Speaker Biograghy: Hetel Gokal currently works within the Environment and Strategy Division as the Business Improvement Manager responsible for delivering the Auxiliary Power Unit Usage Reduction Programme, which aims to improve fuel efficiency and air quality. Hetel joined British Airways in 2005, and specialises in implementing complex business change. She is an experienced Facilitator/Trainer in Lean and Continuous Improvement, responsible for leading several initiatives such as service recovery and overseas airport customer experience improvement. Her holistic business-centric approach and experience have enabled her to successfully mobilise organisational silos to work towards a unified goal. Qualified in business management, she has a multi-industry background and has worked on global programmes.


Day 2 - 19 April
Session: Environment and Sustainability

14:00 - 14:30 - Changing operational culture to deliver environmental efficiency and sustainability
Synopsis: There is increasing pressure for the airline industry to reduce its carbon footprint. Environmental experts see emerging aircraft and fuel technologies as the primary means of reducing aviation-related carbon emissions over the coming few decades. However, operational process improvement and culture change can potentially deliver massive benefits in the short to medium term while new technologies are developed and scaled up. In order to achieve operational efficiencies, traditional approaches to process improvement and culture change need to be augmented with strategies to implement practices that take environmental targets/incentives into consideration while protecting the customer proposition and health and safety.