Evaluating and Developing Leadership Capability for Operational Excellence

Client Context

A major urban transit agency sought to evaluate its leadership bench strength across bus operations, maintenance, dispatch, and paratransit. Leadership wanted to identify capability gaps and determine who could effectively lead future operational improvements

Key Challenges

• Lack of clarity on current leadership strengths and potential across operational departments (Bus Operations, Maintenance, Dispatch, Paratransit)

• Uncertainty about whether mid-level and senior leaders had the necessary skills to lead transformation efforts

• Absence of structured development plans or leadership succession planning

• Disconnected or inconsistent roles, responsibilities, and job expectations across leadership levels

Approach & Key Success Factors

EFESO conducted a structured 9-box leadership assessment for all levels of cascading leadership, from Directors to front-line supervisors, grounded in principles of Operational Excellence:

• Conducted a comprehensive review of job descriptions, organizational structure, and reporting alignments

• Facilitated group interviews with Directors, General Superintendents, and Superintendents using Shingo-based criteria and “Voice of the Leaders” insights

• Performed job task analysis and direct field observations to validate leadership responsibilities and behavior

• Led facilitated 9-box ranking sessions with leadership to assess each direct report’s performance and potential

• Created tailored individual development plans based on assessment outcomes to guide leadership growth and succession planning​

Results

12%

Stretch

16% 

Develop / Stretch

48%

Develop

0%

Participant

24%

Challenge

Structure evaluation provided the agency with a clear roadmap for developing its leadership bench and aligning talent with future operational needs

​

​