3.4.2.2 Performance data collection The data collection system is automatic and technical; it consists of sensors placed along the tracks and in the stations The data are collected continuously and consolidated every week or month A.3.4.2.3 Evaluation of the number of customers The counting operation is organized once a year on each line; in case of a major change in the organisation of the service of a line, another counting operation is held to update the result A.3.4.2.4 Data processing The data is transferred on a daily basis for management purposes and put together every week or month to provide a result for a given line The process allowing calculation with the passenger weighting is subcontracted to a company, which is in charge of providing management scoreboards for every line A.3.4.2.5 Inspections and audits The system is audited regularly by external auditors A.3.5 Example of measurement by sampling using surveyors (1) Name of the measured quality criterion: cleanliness in trains; category of the criterion (referring to EN 13816:2002, 3.2): Comfort A.3.5.1 A.3.5.1.1 Design Determination of customer viewpoint Customer expectation surveys are conducted in order to determine which are the relevant items and to give weight to each one This is done by means of a survey, which uses open questions asking customers to rank the cleanliness items in order of importance (see list of items of the grid and weights in Table A.3) 15 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Table A.3 Weights Items αI (%) Floors 25 Seats (Luggage racks) 20 Doors 15 Handrails 10 Windows Exterior Ceiling Walls Inform boards/TV Screens Driver’s cab Total A.3.5.1.2 100 Management viewpoint This criterion includes brightness aspects but not maintenance aspects because they belong to two different management processes The items mentioned as “important” by the customer and measured are clearly identified by the staff The evaluation of each item is based on the evaluation of the different aspects of non-cleanliness (Graffiti, rubbish, stickers, stains and dust – see the columns of the grid, Table A.4) and linked to the different tasks of cleaning A.3.5.1.3 Definition of "in conformity"/"not in conformity" According to the amount of graffiti, rubbish (cigarette ends, papers, chewing-gum), stickers, stain, and dust, a mark mij will be given for each item and aspect (if applicable), between and 3:0 = very bad, = bad, = good, = very good 16 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) Table A.4 — Principle of global mark calculation Aspect Item / Weights Graffiti Rubbish Stickers Stain Dust αi (%) Floors 25 Seats 20 Doors Handrails X X 15 X 10 mij Windows X Exterior X Ceiling X Walls X TV screens X Driver’s cab X Vi average along aspects Result of α i * Vi Vi = (1/ni) Σj mij αi * Vi X X M = Σi αi Vi Global mark: i: item, j aspect, mij mark for item i and aspect j ni = number of aspects applying to item I X: non applicable The determination of this level of conformity is based on both the management viewpoint (former results and challenged improvement) and the customer viewpoint (expected marks for each item and weight, see Table A.5) Table A.5 — Determination of conformity threshold Aspect Item / Weights αi Vi average along aspects Result of αi * Vi Graffiti Rubbish Stickers Stain Dust Floors 3 25 2,4 0,60 Seats 3 2 20 2,6 0,52 Doors X 2 15 2,5 0,375 Handrails X X 3 10 2,67 0,267 Windows X 3 2,75 0,22 Exterior X 3 0,15 Ceiling X 2 X 0,1 (%) Walls X 2 2,5 0,125 TV screens X 3 2,75 0,137 Driver’s cab X 2 X 2 Conformity threshold: 0,04 2,53 X: non applicable A measured train is in conformity when the resulting mark M (see grid, Table A.4) of its inspection is equal or more than 2,53 and is not in conformity when the mark is less 17 Licensed Copy: athen reading, Reading University Library, 24/01/2010 04:49, Uncontrolled Copy, (c) BSI BS EN 15140:2006 EN 15140:2006 (E) A.3.5.1.4 Ratio of customers benefiting from the service For every "in conformity inspection", the "customers in conformity" are the passengers of the day and line of the train inspected For every "Not in conformity inspection", the "customers not in conformity" are the passengers of the day and line of the train inspected ∑ Customers_in_conformity Inspections_in_Period_of_measu rement_of_ the_indicator p= ∑ Customers_in_conformity Inspections_in_Period_of_measu rement_of_ the_indicator A.3.5.1.5 + ∑ Customers_not_in_conformity × 100 Inspections_in_Period_of_measu rement_of_ the_indicator Service standard and level of achievement More than 95 % of the passengers find trains in conditions of cleanliness that are equal to or higher than the conformity threshold A.3.5.2 A.3.5.2.1 Conduct Organisational arrangements The measurement is made by a subcontractor The subcontractor is provided with the rules for sampling and planning inspections during the month All the days of the week and the full range of operating hours are sampled successively The subcontractor’s surveyors are also provided with a detailed guideline for evaluating the train cleanliness (pictures, descriptions, etc.) A.3.5.2.2 Performance data collection In each inspection, a surveyor walks through two cars randomly chosen in the train and looks at each item (floor, seats, doors, etc.) to evaluate it on a scale of to on all aspects (if applicable) He reports his evaluations and observations on the grid and then enters both types of data in a database A.3.5.2.3 Evaluation of the number of customers A software simulating transit in stations and trains gives the number of passengers using each station and line for each type of day (working day, Saturday and holiday) A.3.5.2.4 Data processing When the company receives the collected data, it calculates the indicator using a simple spreadsheet 18