Passionate about BA, hes survived huge corporate ructions over the last 12 years but did he ever consider quitting over T5? 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. This new runway could take Heathrows capacity from the predicted 2012 maximum of 78M passengers a year to 122M. Yes, hurray, drivers looking to pick up passengers outside the new arrival gates at Kansas City International Airport seem to have finally learned where the cellphone lot is. construction T5 left thousands without their baggage, and cancelled 34 flights Make sure milestones and deliverables to be achieved as per schedule. The IBM software works out where the bags are supposed to be going, and logistics software works out the best way to get there. Heathrow Terminal 5: delivery strategy Has Kansas City finally learned its lesson for KCI airport traffic A. stakeholders It was a matter of extreme urgency and Coby clearly used every resource, asset and influence to do that. Every five years, new price controls are set and April saw the start of the fifth quinquennial period (Q5) which set price controls and spending plans for Heathrow and Gatwick Airports. The activities lying on the critical path must to be given Priority by the management and supply resources if required. Deliverables: The outcome during the discussion for that meeting. Andrew Wolstenholme, BAA Capital Projects director interview by Antony Oliver. To construct a state of the art Control Tower, designed to meet the demands of Air traffic control at Heathrow in the future. 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. Environmental friendly terminal-5 building with better quality and services. Although the peak workforce at Heathrow Terminal 5 was less than 10 000 workers, over 70 000 were inducted in the course of the construction at peak over 30 000 workers would pass through the Olympic Park entry plazas involved in different packages of work. Its a dire situation, far worse than 9/11 in terms of revenue challenges and the sheer systemic shock, says Coby. Funding Issue throughout the Project Life Cycle, Uncertainty of the market (eg: Market Fluctuation, Inflation), Insufficient revenues to repay the debts after the Project Completion. Bags are automatically read, screened and sorted to their final build location via two electrical HELIXORTERS. Type: Indicates the subject of the meeting. In the airport design sector, the company is most known for Heathrows Terminal 5 (T5) building, which opened in March 2008 after 19 years of design and construction, and the longest public inquiry in British history. WebFind Heathrow Terminal 3 flight information, maps, driving directions, public transport, airlines and information about services and facilities. Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. 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. Given the new system's complexity, staff training and preparation was clearly lacking. BA now has Continuous Improvement Groups to better understand when things go wrong, fix them and ensure they dont happen again. If spend is not discretionary, how do we reduce it? 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. 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. Find the proposed structure for Heathrow Terminal-5, Organization Breakdown structure, Work Breakdown Structure, Project Hierarchy structure, Gantt Chart in the appendix 1234456. This is the year we put the IT infrastructure and systems in place to manage our people and passengers, he said. "We have concerns about the routine collection of fingerprint information from passengers and we will require reassurance from BAA that the data protection implications of the proposals have been fully addressed," said an ICO spokeswoman. "Here's my rundown of the major failures and why this debacle happened. 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 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. If youre in aviation, it doesnt get much better. How: Mode of medium used for the meeting. Heathrow's new Terminal 2 has welcomed its first passengers, with the airport insisting it has learned lessons from the opening of Terminal 5. I never fail to be impressed by the breadth of skills and achievement of everyone in BAs IT department. Given the impact of day one, we were in a very bad place, says Coby. on its first day of business. 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. This is not now one cap fits all, explains Wolstenholme. The founder of Gantt chart Henry Lawrence Gantt used this tool to show the actual schedule and progress of the project was invented on 1920s and used on large projects from 1931. communication and preparation on the part of both BAA and British Airways. 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. I cant pretend that there wasnt a knock of pride, says BAA Capital Projects director Andrew Wolstenholme, who led the T5 project and who now is responsible for delivering BAAs 6.6bn programme of post T5 work by 2013. CIOs and IT leaders share the challenges they are experiencing in their current transformation initiatives. To construct a Terminal-5 building, inherits all modern facilities while meeting the Environmental standards. Building on the lessons of Terminal 5 hand over They want leadership but prefer to work with someone who is not afraid to show that they have emotions too. Its about delivery in weeks, not years. The facility, situated on a 251hectar site had 6000 people working on site at any one time (Health and Safety Executive, 2005). It took six years to build at a cost of 4.3bn. Search flights. 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. T5: The lessons learned Business Traveller Heathrow's control tower with a departing Virgin Atlantic Boeing 747-400 in the background. 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. Q5 will be successful if we have really transformed our airports - if people continue to say that was the best passenger experience.. WebYes, if the OP flights were both on United there would be no terminal change. From Computing: Training and familiarisation procedures were carried out for a year so that staff could test the new IT systems in place throughout the building. Lessons had to be learned. 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. Concorde G-BOAB in storage at Heathrow. Stranded travelers immediately understood how problems with the baggage handling system affected them personally. 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. 206 0 obj<>stream * Frankfurt airport and Schiphol airport of Amsterdam. Heathrow Terminal 5 and Wembley are two high profile projects whichwere both for different reasons perceived as less than successful by the public. 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. 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. We accepted responsibility for what happened to our customers because that was, and -remains, our primary accountability., Common goals 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. 5. 0000005764 00000 n Critical If BAA is considered to be anti-competitive it could force BAA to sell assets for example Gatwick. Heathrow Terminal 5. British Airways started system testing a year ago. To overcome the uncertainty in a Project, flow of information should be addressed among the team members and respective authorities for controlling and monitoring. 0000001294 00000 n Q. So what can CIOs take away from Cobys experience of T5 and make sure that it doesnt happen on their watch? 