9-point
Increase in customer satisfaction (eCSI)
Terminal Transformation: Aligning Teams, Reducing Delays, Saving Labor: Driving On-Time Performance, Efficiency, and Cross-Functional Alignment
Industry: Transportation, Logistics and Services
Service: Manufacturing
Service: Operations Strategy and Transformation
Service: People and Organization
Our Client
A leading national passenger rail operator seeking to resolve chronic terminal delays, operational inefficiencies, and siloed functions at a major hub station.
The Challenge
The terminal faced persistent operational challenges affecting service and efficiency:
- Lowest on-time performance among major network stations.
- Increased labor investment was not translating into improved results.
- Siloed operations across mechanical, cleaning, dispatch, and station management.
- Lack of standardized workflows and real-time coordination.
- Low accountability and resistance to change among middle management.
Real Results Achieved Together
Through precision scheduling, cross-functional alignment, and operational discipline, EFESO enabled the terminal to achieve record performance, reduced labor costs, and improved customer satisfaction.
8-point
Improvement in long-distance service ratings
6-point
Improvement in state-supported service ratings
$7.3M
Labor hour savings (equivalent to 64 FTEs)
Transformation Impact
- Implemented a tailored Precision Scheduled Operations (PSO) model for passenger terminal activities.
- Unified cross-functional teams around shared performance goals.
- Embedded daily performance management routines and accountability systems.
- Standardized workflows across mechanical, cleaning, dispatch, and station management.
- Terminal performance transformed from worst- to best-performing hub in the network.
Our Approach
EFESO applied a structured, cross-functional methodology to diagnose, plan, and implement sustainable operational improvements:
Operational Diagnostic & Root Cause Analysis
- Conducted a 3-week study across yard, dispatch, mechanical, and station functions to identify bottlenecks and inefficiencies.
Terminal Operating Playbook
- Developed a comprehensive playbook collaboratively with transportation, engineering, mechanical, and station teams.
Precision Scheduled Operations
- Implemented PSO schedules to assign and execute each activity, car, and locomotive with precision.
Cross-Functional Alignment & Accountability
- Established daily performance management routines.
- Unified teams around shared KPIs and embedded accountability mechanisms.
- Encouraged cultural change to support continuous improvement.
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Facing Similar Challenges?
- On-time performance at key hubs.
- Efficiency and accountability.
- Scheduling, workflow standardization, and cross-functional alignment.
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