Adapting EFQM Excellence Model for Public Transport Operators: A Case of IETT, Istanbul's Public Bus Operator

Muhammet Deveci and Fatih Canıtez

Alphanumeric Journal, 2018, vol. 6, issue 2, 211-226

Abstract: There are several management approaches being utilized in public transport operators to achieve organizational performance. EFQM excellence model, promoted by the European Foundation for Quality Management, helps organizations achieve sustainable excellence with its holistic management framework. One of the most outstanding features of EFQM model is its balanced and holistic perspective for organizational performance based on continuous improvement approach to exceed the stakeholders’ expectations. In this study, we examine the way EFQM excellence model has been adapted and implemented for urban public transport operators through a case study of Istanbul’s public bus operator, IETT. The results of the case demonstrate the adaptation processes of the fundamental concepts of the model to a public transport operator’s organizational context, thus, providing an applicable management model for other public transport operators as well. EFQM excellence model has been adopted for the first time in a public transport company, therefore the results have significant implications to enhance quality initiatives in public transport operators, in particular, and urban mobility, in general.

Keywords: Excellence Model; EFQM; IETT; Public Transport; Quality; Urban Mobility (search for similar items in EconPapers)
JEL-codes: C44 (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:anm:alpnmr:v:6:y:2018:i:2:p:211-226

DOI: 10.17093/alphanumeric.414000

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