We are where we wanted to be on day one and have statistics to prove it. Project management at Heathrow Terminal 5 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). Keeping the above factors for Heathrow terminal-5 the below are identified and classified as. Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. 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. Dont believe all the things you read about politicians he was hard working, principled and motivated by the public good, and an effective politician. Contributing to strategy, policy and procedure. T5: The lessons learned Business Traveller WebHeathrow Terminal 5 opened on 27 March 2008 with high expectations. We were struck by how So, how about media relations and PR post-T5 and the messaging campaign to the effect that Terminal 5 is working? 206 0 obj<>stream This is not now one cap fits all, explains Wolstenholme. Traditional tree structure approach is implemented for Heathrow Terminal-5, find the organization breakdown structure in the Appendix 123245. A passenger told the BBC: "Apparently the computer software told the baggage people that the flight had taken off. But BAA has to learn fast. 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. Given the new system's complexity, staff training and preparation was clearly lacking. stakeholders %%EOF 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.. Which business (or other) books have been influential in your career? And so it proved, but many CIOs still question BAs decision to take the flak on T5. Crisis management lessons from Terminal 5 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 What is ChatGPT and why does it matter? 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. British Airways CIO Paul Coby reveals lessons from Terminal 5 disaster Interview May 21, 200918 mins CareersIT LeadershipIT Strategy If youre in aviation, it However, BA underestimated the testing, integration, and release planning required to achieve a trouble-free launch. 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). Car park problems. The impact of the problem has hit the highest levels of British politics. BAs systems and IT infrastructure worked perfectly from day one. Langsdale, a vastly experienced CIO, wasnt employed at BAA in March 2008 when T5 opened but replaced Richard Rundle who retired last summer. BA acknowledged the critical importance of training in the kind of business transformation program that T5 represents. The Transport Select CIOs and IT leaders share the challenges they are experiencing in their current transformation initiatives. 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. Risk of differences in opinion. 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 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. After 15 years of planning and construction, the opening day of this high-tech facility at the worlds busiest We are very disappointed. And having spent so long planning and constructing this massive 4.3bn project, Wolstenholme clearly feels an acute sense of personal and collective loss from not having been able to celebrate the great work done on the project by more than 100 first tier suppliers and some 60,000 different people who contributed 100M man hours of work. 0000001005 00000 n Ensure the Scope of the project is achieved, if any variation order occurs proper planning to be done to overcome it. People expect a lot from CIOs. Its Heathrow, a beautiful new terminal is open and the first flight takes to the skies. It will contain 175 lifts, 131 escalators and 18km of conveyor belts for baggage handling. will review T5s progress. Theres the bigger role with shared services and that includes performance, business intelligence, operational research, property and business metrics. The roof on the main building of Heathrows Terminal 5 was completed last month. Heathrow 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. Level 3. on its first day of business. 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. much hoping for the best BAA had engaged in prior to the opening of Terminal Vanderlande Industries is fully responsible for design, software development, manufacturing, installation, commissioning and integration of this baggage handling system. 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. Heathrow's control tower with a departing Virgin Atlantic Boeing 747-400 in the background. External risks are the uncertainty which affects the organization/project by the external factors like environmental and downfall in the economy; these risks are uncontrollable by the organization which impacts the Scope. The record day for baggage (mis)handling at T5 was February 7, down to only five in 1000. 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. 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.". By Sharon Stufflebeme, Managing Director, Technology Consulting and Sandip Shah, Managing Director, Technology Consulting. One way towards agilty, appropriately enough, is through the Agile approach to software development that mandates frequent updating and closely orchestrated teamwork. I never contemplated resigning. Q. 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. 2. All rights reserved. The airline is moving onto the T5 systems, so they run for a year ready to operate at the new terminal when it opens in 2008. To overcome the communication T5 agreement. 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. To divert the two rivers around the airport by incorporating many ecological enhancements. Here's what you need to know, Apple sets June date for its biggest conference of 2023, with headset launch expected. Testing RFID blocking cards: Do they work? Abstract The success of the five-year construction phase of Terminal 5 at London's Heathrow airport was dependent of putting into effect the principles of a unique form of contract, called the Terminal 5 agreement. Considering these the risk assessment is done for Heathrow Terminal-5: Awareness of the Project to both the customers and stakeholders. In March this year BAA lodged a planning application for a second runway at Stansted. Admit to making mistakes, he wrote. Copyright 2003 - 2023 - UKEssays is a trading name of Business Bliss Consultants FZE, a company registered in United Arab Emirates. We plastered London with adverts to get people in and experience T5. The airline also handles mass disruption more effectively, he says. 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. The standards include Communication, Documentation, Change control Procedure. It set new records in January and February this year with 68 per cent of flights overall on time, and 87 per cent for European flights. 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. 0000000016 00000 n A. I dont read business books life is too short. 