The quality process as a management tool for public transport operators. The example of the EFQM Model through the franchise bidding process in the United Kingdom

The quality process is a fashionable concept in public transport. Operators try to improve service quality and customer satisfaction, while public authorities impose the implementation of new quality processes in franchise contracts. EFQM differs from other quality models because of its global and integrated approach. In the UK, it has become the reference in the railway franchising process. Keolis, established in the UK for 10 years, developed its own EFQM approach. This study brings methodological elements and concrete examples of the implementation of this process in a public transport company.