Approach – details

Experts from many different departments were involved to make sure all angles got covered. A client team was set up to work side-by-side with CSI to learn and provide further operational expertise. After a short preparation phase this joint team took charge of the program execution, including:

• Diagnostic
  • A 4-week analysis including data analyses, on-the-ground process observations and numerous interviews with all parties involved. Result: a comprehensive set of opportunities for improvement along the dimensions of customer service, operational processes, management systems, and people’s skills and behaviours.
• Transformation plan
  • Development of pilot implementation plans based on our client’s priorities
  • Tailoring CSI’s Lean operations approach for the specific improvement initiatives
• 2 pilot implementations
  • 23 highly interdependent change initiatives for the most critical rail bundles
  • Targetting better performance in various aspects, like:
    • Collaboration: e.g. with Fleet Management, Maintenance, Traffic Management and with other rail bundles
    • Processes: e.g. first departures, management of breakdowns,
    • Quality management
    • Personnel- and material planning & scheduling
    • Multiskilling of operators for more flexibility
    • Performance management
  • Providing mechanisms for people to raise their concerns and suggestions, initiating a culture of continuous improvement
• Preparation for roll-outs to all other sites
• Training and intensive coaching of client team members to develop autonomy