TTC applies best practices, shares info with other global leaders4/4/14 6:00 AM
All successful companies seek out best practices from around the world, as well as from other industries. Being open to new ideas is an enabler to continuous improvement.
Transit is no different. The TTC actively participates in a number of national and international forums, each designed to share knowledge and to promote excellence in the provision of customer service.
One such forum is the Nova Group of metros (subway systems) of which I am currently the Chair. Nova is made up of 16 metros from around the world, each of which shares operational and performance data, enabling learning from others’ experiences in an effort to identify areas where each can improve. The TTC is also a member of the American Public Transportation Association.
Closer to home, the TTC is a major player in the Canadian Urban Transit Association, a body that represents transit properties across the country and that helps members lobby stakeholders to fund and prioritize public transit.
It’s also invaluable to learn from other industries. With that in mind, the TTC has recently broadened its reach when recruiting to key management positions. Of the six Group Station Managers recruited just over a year ago, four came from non-transit backgrounds, reflecting the value that we now put on fresh thinking.
The Group Station Manager role is a good example of a concept imported from elsewhere. In fact, it’s based on the job that I held in the London Underground in the mid-1990s.
The TTC also has much to share with other organizations and has a deep well of internal talent. But a key tenet of our modernization program is to be more receptive to new ideas and to introduce and adopt both innovative and proven ways of delivering our service.
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