Fast lane Initiative

[Jon1]

Hiya,

wonder if anyone could help me and give me a more indepth description of what Merseyrail's Fast lane initiative is all about?

Thank you in advance

 

[First class]

Found this site:

http://uk.linkedin.com/pub/karl-clawley/26/b83/581

Mr Karl Clawley
Head of Stations Customer Experience
October 2009 – May 2011 (1 year 8 months)

Responsible for 67 train station located across Merseyside serving in excess of 30 million customers a year.
Responsible for a team in excess of 400 staff
Manage a 20 strong management team.
Create and develop a customer focused experience known as Fast Lane. This is a programme that ensures a consistent level of service is delivered It also introduced a Personality Presence and an Emotional Journey.
Develop strong communication channels across the network that ensures all staff has an awareness of relevant promotional activity etc.
Achieved a National Passenger Survey score of 93%, highest in the UK.
Liaise with other key stakeholders from Unions to Operational Depts.
Work closely in delivering targets to all stations.
Introducing a Station Ownership Programme to all staff.
Introducing Personal Development Plans for all station staff. This has identified key development areas to ensure the people have the correct tools to deliver a customer experience.
Introduced a Retail MtoGo Training Academy.
Highest employee survey scores achieved.
Decreased sickness levels to the lowest ever achieved.

Quite what an "emotional journey" is supposed to entail is anyone's guess, doesn't sound something I'd want anyway. This chappy only last 1 year 8 months so it can't have been a major success.

 

[NSEFAN]

It also introduced a Personality Presence and an Emotional Journey.

What is this I don't even

 

[Eagle]

Found this site:

Quite what an "emotional journey" is supposed to entail is anyone's guess, doesn't sound something I'd want anyway.

Something to do with The X Factor?

 

[First class]

Something to do with The X Factor?

I don't get it

 

[Gathursty]

"Decreased sickness levels to the lowest ever achieved."

Maybe he should join another profession with that claim to fame

 

[Jon1]

Thankyou for your replies! Very helpful LM.