CN106709618A - Evaluation method for service quality of urban rail transit network operation - Google Patents
Evaluation method for service quality of urban rail transit network operation Download PDFInfo
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Abstract
The invention discloses an evaluation method for service quality of urban rail transit network operation. The evaluation method is used for grading the service quality of urban rail transit network operation, and comprises the steps of: establishing an evaluation model of urban rail transit network operation; classifying sectors and dimensions of the evaluation model; setting an evaluation index system for the evaluation model; and subjecting the sectors and the dimensions of the evaluation model to weight and quantitative calculation by utilizing evaluation indexes within a selected time period, and acquiring a service quality grading result. Through the adoption of the evaluation method for the service quality of urban rail transit network operation, qualitative indexes can be quantified effectively, the one-sidedness of the existing index design can be overcome, and the evaluation method has the advantage of being objective and multi-dimensional in evaluation of the service quality.
Description
Technical field
The present invention relates to technical field of rail traffic, more particularly to a kind of urban mass transit network operating service method for evaluating quality,
It is mainly used in the evaluation areas of urban mass transit network transport production service comprehensive operation quality, while being also applied for iron
The operating service quality evaluation of other field of track traffic such as road, inter-city passenger rail, tramcar.
Background technology
The construction of current urban rail transit in China, operation have been enter into booming stage, the cut-off end of the year 2014 whole nation existing 22
Put into operation rail line in individual city, in the city built up to more than 40, and the city such as Beijing, Shanghai, Guangzhou, Tianjin shape
Into networking Rail Transit System, subsequently with the continuous implementation that each Construction of Urban Rail Traffic is planned, will there is increasing
City is stepped into networking operation stage, and networking operation has turned into the development trend of urban rail transit in China.Rank is runed in networking
Section, the access enhancing of network, network concentration effect are highlighted, passenger flow scale is persistently risen, function standard is on the increase, runs mould
Formula complexity is various, and networking operation management is faced with unprecedented challenge and opportunity.
To comply with the challenge that urban mass transit networkization great development brings, current each networking operation management enterprise tries to explore wound
Newly, progressively explore create suitable for self-growth region run Managing Integration Mode, effectively share network centralized management and
While monitoring pressure, adequate competition mechanism is built, promote networking operation management to continue controllable development.
Urban track traffic is considered as a kind of public transportation system, and operating service quality is that it is depended on for existence and sustainable development
Key, and the supervision of networking operating service quality is even more with assessment and guides the requisite measure of each interregional benign competition, be also by
Step improves the important step with specification urban mass transit network sustainable development, but domestic at present still without complete set, science
Urban mass transit network operating service quality supervision and appraisal procedure, with more method be still by KPI indexs come
Monitoring, such as failure sum, the volume of the flow of passengers, operation mileage index, though can be with regard to urban track traffic quality in a certain respect or benefit
Carry out lateral comparison and evaluation, but can not comprehensively describe the operational quality in a certain bar circuit/region, can not system evaluation complex web
The operating state of network, can not dynamic reflection urban mass transit network development track, be unfavorable for the concentration of network operation quality
Management and control and each interregional competition optimization.
Therefore, a kind of urban mass transit network operating service method for evaluating quality is built, system comprehensively quantifies network and each area
The assessment indicator system of domain operating service quality, operating service quality regular to network and each region, efficiency and benefit are commented
Estimate, weak link and deviation present in operation are found in time, build adequate competition mechanism, supervise each region constantly improve
Internal mechanism of control, makes the fighting bastion of cooperative development, high-efficiency operation；Simultaneously by dynamic tracking, in-depth analysis, explore
Index support gauze core business running behind can be worth the aspect for being lifted and being optimized, and combine enterprise's latest development requirement, to commenting
Estimating index composition and weight carries out rolling adjustment, it is ensured that the lasting lifting of network operational paradigm and benefit, can finally realize that network is transported
Battalion's social benefit, the maximization of economic worth.
The content of the invention
In order to solve the above problems, it is an object of the invention to provide a kind of urban mass transit network operating service method for evaluating quality,
Effectively by qualitative index quantification, the one-sidedness of existing index Design is overcome, with objective, various dimensions to service quality
Assessment feature.
To achieve the above object, the present invention is achieved by following technical scheme：
Urban mass transit network operating service method for evaluating quality of the present invention, for what is runed urban mass transit network
Service quality is scored, and is comprised the following steps：
Set up the assessment models of urban mass transit network operation；
Assessment models are carried out with the division of plate and dimension；
Evaluation index system is set to assessment models；
In seclected time section, weight, quantitative calculating are carried out to each plate in assessment models and each dimension using evaluation index, obtained
Go out service quality appraisal result.
