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. Geez, isn't that always what seems to happen? 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. To overcome the uncertainty in a Project, flow of information should be addressed among the team members and respective authorities for controlling and monitoring. 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. Publish that book on Roman history, Q. No plagiarism, guaranteed! 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. At BAAs other airports: Southampton, Aberdeen, Edinburgh and Glasgow, BAAs investment plans are not regulated by the CAA. Consider relationship interdependencies, internally and externally; Not The Best Start: Heathrow Airport Terminal 5's Teething Problems And your greatest success? Coby concludes: Everyone learned a lot from T5, which is surely the most important point, and precisely why the terminal is functioning so well now., 1978: Joined civil service as trainee and worked in Departments of Transport and Environment, 1992: Principal Private Secretary to John MacGregor as Secretary of State for Transport, 1996: Secondment to BA Information Management department, 1997: Joined BA and led the outsourcing of its reservations and check-in systems to Amadeus, 2000: Appointed CIO with accountability for IT policy and strategy, 2001: Made BA Group CIO with responsibility for IT operations and new IT developments, developing BA.com and IT for T5, 2009: Added role as Head of Financial Shared Services. Terminal 5 The UK's largest free-standing building, T5 offers travellers space, style and world-class service in abundance. BAs systems and IT infrastructure worked perfectly from day one. 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. Getting people to understand the new role of technology and buy into the new proposition was our biggest challenge, he said. Heathrow Terminal 5: delivery strategy 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. 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. This will not be the case for T5. Q. will review T5s progress. 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. We use cookies to personalize and improve your experience on our site. Here's what you need to know, Apple sets June date for its biggest conference of 2023, with headset launch expected. 194 13 xbb``b``3 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? Know that CIOs and their teams need to be recognised as trusted advisors providing an inside track on technology. Devices are deployed, connections are being integrated and 2007 will be testing year. From the I am going to skip this question. 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. The British Airports Authority eliminated biometric security measures (fingerprinting all passengers) immediately prior to the terminal opening due to legal questions. Thats the environment in which we will be operating over the next few years. CEO Colin Matthews joined BAA just prior to T5 opening. BON APPETIT Restaurants at Terminal 5 A contingency plan is also derived to mitigate the risk, below is the proposed Probability-Impact matrix for Heathrow Terminal-5: Resources Organizational Issues, Airport Security, Legal Issues, Technology, Corporate Governance, Design Political, Cultural, Adverse Publicity, As per PMBOK 3rd Edition work breakdown structure is defined as A deliverable-oriented hierarchical decomposition of the work to be executed by the project team to accomplish the project objectives and create the required deliverables., The Purpose of Work breakdown structure in Heathrow Terminal-5, firstly it helps the project manager accurately in defining and organise the scope of the Project. Capital Projects director Andrew Wolstenholme is in charge of delivering the challenges of post-Terminal 5 airport construction. *You can also browse our support articles here >. Planning, testing, and software quality assurance (QA). Miliband said a furious EU ministerial counterpart, whose bags had been lost at T5, had asked him to reprimand BA and BAA. How do we do that? Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. To construct a Terminal-5 building, inherits all modern facilities while meeting the Environmental standards. Its a dire situation, far worse than 9/11 in terms of revenue challenges and the sheer systemic shock, says Coby. But the airport insists it's learned its lessons. Case Study BAA Terminal 5 Project Introduction We must spend only on the things that matter, that deliver great payback or create direct relationships with customers. We are where we wanted to be on day one and have statistics to prove it. With consumers starting their search for new vehicles online, and even visiting showrooms and test driving cars virtually, Volkswagen Financial Services South Africa had to modernize their digital processes in order to keep up with demand. As such, the amount it can charge airlines to use its facilities and thus the amount it must then plough back in to create new airport infrastructure is strictly governed and reviewed on a five yearly quinquennial cycle. At that, the intended capacity of T5 was 30 million passengers each year ( Towards a sustainable Heathrow 2011). So, we have lost some very senior people and thats as true in IT as elsewhere. Consultation with the industry demonstrated that a T5 Agreement style cost reimbursable procurement process would not be suitable across the board in Q5. Privacy concerns. Commodity builders will handle the less complex, more definable jobs typically worth between 2M and 30M such as car parks and landside roads. And so it proved, but many CIOs still question BAs decision to take the flak on T5. Delay of the services/materials from the Suppliers. 