New Human Resources Tools Equip Employees

A new operating plan, innovative service options, better data systems and more interline partnerships all were put in place in 2002. What made them work was the commitment of Norfolk Southern employees systemwide to create extra value for customers.

Customer teams, including employees who operate trains, as well as sales and marketing employees, improved customer communications and provided personal service. NS office employees who routinely handle customer inquiries by phone made more than 3,000 on-site customer visits to address service needs firsthand.

To better equip employees to serve customers and to help the company meet increasing business demands, NS implemented significant work force initiatives in 2002. The initiatives collectively are named Forging Our Future Together. Following are highlights.

Creating a more inclusive workplace to make the best use of everyone's talents and foster a climate of fairness, mutual respect and professionalism is the goal of NS’ diversity program.

Through CareerTrack, an Internet-based career management tool, employees can create an online resume and indicate their preferences for possible next career steps.

About 100 mentoring pairs were formed in 2002 to help new managers acclimate to the company’s culture.

NS expanded its educational assistance program and made business training available online.

An Internet-based Employee Resource Center speeds employee access to information about training, benefits and related subjects.

“Face-to-face customer contact is really important. As we go into the customers’ plants, they talk with us about their service needs. Being able to relate to them on a one-on-one basis is important to our knowing what they need and providing that for them. To me, that’s extra value – serving customers with what they need at the time they need it, whether it be a special car or a special time for a switch. They are really happy if we can serve them on their time basis, and keeping customers happy is the number one thing.” — Andrea Crump conductor Birmingham, Ala.

“Customer service filters down the line to everybody. We in the track department provide the support. Our work to maintain a sound roadway helps keep train schedules on-time. Track that is well maintained helps assure a smooth, damage-free ride for customers’ freight.” — Bob Davis backhoe operator Conway Yard, Pittsburgh

“The only thing we have to offer is a service. There must be value in that service to sell it and increase market share. Value includes competitive pricing, reliability, dependability, communications and improved efficiency of operation to reduce costs. I provide value-added service to my customers by focusing on their needs first. I take personal interest in making sure my customers are educated about rail, successful in our partnerships and satisfied with our service.” — Ron Taylor director marketing and sales East Carolina Business Unit Raleigh, N.C.

“To remain the most successful transportation company in the industry, we must be committed to every customer. Each individual customer makes us the success we are today. Without them and the confidence they hold in our product, we would be just another railroad.” — Maureen Severini intermodal division manager Croxton Yard, Jersey City, N.J.

“People want to have a positive story to tell. When a company goes the extra mile and impresses them, they feel that they have made a good decision to select that service provider. Right away, they will tell someone else about what a good decision they made. We want to give our customers a reason to brag about Norfolk Southern.” — Woodfin Cobbs logistics manager vehicles Northville, Mich.	“A well-maintained, serviceable locomotive helps provide customer value in the form of consistent, on-time deliveries. It shows we care about our customers and want to give them the highest-quality service.” — Ava Ray clerk Roanoke Locomotive Shop

“I can pick up the phone and talk to the Norfolk Southern marketing people on a first-name basis. They know what we do and where we go. When you already know each other, you can work together to solve problems.”

— Gary Strausbaugh
Mennel Milling Company

     The next doughnut you eat, the next box of cake mix you buy might contain flour milled by Mennel, based in Fostoria, Ohio. NS delivers grain to Mennel’s mills and transports flour from those mills to bakeries and mix plants. Mennel also operates an NS-served grain elevator at Kingston, Ohio, that originates grain for southeast poultry markets and soy processors.

     “I think the thing that makes Norfolk Southern stand out from the other rail carriers is their personal way of doing business,” says Strausbaugh, vice president transportation.

     “Because the marketing people know us so well, we don’t have to start over from square one when we call them. Even the operating people know who we are.

     “It makes dealing with Norfolk Southern really easy,” Strausbaugh says. “We work hand in hand with each other to make things work.”

NS Supports Employee Reservists

     Norfolk Southern continued providing benefits for employee reservists activated for Operation Enduring Freedom, the war on terrorism declared by President George Bush. International tensions escalated as 2003 began, and additional reservists were called up for active duty.

     Air Force Secretary James Roche commended NS, saying “your company’s support continues to be critical to our ongoing efforts and makes a real difference to our country.”

     NS military leave benefits are designed to help provide support for employees and their families during the deployments. They include a monthly income supplement of $1,500 and continuation of health care and life insurance benefits. NS began the enhanced benefits program in October 2001, following the Sept. 11 terrorist attacks.