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8TH TRAINING PROGRAMME FOR
PUBLIC TRANSPORT MANAGERS
Belfast, 16-18 November 2009
Porto, 8-10 March 2010
Montreal, 3-5 May 2010
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MODULE 2: PUBLIC TRANSPORT MANAGEMENT AND CUSTOMER RELATIONSHIPS, PORTO, 8-10 MARCH 2010
UITP reserves the right to make amendments to the programme or any related activity
Sunday 7 March
Evening: Welcome reception
Monday 8 March
Session 1 - Innovative corporate management tools
- 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
Session 2 - Quality management
- 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
Tuesday 9 March
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
Session 5 - Innovative travel information systems
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
Organisation, tools and technologies for the provision of travel information: before, during and after the trip;
dynamic (real-time) and static information
- 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
Wednesday 10 March
LOCAL HOST SESSION
Presentation of the public transport system in Porto
Technical visit
Conclusions & Evaluation of the training
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