performance indicators system for measure adequate service...

Performance Indicators System For Measure Adequate Service in Public

Transport of Inland Navigation

Monograph Completion

2014

Executive Master Technics and management of inland Navigation

Dax Rösler Andrade

Teacher Advisor: Prof. Ph.D. Nicolas Rigo

INTRODUCTION

Passenger Transport in Brasilian Inland Navigation

• It Happens usually at Amazon Region;

• 9 millions passengers transported per year;

• 5 millions tons transported per year;

• There are about 600 vessels;

• 106 passenger terminals;

• 317 regular lines;

• Empirically, it has low quality service;

THE RESEARCH PROBLEM

How to check if the public transport services of passengers in

inland navigation are adequate and suitable?

Passenger inland navigation has high social

relevance

It is a Public Service delegated to private

companies There are legal

requirements for public service provision However, these requirements

are not well conceptualized

It is not explicit the verification means to identify whether a

service is adequate or not.

Public Administration lacks control mechanisms to ensure correct

delivery of public services

Hypothesis

A system of indicators based on legal criteria for adequate

service, associated to a multi-criteria decision aid, allows us to

evaluate and classify the level of quality in the provision of

public passenger transport services on inland navigation.

THE RESEARCH PROBLEM

Objective

Propose a system of indicators for estimating the activities of

provision of passenger transport on inland waterways based on

achievement of pre-defined criteria and categorized by the

Brazilian legislation on the quality of public services, and be

able to demonstrate the performance of regulated services,

considering such parameters evaluation best practices

observed in this market

1. Define the concepts of proper service under the water

transportation;

2. Set the proper service indicators;

3. Aggregate indicators in a overall index through a multi-

criteria decision method;

4. Test the proposed indicators system in three (3) operators

to check the applicability and validity of the system

Specific Objectives

INDICATORS SYSTEM

Focus directed to the vessels, enabling others possible aggregations, like: evaluation

per company, shipping line, river basin, Unit UF-Federation, among others

Overall rate of Adequate

Service

Overall index Company A

Global Index Vessel 1



Overall index Company B




Overall index Company C




Weighted sum of

vessels’ scores,

based upon the

market share

INDICATORS SYSTEM

REQUIREMENTS OF PUBLIC SERVICES

LEGAL ASPECTS CONSIDERED

1. Generality

2. Continuity

3. Regularity

4. Efficiency

5. Topicality

6. Security

7. Courtesy

8. Modicity of tariffs

9. Comfort

10.Punctuality

11.Environmental preservation

12.Hygiene

Law No. 8.987/1995

Law No. 10.233/2001

Resolution No.

912-ANTAQ/2007

CONCEPTUALIZATION OF THE LEGAL

REQUIREMENTS

Research in administrative law

doctrine

Adaptations for Passenger inland

navigation

Requirements Concepts

1. Generality

2. Continuity

3. Regularity

4. Efficiency

5. Topicality

6. Security

7. Courtesy

8. Modicity of tariffs

9. Comfort

10. Punctuality

11. Environmental

preservation

12. Hygiene

Example: Continuity: Provision of transport services, as well as ancillary services, without interruption, while respecting the operational scheme pre-defined.

9 Users Satisfaction Indicators → Satisfaction Index

15 Operational Performance Indicators → Performance Index

INDICATORS AND INDEXES

SETTING BASES FOR MEASURING THE LEVEL OF

ADEQUATE SERVICE ACCORDING THE LEGAL ASPECTS

Performance Index

Satisfaction Index

Overall Index

DATA SOURCES

Satisfaction Indicators

Users Satisfaction

Survey

Performance Indicators

Operating data sent by the

companies to the authorities

Checklist verified by the authorities

Overall Index

INDICATORS AND INDEXES

INDICATORS OF USERS SATISFACTION

• Formulated from User Satisfaction Survey

• Indicators formed by the percentage of satisfaction attributes and

items collected in the survey

Scale Score

Very Good (very satisfied) 10

Good (satisfied) 7,5

Middle 5

Bad (dissatisfied) 2,5

Very Bad (very dissatisfied) 0

• The set of criteria previously conceptualized as parameters, in some

cases, have been dissociated in items to best represent them

INDICATORS OF USERS SATISFACTION (9) Ín

de

x o

f U

se

r S

ati

sfa

cti

on

CRITERION ITEM ISI

%

CSI

%

GSI

%

SITopicality Conservation status of the vessel

SIComfort Comfort of the vessel (seats, space for nets, cabins, internal

spaces, temperature, noise level)

