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Summary

I am a management engineer within the transportation industry working for 10 years in quality department with different titles such as service quality responsible, passenger services development chief and quality management chief.

My skills include ability to Establish and Implement Quality Management System, Strategic Planning and Performance Management System. Also my skills include ability to liaise with project teams to establish and coordinate work, prepare reports and presentations for top management.

My professional experience also includes acting as a leader or a flexible team member for all multidisciplinary works between different departments. Also it includes that given training to project team, coordinate functional departments.

I am fluent in English and native in Turkish and Kurdish.

Qualification Highlights

  • Total Quality Management
  • Service Quality in Public Transport
  • Transit Performance Management System
  • Customer Satisfaction
  • Quality Documentation
  • Strategic Planning and Management
  • KPIs
  • Balanced Scorecard
  • Process Analysis

Education

20082010

MSc Degree

Yildiz Technical University, Istanbul Turkey

Systems Engineering in Department of Industrial Engineering

Master Thesis: Measuring Service Quality in Public Transport Sector: Perceived Service Quality and Its Impact on Desired Service Quality.

Certifications

Jul 2010

ISO 9001:2008 Lead Auditor Certification

Certified by IRCA (International Register of Certificated Auditors)

Work Experience

May 2016Present

Quality and Strategy Manager

ISYON Istanbul Management and Renovation Inc
  • Developing long term objectives of the company and strategic guidelines
  • Developing and institutionalizing strategic planning process
  • Consolidating and reviewing long-term business plans of different business units
  • Facilitates cooperation and ensure overall strategic alignment between departments
  • Definition of performance management systems, KPIs, targets and measurements
  • Monitors overall performance of the business
  • Developing, implementing and monitoring ISO 9001 quality management system
  • Developing, implementing and monitoring ISO 14001 environmental management system
  • Developing, implementing and monitoring business process management system using ProcessMaker software
  • Monitoring quality documentation
Jun 2012May 2016

Strategic Planning & Service Development Chief

Istanbul Transportation Co., Istanbul

Istanbul Ulasim Company is an affiliate company of Istanbul Metropolitan Municipality operating the tramway, metro, light rail, funicular and aerial cable cars in Istanbul. Founded by the Istanbul Metropolitan Municipality for operating the urban railway network in the metropolitan area, the company currently operates 10 urban railway lines of 125 km network length with 134 stations. M1 line has started to operation from 1989 and the last one is M4 line with 16 stations has started to operation in 2012.

Responsibility:

  • Management of strategic planning process
  • SWOT and PEST analysis
  • Development and measurement of key performance indicators
  • Development and monitoring of mystery shopping surveys
  • Development and monitoring of customer expectations and satisfaction surveys
  • Development and management of Balanced Scorecard Performance Management System
  • Development of benchmarking system for KPI’s
  • Development and monitoring of operational performance and service quality processes
  • Development and management of complaint management (ISO 10002)
  • Site audits of frontline staff and metro/tram stations
  • Development and monitoring of EFQM (European Foundation of Quality Management) Excellence Model in metro services
  • Audible, visible and published travel information
  • Accessibility arrangements in metro/tram stations for disables
  • Quality documentation for service quality in metro/tram lines
  • Monitoring of total quality management and ISO 9001 certification
  • Lead auditor of the company for internal quality audits
  • Responsible for 12 staff (industrial engineers)

Mar 2007Jun 2012

Passenger Services Development Chief                                            

Istanbul Transportation Co., Istanbul
  • Responsible for developing, implementing and monitoring projects for operational performance and quality of services
  • Responsible for audible, visible and published travel information
  • Responsible for implementing EN 13816 Service Quality Standard in public transportation
  • Responsible for training of frontline staff on service quality
  • Development and monitoring of mystery shopping surveys
  • Site audits of frontline staff and metro/tram stations
  • Development and monitoring of customer expectations and satisfaction surveys
  • Development and management of complaint management
  • Quality documentation for service quality in metro/tram lines
  • Monitoring of total quality management and ISO 9001 certification
  • Lead auditor of the company for internal quality audits
  • Responsible for 5 staff


