Service Quality Management & Excellence

  • Training
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  • Japan


Nowadays, the commuters are faced with multiple modal choices and the growing trend of on-demand mobility.  The key challenges for public transport organisations are how to maintain and grow their satisfied customer base, deliver service excellence responding to their ever changing needs, and even go beyond their expectations.

UITP and Tokyo Metro are fully aware of the increasing demand on service quality management in public transport providers, the training will be held in Tokyo, Japan from 12-14 July 2017. This is a 3-day programme, including an insightful technical visit of the Tokyo Metro network, aims to introduce topics of the European Service Quality Standard in public passenger transport, Customer Loyalty and Customer Relation Management, the design on station facilities and wayfinding, how digitalization on improving service excellence, and the correlation between customer satisfaction and employee satisfaction, Measurement and Monitoring of Service Quality in Public Transport. 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.


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

Indivisual 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

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.