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Strategic and departmental objectives for 2018

In order to achieve its goal, Metro Madrid has a medium and long–term strategy, which is structured around the following three Strategic Pillars:

objectives for 2018    ♦ Public service: a fundamental concept at Metro Madrid as a public transport company that is the backbone of mobility in the region and revolves not only around ongoing improvement in the provision of service to its users but also technological and organizational innovation. 

   ♦ Efficiency: efficiency entails the obligation of the public company to offer a quality service at a reasonable cost. Efficiency pursues the necessary economic sustainability of the company as well as sustainability in environmental and social terms. 

   ♦ User experience: besides assuring the mobility of the citizens, Metro Madrid should assure its users of a satisfactory travelling experience and project a positive image to society in general.

These three pillars form the basis for three strategic objectives by way of which our company's strategy is implemented. Accordingly, the objective relating to “public service” sets out to absorb the increases in demand through foreseeing that this demand will go on rising in line with what happened in financial year 2017. On the other hand, the “efficiency” goal aims at improving the company’s economic value, which has undergone a financial imbalance over the last few years as a result of the crisis. Lastly, to support the “user experience” strategic pillar, attention will be focused on upgrading this experience by enhancing the service quality and the impression of this created in our users.

We have defined six Indicators in which specific effort is made to achieve the three Objectives. Fulfilment of output and operational availability will be the two indicators involved in the attainment of the strategic objective of absorption of the increase in demand. Furthermore, improving the economic results of the current financial year and renewing and/or improving the company’s assets through compliance with the investment plan will bring balance to the strategic pillar of efficiency. The last two indicators focused on user experience are the achievement of the level of perceived quality and compliance with the service quality indicators laid down in UNE-13816.

Last of all, objectives are also set on a departmental basis with a view to implementing the strategy and reflecting the specific contribution of the different organizational spheres to achieving common goals. A good number of these departmental objectives are of a transversal nature and are shared by various divisions.
Strategic objectives 2017
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