SIContinuity Number of stops along the journey

Time of the stops along the journey

SICourtesy

Attendance at the ticket purchase (access, queue time, payment

options)

Kindness and education of the crew

SIHigyene

Cleanliness of the boat (toilets, canteen, accommodation, corridors)

Food provided on the vessel

Drinking water provided on the vessel

SIModicity Price of goods sold in the vessel

Ticket price, considering the services offered

SIPunctuality Punctuality (compliance schedules for loading and unloading)

SIRegularity Schedule options, vessels days in this line

SISafety

Assurance regarding assaults and thefts inside the vessel

Safety in driving of the vessel along the journey (maneuvers,

speed)

Guidelines for emergency procedures (emergency exits, use of

lifejackets)

IMPORTANCE OF EACH CRITERION

Criteria Importance Definition

CRITERION IMPORTANCE

INDICATIONS %

Accessibility

Topicality

Comfort

Continuity

Courtesy

Efficiency

Hygiene

Modicity

Punctuality

Environmental preservation

Regularity

Safety

TOTAL

Satisfaction survey will be also used to identify the weights for each

criterion, through questioning the three most important attributes

among a list of twelve (12) pre-defined criteria.

THIS INFORMATION IS

NECESSARY TO RUN

MULTI-CRITERIA ANALISYS

OPERATIONAL PERFORMANCE INDICATORS

Objective variables from operational data:

CRITERION SUBCRITERIA

PIefficiency PIoccupancy páx

PIoccupancy cargo

PImodicity

PIpunctuality

PIenvironmental PI energy efficiency

PIregularity

PIsafety PI páx overcrowding

PI cargo overcrowding

CRITERION / SUB-CRITERION*

PIaccessibility

PItopicality

PIcomfort

PIcourtesy

PIhigyene

PIsolid residues*

PIemergency equipment*

2. Checklist collected by the

authorities (7)

1. Provided directly by operators to

regulators (8)

1. Provided directly by operators to regulators (8)


Indicator

Data

Operational Performance Indicator Specification

Criterion Safety

Passenger Overcrowding

Indicator DescriptionPercentage of segments without passenger overcrowding in the reference period.

Unit Percent

Periodicity Monthly

Fórmula for Calculation Passenger Overcrowding Indicator

is the number of occurrence of cargo overcrowding per segment in the reference period

is the number of segments traveled during the reference period

Polarity Maximization

Collection method Electronic data collection

Frequency of collection Per journey

Data Source Computerized with web platform

PI PáxOvercrowding= [1− (NSOpi

NS i

)].100 ,where

PI PáxOvercrowding

NS i

NSOp i

Operational Performance Indicator - Passenger Overcrowding

Example:

Information regarding the number of trips, departures and arrivals, number of passengers and cargo, fuel consumption and prices

Checklist - Passenger Transport in Inland Navigation (Mixed Vessels) Vessel: XXXXXXXXXXX

Company: XXXXXXXXXXXX

YES NO

1 Identified and reserved area for people in wheel chair, according to item 6.2.2 of NBR 15450.

2 Preferred seating for persons with disabilities or reduced mobility, according to item 6.2.3 and 6.2.5 of NBR 15450.

3 Preferred seating for obese people, according to item 6.2.4 of NBR 15450.

4 Accessible health according to item 6.2.7 of NBR 15450.

5 Affordable cabin, according to item 6.2.9 and 6.2.10 of NBR 15450.

6 Audio system on the vessel

7 Video system on the vessel

8 Space with air conditioning (at least 1 space)

9 TV signal on the vessel

10 Internet signal on the vessel

11 Electronic ticketing

12 Sale of electronic Passage (internet)

13 Electronic payment (debit or credit card)

14 Minimum space for hammocks (1m ² pax)

15 Minimum number of toilets, as Table 3-M-2 Normam-02/DPC

16 Minimum number of sinks, as Table 3-M-2 Normam-02/DPC

17 Minimum number of showers, according to table 3-M-2 Normam-02/DPC

18 Minimum space for sanitary units, as shown in Figure 3-M-1, 3-M-4, the Normam-02/DPC, as the case

19 Minimum space for shower units, as shown in Figure 3-M-1, 3-M-4 Normam-02/DPC or, as the case

20 Clearance for access and circulation in the vessel, as habitability requirements specified in Annex-3-M Norman 02/DPC (corridors)

