With the benefit of hindsight it would have seemed more obvious to have done [the move into T5] in more incremental steps, he adds. 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. Late bags can be transported at high speed via BAGTRAX directly to the head of stands where the awaiting aircraft are parked. Also compare the actual costs and progress experienced with the costs and progress planned. 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. Sixty aircraft stands which can adopt most advanced aircrafts and runway connections. The TSC Has Kansas City finally learned its lesson for KCI airport traffic However, this Business Report is to evaluate information system failures in London Heathrow T5 project and to evaluate the project management and operations Q5 is about programmes of work to transform our airports. But BAA has to learn fast. We were struck by how The application is of course subject to public inquiry but BAA anticipates that if the application proceeds smoothly it could potentially start construction of the new facility in 2011 ahead of an 2015 opening. 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. Commodity builders will handle the less complex, more definable jobs typically worth between 2M and 30M such as car parks and landside roads. Committee (TSC) investigating the debacle has concluded that the chaotic 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. Its in character. Andrew Wolstenholme, BAA Capital Projects director interview by Antony Oliver. have been made to ensure operations run smoothly in the future. Lessons learned conclusion. 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. wrong namely issues with the baggage system, security searches and car Heathrow has five, totalling 4bn and Gatwick has two worth around 874M assuming that BAA is not forced to sell this asset as the result of the ongoing Competition Commission review. At that, the intended capacity of T5 was 30 million passengers each year ( Towards a sustainable Heathrow 2011). Chaotic Opening Of London Heathrow Terminal 5 Additionally, Biman Bangladesh Airlines will also be moving from Terminal 3 to Terminal 4 from 29 March. 194 0 obj <> endobj Heathrow Terminal 5 is the Effective agreement for HT-5 was achieved by using the Contract type NEC3. Make time for my family, write Roman history and model 19th-century German railways. Q5 will be successful if we have really transformed our airports if people continue to write letters saying: that was the best passenger experience and what a great building and infrastructure have been produced on the way there. "Here's my rundown of the major failures and why this debacle happened. 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. Free resources to assist you with your university studies! Here's my rundown of the major failures and why this debacle happened. WebThe case describes in detail the relational ethos of the T5 agreement based on principles of trust, collaborative work, and problem solving. confirmed. Theres no point in accountability if you cant do something with it. 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. Terminal 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. Management of supplier/contractual relationships. From the 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. If you outsource functions, thats still your accountability as a CIO and as a brand. 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. What lessons were learned from this project? A. We must reduce cost across all of those. 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. 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. To construct a state of the art Control Tower, designed to meet the demands of Air traffic control at Heathrow in the future. 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. 0000005764 00000 n Delivering the required information to authorized people, also make sure there is no breakdown of communication between the two interface, Updation of the latest clauses if any during the review meetings, poorly written/executed contracts there is a risk to the organizations assets, property and reputation. 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. 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 Publish that book on Roman history, Q. T5: The Concept 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. 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. Ensure the adequate resources (Financial, Expertise, Technology) are available to the organization. From time to time problems have developed that were not encountered during the extensive trials. 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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.. The Transport Select Heathrow Terminal 5 Risk Management Willie Walsh, BAs The principal IT problems were in BAAs baggage systems. Recruiting skill full Employees, Identifying the stakeholders, expertise as per the Project requirement. 0000002867 00000 n It took six years to build at a cost of 4.3bn. Finally, make sure that the deliverables are specific has per the stakeholders and helps in identifying whether the deliverables are repetitive and overlapping. admitted that staff training had not been thorough enough, and that the opening 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." Vanderlande Industries is fully responsible for design, software development, manufacturing, installation, commissioning and integration of this baggage handling system. 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. 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. WebCentral waiting area in Terminal 5. If any issue with respect to sustainability, the designed and approved sustainable frame work as to be applied at regular intervals. So, how about media relations and PR post-T5 and the messaging campaign to the effect that Terminal 5 is working? T5 is a complex multi-modal transport interchange designed to handle 30 million passengers per year over a 260 Ha site. The baseline plan includes both schedule and resources, whether project is schedule overrun, resource allocation and budget status. 206 0 obj<>stream A. A. Heathrow Terminal 5 Project Along with BAA, they are the most mission-critical for us and we need very particular relationships with those organisations. Secondly it helps in assigning roles and responsibilities, resource allocation to the Project. 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. On day one, the baggage system did what it was designed to do. Customers dont care and nor should they if someone is directly employed by BA, SITA or Amadeus.. Coby says: The mea culpa is, in my view, unavoidable, honourable and the right thing to do and, when I talk to people who were there, they recognise that., Human face Theres the bigger role with shared services and that includes performance, business intelligence, operational research, property and business metrics. We are where we wanted to be on day one and have statistics to prove it. Purpose: Indicates the topics to be discussed. Computer Weekly reports that IBM supplied software components: The system was designed with Dutch company Vanderlande and IBM. 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. Maintenance of the Terminal after handing over to BAA. If your specific country is not listed, please select the UK version of the site, as this is best suited to international visitors. Project structure includes both Organization structure and management structure. Liz Weston: 3 Lessons I Wish I'd Learned Sooner about Travel 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. To divert the two rivers around the airport by incorporating many ecological enhancements. The [parliamentary] report makes clear the software for the baggage system is provided by BAA, their contractor Vanderlande and their subcontractor IBM. 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. 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. British Airways started system testing a year ago. It was a matter of extreme urgency and Coby clearly used every resource, asset and influence to do that. to holding daily and weekly meetings where attendees, including senior managers, ", One baggage worker told the BBC the situation was "mayhem" and that the technical problems had been known about for some time. It was their accountability and the accountability of their suppliers. 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. 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. Chicago O'Hare changing from Terminal 1 to Terminal 5 Overall management and co-ordination of the projects. This is not BA software. 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. If there isnt a demonstrable effect on revenues or customer benefit then we shouldnt be doing it, Coby admits. Writing on his blog, the foreign secretary said he had been harangued at a gathering of EU foreign ministers, days after the terminal's opening was marred by a botched baggage handling operation and multiple flight cancellations. For some projects, people were asking for new systems to support their work, but we actually changed the process and brought no IT.. 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? 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. Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. 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. Get started by entering your email address below. If BAA is considered to be anti-competitive it could force BAA to sell assets for example Gatwick. WebDeveloping Heathrow terminal five was perceived as crucial to meet the demand for travel and passenger growth. BA uses the lean model to assist the carrier to reduce overheads and manage the enormous task of handling business change and the massive integration challenge involved in this large-scale project. Complex Build Integrators will tackle complex, higher risk projects, typically worth between 30M and 300M. From ComputerworldUK: Terminal 5 has cost BA and the British Airports Authority 4.3bn [$8.5 billion] to build and outfit. Environmental friendly terminal-5 building with better quality and services. Delivering London 2012: health and safety | Proceedings of the 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. In an irony perhaps better suited to a BBC sitcom, the British Airports Authority recently solicited for software quality assurance vendors. The program included two large terminal we equip you to harness the power of disruptive innovation, at work and at home. 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.