In the public transport sector, companies face an obligation to develop and enhance quality performance.
In the field of law, the obligation required in this sector is the contractual obligation, that is, the purchase of the ticket purchased by the customer traveling for travel is an obligation on the company to provide u movement service in complete safety and in satisfactory conditions. The transport code describes some of the rules regarding quality of service, but it does not describe the method for ensuring service quality or performance or monitoring indicators for these services.
The quality approach is a continuous improvement process that aims to improve a company's competitiveness in a sustainable manner by combining effectiveness and efficiency in order to provide services that meet market and customer expectations. Its goal is customer satisfaction, retention and standardization and improvement of internal processes. The stakeholders (company management, employees, customers, etc.) participate in this approach, which is part of the company's strategy and culture.
EFQM is a performance benchmark that has adopted a generic approach, with all stakeholders in mind. Its approach is complementary to the ISO approach, which enables organizations to know their levels of performance.
EFQM certification means that the organization has successfully achieved a level of excellence in quality and can be a good example for other companies in the same industry.