21 Noise Level (%) (fill in the measured accommodation closer to home machines)

22 Staff and crew of the vessel with uniform and badge

23 Informative table (schedule, price, number of the grant, the ombudsman / captaincy / police agency or member of SSTA)

24 Service complaints and suggestions

25 disposable cups

26 Water filter (validity)

27 Dumpsters with lids and plastic bags (bathrooms, deck and kitchen)

28 Liquid soap and paper towels in bathrooms

29 Chef and helper enabled (driver's Food Handler - Department of Health / competent organ)

30 selective garbage collection inside the vessel (containing at least the types "recyclable" and "organic / other"

31 Signage on the vessel directing the correct disposal of waste

32 Proper disposal of waste from travel

33 Life jackets (sufficiency and validity)

34 Orientations for emergency procedures (audio, video)

35 Lifeboats (sufficiency)

36 Internal signage (emergency exits, hallways)

37 First aid service with qualified professional

38 Certificate of Free Practice (ANVISA)

PI Accessibility

PI Topicality

PI Comfort

PI Courtesy

PI Higyene

PI Solid

Residues *

PI Emergency

Equipment *

GENERIC FORMULA

Date of measurement:

XX/XX/XXXX

CRITERION /

SUB-

CRITERION*

ITEMSVERIFICATION


2. Checklist collected by the authorities (7)

Compliance and/or delivery

of items in a predefined

checklist

INDEX CRITERION SUBCRITERION

Glo

ba

l In

dex

of

Ad

equ

ate

Ser

viç

e

Índ

ex o

f U

ser S

ati

sfa

ctio

n

SITopicality Conservation status of the vessel

SIComfort

Comfort of the vessel (seats, space

for nets, cabins, internal spaces,

temperature, noise level)

SIContinuity

Number of stops along the journey

Time of the stops along the

journey

SICourtesy

Attendance at the ticket purchase

(access, queue time, payment

options)

Kindness and education of the

crew

SIHigyene

Cleanliness of the boat (toilets,

canteen, accommodation,

corridors)

Food provided on the vessel

Drinking water provided on the

vessel

SIModicity

Price of goods sold in the vessel

Ticket price, considering the

services offered

SIPunctuality Punctuality (compliance schedules

for loading and unloading)

SIRegularity Schedule options, vessels days and

in the line

SISafety

Assurance regarding assaults and

thefts inside the vessel

Safety in driving of the vessel

along the journey (maneuvers,

speed)

Guidelines for emergency

procedures (emergency exits, use

of lifejackets)

Ind

ex o

f O

per

ati

on

al

Per

form

an

ce PIaccessibility

PItopicality

PIcomfort

PIcourtesy

PIefficiency PIoccupancy páx

PIoccupancy cargo

PIhigyene

PImodicity

PIpunctuality

PIenvironmental PI energy efficiency

PIsolid residues

PIregularity

PIsafety

PIemergency equipment

PI páx overcrowding

PI cargo overcrowding

INDICATORS SYSTEM

Full frame of indicators

9 Users Satisfaction Indicators

15 Operational Performance Indicators

Indexes

Satisfaction Index

Performance Index

Global Index

Aggregation of Indicators using

PROMETHEE Method

PROMETHEE methods were designed to handle multi-criteria problems

The solution of a multi-criteria problem depends not only on the basis of

the data included in the assessment, but also the preferences of the

decision-maker

PREFERENCE RANKING ORGANIZATION METHOD FOR

ENRICHMENT OF EVALUATIONS

Software DART allows evaluations using the

PROMETHEE method

BENCHMARKING TOOL

DART Funcionalities:

1. Perform weighted aggregation of indicators

considering specific weights for each criterion;

2. Automatic management of a wide range of

measure units;

3. Identification of best practices in service

delivery, overall and specific to each criterion;

4. Sort on a ranking levels of quality of service;

5. Perform sensitivity analysis by varying the

weights, to identify the robustness of the

results.

PRESENTATION OF THE RESULTS

results includes five (5) sets of information

1. Evaluation table

2. Ranking

3. Robustness

4. Profiles

5. Color Boxes

Screenshot DART - Evaluation table for user satisfaction index

1. Evaluation table (example for satisfaction indicators).

2. Ranking


Screenshot DART - Ranking for partial and final index

Classifies the vessels by quality levels, according to each index

selected. This information set can be run individually, meaning that

it is possible to verify only the satisfaction, the performance, or even

the final index, which includes both partial indices.

