General information

Quality assessment of urban transport for three more years in Munich

Stadtwerke München GmbH assigns PB-Consult GmbH to evaluate the actual service quality of their local city transport for another more >>

New Managing Director Georg Kern

Gauff Rail Engineering (GRE) is the new shareholder of PB-Consult. The purchase more >>

German Minister for Transport Ramsauer visited the PB-Consult presentation at the Innotrans

Even the German Minister for Transport Ramsauer visited the PB-Consult presentation at the Innotrans to be informed about current more >>

Job Offers

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Quality & Competitiveness

Vehicles. Transport services. Passenger transfer. Stations. Passenger information. Personnel. Ticket centers. Service hotlines.

By managing quality customer orientation can be combined with economic resource efficiency. Quality control systems according to EN 13816 ensure fair and measureable conditions in a quality competition. We are your reliable partner for data acquisition, analysis, presentation and the resulting definition of process improvement measures in public transport. We assist you during the tendering and contract award procedures, in contractual agreements and the implementation of quality control systems.

Quality measurement by Mystery Shopping

We measure the existing service quality by Mystery Shopping surveys

  • Appearance, equipment and condition
  • Transport service and passenger transfer quality
  • Passenger information during normal operation and in case of interferences
  • Subjective security
  • Accessibility

Customer interviews

We organize customer interviews on

  • Customer satisfaction
  • Habitual use of public transport

Process key data

We determine process key data for transport operators

  • Development, test period, implementation of quality key data
  • Quality data bases for analysis and presentation of quality information
  • Quality barometer for internal/ sector-wide benchmarking

Quality management

We offer consulting services concerning process improvement and implementation of quality management systems in accordance with EN 13816 and the ISO 9000 family.

Tendering and contracting

We render assistance with the tendering and contracting of transport services by

  • Description of services
  • Performance of tender and contracting procedures
  • Supervision of service level

Quality control systems

We realize a fair competition by introducing quality control systems to the service contracts.

  • Measurement of existing status
  • Determination of target and tolerance levels
  • Selection of exclusion criteria
  • Bonus malus definition

Contact:

Ute Felscher-Suhr (T: +49-911-32239-24, ute.felscher-suhr@pbconsult.de)