Workforce DEVELOPMENT
PREPARING FOR
THe FUTURE OF TRANSPORTATION
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YOU’RE IN GOOD COMPANY
INSPIRING AN ENGAGED WORKFORCE, TOGETHER
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YOUR NORTH HIGHLAND TEAM
POWER TO YOUR PEOPLE
MORE THAN 25 YEARS
YOU’RE IN GOOD COMPANY
YOUR NORTH HIGHLAND TEAM
GET IN TOUCH
YOU’RE IN
GOOD COMPANY
TRANSPORTATION AGENCIES AND
NORTH HIGHLAND
PEOPLE MAKE PERFECT
The transportation ecosystem is evolving with increased velocity—exponential technological advancements and disruption, generational changes in the workforce, and employee mobility are demanding transportation organizations like yours establish improved employee-centric experiences to remain competitive in the new customer-driven world.
Understanding that meaningful customer experiences must be nurtured from within, we work hand in hand to enrich your most prized commodity: your people. We empower you with the tools needed to cultivate a purpose-driven culture, attract and retain top talent, stimulate professional growth, and revolutionize performance management best practices.
Together, our partnership enables you to successfully exceed the evolving expectations of a multi-generational workforce and, by extension, effectively design and deliver exceptional customer service.
FOR MORE THAN 25 YEARS WE’VE CONNECTED PEOPLE, PROCESSES, AND DATA
INSPIRING AN ENGAGED WORKFORCE,TOGETHER
AUTOMATING THE HIRING PROCESS
In an effort to streamline their 9-month hiring process and attract stronger candidates, a leading transit agency engaged North Highland to rewrite and revive their antiquated screening tests, in alignment with the day-to-day responsibilities of respective positions. To be successful in this endeavor, we spearheaded a number of process improvements designed to improve efficiency and security of the highly-manual testing process. This enabled the organization to test candidates for multiple positions simultaneously, deliver and grade tests electronically, and ensure candidates receive their scores before leaving the testing center. These changes, coupled with other modernization activities, resulted in a decreased time-to-hire, from 9+ to 2.2 months.
REVOLUTIONIZING RESOURCE ALLOCATION
A large state Department of Transportation and tolling authority engaged North Highland to compare staffing levels statewide and to review district data related to work program delivery, operations and maintenance, and other departmental objectives / workload measures. Our team of experts leveraged an Agile approach to gather data through a series of district site visits and leadership interviews, coupled with management and staff focus groups to analyze and contextualize the common themes bubbling to the surface. Based on the learnings gleaned, we delivered strategic recommendations for a statewide staffing methodology, and designed a three-year transition plan for achieving operational workforce efficiencies. These methodologies effectively informed decision-making for organizational alignment, staffing models, rates, and budget levels along with talent enablement through the entire lifecycle — from recruitment to retirement.
INSPIRING AN ENGAGED
WORKFORCE, TOGETHER
REIMAGINING PERSONNEL RECRUITMENT
One of the five largest public transit agencies in the U.S. engaged North Highland to assess its existing recruitment processes, and ultimately revamp its ability to hire and retain quality talent. In order to effectively achieve organizational objectives, we conducted interviews with recruiters, hiring managers, candidates, and other relevant stakeholders to acquire acomprehensive understanding of the workforce problems currently facing the organization. Additionally, we consulted our network of peer agency contacts to get a stronger pulse on existing benchmark and U.S. labor trend data. Lastly, we provided the client with nine tailored recommendations and a strategic roadmap with 30 actionable next steps for implementation. Our partnership equipped the client with a clear framework to quickly overhaul the recruitment department’s processes.
CHARTING A STRATEGIC PATH TOWARD HR EXCELLENCE
A major airport hub was grappling with an onslaught of new business challenges as increased operational demands and technological advancements created an evolution in customer experience expectations and preferences. Recognizing its vulnerable position, the client engaged North Highland to transform its human resources department from a tactical to strategic model, with a renewed focus on services to enhance customer and employee experiences, and ultimately support future facility construction. To remedy this issue, we conducted a rapid and robust organizational assessment, which fostered a deep understanding of the hub’s current HR practices, processes, and employee capabilities. We then facilitated a strategic planning session for key HR stakeholders, developed an executable strategic plan, guided the reorganization of their functional model, conducted process realignment, and developed change management competencies within the HR department to lead transformation of the client’s future strategic initiatives.
BOLSTERING TALENT ACQUISION AND PERFORMANCE MANAGEMENT
When new federal laws and regulations required a federal agency program to enhance its workforce and improve its talent management processes, North Highland was brought in to revitalize the internal hiring practices. We designed and executed a multi-phased program to more effectively address immediate tactical needs and daily staffing demands, and refine its talent management structure, sizing, budget, and communications strategy. Additionally, we developed a recruitment and hiring program to expand the agency’s workforce by 175 percent, created new human capital policies and programs, and effectively laid a flexible talent foundation that resulted in improved retention.