Figure 9 - Screenshot DART - Robustness analysis, varying 20% in each index

3. Robustness:


Analyzes how robust is the preliminary solution,

applying a sensitivity analysis

4. Profiles


This set information identifies the performance per criterion for each

vessel in each index. Using this tool, it is possible to verify the benchmark

Example: Screenshot DART - User satisfaction profiles

5. Color Boxes

Classifies the final evaluation in five (5) predefined color levels, regarding

the quality of the services. The major advantage of color boxes is the

simple understanding for users


Screenshot DART - Color Boxes for user satisfaction index Quality Label of Transport

PRACTICAL APPLICATION

Objective: verifying the applicability and the feasibility of the indicators

system proposed in this monograph.

Application in three vessels, aiming to measure the quality level of the

service provided

Data used

Satisfaction Indicators

Real data

60 Survey’s

Performance Indicators

“Operational”

Fictitious data

“Checklist”

Fictitious data

Vessel: Vessel 1 Vessel 2 Vessel 3

Line: Manaus (AM) /

Santarém (PA)

Belém (PA) /

Manaus (AM)

Belém (PA) /

Santarém (PA)

Average price: R$ 121.50 R$ 234.00 R$ 155.00

Distance: 756 km 1646 km 830 km

Fuel consumption: 4500 L/per trip 14000 L/per trip 6500 L/per trip

Authorized Trips (month x): 8 4 8

Total passenger transported (month x): 2120 680 1643

Tota cargo transported - t (month x): 2805 540 1060

Delayed Trips (month x): 2 3 5

Total Trips (month x): 8 4 8

Delayed Trips not Punishable (month x): 0 1 0

Passengers capacity: 740 245 280

Cargo capacity (t): 700 200 250

Stopovers: 6 12 7

Number of segments (per trip): 5 11 6

Occurrence of cargo overcrowding: 1 0 0

Occurrence of Passenger overcrowding: 0 1 5


Basic data


CRITERION ITEM

Ver

y G

oo

d

Go

od

Mid

dle

Ba

d

Ver

y B

ad

TO

TA

L

ITEM

(SII)

CRITERIO N

(SIC)

SITopicality Conservation status of the vessel 4 9 21 19 7 60 43.33% 43.33%

SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 3 13 16 15 13 60 40.83% 40.83%

Number of stops along the journey 13 10 10 15 12 60 48.75%

Time of the stops along the journey 3 14 16 18 9 60 43.33%

Attendance at the ticket purchase (access, queue time, payment options) 10 10 13 13 14 60 45.42%

Kindness and education of the crew 9 11 21 9 10 60 50.00%

Cleanliness of the boat (toilets, canteen, accommodation, corridors) 16 12 12 13 7 60 57.08%

Food provided on the vessel 2 11 18 19 10 60 40.00%

Drinking water provided on the vessel 4 13 18 15 10 60 44.17%

Price of goods sold in the vessel 8 13 15 17 7 60 49.17%

Ticket price, considering the services offered 3 13 16 19 9 60 42.50%

SIPunctuality Punctuality (compliance schedules for loading and unloading) 10 10 13 13 14 60 45.42% 45.42%

SIRegularity Schedule options, vessels days and in this line 16 13 11 9 11 60 55.83% 55.83%

Assurance regarding assaults and thefts inside the the vessel 18 11 13 10 8 60 58.75%

Safety in driving of the vessel along the journey (maneuvers, speed) 7 10 13 18 12 60 42.50%

Guidelines for emergency procedures (emergency exits, use of lifejackets) 15 17 10 7 11 60 57.50%

CRITERION ITEM

Ver

y G

oo

d

Go

od

Mid

dle

Ba

d

Ver

y B

ad

TO

TA

L

ITEM

(SII)

CRITERIO

N (SIC)

















CRITERION ITEM

Ver

y G

oo

d

Go

od

Mid

dle

Ba

d

Ver

y B

ad

TO

TA

L

ITEM

(SII)

CRITERIO

N (SIC)

















SISafety 47.08%

EVALUATIONSSATISFACTION

INDICATORS (% )

SIHigyene 45.83%

Índ

ex o

f U

ser

Sa

tisf

act

ion

SIContinuity 40.42%

SICourtesy 46.67%

SIModicity 54.38%

SISafety 47.92%

SATISFACTION

INDICATORS (% )

SIHigyene

46.04%

47.71%

47.08%

52.29%

SICourtesy 55.21%

SIModicity

52.92%

54.17%

Vessel: 1

Vessel: 2

Vessel: 3

45.83%

52.92%

SIContinuity

SICourtesy

SIHigyene

SIModicity

SISafety

EVALUATIONS

Índ

ex o

f U

ser

Sa

tisf

act

ion


INDICATORS (% )

