If your specific country is not listed, please select the UK version of the site, as this is best suited to international visitors. Copyright 2023 IDG Communications, Inc. British Airways CIO Paul Coby reveals lessons from Terminal 5 disaster, Socit de Tlcommunication Aronautique, dtSearch - INSTANTLY SEARCH TERABYTES of files, emails, databases, web data. 0000001706 00000 n Given the impact of day one, we were in a very bad place, says Coby. The work has involved 180 IT suppliers and seen 163 IT systems installed. we equip you to harness the power of disruptive innovation, at work and at home. 0 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. * The effect of the T5 Project on the operations of the other terminals. From the But the system is only part of a complex end to end baggage process, he explains. 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. The book I most admire is The Later Roman Empire by AHM Jones, because he pulled together everything then known about the so-called end of the Roman Empire and brilliantly described the economy and society in its entirety. A. WebYes, if the OP flights were both on United there would be no terminal change. "Here's my rundown of the major failures and why this debacle happened. Approving the contracts that are unfavourable to the organization, creating and/or signing contracts without advice/review by legal counsel. Do you have a sport you practise? opening on March 27 of the 4.3 billion terminal was a result of poor 4. A. I enjoy most meeting small groups of colleagues to talk about their work and especially their successes. 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. Publish that book on Roman history, Q. Internal risks are the uncertainty which occurs by the organization or within the organization like communication and resources; these can be controlled and monitored by the project manager. Study for free with our range of university lectures! 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. This began in the 1990s with the post-Latham predictable performance regime which led the way in delivery partnerships. How: Mode of medium used for the meeting. Admit to making mistakes, he wrote. As per Dobie (2007), project must be divided into measurable a package, that is actions which will contribute to the achievement of objectives. However, BA underestimated the testing, integration, and release planning required to achieve a trouble-free launch. Recognise that technology is at the heart of everything an organisation does these days. Yes. Delay of the services/materials from the Suppliers. (PDF) Analyzsing the Cause and Effect of Hethrow T5 Project and Heathrows newest terminal to a halt. Failure of align in meeting the interests of individuals and corporations. At BAAs other airports: Southampton, Aberdeen, Edinburgh and Glasgow, BAAs investment plans are not regulated by the CAA. Heathrow The roof on the main building of Heathrows Terminal 5 was completed last month. When we landed at Heathrow Airport in London, we learned we had to pick up our luggage at baggage claim, go through customs , check John MacGregor for whom I was the Bernard to his Minister [from the Yes, Minister sitcom]. The rogue software filter issue was identified and fixed by the Sunday. It is important to acknowledge that not all of these disastrous openings can be T5 is a complex multi-modal transport interchange designed to handle 30 million passengers per year over a 260 Ha site. Q. Which word or phrase do you most use/overuse? Work in integrated team irrespective of their different organizations. 0000003080 00000 n Here's what you need to know, Apple sets June date for its biggest conference of 2023, with headset launch expected. 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. system testing by BA as significantly contributory. Unauthorized employees signing the contracts, due to non-compliance of contract by suppliers and other contractors. Webdisastrous openings at US$3.9 billion and Heathrow-Terminal 5, London United Kingdom which commenced operations in 2008 with estimated cost of its disastrous openings at US$6.4 billion can also be added to this list. WebCrisis management lessons from Terminal 5 Last week saw the opening of Heathrow airports latest terminal and what should have been a flag-waving event turned into a The best AI art generators: DALL-E 2 and other fun alternatives to try, ChatGPT's intelligence is zero, but it's a revolution in usefulness, says AI expert. In February, 2008 ComputerworldUK reported: Airports authority BAA has begun looking for a service provider to work with it to help develop consistent IT systems at Heathrow and across the authoritys airports. }q}c'%ofnjvf6||}RMuG@?v80X9^w cg,d_U]$dh>xVlq9vn7.OQD[{ZiN~ {a,]'hWc`f ^Tq. To divert the two rivers around the airport by incorporating many ecological enhancements. Find the below communication flow among the Project team members for Heathrow Terminal-5, also find communication plan for find in the appendix. Canceled flights, lost baggage, and substantial delays were symptoms that arose from failures in management, planning, and testing on this expensive and complex project. chief executive said: We knew this was a risk, it was a calculated risk and a Crisis management lessons from Terminal 5 After 15 years of planning and construction, the opening day of this high-tech facility at the worlds busiest We broke the industry rule book, took on all the risk and we delivered that programme on time and on budget.. To construct a Terminal-5 building, inherits all modern facilities while meeting the Environmental standards. Effective agreement for HT-5 was achieved by using the Contract type NEC3. 