Page 6: Conclusion
Virgin Trains has a reputation for high quality service and modern practices. The company constantly seeks to develop competitive advantage over rivals.
A key way of securing successful change is to involve employees in decision-making. Employees who work directly with customers are best placed to come up with customer-focused improvement solutions.
Virgin Trains' vision provides all employees with clear direction, backed by the support and encouragement of managers from the top down to challenge existing practices and suggest new ideas.
This has led to greater employee involvement, increased customer satisfaction and yielded improved business results.