Índ

ex o

f U

ser

Sa

tisf

act

ion

SIContinuity

CRITERION ITEM

Ver

y G

oo

d

Go

od

Mid

dle

Ba

d

Ver

y B

ad

TO

TA

L

ITEM

(SII)

CRITERIO N

(SIC)

















CRITERION ITEM

Ver

y G

oo

d

Go

od

Mid

dle

Ba

d

Ver

y B

ad

TO

TA

L

ITEM

(SII)

CRITERIO

N (SIC)

















CRITERION ITEM

Ver

y G

oo

d

Go

od

Mid

dle

Ba

d

Ver

y B

ad

TO

TA

L

ITEM

(SII)

CRITERIO

N (SIC)

















SISafety 47.08%


INDICATORS (% )

SIHigyene 45.83%

Índ

ex o

f U

ser

Sa

tisf

act

ion

SIContinuity 40.42%

SICourtesy 46.67%

SIModicity 54.38%

SISafety 47.92%

SATISFACTION

INDICATORS (% )

SIHigyene

46.04%

47.71%

47.08%

52.29%

SICourtesy 55.21%

SIModicity

52.92%

54.17%

Vessel: 1

Vessel: 2

Vessel: 3

45.83%

52.92%

SIContinuity

SICourtesy

SIHigyene

SIModicity

SISafety

EVALUATIONS

Índ

ex o

f U

ser

Sa

tisf

act

ion


INDICATORS (% )

Índ

ex o

f U

ser

Sa

tisf

act

ion

SIContinuity

CRITERION ITEM

Very

Go

od

Go

od

Mid

dle

Ba

d

Very

Ba

d

TO

TA

L

ITEM

(SII)

CRITERIO N

(SIC)

















CRITERION ITEM

Very

Go

od

Go

od

Mid

dle

Ba

d

Very

Ba

d

TO

TA

L

ITEM

(SII)

CRITERIO

N (SIC)

















CRITERION ITEM

Very

Go

od

Go

od

Mid

dle

Ba

d

Very

Ba

d

TO

TA

L

ITEM

(SII)

CRITERIO

N (SIC)

















SISafety 47.08%


INDICATORS (% )

SIHigyene 45.83%

Índ

ex

of

Use

r S

ati

sfa

cti

on

SIContinuity 40.42%

SICourtesy 46.67%

SIModicity 54.38%

SISafety 47.92%

SATISFACTION

INDICATORS (% )

SIHigyene

46.04%

47.71%

47.08%

52.29%

SICourtesy 55.21%

SIModicity

52.92%

54.17%

Vessel: 1

Vessel: 2

Vessel: 3

45.83%

52.92%

SIContinuity

SICourtesy

SIHigyene

SIModicity

SISafety

EVALUATIONS

Índ

ex

of

Use

r S

ati

sfa

cti

on


INDICATORS (% )

Índ

ex

of

Use

r S

ati

sfa

cti

on

SIContinuity

User Satisfaction Indicators

ITEM

(PII)

CRITERION

(PIC)

ITEM

(PII)

CRITERION

(PIC)

ITEM

(PII)

CRITERION

(PIC)

PIoccupancy páx 33.68% 64.46% 80.37%

PIoccupancy cargo 49.20% 65.49% 52.21%

PIenvironmental PI energy efficiency 97.94% - 72.67% - 88.54% -

PI páx overcrowding 100.00% 97.73% 89.58%

PI cargo overcrowding 97.50% 100.00% 100.00%

100.00%

0.1868

37.50%

100.00%

PIsafety

CRITERION ITEM

PImodicity 0.1607

PIpunctuality 87.50%

PIregularity 100.00%

-

VESSEL 1 VESSEL 2 VESSEL 3

64.98%

-

66.29%

-

0.1422

50.00%

PIefficiency 41.44%

PRACTICAL APPLICATION Performance Indicators – Operational Data

The construction of these Indicators uses only basic data

CRITERION ITEMS YES NOCRITERIO N

(PI)YES NO

CRITERIO N

(PI)YES NO

CRITERIO N

(PI)

1 Identified and reserved area for people in wheel chair, according to item 6.2.2 of NBR 15450. X X X

2 Preferred seating for persons with disabilities or reduced mobility, according to item 6.2.3 and 6.2.5 of NBR 15450. X X X

