N E W S L E T T E R F O R T H E E M P L O Y E E S O F L O S A N G E L E S W O R L D A I R P O R T S

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New Strategic Plan

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Getting to Know

My Best Shot

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LAWA Unveils New Strategic Plan

LAWA’s new Strategic Plan was unveiled at lively employee forums on November 14 and 15 at LAX and VNY. The events welcomed employees from every division to enjoy each other’s company and learn about the plan’s details and goals. The plan includes mission statements and vision statements, goals with accompanying objectives, and core values that underpin the plan.

The events started with the reveal of LAWA’s new vision statement, “Gold-Standard Airports – Delivered,” and a new mission statement, “To serve the world – connecting people, places and cultures.” To fulfill that mission, the strategic plan calls on LAWA employees to safely and securely bring people together and to connect Los Angeles with a global society; to serve global customers and local communities; and to enrich the quality of life for individual travelers, the community and the region. These elements are guided by LAWA’s five core

values of service, respect, collaboration, creativity, and stewardship.

Achieving the vision for LAWA requires meeting the plan’s four strategic goals. The first, “To expect and support organizational excellence,” relies on recruiting and retaining great staff while building a culture of collaboration, communication and creativity.

“Airports are the biggest team sports,” said LAWA Chief Executive Officer Deborah Flint, describing the collaboration already taking place throughout LAWA. Director of Airports Administration Paula Adams discussed the need for retiring employees to share their knowledge with incoming employees, and reported the creation of a “Millennials Club” as a forum to facilitate that.

The second strategic goal, “To innovate to enhance security, efficiency and effectiveness,” focuses on

SEAT SUITE — Members of LAWA’s and ICF’s executive team kick off the first of five employee forums on Nov. 14-15 to announce the LAWA Strategic Plan, from left to right: Chief Experience Officer Barbara Yamamoto, Airport Police Chief David Maggard, Deputy Executive Director of Homeland Security and Law Enforcement Patrick Gannon, Director of Airports Administration Paula Adams, Deputy Excutive Director for Facilites Maintenance & Utilities Group David Shuter, ICF Vice President Nick Davidson, Deputy Executive Director of Planning & Development Cynthia Guidry, and Chief Operating Officer Samson Mengistu.

November 2016

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recognizing and bolstering efficient processes throughout LAWA, as well as protecting the well-being and safety of our airport community and guests. Airport Police Chief David Maggard highlighted a new innovation — APD’s Emergency Phone Line at (424) 646-7911 can now accept text messages. Deputy Executive Director for Homeland Security and Law Enforcement Patrick Gannon reminded attendees that “Security is all of our business.”

The third strategic goal, “To deliver facilities and guest experiences that are exceptional,” drives our efforts to consistently deliver gold-standard guest experiences. Chief Experience Officer Barbara Yamamoto reminded attendees that “how we treat people, and how we make them feel, is incredibly important,” as a central component of delivering exceptional service. Speaking to facilities, Deputy Executive Director for the Landside Access Modernization Program (LAMP) Roger Johnson described how four “fact-finding” delegations from Singapore’s top-rated Changi Airport visited LAX “for pointers on how to build a terminal,” in reference to LAX’s acclaimed Tom Bradley International Terminal.

The fourth strategic goal, “To sustain a strong business,” means not only making a continued commitment to strong financial management, but also recognizing the fiscal and environmental

impacts we make on the regional economy. Deputy Executive Director for Environmental Programs Samantha Bricker framed this goal in the context LAX’s $5.5-billion LAMP project, specifying the need to guide the project forward while concurrently putting in place strong environmental sustainability guidelines and policies.

“LAMP is truly going to be a team effort,” Bricker said. VNY Airport Manager Flora Margheritis also noted VNY’s noise mitigation achievements through the voluntary “Friendly Flyer” program, which achieved a 96 percent compliance rate.

The strategic plan is the product of a Design Team comprised of 16 LAWA employees representing a cross-section of divisions, with guidance provided by ICF International, a consulting firm. The Design Team received input from key external stakeholders and approximately 500 LAWA employees who participated in an Advisory Group and several focus groups, as well as responded to an online survey. Over 1,300 employees on all shifts attended the employee forums held at various locations at LAX and VNY.

More information about the Strategic Plan can be found at: http://insidelawa/ExecDirector/homepage.aspx?folderid=22355

New Strategic PlanContinued from Page 1

FRIENDLY FACES — From left: Airport Guide II Joshua Brown, Management Assistant Joanna Thomas, Management Assistant Gloria Feng, and Sr. Systems Analyst Michael Torres welcomed employees to the forum.

STRATEGIC INTENT — From left: Airport Maintenance Supervisor III Keith Smith, Public & Community Relations Director Diana Sanchez, Superintendent of Operations III Catherine Berger, and Superintendents of Operations II Wayne Britton and Lowell Carson listen to the strategic plan presentation at the VNY employee forum.

DEVELOPING TIES — New LAWA Chief Development Officer Bob Gilbert (left) talks about future projects with Maintenance Laborer Deegoda Gunapala (center) and Carpenter Vincent Moutsatson.

