Context
Our client has a mission to get better – for its travelers and for its employees – pushed by higher service demands, by competition from alternative modes of transportation, by its aging workforce and by European market regulations. Top priorities are improvements in punctuality and safety, through greater effectiveness and efficiency of operational processes.
Our Mission
To contribute to these objectives, the management of Operations launched an initiative to develop operational excellence in their rail bundles and to improve collaboration between the various parties involved, aiming at more timely departures and less safety incidents. CSI was selected to set up the program and to lead the first pilots.
Results
25-30% reduction in delays at the respective pilot sites within the first year
Approach
- The program stretched across multiple sites and departments. As many processes required close cooperation between several stakeholders, frequent communication at various levels was key. Critical elements of CSI’s role were the development and management of the program and of the interaction between all the different functions.
- In close collaboration with the client, CSI tailored the approach for this specific project. This approach included:
- Diagnostic
- Transformation plan
- 2 pilot implementations
- Preparation for roll-outs to all other sites
- Training and intensive coaching of client team members to develop autonomy
Main challenges
- Overcoming the silo- and “not-my-problem” thinking throughout the organisation
- Convincing people at the lower levels of the “what’s in it for me” to get buy-in for changes in a non-change minded environment
- Communication, communication, communication, and removing roadblocks when needed with the help of client leadership
