Lessons from Railway Benchmarking in Europe and Japan
D Hatch, NS Business Development, NL
Benchmarking is a useful tool to assess one?s performance against "best practice" in the rest of the world. The Dutch railways, NS, have been part of a small group of European railways which is comparing, inter alia, punctuality and customer satisfaction. The Japanese railway, JR Kyushu, is similarin size and markets to NS, and has been a cooperating partner since 1998. It is contributing to the European benchmarking work, which is taking place under the auspices of the EU. Results will be presented and the use to which they are put illustrated, since there is little point in benchmarking if the results cannot be used to achieve some improvements.
Association for European Transport