University of Rostock, Faculty of Agricultural and Environmental Sciences, Department of Waste Management, Justus-von-Liebig-Weg 6, 18059 Rostock, Germany.
University of Applied Sciences Münster, Department Facility Management, Corrensstraβe 25, 48149 Münster, Germany.
Waste Manag. 2017 Apr;62:12-23. doi: 10.1016/j.wasman.2017.02.016. Epub 2017 Mar 6.
Since 2007, there has been intensive discussion at European and national levels concerning the standardisation of services including those in the sector of waste management. The drafts of the European standard prEN 16250 and the German preliminary standard DIN SPEC 1108 are intended to establish a uniform definition of corresponding services and their (minimum) service levels. Their binding application in practice requires that systematic inspections be provided to ascertain to what degree a service has been carried out as agreed upon. However, both standardisation projects give only a few examples of potential quality characteristics and offer no concrete information concerning methods of measurement. Because intersectoral or cross-service quality inspections do not exist, there is a need for the development of specific quality inspections. The study introduced in this article examines the question of how the service quality of door-to-door waste collection can be systematically measured. To this end, the quality concept applied to the process of waste collection was first concretised and then operationalised using indicators. Based upon this, the methods of the quality inspections were developed and subjected to a trial of their applicability in a German waste management company. The methods for measuring and evaluating take into account, in addition to the different boundary conditions of collection, also the possible customer influence on the collection process and consequently on the service performed by the collection crew. In order to avoid time- and therefore cost-intensive exhaustive surveys, a multilevel random-controlled selection of survey units was developed, too. Based on the analysis of the measurement data, it was possible to determine specific time requirement values for the regular performance of the data surveys, as well as minimum sample sizes as a function of the number of container locations of the waste collection tours. On the basis of this information, it has been possible to make initial statements concerning the personnel requirement for quality inspections. Moreover, it is possible to make recommendations concerning the daily working-time schedule for a quality manager in order to achieve the most efficient performance of quality inspections possible.
自 2007 年以来，欧洲和国家层面就包括废物管理部门在内的服务标准化进行了深入讨论。欧洲标准草案 prEN 16250 和德国初步标准 DIN SPEC 1108 旨在为相应服务及其（最低）服务水平建立统一的定义。它们在实践中的强制应用要求提供系统的检查，以确定服务的履行程度是否符合协议。然而，这两个标准化项目仅提供了一些潜在质量特性的示例，并且没有关于测量方法的具体信息。由于没有跨部门或跨服务的质量检查，因此需要开发特定的质量检查。本文介绍的研究探讨了如何系统地测量上门垃圾收集服务的质量问题。为此，首先将应用于废物收集过程的质量概念具体化，然后使用指标将其操作化。在此基础上，开发了质量检查的方法，并在一家德国废物管理公司进行了适用性试验。测量和评估方法除了考虑到收集的不同边界条件外，还考虑了客户对收集过程以及因此对收集人员提供的服务的可能影响。为了避免耗时且因此成本密集的详尽调查，还开发了多层次随机控制的抽样单元选择方法。基于测量数据的分析，可以确定定期进行数据调查的特定时间要求值，以及作为收集旅行容器位置数量的函数的最小样本大小。基于这些信息，可以就质量检查人员的需求做出初步陈述。此外，还可以就质量经理的日常工作时间安排提出建议，以实现质量检查的最高效率。
