Aéroports de Montréal (ADM) manages two airports, including the commercial airport of Montréal (YMX) and Montréal -Trudeau (YUL). With 600 employees working directly for ADM, but a wider YUL community of partners of over 28,000, ADM was faced with the challenge of delivering a single, excellent and consistent passenger experience that brought together the airport community and creating a culture that would enable ADM to meet its strategic priorities.
Whilst ADM had a generally good picture of employees’ views and the culture within ADM, very few touchpoints existed with the wider YUL community. We started by finding innovative ways to reach more community than ever before, combining traditional surveys with digital + offline engagement tactics.
Using these insights and the input of a representative Steering Group from across the YUL community (a first for them), we identified some of the key themes that emerged as areas particularly important to those working at YUL. Over the following months, we tested and refined these through a co-creative approach, working with colleagues of all levels from across YUL, from baggage up to the President of ADM, and CEOs of YUL partner organizations, such as Air Canada.
With this input, we were able to shape a desired Cultural Aim for YUL and a series of conditions for success underpinning it, which we then compared against the current state of YUL to plot where change was needed. We used a gap analysis to develop change strategy and tactical plan, including creative ideas across YUL.
Over the course of the program, we engaged more of the YUL community than ever before. Through a co-creative approach, we secured senior support and ownership of the project, whilst also building enthusiasm and engagement at all other levels. We worked closely with the ADM project team, steering group and executive level sponsors to finalise a strategy and plan that truly reflects the desired culture of the YUL community, and are now starting to roll this out across the organization.