NORTH HIGHLAND WAS BROUGHT IN TO DELIVER THE PLANNING NEEDED TO DESIGN A HIGH- PERFORMING ORGANIZATIONAL STRUCTURE THAT DROVE CUSTOMER SATISFACTION AND EMPLOYEE MORALE. THE CLIENT CHALLENGE No organization can afford a disconnected workforce. The costs—poor performance, greater job turn-over and lowered customer satisfaction—are too great to be sustained. A metro-area provider of bus, light-rail and commuter-rail service was faci

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