0000005764 00000 n 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. The [parliamentary] report makes clear the software for the baggage system is provided by BAA, their contractor Vanderlande and their subcontractor IBM. Effective agreement for HT-5 was achieved by using the Contract type NEC3. T5 is in a fantastic situation. We accepted responsibility for what happened to our customers because that was, and -remains, our primary accountability., Common goals Suppliers wanted to take on more risk where appropriate. At that, the intended capacity of T5 was 30 million passengers each year ( Towards a sustainable Heathrow 2011). Bags are automatically read, screened and sorted to their final build location via two electrical HELIXORTERS. In April, the CC s Emerging Thinking report cast doubt on whether BAAs airport ownership allowed proper competition. 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. We had to, and the great customer satisfaction scores show that T5 is now running extremely well. 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? On day one, the baggage system did what it was designed to do. In February, BA moved home from Terminal 1 to Terminal 3. 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. WebHeathrow's Terminal 5 is a good example of how stakeholders' perceptions of success, or failure, can vary enormously. If there isnt a demonstrable effect on revenues or customer benefit then we shouldnt be doing it, Coby admits. Although no formal planning application has been lodged for a third runway at Heathrow and there will not be one before 2010 at the earliest BAA has been working up plans which would see a new runway nestled between the airport and the M4 motorway. Yet many more will simply remember the opening day nightmare of thousands of delayed passengers, tens of thousands of lost bags and hundreds of cancelled flights. Confidentiality to be maintained by the respective authorities who manage the contract. * To meet the environmental standards and compensating the local residents plus the effect on the other four terminals. trailer 0000003080 00000 n Heathrows newest terminal to a halt. Building on the lessons of Terminal 5 hand over Heathrow Terminal 5 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. wrong namely issues with the baggage system, security searches and car Yes. 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. Jonathan Smith, Future T2 program director, Heathrow Airport, reveals how the Lean process can lead to improvements in airport construction, ahead of his presentation on the subject at the forthcoming Passenger Terminal CONFERENCE. Heathrow Terminal 5 Project Handling (Resolving, Escalating) the Project issues if encountered any during the Project life cycle, Updating to the action log as part of Lessons Learnt. In business, John Griffiths who I worked for in IBM in the early 1980s. At each level of tree structure breaks the Project deliverables and objectives to more specific and measurable packages/work packages. However, its early operations were marred v^ZXj2{rezl1nsusYl6.fw3wbI=wbK_. The baseline plan includes both schedule and resources, whether project is schedule overrun, resource allocation and budget status. 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. We are now going to do 80% of our work through 15 to 20 suppliers.. I never fail to be impressed by the breadth of skills and achievement of everyone in BAs IT department. A. A BA spokeswoman said delays in getting staff screened for work and other technical difficulties had caused the airline problems. From CIO UK: BAs CIO, Paul Coby told CIO UK [in March 2007] the IT work to support such a large-scale, new-build project was also going well. Search flights. 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. 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. It would be very foolish to assume otherwise. Early bags are stored in a BAGSTORE warehouse with 4,000 positions, allowing individual access to each bag any time. We are very proud of that and the serious commentators in the industry know what we did. How: Mode of medium used for the meeting. Now. 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. On it first day in operation, T5s bespoke baggage system was affected by a number of issues. 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. ", One baggage worker told the BBC the situation was "mayhem" and that the technical problems had been known about for some time. Thats unheard of at BA and again, Coby says its due to a fully-functioning, integrated T5. While that toxic crew denied any personal culpability for creating the economic maelstrom that is wrecking the globe, Walsh acknowledged that risks had been sanctioned by him and, with hindsight, the opening should have been delayed to allow for more training and familiarisation for BA staff. British Airways CIO Paul Coby reveals lessons from Dedicated to your worth and value as a human being! It was clear that different projects and different suppliers needed different procurement approaches to match risk to reward and optimise cost. A. 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. Managing day to day activities of the Organization and Operations Management ( HR, Admn, Finance and Purchase). What is your greatest strength? BA.com now represents 50 per cent of UK sales by volume and it provides a cost-effective customer service, says Coby. [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.. 0000002867 00000 n The purpose of Gantt chart for Heathrow Terminal-5 is to provide a visibility of estimated schedule and project status for the assigned deliverables/tasks throughout the project life cycle. With the benefit of hindsight it would have seemed more obvious to have done [the move into T5] in more incremental steps, he adds. The baggage handling system has a total of 12 transfer break lines and 132 check-in desks according to the walk through concept for easy flow of large number of passengers. Across the BAA airport portfolio there will be 12 programmes of work planned for Q5 13 if you include airline moves. confirmed. 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. Maintenance of the Terminal after handing over to BAA. In Q4 we tended to have isolated projects supporting individual terminals, he says. Recognise that technology is at the heart of everything an organisation does these days. All work is written to order. 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. Monitoring of issues and responding at the programme level. * Frankfurt airport and Schiphol airport of Amsterdam. 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. BAA and BA plan working together for system integration over two years, weve been focused on bringing systems together. Agile thinking When CIO published Cobys article entitled 50 Things I wish Id known before becoming a CIO a couple of years ago, number five on the list was entitled Try to be human. Picking good people. This is not BA software. Ensure the companies prosperity and Keeps the organizations mission, values, and vision. Why did BAs CEO and Coby, now Global CIO and Head of Financial Shared Services, take such a high-profile approach? chair, said: We acknowledge the inevitability of teething problems but it is We use cookies to personalize and improve your experience on our site. Philip has set up a Heathrow Customer Stakeholder Board which is has brought about a sea-change improvement in attitude and openness.

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