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. Confidentiality to be maintained by the respective authorities who manage the contract. Defines the Project structure for the organization. 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 represents a major step in the transformation of Heathrow and it is now a major gateway to the UK. 0000000556 00000 n The closeness with which BA and BAA now -operate cant be overstated. We provide telecommunications, systems and solutions to airlines, airports, governments and the UN, so if you check in at an airport or use a self-service kiosk there is a high chance that your agents screen, the kiosk or the baggage system and networks used will be provided by SITA. Dedicated to your worth and value as a human being! Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. When we landed at Heathrow Airport in London, we learned we had to pick up our luggage at baggage claim, go through customs , check WebHeathrow Terminal 5 opened on 27 March 2008 with high expectations. Heathrow airport accounts for almost 30 per cent of all passengers from UK airports and directly or indirectly supports 100,000 jobs. 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. Baggage systems failure. It was their accountability and the accountability of their suppliers. 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). Deals with challenges and issues with regard to Corporate Governance, Corporate social responsibilities and corporate ethics. What lessons were learned from this project? Sixty aircraft stands which can adopt most advanced aircrafts and runway connections. HEATHROW TERMINAL 5 Has Kansas City finally learned its lesson for KCI airport traffic With a truly global board of directors from across the industry and an excellent management team we have turned SITA into a strong and competitive company with no debt and cash in the bank. Heathrow Terminal-5 - UKEssays.com Lessons had to be learned. Approving the contracts that are unfavourable to the organization, creating and/or signing contracts without advice/review by legal counsel. We plastered London with adverts to get people in and experience T5. 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. He says its no coincidence that customers saying they were very or extremely satisfied is up to 75 per cent of respondents, and that there are similar improvements in punctuality and baggage handling. Do you have a 2:1 degree or higher? What is your greatest strength? Indulge and unwind. 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. From ComputerworldUK : Terminal 5 has cost A public relations disaster. Ensure the Scope of the project is achieved, if any variation order occurs proper planning to be done to overcome it. Heathrow Terminal Terminal 5 By controlling how much BAA charges airlines and how much BAA spends on infrastructure, the CAA hopes to encourage efficient airport development. 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. 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 We had to, and the great customer satisfaction scores show that T5 is now running extremely well. 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. Picking good people. 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. I also write a very intermittent blog and have enjoyed participating in online discussions with colleagues across BA. Find the proposed structure for Heathrow Terminal-5, Organization Breakdown structure, Work Breakdown Structure, Project Hierarchy structure, Gantt Chart in the appendix 1234456. 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. 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. 0000001005 00000 n (in concurrence with the Competition Commissions findings). 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. 0000000016 00000 n Keeping the above factors for Heathrow terminal-5 the below are identified and classified as. Project scope. It would be very foolish to assume otherwise. We are re-engineering the website via a project called Leapfrog. The program included two large terminal %PDF-1.4 % 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. 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. IT failure at Heathrow T5: What really happened | ZDNET WebOpen Document Introduction Work on the London Heathrow terminal 5 (T5) began in 2002 after a 4 year public enquiry. 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. WebCrisis management lessons from Terminal 5 Last week saw the opening of Heathrow airports latest terminal and what should have been a flag-waving event turned into a That must be true for every business nowadays, regardless of sector. Additionally, Biman Bangladesh Airlines will also be moving from Terminal 3 to Terminal 4 from 29 March. 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. To have Heathrow Terminal-5 to be delivered successfully, British Airport Authority had come up with the introduction of T5 Agreement which is based on the commitment and involvement of both BAA and Stakeholders in achieving the deliverables while overcoming the occurrence of risk. Q. should have been delayed to allow for sufficient testing and training. A. I try to listen to my experts in the airline we have world-class talent. Passengers can walk airside between the domestic terminals, 1-3, but terminal 5 is located a pretty far

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