Managing rail shutdowns presents numerous challenges that required significant change management and stakeholder engagement. Initially, we faced team disconnection around business priorities, lack of customer focus, and change resistance. There was a perception of poor closure performance within sufficient data to verify reality.

Over the last 12 months, we have:

• Developed a performance reporting framework identifying trends, gaps and opportunities
• Shifted team culture toward continuous improvement and customer impact
• Enhanced transparency with timely updates to external stakeholders
• Refined recovery planning for real-time decisions balancing reliability and throughput
• Implemented proactive measures in a reactive environment
• Established a team mindset that maximizes decision-making under time pressure
• Used data and communications to support both planned and unplanned situations