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Issue 11 - July 2016 INSIDE THIS ISSUE Airports’ Corner: Airport Authority Hong Kong Seizes Upon Every Small Idea Sharing of Changi Airport Group’s Employer Branding Strategy Interview with HR Committee First Vice Chair HR Committee Met in Gold Coast Young Executive of the Year Recognized in Regional Assembly – Gold Coast HR Recognition – Adelaide Airport Limited Took Top Honors AMPAP Journey 31st ACI DNA Assistance Programme – “Air Service Development Seminar” Concluded in Gold Coast, Australia Mark Your Calendar – Next DNA Workshop in Cambodia ACI Training Course on Aviation Security Concluded in Mongolia! ACI Asia-Pacific Supports Youth Development in Advancing the Aviation Industry ACI Global Training Course Calendar 2016 Meet our New HR Committee Members ACI Asia-Pacific HR Committee Members
ACI Asia-Pacific HR Bulletin – Issue 11 July 2016
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AIRPORTS’ CORNER Airport Authority Hong Kong Seizes Upon Every Small Idea >>back to top
A moment of inspiration, when thoroughly considered and developed, can turn out to be a masterful stroke of genius. To seize and explore the full potential of all good ideas, the Airport Authority Hong Kong (AAHK) has introduced the Work Improvement Teams (WIT) programme to empower frontline staff to take ownership and master their innovative thinking, planning, problem solving and decision making skills to strive for service excellence and continuous improvement. The WIT programme was launched in AAHK in April this year where the Airport Management Division was the first Division to initiate the Programme. Twenty-five WIT teams were formed on a voluntary basis; each team comprises four to eight members who share similar job duties. They meet regularly to brainstorm ideas on service enhancement, identify improvement opportunities and devise corresponding solutions. Without the full support of the top management, the WIT Program could not be a success. Our top management gave encouragement to the teams in informal meeting and shared with them how they found suggestions from frontline staff being crucial to the organisation’s development. The management believed that the WIT programme could drive staff engagement and satisfaction by providing a channel for the staff to suggest areas for improvement which the management might not have noticed. They stressed that any idea which can increase our efficiency, improve our customer service or enhance the working environment will be a good idea. To facilitate colleagues to understand more about the programme, road shows, induction and training sessions were conducted. All WIT facilitators and members were equipped with structural problem solving skills before kicking off their projects. The 25 participating teams will be competing for different awards including the AAHK Grand Award which will be assessed by the AAHK Leadership Team in November 2016.
AAHK Chairman Jack C K So (right) meets with participating staff of WIT programme
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AAHK CEO Fred Lam (seventh from left, second row) gives encouragement to the WIT members
Participating staff of the WIT programme form into small groups to brainstorm new ideas.
Sharing of Changi Airport Group’s Employer Branding Strategy >>back to top
More companies are focusing on building their employer brand as it is recognised as a key driver in both recruitment and retention strategies. While Changi Airport is an iconic name to all Singaporeans and many foreigners, people may not know that Changi Airport Group (CAG) is the organisation behind the running of the airport. We constantly rethink our strategies on how to better differentiate ourselves and leverage on our brand uniqueness to attract and retain the right talents for our organisation. We strive to build a strong and credible employer brand, one that is personalised, creative and unique.
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CAG brand ambassadors during a brand ambassador training.
Engage on a more personal level To create a brand that is real and represent who we are as an employer, we communicate our brand through our employees. We identify a group of brand ambassadors from amongst our employees who are passionate about their work and happy to share their experiences with others. We engage, train and invite them to participate in career fairs and talks. We also feature our employees in videos on our career website to share about their work and the roles they play in the airport. Building memorable impressions through creative activities We recruit young talents with our scholarship and internship programmes as part of building our talent pipeline. When Singapore celebrated our 50th birthday (SG50) last year, we organised a SG50 amazing race at the airport. We invited top students from different academic institutions to gain insights about the airport and find out more about our scholarship programme. The feedback from the race was very positive as students felt that it was a fun and refreshing experience that allows them to learn more about CAG and our scholarship programme.
