• ISSN: 2148-2225 (online)

Ulaştırma ve Lojistik Kongreleri

alphanumeric journal

The Journal of Operations Research, Statistics, Econometrics and Management Information Systems

Adapting EFQM Excellence Model for Public Transport Operators: A Case of IETT, Istanbul's Public Bus Operator

Muhammet Deveci, Ph.D.

Fatih Canıtez


There are several management approaches being utilized in public transport operators to achieve organizational performance. EFQM excellence model, promoted by the European Foundation for Quality Management, helps organizations achieve sustainable excellence with its holistic management framework. One of the most outstanding features of EFQM model is its balanced and holistic perspective for organizational performance based on continuous improvement approach to exceed the stakeholders’ expectations. In this study, we examine the way EFQM excellence model has been adapted and implemented for urban public transport operators through a case study of Istanbul’s public bus operator, IETT. The results of the case demonstrate the adaptation processes of the fundamental concepts of the model to a public transport operator’s organizational context, thus, providing an applicable management model for other public transport operators as well. EFQM excellence model has been adopted for the first time in a public transport company, therefore the results have significant implications to enhance quality initiatives in public transport operators, in particular, and urban mobility, in general.

Keywords: EFQM, Excellence Model, IETT, Public Transport, Quality, Urban Mobility

Jel Classification: C44

EFQM Mükemmellik Modelini Toplu Ulaşım İşletmelerine Uyarlamak: İstanbul'un Otobüs İşletmesi İETT Örneği


Toplu ulaşım işletmeleri tarafından organizasyonel performansı artırmak için kullanılmakta olan birçok yönetim yaklaşımı bulunmaktadır. Avrupa Kalite Yönetim Vakfı tarafından geliştirilen ve desteklenen EFQM mükemmellik modeli, bütünsel yönetim çerçevesi ile organizasyonların sürdürülebilir mükemmelliğe ulaşmalarına yardımcı olmaktadır. EFQM modelinin öne çıkan önemli özelliklerinden biri de sürekli iyileştirme yaklaşımına dayalı olarak paydaş beklentilerini aşacak ve organizasyonel performansı sağlayacak, dengeli ve bütüncül bir perspektif sunmasıdır. Bu çalışmada, EFQM modelinin kentiçi toplu ulaşım işletmeleri için uyarlanması ve uygulanması, İstanbul’un belediye otobüsü işletmesi olan İETT örneği üzerinden sunulmaktadır. Çalışma, modelin temel kavramlarının toplu ulaşım işletmelerinin organizasyonel bağlamlarına uyarlanma süreçlerini göstermekte ve diğer toplu ulaşım işletmeleri için de uygulanabilir bir yönetim modeli sunmaktadır. EFQM mükemmellik modeli ilk kez olarak bir toplu ulaşım işletmesi için uygulanmakta olduğundan, elde edilen sonuçlar, özelde toplu ulaşım işletmeleri genelde de kentiçi ulaşımda kalite girişimlerini artırmak açısından önem arz etmektedir.

Anahtar Kelimeler: EFQM Mükemmellik Modeli, Kalite, Kentiçi Ulaşım, Toplu Ulaşım

Suggested citation

Deveci, M., Canıtez, F. (2018). Adapting EFQM Excellence Model for Public Transport Operators: A Case of IETT, Istanbul's Public Bus Operator. Alphanumeric Journal, 6(2), 211-226. http://dx.doi.org/10.17093/alphanumeric.414000


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Volume 6, Issue 2, 2018


alphanumeric journal

Volume 6, Issue 2, 2018

Pages 211-226

Received: April 10, 2018

Accepted: Sept. 1, 2018

Published: Sept. 29, 2018

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2018 Deveci, M., Canıtez, F.

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