The 2017 UIC Performance Conference, Alsager, Cheshire

 
Having visited Melbourne in 2012, Sydney in 2013 and Brisbane in 2014, the 2017 conference took place in Alsager on 27-28 November 2017.


Keynote Speaker - David Simpson, Caledonian Sleeper


David and Lucy
    David imparted some words of wisdom surrounding methods that he has used to identify causes of poor performance and what action was carried out to remedy these. Some of the key messages were to 'keep it simple' and allow others who are better placed within an organisation to take ownership of their own issues and manage them accordingly.

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Maureen Dominey, MTR Crossrail


Jon and Maureen
    Maureen shared her experience of increasing the driver complement from 70 to more than 250 and introducing a new fleet of trains to tight timescales. As well as looking to future operations, Maureen and team have been busy improving reliability and punctuality.

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David Sidebottom, Transport Focus

David reinforced the overriding importance of reliability and punctuality on customer satisfaction, providing wide-ranging evidence from across the different modes. David also described dealing with delays as the Achilles heel of the industry and a key driver of dissatisfaction.

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Mike Davidge, NHS Elect


David, Mike and Lucy
    We always aim to have a non-transport industry speaker to share lessons in the use of data for improvement from elsewhere. Mike demonstrated how effective analysis could result in overall improvement and gave the group four key areas to focus their attention on back in the workplace.

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Michael Cook, Thirteen

Our second non-transport industry speaker, Michael, gave an entertaining look at how SPC had been used within an Empty Homes project and shared how he has been able to improve the quality of data being collected by the organisation and some of the pitfalls he encountered along the way.

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Jill Hannah, On Time Train Performance


Jill and Michael
    Jill's focus was to provide some advice on how train operators can prepare themselves for the new metrics being introduced across the industry in the near future. She had examples of where she was able to pinpoint areas on a line of route using GPS data, highlighting hotspots for 'sub-threshold' (and therefore unattributed to a cause) delay.

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Keith Palmer, Greater Anglia


Sarah, Lawrence, Keith and Julian
    Keith discussed the importance of balancing the needs of the customer with the need to meet contractual obligations. He also shared his thinking about when to introduce new trains - put simply, they need to work properly first otherwise they'll mess up the service.

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James Carney and Mandy Davies, Blackpool Transport


Lucy, Mandy and James
    James and Mandy spoke to the group about how engaging with their customers, with specific attention given to the younger generation, had led to them getting a better understanding of the customer experience and in turn acting upon what they had been told.

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Richard Capper, the UIC


Richard (left) and the Q&A panel
    Richard was able to combine his love of Pareto Charts, Run Charts and Histograms with his other passion - taking photos of buses, trams and trains in the UK, Europe and beyond. The underlying theme was that performance is the key driver of customer satisfaction and that improvement can take place by using the right tools and techniques.

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