Students participating in the SG50 Airport Race. ACI Asia-Pacific HR Bulletin – Issue 11 July 2016
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Showcasing our unique airport environment CAG is a frequent participant of recruitment and scholarship fairs in Singapore. Even the designs of our booths at our fairs are specifically created to simulate the environment in the airport terminals. Our booth usually stands out in the fairs and is effective in drawing in the crowds. In fairs that we seek to hire fire fighters, we also displayed our fire fighters’ uniforms and interactive firefighting equipments as well as an instant photo booth to enhance the experience. In April this year, CAG was awarded the Most Attractive Employer in Singapore by Randstad Awards. During his speech at the award ceremony, our CEO, Mr Lee Seow Hiang, said "As a corporatised entity of only six years old, we are by any measure still a very young company. This recognition is therefore an encouragement for us to continue on this journey to build a company that will be one of the greatest places to work for.” Employer branding is an on-going journey for CAG as we continue to build a company where our people want to work for and develop a strong sense of pride and belonging for Changi.
CAG's booth at recruitment fairs.
Interview with HR Committee First Vice Chair >>back to top
Ms. Sue Doyle, Executive General Manager, People & Culture, Adelaide Airport Limited
Please tell our members a little bit about your background and how long you have been with Adelaide Airport Ltd? I have been with Adelaide Airport Ltd (AAL) since 2001 and have been Executive General Manager, ACI Asia-Pacific HR Bulletin – Issue 11 July 2016
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People & Culture, since 2010. Previously I worked a vast variety of roles including airline sales, customer service, airport operations, customer relationship management, human resource management and executive leadership. Overall I’ve been working in the aviation industry for over 35 years. Could you briefly share with us the most challenging issues in HR Management and Training in AAL and what your airport has been working on to tackle these challenges? I think one of our big challenges is low staff turnover. While it sounds like a good problem to have, it also means you need manage expectations regarding career progression within the business because so few positions become vacant. You don’t want to stifle ambition. We manage this by growing the roles of each employee. It’s about empowerment, high engagement and cross-functional accountability so that employees are challenged within their roles and are fulfilled in what they do. As an example we have in place an Innovation Development team which encourages ‘fresh thinkers’ from across our business to look for innovative ways in which we can improve. What HR initiative do you believe has most supported AAL business objectives? I believe our Leadership Framework best demonstrates where we want to be as a business. This framework clearly articulates what great leadership looks like at Adelaide Airport by detailing leadership imperatives and key actions for each of the levels of leadership. The framework provides leaders with a shared understanding of our leadership expectations, a shared common language that binds leaders together and a structure for self-assessment and professional development. All of this is developed to support our core values of accountability, authenticity, integrity, respect, pride, diversity and trust, and to find a way to bring them to life. What are the distinguished points of AAL from other airports in terms of HR management? Or how different AAL is from others in terms of HR management? It’s hard to know what we may be doing differently from other airports. There are many other airports around the region coming up with great concepts to improve their HR management. One way to answer this is give an example of an initiative, in this case our ‘Moments That Matter’ program, which we feel has proven popular with our team and therefore contributed to HR management. Our people understand that our company values guide our behaviour and many Moments that Matter come from living our values when we come into contact with our customers daily. We conducted workshops across all departments where we focussed on our values and discussed how we contribute to the strategic plan by living our company values and document how behaviours and actions translate differently in some departments. We also discussed what our values look like in practice, by describing ‘Moments that Matter’ to our customers (both internal and external), giving an impression of great service. Could you share with us the HR core value at AAL? I would say our core value at AAL is ‘Our Promise to Each Other’, which was launched in 2014 as an ACI Asia-Pacific HR Bulletin – Issue 11 July 2016
