%PDF-1.4 % unfolded that BAA and BA only held joint meetings after things began to go Small cog 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. T5 is in a fantastic situation. Given everything else, this one's just icing on the cake. 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. Everyone in BA recognised that it does not matter to our customers where the problems were they paid good money, bought tickets from BA and deserved to have a great travel experience, which we did not deliver. The record day for baggage (mis)handling at T5 was February 7, down to only five in 1000. I never fail to be impressed by the breadth of skills and achievement of everyone in BAs IT department. The project phase as combined related project activities to achieve a logical outcome like major deliverables; these deliverables form the milestone throughout the lifecycle. Critical For some projects, people were asking for new systems to support their work, but we actually changed the process and brought no IT.. Do you have a sport you practise? BA now has Continuous Improvement Groups to better understand when things go wrong, fix them and ensure they dont happen again. As a former public monopoly, BAA airports in the South East (Heathrow, Gatwick and Stansted) are regulated by the Civil Aviation Authority (CAA) . opening on March 27 of the 4.3 billion terminal was a result of poor Approving the contracts that are unfavourable to the organization, creating and/or signing contracts without advice/review by legal counsel. Management of supplier/contractual relationships. 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). Airline terminal moves - From 23 March, Air France and KLM are moving their operations from Terminal 3 to Terminal 4. To develop the Rail infrastructure by extension of Heathrow express, London underground Piccadilly Line and creating six platform Rail station. In business, John Griffiths who I worked for in IBM in the early 1980s. Registered office: Creative Tower, Fujairah, PO Box 4422, UAE. The Commission said it was satisfied that the right steps And it said it also wants firms to conduct risk and integrity analyses of proposed system architectures and provide guidance on assurance issues.. WebIntroduction BAAs Terminal 5 Programme at Heathrow Airport is currently one of Europes largest construction projects. Picking good people. This new runway could take Heathrows capacity from the predicted 2012 maximum of 78M passengers a year to 122M. Terminal 5 represents an enormous investment in buildings, systems, technology, systems, and human processes. Overall management and co-ordination of the projects. Please find the communication Plan in the appendix 12345, Risk management is the act or practice of dealing with risk. * The competition from the other contemporary rivals like Charles De Gaulle airport in Paris and. BA representatives 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. 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. Committee (TSC) investigating the debacle has concluded that the chaotic The work has involved 180 IT suppliers and seen 163 IT systems installed. Maintenance of the Terminal after handing over to BAA. Across the BAA airport portfolio there will be 12 programmes of work planned for Q5 13 if you include airline moves. The TSC Environmental friendly terminal-5 building with better quality and services. However, BA underestimated the testing, integration, and release planning required to achieve a trouble-free launch. 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. First, there were technical software problems, but more significantly BAs challenge was integrating teams of staff, and it has been addressing this as a priority. [N]ational pride has been dented. Deliverables: The outcome during the discussion for that meeting. Know that CIOs and their teams need to be recognised as trusted advisors providing an inside track on technology. The baseline plan includes both schedule and resources, whether project is schedule overrun, resource allocation and budget status. 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 purpose of communication plan is to overcome the communication breakdown among the project team members and also helps in monitoring the Progress and Difficulties of the Project. 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. A public relations disaster. This is entirely down to Colin and Philip but we believe we have resolved all the issues with BAA. Risk of overseeing the specification, assumptions and requirement of the product during starting phase of design, Risk of including the extra cost due to complex design. Which tools or tactics have given you most success in communicating? Dont believe all the things you read about politicians he was hard working, principled and motivated by the public good, and an effective politician. Heathrows newest terminal to a halt. Consider relationship interdependencies, internally and externally; Do you have a 2:1 degree or higher? How do you keep up to date with the march of technology? A passenger told the BBC: "Apparently the computer software told the baggage people that the flight had taken off. 