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. Management of supplier/contractual relationships. So everyone in the plane just watched as all their suitcases were taken back into the terminal instead of being loaded on. 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. 0000003157 00000 n In SITA we have a new technology lab looking at IT innovation and I am on the board of SITAs joint venture with Airbus called OnAir, which is pioneering on-board data and voice connectivity. 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. The baseline plan includes both schedule and resources, whether project is schedule overrun, resource allocation and budget status. should have been delayed to allow for sufficient testing and training. 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. The standards include Communication, Documentation, Change control Procedure. Car park problems. Given everything else, this one's just icing on the cake. Heathrow airport accounts for almost 30 per cent of all passengers from UK airports and directly or indirectly supports 100,000 jobs. Project management at Heathrow Terminal 5 Heathrow Terminal 5. to holding daily and weekly meetings where attendees, including senior managers, This is not BA software. The new spur road links to M25 motorway and its widening to reduce the traffic congestion. This can be obtained by following the traditional method Hierarchical tree structure. One way towards agilty, appropriately enough, is through the Agile approach to software development that mandates frequent updating and closely orchestrated teamwork. Recruiting skill full Employees, Identifying the stakeholders, expertise as per the Project requirement. Modern Air Traffic Control tower, new rail station and links to the central London with Heathrow express and Piccadilly line extension. The first flight, a United 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. * Risk factors involved in the project (Economical, Political, Social, Environmental). 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. The computer cannot cope with the number of bags going through.". 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. Q. unfolded that BAA and BA only held joint meetings after things began to go Finally, make sure that the deliverables are specific has per the stakeholders and helps in identifying whether the deliverables are repetitive and overlapping. For historical reasons, the Stansted economic regulation report always comes a year later. London Heathrow says its has 'learned lessons from T5 opening' Since 2006, BAA has been developing its third generation capital value procurement strategy with which to roll out its forthcoming programmes of work. WebThe Barcelona-to-London flight was delayed. British Airways CIO Paul Coby reveals lessons from Terminal 5 disaster Interview May 21, 200918 mins CareersIT LeadershipIT Strategy If youre in aviation, it Cobys take is that the customer should always come first. A. I try to listen to my experts in the airline we have world-class talent. We are re-engineering the website via a project called Leapfrog. Find the proposed structure for Heathrow Terminal-5, Organization Breakdown structure, Work Breakdown Structure, Project Hierarchy structure, Gantt Chart in the appendix 1234456. startxref 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. What really matters there is we have a total alignment in goals and service ethos. What is Lemon8 and why is everyone talking about it on TikTok? 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. It has put out a tender for a framework agreement to find suppliers able to risk-assess any new systems it develops and to monitor and maintain those same systems once they are in use. The rating for the below is derived on the occurrence of probability and impact. Monitoring the project progress and performance, Status report to the Stakeholders in the form of Newsletter/Email/PPT. Heathrow Terminal 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. Under the agreed plan, BAA will spend 4bn at Heathrow and 874M at Gatwick to improve facilities. 194 13 Suppliers wanted to take on more risk where appropriate. Of 21 departures, 19 left on time. 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. %PDF-1.4 % We use cookies to personalize and improve your experience on our site. Is this a job interview? Coby explains that lean involves using simple, repeatable processes and only adopting complex technology when there is no alternative. 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. Q. 