For Metroline, one of seven large transport groups operating the bus networks in London under the watchful eye of Transport for London, quality is of upmost importance. Operating over 1,200 buses, including 32 new buses for London, on 67 routes from 9 garages, a head-office and a Central Engineering Logistics Facility; the company is under constant pressure to demonstrate that it is providing a high quality level of service. Maintaining ISO 9001 certification through NQA helps do exactly that, in addition to protecting the company and helping secure new business. For more information on Quality Management visit our website: https://www.nqa.com/en-gb/certification/standards/iso-9001-2008

1. For Metroline, one of seven large transport groups operating the
bus networks in London under the watchful eye of Transport for
London, quality is of upmost importance. Operating over 1,200
buses, including 32 new buses for London, on 67 routes from
9 garages, a head-office and a Central Engineering Logistics
Facility; the company is under constant pressure to demonstrate
that it is providing a high quality level of service. Maintaining
ISO 9001 certification through NQA helps do exactly that, in addition
to protecting the company and helping secure new business.
A BUS LOAD
OF QUALITY

2. “The ISO 9001 certification is a visual
way of displaying our commitment to
quality and I strongly believe it gives
Metroline a competitive advantage.”
“I want
everyone in
the company
to feel
proud of our
achievement,
which is why
we proudly
display
the NQA
certificate in
our sites”
Contact us
NQA, Warwick House, Houghton Hall Park, Houghton Regis, Dunstable, LU5 5ZX, United Kingdom
08000 522424 info@nqa.com www.nqa.com/qms
NEVER STOP IMPROVING
Three years on from first achieving the
international quality management standard,
ISO 9001, the Quality and Business
Improvement team at Metroline decided
to move its certification to NQA. The team
wanted to bring in a company who they
believed could more positively support them
in improving standards across the business.
It was important to Metroline that the new certification
supplier had previous experience in the field of passenger
transport and had a strong track record of working with
high-profile brands and companies. This is why Liz Murphy
and Steve Welch, Quality Managers at Metroline first
contacted NQA.
Keeping the customer happy
Metroline’s customer is Transport for London and it is
important that it sees the bus operator as being a company
that is committed to quality. Quality for Metroline is not
just about making sure the buses arrive on time at the bus
stops; it covers Engineering, Operations, Communications,
Claims, Training and Recruitment amongst other
departments. An effective quality management system
isn’t simply a nice-to-have for Metroline, it is a must. The
company is paid based on performance, therefore if the
quality of performance dips, revenue also dips shortly after.
The benefits of audits
Speaking of the benefits ISO 9001 certification affords
Metroline, Murphy, says “By conducting our own audits
internally, in line with the continuous improvement element
of the standard, we spot things that aren’t necessarily
working correctly before Transport for London does which
gives us an opportunity to put it right before it affects the
service we provide.
“In addition to our own audits and the NQA audits, Metroline
is also audited by Transport for London. During these audits
it is important for us to be able to demonstrate that quality is
just as important to us as it is to them and ISO 9001 helps
us to do that.”
Competitive advantage
“The ISO 9001 certification is a visual way of displaying
our commitment to quality and I strongly believe it gives
Metroline a competitive advantage. This is particularly
important when tendering for other routes through Transport
for London. It is also just as important when it comes to
securing additional business with third parties, such as rail
and underground replacement contracts” explains Murphy.
Providing protection
An aspect of quality management that is often overlooked
is that of protection from external stakeholders and legal
action. Murphy continues: “One of the most significant
benefits of ISO 9001 certification to Metroline is protection
from third party agents. Within our industry Employment
Tribunals are unfortunately not uncommon. In order to
protect ourselves we make sure we follow set procedures
and processes as demanded by the quality standard and
not simply rely on policies.”
Small things matter
“From the first time I contacted NQA it was obvious that it
was very good with the administration and general day to
day running of the account” said Liz Murphy. Simple tasks
such as returning phone calls and keeping track of what is
happening is done very well, with no fuss or upheaval. NQA
rings us rather than us doing the chasing.”
Telling the world
Metroline has decided now would be the best time to
show-off how good it is to the people of London. Murphy
concludes: “I want everyone in the company to feel proud
of our achievement, which is why we proudly display the
NQA certificate in our sites. However, just as important
are the passengers throughout London. All of our buses
now have a NQA ISO 9001 sticker on the entrance to our
vehicles. Everyone in North London can now see how good
we are and that we are committed to continual improvement
through working with NQA.”
CS/MET/01/NOV13