Canceled flights, lost baggage, and substantial delays were symptoms that arose from failures in management, planning, and testing on this expensive and complex project. IT is in my view a team sport. WebThere is an underground automated people mover (APM) system that links Terminal 5-A, Terminal 5-B and Terminal 5-C. T5D is planned to be built during next years. BA.com now represents 50 per cent of UK sales by volume and it provides a cost-effective customer service, says Coby. From time to time problems have developed that were not encountered during the extensive trials. * Terminal 5 has the potential to become a major Surface Access interchange or substitution by providing an important role in the South East transportation system of U.K. * Resource availability throughout the Life cycle of the Project. A. This is not BA software. Risk of overrun of the budget due to improper scheduling, Risk of Schedule Slip. BAs systems and IT infrastructure worked perfectly from day one. 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. This began in the 1990s with the post-Latham predictable performance regime which led the way in delivery partnerships. 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 closeness with which BA and BAA now -operate cant be overstated. Terminal 5 The UK's largest free-standing building, T5 offers travellers space, style and world-class service in abundance. 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. 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. Late bags can be transported at high speed via BAGTRAX directly to the head of stands where the awaiting aircraft are parked. We are re-engineering the website via a project called Leapfrog. Given that at 400 by 150 metres, this is the largest single span roof in Europe, it was a tricky operation. 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 How do we do that? 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. Who have been the most influential people in your career? By Sharon Stufflebeme, Managing Director, Technology Consulting and Sandip Shah, Managing Director, Technology Consulting. Consider relationship interdependencies, internally and externally; 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). 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.. Q. WebHeathrow's Terminal 5 is a good example of how stakeholders' perceptions of success, or failure, can vary enormously. 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.. The airline also handles mass disruption more effectively, he says. 5. 4. Cobys take is that the customer should always come first. Defines the Project structure for the organization. The baseline plan includes both schedule and resources, whether project is schedule overrun, resource allocation and budget status. Capital Projects director Andrew Wolstenholme is in charge of delivering the challenges of post-Terminal 5 airport construction. People expect a lot from CIOs. Given everything else, this one's just icing on the cake. * Sustainability of the Project in terms of environmental, social and economic factors. Q5 is about programmes of work to transform our airports. It was their accountability and the accountability of their suppliers. Keeping the above factors for Heathrow terminal-5 the below are identified and classified as. Political fallout. 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. Complex Build Integrators will tackle complex, higher risk projects, typically worth between 30M and 300M. The IBM software works out where the bags are supposed to be going, and logistics software works out the best way to get there. Which word or phrase do you most use/overuse? A. I played a part in BA.com which I am very proud of, but that is something many people in BA have contributed to, so I will instead go for turning around SITA (Socit de Tlcommunication Aronautique). For example The tools and techniques required for the respective phases. Here's my rundown of the major failures and why this debacle happened. "They have been doing tests on the belt system for the last few weeks and knew it wasn't going right. 194 13 Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. All rights reserved. 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. After 15 years of planning and construction, the opening day of this high-tech facility at the worlds busiest 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. There will be two systems including a main baggage sorter and a fast track system. Coby says that blame doesnt help fix a problem, but understanding that problem does. John MacGregor for whom I was the Bernard to his Minister [from the Yes, Minister sitcom]. construction T5 left thousands without their baggage, and cancelled 34 flights Geez, isn't that always what seems to happen? WebThe case describes in detail the relational ethos of the T5 agreement based on principles of trust, collaborative work, and problem solving. Q. The derived communication plan for Heathrow Termina-5 was structured on the basis of the below activities: Phase: Indicates in which phase the meeting is going to occur. 0000001294 00000 n 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. much hoping for the best BAA had engaged in prior to the opening of Terminal Effective agreement for HT-5 was achieved by using the Contract type NEC3. There were no hitches that day and the first flight left a minute early. Take IDCs ERP Modernization Maturity Assessment to benchmark your organizations progress against your peers. 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. Willie Walsh, BAs 0000002100 00000 n Obviously, Heathrow's management is keen to avoid the omnishambles that surrounded the opening of Terminal 5, when queues and delays became a national joke - particularly given Heathrow is in the running for a third runway. Passengers can walk airside between the domestic terminals, 1-3, but terminal 5 is located a pretty far The first flight, a United The Transport Select All work is written to order. How big cutovers [IT system transfers] are done is not just about IT issues it is a whole interconnected system. 3. Passionate about BA, hes survived huge corporate ructions over the last 12 years but did he ever consider quitting over T5? We are where we wanted to be on day one and have statistics to prove it. 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. If it is discretionary, we reduce it. For historical reasons, the Stansted economic regulation report always comes a year later. 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. CEO Colin Matthews joined BAA just prior to T5 opening. 0000000016 00000 n 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. %%EOF Bags are automatically read, screened and sorted to their final build location via two electrical HELIXORTERS. With the benefit of hindsight it would have seemed more obvious to have done [the move into T5] in more incremental steps, he adds. A BA spokeswoman said delays in getting staff screened for work and other technical difficulties had caused the airline problems. Milestone 4: Completion of Rail and Road Infrastructure and Testing and Land scrapping phase. The short-term fix was to deploy all the considerable skills in BA and BAA and those of our respective suppliers to understand the immediate problem. What is Lemon8 and why is everyone talking about it on TikTok? Milestones are essential tools frequently used by project manager to control the progress of the project and manage the scope of the project. Managing day to day activities of the Organization and Operations Management ( HR, Admn, Finance and Purchase). endstream endobj 205 0 obj<>/Size 194/Type/XRef>>stream 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. 