Further, the assessment models carry out Plate division and have specifically included：Plate transport, generation plate and service plate；
The assessment models carry out dimension division and have specifically included：Financial dimension, client's dimension, internal process dimension and learn into
Dimension long.
Further, the evaluation index in the evaluation index system includes the l articles assessment score L of circuitl, i-th one-level evaluation
Weight W of the index relative to circuit li, i-th one-level evaluation index IiScore Ii', x-th two-level appraisement index PixScore Pix′、
X-th two-level appraisement index is with respect to i-th weight W of one-level evaluation indexix, y-th three-level evaluation index score Pixy', y-th
Three-level evaluation index is with respect to x-th weight W of two-level appraisement indexixy, region a assessment score AaWith the assessment score B of gauze；
Wherein：L refers to the title of circuit；I represents the sequence number of one-level evaluation index；X represents the sequence number of two-level appraisement index；Y represents that three-level evaluation refers to
Target sequence number；A refers to the title in region.
Further, the assessment score circular of the circuit is as follows：
LlIt is the l articles assessment score of circuit；Ii' it is i-th one-level evaluation index IiScore；WiIt is i-th one-level evaluation index IiPhase
For circuit l weights；N is the total quantity of one-level evaluation index i, and n ∈ N+。
The score circular of the one-level evaluation index is as follows：
Pix' it is x-th two-level appraisement index PixScore；WixIt is x-th two-level appraisement index PixWith respect to i-th one-level evaluation index Ii
Weight；K is contained two-level index quantity in i-th one-level evaluation index, and k ∈ N+。
Further, the score circular of the two-level appraisement index is as follows：
Pixy' it is y-th three-level evaluation index PixyScore；WixyIt is y-th three-level evaluation index PixyRefer to respect to x-th two-level appraisement
Mark PixWeight；M is index P in x-th two-level appraisement indexixContained three-level index quantity, and m ∈ N+。
Further,
AaIt is the assessment score of region a；LlIt is the assessment score of l circuits；W′laThe circuit l of weight for to(for) region a；J is commented for region a
Valency index AaThe quantity of contained circuit, and j ∈ N+。
Further,
B is the assessment score of gauze；LlIt is the score of circuit l；Wl" the weight for circuit l for gauze.T is gauze evaluation index B institutes
Quantity containing circuit, and t ∈ N+。
Further, after to assessment models setting evaluation index system, also including setting up Comment gathers；
The Comment gathers include be divided into 5 class, the history operational data according to each index determines 3 steppings, by 5% be incremented by, 3%
The policy setting for successively decreasing other 4 standards of grading of class；
For assessment result, according to score range be divided into it is excellent, good, qualified, differ from 4 class；
Wherein：It is excellent：It is 4.5≤Q≤5, good：It is 4.0≤Q ＜ 4.5, qualified：It is 3.0≤Q ＜ 4.0, poor：Q ＜ 3.0.
Further, also including for it is great can not patient time punishment, specially：For the event of the event symptom of a trend, total
0.1 point/part of button in point；For the common event and the event of the above, then 0.2 point/part is detained in total score.
Compared with prior art, the beneficial effects of the invention are as follows：
It is guiding with enterprise vision and strategic objective in urban mass transit network operating service quality evaluation of the present invention, by
Level combing Critical Success Factors, set up comprehensive and systematic assessment indicator system, overcome the one-sidedness of index Design in conventional method；
Secondly, the weight of each level index of scientific offering, it is ensured that authority and reasonability that the primary-slave relation of evaluation object determines；Again
It is secondary, effectively by qualitative index quantification；Network and region operation are taken finally by circuit contribution degree index characterization circuit is introduced
The influence degree of quality of being engaged in, it is final realize representing comprehensively urban track traffic the whole network, each region, the operating service efficiency of each circuit,
Benefit and quality, various dimensions comprehensively show influence degree of each index to operating service quality, are the operation of track traffic enterprise
Decision-making provides strong support.
