EFQM | Primary Partner

MTR Crossrail retains EFQM Committed to Excellence (C2E)

Tue, 13/11/2018 - 11:30

MTR Crossrail, the train operator responsible for operating the Elizabeth line, which is inter-urban and metro passenger service connecting London City, Canary Wharf, the West End and Heathrow Airport to commuter areas east and west has successfully retained its 2-star EFQM Committed to Excellence (C2E). MTR Crossrail are a 100% owned subsidiary of MTR Corporation Limited, based in Hong Kong with global railway operations in the Mainland of China and overseas.

EFQM Committed to Excellence (C2E) is an assessment and recognition scheme that helps you introduce an excellence initiative into your organisation and deliver improved results. It is an action-based learning project that entails identifying, prioritising and implementing improvement projects using the EFQM Excellence Model and RADAR logic.

Steve Murphy, Managing Director said:

The EFQM model allows MTR Crossrail focus on our key enablers and results while we continue to grow our business. The basic principles of the excellence model have been fundamental to our operational success to date supporting our approach to organisational management and process development.

John Geary, Head of Customer Experience said:

MTR Crossrail is working hard to improve customer information during service disruption. This is a complex area, which has required us to work closely with our industry partners, stakeholders and internal customer facing teams to ensure we deliver the right information to our customers, at the right time and in the right way. We used the EFQM model to develop our strategy in this area and this approach drove a 7 point improvement in customer satisfaction scores for how well informed customers feel during service disruption. We were also delighted that the work was used by British Quality Foundation in a university lecture on the benefits of using EFQM for developing a strategy to resolve complex business problems.

The Lead Assessor also added:

The assessors were impressed by the improvements being implemented and the degree of innovative thinking within the business.

Want to improve your business performance? Find out more about the EFQM Levels of Excellence.