Transforming Terminal Operations Through Precision Scheduling and Cross-Functional Alignment
Client Context
A major national passenger rail operator faced persistent delays at a key hub terminal, with the lowest on-time performance in the network despite increased staffing. Leadership sought a structural and cultural shift in terminal operations to improve outcomes.
Key Challenges
- Terminal had the worst OTP among all major stations in the network
- Increased labor investment was not translating into improved operational outcomes
- Siloed operations across mechanical, cleaning, dispatch, and station management
- Lack of standardized servicing workflows and real-time coordination
- Middle management demonstrated low accountability and resistance to change
Approach & Key Success Factors
EFESO partnered with frontline managers and cross-departmental supervisors to design and implement a solution grounded in operational discipline and precision:
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Conducted a 3-week diagnostic across yard, dispatch, mechanical, and station functions to identify inefficiencies and root causes
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Developed a comprehensive Terminal Operating Playbook in collaboration with stakeholders across transportation, engineering, mechanical, and station teams
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Introduced a Precision Scheduled Railroading (PSR) model tailored to passenger operations—ensuring each activity, car, and locomotive was scheduled and executed with discipline
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Unified cross-functional teams around shared performance goals, eliminating legacy silos
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Embedded daily performance management routines and accountability systems
Results
9-point
Increase in customer satisfaction (eCSI)
6-point
Improvement in state-supported service ratings
8-point
Improvement in a long-distance service ratings
$7.3M
Labor hour savings (equivalent to 64 FTEs)
Transformed terminal performance from worst to best across national network