Quality Management

As part of the national "Total Quality" program initiated by the Ministry of Transport, SRT Béja has implemented a Quality Management System compliant with the requirements of the "ISO 9001-2008" standard, aiming to ensure service compliance with this standard's requirements, legal and regulatory requirements, and to enhance customer satisfaction for passenger transport on regular interurban lines (T.V.I).

This system aims to achieve the following objectives:

1
Customer satisfaction by offering high-quality services through adherence to punctuality, safety, cleanliness, and proper welcome standards in vehicles and various SRT Béja facilities.
2
Continuous service evaluation and permanent monitoring of the "Quality Management System".
3
Implementation of a Customer Feedback System for handling suggestions and complaints, and measuring service satisfaction levels to implement improvements.
4
Human resources development through enhanced training and awareness programs for all staff.
5
Energy consumption control.
6
Participation in the national environmental protection program and provision of an adequate professional environment.
7
Once objectives derived from SRT Béja's quality policy are set, indicators are established to monitor and control processes.
8
The management representative and Quality Manager are responsible for ensuring internal communication to all SRT Béja staff.

Information to be communicated, frequency, methods and receiving organizations

Information Frequency Methods Receiving Organizations
Quality policy Immediately after adoption or review
- Posting
- Distribution
 All departments and agencies
Quality objectives for each process Immediately after approval or change
- Posting
- Distribution
 Concerned department
Customer complaints Monthly
- Distribution
 Concerned department
Survey results Immediately after data processing completion
- Distribution
 All departments and agencies
Annual training plan At the beginning of each year
- Posting
 All departments
Management review results Immediately after approval of review minutes
- Posting
- Distribution
 All departments
Process review results Immediately after approval of process review minutes
- Posting
 Concerned department
  • The General Directorate determines the necessary resources to implement and maintain the "Quality Management System" through:
  • Required investments.
  • Staff training, qualification, competence and awareness.
  • Provision of necessary information.
  • Provision of a work environment conducive to quality.

Passenger transport on regular interurban lines is provided by vehicles whose characteristics meet customer needs. Drivers and conductors are assigned to designated vehicles based on selection criteria such as: qualification, experience, good behavior, proper appearance, good health, etc.

During management reviews, resource adequacy is examined to verify they are sufficient for proper QMS functioning and ensuring customer requirement satisfaction.

Human Resources:

Operations, maintenance and administrative staff whose activities impact service quality for SRT Béja customers meet competence criteria. This competence is acquired through initial training reinforced by appropriate professional training, know-how and career experience.

Infrastructure:

To ensure quality services for passenger transport on regular interurban lines, SRT Béja provides:

  • Vehicles meeting customer needs.
  • Means to properly inform customers about departure/arrival schedules and applicable fares.
  • Waiting rooms complying with hygiene and safety standards.
  • Well-equipped maintenance workshops adapted for various preventive and corrective maintenance types.

SRT Béja was certified ISO 9001-2008 on May 11, 2009.

First surveillance audit was conducted in June 2010 followed by second in June 2011.