• Publish Date
  22.11.2021
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Metro Istanbul Becomes the First and Only 5 Star Metro in Turkey !

Metro Istanbul, one of the affiliates of Istanbul Metropolitan Municipality (IMM), participated in the assessment process in order to institutionalise, increase the level of process maturity and make its success sustainable and was entitled to receive 5 stars as a result of the competency assessment carried out by KalDer, the Turkey representative of EFQM.
Turkey's largest urban rail system operator, Metro Istanbul, received the "5 Star Certificate" in Turkey and became the first and only rail system operator after the competency assessment carried out by the Turkish Quality Association (KalDer) in line with the European Foundation for Quality Management (EFQM) European Quality Management Foundation Excellence Model.
At the 30th Quality Congress held this year, Turkey Excellence Awards found their owners. At the ceremony held on the evening of November 17th, General Manager Ozgur Soy received the quality certificate of Metro Istanbul.

“We are aware that people are temporary, but the institutions are permanent”
General Manager Soy stated that they are very happy to receive 5 stars as a result of the EFQM evaluation they participated in order to institutionalise, increase the level of process maturity and make their success sustainable. Noting that it is also a point of honour to be the first and only company to receive 5 stars in rail system management in Turkey, General Manager Özgür Soy said, “Metro Istanbul is located in the middle of a giant ecosystem with 2.2 million passengers at one end and thousands of suppliers at the other. In order to achieve lasting success, you need to manage this ecosystem well by integrating with all your stakeholders. The EFQM Model also specifically assesses this issue. If you cannot achieve a common development and transformation with all your stakeholders, you cannot guarantee your future. With the EFQM model, we aim to carry out our business processes and management system in line with targets and strategies, and to lay the foundation for a common corporate culture and working principle. Moreover, we also want to guarantee the necessary basic conditions in terms of passenger satisfaction, employee health and environmental impacts. We are aware that people are temporary but the institutions are permanent. For this reason, we want to implement a sustainable management model and a corporate system in which even our grandchildren, who use the metro lines in Istanbul 50 years later, can reap the fruits of this effort”.

“Companies accustomed to success always aim higher”
General Manager Özgür Soy said, “This success has been achieved as a result of the devoted work of each of my friends at Metro Istanbul, from A to Z, 365 days a year under all conditions. Good results come with great effort. I thank all my colleagues. Recently, we received 84 points as Metro Istanbul in the passenger satisfaction survey conducted by Comet, the international metro companies’ benchmarking organisation, and became the first among the 25 leading metro companies in the world. For the first time in the last 7 years, we have achieved a significant leap in our customer satisfaction rate, surpassing 80 points. These awards and documents show us that we are on the right path. Companies accustomed to success always aim higher. We will continue to work with enthusiasm to bring the quality of our company to even higher levels and to provide the service that Istanbul residents deserve”.

About EFQM
EFQM (European Foundation for Quality Management) was founded in 1988 with 14 members. The purpose of the foundation is "to be the driving force to ensure the sustainable excellence of organisations in Europe". The Business Excellence Model was developed in 1992. This model emphasises that success in customer satisfaction, employee satisfaction and impact on society can be achieved by directing policies and strategies, employees, resources and processes with an appropriate leadership approach, and thus excellence in business results can be achieved. The nine main criteria in the Model includes evaluations of the organisation's efforts to achieve excellence. Each criterion of the excellence model consists of sub-criteria that include self-assessment and continuous improvement activities that the organisation should implement in its journey towards excellence. The model consists of 32 sub-criteria where 24 of them are inputs and 8 are results.
Total Quality Management is the continuous improvement of all activities in the organisation in order to meet the expectations of all stakeholders (customers, employees, shareholders, suppliers, society) in a balanced way. The EFQM Excellence Model is a non-prescription framework that accepts that achieving continuous excellence is possible using many different approaches.
The EFQM Excellence Model is based on nine main criteria and is a non-mandatory model. Five of these criteria constitute the "Input" criteria and four of them constitute the "Result" criteria. Input criteria include the activities performed by an organisation. Results criteria show what the organisation has accomplished. Results are due to inputs. The model, which is based on the fact that there can be many approaches to achieve sustainable excellence in all dimensions of performance, is based on the following statement: Excellent results reflected in performance, customers, employees and society can be achieved by directing policy and strategy, employees, resources and processes with an appropriate sense of leadership.
In 2021, 11 organisations participated in the KalDer EFQM Recognition and Award Program where 2 organisations preferred to keep their names confidential.
Number of Institutions Receiving 3 Star Competency Certificate in Outstanding Performance – 1
Number of Institutions Receiving 4 Star Competency Certificate in Outstanding Performance – 4
Number of Organisations Receiving 5 Star Competency Certificate in Outstanding Performance – 2
Number of Organisations Receiving Turkey Excellence Award – 2
 

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