Aug 2008Sep 2010

UITP Turkey Office Manager (part-time)                         

International Association of Public Transport (UITP), Istanbul

UITP is a worldwide public transport association represents 1,300 member companies giving access to over 14,000 contacts from the fields of urban, local, regional and national mobility from more than 92 countries on all continents. While UITP’s main office has been located in Brussels, Belgium, it has 11 liaison and regional offices worldwide. One of the main liaison offices is located in Istanbul, Turkey. For more information please visit: http://www.uitp.org

  • Responsible for organizing conferences, seminars and training programs in Turkey
  • Responsible for organizing relations between UITP Turkish members and non-Turkish members


Dec 2005Mar 2007

Service Quality Responsible                                                                   

Istanbul Transportation Co., Istanbul
  • Development and monitoring of customer expectations and satisfaction surveys
  • Site audits of frontline staff and metro/tram stations


Aug 2004Dec 2005

Researcher

Istanbul Metropolitan Municipality, Istanbul
  • Member of investment program development team of Istanbul Metropolitan Municipality


Projects

Quality Documentation of M6 Metro Line

Date: 01/2015 - 06/2015

M6 line is 3,3 kms serving in 4 stations with 20 trains. The line was invested by the Central Goverment and is operated by Istanbul Ulasim. M6 line has started to passenger service April 2015. In 2015, the whole quality documentation was prepared by the quality documentation team leaded by me.

My responsibility in the project

  • Preparing Documentation (Manuels, Procedures, Instructions etc.)
  • Preparing Quality Management Plan,
  • Preparing Reports for Quality Management System
  • Managing of Quality Management System,
  • Review and monitor the appropriateness of the Quality Management System and recommend improvements
  • Performing Quality Assurance/Quality Control
  • Giving Trainings
  • Responsible for 5 employees

Event Organization for 6th UITP Turkey Conference

Date: 11/2014 - 03/2015

The focus of the project is to organize the 6th UITP Turkey Conference on “Planning, Design and Construction of Mass Transit”. UITP is the International Association of Public Transport. The event was organized in 26th March, 2015. I was the event manager and responsible to organize the market activities, to define the sponsorship packages, find sponsors, to determine and hire the event place and manage all other issues. The project was conducted between November 2014 and March 2015. I was the Project Manager of the Project Team.

My responsibility in the project

  • Project Management
  • Preparing the sponsorship packages
  • Marketing activities
  • Determine and hire event place
  • Determine the conference program with UITP
  • Reporting to Top Management
  • Responsible from 5 employees

Development of Corporate Performance Management System

Date: 01/2014 - 10/2014

The focus of the project is to develop performance management system for monitoring operational and strategic performance of Istanbul Ulasim Company. The project was conducted between January 2014 and October 2014. I was the Project Manager of the Project Team.

My responsibility in the project

  • Project Management
  • Analysis and integration of Norton & Kaplan Balanced Scorecard Methodology
  • Determine key performance indicators (KPIs) for customer, finance, internal processes and growth and innovation dimensions of Balanced Scorecard
  • Develop the data collection and calculation methods for KPIs
  • Define strategic KPIs and operational KPIs
  • Planning, Establishing, Developing of Performance Management System
  • Preparing Quality Documentation (Manuals, Procedures, Checklists, Instructions etc.)
  • Giving Trainings
  • Reporting to Top Management
  • Responsible from 10 employees

Quality Documentation of M3 Metro Line

Date: 01/2013 - 08/2013

M3 line is 11 kms serving in 15 stations with 80 trains. The line was invested by the Municipality and is operated by Istanbul Ulasim. M3 line has started to passenger service June 2013. In 2013, the whole quality documentation is prepared by the quality documentation team leaded by me.

My responsibility in the project

  • Preparing Documentation (Manuels, Procedures, Instructions etc.)
  • Preparing Quality Management Plan,
  • Preparing Reports for Quality Management System
  • Managing of Quality Management System,
  • Review and monitor the appropriateness of the Quality Management System and recommend improvements
  • Performing Quality Assurance/Quality Control
  • Giving Trainings
  • Responsible for 10 employees

Implementation of ISO 10002 Quality Management - Customer Satisfaction System

Date: 05/2012 - 01/2013

The name of the Standard is “Quality management – Customer satisfaction – Guidelines for complaints handling in organizations” and the main purpose of the standard is to design and implement an effective and efficient complaints-handling process.

