Consultation with the industry demonstrated that a T5 Agreement style cost reimbursable procurement process would not be suitable across the board in Q5. What lessons were learned from this project? The computer cannot cope with the number of bags going through.". %PDF-1.4 % A. The business case is used as decision making tool for the Proposed project, whether the Project is feasible or not Go/No-Go decisions. Thats unheard of at BA and again, Coby says its due to a fully-functioning, integrated T5. Civil Aviation Authority (CAA) BAAs operations at Heathrow, Gatwick and Stansted are regulated by the CAA. Also compare the actual costs and progress experienced with the costs and progress planned. During the inquiry it Yes. The best AI art generators: DALL-E 2 and other fun alternatives to try, ChatGPT's intelligence is zero, but it's a revolution in usefulness, says AI expert. 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. A passenger told the BBC: "Apparently the computer software told the baggage people that the flight had taken off. So everyone in the plane just watched as all their suitcases were taken back into the terminal instead of being loaded on. He apologised to customers, and Coby mirrored the approach soon after when he spoke at a Forrester Research event, saying: BA as a company apologises for the problems that we may have caused many of you travelling through Terminal 5. These will facilitate cooperation and coordination. Writing on his blog, the foreign secretary said he had been harangued at a gathering of EU foreign ministers, days after the terminal's opening was marred by a botched baggage handling operation and multiple flight cancellations. See a whole year of Reward Seat Availability on one page at SeatSpy.com, Virgin's festive Upper Class fares now on sale, Live life in the fast lane with Avis Preferred, Connect with Business Travelers Worldwide with MeetWiv, Lufthansa operates A380 to Bangkok this winter, To see our latest subscription offers for Business Traveller editions worldwide, click on the Subscribe & Save link below. Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. He reiterates the criticality of understanding and recognising where suppliers fit in your universe and recognising that you have different sorts of suppliers, like Amadeus for reservations, and SITA for our networks. Its a tribute to how well the whole thing is working together. The activities lying on the critical path must to be given Priority by the management and supply resources if required. v^ZXj2{rezl1nsusYl6.fw3wbI=wbK_. WebFind out the terminal your airline uses at Heathrow. 0000002100 00000 n 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. Considering these the risk assessment is done for Heathrow Terminal-5: Awareness of the Project to both the customers and stakeholders. trailer Additionally, Biman Bangladesh Airlines will also be moving from Terminal 3 to Terminal 4 from 29 March. Airline terminal moves - From 23 March, Air France and KLM are moving their operations from Terminal 3 to Terminal 4. Effective agreement for HT-5 was achieved by using the Contract type NEC3. Should encapsulate the roles of Contractors, Cost controllers, Schedulers, Risk manager, Operations and Control as an when required during the Project life cycle, Level of participation as designed by Project Leader, Responsibility matrix for Heathrow Terminal in the Appendix, To communicate effectively with better understanding of the project among the Stakeholders, Project managers, Project team members there shall be standard procedures to be followed in a Project management context. 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. Capital Projects director Andrew Wolstenholme is in charge of delivering the challenges of post-Terminal 5 airport construction. We are where we wanted to be on day one and have statistics to prove it. Still there may be some accidental positives. Coby says that blame doesnt help fix a problem, but understanding that problem does. CEO Colin Matthews joined BAA just prior to T5 opening. Since 2006, BAA has been developing its third generation capital value procurement strategy with which to roll out its forthcoming programmes of work. WebHeathrow Terminal 5 is a historical passenger terminal construction story for a number of reasons: it took 19 years to complete, the check-in desk solutions are renowned for their ergonomic, space saving configuration, and there were substantial teething problems over its inaugural opening month 42,000 bags travelled separately to their owners. 