Dubai airports

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Dubai airports

  1. 1. How Dubai Airports is Changing it’sHR GameHR Leaders Forum & Awards5th-6th March, 2012Dubai, United Arab EmiratesJill Nealon-SVP HR&D
  2. 2. Change at Dubai Airports COMPETITIVE LANDSCAPE Doha International: Due to have 2nd largest capacity in the region Dynamic Growth: In emerging markets RESOURCE STYLEInternal Resourcing: Accountability:Deliver the growth with Need to driveour internal staff accountability andSkills: ownershipEmployees needing the DA’S Productivity:skills to to deliver the Simplifying processesstrategy DRIVERS ECONOMIC/FINANCIAL UNPRESCEDENTED GROWTH ENVIRONMENT Emirates:Funding Model: 42% fleet growth in next 5 yearsSignificant change over the past 3 Airport: From 46mppa to 159mppayears by 2030, averaging 15.5% growth each year 3
  3. 3. What We Needed To Do… Creating alignment between the organisational strategy and HR Business Plan Underpinning with Values & Resourcing our growth plans by recruiting from within Engaging and Behaviours Communicating Developing the skills to deliver the strategy Throughout the Journey Driving accountability and ownership Embedding with Reward and Recognition 4
  4. 4. What We Needed To Improve… OLD WORLD Collaboration, Marketing ourselves Bringing our ‘Hero’ empowerment, Valuing contribution, as DA brand onboard creating the future retaining knowledge together Connect Hire Involve Exit HERO’s JOURNEY Listen Engage Train Recognise Maintain What we have to Hearing the offer and what we Ensuring the skill Embedding the customers, expect in return and competencies behaviours that make Creating lifelongstakeholders and Building the to deliver the us unique and deliver commitmentwider community psychological strategic plan our plan opinions of DA contract NEW WORLD Page 5
  5. 5. Our JourneyUNFREEZEREORGANISED TOWARDS A STRATEGIC HR FUNCTION Senior Promoted and recruited leadership to Leadership drive change Implemented HR Business Partners to HR understand and support the business in Partnership meeting their needs Implemented manpower planning, Planning & remuneration & policies and organisation Design development function Development Technical training residing within the & Training business to meet unique needs Incorporate corporate service Service development within HR to drive Development customer service improvement 6
  6. 6. Our JourneyUNFREEZE MOBILISEENGAGED OUR EMPLOYEES IN OUR VISION & MISSION Workshop for all employees on our My Airport Our strategy and the customer service Journey required to deliver it Town halls, ‘tool box’ talks, creating 2- Open way transparent communication. Communication Communicating in employees language 7 departmental change programmes, all Aligning Comms with a consistent purpose for change 7
  7. 7. Our JourneyUNFREEZE MOBILISE EMBED EMBEDDING WITHIN OUR HR ENABLERS Rewarding against our newly defined values and behaviours Living our Values Developing staff to deliver great customer service 8
  8. 8. Our JourneyUNFREEZE MOBILISE EMBED Drive change LANGAUGE/ENVIRONMENT/CULTURE ‘CREATE THE FUTURE’ Take Responsibility 9 9
  9. 9. Our JourneyUNFREEZE MOBILISE EMBED SUSTAIN CREATING AND SUSTAINING CHANGE THROUGH OUR INTERNAL REBRAND 1 0
  10. 10. Our JourneyUNFREEZE MOBILISE EMBED SUSTAIN CREATING AND SUSTAINING CHANGE THROUGH OUR INTERNAL REBRAND 1 1
  11. 11. Our Transition…. TRANSFORMING • 4th Busiest Airport in the world • Corporatisation REWARDING • SP2020 • ACI improvement • ‘Employer of MEASURING Choice’ • 7 Change Projects • Performance • ‘Employer of • Measuring Related Pay Choice’ Performance Increase GROWTH 2012 • Driving • Performance • DWC Efficiencies Related Bonus FOUNDATIONS • Meeting the • Measuring• T3 Demands of the Service Levels Business• Business Strategy 2011 • Business• Right People in Partnership 2010 the Right Jobs on the Right Pay 2009 2008 Page 12
  12. 12. So Has It Worked? ENGAGEMENT INNOVATION IN TURNOVER TREND HR LEADERSHIP (World HRD Congress) DGEP INTERNAL LEADERSHIP BEST DEVELOPMENT EMPLOYER AWARD BRAND (ACI) (Asia Pacific) EMPLOYER OF CHOICE ABSENCE DGEP AWARDS -Distinguished Employee -Creative Employee
  13. 13. What Our Customers Think? ACI Award for Best Airport in the Middle East 2011 ACI Most Improved Airport Middle East 2011 ACI Ranking ACI International Customer Service 36 33 Award Middle East 23 Score 2011 22 Rank 2008 2009 2010 2011 1
  14. 14. Thank You Jill Nealon-SVP HR&D

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