The challenge
Hitachi Rail is on a journey to embed a quality culture across the business, one where we always get things exactly right first time for the customer. Creating that culture required everyone to understand their role in supporting front line colleagues to always get it right first time for customers.

Our solution
We undertook interviews with colleagues across Hitachi Rail in the UK to understand the current quality culture and behaviours. That insight work revealed that the business was very focused on delivering quality products to external customers, however there needed to be a greater focus on internal customers and how teams worked efficiently and effectively together to deliver quality products.

We worked with the UK quality team to identify key behaviours that could drive improvement in the way colleagues worked together in the business to achieve quality outcomes. Those behaviours were then central to an engagement approach which included team conversations, campaign materials and a digital learning to help everyone understand how what they do can impact on others ability to deliver quality outputs.

A key element of the engagement approach was leadership workshops to enable leaders from every part of the value chain to identify their internal customers and explore and understand how the quality of their team’s work impacts on the quality of other teams’ work.