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TAV Academy, the center for knowledge accumulation and dissemination  FROM LEFT TO RIGHT: SEHER SELEKLER / TAV Istanbul Human Resources Expert; GÖZDE TURAN / TAV Holding Human Resources Official Expert; ELİF IŞIK / TAV Istanbul Human Resources Junior Specialist; SİNEM TOKER / TAV Holding Training and Development Junior Specialist; İLKAY ERTEM / TAV Istanbul Human Resources Junior Specialist; MÜJDE ERDOĞAN / TAV Holding Human Resources Deputy Director; JALE ÜNVER / TAV Holding Training and Development Deputy Director; İLKAY EGEMEN / TAV Holding Human Resources Director; MURAT ORHAN / TAV Holding Human Resources Director with Responsibility for Foreign Projects and Wage Systems; GONCA AKSOY / TAV Istanbul Human Resources Expert; AYŞE ERGİN / TAV Holding Human Resources Junior Specialist; BÜLENT SARAÇ / TAV Operations Services Human Resources Chief; TOLGA DÜLGAR / TAV Istanbul Human Resources Director; AYCAN AYDIN / TAV Holding Human Resources Expert. With the programs they develop, the TAV Academy team facilitates professional, technical and personal development for members of the TAV Family while contributing to the spread of arising know-how throughout all the TAV companies. Herein lies one of the secrets of TAV’s dynamic synergy. Through a variety of collaborations, TAV Academy shares its developing knowledge with universities, civil aviation bodies and even the world aviation sector. Although TAV Academy was established in 2006--and therefore has a past of only three years--it has successfully carried out many major projects since its very first day of operations. TAV Academy trained 4,000 people the first year and last year this number rose to around 8,000. The reason for the TAV Group’s investment in employees can be better understood if one considers that “people” are its most valuable resources. Since the aviation sector is a very specific sector, both the technical infrastructure of employees and their relations with customers need to be perfect. However, TAV Academy’s aim is not simply to develop its employees’ behavioral, professional and technical capacities. Our training programs also enable the formation and promotion of new systems and the achievement of knowledge transmission within and outside the corporation. The TAV Academy Team The TAV Academy Team, which is affiliated to the TAV Airports Holding Human Resources Directorate, works under the leadership of Human Resources Director Özlem Tekay. Human Resources Director İlkay Egemen manages the processes of recruitment, performance management, organizational development and career processes. Jale Ünver, TAV Academy Deputy Director with Responsibility for Training and Development, is responsible for meeting the training demands of employees within the TAV Group and for planning the training programs. Ünver, who is extremely experienced in her field, also develops and presents these programs. Training and Development Assistant Sinem Toker provides support in the operational process of all training programs, the planning of development programs and is responsible for their organization. Toker is also responsible for coordination with external companies, relations with internal customers, the establishment and follow-up of systems and meetings with individuals regarding their training needs. “Orientation Training” Newly recruited employees are first subjected to an orientation program. During this three and a half day long training program, information is provided on the TAV Group. Training subjects then include civil aviation, emergency situations, job safety, quality awareness and interaction skills in customer focused service. Lastly, new recruits are assisted in adopting the team working philosophy of the TAV Group. “Personal Development Training” Customer focused service training consisting of three modules is provided within the scope of Personal Development Training. These are among the most fundamental training programs. Since it is well known that the quality of a service depends on the success of the person offering it, in the TAV Group equal importance is attached to both those who provide and those who receive services. The “Customer Focused Service Training,” which is compulsory for TAV Istanbul, TAV Esenboğa and TAV Izmir employees, consists of the following modules: * Efficient Communication * Quality Service * Difficult Customers Personal Development Training programs customized for the aviation sector are included under headings such as “emotional intelligence,” “coping with stress,” “communication with difficult people,” “time management,” “meeting management,” “safe behavior,” “influencing skills,” “fundamental management skills,” “coaching” and “guidance.” “Skills Management” and “Special Programs” TAV Academy implements customized programs for employees who exhibit high performance. The “Development Program for Future Airport Operators” is one such program. Skilled employees who perform highly are provided this training and then may be appointed to other required posts. For example, members of TAV who have undergone such training are among those managers appointed to airports operated abroad. Human Resources Director İlkay Egemen says that this program--which has aroused interest throughout the sector--has been developed with great care. This emphasizes that, by examining training examples around the world, they are keeping up with current trends to achieve perfection. The program has a very extensive scope: ranging from fundamental technical information regarding terminal operations to personal development training; from strategic management and planning to finance models; from risk analysis to internal auditing and budgeting. This training is later consolidated with on the job training.