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internal service charter. Our Promise describes the commitment, attitude and behaviours expected of us to maintain a culture of great customer service. Our Promise ensures we hold ourselves and each other to the highest standards and ultimately defines how we are perceived as a company. What do you think the Regional HR and Training Committee members could work more closely with the ACI Asia-Pacific Regional Office and ACI Global Training team to better address the training needs in the region? I think one way to improve relationships across the region and better address training needs is to create a program that facilitates some form of employee exchange program. We should look at developing more opportunities for staff to ‘walk a mile in the shoes’ of a like-minded industry colleague in a similar role at a different airport. This may be just for a few days or a longer duration. It is a great way to share information and experience different initiatives and values. We already have a similar internal program in place at AAL called ‘A Day in the Life Of’, in which individuals spend a short time in another department and gives them a better understanding of the tasks performed by their colleagues. What is your vision for the Regional HR Committee? I suggest we can better develop ways to share information and contribute ideas on various topics. It can at times be difficult for everyone to speak up on certain topics, so it may be that we invite two or three committee members at each meeting to provide a short synopsis and ideas on a topic before the discussion is opened up to the wider group. Any other things you would like to share with the ACI Asia-Pacific HR community in the region about AAL? I would just like to use the opportunity to highlight the importance of developing both internal and external partnerships, and how these two things connect. Adelaide Airport has developed a partnership approach to community engagement and our community investment. Our Community Investment Strategy is making a difference to the lives of people connected to the organisations we support, and in particular our employees are involved and personally invested in a multitude of community initiatives and events. Our employees have done everything from accompanying the Royal Flying Doctor Service on rural visits to promote public health initiatives, through to teaching people with disabilities how to surf. This creates tangible benefits in our community, and also within our organisation.
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HR Committee Met in Gold Coast >>back to top
The 7th ACI Asia-Pacific HR and Training Committee Meeting was held on 18 April 2016 in the Gold Coast, Australia. There were 11 members and 3 observers in attendance. The Committee welcomed two new members Ms. Florence Chung from Hong Kong International Airport and Mr. Won Park from, Incheon International Airport Corporation. During the Meeting, Ms. Justina Tan, Senior Vice President Human Resource, Changi Airport Group was elected as Chair and Mrs. Sue Doyle, Adelaide Airport Ltd was elected as First Vice Chair. The Second Vice –Chair was left vacant for the time being. The meeting agreed to merge the HR Committee and the Training Committee and renamed as ACI Asia Pacific HR and Training Committee. It was decided that only one member representative from each airport member will be represented in the Committee. There were presentations from Hong Kong International Airport and Wayne County Airport Authority on sharing best practices in topics of Employee Engagement and the comparison of HR Management Challenges for Direct employment and Subcontractor in airports. Mr. Juha Ala-Lipast also presented the AirPeople Survey through WebEx. The Committee also discussed the following topics which the Regional Office will follow up: 1) Define Goals for the year 2016-2017 – A survey will be conducted to define the theme/business goal for the next two years. 2) Study Group on subject of interest – A survey to be conducted to identify two topics and the participating airports for the working group. 3) Future Format on Regional HR Seminar – Regional office to consider the arrangement for HR Seminar and Airport Study Tour on an alternative basis so as to give different learning experience for Committee members. 4) Regional Office will liaise with Inchon International Airport and Abu Dhabi Airports Company for hosting the future committee meetings. The Committee thanked Ms Sonia Liu, Secretary of the HR Committee who will leave ACI shortly, for her hard work and dedication during her tenure of office as Secretary during her nearly ten years of service with ACI. A Farewell dinner was organized to bid farewell to Mr. Craig Shaw, the former Chair of the HR Committee. A plaque of Appreciation was presented to Craig by Ms Justina Tan, the incoming Chair.
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Incoming Chair of the ACI Asia-Pacific HR Committee, Ms. Justina Tan presenting an appreciation plaque to Mr. Craig Shaw.
