Delay of the services/materials from the Suppliers. Coby also believes that effective relationships with suppliers are fundamental and he has been working hard on getting new structures in place at Heathrow over the past year. A project which saw client BAA buck the industry trend by driving a single team to successfully manage some very large construction risks, complex baggage systems and the integration of a myriad of critical IT systems. My parents for values and my wife Sally, for constant and unfailing support. (in concurrence with the Competition Commissions findings). 0000001706 00000 n The challenge for us all in addressing the lack of capacity in the South East is how we ensure the timely delivery of investment, says BAA chief executive Colin Matthews. One of the defining moments in the airport's recent history was the opening of its Terminal 5, which took place back in 2008. 2023 ZDNET, A Red Ventures company. BAA remains committed to making the investments needed to transform our airports and improve passenger service standards. The CCs report is expected by the year end. Not next quarter or next year. If your specific country is not listed, please select the UK version of the site, as this is best suited to international visitors. Do you believe in mentoring? As reported in ComputerworldUK, the T5 systems represented a massive business transformation effort for British Airways: The technology has let British Airways create what is believed to be one of the airline industrys first Order Data Stores (ODS). In Q4 we tended to have isolated projects supporting individual terminals, he says. If you're studying Surveying or Construction Management, or starting out as a Construction Cost Manager and need to plan or assess construction projects then this is the book for you. From ComputerworldUK : Terminal 5 has cost 0000002645 00000 n You could characterise Q4 as us having many relationships with our first tier suppliers and broadly point to between 300 and 350 people that we had relationships with. At each level of tree structure breaks the Project deliverables and objectives to more specific and measurable packages/work packages. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.io. Airline. The project phase as combined related project activities to achieve a logical outcome like major deliverables; these deliverables form the milestone throughout the lifecycle. Heathrow Terminal 5: a fresh approach to the Balanced Scorecard Recognise that technology is at the heart of everything an organisation does these days. Passionate about BA, hes survived huge corporate ructions over the last 12 years but did he ever consider quitting over T5? What is different here is that we are better able to articulate the risk profile of these programmes.. It represents a major step in the transformation of Heathrow and it is now a major gateway to the UK. Thats fundamental., Q. This is the proactive approach applied for sustainable issue. The [parliamentary] report makes clear the software for the baggage system is provided by BAA, their contractor Vanderlande and their subcontractor IBM. [British Airways CIO Paul] Coby says that even the construction of T5 involves: creating a small town with a full telecommunications network for the construction workers, merely to enable the terminal to be built.. Ensure the adequate resources (Financial, Expertise, Technology) are available to the organization. From the official brochure: Terminal 5's technical complexity matches its physical size. Heathrow Terminal 5: delivery strategy Acts as tool to Control the risks, like action taken towards a particular risk by choosing the appropriate Avoid, Accept and Mitigate, also provides that who is responsible for resolving the occurrence of the risk. When we landed at Heathrow Airport in London, we learned we had to pick up our luggage at baggage claim, go through customs , check also confirmed that it considers BAA to be a monopoly that should be dismantled Ive always said that the challenge to the IT department at BA is to do more with less and now the challenge is to do even more with even less. Breaching the contract terms and conditions, due to illegal activity from Suppliers (Eg: Information leakage), Failure of techniques/technologies used in the project ( Eg: IT System, Design, Data Management). A business case is required form of document, supporting an argument for a proposal of the desired Project like (Project Rationale, Scope, Objective, Deliverables, Assumptions, Considerations and Constraints, Financial Analysis, Critical Success factor, Option Appraisal). Heathrow Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. BA said the capability is facilitating the implementation of new business models and help[ing] the airline accelerate its transformation of the IT function into a business enabler to support key business goals and initiatives.. BA invested fairly early, back in 2002 to 2003, in BA.com, but its not as agile as wed like and our business colleagues are very keen to manage the way the site looks and its content without making fundamental -coding changes.. No, he says. Everyone in BA recognised that it does not matter to our customers where the problems were they paid good money, bought tickets from BA and deserved to have a great travel experience, which we did not deliver. Do you have a sport you practise? We are re-engineering the website via a project called Leapfrog. BAA will now use a single digital photograph to confirm passengers at the gate are the same as those that check in a system used in most other international UK airports. A. This almost-great Raspberry Pi alternative is missing one key feature, This $75 dock turns your Mac