The focus of the project is to implement ISO 10002 Quality Management - Customer Satisfaction System to Istanbul Ulasim Company. The project was conducted between May 2012 and January 2013 and Istanbul Ulasim has been certified by MEYER (One of accredited company for certification in Turkey) I was the Project Manager of the Project Team.

My responsibility in the project

  • Project Management
  • Preparing Quality Management Plan
  • Control of Quality Documentation (Manuals, Procedures, Checklists, Instructions etc.)
  • Planning, Establishing, Developing of Quality Management System
  • Performing Quality Assurance/Quality Control
  • Review and Monitor The Appropriateness of The Quality Management System and Recommend Improvements
  • Giving Trainings
  • Reporting to Top Management
  • Responsible from 10 employees

Quality Documentation of M4 Metro Line

Date: 01/2012 - 12/2012

M4 metro line is the first metro line in Anatolian side of Istanbul. The line is 22 kms serving in 16 stations with 144 trains. The line was invested by the Municipality and is operated by Istanbul Ulasim. M4 line has started to passenger service August 2012. In 2012, the whole quality documentation is prepared by the quality documentation team leaded by me.

My responsibility in the project

  • Preparing Documentation (Manuels, Procedures, Instructions etc.)
  • Preparing Quality Management Plan,
  • Preparing Reports for Quality Management System
  • Managing of Quality Management System,
  • Review and monitor the appropriateness of the Quality Management System and recommend improvements
  • Performing Quality Assurance/Quality Control
  • Giving Trainings
  • Responsible for 15 employees

Strategic Planning for the Years 2012-2016 for Istanbul Ulasim Company

Date: 12/2011 - 05/2012

The focus of the project is to generate strategies of Istanbul Ulasim Company for the years 2012-2016. The project was conducted between December 2011 and May 2012. I was the Project Secretary of the Project Team and after completion of the project my title and responsibility has been changed in the company.

My responsibility in the project

  • Project Secretary
  • Preparing PEST and SWOT analysis
  • Preparing Quality Documentation (Strategic Management Procedures, Manuals, Instructions, etc.)
  • Organizing Nominal Group Techniques Meetings
  • Giving Trainings About How To Generate Strategies and Strategic Plans
  • Responsible from 100 employees

Implementation of EN 13816 Service Quality Standard to Istanbul Metro

Date: 01/2007 - 01/2009

EN 13816 Standard is an European standard approved by CEN (European Committee for Standardization)  on 30 December 2001. The name of the Standard is “Transportation – Logistics and services – Public passenger transport – Service quality definition, targeting and measurement” and the main purpose of the standard is to promote a quality approach to public transport operations and focus interest on customers’ needs and expectations.

 The focus of the project is to implement EN 13816 Service Quality Standard to Istanbul Metro (M2 line). The project was conducted between January 2007 and January 2009 and M2 line has been certified by AFNOR (French Certification Institute). I was the Project Manager of the Project Team.

 My responsibility in the project

  • Project Management
  • Preparing Quality Management Plan
  • Establishing Service Quality Criteria, Service Standards and Targets
  • Establishing The Performance Management System of Quality Criteria
  • Control of Quality Documentation (Manuals, Procedures, Checklists, Instructions etc.)
  • Planning, Establishing, Developing of Quality Management System
  • Performing Quality Assurance/Quality Control
  • Review and Monitor The Appropriateness of The Quality Management System and Recommend Improvements
  • Determining The Training Requirements of Frontline Staff
  • Training of Frontline Staff
  • Reporting to Top Management
  • Responsible from 150 employees

Implementation of Mystery Shopping Surveys

Date: 01/2007 - Cont.

Mystery shopping is a tool used externally by market research companies, to monitor organizations, or internally by companies themselves to measure quality of service, or compliance with regulation or service standards, or to gather specific information about products and services.

