Flytoget, Oslo’s Airport Express Train, is renowned for its commitment to providing fast, reliable, and customer-focused transport services. Since its modern inception in 1998, Flytoget has been a trailblazer, striving for excellence through clear goals and sky-high ambitions. With an impressive punctuality rate of 97% and customer satisfaction of 97.4% in 2014, Flytoget has earned the trust of millions of travelers annually. However, the company continually seeks improvement to maintain its leading position and deliver exceptional service.
In 2007, Flytoget faced two critical challenges:
An internal Employee Satisfaction Survey revealed significant challenges in teamwork and collaboration, particularly involving the IT department’s interactions with other areas of the company. These issues risked undermining operational efficiency and employee morale.
Both metrics lagged behind other countries in Northern Europe, undermining operational effectiveness and team morale.Despite a history of strong performance, Flytoget received critically low scores in Customer Satisfaction Surveys, threatening its reputation and position in a highly competitive industry.
Flytoget required a targeted intervention to address these challenges, enhance internal collaboration, and restore its customer satisfaction ratings.
Flytoget engaged Improve to design and deliver a customized training program specifically tailored for the IT department, with a broader focus on fostering collaboration across the organization. A Steering Group was established to set clear goals and ensure alignment with Flytoget’s mission.
Conducted a comprehensive analysis to identify strengths, weaknesses, KPIs, goals, and actionable steps.
Created practical, tailored training modules to address identified needs.
Delivered hands-on training sessions to build commitment to the defined actions.
Measured progress, communicated results, motivated participants, provided feedback, and integrated strategies into actionable workflows.
Monitored progress, adjusted goals and actions as needed, and executed refined strategies to ensure continuous improvement.
Over the course of the three-year partnership, the training program delivered transformative outcomes:
After the first year, Flytoget’s employee satisfaction index improved dramatically, with visible impacts on internal cooperation, motivation, and collaboration across departments.
Flytoget climbed from 8th place to #1 in the largest Customer Satisfaction Survey spanning 180 industries, reflecting a significant enhancement in service quality and customer experience.
The program’s success inspired continued collaboration with Improve for an additional two years, embedding a culture of teamwork and customer-centricity within Flytoget.
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BMW
During my time as Aftersales Director at BMW Norway, I worked closely with Ronny. He’s a professional trainer, adept at adapting to individual needs, connecting with all levels, and inspiring with exceptional motivation.
Completed two top leadership development programs with different leaders. Excellent 3-year process included 21 days focusing on leadership roles, self-leadership, vision, goals, strategies, values, and strategic/operational leadership.
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