Safety has been called `the engine that drives Norfolk Southern and the rail industry forward." But NS' safety process is only the vehicle on the company's journey. Each employee is responsible for its care and maintenance and for moving NS closer to its ultimate goal of zero injuriesPages 1-11
Customers Say Service Improving
The final results of a customer satisfaction survey are in, and NS' approval rating has increased from 79 to 82 percent. Yet, there is work to be done. Customers give NS high marks on safety, customer sales and service and the timeliness of freight billing, but NS remains shy of its goal of 100 percent customer satisfaction.Pages 12-13
Quality Achievement Awards15
Business WatchBack Cover
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