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. But the airport insists it's learned its lessons. Make time for my family, write Roman history and model 19th-century German railways. Miliband said a furious EU ministerial counterpart, whose bags had been lost at T5, had asked him to reprimand BA and BAA. We had to, and the great customer satisfaction scores show that T5 is now running extremely well. This is the year we put the IT infrastructure and systems in place to manage our people and passengers, he said. A. This paper analyses a case of information system failure the London Heathrow Airport Terminal 5 (T5) failure; its causal factors, impact and lessons learned. It could not have been more different from the Civil Service I had seen the future and it worked. Focus on proactively managing the risk instead of avoiding the litigation. IT is in my view a team sport. How big cutovers [IT system transfers] are done is not just about IT issues it is a whole interconnected system. We were struck by how 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. Heathrow last named an airport terminal after a reigning monarch in 2013 when it decided to call the newly built Terminal 2, The Queens Terminal, in honour of Queen Elizabeth II. risk that I agreed to take.. In 2003, I was elected Chair of SITA the airline industrys network and solutions company when it was seen as an anachronism selling purely commodity products. A BA spokeswoman said delays in getting staff screened for work and other technical difficulties had caused the airline problems. BAA and BA plan working together for system integration over two years, weve been focused on bringing systems together. A. I enjoy most meeting small groups of colleagues to talk about their work and especially their successes. Its in character. Terminal 5 The UK's largest free-standing building, T5 offers travellers space, style and world-class service in abundance. If any issue with respect to sustainability, the designed and approved sustainable frame work as to be applied at regular intervals. Understandable: the new terminal, known as 'The Queen's Terminal' because she'll officially open it later this month, has 60 check-in gates, 66 self-check-in kiosks, 17 restaurants (including Heston Blumenthal's first airport effort), more than 7,000 seats, 42 water fountains and 634 toilets. WebThe Barcelona-to-London flight was delayed. *You can also browse our support articles here >. After six years of Suppliers wanted to take on more risk where appropriate. Is this a job interview? In February, 2008 ComputerworldUK reported: Airports authority BAA has begun looking for a service provider to work with it to help develop consistent IT systems at Heathrow and across the authoritys airports. Monitoring of issues and responding at the programme level. we equip you to harness the power of disruptive innovation, at work and at home. It has put out a tender for a framework agreement to find suppliers able to risk-assess any new systems it develops and to monitor and maintain those same systems once they are in use. Heathrow's control tower with a departing Virgin Atlantic Boeing 747-400 in the background. * The competition from the other contemporary rivals like Charles De Gaulle airport in Paris and. WebThe case describes in detail the relational ethos of the T5 agreement based on principles of trust, collaborative work, and problem solving. Heathrow has five, totalling 4bn and Gatwick has two worth around 874M assuming that BAA is not forced to sell this asset as the result of the ongoing Competition Commission review. 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. 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. Fives disastrous debut could have been avoided, a report released today has In hindsight it would have seemed more obvious to have done [the move to T5] in more incrementalsteps, Not least, since T5 was without doubt a very successful design and construction project. What is ChatGPT and why does it matter? Bags undergo several processes on the way through the system including automatic identification, explosives screening, fast tracking for urgent bags, sorting and automatic sorting and passenger reconciliation. T5 is a complex multi-modal transport interchange designed to handle 30 million passengers per year over a 260 Ha site. T5 will involve 180 IT suppliers and run 163 IT systems, 546 interfaces, more than 9,000 connected devices, 2,100 PCs and enough cable to lay to Istanbul and back. Not next quarter or next year. Stranded travelers immediately understood how problems with the baggage handling system affected them personally. Here you can choose which regional hub you wish to view, providing you with the most relevant information we have for your specific region. The Commission said it was satisfied that the right steps UK Under-Secretary of State for Transport, Jim Fitzpatrick, testified before the House of Commons under harsh questioning: The management of terminal 5 is an operational matter for British Airways and BAA, but that does not mean that the Government are not taking a keen interest in seeing that the difficulties T5 has faced since it opened last week are addressed and resolved as quickly as possible. It took six years to build at a cost of 4.3bn. * To meet the environmental standards and compensating the local residents plus the effect on the other four terminals. During the sudden snowfall in February it contained within the system the number of bags that did not travel with their owners on the Monday, repatriating them quickly. Well learn our lessons and well put our front foot forward, he explains, although he points out that BAA had been planning much of the recent organisational change long before T5s opening crisis. Overall management and co-ordination of the projects. This will not be the case for T5. For example The tools and techniques required for the respective phases. Which word or phrase do you most use/overuse? A. I try to listen to my experts in the airline we have world-class talent. Agile thinking We must spend only on the things that matter, that deliver great payback or create direct relationships with customers. 