Leveraging Organizational Leadership to Drive Performance to Delight the Customer

This paper describes how, like many other organizations, the Southwest Ohio Regional Transit Authority (SORTA)/Metro had become stagnant, complacent, and status quo. The quality of service was average on its best day. Vitality and energy were lacking. The need for change was in the air. SORTA had fallen into the drudgery of the day to day grind and needed to be recharged. Metro recognized that to once again become a vibrant, energized, high performing organization viewed as a vital part of the community, the need for change was in order. This was a turning point for Metro. Metro’s CEO had made the first and potentially most important step in implementing a successful organizational change strategy. Understanding the need for change, the rest would be easy, right? Not quite. This change would require a clear vision and plan to achieve short and long-term goals. Metro applied the subsequent concepts of leadership and organizational change to drive performance and to become an employer of choice. Organization change is a common buzz phrase and somewhat commonplace in today’s global economy. There are literally hundreds of documented processes and at least as many experts waiting to consult with organizations on managing change, implementing change strategies, becoming a high performance organization, etc. At Metro the key belief to successfully implementing change is in leveraging the organizational leadership. In order to leverage the leadership Metro had to define the vision and direction of the organization and ensure a monitoring and measurement system was in place to keep things on track. Metro’s first step was to define short term goals and objectives that were clear and tangible and tied to everyone in the organization. Metro redirected some of its roles and responsibilities within the organization to ensure it has people in positions where they can be most effective. Metro has involved its customers, employees, and other stakeholders to determine the impact to customers, employees and others as Metro redefines how it does business.


  • English

Media Info

  • Media Type: CD-ROM
  • Pagination: 5p
  • Monograph Title: Bus and Paratransit Conference and International Bus Roadeo, 2007

Subject/Index Terms

Filing Info

  • Accession Number: 01051654
  • Record Type: Publication
  • ISBN: 1931594252
  • Files: TRIS
  • Created Date: Jun 15 2007 11:03AM