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View the Autumn / Winter 2011 issue of the Northern customer magazine

News

Northern Rail Achieves Investors in Excellence Standard

5th March 2010


Northern has become the first train operator in the UK to achieve the prestigious Investors in Excellence Standard.

The nationally recognised mark of quality acknowledges Northern’s dedication to continually improving the quality of its operations to benefit customers and employees.  

The assessors found that: “Northern clearly embraces the concepts of Excellence and is on a journey to achieve them.  There are many good examples of this and further examples of ‘work in progress’ to improve based on analysis of the current and future landscape.  Northern actually uses the Excellence model internally and all staff (at all levels) embrace the ethos of the Vision, Mission and Values.”

The Investors in Excellence Standard complements the Continuity Marque awarded to Northern by the North of England Excellence Scheme for our commitment to putting in place the right people, resources and plans to deliver a successful, growing railway for passengers across the north of England.

We run 2550 train services every weekday and have attracted 34% more passengers since we started five years ago.  Punctuality of services has also improved from 83.7% in December 2004 to 91% of trains on time in the last 12 months. 

Northern has adopted the European Foundation Quality Management (EFQM) model as a basis for auditing activities, processes and results against a recognised benchmark.

Ian Bevan, Managing Director, Northern said: “We’re delighted to achieve the Investors in Excellence Standard.  This is testament to the dedication of everyone across our business to improve the quality of the service we deliver for our customers.”

David Teale, Chief Executive of North of England Excellence said “Northern is making great progress, having achieved Marques and Investors in Excellence accreditation, alongside the North of England Excellence Leadership Award.”


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