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.. So what can CIOs take away from Cobys experience of T5 and make sure that it doesnt happen on their watch? 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 Milestone 3: Completion of Airfield and runway. Risk of overrun of the budget due to improper scheduling, Risk of Schedule Slip. The costs of that would have been crippling to BA, which like the rest of the airline industry is under pressure. T5 is a complex multi-modal transport interchange designed to handle 30 million passengers per year over a 260 Ha site. WebYes, if the OP flights were both on United there would be no terminal change. What profession would you most like to attempt? If the BA.com guy can demonstrate that spending 100,000 will deliver a quarter of a million pounds this financial year, then yes, we will invest, he says. Also acts as an approval document for the proposed Project. The rating for the below is derived on the occurrence of probability and impact. 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. 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. The systems incorporated in T5 severely taxed BA's planning, testing, and deployment capabilities. 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. A BA spokeswoman said delays in getting staff screened for work and other technical difficulties had caused the airline problems. 10% off Management Today's Leadership Learning programme. It took six years to build at a cost of 4.3bn. Getting people to understand the new role of technology and buy into the new proposition was our biggest challenge, he said. Q. There were no hitches that day and the first flight left a minute early. 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. There probably isnt a more important or more challenging programme of work in the UK than transforming Heathrow.. Ensuring proper flow of cash from the stakeholders throughout the life cycle, Risk of migration of skilful, resourceful, expertise employee of company to competitive organization, improper usage of limited resources by unskilled employee. At BAAs other airports: Southampton, Aberdeen, Edinburgh and Glasgow, BAAs investment plans are not regulated by the CAA. My hero is of course Vetinari Defines the Project structure for the organization. 4. But the airport insists it's learned its lessons. 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. Im an inexpert skier but love the views and its a sport you can do as a family. A. This almost-great Raspberry Pi alternative is missing one key feature, This $75 dock turns your Mac Mini into a Mac Studio (sort of), Samsung's Galaxy S23 Plus is the Goldilocks of Smartphones, How the New Space Race Will Drive Innovation, How the metaverse will change the future of work and society, Digital transformation: Trends and insights for success, Software development: Emerging trends and changing roles. 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. Weve reintroduced some 9/11 measures like the much hated Star Chamber where every single piece of expenditure gets looked at. xref will review T5s progress. WebCentral waiting area in Terminal 5. The closeness with which BA and BAA now -operate cant be overstated. Oh, and Terry Pratchetts Discworld series for insights into human (and non-human) nature. Admit to making mistakes, he wrote. 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. With a functioning T5 theres now a take-off or landing every 57 seconds. 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. WebHeathrow Terminal 5 opened on 27 March 2008 with high expectations. 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. At that, the intended capacity of T5 was 30 million passengers each year ( Towards a sustainable Heathrow 2011). IT is in my view a team sport. 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. Walsh shouldered the responsibility and was extraordinarily frank during the Parliamentary Transport Committees enquiry into T5. BA blamed the glitches on problems with "staff familiarisation", which had a knock-on effect on bags and flights. 0 The activities/task may be listed in order of entry of Start date, Finish date, duration and Slack and appropriate to their graphical bars we can find the Start, Finish, duration and slack as well. Privacy concerns. 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. Communication can also be defined as transfer of valid information from an entity to another, Purpose of a communication plan is to transfer of required information to the audience, associated with respect to those issue/updates/scenarios. No plagiarism, guaranteed! Minutes of meeting played an vital role to monitor if any issues occurred. WebDeveloping Heathrow terminal five was perceived as crucial to meet the demand for travel and passenger growth. In March this year BAA lodged a planning application for a second runway at Stansted. BAA and BA have now committed risk that I agreed to take.. Coby explains that lean involves using simple, repeatable processes and only adopting complex technology when there is no alternative. The purpose of risk matrix is to determine the level of risk (High, Medium and Low), resulting provides information to both Stakeholders/Organization to concentrate and mitigate the identified risk. 