Previous Article Next Article GNER has puts its position as Britain’s favourite rail operator down toinvestment in its staff and the successful transformation of its HR function.GNER was voted best overall mainline operator in the rail industry’s firstnational passenger survey in January this year.HR director Mike Gooddie said even when there had been delays passengersfelt positive about their journey because of their treatment by staff.He said about £5m has been spent on training its 3,000 staff sinceprivatisation in 1996. The training and development focus is part of a transformation of HR whichhas seen the department shrink from 100 to 40.Investment in HR software and cutting back administrative processes hasallowed HR to concentrate on providing support and advice to line managers, whohave taken on day-to-day HR tasks such as absence management.”We had a choice to become an ever-shrinking bunch of administrativeservants or we could redefine our role. GNER would not have received thisaccolade if HR hadn’t made that change,” he said. HR’s role in rail title winOn 14 Mar 2000 in Personnel Today Comments are closed. Related posts:No related photos.