Best practice Cases of the 4th Quality Conference for Public Administration in the EU
The relationships between standardized operational procedures and measuring Customer Satisfaction: The Case of Athens’ Metro.
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Country: |
Greece |
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Organisation: |
Attiko Metro Operation Company S.A. |
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www homepage: |
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Contact person: |
Mr. Panagiotis Sarras |
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Address: |
94, Kifisou Ave, 104 43 Athens |
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E-mail: |
psarras@ametro.gr |
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Phone: |
++302105194065 |
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Fax: |
++302105194045 |
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Level: |
Regional |
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Sector: |
Transport and communication |
Short description of the case:
Attiko Metro Operation Company S.A. operates Lines 2 and 3 of Athens’ Metro. The policy of the company is to provide the highest Customer Service every time, combining speed, comfort, safety and security. In order to achieve this goal, the company applies a quality system, which is consisted of: •Operation Procedures •Quality and Performance indicators •Improvement actions through EFQM model. •Measuring of Customer Satisfaction
Main feature of the case:
- Developing and managing processes
- The satisfaction of customers and citizens
Key words:
the tools and methods relevant to EFQM, ISO 9000, customer satisfaction measurement, performance indicators
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)