Brief description of the drawings
Specific embodiment of the invention is described in further detail below in conjunction with the accompanying drawings, wherein：
Fig. 1 is that the use dimension in the appraisal procedure of described urban mass transit network operating service quality of the invention is divided
Value map；
Fig. 2 be described urban mass transit network operating service quality of the invention appraisal procedure in comprehensive assessment index system
Schematic diagram；
Fig. 3 be described urban mass transit network operating service quality of the invention appraisal procedure in carry out 4 dimensions layers
Weight distribution table；
Fig. 4 be described urban mass transit network operating service quality of the invention appraisal procedure in after each factor criterion
Weights table；
Fig. 5 be described urban mass transit network operating service quality of the invention appraisal procedure in each level evaluation index
Comment gathers sample table；
Fig. 6 be described urban mass transit network operating service quality of the invention appraisal procedure in each gauze and each region
Assessment score sample table；
Fig. 7 is that the appraisal procedure of described urban mass transit network operating service quality of the invention is used to assess operational quality
Comment table；
Fig. 8 is the comment of the appraisal procedure for typical event of described urban mass transit network operating service quality of the invention
Table.
Specific embodiment
The preferred embodiments of the present invention are illustrated below in conjunction with accompanying drawing, it will be appreciated that preferred embodiment described herein is only
For instruction and explanation of the present invention, it is not intended to limit the present invention.
Urban mass transit network operating service method for evaluating quality of the present invention, it is necessary first to set up urban rail transit net
The assessment models of network operation, then using the principle of Balanced Score Card, with enterprise vision, strategic plan, external environment condition, tissue
Framework and operation management and control target are oriented to for strategy, locked transport, production, have serviced 3 core plates, and from finance, client,
Internal process and study 4 dimension combings of development form the value map of urban mass transit network operating service quality evaluation, such as
Shown in Fig. 1.
Then evaluation index system is set, combing measurement index is corresponded to, form a set of comprehensive assessment system and transport, produce,
Cover evaluation system is matched somebody with somebody in service 3.The composition of comprehensive assessment index system, transport, production, service 3 are given shown in Fig. 2
The composition of individual sub- evaluation index system.
Then, within the selected time period, quantitative calculating is carried out to each plate in assessment models and each dimension using evaluation index,
Weight and assessment score including index.Wherein the weight of index utilizes 9 grades of Scalings of analytic hierarchy process (AHP) (AHP analytic approach)
Table Judgement Matricies, calculate the relative weighting of each level index.
Due to considering for the enterprise of large-scale service class, customer satisfaction and internal process running it is smooth particularly important, i.e., should
The weight accounting of 2 dimensions is higher.And on this basis, 4 weight distributions of dimension layer are moderately optimized, as a result such as Fig. 3 institutes
Show.
In order to preferably embody assessment score, then set up Comment gathers, to mark CoMET (Community of Metros, abbreviation CoMET,
International subway association) and MOPES (Metro Operational Performance Evaluation System, city rail
Traffic operation PAS-Performance Appraisal) Statistical Criteria, determine the computational methods and Statistical Principles of each level index, choose network knot
Each level metric history service data during structure stabilization is synchronous to consider professional standard, uniformity and independence as scope of statistics
Take into account, with rules and regulations be rely on, safety " zero tolerance " 4 principles, setting 3 division lattice shelves are incremented by by 5%, 3% successively decrease
Policy setting other 4 standards of grading of class, be divided into that excellent, good, qualified, to differ from 4 class (excellent according to score range：
It is 4.5≤Q≤5, good：It is 4.0≤Q ＜ 4.5, qualified：It is 3.0≤Q ＜ 4.0, poor：Q ＜ 3.0).
In order to preferably specific to assessment score, then according to the determination of circuit contribution degree.Choose load intensity, operation mileage, OK
Workshop, to gauze and its contribution degree of region, and combines expert estimation every, peak maximum 4 index characterization circuits of crowding
Method determines the weight of above-mentioned 4 indexs, so with reference to 4 indexs of each circuit history operational data be multiplied by weight conversion draw it is each
The contribution degree of circuit.
For gauze and the assessment result in each region.Using each circuits of assessment score * of each circuit to the contribution degree meter in gauze/region
Calculation draws the assessment score in gauze and each region, then compares the assessment result of Comment gathers, output gauze and each region, be divided into it is excellent,
It is good, qualified, differ from 4 class.
In addition, evaluated in order to more rational, then for being provided with the punishment for great not tolerable event, specifically：
By above-mentioned work, the foundation of whole appraisal procedure and evaluation process have been completed, but to ensure assessment result closer to reality
Border situation and the personal experiences of operation management person, the treatment of last counterweight very much not tolerable event have carried out upgrading punishment, main root
According to event/accident plague grade, the method for direct deduction of points is taken, for example, the event symptom of a trend occurs, 0.1 point/part etc. is detained in total score.