BUILDING CAMARADERIE — Director of Airports Administration Paula Adams (center) discusses the employee forum with Window Cleaners Carlos Deveaux (left) and Douglas Sallie (right).

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Exploring LAWA LAWA Signage & Graphics Unit

Imagine you’re one of the 74.9 million guests who passed through LAX last year, and you’re in the middle of an unfamilliar airport with no idea where to go next. If you’re like most people, you lift your head to find way-finding signs and graphics to help you navigate. Who’s responsible for updating, revising and providing oversight for those signs? That would be LAWA’s Signage & Graphics Unit (SGU).

The Signage & Graphics Unit is part of the Terminal Planning Division under the Planning & Development Group, and is LAWA’s graphics support team for both LAX and VNY. Their core mission is to provide graphics services that directly benefit the traveling public. Much of SGU’s work appears in the terminals, on roadways, in parking areas and on LAWA vehicles. You’ve also seen their desktop publishing work if you’ve ever picked up

LAWA is a large organization, which makes it difficult to know what every team in each division and airport does, let alone where to find them. To help foster collaboration and improve communication throughout the organization, we’re launching “Exploring LAWA,” a section devoted to highlighting teams that you otherwise may not meet during your normal workday. If you’d like to feature your team in a future Aerogramme issue, please email aerogramme@lawa.org.

an LAX Travelers Guide or a FlyAway® bus schedule.

“The work at LAX is very challenging because it is a very dynamic environment,” says Graphics Manager Diane Imori. “So much is in constant change due to ongoing construction, new tenant and airlines doing business at the airport, and implementation of new and changing programs that incorporate the heavy use of directional and identification signs.”

Including Imori, the team consists of six members: Graphics Supervisors Eric Ly and Zachary Thompson, and Graphic Designers Sofia Park, Albert Wang, and Maggie Yu. They all share the work load, which reached over 1,200 signs this year alone. In addition to signs, the unit also assists divisions with desktop publishing and design, such as maps, factsheets, and publications, including the Aerogramme.

Los Angeles World Airports welcomes the following new employees who started work recently:

Jesse Adams, Senior Administrative Clerk – Human Resources Services

John Ahn, Jason Markowski, Construction Inspector – Construction Inspection Division

Enrique Alcala, Instrument Mechanic Supervisor – Central Utility Plant

Gabriel Alday, Warehouse & Toolroom Worker – Procurement Services

Teresa Arizaga-Genera, Cindy Blunt, Jeneisha Calhoun, Raymond Campos, Jose Gallardo, Lelani Shirley, Patricia Smith, Lester Valdivia, Security Officer – Airport Police Division

Jessica Baker, Chief of Airport Planning – Capital Programming & Planning

Thomas Black, Carpenter – Building Repair

Idella Charles-Banks, Accounting Clerk I – Revenue Audit & Payroll Operations

Myeisha Clemmons, Bus Operator (Half-Time) – Operations & Emergency Management Group

Kyla Durrell, Accounting Clerk I – Human Resources Services

Nichole Evans, Management Assistant – Environmental Programs Group

Hiran Fernando, ASO I – Guest Services

Jenny Ann Galandeynes, Tiana Maulupe, Administrative Clerk – Human Resources Division

Jesus Gomez, Electrical Craft Helper – Facilities & Technical Services

Lamont Tyree Green, Alexandra Hurd, Airport Police Officer I – Airport Police Division – Sworn Officers

Cheryl Hale, Rodney Smith, Building Operating Engineer – Central Utility Plant

Richard Hanson, Anahit Orbelyan, ASO I – Airport Operations Services

Dang Lim, System Programmer II – Information Management and Technology Group

Chelsi Lofton, Administrative Clerk – Airport Police Division – Civilians

Ryan Ly, Giannini Rodas, Student Professional Worker – Business & Job Resources

Rhonda Renee Maxey, Management Analyst II – Airport Police Division - Civilians

Charles Messer, Plumber – Facilities & Technical Services

Douglas Mills, Arianna Simonet, Ammons Smith, CASW – Human Resources Services

James Owen, Environmental Specialist – Landside Business Management

Sonia Sneed, CIR II – Maintenance Incident Command Center (FMG)

Eric Brian Talley, Electrician – Facilities & Technical Services

A R R I V A L S

TAXI LANES — The unit’s work is found throughout LAX, including this taxi zone marker outside Terminal 1.

BUSING AROUND — The Signage & Graphics Unit’s designs wrap airport buses that transport passengers from remote gates to the terminals.

TICKET TO RIDE — In addition to CTA signage, the unit’s work also helps direct guests within the terminals to airlines and services.

ONT Transferred To New AuthorityOn November 2, after nearly 50 years as part of the Los Angeles World Airports family, Ontario International Airport transferred to the Ontario International Airport Authority (OIAA). The signing ceremony took place inside Terminal 4 adjacent to ongoing passenger traffic. The event was attended by public officials from the cities of Los Angeles and Ontario, the U.S. Senate and Congress, and California state and federal agencies.

