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