In order to preferably illustrate the appraisal procedure of urban mass transit network operating service quality of the present invention, then with gauze operation
Illustrated as a example by the foundation of service quality assessment system and evaluation process, other flow implementations are as follows：
(1) assessment models of gauze are set up；
(2) assessment models to gauze carry out the division of plate, specifically include plate transport, generation plate and service plate；Together
When, the division of dimension is carried out, with including financial dimension, client's dimension, internal process dimension and study growth dimension.
(3) assessment models to gauze set evaluation index, specifically include the l articles assessment score L of circuitl, i-th one-level
Weight W of the evaluation index relative to circuit li, i-th one-level evaluation index IiScore Ii', x-th two-level appraisement index Pix
Divide Pix', x-th two-level appraisement index be with respect to i-th weight W of one-level evaluation indexix, y-th three-level evaluation index score
Pixy', y-th three-level evaluation index be with respect to x-th weight W of two-level appraisement indexixy, region a assessment score AaAnd gauze
Assessment score B.Wherein：L refers to the title of circuit；I represents the sequence number of one-level evaluation index；X represents two-level appraisement index
Sequence number；Y represents the sequence number of three-level evaluation index；A refers to the title in region.
Wherein, for the weight of determination index of correlation, then sentencing for indexs at different levels is determined using expert graded and analytic hierarchy process (AHP)
Disconnected matrix.Row normalization (column data/column data sum) is carried out to it；Then row later to normalization again enter every trade addition and ask
With calculate the weight after each factor criterion (weight=row addition/row sum), as shown in Figure 4.
(4) the history function situation according to each index, determines the Comment gathers of each level evaluation index, and concrete condition is as shown in Figure 5.
(5) by the service data of each layer index, and set shelves are carried out, assessment models just can by the score of each layer evaluation index and
Weight carries out matrix operation, calculates the assessment result of each circuit.Specific computing formula and result are as follows：
LlIt is the l articles assessment score of circuit；Ii' it is i-th one-level evaluation index IiScore；WiIt is i-th one-level evaluation index Ii
Relative to circuit l weights；N is the total quantity of one-level evaluation index i, and n ∈ N+。
Pix' it is x-th two-level appraisement index PixScore；WixIt is x-th two-level appraisement index PixRefer to respect to i-th one-level evaluation
Mark IiWeight；K is contained two-level index quantity in i-th one-level evaluation index, and k ∈ N+。
The score circular of the two-level appraisement index is as follows：
Pixy' it is y-th three-level evaluation index PixyScore；WixyIt is y-th three-level evaluation index PixyWith respect to x-th two grades comment
Valency index PixWeight；M is index P in x-th two-level appraisement indexixContained three-level index quantity, and m ∈ N+。
Score after the specific calculating of the assessment score of circuit is then as shown in Figure 5.
Meanwhile, each circuit score is multiplied by the contribution degree of each circuit with reference to more than, calculates the assessment score in gauze and region：
AaIt is the assessment score of region a；LlIt is the assessment score of l circuits；W′laThe circuit l of weight for to(for) region a；J is area
Domain a evaluation indexes AaThe quantity of contained circuit, and j ∈ N+。
B is the assessment score of gauze；LlIt is the score of circuit l；Wl" the weight for circuit l for gauze.T is gauze evaluation index
The quantity of circuit contained by B, and t ∈ N+。
Calculated more than, the assessment score in each gauze and each region is specifically as shown in Figure 6.
Result after being assessed for more than, can apply to：
(1) operational quality, comment running gap, with specific reference to as shown in Figure 7 are assessed；
(2) typical event is drawn, determines that emphasis renovates object and its main points, supervise each region rectification and improvement, with specific reference to such as figure
Shown in 8.
In sum, the present invention is based on Balanced scorecard, analytic hierarchy process (AHP) and Fuzzy Comprehensive Evaluation, assesses the synthesis of each circuit
Operating service quality, by introducing circuit contribution degree index characterization circuit to gauze and the influence degree of the operating service quality in region,
Assessment gauze and the comprehensive operation service quality in each region, the running gap in each circuit, each region, battalion are found by assessing score
Competition situation is made, the fighting bastion of cooperative development, high-efficiency operation is made, the lifting of gauze operational paradigm and benefit is promoted comprehensively,
Improve passenger satisfaction.