4. wrong namely issues with the baggage system, security searches and car If your specific country is not listed, please select the UK version of the site, as this is best suited to international visitors. BAA and BA have now committed We have a lot of legacy back-office stuff that should be replaced but we reached our SarbanesOxley targets, so we are fit for purpose. Heathrow Terminal-5-Landside civil- Site preparation-Pipelines for heat and power- Structure-Shops and commercial facilities- Safety and security-Testing of runways and building-Landscaping. Why did BAs CEO and Coby, now Global CIO and Head of Financial Shared Services, take such a high-profile approach? Weve reintroduced some 9/11 measures like the much hated Star Chamber where every single piece of expenditure gets looked at. In April, the CC s Emerging Thinking report cast doubt on whether BAAs airport ownership allowed proper competition. Representatives for BAA In March 2007 the Office of Fair Trading asked the Competition Commission (CC) to investigate the supply of airport services in the UK on the basis that it suspected that BAAs position as the owner of the UK biggest airports was preventing , restricting or distorting competition. 0000003157 00000 n 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. 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. WebOpen Document Introduction Work on the London Heathrow terminal 5 (T5) began in 2002 after a 4 year public enquiry. BAA has of course prided itself over the last decade or more for leading the way when it comes to innovative procurement to drive down the construction costs and increase the quality. It has big plans to develop its airports portfolio across the UK over the next five years plans it hopes will stem the current tide of negative publicity about the poor condition of its assets and, in particular, the poor passenger experience at Heathrow. Failure to meet the relationship between the participants (chief executive officer, management, shareholders, employees) of the project in determining the direction and performance of project. 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 Q. If spend is not discretionary, how do we reduce it? I also write a very intermittent blog and have enjoyed participating in online discussions with colleagues across BA. Q. From ComputerworldUK : Terminal 5 has cost Q5 will be successful if we have really transformed our airports - if people continue to say that was the best passenger experience.. This is not now one cap fits all, explains Wolstenholme. Critical path can be defined as the chain of events whose flat is equal up to zero, those events which occur in this path are critical to the successful achievement of the project within its earliest possible time. Indulge and unwind. Theres the bigger role with shared services and that includes performance, business intelligence, operational research, property and business metrics. How do you keep up to date with the march of technology? 10% off Management Today's Leadership Learning programme. Willie Walsh, BAs Coby says: The mea culpa is, in my view, unavoidable, honourable and the right thing to do and, when I talk to people who were there, they recognise that., Human face Training issues. 2023 ZDNET, A Red Ventures company. To Increase the capacity of passengers flying per year by 30 million. WebHeathrow Terminal 5 opened on 27 March 2008 with high expectations. But he is first to admit that, despite all the trials and testing it carried out at T5 before handover to British Airways (BA), and despite the physical equipment largely working well, the end product did not perform as planned. Q. The identified four major Milestones for Heathrow terminal-5 during the scheduling of execution phase. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.io. 206 0 obj<>stream Political fallout. 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. The airline also handles mass disruption more effectively, he says. Heathrow Terminal 5 is the He adds: Ill forgive people once for making a mistake but Id be very concerned if they make it twice. But after the deluge, when problems have been exposed and the bigwigs embarrassed by failure, time and money magically appear. * Frankfurt airport and Schiphol airport of Amsterdam. should have been delayed to allow for sufficient testing and training. The six sections each weighing 2,500 tons endstream endobj 195 0 obj<>/Metadata 21 0 R/PieceInfo<>>>/Pages 20 0 R/PageLayout/OneColumn/OCProperties<>/StructTreeRoot 23 0 R/Type/Catalog/LastModified(D:20060531184816)/PageLabels 18 0 R>> endobj 196 0 obj<>/PageElement<>>>/Name(HeaderFooter)/Type/OCG>> endobj 197 0 obj<>/ProcSet[/PDF/Text]/Properties<>/ExtGState<>>>/Type/Page>> endobj 198 0 obj<> endobj 199 0 obj<> endobj 200 0 obj<> endobj 201 0 obj<> endobj 202 0 obj<> endobj 203 0 obj<>stream To construct sixty new aircraft stands inclusive of stands designed for the most advanced aircrafts like Airbus A380. 