Young Executive of the Year Recognized in Regional Assembly - Gold Coast >>back to top
ACI Asia-Pacific honored Mr. Sunil Kumar Munnangi of GMR Hyderabad International Airport Limited as 2016 ACI Asia-Pacific Young Executive of the Year at the Regional Assembly Meeting held in Gold Coast, Australia on April 19th, 2016. The overwhelmed Mr. Kumar started by thanking ACI for providing a competitive platform for passionate candidates like him who has come to the aviation Industry with a dream. He candidly admitted that he was not the only one swarmed over by a feeling of joy, but also the people with whom he share the personal association have joined him to be part of the ‘dream come true’ movement of his. He stressed that the recognition increased his confidence levels, gave him a direction but most all, an inner drive to contribute towards the growth of aviation industry in a much meaningful way. A total of ten submissions were received with Honorable Mentions going to Mr. Mohd Khairulfatin Zulhaimi of Malaysia Airports Holdings Berhad and Mr. Hideki Namiki of Narita International Airport Corporation. The candidates were required to submit research papers on ‘Effective collaboration and cooperation among airport stakeholders” and ‘Promotion of safety culture at airports’. The YE Award introduced back in 2009 has identified some very talented individuals, sharing their learnings, innovative ideas and solutions on how they would tackle our industry’s challenges. The Award strives to honor and recognize our industry’s younger generations.
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Mr. Sunil Kumar Munnangi of GMR Hyderabad International Airport Limited receiving his trophy and certificate from Ms. Angela Gittens, Mr. Emmanuel Menanteau and Mr. Dennis Chant.
Join us now! ACI Asia-Pacific Young Executive of the Year Award 2017
Who should participate? ANY airport executives, at or under the age of 35, currently serving in a middle management position and has a minimum of two-year experience in the field. Why should you participate? To be named as the ACI Asia-Pacific Young Executive of Year 2017 and showcase your brilliant ideas to tackle the challenges of the aviation industry! When is the application deadline? All submissions must be sent via email to young_executive@aci-asiapac.aero by 2 December 2016, 12:00noon, HKG Time (GMT + 8 hours) For more information, please click here.
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HR Recognition - Adelaide Airport Limited Took Top Honors >>back to top
ACI Asia-Pacific Human Resources Excellence Recognition 2016, an award which recognizes airports’ outstanding achievements in HR management went to Adelaide Airport Limited. They were honoured with Gold Recognition at the recent Regional Assembly Meeting in Gold Coast, Australia. The HR Excellence Recognition is a program initiated by the region in 2013 with an objective of promoting professional excellence in airport HR management. Aside from Gold Recognition, GMR Hyderabad International Airport Limited was honored with Silver and Yangon Aerodrome Company Limited took Bronze. Ms. Kerrie Mather, Chairperson of the Panel of Judges and Managing Director & CEO, Sydney Airport said, “The submissions received this year demonstrated excellent best practices in HR management and presented many very innovative HR projects which are driving airport business sustainability. The Panel of Judges was impressed by the submission presented by Adelaide Airport Limited. It showed proven contribution to the airport business by the HR function which clearly met the objectives of this program.” ACI Asia-Pacific would like to thank the members for the continued support to the regional recognition programs. The submissions of the three recognized airports are available on ACI Asia-Pacific website.
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AMPAP Journey – Submitted by Patty Therrios, Risk and Compliance Manager at Adelaide Airport >>back to top
Ms. Patty Therrios (third from the left) receiving her AMPAP certificate at the AMPAP Graduation Ceremony held in Gold Coast, Australia in April 2016.
