A. xb```b``i ,`@{,j'w]k$te``K``HKh``Pb@-fp108@ae09G> i -6 nb`` |.#j[4#m 0 j(L 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. What is your greatest strength? Its about delivery in weeks, not years. 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. We have six streams and theres not much there thats brand new but it does seem to bring together a lot of previous experiences and plain common sense. 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. 'I've been too excited to sleep,' John Kaye, the airport's development director, told The Telegraph. 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 Heathrow Terminal 5. One way towards agilty, appropriately enough, is through the Agile approach to software development that mandates frequent updating and closely orchestrated teamwork. 2023 ZDNET, A Red Ventures company. 0000000016 00000 n Milestone 4: Completion of Rail and Road Infrastructure and Testing and Land scrapping phase. A construction programme to transform airports by 2013Airport owner BAA is about to embark on an ambitious five year, 6.6bn programme to transform its seven airports. Computer Weekly reports that IBM supplied software components: The system was designed with Dutch company Vanderlande and IBM. * The competition from the other contemporary rivals like Charles De Gaulle airport in Paris and. Despite the cost-cutting, BA is changing online. Reviews and approves the annual budget, Program plans and organizational policies. startxref The rating for the below is derived on the occurrence of probability and impact. trailer 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. A. I dont read business books life is too short. Is this a job interview? Traditional tree structure approach is implemented for Heathrow Terminal-5, find the organization breakdown structure in the Appendix 123245. Q. also confirmed that it considers BAA to be a monopoly that should be dismantled chief executive said: We knew this was a risk, it was a calculated risk and a * To meet the environmental standards and compensating the local residents plus the effect on the other four terminals. Its Heathrow, a beautiful new terminal is open and the first flight takes to the skies. Considering these the risk assessment is done for Heathrow Terminal-5: Awareness of the Project to both the customers and stakeholders. A. In the future, says Wolstenholme, the BAA Capital Projects team is intent on working much more closely with its airline customers to understand their business needs and make sure that all plans for new infrastructure are developed and handed over in close cooperation with them. Please find the proposed business case for Heathrow Terminal-5 in the Appendix: The need of a Project Structure is to define standards to the team, which will be used during the Project life cycle. 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. Fives disastrous debut could have been avoided, a report released today has The combination of below process constitutes risk management: This process involves in identifying potential risk which affects the project, its further classified into Internal and External risk which affect the project in achieving the scope. Hence the need of communication plan for Heathrow terminal-5 was determined on the basis of the activitys occurring and a definite completion of the task during the respective phases. In terms of the relationship with BAA, he says that a close relationship and common goals are essential when the two organisations share the same flight-path. Airport-technology.com describes the system: The baggage handling system at T5 will be the largest baggage handling system in Europe for a single terminal. Consider relationship interdependencies, internally and externally; The baseline plan includes both schedule and resources, whether project is schedule overrun, resource allocation and budget status. 1. 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. Management of supplier/contractual relationships. This is not now one cap fits all, explains Wolstenholme. Theres the bigger role with shared services and that includes performance, business intelligence, operational research, property and business metrics. 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. BA spends over 100m a year on advertising and around 10 per cent of that went on the T5 summer campaign, which came in for criticism when some statistics it used regarding take-offs proved inaccurate. Its a dire situation, far worse than 9/11 in terms of revenue challenges and the sheer systemic shock, says Coby. 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. 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). The Transport Select After 15 years of planning and construction, the opening day of this high-tech facility at the worlds busiest Getting people to understand the new role of technology and buy into the new proposition was our biggest challenge, he said. How big cutovers [IT system transfers] are done is not just about IT issues it is a whole interconnected system. The objective of risk management is to identify the potential problems which may occur during the project life cycle, so that risk can be Controlled and Monitored throughout the Project life cycle. The Q5 decision for Stansted will follow in 2009 after the current public inquiry into whether or not Stansted is to be permitted to expand capacity within the existing footprint. Which business (or other) books have been influential in your career? Her Majesty The Queen had officially opened London Heathrow Terminal 5 just short of two weeks before. My parents for values and my wife Sally, for constant and unfailing support. No, he says. The inter-dependencies are critical and when you think about whats happening in the world today and that significant parts of those interdependencies have stopped working, gone wrong or disappeared in terms of world trade thats the systemic shock we are trying to deal with. Sixty aircraft stands which can adopt most advanced aircrafts and runway connections. They want leadership but prefer to work with someone who is not afraid to show that they have emotions too. This began in the 1990s with the post-Latham predictable performance regime which led the way in delivery partnerships. The work has involved 180 IT suppliers and seen 163 IT systems installed. Finally, make sure that the deliverables are specific has per the stakeholders and helps in identifying whether the deliverables are repetitive and overlapping. By Sharon Stufflebeme, Managing Director, Technology Consulting and Sandip Shah, Managing Director, Technology Consulting. As a former public monopoly, BAA airports in the South East (Heathrow, Gatwick and Stansted) are regulated by the Civil Aviation Authority (CAA) . v^ZXj2{rezl1nsusYl6.fw3wbI=wbK_. 