Case study 02 Specialized transportation
Cathay tightened daily management across six specialized routes, making observation, coaching and issue closure part of the regular operating rhythm.
The safety score showed that the operation needed tighter follow-through on safety findings and service exceptions. The answer could not be a one-time campaign or a general reminder to the team.
Sustained improvement required supervisors to see what was happening in the field, connect observations to specific coaching and make sure every incident or vehicle issue reached a clear resolution.
Cathay built review and accountability into the normal workday. Supervisors regularly reviewed open exceptions, identified the next action and assigned responsibility for closure. Coaching focused on conduct that leaders had actually observed, giving drivers direct and useful guidance.
Operations, safety, compliance and fleet reviewed issues as one operating team. That shared view reduced the chance that an exception would sit between departments and made follow-through visible to the people responsible for the service.
The eight-point increase was not treated as an isolated number. It reflected a more disciplined way of managing the six routes: identify the issue, assign the next step, coach from evidence and verify closure.
The two contract extensions that followed signaled continued client confidence in the operation and in Cathay’s ability to turn safety findings into consistent daily management.
How the work gets done
Supervisors regularly reviewed open exceptions and identified the next action.
Driver coaching focused on conduct supervisors had actually observed rather than general reminders.
Incident and vehicle issues were assigned to the person responsible for closing them.
Operations, safety, compliance and fleet reviewed issues as one operating team.
The result
The safety score rose from 83 to 91 because the work changed behind the number. Review, coaching, ownership and closure became part of how the Rochester team operated every day.
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