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. Its in character. * The competition from the other contemporary rivals like Charles De Gaulle airport in Paris and. The T5 debacle was a searing experience for everyone involved and it is clear that many lessons learned there were applied elsewhere. It would be very foolish to assume otherwise. To improve the road infrastructure, new spur road to the M25 linking the terminal to the national road network. What lessons were learned from this project? 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. Q. At each level of tree structure breaks the Project deliverables and objectives to more specific and measurable packages/work packages. Focus on proactively managing the risk instead of avoiding the litigation. 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. opening on March 27 of the 4.3 billion terminal was a result of poor The rogue software filter issue was identified and fixed by the Sunday. 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. Modern Air Traffic Control tower, new rail station and links to the central London with Heathrow express and Piccadilly line extension. Do you believe in mentoring? Milestone 1: Completion of landside civil process. If your specific country is not listed, please select the UK version of the site, as this is best suited to international visitors. What is ChatGPT and why does it matter? Attend monthly board and committee meetings, Annual General Meeting. 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. Testing RFID blocking cards: Do they work? confirmed. But the airport insists it's learned its lessons. More importantly, the improved service for customers at T5 provided by BAA now is not because BA enforced or changed SLAs it is because [BAA] CEO Colin Matthews and the new CIO Philip Langsdale are changing the culture and the attitudes at BAA, and are aligning them with ours. What has been your biggest mistake? 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. Make sure milestones and deliverables to be achieved as per schedule. The British Airports Authority eliminated biometric security measures (fingerprinting all passengers) immediately prior to the terminal opening due to legal questions. 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. Heathrow East (the current concept study name for the next terminal) will also cause the demolition of Europier, a little building that RSHP designed relatively recently. The impact of the problem has hit the highest levels of British politics. BAA and BA have now committed Committee (TSC) investigating the debacle has concluded that the chaotic Get started by entering your email address below. With BA taking the blame, on the morning of 27 March, 2008, was there any IT chief not wondering if BAs global CIO, Paul Coby, was about to become history? Wolstenholme says BAA should now be more able to focus on the added value client role consulting with airlines, developing briefs, and passing on risk to suppliers when appropriate. Despite the cost-cutting, BA is changing online. Also find the derived Gantt chart for execution phase by the team in the appendix 1.24, which includes Critical path method and Milestones. * Meeting the airline company Requirements and Standards, British Airways being the only airline operating from the Terminal at initial stages. 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. In April, the CC s Emerging Thinking report cast doubt on whether BAAs airport ownership allowed proper competition. 5.. 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. 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. Civil Aviation Authority (CAA) BAAs operations at Heathrow, Gatwick and Stansted are regulated by the CAA. A. A. WebObviously, Heathrow's management is keen to avoid the omnishambles that surrounded the opening of Terminal 5, when queues and delays became a national joke - particularly given This can be obtained by following the traditional method Hierarchical tree structure. Now. 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. Among all the other problems, the BBC reports that terminal staff had trouble new parking garages, which exacerbated the other issues. system testing by BA as significantly contributory. That is, they care for our paying customers. Its a tribute to how well the whole thing is working together. Vanderlande Industries is fully responsible for design, software development, manufacturing, installation, commissioning and integration of this baggage handling system. 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. will review T5s progress. Traditional tree structure approach is implemented for Heathrow Terminal-5, find the organization breakdown structure in the Appendix 123245. Copyright 2023 IDG Communications, Inc. 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. The system would have taken the fingerprints of all domestic passengers as they passed through the security gates, and was intended to prevent illegal immigration. My hero is of course Vetinari 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. ", One baggage worker told the BBC the situation was "mayhem" and that the technical problems had been known about for some time. Concorde G-BOAB in storage at Heathrow. Theres the bigger role with shared services and that includes performance, business intelligence, operational research, property and business metrics. We are very proud of that and the serious commentators in the industry know what we did. 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. Miliband said a furious EU ministerial counterpart, whose bags had been lost at T5, had asked him to reprimand BA and BAA. Thats the environment in which we will be operating over the next few years. WebIntroduction BAAs Terminal 5 Programme at Heathrow Airport is currently one of Europes largest construction projects. HWrH+(o bb"lwNFtOJP-j* 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). This is not now one cap fits all, explains Wolstenholme. 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. This paper analyses a case of information system failure the London Heathrow Airport Terminal 5 (T5) failure; its causal factors, impact and lessons learned. People believed that collectively we had all done enough, that the infrastructure was in place, delivered on time and on budget with extensive trials and testing, he explains. 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. British Airways CIO, Paul Coby, described the process changes the company is trying to incorporate into T5. Smooth move A. Im an inexpert skier but love the views and its a sport you can do as a family. I also write a very intermittent blog and have enjoyed participating in online discussions with colleagues across BA. By this agreement the BAA concentrates on the below: Focus on the managing the cause of problem not the effects from them. Given the impact of day one, we were in a very bad place, says Coby. Is this a job interview? On 23 February, 140 flights out of 263 departures went early. 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. 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. We accepted responsibility for what happened to our customers because that was, and -remains, our primary accountability., Common goals 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. 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.

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