Mini into a Mac Studio (sort of), Samsung's Galaxy S23 Plus is the Goldilocks of Smartphones, How the New Space Race Will Drive Innovation, How the metaverse will change the future of work and society, Digital transformation: Trends and insights for success, Software development: Emerging trends and changing roles. system testing by BA as significantly contributory. Communication can also be defined as transfer of valid information from an entity to another, Purpose of a communication plan is to transfer of required information to the audience, associated with respect to those issue/updates/scenarios. To construct a state of the art Control Tower, designed to meet the demands of Air traffic control at Heathrow in the future. Lessons had to be learned. A final thought was that if youre not scared as a CIO, you either lack imagination or dont run the IT We have another big lever to pull when we open T5 at Heathrow and thats terrifying. Given that at 400 by 150 metres, this is the largest single span roof in Europe, it was a tricky operation. We provide telecommunications, systems and solutions to airlines, airports, governments and the UN, so if you check in at an airport or use a self-service kiosk there is a high chance that your agents screen, the kiosk or the baggage system and networks used will be provided by SITA. It was a matter of extreme urgency and Coby clearly used every resource, asset and influence to do that. called the terminals opening an occasion of national embarrassment. WebDeveloping Heathrow terminal five was perceived as crucial to meet the demand for travel and passenger growth. This is entirely down to Colin and Philip but we believe we have resolved all the issues with BAA. In approving the programme the CAA gave a green light for a 6.6bn package of programmes which Wolstenholme says will transform all of BAAs airports with 13 individual programmes of work. Deliverables: The outcome during the discussion for that meeting. The software means British Airways can now implement new business processes that bridge disparate global distribution systems and passenger service systems, enabling it to action sophisticated workflows against end-to-end customer orders. Capital Projects director Andrew Wolstenholme is in charge of delivering the challenges of post-Terminal 5 airport construction. Walsh set an example of leadership in his dealings with the Parliamentary Committee that every failed banking CEO in front of the Treasury Select Committee should follow. The facility, situated on a 251hectar site had 6000 people working on site at any one time (Health and Safety Executive, 2005). You need to expose yourself to as many different experiences and people as possible so I was fortunate enough to spend secondments in IBM and the Northern Ireland Office and as a speechwriter for ministers. * Sustainability of the Project in terms of environmental, social and economic factors. A. Testing RFID blocking cards: Do they work? My accountability is now to ensure that the end product is going to work on day one, explains Wolstenholme pointing out that in the past, responsibility for handover lay with a separate BAA corporate team. 0000003157 00000 n The activities lying on the critical path must to be given Priority by the management and supply resources if required. The systems incorporated in T5 severely taxed BA's planning, testing, and deployment capabilities. Smooth move HWrH+(o bb"lwNFtOJP-j* Vanderlande Industries is fully responsible for design, software development, manufacturing, installation, commissioning and integration of this baggage handling system. The closeness with which BA and BAA now -operate cant be overstated. The structural change that [BAA chief executive] Colin Matthews has brought in takes out an important handover at the beginning of the process and at the end of the process, he adds. agreed that the opening of Terminal 5 carried inherent risks. The airports authority wants any suppliers to maintain software quality by putting in place rigorous development processes and testing procedures prior to systems go-live. BA has come back from the brink before, however, and his mantra as a CIO has always been to cut costs, cut costs and cut costs again; find some IT innovation that will make a difference to the top and or bottom line and keep cutting costs. All this is set to change. It could not have been more different from the Civil Service I had seen the future and it worked. We had to, and the great customer satisfaction scores show that T5 is now running extremely well. From Computing: Training and familiarisation procedures were carried out for a year so that staff could test the new IT systems in place throughout the building. The King was also pictured touring a British Airways Boeing 787 Dreamliner and sitting in the Captains seat as he learned more about the fuel-efficient aircraft. Monitoring the project progress and performance, Status report to the Stakeholders in the form of Newsletter/Email/PPT. To export a reference to this article please select a referencing stye below: If you are the original writer of this essay and no longer wish to have your work published on UKEssays.com then please: Our academic writing and marking services can help you! Willie Walsh has said that BAs CIO and his team played a critical role in ensuring the software problems were resolved as quickly as possible. Risk of overseeing the specification, assumptions and requirement of the product during starting phase of design, Risk of including the extra cost due to complex design. * The competition from the other contemporary rivals like Charles De Gaulle airport in Paris and. Devices are deployed, connections are being integrated