This short programme defines the preparations that can be made for emergencies and operational incidents on the railway and gets learners involved in scenarios to improve their knowledge
on: types of emergency, good practice with contingency planning and readiness, who is who in the command structure, evacuation procedures – Fire / Security / Crowd Control, civil emergencies,
response to operational incidents and events, Station evacuation planning. The programme refers to Approved Codes of Practice wherever possible and contains exercises on; Contingency
Planning, scenario of a mishap at a junction, scenario of a train fail on a mainline, identification of the worst disruptions for different rail companies (e.g. TOCs, Infrastructure).

In this introduction to the key concepts of Performance Management learners are given a chance to work with others on information analysis, pre timetable investigation and planning a special event to improve performance. The exercises all work on the fundamental principles of good performance such as accountability throughout the system, proactivity, understanding real time effects and identifying improvement targets. There is content on Public Performance Measure, business policy, engineering access and on the day and after the day measure.

This serves as a concise introduction to the key principles of Safety Management and their practical application on the modern railway. The programme has content on key legislation, Safety Management Systems; Railway Operating Standards and Principles; Principal Railway Standards, Safe Movement of Trains, Key Operating Principles, Railway Operating Logic, Risk Assessments, Managing Behaviour and People Assessments and Culture. It involves the learners with exercises on “ Who is Responsible?”, Managing Change, root cause analysis and Operations Standards Audit.

To outline the principles behind excellent customer service, how to recognise it and how to deliver it, this programme looks at Customer and Staff engagement, policies, internal customers, service level agreements, costs of poor quality, Passenger Information During Disruption, Serious Performance Incident Reviews, (how to make the findings count) and how to measure Customer Service Performance. It includes exercises on Service Level Agreements with Depot staff, going the extra mile, the costs of quality and conflict.

The programme begins with a look at what makes Rail people different than other sectors and includes sections on Employee Relations (Unions and Workforce Involvement, Key Procedures),
Safety Critical Work (Competence Management, Fitness, Fatigue and an introduction to rostering (efficiencies, effective cover, fairness).

There are exercises on gaining commitment for change in a given re-organisation scenario, train crew rostering and employee relations and managing conduct and performance in a safety critical organisation.

It is always helpful to understand the big picture and this programme helps learners to understand the industry they are part of. It showcases different models of rail organisation and looks at the evolving structures UK franchise system as one of these. With sections on geography, commercial or social, politics, regulation, stakeholders and finance and exercises on part funding modernisation projects, major city railway company costs and maintaining business continuity from the perspectives implementing a franchise.