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. We offered voluntary severance to any manager that wanted to go, and about a third across the airline went. In this excerpt from Stakeholder Relationship Management, author Dr. Lynda Bourne follows the saga of T5 from construction through to its public opening in 2008, and examines whether the passage of time can alter those perceptions. 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. He taught me to always find the root cause and keep worrying until you know what that is. Also find the derived Gantt chart for execution phase by the team in the appendix 1.24, which includes Critical path method and Milestones. WebFind Heathrow Terminal 3 flight information, maps, driving directions, public transport, airlines and information about services and facilities. The losses topped $4bn (2.7bn) in the last three months of 2008 alone, when the global credit, financial and economic crisis became acute and aviation fuel prices hurt carriers. By Sharon Stufflebeme, Managing Director, Technology Consulting and Sandip Shah, Managing Director, Technology Consulting. Attend monthly board and committee meetings, Annual General Meeting. The purpose of communication plan is to overcome the communication breakdown among the project team members and also helps in monitoring the Progress and Difficulties of the Project. Think of BAA and you think of Heathrow Terminal Five (T5). If there isnt a demonstrable effect on revenues or customer benefit then we shouldnt be doing it, Coby admits. I never fail to be impressed by the breadth of skills and achievement of everyone in BAs IT department. Privacy concerns. system testing by BA as significantly contributory. Heathrow Terminal By this agreement the BAA concentrates on the below: Focus on the managing the cause of problem not the effects from them. T5: The lessons learned 3 Nov 2008 by Mark Caswell Heathrow Terminal Fives disastrous debut could have been avoided, a report released today has confirmed. Q. Internal risks are the uncertainty which occurs by the organization or within the organization like communication and resources; these can be controlled and monitored by the project manager. Delivering more than 200 IT projects was easy when compared to the people element of the plan, said BAs programme head of information management for T5, Glenn Morgan. 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. 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. What profession would you most like to attempt? [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.. Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. Do you believe in mentoring? Find the below communication flow among the Project team members for Heathrow Terminal-5, also find communication plan for find in the appendix. "Here's my rundown of the major failures and why this debacle happened. 0 Copyright 2023 IDG Communications, Inc. Here's what you need to know, Apple sets June date for its biggest conference of 2023, with headset launch expected. This was followed in 2000 by the Egan report-inspired lean delivery which spawned the second generation frameworks and the T5 agreement putting BAA at the heart of the construction process as the all seeing, risk aware, intelligent client. The global aviation industry is in meltdown with the International Air Transport Association (IATA) saying airlines lost over $8bn (5.5bn) in 2008. From CIO UK: The project is a complex one. No, he says. As a former public monopoly, BAA airports in the South East (Heathrow, Gatwick and Stansted) are regulated by the Civil Aviation Authority (CAA) . After 15 years of planning and construction, the opening day of this high-tech facility at the worlds busiest airport was without doubt the airport operators finest and darkest hour all rolled into one. I never contemplated resigning. Bags are automatically read, screened and sorted to their final build location via two electrical HELIXORTERS. }q}c'%ofnjvf6||}RMuG@?v80X9^w cg,d_U]$dh>xVlq9vn7.OQD[{ZiN~ {a,]'hWc`f ^Tq. WebTerminal 5 when constructed will be able to handle 30 million passengers per year, taking Heathrows total number of passengers to around 90 million. CIO UK described BA's misplaced sense of invincibility: Almost every new airport has opened late, cost more and had major operational issues, and, according to [Nick Gaines, director of business critical systems and IT at the British Airports Authority], system integration problems are often blamed. Ensure the Scope of the project is achieved, if any variation order occurs proper planning to be done to overcome it. BA representatives Misplacing the approved