 The focus of the project is to implement mystery shopping surveys to monitor the service quality of metro/tram lines operated by Istanbul Ulasim Company. The project was started January 2007 and continue so far. I am the Project Manager of the Project Team.

 My responsibility in the project

  • Project Management
  • Preparing Mystery Shoppers Quality Manuals
  • Control of Quality Documentation (Manuals, Procedures, Checklists, Instructions etc.)
  • Control of Mystery Shoppers Audits and Reports
  • Training of Mystery Shoppers
  • Reporting to Top Management
  • Responsible from 25 employees

Implementation of ISO 14001 Environmental Management System

Date: 01/2006 - 12/2006

It was provided to assign ISO 14001 Environmental Management Certificate by organizing the company according to ISO 14001 quality standards with this project. I was the member of the project team.

 My responsibility in the project

  • Preparing Documentation (Manuels, Procedures, Instructions etc.)
  • Preparing Quality Management Plan,
  • Planning and performing Internal & External Audit
  • Review and monitor the appropriateness of the Quality Management System and recommend improvements
  • Performing Quality Assurance/Quality Control
  • Reporting for Quality Management
  • Conducting Internal & External Audits
  • Giving Trainings

Implementation of OHSAS 18001 Health and Safety Management System

Date: 01/2006 - 12/2006

It was provided to assign OHSAS 18001 Health and Safety Management Certificate by organizing the company according to OHSAS 18001 quality standards with this project. I was the member of the project team.

 My responsibility in the project

  • Preparing Documentation (Manuels, Procedures, Instructions etc.)
  • Preparing Quality Management Plan,
  • Planning and performing Internal & External Audit
  • Review and monitor the appropriateness of the Quality Management System and recommend improvements
  • Performing Quality Assurance/Quality Control
  • Reporting for Quality Management
  • Conducting Internal & External Audits
  • Giving Trainings

Establishment of Metro/Tram Services Call Center

Date: 01/2006 - 01/2007 

The focus of the project is to establish call center for metro and tram services. The project was conducted between June 2006 and January 2007. I was the Project Manager of the Project Team.

 My responsibility in the project

  • Project Management
  • Preparing Call Center Management Plan
  • Purchase of call center hardware and software
  • Define and develop call center demand and complaint reporting tree
  • Develop call center reporting framework
  • Training of call center staff
  • Reporting to Top Management
  • Responsible from 10 employees

Trainings

  • DMAIC and RADAR Relationship and Continuous Improvement, 2015.
  • PMI Project Management and Ms. Project 2013 Software, 2015.
  • Business and Systems Analysis, 2013.
  • Programming With Excel Macro, 2013.
  • EFQM Excellence Model, 2012.
  • International Management, 2012.
  • How Our Body Speaks?, 2012.
  • Occupational Health and Safety, 2011.
  • Strategic Human Resources Management, 2011.
  • Advanced Research Techniques, 2011.
  • Corporate Governance, 2011.
  • ISO 9001 Quality Management System Lead Auditor Certificate, 2010.
  • Preparing Effective Reports, 2010.
  • Strategic Management, 2010.
  • SWOT Analysis As A Diagnosis Tool For Managers, 2010.
  • Sharepoint End User, Infopath and Sharepoint Designer, 2010.
  • .Net Applications With C# and ASP.NET, 2010.
  • Self-Motivation, 2009. 
  • Communication within Family, 2009.
  • Training of Trainers, 2008.
  • Assessment and Evaluation in Training and Training Management, 2008.
  • IS0 9001:2000 Documentation Course, 2007.
  • Public Relations and Publicity Certificate, 2007.
  • Quality Management and Metro Service Quality, Brussels, by STIB Public Transport, 2007.
  • On Way to Excellence, 2007.
  • Public Transport Fundamentals, 2007.
  • Urban Transit Systems: Operations, Planning and Policies, Istanbul, Prof.Dr. Vukan R. Vuchic, 2006.
  • ISO 9001 Quality Documentation System, 2006.
  • Total Quality Management, 2005.

