Case studies

Creating a customer centric property division

Northern Rail

Northern rail is a successful train operating company with 472 stations and 11 million passenger journeys per year. A key component in running the railway is the development and maintenance of stations. At Northern the quality of stations has an impact on the customer service score carried out by the DfT and failure to achieve certain levels can result in the franchise being withdrawn. Whilst the existing station services team was providing a service that achieved the minimum requirements the leadership team at Northern felt that there was an opportunity to provide an excellent service to internal and external customers and stakeholders
Thoughtcrew worked with Northern’s vision to develop a new department called Estates Management. Processes were designed, a new organisation design was put in place and a new way of working developed. The latest feedback shows a marked improvement in the customer satisfaction.

Key elements
Strategy
Process Engineering
Business case development
Organisation design, job descriptions, union consultation
Recruitment through selection events

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