Service Quality Management & Excellence

  • Training
Add to Calendar
  • Japan


Commuters are now faced with more options with multiple modal choices and the growing trend of on-demand mobility services.  The key challenge for public transport organisations is to deliver service excellence by meeting commuters’ ever-changing needs and excelling beyond their expectations. 

UITP and Tokyo Metro are jointly organising Service Quality Management & Excellence Training in Tokyo, Japan from 12-14 July 2017, in response to the increasing demand on service quality management in public transport providers. This 3-day training programme, including an insightful visit in the busiest station of Tokyo Metro network, will allow you to broaden the knowledge and understanding on the importance of service quality management in rail and bus. The training outlines various key practices on maintaining an effective Quality Management system, and demonstrates the use of variety of advanced innovative technology plays an important role to improve the service quality. 

The programme is highly recommended for those who are responsible for designing and/or implementing customer service stratgies among operators and authorities.



Coming soon!


Programme topics:

  • Introduction to Service Quality
  • Service Quality Management in Public Transport 
  • Impact of Digitalisation in Tokyo Metro: How technology helps for service excellence 
  • How training and learning can serve a better service quality? 
  • The correlation between customer satisfaction and employee satisfaction: Creating a Culture of Service Excellence 
  • Front line staff training and workforce strategies to excel the Service Quality
  • Information and signage design in Tokyo Metro
  • Measurement and Monitoring of Service Quality in Public Transport 
  • Complaint Management system: A Tool for Customer Service Improvement 
  • How Smart Cards help to maximize service quality? 

Note: all topics are subject to change based on the final decision of organiser and local host.

+ Study visit at Omote-sando Station, what to see: 

·         Signage and Wayfinding

·         Special Services for Foreign Tourists

·         Non-Rail Business in Stations

·         Automated fare collection systems

+ Tour at the newly-opened Tokyo Metro Comprehensive Learning and Training Center


UITP Member

Early Bird                                             EUR 830

Normal rate                                       EUR 1100

Group UITP member (4 or +)            EUR 780


Early Bird                                             EUR 1030

Normal rate                                       EUR 1380

Group Non-UITP member (4 or +)   EUR 955

*Fees includes training materials, coffee breaks, lunches, one Official Dinner and transportation during Technical Visit.

Early Bird cut-off date

12 June 2017

Individual register here
For group registration (4 or above), please contact


A debit note/invoice for payment of the registration fee shall be sent to you by another email within 2 working days. Your participation will only be confirmed when we receive the full payment before 01 July 2017.  Should you opt to pay via credit card, the confirmation email will be sent to you after successful fee collection.

**Registration fees are transferable to another employee of the same organization but it is non-refundable.


Practical information: 

Training Venue

Tokyo Metro Comprehensive Learning and Training Center
4-4-15 Shinkiba, Koto-ku, Tokyo, 136-0082 Japan
〒136-0082 東京都江東区新木場4-4-15


To enjoy the special room rate as a registered trainee of this training, please complete the reservation form here and send to


Visa application 

It is the sole responsibility of the participant to take care of visa application. Please contact your local travel agent or embassy for travel visa to Tokyo if necessary. Visas are at the discretion of immigration. 



Coming soon!


Local Host:

Tokyo Metro Co., Ltd. is one of the largest subway operators in the world with a network of nine lines and 179 stations covering a distance of 195.1 km in the heart of Tokyo, the capital of Japan, making Tokyo even more attractive and vibrant. Through outstanding technology and creativity, we provide safe, fast and comfortable transportation for 7.07 million passengers daily, contributing to the active lives of all people who gather in Tokyo.

At the same time, we are constantly striving to provide the best possible service with a customer focus and aggressively undertaking various affiliated businesses.