Transportation. Logistics and services. Public passenger transport. Service quality definition, targeting and measurement Ingestion-build-228203 ISO/IEC 20000 and OHSAS 18001

ISO/IEC 20000 and OHSAS 18001

Annex D (informative) Concepts

or variations of the element tested

Overview of the information security risk management process

Transportation. Logistics and services. Public passenger transport. Service quality definition, targeting and measurement Ingestion-build-228203 ISO/IEC 20000 and OHSAS 18001BS EN 13816: 2002 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.