B:SM
Helping to take care of the future of Barcelona
Challenge
Barcelona is one of the world’s greatest cities.
But with just under 2 million people living in the city, and more than four times as many tourists visiting each year, how can one of Europe’s most dynamic capitals manage its ambitious programme of digital and sustainable transformation, as well as working for residents, visitors and businesses alike?
“The EFQM Model has really helped us to transform and improve Barcelona. I would love for other cities and other companies to use the model and achieve some of the positive results we’ve seen.”
Marta Labata Salvador – Directora General en Barcelona de Serveis Municipals, SA
Solution
Barcelona de Serveis Municipals (B:SM) runs everything from Barcelona’s car-charging points and public parks, through to the Olympic stadium and zoo.
“I always say that The EFQM Model is like putting on a pair of good glasses for the first time,” says Marta Labata Salvador, CEO of B:SM.
“Before you put them on you don’t quite realise how much better things could be. And after you put them on, you never want to take them off again.”
“Using The EFQM Model has really helped us open our eyes to be able to learn and analyse the needs and expectations for everyone in the city. And to help deliver them.”
“I would say that we used to be a very process-focused organisation. But now we are a customer-focused organisation.”
“And the model has helped us to deliver this subtle but very important shift.”
100% owned by the city, B:SM’s vision is to set global standards for how private companies can support the public sector. It employs 1800 people and turns over €165m a year to continually improve the city for residents and tourists alike.