LITTLE THINGS MATTER
ENGAGING AND INSPIRING COLLEAGUES TO IMPROVE PERFORMANCE
Organisations often talk about performance, but for Arriva Rail London it’s second only to safety in importance. Why? Because the number one priority for passengers is getting where they want to go on time, every time. While people can of course be affected by broken-down trains or people walking on the track, little things can make a big difference – from the quality of announcements to the reports made by drivers. We had to find a way to make sure everyone understood how they could make a difference to performance in their day-to-day work.
This is a behavioural change programme, starting with a change narrative, engaging managers and colleagues, and showing that little things really do matter.
PERFORMANCE. LITTLE THINGS MATTER.
From the outset we are clear that we are focusing on performance, and clear about the small things that people can do to make a difference. To stand out from the normal brand communications, we stepped away from people photography to focus on more customer scenarios which would be difficult to photograph. We produced colleague and manager communications, everything from station posters and colleague brochures to emails, video and leadership messages.
We are at the start of our journey, but there are clear KPIs for the communication. This focuses on improving performance on the network, and thereby improving customer satisfaction.