Rail Operations Quality Management Certification

"Safe, reliable, sustainable and integrated customer service"
30th November 2012 


Dear Colleagues,

Excellent customer service is essential for our overall business success and I am pleased to announce that our Rail Operations Departments within Rail Services recently attained Quality Management Certification to BS EN ISO 9001: 2008.

BS EN ISO 9001:2008 is an internationally recognised quality standard that provides a framework to ensure processes are in place to deliver safe, reliable, sustainable and integrated Customer Service.

Using ISO 9001, departments within Rail Operations, Customer Services, Planning and Performance and Cross Border Services have developed a Quality Management System that outlines clearly the roles, responsibilities and processes required to deliver a high quality train service to our customers.

It promotes a team approach and outlines clear performance goals and measurements that lead to continuous improvement and supports key elements of the European Framework for Quality Management (EFQM).

Rail Operations now joins our Rail Engineering Department who have held this award from 2000. Congratulations to Rail Operations on this important achievement.

As a passenger transport operator we work closely with the education sector, transporting thousands of pupils to and from school every day and we continue to look at ways of strengthening our links with young people. 

This week, we announced a new partnership with the Ulster Youth Choir that will reach hundreds of young people aged 12-18 in post-primary schools across Northern Ireland.  The ‘Musical Journeys’ project will involve 10 Ulster Youth Choir workshops in post-primary schools across the province. The workshops support the NI curriculum and aim to build self-confidence, team-working and self-esteem. 

As we approach Christmas, you can also expect to enjoy festive performances by Ulster Youth Choir members in Great Victoria Street Railway Station and around city centre bus stops.

Catherine Mason

Group Chief Executive