The above, is only presently preferred embodiments of the present invention, and any formal limitation is not made to the present invention, therefore every
Without departing from technical solution of the present invention content, any modification made to above example according to technical spirit of the invention, equivalent change
Change and modify, still fall within the range of technical solution of the present invention.
Claims (10)
1. a kind of appraisal procedure of urban mass transit network operating service quality, for the clothes runed urban mass transit network
Business quality is scored, it is characterised in that comprised the following steps：
Set up the assessment models of urban mass transit network operation；
Assessment models are carried out with the division of plate and dimension；
Evaluation index system is set to assessment models；
In seclected time section, weight, quantitative calculating are carried out to each plate in assessment models and each dimension using evaluation index, obtained
Go out service quality appraisal result.
2. the appraisal procedure of urban mass transit network operating service quality according to claim 1, it is characterised in that：
The assessment models carry out Plate division and have specifically included：Plate transport, production plate and service plate；
The assessment models carry out dimension division and have specifically included：Financial dimension, client's dimension, internal process dimension and learn into
Dimension long.
3. the appraisal procedure of urban mass transit network operating service quality according to claim 2, it is characterised in that：
Evaluation index in the evaluation index system includes the l articles assessment score L of circuitl, i-th one-level evaluation index relative to
The weight W of circuit li, i-th one-level evaluation index IiScore Ii', x-th two-level appraisement index PixScore Pix', x-th two grades comment
Valency index is with respect to i-th weight W of one-level evaluation indexix, y-th three-level evaluation index score Pixy', y-th three-level evaluation refer to
The weight W of the relative x-th two-level appraisement index of markixy, region a assessment score AaWith the assessment score B of gauze；
Wherein：L refers to the title of circuit；I represents the sequence number of one-level evaluation index；X represents the sequence number of two-level appraisement index；Y represents that three-level evaluation refers to
Target sequence number；A refers to the title in region.
4. the appraisal procedure of urban mass transit network operating service quality according to claim 3, it is characterised in that：
The assessment score circular of the circuit is as follows：
LlIt is the l articles assessment score of circuit；Ii' it is i-th one-level evaluation index IiScore；WiIt is i-th one-level evaluation index IiPhase
For circuit l weights；N is the total quantity of one-level evaluation index i, and n ∈ N+。
5. the appraisal procedure of urban mass transit network operating service quality according to claim 4, it is characterised in that：
The score circular of the one-level evaluation index is as follows：
PiX' it is x-th two-level appraisement index PixScore；WixIt is x-th two-level appraisement index PixWith respect to i-th one-level evaluation index Ii
Weight；K is contained two-level index quantity in i-th one-level evaluation index, and k ∈ N+。
6. the appraisal procedure of urban mass transit network operating service quality according to claim 5, it is characterised in that：
The score circular of the two-level appraisement index is as follows：
Pixy' it is y-th three-level evaluation index PixyScore；WixyIt is y-th three-level evaluation index PixyRefer to respect to x-th two-level appraisement
Mark PixWeight；M is index P in x-th two-level appraisement indexixContained three-level index quantity, and m ∈ N+。
7. the appraisal procedure of urban mass transit network operating service quality according to claim 6, it is characterised in that：
AaIt is the assessment score of region a；LlIt is the assessment score of l circuits；W′laThe circuit l of weight for to(for) region a；J is commented for region a
Valency index AaThe quantity of contained circuit, and j ∈ N+。
8. the appraisal procedure of urban mass transit network operating service quality according to claim 7, it is characterised in that：
B is the assessment score of gauze；LlIt is the score of circuit l；Wl" the weight for circuit l for gauze；T is gauze evaluation index B institutes
Quantity containing circuit, and t ∈ N+。
9. the appraisal procedure of urban mass transit network operating service quality according to claim 1, it is characterised in that：
After to assessment models setting evaluation index system, also including setting up Comment gathers；
The Comment gathers include be divided into 5 class, the history operational data according to each index determines 3 steppings, by 5% be incremented by, 3%
The policy setting for successively decreasing other 4 standards of grading of class；
For assessment result, according to score range be divided into it is excellent, good, qualified, differ from 4 class；
Wherein：It is excellent：It is 4.5≤Q≤5, good：4.0≤Q<4.5th, it is qualified：3.0≤Q<4.0th, it is poor：Q<3.0.
10. the appraisal procedure of urban mass transit network operating service quality according to claim 1, it is characterised in that：
Also include for it is great can not patient time punishment, specially：
For the event of the event symptom of a trend, 0.1 point/part is detained in total score；
For the common event and the event of the above, then 0.2 point/part is detained in total score.
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