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Delivering service excellence by meeting commuters’ ever-changing needs while excelling beyond their expectations is one of the key challenges for public transport operators and authorities.

Following the success of the training programme on Quality and Service Excellence in Munich, Tokyo and Dubai in 2018, we are organizing a training course on this theme in Shenzhen, China on 5-7 August 2019. This is one of the training programmes organized by the Shenzhen Regional Training Centre established by UITP and Shenzhen Bus Group.

This training programme will allow participants to broaden knowledge and understanding on the importance of service excellence and quality management. Making reference to successful examples in Asia-Pacific and worldwide, the course will cover various key practices on maintaining an effective quality management system and demonstrating the use of a variety of advanced innovative technology to improve service quality. The course will also be designed to meet the specific needs and situation in Asia.

The training and all training materials will be provided in English, and Simultaneous Interpretation (SI) from English to Chinese will be provided in the classroom training


Our skillful trainers are international experts and professionals with extensive experience and knowledge in Quality and Service Excellence.

Our lead trainer will be:

  • Mr Kaan YILDIZGÖZ, Senior Director – Membership, Marketing & Services, UITP
  • Mr Rob Mayo, Managing Director, MH Consulting





Mr Kaan YILDIZGÖZ, Senior Director – Membership, Marketing & Services, UITP


Rob Mayo, Managing Director, MH Consulting



The main topics of the course are:

  • Current trends and customer expectations
  • Service Quality Management in Public Transport
  • Creating and end-to-end customer experience and quality of service
  • Accessibility Signage & Wayfinding
  • Human resources and workforce strategies for service excellence and frontline staff training
  • Customer service from an authority’s perspective
  • The use of new technology, digitalisation and big data to improve service quality
  • Measurement, Monitoring, Complaint management system

*UITP reserves the right to make amendments to the programme or any related activity



Early Bird until 05/07/2019

After 05/07/2019


1210 €

1690 €

Member « developing nations »*

885 €

1235 €


1635 €

2280 €

Non-member « developing nations »*

1095 €

1540 €

Group UITP Member (4 or +)

1130 €

Group UITP Member (4 or +) « developing nations »*

830 €

Group UITP non Member (4 or +)

1520 €

Group UITP non Member (4 or +) « developing nations »*

1020 €

* Participants from developing nations benefit from a special discount. Check here the list of eligible countries.

Terms and Conditions

Please download our Terms and Conditions here.

Please note fees do not include visa application or arrangement. Please contact your local travel agent or local embassy for travel visa to China.

Participants are also required to make their own arrangement of accommodation in China.

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

Registration is on first-come-first-served basis as there is limited capacity for the training programme.  All payment must be paid on or before 24 July 2019 to confirm a placement in the programme.

For group registration (visa enquiry and/or logistics), please contact:

Sanxi DONG 
Manager, UITP China Liaison Office
Tel: (+86 755) 8895 9188
Email: sanxi.dong@uitp.org




Mr Kaan YILDIZGÖZ, Senior Director – Membership, Marketing & Services, UITP


Rob Mayo, Managing Director, MH Consulting



This programme is kindly hosted by SZBG.

Shenzhen Bus Group Co., Ltd. (SZBG), established in 1975, is the largest joint venture of public transportation in Shenzhen, with a long standing history and premium brand. SZBG has more than 28,000 employees, operates 346 bus routes, and owns a fleet of 12,813 vehicles (including 6,053 fully electric buses and 4,681 fully electric taxis). There are 104 charging stations and 1,704 charging piles, and the depot area is 940,000 square meters. The Group has achieved full electrification at the end of 2018.