As the Risk and Compliance Manager at Adelaide Airport Limited (AAL) leading an Enterprise Wide Risk Management Framework it is my job to facilitate organisation-wide risk management and to objectively assess risk. To successfully achieve this outcome I need to have a sound understanding of all airport operations in order to: 1. Ensure the context of the risk framework adequately delivers risk management outcomes in accordance with the organisation’s risk tolerance and appetite; 2. Enable constructive and effective facilitation of risk management; and 3. Achieve ongoing continuous improvement initiatives in the risk management space. AAL has an outstanding learning and development culture and actively promotes staff training. This is reflected by its’s sponsorship of the first ever Airport Management Professional Accreditation Program (AMPAP) Gateway subject hosted in Australia, at Adelaide, in July 2014 in partnership with the Australian Airports Association. This provided Australian Airport personnel with an opportunity to commence their participation on the program without the additional costs associated with international travel and accommodation. I was fortunate to be offered the opportunity to participate in the program given that I had only joined the airport in February 2014 and came from a non-aviation industry background. AMPAP is comprised of four mandatory courses and two approved elective courses from a wide range of applicable disciplines. It provides a comprehensive overview of airport operations, combining on-line and face to face learning to create an effective learning environment and an opportunity to build valuable networks with other airport professionals around the world. Whilst the required group work does present some challenges in terms of dealing with different time zones and languages this is all part of the learning experience and the benefits of cross airport collaboration on assignments far outweighs the time zone inconvenience. ACI Asia-Pacific HR Bulletin – Issue 11 July 2016
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Graduating in 2016, the program gave me a tremendous insight into airport operations with specific emphasis on aviation safety, security, facilities management, terminal operations, planning, environment and commercial management. The calibre of professionals delivering the various courses was another highlight with an amazing depth of knowledge and experience. When you add this to the knowledge and experience of those participating on the program it makes for an exceptional and dynamic learning experience.
31st ACI DNA Assistance Programme - “Air Service Development Seminar” Concluded in Gold Coast, Australia >>back to top
The 31st ACI Developing Nations Airport (DNA) Assistance Programme was held from April 21 – 22, 2016 in Gold Coast, Australia. The 2-day seminar focused on “Air Service Development” and it was well attended by 19 participants from the Asia-Pacific region, including airports in American Samoa, Federated States of Micronesia, India, Mongolia, Myanmar, Papua New Guinea, Samoa, Sri Lanka and Tonga. ACI DNA Assistance Programme is delivered in partnership with CIFAL Atlanta – United National Institute for Training and Research (UNITAR). Representing CIFAL Atlanta – UNITAR, Ms. Alrene Barr, International Business Director of Atlanta International Airport and Mr. Chris Young, Executive Director of CIFAL Atlanta gave the opening address and welcomed the delegates and instructors to the workshop. Two course instructors, Mr George Karamanos, Managing Director, KPI Aviation Marketing Solutions and Ms. Cally Ward, Senior Consultant for Airbiz Aviation Strategies presented on topics including airport/airline business relations; identifying the market potential for the airport’s location; overall airport marketing strategy to grow airline and non-aeronautical revenues; marketing support and financial incentives for route development and bilateral negotiations to create a successful environment for airline operations. With the accelerating growth of aviation worldwide, the need to increase airport excellence in the fields of management, economics, safety, security and operations in developing countries is also growing. In order for ACI to play an even stronger role and to increase the capacity already provided by the semiannual ACI Fund seminars, the World Governing Board approved the creation the ACI Developing Nations Airport Assistance (ACI-DNA) Programme to assist in capacity building. ACI Asia-Pacific HR Bulletin – Issue 11 July 2016
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Mark Your Calendar - Next DNA Workshops in Cambodia & India >>back to top
The ACI DNA Programme is organizing a workshop on Aviation Security in Siem Reap, Cambodia from 27 – 28 October 2016. The focus of the programme will be on “Passenger Screening” and will be held after the ACI Asia-Pacific Small and Emerging Airports Seminar.
A DNA workshop on Airport User Charges is scheduled for 4 – 5 December 2016 in Goa, India. The workshop will be held just before the “Investing in Airports” conference. For more information about the DNA Seminar, please visit ACI Global Training page at http://www.aci.aero/Services/DNA-Assistance-Programme.
