EFQM excellence model implementation in Metro Bilbao

Customer satisfaction, employees satisfaction and a positive impact in society can be achieved through a strong leadership driving Policy and Strategy, that is delivered trough people partnerships and resources and processes. Then the company will get sustainable excellence in all areas of performance. There are some fundamental concepts which underpin the EFQM Model: Results Orientation: achieving results that delight all the organization's stakeholders. Customer Focus: - creating sustainable customer value. Leadership &Constancy of Purpose: visionary and inspirational leadership, coupled with constancy of purpose. Management by Processes & Facts: managing the organization through a set of interdependent and interrelated systems, processes and facts. People Development & Involvement maximizing the contribution of employees through their development and involvement. Continuous Learning, Innovation & Improvement:_challenging the status quo and effecting change by using learning to create innovation and improvement opportunities. Partnership Development: developing and maintaining value-adding partnerships. Corporate Social Responsibility: exceeding the minimum regulatory framework in which the organization operates and to strive to understand and respond to the expectations of their stakeholders in society.