Back to Case Studies Achieved measurable gains in back-office team efficiency through activity tracking, coaching and performance dashboards.
Creating a Culture of Excellence
The consultants at Summit Trails partnered with a rail provider to implement a performance management system, achieving cost savings, and significant productivity gains. The result? A culture of collaboration, measurable results, and lasting efficiency gains.
0% Reduced Unit Costs
Achieved measurable gains in back-office team efficiency through activity tracking, coaching and performance dashboards.
0:1 ROI
The project paid for itself in less than six months with an annualized return on investment exceeding 3:1.
$0M Savings
Streamlined processes and reduced operational waste, leading to substantial recurring savings for the client.
About CSX
CSX is a leading rail transportation company providing freight solutions across the eastern United States. Known for its extensive network and commitment to efficiency, CSX connects businesses and communities with reliable logistics services. The company continuously seeks innovative solutions to enhance operations and deliver exceptional value to its customers.
Industry
Rail Transportation and Logistics
Location
United States
Size
20,000 Employees
Background
Challenges in Back-Office Efficiency
For more than 100 years CSX has been a recognized leader in freight rail transportation. The executives who oversee the operation and financial well-being of the company were driven by a responsibility to build upon a rich history of innovation, service and fiscal responsibility, while sustaining the progress of lean thinking. In this context, the Controller and Vice President retained the consultants at Summit Trails, acknowledging that far too many departments across the company lacked the tools and visibility needed to effectively manage cost, quality and service.
Project Details
Implementing Performance Management Solutions
Working collaboratively with four departments within Finance, the consultants at Summit Trails led the company through a Lean Six-Sigma project focused on the implementation of an activity-based PM system. The project began on the floor – with side-by-side observations and management interviews. The observation effort was led by our consultants with a contribution from SMEs within each department. This phase spanned 14 weeks, produced 8,000+ observations and yielded a comprehensive definition of business processes, work activities and task time standards.
By participating in this process CSX leaders developed a strong sense of ownership for the foundation of the evolving performance management system. This participation also equipped leaders with the knowledge and confidence to support the change management efforts ahead of us. Detailed resource models were developed showing staffing requirements on a per activity basis across all four departments and by the 19th week of the project a web-based PM system was fully installed with data integrations from 18 source systems, providing leaders with daily individual performance reports. The last phase of the engagement focused on institutionalizing the PM system and newly introduced management disciplines, driving performance improvements and ensuring the sustainability of the system.
This was the first first project our team completed with CSX, and this led to a partnership over the next four years where the consultants at Summit Trails completed nine more projects ranging from contact center to back office support to field and maintenance support. Each subsequent project followed the blueprint of using activity based management techniques to define and optimize the space, followed by the implementation of sophisticated performance management software solution, followed by implementation support and supervisor coaching to drive better results in cost, quality and service. All projects delivered over the four-year period achieved an ROI of 3:1 or greater, as signed off by the controller.
The Summit Trails Difference
Empowering Teams, Elevating Performance
The consultants at Summit Trails bring an unparalleled depth of experience, averaging over 20 years in performance management and operational excellence. Our solutions are built on a foundation of proven activity-based management principles, seamlessly enhanced with cutting-edge AI technology to deliver real, measurable results. We specialize in weaving a golden thread of connection between the C-Suite and frontline teams (the employees we like to call the A-Team!), ensuring alignment, engagement, and shared purpose at every level of the organization.
Our platform isn’t just about metrics—it’s about empowering employees through personalized coaching and development, fostering a culture of growth and collaboration. By integrating innovative tools with strategic insights, we enable organizations to unlock their potential, improve decision-making, and achieve lasting operational success. With Summit Trails, you gain more than a solution—you gain a partner dedicated to helping your business and its people thrive.
