How TfL Implemented Continuous Improvement

Delivering a customer-centric operating model and building a culture of continuous improvement are key aims in today’s fast-evolving business world. Are your team ready to compete? PEX Europe investigates!

The PEX Europe editorial team spoke to TFL’s Head of Business Change, Project Management to find out how he has led his team to a culture of continuous improvement to effectively serve 31 million passenger journeys per day.

Read the interview here.

Simon is Head of Business Change Project Management at Transport for London (TfL). His role requires consultancy on change management for transformation programmes. Working predominantly within operations  - which include(s)  changes in people, processes and organisations, as well as back-office functions and the adoption of new technology, Simon also works as Head of Change, in leadership, capability development, training. He is also responsible for building a community of practice for 650 employees on social media.

Our Top Tips and Takeaways from the article:

Build a community of ‘change champions’.  They can spend time with their colleagues talking about the coming changes, experimenting and providing feedback throughout the process.

Appoint Managers that care. You want to know that Managers will be out there listening to their people, asking them what the changes would mean for their role.

Allow team members to innovate. Support people with good ideas and positively reinforce good practice. 

Download the full article here to see how TfL:

  • Continuously monitors the performance of their transformation initiatives
  • Overcame the challenges that their latest transformation project faced
  • Keep employees motivated throughout the transformation process


Simon will be speaking in more detail about transforming to grow: delivering processes that will drive exceptional business value at PEX Europe Spring in London on 16-18 April 2018. Download the event agenda to find out more. Why not take advantage of our 15% exclusive discount to attend PEX Europe, enter 15_BTN at the online checkout or enquire here for more information.


The Business Transformation Network has posted this article in partnership with PEX Europe.