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). Not next quarter or next year. *You can also browse our support articles here >. Baggage systems failure. The record day for baggage (mis)handling at T5 was February 7, down to only five in 1000. WebHeathrow's Terminal 5 is a good example of how stakeholders' perceptions of success, or failure, can vary enormously. 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. Monitoring the project progress and performance, Status report to the Stakeholders in the form of Newsletter/Email/PPT. 5.. All work is written to order. 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 To those close to the project, T5 will always be an engineering masterpiece which, constructed on time and to budget, pushed forward the concept of modern infrastructure delivery. IT is in my view a team sport. As per Dobie (2007), project must be divided into measurable a package, that is actions which will contribute to the achievement of objectives. 0000002645 00000 n In Q4 we tended to have isolated projects supporting individual terminals, he says. No plagiarism, guaranteed! 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. 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. It was their accountability and the accountability of their suppliers. Coby is on record as saying: SAP is the highest cause of fatalities among CIOs, and he looks positively cheerful when confirming that a global ERP project was canned. (PDF) Analysing the Cause and Effect of I.S Failures in Complex Heathrow's new Terminal 2 has welcomed its first passengers, with the airport insisting it has learned lessons from the opening of Terminal 5. 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. Which tools or tactics have given you most success in communicating? A. I try to listen to my experts in the airline we have world-class talent. Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. Heathrow Terminal 5 British Airways CIO Paul Coby reveals lessons from Heathrow Theres the bigger role with shared services and that includes performance, business intelligence, operational research, property and business metrics. Project scope. After 15 years of planning and construction, the opening day of this high-tech facility at the worlds busiest One of the drivers for getting simplicity into our organisation is to take out these handovers. He says that if you are looking for key lessons learnt from T5 opening, one must be for BAA to assure the smooth integration by all parties of projects back into the operating airline business. Planning, testing, and software quality assurance (QA). To improve the road infrastructure, new spur road to the M25 linking the terminal to the national road network. From time to time problems have developed that were not encountered during the extensive trials. There will be two systems including a main baggage sorter and a fast track system. The principal IT problems were in BAAs baggage systems. 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. Among all the other problems, the BBC reports that terminal staff had trouble new parking garages, which exacerbated the other issues. 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. How do you keep up to date with the march of technology? 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. should have been delayed to allow for sufficient testing and training. %PDF-1.4 % Along with BAA, they are the most mission-critical for us and we need very particular relationships with those organisations. Reviews and approves the annual budget, Program plans and organizational policies. Misplacing the approved contracts, having inefficient and inconsistent contract policies and process across the organization. There probably isnt a more important or more challenging programme of work in the UK than transforming Heathrow.. BAs systems and IT infrastructure worked perfectly from day one. Diversion of two rivers round the west of the airport incorporating many ecological enhancements( eg: Water Quality), Failure to compliance the standards for environmental act (Misunderstanding of process and pathways of the environment), Failure to meet the standard of air quality which defined before the execution of the project, Failure to meet the standards defines in Control of Pollution Act Section 61 agreement, Improper waste management will increase the estimated budget( eg: use of recycled product), Making sure the social activity of the people surrounding the construction site will not affect (eg: transportation, Traffic), Failure to compliance the policies of the government (will affect the progress of Project), Change in Government could lead to change in foreign policies and affect the project. Heathrow 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. A. A. BA.com now represents 50 per cent of UK sales by volume and it provides a cost-effective customer service, says Coby. * Risk factors involved in the project (Economical, Political, Social, Environmental). 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. A. this lack of co-operation, though the TSC also cited poor staff training and As a former public monopoly, BAA airports in the South East (Heathrow, Gatwick and Stansted) are regulated by the Civil Aviation Authority (CAA) . Which business (or other) books have been influential in your career? Car park problems. Cobys take is that the customer should always come first. 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. Designing the Modern Airport - Airport Technology Yes. 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. Ensure the adequate resources (Financial, Expertise, Technology) are available to the organization. Airline terminal moves - From 23 March, Air France and KLM are moving their operations from Terminal 3 to Terminal 4. The program included two large terminal Risk of overrun of the budget due to improper scheduling, Risk of Schedule Slip. Ms Ellman, who The systems incorporated in T5 severely taxed BA's planning, testing, and deployment capabilities. 0000001451 00000 n We may fly to 157 countries and deal with 34 million customers a year but we are a tiny part of the worlds inter-actions and growing interdependencies, Coby says. Considering these the risk assessment is done for Heathrow Terminal-5: Awareness of the Project to both the customers and stakeholders. 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. The application signalled the operators long term ambition to boost capacity at the airport beyond the single runway maximum of 35M passengers/year. WebTerminal 2 opening: three lessons Heathrow has learned from Terminal 5. 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. It also describes salient details designed into the commercial policy, namely in relation to managing design change, paying suppliers for their work, and rewarding exceptional performance. Heathrow Terminal 5 By controlling how much BAA charges airlines and how much BAA spends on infrastructure, the CAA hopes to encourage efficient airport development. He adds: I want to create opportunities for the best suppliers and for the best individuals in the industry to come together in an exciting environment. There were no hitches that day and the first flight left a minute early. * Sustainability of the Project in terms of environmental, social and economic factors. 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. Despite these positive outcomes, many have argued that BA should still have delayed T5 but Walsh later explained that the effect of a postponement would have been to lose the summer operating season.
