Welcome to HeathrowJane Smith – Head of Performance and Engagement

Heathrow Airport Ltd

Heathrow’s Engagement Journey

Facts about Heathrow Airport

Where our Journey started - the case for change

It’s all about Mojo!!

How it’s making a difference?

The next steps in our Journey

Mojo in action

Facts about Heathrow…UK’s gateway to the world

Our passengers

RegulationFinancials

• World's best airport terminal (T5) fifth year in a row

• Best airport in Western Europe -second year in a row

• World's best airport for shopping - for the seventh year

• Best Major Airport in Europe 2015 and 2016

• Eco Innovation Award 2015

Heathrow’s World Class Service

• Carbon Trust Award in 2016-four certifications- First airport and fifth organisation in the world

Our Successes

Interesting facts in our retail operation

Where our Journey started the case for change

Key challenges with engagement had arisen from a multitude of reasons:

Change of ownership and a previous public sector culture with a strong

TU voice to a more resilient and commercially focused business

‘Snow gate’ – a heavier than anticipated snow fall led to closure of the

airport and significant reputational damage

Sale of all other airports as required by the Competition Commission

Refocusing the airport towards giving excellent service at all stages of

the passenger journey including through security

Colleagues having great pride in working at Heathrow but with little

emotional connection and responsibility for the business outcomes

Historical poor engagement survey response levels and results

2013 results

11

Our promise to colleagues:

• Wanting 80% of colleagues to believe that Heathrow’s a great place to work.

• Helping our people fulfil their potential and work together to lead sustainable behaviour

change with energy and pride.

• We work with colleagues to be proud of where we are, excited and challenged by our

environment.

• Building teams that people admire, want to join, and provide great career opportunities

supported by some of the best development.

It’s all about the Mojo!!

Purpose & Values We started with the end in mind…………………….

• Our Exec went though Purpose and Values workshop

• Cross-functional Purpose and Values leadership teams convened

• We shared the work going on with the business

• We held Focus groups across the business

• We engaged a high level of colleagues 1,015 people

• The end point ….our new Purpose and Values

• We then trained 992 Leaders

“They said we did…”

We did:

Listened to your views through

focus groups across the company.

And subsequently:

- Developed a new voluntary

benefits package - Advantage

- Overhauled the Heathrow Star

recognition scheme

- Launched a new Share in

Success scheme

- Introduced the Deal

“We want to be rewarded

and recognised for a job well

done”

Reward point card

Saver Plan

Recognition scheme

Benefit Scheme

Psychological Contract

Performance approach

What’s going well?

• Heathrow partners ‘Life Time achievement’ award

• Our Calendar of event - our officially birthday

• Duke of Edinburgh - Diamond Anniversary fit bit challenge has

created a great ground swell of activity and Community spirit

• Our new Induction and on-boarding - over 350 new colleagues

attended in 2016

• Well being is now a hot topic -‘Being well’ calendar has been

positively received. Also experiencing new Mindfulness room in

Compass center

• Trial of massage chairs in the terminals…

- First of all thanks for sending the massage chair to

- Terminal 4. We have put the massage chair in the main

- security rest room and all the colleagues are using

- the chair. All the feedback from the security officers

- has been very positive.”

- Ash Sharma, T4 Health & Safety Lead

What else do we do?

Heathrow’s World Class Service

Passengers who rate their experience through

Heathrow as ‘very good’ or ‘excellent’:

2007 2016

47%

82%

T5 opens T3 & T4

upgradedLondon

2012T1 closesT2 opens

71%

77%

72%

3%

65% 65%

80% 80% 80%

2013 2018 2014 2015 2016 2017 2018

60%

70%

80%Stretch

% respondents who strongly or slightly agree

2014 supporting KPI:

“I am proud to say I

work at Heathrow”

Top KPI: “Heathrow is a great place to work”

2014 entry level

target for new

KPI. No actuals

available

KEY

Actual

Target

Outturnat Sep-15

V6.0

Colleague engagement KPI– “Great place to work” 80%

Next Steps in our Journey …. Using technology

Increase our culture of open

dialogue

“Building confidence that feedback is

listened to and acted upon”

Greater connection between our colleagues & passenger experience

“Where a service culture will flourish”

Build a more Empowered

culture built on trust and

recognition

“Building belief in our future together”

Digital platforms

will help provide

real-time feedback

More meaningful

connection between

colleague &

passenger feedback

Greater freedom to

make a difference and

‘speak up’ about our

change

Extending our

Passion for

Mojo!

Mojo in Action

All 2Gether Now video

24,000 people from over 160 organisations are keeping Terminal 2 running smoothly every day. All together. Watch the video below

http://heathrow.kulu.net/view/By1jl7OvI5Z