“Transferring Ontario International Airport was a historic process requiring tremendous cooperation, teamwork and collaboration,” said LAWA Chief Executive Director Deborah Flint. “I’m proud of the work that was done by ONT staff, the OIAA and FAA officials, and am grateful to all of the airport staff, airlines, tenants, local businesses, community leaders, and travelers who have supported ONT while under LAWA’s care.”

“There were numerous LAWA employees from almost every division participating in this unprecedented transition effort,” said Ontario Airport Manager Tim Ihle, who coordinated the activities on LAWA’s behalf. “The teamwork between LAWA and OIAA to ensure the smooth transfer of ONT was nothing short of exceptional and everyone’s efforts were greatly appreciated.”

ONT Contracts Disengagement Coordinator Martin Obregon praised his team for working tirelessly to ensure existing vendor relationships with LAWA would be legally ready for their transition to the OIAA.

“This was a cross-functional team effort, and I was delighted with the team’s level of commitment and responsiveness,” he said.

The transfer process began August 6, 2015, when the cities of Los Angeles and Ontario settled a lawsuit that allowed the transfer to occur with approvals by the Board of Airport Commissioners, the two city councils, the Federal Aviation Administration, and the Ontario International Airport Authority, which was formed in 2012. Approvals were received early this year.

DOTTED LINE — Local, regional and national dignitaries witness the signing of documents transferring Ontario International Airport to its new authority. Standing, left to right: California State Treasurer John Chiang, Ontario Mayor Paul S. Lyon with plaque, U.S. Representative Norma Torres, U.S. Representative Ken Calvert, U.S. Representative Grace F. Napolitano, Los Angeles Mayor Eric Garcetti, Los Angeles Board of Airport Commissioners President Sean Burton, LAWA Chief Executive Officer Debora Flint, and former Los Angeles Dodgers Coach Thomas Lasorda. Seated, left to right: Ontario Councilmember and Ontario International Airport Authority (OIAA) President Alan D. Wapner, FAA Administrator Michael P. Huerta, and OIAA Chief Executive Officer Kelly J. Fredericks.

ENSEMBLE CAST — From left: Senior Clerk Typist Diana Valencia, Airport Guide Lori Teague, Airport Police Sergeant Nigel Smith, and Airport Guides Sue Prophet, Robbie Reyes, Aymee Cruz and Teresa Braden celebrate the occasion with food, drink and good company.

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Aerogramme is published monthly by the Public Relations Division to cover developments at Los Angeles World Airports.Send news items via e-mail to Aerogramme@lawa.org, or by U.S. mail to Los Angeles World Airports, P.O. Box 92216, Los Angeles, CA 90009-2216; or telephone (424) 646-5260.

Editor .................... Frederick Badlissi

Graphic Designer ............... Maggie Yu

As a covered entity under Title II of the Americans with Disabilities Act, the City of Los Angeles does not discriminate on the basis of disability and, upon request, will provide reasonable accommodation to ensure equal access to its programs, services and activities. Alternative formats in large print, braille, audio, and other formats (if possible) will be provided upon request.

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My Best Shot

ALOHA — Managing Director of Media & Public Relations Mary Grady submitted this shot of the sunrise at Haleakala volcano on the Hawaiian island of Maui. Also known as the “East Maui Volcano,” it comprises over 75 percent of the island’s total land.

LAWA Awards Contracts To EnhanceLAX Guest ExperienceBy Barbara YamamotoChief Experience OfficerGuest Experience Team

If you attended one of LAWA’s recent employee forums, you should have seen one of the four goals in LAWA’s new Strategic Plan: to deliver facilities and guest services that are exceptional. It’s a big goal, and meeting it won’t be easy, because there’s no single “silver bullet” that will propel LAX to the top of guest satisfaction rankings.

But at LAWA, we don’t shy away from challenges, big or small. From building amazing new facilities to providing exceptional services, innovation, and improved efficiencies, there’s one element that sets us apart from other airports: our people. It’s our people who drive these improvements while delivering exceptional performances along the way.

People – and yes, I’m talking about you! – will always be an essential part of the guest experience, whether it’s assisting

someone through a terminal, keeping our facilities in excellent condition, or designing and building the next great piece of LAWA infrastructure. You’re part of an airport community, and you know that the way we treat our guests, and how we make them feel in the process, is a critical part of our mission: to connect the world to people, places and cultures.

To help you and your community deliver those exceptional facilities and guest services (all 3,500 LAWA employees, in addition to 50,000 badged employees), the Board of Airport Commissioners recently approved two contracts for guest-centric airport-wide training,

mystery shopping and an employee appreciation program. These contracts mark a big milestone. They are the first of their kind for LAWA, and reflect a commitment to providing one of the most strategic and comprehensive airport-wide programs specifically designed to ensure service excellence through airport-wide engagement. With this milestone, all of us have been given a great opportunity to deliver gold-standard airports to our guests.

So get ready, as we all gear up to create consistent exceptional experiences that make our guest visits efficient, hospitable and memorable!

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