| MODULE 2 GENEVA
MODULE 2: PUBLIC TRANSPORT MANAGEMENT AND CUSTOMER RELATIONSHIPS
GENEVA, 7-9 FEBRUARY 2011
UITP reserves the right to make amendments to the programme or any related activity
Sunday 6 February
Evening: Welcome reception
Monday 7 February
Session 1 - Innovative corporate management tools
- From a production to a service industry
- Organisational structure of public transport companies
- Cost-efficient management
- Examples of innovative management tools
- How to translate a corporate strategy into operational terms
Session 2 - Human resources management
- Human resources versus resources management
- Customer-oriented role of staff
- Staff recruitment
- Training of staff with focus on driving, motivation and presence at work
- Dealing with unions
Session 3 - The contribution of public transport to sustainable development
- The three pillars of sustainable development: economy, society and environment
- How is this concept related to public transport?
- Benefits for the operator in terms of organisational development, resource use and cost-effectiveness
- How to monitor and reinforce environmental, social and economic performance of public transport systems
Evening: Dinner Party
Tuesday 8 February
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
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
- 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 9 February
LOCAL HOST SESSION
Presentation of the public transport system in Geneva
Technical visit
Conclusions & Evaluation of the training
End of programme
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