and 2007 will be testing year. unfolded that BAA and BA only held joint meetings after things began to go Minutes of meeting played an vital role to monitor if any issues occurred. T5, according to Coby, has many qualities that are similar to a factory, in that it aims to eliminate waste, simplify and streamline processes, create flow and create a culture of continuous improvement. He adds: Ill forgive people once for making a mistake but Id be very concerned if they make it twice. Heathrow Terminal 5 and Wembley are two high profile projects whichwere both for different reasons perceived as less than successful by the public. HEATHROW TERMINAL 5 Heathrow Terminal 5 Sign in or Register a new account to join the discussion. It would be nuts to says IT should determine which aircraft BA buys in 2012, but IT is in everything from crew rostering to data downloading to in-flight entertainment, Coby says. Share this article communication and preparation on the part of both BAA and British Airways. To construct sixty new aircraft stands inclusive of stands designed for the most advanced aircrafts like Airbus A380. Q. The baseline plan includes both schedule and resources, whether project is schedule overrun, resource allocation and budget status. Find the proposed structure for Heathrow Terminal-5, Organization Breakdown structure, Work Breakdown Structure, Project Hierarchy structure, Gantt Chart in the appendix 1234456. The Transport Select To divert the two rivers around the airport by incorporating many ecological enhancements. startxref I dont read the glossy magazines sent round by suppliers. The following week, when the A380 arrived for its first flight, many of us believed that Heathrow had turned a corner and that the bad publicity of recent years would turn into positive publicity, notwithstanding the importance of scrutiny as regards the expansion. * Meeting the airline company Requirements and Standards, British Airways being the only airline operating from the Terminal at initial stages. Terminal 5 (T5) was officially opened in the Londons Heathrow Airport in 2008 with an objective to increase the airports capacity up to 95 million passengers annually (Chan 2012). 5.. Its in character. To Increase the capacity of passengers flying per year by 30 million. Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. Failure of align in meeting the interests of individuals and corporations. It is absolutely fundamental when everything is so interdependent that we manage key suppliers and that doesnt mean you neglect your own direct area of accountability and people. The proposed standard form for Heathrow Terminal-5 Association of Project Management, which is been agreed and approved by the stakeholders for successfully achieving the Project. That must be true for every business nowadays, regardless of sector. It would be very foolish to assume otherwise. Gantt chart are also used as project status report, it helps in the project manager in gathering the information have the deliverables met as per the baseline plan. A. Heathrow says that it has sought advice from other airports around the world and learned lessons from opening Terminal 5, which was plagued by technical difficulties With consumers starting their search for new vehicles online, and even visiting showrooms and test driving cars virtually, Volkswagen Financial Services South Africa had to modernize their digital processes in order to keep up with demand. For some projects, people were asking for new systems to support their work, but we actually changed the process and brought no IT.. BA blamed the glitches on problems with "staff familiarisation", which had a knock-on effect on bags and flights. BA uses the lean model to assist the carrier to reduce overheads and manage the enormous task of handling business change and the massive integration challenge involved in this large-scale project. It includesplanningfor risk,identifyingrisks,analyzingrisks, developingrisk responsestrategies, andmonitoring and controlling risks to determine how they have changed ( Kerzner 2009). Yes. Risk of overrun of the budget due to improper scheduling, Risk of Schedule Slip. They argue that BAAs one customer at T5, BA, shouldnt be getting it in the neck but should instead be receiving massive recompense based on service-level availability penalty clauses. ", One baggage worker told the BBC the situation was "mayhem" and that the technical problems had been known about for some time. As the toast rack develops, it creates Heathrow East a new terminal building which will replace Terminal 2, The Queens Building and part of Terminal 1. parking. For historical reasons, the Stansted economic regulation report always comes a year later. BA says around 75m of these costs are for technology, while BAA invested at least another 175m in IT systems. Why did BAs CEO and Coby, now Global CIO and Head of Financial Shared Services, take such a high-profile approach? Spending 6.6bn efficiently and effectively over such a short period will be a tough challenge, not least as little of the work is straightforward and more often than not has phases which are deeply intertwined. Consider relationship interdependencies, internally and externally; Defines the Project structure for the organization. From AI to IoT, advancements, convergences, and new use cases are giving rise to new avenues for IT innovation across industries, thereby transforming the business landscape to come. However, this Business Report is to evaluate information system failures in London Heathrow T5 project and to evaluate the project management and operations Work in integrated team irrespective of their different organizations. Crisis management