Transforming Operations for a UK Train Operating Company

THE CLIENT

A leading train operating company in the UK, committed to delivering top-notch services but facing operational challenges.

THE CHALLENGE

Our Enterprise Health Check assessment revealed inadequate process optimisation across operations. The root causes were a lack of process documentation and standardisation, insufficient training among employees, and an absence of continuous improvement initiatives.

ASSESSMENT

Lead Measures

Only 40% of processes documented and standardised
10 training hours on process standards
2 process improvement initiatives
5 training hours per employee, significant skills gaps, limited employee development plans
3 continuous improvement initiatives, low employee engagement in improvement
8 training hours on continuous improvement methods.

Lag Measures

High error rates of 15%
Waste levels at 20%
Employee productivity down by 10%
25% employee turnover rate
Drop in customer satisfaction scores by 18%.

SOLUTIONS

Standardisation & Documentatio

Introduced standard operating procedures across all key processes.

Training & Skill Development

Implemented a comprehensive training programme, focusing on process standards and continuous improvement methods.

Continuous Improvement Initiatives

Launched a company-wide initiative to foster a culture of continuous improvement, including regular workshops and employee engagement programmes.

RESULTS

Processes Standardised: Increased from 40% to 85%.
Training Hours: Enhanced from 10 to 50 hours on process standards, and from 8 to 30 hours on continuous improvement methods.
Error Rates: Reduced from 15% to 5%.
Waste Levels: Cut down from 20% to 8%.
Employee Turnover Rate: Decreased from 25% to 10%.
Customer Satisfaction Scores: Improved by 25%.

CONCLUSION

This case demonstrates how a targeted and data-driven approach can transform operations. By identifying specific challenges and implementing tailored solutions, we helped the client achieve substantial improvements in efficiency, employee engagement, and customer satisfaction. The train operating company is now on track to continued success, with robust processes and a culture of continuous improvement.

Note: The above values are estimated variables and are subject to change depending on the scope, volume, complexity, and unique circumstances of each client.