Sharing the knowledge of individuals One of the most important missions of TAV Academy is to enable the transfer of knowledge that has accumulated in individuals to units that need that knowledge. Training programs are organized that make it possible for people to transfer the knowledge that they have accumulated in their fields of expertise to other departments or other TAV companies. Very valuable knowledge that individuals acquire during their work experience is thus freed from the monopoly of those individuals and is added to corporate memory. “Teamwork Training” Teamwork training is among the compulsory training programs for TAV employees. TAV Holding Training and Development Deputy Director Jale Ünver emphasizes the importance of this training: “First and foremost, the TAV Family and the employees of TAV Academy believe in being a ‘team.’ This is a belief that extends from the smallest unit to the whole family. Because of the nature of our job, we need to be the links of a strong chain; there is no room for weak links. Everyone must be strong in what they do. It is not sufficient to be adept at one’s job. Nor is it sufficient to be friendly. What is necessary is to be adept and friendly in a way that covers both aspects. It is this approach that brings success to companies in all fields of the service sector, without exception.” “Mentorship” and “Customized Training for Companies” The corporate mentorship program is also among the special programs of the TAV Academy. People who have been working at TAV since its foundation and who have become the doyennes of the sector act as consultants. These consultants, who represent different areas of expertise, contribute to the development of employees on relevant subjects, via one to one mentorship meetings. TAV Academy develops and presents customized training programs to the companies within the TAV Group in accordance with the fields in which they operate. For example, among the most successful projects of the TAV Academy is a training project based on the concept of “empathy” that has been specially developed for TAV Private Security. Within the scope of this project, 1,000 people have received training and the training was offered entirely through internal resources. A total of 43 sessions were held and a role-play session was also carried out. Security officers were asked to play the role of the passenger and they were thus enabled to establish better empathy with passengers. Collaborations with universities The first leg of TAV Academy’s collaboration with universities concerns human resources. The objective is to achieve not only the transfer of “know-how within the corporation,” but also its continuity through work conducted with universities, as well as to produce new knowledge and invest in the human resources of the future. The book entitled Introduction to Terminal Operations, prepared in conjunction with Kocaeli University, provides an excellent example of this approach. Training in human resources was also held at the Kocaeli University Civil Aviation Vocational High School. Members of management at TAV carried out seminars in their fields of expertise at Kapadokya Vocational High School and collaborated with universities under the guidance of the TAV Academy. In these collaborative trainings, TAV Academy has also prepared training programs for managers. For example, last year a special program was implemented in conjunction with Boğaziçi University and managers were able to develop their knowledge of English. Knowledge transfer among companies within the TAV Group TAV Academy achieves synergy by fostering a mutual exchange of the know-how accumulated within TAV companies. For example, in Georgia and Tunisia, where TAV Airports is responsible not only for the terminal but also for the ramp, Havaş was asked to share its knowledge on the air side. By organizing this transmission of knowledge, TAV Academy triggers the development of synergy among TAV companies.
Knowledge transfer from the world to the TAV Group TAV Academy also pursues collaborations on an international level. Among these is a collaboration initiated with Airports Council International (ACI), one of the most extensive and prestigious networks in the aviation sector. ACI aims to develop training programs by collaborating with world-wide doyennes in the aviation sector and to share valuable knowledge throughout the sector. ACI is also establishing training centers in different parts of the world, in airports that are equipped with the skill of integrating their operational success with training. In 2007, within the framework of the collaboration between TAV Academy and ACI, the Istanbul Atatürk Airport became ACI’s training center in Turkey. Teams from local and foreign operations of TAV Airports Holding are able to participate in the training programs open to international participation organized by ACI in Istanbul, thus contributing to the development of a strong knowledge network. Knowledge transfer from the TAV Group to the world aviation sector Since its foundation, TAV Academy has covered a great deal of ground in fulfilling its role as a center for knowledge accumulation and dissemination. The knowledge it has acquired through TAV Airports has reached the degree such that the world has begun to request this knowledge. In order to take advantage of the extremely valuable know-how of TAV Airports, which has the ability to present under a single structure integrated services in the aviation sector, ACI has begun to invite TAV managers to hold international seminars and training programs. Corporate memory As of January 2009, in order to document the work it completes and to form a corporate memory for use in training programs, TAV Academy has begun to employ the Oracle training module. Everyone has his or her own page on this module. Before the beginning of the year requests are compiled from these pages and analyzed one by one. A training catalogue on the basis of companies is thus formed and then published. E-Gazette Within the framework of keeping corporate memory alive and achieve continuity of knowledge transmission, TAV Academy shares the work it carries out through the e-Gazette with all TAV employees on a monthly basis.
OBJECTIVE I have been working at TAV Airports Holding for eight years; I began as a Data Processing Operator and last year I was appointed Data Processing Chief. I currently manage a team of 12 people. Our objective is for customers who enter our car park to park their cars and then leave without experiencing any problems and feel content. To achieve this, it is necessary for the system and personnel to work efficiently and problem-free. When we receive a customer complaint, we check where the problem derives from, find a solution and strive to prevent a repeat of the problem. Apart from busy periods such as holidays, it is generally quite easy to find spaces in the car park. We experience busy times, especially during the Hadj period, and take additional measures in order to meet customer expectations. The issue of critical importance is that customers should be able to leave without experiencing problems or long waits. DUTIES The preparation of reports constitutes one of my main duties. We prepare daily reports on car park income. Moreover, we also try to solve any problems that data processing operators or cash group personnel may have. If management requires a particular report, we are responsible for preparing that report. Apart from daily reports, we also prepare end-of-month performance evaluations. We prepare reports on many subjects. For example, the income deriving from customers with tickets and from subscribers are calculated separately. I prepare these reports and present them to our operations manager. These reports provide information on where we were before, where we are now and what we wish to achieve. They also provide guidance. They therefore directly influence business decisions. That is why we carry out a job of critical importance, which affects the profitability of our corporation and its efficient operation. DEVELOPMENT PLANS and FUTURE OBJECTIVES I am a business administration graduate, but I am working on a second degree, in order to continue developing myself. I am currently studying computer programming via e-education at Trakya University. I also attend training programs organized by our corporation, including customer focused training and certificate training on software technology. TAV Airports is developing and making progress in a rapid but decisive way. Their success in the international arena is a real source of pride for us and I am happy to be a part of this family. As a member of the TAV Family, I want to be a part of TAV Airport Holding’s future success and to develop my career. |
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TAV-Academy | knowledge-accumulation |