Adapting EFQM excellence model for public transport operators: A case of IETT, istanbul’s public bus operator
File(s)
Published version
Author(s)
Deveci, Muhammet
Canıtez, Fatih
Type
Journal Article
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.
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.
Date Issued
2018-09-29
Date Acceptance
2018-09-01
Citation
Alphanumeric Journal, 2018, 6 (2), pp.211-226
Publisher
Alphanumeric Journal
Start Page
211
End Page
226
Journal / Book Title
Alphanumeric Journal
Volume
6
Issue
2
Copyright Statement
© 2013 - 2018. Alphanumeric Journal
The Journal of Operations Research, Statistics, Econometrics and Management Information
Systems All rights reserved. Author(s) retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
The Journal of Operations Research, Statistics, Econometrics and Management Information
Systems All rights reserved. Author(s) retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Publication Status
Published
Date Publish Online
2018-09-29