MTR Tunnelbanans kvalitetsresa i Sverige började för drygt 10 år sedan. Det var då som det Hongkong-baserade företaget fick uppdraget av Storstockholms lokaltrafik (SL) att rulla tunnelbanetrafiken. Med ett resultat i medarbetarundersökningen på långt under 50 (av index 100) i bagaget kavlade bolaget upp ärmarna och satte igång ett kvalitetsarbete. Siktet var inställt på att skapa en förbättringskultur med fokus på medarbetarnas engagemang, ständiga förbättringar och ledarskap. Kort sagt en kulturresa som har fortsatt sedan dess.
Så fick MTR kulturen på banan
Kvalitetskultur Med tydliga koncept och en rejäl verktygslåda lyckas MTR Tunnelbanan skapa högt engagemang och en fungerande kvalitetskultur. Här är MTR 6 tips för att stötta förbättringskulturen.

Engagemang är nyckeln till kvalitetskulturen på MTR Tunnelbanan. Foto Johan Olsson.
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MTR Tunnelbanan har kontoret på åttonde våningen i den så kallade DN Skrapan i Stockholm. Här sitter programchef Fredrik Sandberg som jobbar med olika utvecklingsprojekt och är den som har kvalitetsfrågorna på sitt bord. Kaffemaskinen bjuder, förutom kaffe, på MRT:s värdegrundsord. På den digitala skärmen som visar kaffemenyn blinkar budskapen Utmärkt service, Ständig utveckling, Mätbara resultat och Ömsesidig respekt om vartannat.
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