QUALITY STANDARDIZATION: GUIDELINES AND REQUIREMENTS

Abstract

[For the English abstract and full text of the article please see the attached PDF-File (English version follows Russian version)].ABSTRACT At the example of a business unit «Passenger transportation» interdependent objectives of Russian Railways holding in respect of improving q u a l i t y o f customer s e r v i c e based on standardization of services are represented. Three matrices of management systems are shown. They describe passenger transportation, services of station complex, information and preparation for a trip. The purposes of international and federal standards, own regulatory framework of Russian Railways, approaches to systematic assessment of quality of services are commented. The latter defines, according to the authors, the selection by a potential customer of a priority mode of transport. Keywords: railway, passenger transportation, standards, quality of service, quality management system, consumer demand, client, service matrix.