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Internal Marketing by Mohammed Rafiq, Pervaiz K. Ahmed

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Case Study 6

CSX: appreciating the cost–benefit trade-off foremployee change

Over the last two decades or so, the railways industry roadmap has witnessed considerable change. Successful railway managers have been changing what Peter Drucker calls ‘the business theory’. Driving this change is not technology, because it remains essentially the same – diesels still pull cars on four-wheel trucks, using air brakes and knuckle couplers. What has changed is attitude. Those companies that could change did, and evolved into companies that we see on the map today. Those who did not perished. One of the success stories in managing this transition is the American railtrack company, CSX.

The big question is how does a railway company like CSX change ...

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