Driving performance through engagement
WM Trains had set an ambitious five‑year target to improve on‑time performance to 90% and reduce cancellations below 2%, requiring engagement from 3,500 colleagues across varied roles.
We designed an organisation‑wide engagement programme that would make performance personal, relevant and actionable. Grounded in extensive research and insight, the campaign translated complex operational targets into a clear, compelling idea: “Every Minute Matters, Every Role Counts.”
Launched through a high‑energy Performance Week led by senior leaders, the programme combined a strong visual identity, tailored messaging and a mix of digital and non‑digital channels suited to busy operational environments. Ongoing monthly communications were devised to sustain momentum and embed behaviour change.
Early results showed strong engagement and ownership, with widespread participation in team performance conversations and high levels of feedback from colleagues. The campaign has created a shared sense of responsibility and laid the foundations for lasting performance improvement.
“This campaign has kickstarted a real shift in the way our people think about operational performance…
We wanted every single person to feel empowered to make a difference and understand that everyone had a part to play, so the campaign had to strike a chord culturally… most importantly it had to be ‘real’…
I’m delighted that we chose HarknessKennett to work with us on this business-critical project."
Kelly Henshall, Head of Performance, London Northwestern & West Midlands Trains
