Like the bus industry, the rail industry has traditionally been associated with ‘command and control’ management. Arguably the most radical step any train operator has taken in an attempt to create a new culture has been implemented at Merseyrail, the 75 mile conurbation train operation run by Serco with Abellio, where the Fast Lane project has moved beyond empowering staff to a philosophy of customer service standards and initiatives being staff-led. Effectively, staff now...
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