Strategic Process Improvement: First TransPennine Express

In February 2004 First TransPennine Express (FTPE) commenced operations as part of an 8 year franchisee between First Group, the UK’s largest surface transport operator and Keolis of France. By employing a ‘Right First Time’ approach FTPE made a commitment to redevelop and revitalise rail travel with a vision to become the preferred mode of transport for customers across the North of England. The company covers 555 kilometres and serves 92 stations, 30 are directly managed by FTPE. In 2006/07 the network carried 18.5m passengers. This case outlines the approach taken to achieve strategic process improvement. This case introduces a complex operational environment (key issues of the market; company structure; growth factors; challenges; use of EFQM; results) to allow exploration of the fundamental principles of strategic Operations Management and operational improvement. As such it is intended to allow students to develop their understanding and practice of key operational techniques to enable delivery of business strategy. The major topics covered are: Strategic operational influences (internal and external factors); How influences affect operational design volume, variety, variation and visability (customer contact) - (4Vs); Operations strategy responses; Operational performance objectives (quality, cost, speed, dependability, flexibility = the 5KPIs); Improving the Operations (EFQM).