Editorial Archive

A customer-first approach starts at the top

10/26/12 6:00 AM

This spring, I implemented a re-organization of the TTC’s management structure that, at its heart, puts the customer at the centre of everything we do. Four new business groups were created and built around a continuous improvement cycle designed to meet or exceed customer expectations.

The Strategy and Customer Experience Group’s mandate is to start and end this cycle. It specifies the service level and quality to be delivered based on customer needs, then evaluates business results and customers’ feedback so we can understand and rectify where we may have fallen short.

In order to excel, you need good people. So we need to continue to build highly capable management, supervisory and front-line teams. In looking afresh at our recruitment and people profiles, and the training needs of our staff, we will source, train, motivate and retain talented individuals with the right attitudes at all levels.

I am convinced that the way we manage staff influences the way they come across to customers, which in turn colours the perceptions of media and stakeholders. For this reason, I want the TTC management culture and style to be one that gets the best out of staff, challenging them to succeed while supporting and encouraging them in what can be a difficult environment. 

Fortunately, we already have many fantastic managers and front-line staff at the TTC. With clear direction and the right structure in place, I am confident we can make you feel more valued as customers.

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