Intrapreneurial Proposal created for Portfolio III Course May 2022

1. PARTNERSHIP
PROPOSAL
2022
Intrapreneurial Proposal
P R E S E N T A T I O N
METRA RAILROAD

2. TECHNICAL COMMUNICATIONS SPECIALIST
Welcome
BRITTANY BOGAN
• Provide daily oversight of rail lines
• Communicate real-time rail status updates to
commuters, media, and senior level
management
• Interact directly with customers

3. To be a world-class commuter rail
agency linking communities
throughout the region by:
• Providing the safest, most
efficient, and most reliable
service to our customers
• sustaining our infrastructure for
future generations
• leading the industry in achieving
continuous improvement,
innovation, and transparency
• Facilitating economic vitality
throughout Northeast Illinois
Vision
As part of a regional transportation
network, Metra provides safe,
reliable, efficient commuter rail
service that enhances the economic
and environmental health of
Northeast Illinois.
Mission

4. Business Trends and
Customer Feedback
Customer reviews include:
• “My experience with CTA wasn’t entirely bad,
but Metra just DESTROYS the CTA”
• “Getting on the train using the handicapped lift
was easy, and the conductor was so helpful”
• Customers complained of mechanical delays and
unpleasant service from conductors on websites
such as Yelp, Reddit, and
metra.pissedconsumer.com

5. Business
Need/Customer Pain
Point
Additional training for conductors and customer servic
representatives.

6. Proposed Solution
Partner with the best in customer service/customer
experience - Disney

7. Partnering with Disney
• Total cost per employee would be an
estimated $314 per employee
• Disney Institute offers customer service
training to corporations around the world
• Online course highlights how excellent
service is a result of truly understanding
your customer expectations and how to put
the right service standards in place to
exceed them.

8. Set Deadlines To Achieve Targets

9. Proposed Timeline
Select necessary
courses for
conductors and
customer service
representatives
present outline
of courses to
senior level
management
Meet with Dave
Rubino, Director of
Customer Relations
and
Communications
Schedule classes for
each line serviced with
transportation directors
Janet Carbonelli and
Victor Flores
Research and
identify courses
Present
Outline
Meet withDave
Rubino
Schedule
Classes
Host Training
Classes
Hold two weeks of
online training for
customer service
representatives and
conductors.
Week 1 Week 2 Week 3 Week 4 Week 5

10. Conclusion

11. Contact
www.bbogan.com
708-439-7579
bbogan@metrarr.com
547 West Jackson Blvd. Chicago,
IL 60661 - 10th floor
Thank You

12. REFERENCES
Metra reviews and complaints: Metrarail.com @ pissed consumer. Pissed
Consumer. (2021, November 24).
https://metra.pissedconsumer.com/review.html#reviews
Metra reviews (n.d.). Glassdoor. https://www.glassdoor.com/Reviews/Metra
Reviews-E5395.htm
Mission, Vision & Goals. (n.d.). Metra. https://metra.com/mission-vision-goals
Our history. (n.d.). Metra. https://metra.com/our-history
Professional development courses, (n.d.), Disney Institute. from
https://www.disneyinstitute.com/professional-development-courses/
Quality service course overview (n.d.). Disney Institute.
https://www.disneyinstitute.com/disneys-approach-quality-service/
Quality Service Live online course details and pricing, (n.d.), Disney Institute. from
https://www.disneyinstitute.com/disneys-approach-quality-service-live-online/course-
details/
Regional Transportation Authority Customer Satisfaction Study, (n.d.) from
https://metra.com/sites/default/files/assets/about-
metra/2011custsatfinal_metra_customer_satisfaction_report_1_11_13.pdf