REVITALIZING THE ONBOARDING EXPERIENCE
A top-tier transit agency aspired to revive its new employee orientation, which failed to generate excitement, was characterized as redundant, irrelevant, and unengaging and ultimately contributed to high turnover. North Highland leveraged industry best practices and stakeholder interviews to redesign and revitalize the new employee experience, which modernized the orientation process and all touchpoints from hire date to the end of the first year. In order to be successful in achieving the agency’s objectives, we chronicled existing orientation content, identified desired content, drafted critical deliverables, designed channels for interactive learning (e.g., tours, mentorship, multimedia), and developed a roadmap for promoting retention over the course of an employee’s first year. As a result of our partnership, the agency’s new employee experience maximizes the efficiency of time used for new hire orientation, establishes consistent standards and processes for orientation content, provides training on strategic and regulatory requirements, gathers actionable feedback to create a cycle of continuous improvement throughout the employee’s entire first year, and sets the desired tone of positive customer experience and the importance of safety at the outset of the employees career.
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BACK
POWER TO YOUR PEOPLE
Technology is the driving force behind the intricate tapestry of our lives —
dramatically influencing the way we live, play, commute, and connect. It’s fueled the rapid pace of innovation, lifted previously unbreakable barriers, paved the way for groundbreaking new transportation models, and ignited transformational change.
In this fluid and hyper-competitive marketplace, many transportation organizations are struggling with retirement cliffs and brain drains, requiring them to make strategic investments today and embrace the values of a newly mobile workforce tomorrow.
The power of our methodology lies in our unique juxtaposition of talent management, change management, and organizational design to revitalize internal processes and drive lasting business impact.
Recognizing that transportation organizations are under extreme pressure to provide safe and reliable services, our experts work collaboratively with clients to identify gaps and propose customized HR solutions – effectively designing the organizational framework needed to thrive.
PERFORMANCE MANAGEMENT
CHANGE MANAGEMENT
ORGANIZATIONAL DESIGN
TALENT MANAGEMENT
HR PROCESS AND OPERATIONS
TALENT MANAGEMENT
ORGANIZATIONAL DESIGN
CHANGE MANAGEMENT
PERFORMANCE MANAGEMENT
As the transportation industry continues to evolve with increased velocity, we bring stability by partnering with clients to identify powerful new ways to source, attract, onboard, engage, develop, reward, and mobilize their employees and leaders.
TALENT MANAGEMENT
ORGANIZATIONAL DESIGN
CHANGE MANAGEMENT
PERFORMANCE MANAGEMENT
We help organizations find an optimal structure to promote business efficiency and accountability – including organizational structure design, competency definitions, and job and career frameworks – from their lowest levels to their board of directors.
TALENT MANAGEMENT
ORGANIZATIONAL DESIGN
CHANGE MANAGEMENT
PERFORMANCE MANAGEMENT
Change is the new normal, yet unfortunately most change initiatives fail to come to fruition. To combat this, we join forces with organizations to inspire change, engage people, and accelerate results.
TALENT MANAGEMENT
ORGANIZATIONAL DESIGN
CHANGE MANAGEMENT
PERFORMANCE MANAGEMENT
The value and validity of performance management has evolved as people navigate their career trajectories in innovative new ways. With five generations of employees currently in the workplace (each with diverse wants, needs, and demands), we empower clients to crystallize their people experience strategy and effectively propel their organizations to new heights.
HR PROCESS AND OPERATIONS
HR PROCESS AND OPERATIONS
HR PROCESS AND OPERATIONS
HR PROCESS AND OPERATIONS
Your North
HigHland Team
Chris McCarthy
Global Transportation Lead
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North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology and digital, and transformation. We add value and support our clients across the full spectrum of consulting, from strategy through delivery. We bring the big ideas, then we make them real. North Highland is an employee-owned firm, headquartered in Atlanta, Georgia, with more than 3,000 consultants worldwide and 60+ offices around the globe. The firm is a member of Cordence Worldwide (www.cordenceworldwide.com), a global management consulting alliance. For more information, visit northhighland.com and connect with us on LinkedIn, Twitter and Facebook.
RECOGNITION
2019 Vanguard Leader, ALM Intelligence Communications & Change Management Consulting Report
2018 Vanguard Leader, ALM Intelligence HR Operations Consulting
2018 Best in Class, Client Capability Development, ALM Intelligence Organizational Design
Our latest thinking
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Ilenia Santiago
Master Practitioner
Anna Danegger
Vice President
Michael Binns
Manager
Theresa Coleman
Master Practitioner
WAYNE MESSINA
Vice President
Tanya Eydelman
Expert Practitioner
Kim Koegel
Master Practitioner
Margo Hufstetler Gonzalez
Senior Consultant
Jeremy Segers
Manager
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COLLAPSE PANEL
MORE THAN 25 YEARS
INSPIRING AN ENGAGED WORKFORCE, TOGETHER
POWER TO YOUR PEOPLE
Get in touch
MORE THAN 25 YEARS
INSPIRING AN ENGAGED WORKFORCE, TOGETHER
POWER TO YOUR PEOPLE
Get in touch
2019 Vanguard Leader, ALM Intelligence Communications &
Change Management Consulting Report
2018 Vanguard Leader, ALM Intelligence HR Operations Consulting
