The Rail Professional Interview: Charles Horton

Charles Horton, managing director of Southern, the Govia-owned train operating company that replaced Connex, talks to Rail Professional editor Chris Randall about "thinking like a passenger," why it made sense to axe the Gatwick Express, a reinvigorated workforce, and how Southern's promise in 2001 to change public perception of rail travel has been kept. Examined are Horton's achievements since he took control of Southern: most improved train operator for customer satisfaction, best operating performance for six years, robust delivery against its targets, and especially, better staff training leading to significantly higher morale. Southern addresses the problem of overcrowding by using Passenger Load Distribution software to determine people’s weight and how many people are on the train. Horton's management style, such as his advocacy of integrated control centers and his belief in doing so while remaining close to the passengers and communities he serves, is also discussed.

• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/49957551
• Authors:
  • Randall, Chris
• Publication Date: 2005-11

Language

• English

Media Info

• Media Type: Print
• Features: Photos;
• Pagination: pp 18-21
• Serial:
  • Rail Professional
  • Issue Number: 104
  • Publisher: Cambridge Publishers Limited
  • ISSN: 1476-2196
  • Serial URL: http://www.cpl.biz/ourwork/general/rp.htm

Subject/Index Terms

• TRT Terms: Customer satisfaction; Management and organization; Morale; Passenger service; Public opinion; Training
• Identifier Terms: Southern (Train operating company)
• Uncontrolled Terms: Customer relations; Integrated control strategies; Train overcrowding; Workforce development
• Geographic Terms: United Kingdom
• Subject Areas: Administration and Management; Education and Training; Operations and Traffic Management; Passenger Transportation; Railroads; Society;

Filing Info

• Accession Number: 01007176
• Record Type: Publication
• Files: TRIS
• Created Date: Nov 9 2005 4:37PM