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Nor folk southern railway company

MIS Case Study

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Nor folk southern railway company

  1. 1. NorFolk Southern Railway Company By: Kundai Nangati, Manon Riehl, Hawa Magassa, Vu Phan & Alfonso Castro Bilbao
  2. 2. The Company Background ● One of the 4 largest railroad companies ● Manage the transportation to arrive and get back on time ● Competition: Concentrate more on Customer Services regarding to the Reporting System ● In 1995, Norfolk started using data warehouse under the main purpose of customer service and cost data ● In 2002, Norfolk redesigned its operation regarding to the Thoroughbred Operating Plan (TOP) => BI application allows customers to access their own shipment details and records (11k users and 8k customers) =>TOP attracts a lot of partners and supplier organization & U.S government
  3. 3. NorFolk’s Decision Making Regulated Industry ➔ Focused on efficiency ➔ Invested in a data warehouse ➔ Marketing and Cost departments pushed for reports to be made Unregulated Industry ➔ 1999 Managers invested in growth strategy and acquired 58% of ConRail ➔ 2002 Thoroughbred Operating Plan (TOP) managed inventory and route options ➔ TOP BI Application System was implemented Competing on Services ➔ BI Application accessNS created ➔ Track 2012 leveraged BI across enterprise ➔ Currently investing in ERP System
  4. 4. The Result of Various Actions Data warehouse: > Help the Marketing and Cost Departments to understand: How was NS serving its customers What should Norfolk Southern charge its customers based on the cost of moving goods from one point to another Implementation of TOP: > Reduction in rail car cycle time > Millions of dollars of annual savings > NS strengthened its ability to compete on service to its customers BI application - AccessNS: > User base grew to more than 11,000 users in 8,000 customer organizations > Deliver 4,500 reports daily > Better customer service
  5. 5. What We Think of NorFolk’s “Management” Positive Management, Best Practice has been followed Internal / External Best Practices such as: Organizing Investment Leading / Planning Implementation of new tools Resources: Human resources Technological resources Natural resources Financial resources
  6. 6. What We Think of NorFolk’s “Technology” ❖ Track 2012’s Strategy and applications: 1. Service → “Intermodal Operational Dashboard” 2. Managing Fuel Use → “Industrial Engineering” 3. Logistics → “Multilevel” 4. Car Distribution → “Empty” 5. Workforce Productivity → “Crew Call” 6. Human Resources → “Workforce Planning” ❖ Thoroughbred Operating Plan (TOP) 1. Maximize assets and time. 2. Allow to monitor performance and make adjustments. 3. Information on real time about shipments. ❖ accessNS 1. Allow customers to manipulate fields of information to know about their reports. 2. Easy-use software. 3. Easy and quick tracking, improving emergency responses. 4. Allow the customer service to focus on improving services.
  7. 7. THANK YOU!

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MIS Case Study

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