ACI Training Course on Aviation Security Concluded in Mongolia! >>back to top
As part of the capacity building initiative of the Regional Office, an ACI training course on Aviation Security was successfully concluded at Chinggis Khaan International Airport, Mongolia. The training, held from May 16–20, was arranged by ACI Global Training at the request of the Civil Aviation Authority of Mongolia. 25 screeners of the airport’s Aviation Security and Guarding Service attended the training. Commenting on the training course, Mr. Badral Bayasgalan, General Director of “Chinggis Khaan” International Airport in Mongolia said, “I would like to extend my sincere thanks to ACI for accepting my proposal in organizing the training course for my staff member here in Mongolia. ACI’s training course is a great help to airports with limited resources and I would like to thank ACI for the arrangement.” ACI Asia-Pacific HR Bulletin – Issue 11 July 2016
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ACI Asia-Pacific Supports Youth Development in Advancing the Aviation Industry >>back to top
Aviation has always been appealing to the general public including a growing number of young students in Asia who want to be part of this fascinating industry. On 4 March 2016, ACI Asia-Pacific gave a presentation to a class of 30 students from the Polytechnic University of Hong Kong on Air Transport Economics, led by Dr. Achim Czerny, in support of the region’s aviation, a fast growing business driven by the strong economic development in many countries in the region. The presentation covered competition between airports, determinant factors of competition, forms of economic regulation for airports, airport concessions, and airport capacity planning and management. ACI believes in the importance of youth development in advancing the aviation industry. It was pleasing to see the strong interest amongst the students in the topics and plenty of questions being asked. This collaboration between ACI Asia-Pacific and The Hong Kong Polytechnic University is part of the regional office’s effort in supporting the development of future generation of aviation professionals. Dr. Achim Czerny said “University students sometimes express their concerns about boring lectures in school and a lack of relevant class lessons. Remember our time as a student; we all had similar concerns. The students really appreciated this opportunity to visit ACI Asia-Pacific to learn new insights about the strong future growth of the industry, the trend of airport competition, privatization, and regulation among other topics from highly experienced and knowledgeable experts in the field. I wish to thank ACI Asia-Pacific for their practitioner’s knowledge sharing with the students to enrich their learning experience and cultivate their interest in aviation industry. The Hong Kong Polytechnic University will launch a new programme BBA (Hons) in Aviation Management and Logistics in 2017. The success of this new programme in preparing the next generation of aviation professional to support the growth of aviation industry will largely depend on these sorts of collaborations.” Dr. Achim Czerny is the Associate Professor, Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, and currently serves as a board member in ACI Global Training Academic Advisory Board.
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ACI Global Training Course Calendar 2016 >>back to top
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Meet our New HR Committee Members >>back to top
Ms. Florence Chung – Executive Director, Human Resources & Administration, Airport Authority Hong Kong
Mr. Won Park, Director of Global Training, Incheon International Airport Corporation
ACI Asia-Pacific HR Committee Members >>back to top
Chair Ms. Justina TAN Changi Airport Group (Singapore) Pte Ltd.
First Vice Chair Ms. Sue Doyle Executive General Manager, People & Culture, Adelaide Airport Limited
Other members: • Mr. Ali AL AMIMI, Dubai Airports • Mr. Sultan AL MANSOORI, Abu Dhabi Airports Company • Ms. Florence CHUNG, Airport Authority Hong Kong • Ms. Rosemarie ERENETA, Manila International Airport Authority • Mr. Vincent HSU, Taoyuan International Airport Corporation Ltd. • Mr. Naoki KIKAWA, Narita International Airport Corporation • Mr. LUO Ji, Beijing Capital International Airport Co. Ltd. • Ms. Hind MAHMOOD, Bahrain Airport Company • Mr. MD Shamsuri MD ISA, Malaysia Airports Holdings Berhad • Mr. Won PARK, Incheon International Airport Corporation • Mr. A.S.K. REDDY, Delhi International Airport (P) Ltd. • Mr. Phourng SOCHEAT, Cambodia Airports • Ms. Sasisubha SUKONTASAP, Airports of Thailand Public Company Ltd. • Mr. Pierre COUTU, Global ACI-ICAO Airport Management Professional Accreditation Programme(World Business Partners)
To read previous issues of ACI Asia-Pacific HR Bulletin, please click here. To subscribe/ unsubscribe, please click here. ACI Asia-Pacific Region Unit 13, 2/F, Airport World Trade Center, 1 Sky Plaza Road, Hong Kong International Airport, Hong Kong www.aci-asiapac.aero ACI Asia-Pacific HR Bulletin – Issue 11 July 2016
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