5 Star Recognised for Excellence and winners of the Scottish Award for Business Excellence 2014
The decision to invest in the EFQM framework was taken at Chief Executive and Director Level, and it was really beneficial having the support upfront.
We worked closely with Quality Scotland and after receiving the appropriate training, a core group was formed to run the project. The core group developed a ‘journey of excellence’ that supported the strategic objectives.
- Customer data used to systematically improve timetable and products
- Within capacity constraint – more services, faster journeys and better connections
- Value for money and customer focused product
- Focussed marketing and website investment
Hints & Tips
First ScotRail developed a top down communications strategy to reinforce the culture change
Ensure staff buy-in by effectively communicating the results of the self-assessment process
Link EFQM excellence model and continuous improvement to what you are already doing to ensure continuous improvement as an organsiation
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