The TheTA is committed to providing reliable services to its clients / service recipients, ensuring their complete satisfaction through an organizational and operational environment focused on the continuous improvement of the efficiency and effectiveness of its Quality Management System. The Organization treats all its clients equally, operating on the principle that all, without exception, have high-quality expectations that must be met. 

Within the framework of its Quality Policy, TheTA’s Management establishes specific core quality objectives, which may be periodically revised, aiming at the following: 

• Improve the quality of the services offered to clients/service recipients.
• Increase the speed of customer service.
• Minimize issues encountered in interactions with citizens.
• Decrease customer complaints and improve of customer satisfaction.
• Ensure that the Organization’s processes operate effectively.

In implementing its Quality Policy, the Organization adheres to the following principles: 

• Every employee is responsible for the quality of their work. 
• All employees are fully informed about the Organization’s Quality Management System and ensure its implementation, under the supervision and guidance of Management and the designated Quality Management Representative.
• The Organization provides all necessary resources (equipment, materials, training) to achieve quality objectives. 
• All actions that may affect quality are planned and executed in accordance with the established Procedures, which are developed based on the process-oriented approach of the overall Quality Management System. 
• All review data are analyzed and used within the framework of a continuous effort to improve the Quality Management System. 
• The Organization appoints a Quality Management Representative, who reports to Management and has the authority and organizational independence to ensure that the Organization’s Quality Management System operates and is maintained in compliance with the ISO 9001:2015 standard and any other standards set by the State. 

For the Thessaloniki Transport Authority (TheTA)

I. Toskas

CEO of THETA S.A.