A thorough review of Canadian Pacific's Eastern operations led to the discovery of business opportunities to improve service, according to CP CEO Hunter Harrison and Keith Creel, the company's president and chief operating officer. The "white board" initiative has Harrison and Creel scrutinizing each element of the company to determine how best to improve operations and customer service, Creel said. "In time, customers will understand the value of service and that's what my marketing team will sell -- the value of that service," he added.

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