lessons from Terminal 5 By Sharon Stufflebeme, Managing Director, Technology Consulting and Sandip Shah, Managing Director, Technology Consulting. Terminal 5 BA.com now represents 50 per cent of UK sales by volume and it provides a cost-effective customer service, says Coby. Gantt chart key feature is that it focuses on Systematic approach rather than algorithm approach, Gantt chart is most effective form of graphical representation hence for Heathrow Trminal-5 such an tool helps you out in sorting your. As such, the amount it can charge airlines to use its facilities and thus the amount it must then plough back in to create new airport infrastructure is strictly governed and reviewed on a five yearly quinquennial cycle. BAA agrees that capacity constraints in the South East were limiting competition and that longterm policies are needed to drive the development of air transport. WebCentral waiting area in Terminal 5. Heathrow in focus:A.Terminal 1 - refurbishment of terminal building B.Heathrow East - new terminal to replace Terminal 2 and Queens BuildingC.Heathrow East - new satellite pier on eastern campusD.Terminal 3 - refurbishment of terminal building includes new forecourt and piazzaE.Terminal 4 - refurbishment of terminal building, also includes new piazzaF.T5 - British Airways homeG.Terminal 5c - new satellite terminal to be constructed, Stansted will have two programmes worth around 1.4bn assuming the regulator and on-going planning inquiry inspector grant approval. much hoping for the best BAA had engaged in prior to the opening of Terminal Heathrow Terminal 5 Risk Management British Airways CIO, Paul Coby, described the process changes the company is trying to incorporate into T5. First, there were technical software problems, but more significantly BAs challenge was integrating teams of staff, and it has been addressing this as a priority. [N]ational pride has been dented. Computer Weekly reports: Heathrow Airport owner BAA is pulling a biometric fingerprint system at the new Terminal 5 the day before the building opens to the public, after the Information Commissioners Office (ICO) raised concerns about the system. And so it proved, but many CIOs still question BAs decision to take the flak on T5. 3. WebTerminal 2 opening: three lessons Heathrow has learned from Terminal 5. 0000002867 00000 n endstream endobj 205 0 obj<>/Size 194/Type/XRef>>stream terminal The baggage system is designed as a complete black box that is provided to BA as the occupier of T5. The airline also handles mass disruption more effectively, he says. But after the deluge, when problems have been exposed and the bigwigs embarrassed by failure, time and money magically appear. The system was designed by an integrated team from BAA, BA and Vanderlande Industries of the Netherlands, and will handle both intra-terminal and inter-terminal luggage and will actually process 70,000 bags a day. A. To construct a Terminal-5 building, inherits all modern facilities while meeting the Environmental standards. Theres the bigger role with shared services and that includes performance, business intelligence, operational research, property and business metrics. In SITA we have a new technology lab looking at IT innovation and I am on the board of SITAs joint venture with Airbus called OnAir, which is pioneering on-board data and voice connectivity. Suppliers wanted to take on more risk where appropriate. Walsh shouldered the responsibility and was extraordinarily frank during the Parliamentary Transport Committees enquiry into T5. Gantt charts provide quick and easily understood means for describing the project activities, while network activities can also be determined like Critical Path and PERT. Avoid large scale cutovers whenever possible; Finally, make sure that the deliverables are specific has per the stakeholders and helps in identifying whether the deliverables are repetitive and overlapping. Weve reintroduced some 9/11 measures like the much hated Star Chamber where every single piece of expenditure gets looked at. A. The T5 debacle was a searing experience for everyone involved and it is clear that many lessons learned there were applied elsewhere. Customers dont care and nor should they if someone is directly employed by BA, SITA or Amadeus.. Bags are automatically read, screened and sorted to their final build location via two electrical HELIXORTERS. Complex Build Integrators will tackle complex, higher risk projects, typically worth between 30M and 300M. Significantly one of Wolstenholmes key programmes of work going forward at Heathrow will now be airline moves a programme with very little capital investment but recognised as crucial to overall infrastructure success. This is the year we put the IT infrastructure and systems in place to manage our people and passengers, he said. In an irony perhaps better suited to a BBC sitcom, the British Airports Authority recently solicited for software quality assurance vendors. 25+ search types; Win/Lin/Mac SDK; hundreds of reviews; full evaluations. Has Kansas City finally learned its lesson for KCI airport traffic By controlling how much BAA charges airlines and how much BAA spends on infrastructure, the CAA hopes to encourage efficient airport development. Most reports have focused on stranded customers, a crazed supermodel, and Queen Elizabeth's grand opening speech, which called the terminal "a 21st Century gateway to Britain.". If BAA is considered to be anti-competitive it could force BAA to sell assets for example Gatwick. Q5 will be successful if we have really transformed our airports - if people continue to say that was the best passenger experience..
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