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Public transport operator Keolis achieves ISO certification with process management from Sensus BPM Online

Results

2 ISO certifications obtained

Both the bus company and the rail company are ISO 14001 and ISO 9001 certified.

4

Regions served: Veluwe, Midden-Overijssel/Twente, Province of Utrecht, and Municipality of Almere

85%

companies that actively use process management achieve ISO certification within two years

Walraven Logoi

Industry Public transport

Company size: 1,100+ employees

Objective Ensuring processes and quickly onboarding employees after winning tenders, and achieving ISO 14001 and ISO 9001 certifications with process management for bus and rail activities.

Keolis in ISO certification process management

Active throughout the Netherlands through public tenders

Keolis Nederland is a subsidiary of the global mobility company Keolis. Keolis Netherlands provides public transport in the Veluwe (Gelderland), Midden-Overijssel, Twente, and the province of Utrecht. Subsequently, Keolis Nederland also began providing public transport in the municipality of Almere and operating the Zwolle – Kampen and Zwolle – Enschede train lines.
 
Mirelle Poot, Manager Quality at Keolis Nederland is happy to share her positive experiences with Sensus BPM Online. We asked her why process management is so important for the organization in her opinion.
 
“In order to provide public transport in various areas of the Netherlands, we bid on public tenders. This means you can win or lose certain areas. When you win a tender, you take over the personnel from the party that previously provided public transport in that area, such as bus drivers. For this, it's necessary to ensure all procedures are in place so that personnel can be properly onboarded. Bus transport is more or less the same everywhere, but each organization often works slightly differently,” Mirelle explains.

BPM online census needed for ISO certifications

Besides the practical aspect, the organization wanted to be ISO certified with process management. “We also needed Sensus BPM Online for ISO 14001 and ISO 9001 certifications.” ISO 14001 is the globally applied standard for establishing and certifying environmental management systems, which is very important in the public transport sector. ISO 9001 is a standard that sets requirements for an organization's quality management system. “We have secured all ISO 14001 and ISO 9001 standards within the described processes, and both the bus company and the rail company are now ISO 14001 and ISO 9001 certified. We are very proud of that!”

Collaborative process modeling works!

We asked Mirelle to explain how she approached such a process management project. Where do you start and how? “First, we drew up the process framework and looked at which processes needed to be elaborated further. Together with the employees involved, I schedule sessions, and then together we elaborate on a process using Sensus icons on a whiteboard. This also applies to cross-departmental processes; in that case, I invite people from each department. I’m very enthusiastic about this way of modeling; it makes processes tangible for everyone. Moreover, I find employee involvement very important. Employees gain insight into the far-reaching consequences of not following a process for, for example, another department. We implement small improvements immediately when we’re together, which is very efficient. I’m thrilled that management has chosen this approach." Sensus BPM Online to purchase!”

 

“I am just very enthusiastic about both the methodology and the user-friendly Sensus BPM Online!”

Mirelle Poot
QHSE - Quality Manager, Keolis Netherlands

Measurable results

The first good results are already visible in the organization. “We can really see results: much less double work, and the processes of different departments are much better aligned. Thanks to all the joint process modeling sessions, we notice that process management is starting to come alive in the organization.”
 
Measurable results are also undeniable. “The quality of execution when it comes to punctuality and service cancellations scores stably and well above the national average. In terms of customer satisfaction, Keolis Nederland remains stable on all points and is improving compared to previous years on many fronts. The number of complaints has decreased. This is achieved through the continuous improvement of our plan-do-check-act principle, which is the basis of our policy,” explains Mirelle.
 
The importance of Sensus BPM Online in this is evident from its conclusion: “I am simply very enthusiastic about both the methodology and the easy-to-use Sensus BPM Online!”

Article content

  1. Active throughout the Netherlands through public tenders
  2. BPM online census needed for ISO certifications
  3. Collaborative process modeling works!
  4. Measurable results

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