3 Preferred seating for obese people, according to item 6.2.4 of NBR 15450. X X X

4 Accessible health according to item 6.2.7 of NBR 15450. X X X

5 Affordable cabin, according to item 6.2.9 and 6.2.10 of NBR 15450. X X X

6 Audio system on the vessel X X X

7 Video system on the vessel X X X

8 Space with air conditioning (at least 1 space) X X X

9 TV signal on the vessel X X X

10 Internet signal on the vessel X X X

11 Electronic ticketing X X X

12 Sale of electronic Passage (internet) X X X

13 Electronic payment (debit or credit card) X X X

14 Minimum space hammocks (1m ² pax) X X X

15 Minimum number of toilets, as Table 3-M-2 Normam-02/DPC X X X

16 Minimum number of sinks, as Table 3-M-2 Normam-02/DPC X X X

17 Minimum number of showers, according to table 3-M-2 Normam-02/DPC X X X

18 Minimum space for sanitary units, as shown in Figure 3-M-1, 3-M-4, the Normam-02/DPC, as the case X X X

19 Minimum space for shower units, as shown in Figure 3-M-1, 3-M-4 Normam-02/DPC of, as the case X X X

20 Clearance for access and circulation in the vessel, as habitability requirements specified in Annex-3-M Norman 02/DPC X X X

21 Noise Level (%) (fill in the measured accommodation closer to home machines) X X X

22 Staff and crew of the vessel with uniform and badge X X X

23 Informative table (schedule, price, number of the grant, the ombudsman / captaincy / police agency or member of SSTA) X X X

24 Service complaints and suggestions X X X

25 disposable cups X X x

26 Water filter (validity) X X x

27 Dumpsters with lids and plastic bags (bathrooms, deck and kitchen) X X x

28 Liquid soap and paper towels in bathrooms X X x

29 Chef and helper enabled (driver's Food Handler - Department of Health / competent organ) X X x

30 selective garbage collection inside the vessel (containing at least the types "recyclable" and "organic / other" X X X

31 Signage on the vessel directing the correct disposal of waste X X X

32 Proper disposal of waste from travel X X X

33 Life jackets (sufficiency and validity) X X X

34 Orientations for emergency procedures (audio, video) X X X

35 Lifeboats (sufficiency) X X X

36 Internal signage (emergency exits, hallways) X X X

37 First aid service with qualified professional X X X

38 Certificate of Free Practice (ANVISA) X X X

VESSEL 2 VESSEL 3

PERFORMANCE INDICATORS (%)

Checklist - Passenger Transport in Inland Navigation (Mixed Vessels)

33,33%66,67%

40,00%

50,00%

62,50%

66,67%

VESSEL 1

80,00%

33,33%

83,33%

20,00%

75,00%

87,50%

33,33%

40,00%

83,33%

80,00%

75,00%

75,00%

33,33%

100,00%

66,67%

PI Accessibility

PI Topicality

PI Comfort

PI Courtesy

PI Higyene

PI Solid

Residues *

PI Emergency

Equipment *

PRACTICAL APPLICATION Performance Indicators - Checklist

Aggregation of Indicators using PROMETHEE Method by

software DART


Screenshot DART - Evaluation table for user satisfaction index

Screenshot DART - Evaluation table for performance index

PRACTICAL APPLICATION Screenshot DART - Ranking and

Robustness for user satisfaction index

Screenshot DART - Ranking and

Robustness for performance index

PRACTICAL APPLICATION Screenshot DART - Profiles for user satisfaction index

Screenshot DART - Profiles for performance index


Screenshot DART - Color Boxes for user

satisfaction index Screenshot DART - Color Boxes for

performance index


Screenshot DART - Evaluation table for final index

Global index

Figure 22 - Screenshot DART - Ranking and Robustness for final index


Screenshot DART - Profiles for final index

Global index

Benchmark

PRACTICAL APPLICATION Global index

Screenshot DART - Color Boxes for Final Index

CONCLUSION

The indicator system has a good feasibility and it could be applied into

the delivery services for measuring the quality level of the services,

assisting users in decision-making and authorities for improvements.

It is possible to evaluate and classify the level of quality in the provision

of public passenger transport services on inland navigation

Therefore, it is conceivable that the hypothesis is valid and

accepted

Thank you !

DAX RÖSLER ANDRADE

Tel.: 55 (61) 2029-6811

E-mail: [email protected]

Executive Master Technics and management of inland Navigation

mailto:[email protected]

performance indicators system for measure adequate service...

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