0000001005 00000 n Defines the Project structure for the organization. Copyright 2023 IDG Communications, Inc. British Airways CIO Paul Coby reveals lessons from Terminal 5 disaster Interview May 21, 200918 mins CareersIT LeadershipIT Strategy If youre in aviation, it 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. There will be two systems including a main baggage sorter and a fast track system. 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. admitted that staff training had not been thorough enough, and that the opening 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. Risk of differences in opinion. Q. The T5 debacle was a searing experience for everyone involved and it is clear that many lessons learned there were applied elsewhere. By Editor. Terminal 5 The UK's largest free-standing building, T5 offers travellers space, style and world-class service in abundance. This leads to difficulty in negotiation between supplier and client, Risk of differences in business ethics leads to difficulty in decision making. 0000002867 00000 n Milestone 3: Completion of Airfield and runway. I want people to get up in the morning and to do something that matters to them, he says. Political fallout. BA now has Continuous Improvement Groups to better understand when things go wrong, fix them and ensure they dont happen again. WebTerminal 5 when constructed will be able to handle 30 million passengers per year, taking Heathrows total number of passengers to around 90 million. We have to get a closer relationship with the airlines and ensure that in meeting the programme and budgets agreed with the regulator for Q5, we deliver the improvements that the airline industry wants.. 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. What is ChatGPT and why does it matter? All work is written to order. wrong namely issues with the baggage system, security searches and car Its centrepiece is a 78-metre, 77 tonne metal sculpture by Richard Wilson called 'Slipstream', and it's built to handle 20 million people and 100,000 bags. The TSC Across the BAA airport portfolio there will be 12 programmes of work planned for Q5 13 if you include airline moves. We are now going to do 80% of our work through 15 to 20 suppliers.. My take: there's never enough time or budget to test, train, and prepare properly for launch. At each level of tree structure breaks the Project deliverables and objectives to more specific and measurable packages/work packages. WebThe Barcelona-to-London flight was delayed. BAA and BA plan working together for system integration over two years, weve been focused on bringing systems together. In an irony perhaps better suited to a BBC sitcom, the British Airports Authority recently solicited for software quality assurance vendors. * Estimated Schedule of the project can increase due to intense public enquiries and the political influence. much hoping for the best BAA had engaged in prior to the opening of Terminal In a moment of understatement adding insult to injury, British Airways CEO, Willie Walsh, commented: We are working hard to tackle the difficulties we have had with the terminal's baggage system. Ms Ellman, who Focus on proactively managing the risk instead of avoiding the litigation. After six years of 0000002100 00000 n Small cog Planning, testing, and software quality assurance (QA). 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. I talk to other CIOs, especially in the US where there is still amazing amounts of innovation coming out of Boston and the Bay Area. 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 will not be the case for T5. Think of BAA and you think of Heathrow Terminal Five (T5). The purpose of risk matrix is to determine the level of risk (High, Medium and Low), resulting provides information to both Stakeholders/Organization to concentrate and mitigate the identified risk. From ComputerworldUK : Terminal 5 has cost Since 2006, BAA has been developing its third generation capital value procurement strategy with which to roll out its forthcoming programmes of work. Environmental friendly terminal-5 building with better quality and services. Lessons had to be learned. At the heart of this is a greater understanding of the needs of airlines and passengers, which means addressing people, process and technology, as well as infrastructure solutions. 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. Focus on people and training to the nth degree; T5 is a complex multi-modal transport interchange designed to handle 30 million passengers per year over a 260 Ha site. The reason I came to BA in 1996 was on another secondment to broaden my experience again, so you never know what can happen as a result We have a significant amount of capital spend at each airport with very clear visions about how we will transform each airport for our airline customers.. Passengers can walk airside between the domestic terminals, 1-3, but terminal 5 is located a pretty far Q. But when BAs CEO, Willie Walsh, found himself addressing staff and the media in 2008, the Terminal 5 experience wasnt quite the same perfect moment and, 40 years on, Walsh found himself in a very different position to Millward. He taught me to always find the root cause and keep worrying until you know what that is. The British Airports Authority (BAA) may own and manage T5, but it was BA that was pilloried for the debacle, caused by a forgotten software filter in BAAs baggage handling systems. WebYes, if the OP flights were both on United there would be no terminal change. The [parliamentary] report makes clear the software for the baggage system is provided by BAA, their contractor Vanderlande and their subcontractor IBM. British Heathrow's control tower with a departing Virgin Atlantic Boeing 747-400 in the background. risk that I agreed to take.. Effective agreement for HT-5 was achieved by using the Contract type NEC3. It represents a major step in the transformation of Heathrow and it is now a major gateway to the UK. The Guardian reports: Foreign secretary David Miliband also joined the criticism of BA as it emerged that the crisis could cost the airline 50m. A passenger told the BBC: "Apparently the computer software told the baggage people that the flight had taken off. "Here's my rundown of the major failures and why this debacle happened. Monitoring the project progress and performance, Status report to the Stakeholders in the form of Newsletter/Email/PPT. Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. What is Lemon8 and why is everyone talking about it on TikTok? All rights reserved. Risk management is a constant process which as to be carried out throughout the project life cycle and its conducted in the planning phase. The airline also handles mass disruption more effectively, he says. 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). Keeping the above factors for Heathrow terminal-5 the below are identified and classified as. 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. Q. 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. 194 0 obj <> endobj Modern Air Traffic Control tower, new rail station and links to the central London with Heathrow express and Piccadilly line extension. Overall management and co-ordination of the projects. According to the British Airports Authority (BAA), "It has taken 400,000 man-hours of software engineering just to develop the complex system, and coding work is set to continue even after the initial installation begins." A systematic reduction approach is being used for identifying the occurrence and/or exposure to a risk.On the above approach the Risk Mitigation has been plotted for Heathrow terminal-5, please find it in the Appendix 1234. Heathrow's new Terminal 2 has welcomed its first passengers, with the airport insisting it has learned lessons from the opening of Terminal 5. For historical reasons, the Stansted economic regulation report always comes a year later. 0000005764 00000 n He adds: Ill forgive people once for making a mistake but Id be very concerned if they make it twice. Anyone having the misfortune to pass recently through Heathrow's new Terminal 5 knows the huge project debuted as a case study in full-blown systems failure. Level 3. 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. * Its assumed the derived T5 agreement will effectively work between BAA and suppliers, team work can be effectively achieved. Milestones are essential tools frequently used by project manager to control the progress of the project and manage the scope of the project. Privacy concerns. 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. 27 March 2008 was all meant to go swimmingly. The business case is used as decision making tool for the Proposed project, whether the Project is feasible or not Go/No-Go decisions. However, its early operations were marred How do we do that? 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. Lessons learned conclusion. Agile is fascinating, Coby says. Complex Build Integrators will tackle complex, higher risk projects, typically worth between 30M and 300M. They are requested to evaluate the magnitude of risk factors and influencing factors that appear in the risk mode, also assist in classifying the risk. If there isnt a demonstrable effect on revenues or customer benefit then we shouldnt be doing it, Coby admits. this lack of co-operation, though the TSC also cited poor staff training and Heathrow Terminal 5 and Wembley are two high profile projects whichwere both for different reasons perceived as less than successful by the public. On day one, the baggage system did what it was designed to do. Handling (Resolving, Escalating) the Project issues if encountered any during the Project life cycle, Updating to the action log as part of Lessons Learnt. 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. Also acts as an approval document for the proposed Project. It includesplanningfor risk,identifyingrisks,analyzingrisks, developingrisk responsestrategies, andmonitoring and controlling risks to determine how they have changed ( Kerzner 2009). Deliverables: The outcome during the discussion for that meeting. Otherwise you waste time and money treating symptoms, not eliminating the root problem. We plastered London with adverts to get people in and experience T5. 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. According to Lock (2007) the compliment of good management communications is the provision of adequate feedback paths through and across the organization. That was a big fat target that didnt survive last autumn. The costs of that would have been crippling to BA, which like the rest of the airline industry is under pressure. Free resources to assist you with your university studies! During the inquiry it 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. Suppliers wanted to take on more risk where appropriate. To construct a Terminal-5 building, inherits all modern facilities while meeting the Environmental standards. Deals with challenges and issues with regard to Corporate Governance, Corporate social responsibilities and corporate ethics. 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. 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. 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. Q. Picking good people. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.io. 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. Milestone 2: Completion of Terminal 5 building. The record day for baggage (mis)handling at T5 was February 7, down to only five in 1000. In Q4 we tended to have isolated projects supporting individual terminals, he says. 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. 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. Among all the other problems, the BBC reports that terminal staff had trouble new parking garages, which exacerbated the other issues. 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. At that, the intended capacity of T5 was 30 million passengers each year ( Towards a sustainable Heathrow 2011). %%EOF Furthermore, we are a co-operative which is owned by its customers who form the Board, a model of global collaboration which I believe has some important lessons in the world we now find ourselves in. 206 0 obj<>stream Ensure the companies prosperity and Keeps the organizations mission, values, and vision. 2. confirmed. When: How frequently would the team members meet? The ODS will combine customer information from across the complete booking-to-fulfillment lifecycle in a single unified data layer. florida alf administrator license lookup, medalist golf club membership cost,
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