MODULE 2: PUBLIC TRANSPORT MANAGEMENT AND CUSTOMER RELATIONSHIPS: MONTPELLIER, 2-4 FEBRUARY 2009

Evening         Welcome reception

• Organisational structure of public transport companies
• Cost-efficient management
• Examples of innovative management tools
• How to translate a corporate strategy into operational terms: the added value of the balanced scorecard approach

• Definition
• Why and how to pursue a quality approach within a public transport system, the quality loop
• Implementation, measurement and reporting of quality results
• Certification

Session 3.  Human resources management

• Human resources versus resources management
• Training of staff with focus on driving, motivation and presence at work
• Customer-oriented role of staff
• Communication

Evening: Dinner Party

Session 4.  Marketing and communication

• Defining a marketing strategy
• Marketing to increase revenues and reinforce customer satisfaction
• Presentation of successful marketing approaches
• Branding and communication
• Marketing video clips

Organisation, tools and technologies for the provision of travel information: before, during and after the trip; dynamic (real-time) and static information

• Why an efficient passenger information system?
• Benefits for the customer – benefits for the operator
• What tools for what needs? Static, dynamic, real time
• Examples of latest technologies

Session 6.  Electronic ticketing

• Overview of the contactless market
• Advantages of electronic ticketing for operators, authorities and customers
• Problems
• Illustration with examples
• The business case for e-ticketing

 Evening: Free

Technical visit

Conclusions & Evaluation of the training