Quality and commitments
Page: Quality policy
Quality and commitments
Palma de Mallorca’s Municipal Transport Company (EMT) is committed to developing and implementing a Quality Management System based on the UNE-EN-ISO 9001:2008 and UNE-13816 standards.
To provide the necessary level of service, EMT undertakes the following commitments with a view to meeting the needs of its customers and the requirements of applicable standards.
- A customer-oriented approach. EMT’s users are its customers, and so efforts must be made to attract them to the company and to care for them, because only in this way can their loyalty be ensured.
- Management of inter-departmental processes, through the creation of multi-disciplinary teams so as to take maximum advantage of the know-how and expertise of all the company’s staff in order to meet common goals under the direction of EMT’s management team.
- Increased use of public transport. EMT optimizes its fleet so that a high-frequency service is provided at times with a peak demand.
- Ongoing improvements and continual assessments. Each year, the company’s management team sets quantifiable targets and it monitors compliance with them in order to boost customer satisfaction.
- Adapting to changes in the city (the rising population, growth in urban development etc.) To achieve this, analyses are made of citizens’ transport requirements, paying special attention to access to public facilities from all the city’s different neighbourhoods.
- Transparency and confidence. EMT’s customers have numerous different means at their disposal of contacting the company (through the website or social networks, by e-mail or telephone, in person etc.). All suggestions and complaints by customers are given priority treatment and an individual response is provided.
- Professionalism of the staff serving the public, through initial training and a yearly training programme to improve their skills and bring them up to date with new technologies.
- Technological and environmental innovations. EMT explores new technological innovations that can be applied to its vehicles in order to minimize the environmental impacts of energy consumption, the generation of waste and atmospheric emissions.
- A commitment to equality. EMT guarantees equal opportunities and no difference in the way men and women are treated, with no direct or indirect sexual discrimination. To do so, measures aimed at achieving real equality are promoted as one of the strategic principles of its Human Resources Policy.
Since 2009, EMT-Palma has been certified as complying with two different quality certificates issued by AENOR:
The ISO 9001 Quality Management Certificate, granted by AENOR for all the company’s management activities since 2009.
The UNE 13816 Quality in Public Passenger Transport Certificate, granted by AENOR. EMT-Palma was the first company in the Balearic Islands to be awarded this certificate. Line 8 was the first bus route to receive the certificate in 2009. Since then, each year different lines have also been awarded it. In 2017, 49% of EMT’s passengers travel on certified bus routes. They are Lines 1 / 2 / 5 / 7 / 8 / 10 / 16 / 19 / 20 / 21 / 30 / 33
Scope of the certificates
- The ISO 9001 certification system encompasses “Collective scheduled urban transport services” and it involves all the standard’s quality procedures (prior to and during the supplied service and in subsequent checks).
- The UNE 13816 system used by EMT-Palma is made up of over 90 quality indicators, each with a “required level” and “fail value”. Some of these indicators relate to the certified bus lines but most are global ones for the company’s entire fleet.