contracts, having inefficient and inconsistent contract policies and process across the organization. It absolutely cuts with the kind of cultural change that were trying to do with the whole airline making people accountable and empowering them to change. deeply regrettable that so many were allowed to bring the operation of Computer Weekly reports that IBM supplied software components: The system was designed with Dutch company Vanderlande and IBM. We are still very firmly anchored into creating integrated teams, creating single team cultures and leading in the same way that we did in Q4, he says. Its about delivery in weeks, not years. Managing day to day activities of the Organization and Operations Management ( HR, Admn, Finance and Purchase). Change to Next-generation, cloud-based ERP systems yield new levels of strategic agility and business insights. 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. For some projects, people were asking for new systems to support their work, but we actually changed the process and brought no IT.. Sixty aircraft stands which can adopt most advanced aircrafts and runway connections. chief executive said: We knew this was a risk, it was a calculated risk and a Risk of differences in opinion. 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. Customers dont care and nor should they if someone is directly employed by BA, SITA or Amadeus.. I want people to get up in the morning and to do something that matters to them, he says. Heathrow airport accounts for almost 30 per cent of all passengers from UK airports and directly or indirectly supports 100,000 jobs. Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. Maintenance of the Terminal after handing over to BAA. It would be very foolish to assume otherwise. to set the scene this session explored what we can learn from both of these case studies and how we can apply these lessons learned to future projects. Agile is fascinating, Coby says. Finally, make sure that the deliverables are specific has per the stakeholders and helps in identifying whether the deliverables are repetitive and overlapping. Which business (or other) books have been influential in your career? 5. British The first time I spoke with them, it wasnt when we had a problem and when we did have a problem later, at least he knew who the heck I was. Milestone 1: Completion of landside civil process. Also acts as an approval document for the proposed Project. He points out that even before the T5 opening, BAA was clear that its whole approach to designing and procuring infrastructure had to be fundamentally shifted forward in Q5 compared to Q4, which was dominated by the T5 programme. Strategic Decisions maker, Ensures the ideas of the Team are understood, Implemented, Monitored, coordinated and Managed throughout the life cycle, Since its a mega project, the coordination. WebCentral waiting area in Terminal 5. British Airways CIO Paul Coby reveals lessons from Terminal 5 disaster Interview May 21, 200918 mins CareersIT LeadershipIT Strategy If youre in aviation, it From CIO UK: Originally designed for the automotive industry, the lean model is popular in manufacturing circles as a process management philosophy that focuses on standardising processes in order to reduce costs and time waste and improve efficiency. 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. The purpose of risk mitigation is to specify the criticality and priority of risk, what are the effects of the risks, occurrence of the risks and impact of the risk to the organization/people/environment. The book I most admire is The Later Roman Empire by AHM Jones, because he pulled together everything then known about the so-called end of the Roman Empire and brilliantly described the economy and society in its entirety. 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. Louise Ellman MP, the committee If it is discretionary, we reduce it. 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. In March this year BAA lodged a planning application for a second runway at Stansted. The most terrifying words you can hear on the slopes are Follow me, Daddy!. this lack of co-operation, though the TSC also cited poor staff training and Thats fundamental., Q. What has been your biggest mistake? The first plane (United Airlines flight 958, if you're interested) touched down at Heathrow's brand new Terminal 2 building at 5.49 this morning. 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! Environmental friendly terminal-5 building with better quality and services. An effective communication strategy as to be plotted by project manager to have a better understanding and coordination among the team members and good Communication strategy plays a vital role among the Team members/Stakeholders/Customers/Clients. Agreements will be struck with partners across a number of different disciplines and risk profiles, passing accountability and programme risk down to the supply chain as appropriate. Which tools or tactics have given you most success in communicating?
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