 Given Trainings:

  • Service Quality and EN 13818 Standard.
  • ISO 10002 Quality Management  - Customer Satisfaction System.
  • ISO 9001 Quality Management System.
  • Strategic Planning.
  • Service Quality in Metro Operations.
  • How to Manage Complaints?
  • Research Methods For The Social Sciences.
  • How to Use SPSS Statistical Software?

Computer Skills

  • Office Tools:

        Ms Word, Ms Excel, Ms Project, Ms Visio, Ms Access, Ms Power Point, InfoPath Designer

  • Operation Systems:

        WIN8, WIN7, WINXP, Ubuntu Linux, MacOS

  • Professional Tools:

       SPPS Statistical Software, Ms Excel Macro, Ms SharePoint, Ms PerformancePoint

Publications

  • Hemedoglu, E., Koçak, M., Özkan, A. & Berberoğlugil, B.,M. (2012). Impact of Psychological Empowerment on Nonfinancial Performance. Eskişehir Osmangazi University Journal of Social Sciences, Vol.13(2):pp.87-105
  • Evliyaoğlu, F. & Hemedoglu, E. (2012). The Impact of Total Quality Management Practices on Non-Financial Performance Perceptions. Journal of Business Research-Turk, Vol. 4(3): pp.127-147.
  • Hemedoglu, E. (2012). Measuring Service Quality in Metro Services: A Comparison of Perceived and Desired Service Quality. Istanbul University Journal of Management Vol. 72: pp.25-47.
  • Hemedoglu, E. & Evliyaoğlu, F. (2012). An Analysis of Effects of Transformational Leadership Perceptions of Employees on Organizational Commitment. Journal of Business Research-Turk, Vol. 4(1): pp.58-77.
  • Hemedoglu, E., Evliyaoglu, F. & Arslantas, C.C. (2012). Stakeholder Relationships of ISE 50 Firms in Terms of Corporate Governance: A Corporate Perspective of Stakeholder Theory. Istanbul University Journal of Management, Vol. 71: pp.83-99.
  • Hemedoglu, E. (2010). “Measuring Service Quality in Public Transport Sector: Perceived Service Quality and Its Impact on Desired Service Quality”, Unpublished Master Thesis.
  • Hemedoglu, E., Durman, İ. & Kurt, T. (2008). Mystery Shopping Survey As A Performance Assessment Tool in Public Transport Sector. Technical, Educational and Cultural Magazine of Urban Rail Systems, Vol. 9: pp.2-11.

Conference Speeches

  • Mystery Shopping Survey As A Performance Assessment Tool in Public Transport Sector: Example of Istanbul Transportation Company, Speaker, UITP Regional Conference on Developing Service Quality in Urban and Regional Bus Services, Adana, Turkey, 10/2008.
  • Measuring Customer Satisfaction and Service Quality: Implementation of EN 13816 Service Quality Standard in Istanbul Metro, Speaker, UITP Workshop on Fare Collection, IT and Service Quality Management, Izmir, Turkey, 10/2007.

Languages

 

Reading

Writing

Speaking

English:

Fluent

Fluent

Fluent

Turkish:

Native

Native

Native






Professional Memberships

2014: Member of Chamber of Mechanical Engineers, Turkey.

2012: Founding Member of Association of Turkish Rail System Operators (TURSID), Turkey.

2007: Member of International Association of Public Transport (UITP), Belgium.

Technical Visits

  • 18th Annual Meeting of Nova Metro Group and Barcelona Metro Visit, April 2015, Barcelona, Spain.
  • UITP Light Rail Committee Meeting, April 2014, Oradea, Romaine.
  • Opening Ceremony of Casablanca Tram, December 2012, Casablanca, Morocco.
  • UITP Tram Technical Visit, October 2010, Madrid, Barcelona, Bilbao, Valencia, Zaragoza, Vitoria, Spain.
  • Paris Metro Visit, October 2008, Paris, France.
  • UITP World Congress and Helsinki Metro Visit, May 2007, Helsinki, Finland.
  • London Metro Visit, February 2007, London, UK.
  • Service Quality in Metro Lines Training and Brussels Metro Visit, February 2007,  Brussels, Belgium.
  • Prague Metro Visit, January 2007, Czech Republic.