What lessons learned from this case can be applied to other organizations?

Norfolk Southern Railway Company operates one of the country’s four largest “Class I” (Exhibit 1) railroads1. The railway includes approximately 21,000 route miles in 22 eastern states and the District of Columbia, serves all major eastern ports, and connects with rail partners in the West and Canada, linking customers to markets around the world. Norfolk Southern provides comprehensive logistics services and offers the most extensive intermodal2 network in the East.