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. All rights reserved. So what can CIOs take away from Cobys experience of T5 and make sure that it doesnt happen on their watch? Planning, testing, and software quality assurance (QA). Purpose: Indicates the topics to be discussed. Customers dont care and nor should they if someone is directly employed by BA, SITA or Amadeus.. Which tools or tactics have given you most success in communicating? In 2003, I was elected Chair of SITA the airline industrys network and solutions company when it was seen as an anachronism selling purely commodity products. An operations readiness typology for mitigating against Heathrow Terminal 5 - Improving Delivery Models - GI Hub It would be very foolish to assume otherwise. Get started by entering your email address below. To overcome the uncertainty in a Project, flow of information should be addressed among the team members and respective authorities for controlling and monitoring. BA says around 75m of these costs are for technology, while BAA invested at least another 175m in IT systems. Airline. That performance is being enabled by T5, says Coby, and statistics show a marked improvement in baggage handling, punctuality and customer satisfaction. No, he says. We were struck by how If there isnt a demonstrable effect on revenues or customer benefit then we shouldnt be doing it, Coby admits. This leads to difficulty in negotiation between supplier and client, Risk of differences in business ethics leads to difficulty in decision making. Q. called the terminals opening an occasion of national embarrassment. 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. Think of BAA and you think of Heathrow Terminal Five (T5). 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. Also compare the actual costs and progress experienced with the costs and progress planned. The principal IT problems were in BAAs baggage systems. 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. And so it proved, but many CIOs still question BAs decision to take the flak on T5. To construct a state of the art Control Tower, designed to meet the demands of Air traffic control at Heathrow in the future. In this excerpt from Stakeholder Relationship Management, author Dr. Lynda Bourne follows the saga of T5 from construction through to its public opening in 2008, and examines whether the passage of time can alter those perceptions. I want people to get up in the morning and to do something that matters to them, he says. communication and preparation on the part of both BAA and British Airways. Misplacing the approved contracts, having inefficient and inconsistent contract policies and process across the organization. From the official brochure: Terminal 5's technical complexity matches its physical size. Across the BAA airport portfolio there will be 12 programmes of work planned for Q5 13 if you include airline moves. Devices are deployed, connections are being integrated and 2007 will be testing year. 2023 ZDNET, A Red Ventures company. If any issue with respect to sustainability, the designed and approved sustainable frame work as to be applied at regular intervals. 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. 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. 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. * The estimated Cost of the project may increase because of the macro economical factors like exchange rate, cost of the materials and workforce. The Transport Select <]>> terminal 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. Heathrow Terminal 5: delivery strategy Thats the environment in which we will be operating over the next few years. According to Lock (2007) the compliment of good management communications is the provision of adequate feedback paths through and across the organization. T5: The lessons learned Business Traveller 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. Do you have a 2:1 degree or higher? 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. much hoping for the best BAA had engaged in prior to the opening of Terminal to set the scene this session explored what we can learn from both of these case studies and how we can apply these lessons learned to future projects. After six years of What has been your biggest mistake? But BAA has to learn fast. Agile is fascinating, Coby says. Thats fundamental., Q. 2. Heathrow Terminal 5: a fresh approach to the Balanced Scorecard Langsdale, a vastly experienced CIO, wasnt employed at BAA in March 2008 when T5 opened but replaced Richard Rundle who retired last summer. Agile thinking It will contain 175 lifts, 131 escalators and 18km of conveyor belts for baggage handling. 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. Has Kansas City finally learned its lesson for KCI airport traffic Here you can choose which regional hub you wish to view, providing you with the most relevant information we have for your specific region. The sheer physical size of the project is impressive. The [parliamentary] report makes clear the software for the baggage system is provided by BAA, their contractor Vanderlande and their subcontractor IBM.