Metrolink operator is awarded ISO 9001:2015 certification

Town Centre Metrolink stop

The operator of Greater Manchester’s tram network, Metrolink RATP Dev, has achieved ISO 9001: 2015 from the BSI (British Standards Institute) for its Quality Management System.

The certification was awarded to the company after an in-depth assessment of its Quality Management System which is how it plans to meet, deliver and continually improve the service it provides to enhance customer satisfaction.

As part of the auditing process, site visits were made by BSI assessors to interview employees from its 700 plus workforce.

The certification also comes after the operator was awarded BS OHSAS 18001 (Occupational Health & Safety Management) in April this year for its effective management of occupational health and safety.

Chris Coleman, Managing Director of Metrolink RATP Dev, said: “Achieving the ISO 9001:2015 standard represents the journey we’ve come on as a business since the start of the Metrolink expansion programme, more than five years ago.

“During that time we’ve more than doubled our employee numbers, alongside delivering the growth of the Metrolink network. This has been an incredible challenge which I’m proud to say we’ve overcome.

“This certification recognises the hard work and focus we place on quality management and its key principles of customer focus, leadership, continual improvement and engagement of our people and how we’re constantly striving to meet the needs and expectations of our customers.”

Tim Jackson, CEO of RATP Dev UK, said: “This is a great achievement for our colleagues in Greater Manchester who work hard to deliver an excellent service for the Metrolink customer, our client and local stakeholders.

“By gaining the ISO 9001: 2015 certification, we’re able to demonstrate we have the plans and strategy in place to continually deliver and improve on the service we provide to enhance the customer experience of the 34m Metrolink customers who use the service each year.”

Toni Allen, UK Head of Client Propositions, BSI said: “Metrolink has demonstrated their commitment to quality by gaining certification to the world’s most widely recognized Quality Management System standard. By achieving this, they have embedded a process based approach in to their organization, which will help them to continually monitor and manage quality across all operations, ensuring consistent performance and service.”

ISO 9001: 2015 is the international standard for the requirements of a Quality Management System (QMS).

Quality management ensures the activities and processes of a business continually meet with the needs of its customers and stakeholders. It is based on key management principles which include customer focus, leadership, continual improvement and engagement of people.