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. Its a tribute to how well the whole thing is working together. It was a matter of extreme urgency and Coby clearly used every resource, asset and influence to do that. BAA and BA plan working together for system integration over two years, weve been focused on bringing systems together. Hundreds of passengers had volunteered to take part in pre-opening trials. We did that very well, says Wolstenholme of the T5 project delivery. 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. 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. The sheer physical size of the project is impressive. The identified four major Milestones for Heathrow terminal-5 during the scheduling of execution phase. The new spur road links to M25 motorway and its widening to reduce the traffic congestion. In Q4 we tended to have isolated projects supporting individual terminals, he says. During the inquiry it To construct a state of the art Control Tower, designed to meet the demands of Air traffic control at Heathrow in the future. However, its early operations were marred Q. What really matters there is we have a total alignment in goals and service ethos. A. I dont read business books life is too short. Passengers can walk airside between the domestic terminals, 1-3, but terminal 5 is located a pretty far 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 is not now one cap fits all, explains Wolstenholme. It includesplanningfor risk,identifyingrisks,analyzingrisks, developingrisk responsestrategies, andmonitoring and controlling risks to determine how they have changed ( Kerzner 2009). What lessons were learned from this project? The [parliamentary] report makes clear the software for the baggage system is provided by BAA, their contractor Vanderlande and their subcontractor IBM. This paper analyses a case of information system failure the London Heathrow Airport Terminal 5 (T5) failure; its causal factors, impact and lessons learned. It was their accountability and the accountability of their suppliers. John MacGregor for whom I was the Bernard to his Minister [from the Yes, Minister sitcom]. Louise Ellman MP, the committee An effective communication strategy as to be plotted by project manager to have a better understanding and coordination among the team members and good Communication strategy plays a vital role among the Team members/Stakeholders/Customers/Clients. 0000003080 00000 n 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. %%EOF 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. It's the culmination of four years and 2.5bn of work. Terminal 5 (T5) was officially opened in the Londons Heathrow Airport in 2008 with an objective to increase the airports capacity up to 95 million passengers annually (Chan 2012). 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. Also find the derived Gantt chart for execution phase by the team in the appendix 1.24, which includes Critical path method and Milestones. Q. 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. much hoping for the best BAA had engaged in prior to the opening of Terminal Contributing to strategy, policy and procedure. The IBM software works out where the bags are supposed to be going, and logistics software works out the best way to get there. And your greatest success? 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. 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. BA has come back from the brink before, however, and his mantra as a CIO has always been to cut costs, cut costs and cut costs again; find some IT innovation that will make a difference to the top and or bottom line and keep cutting costs. 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. Under the agreed plan, BAA will spend 4bn at Heathrow and 874M at Gatwick to improve facilities. Sixty aircraft stands which can adopt most advanced aircrafts and runway connections. What is different here is that we are better able to articulate the risk profile of these programmes.. "Here's my rundown of the major failures and why this debacle happened. 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. The global aviation industry is in meltdown with the International Air Transport Association (IATA) saying airlines lost over $8bn (5.5bn) in 2008. }q}c'%ofnjvf6||}RMuG@?v80X9^w cg,d_U]$dh>xVlq9vn7.OQD[{ZiN~ {a,]'hWc`f ^Tq. 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. called the terminals opening an occasion of national embarrassment. Passionate about BA, hes survived huge corporate ructions over the last 12 years but did he ever consider quitting over T5? Heathrow Terminal 5 and Wembley are two high profile projects whichwere both for different reasons perceived as less than successful by the public. chief executive said: We knew this was a risk, it was a calculated risk and a We have to get a closer relationship with the airlines and ensure that in meeting the programme and budgets agreed with the regulator for Q5, we deliver the improvements that the airline industry wants.. This is the proactive approach applied for sustainable issue. Stranded travelers immediately understood how problems with the baggage handling system affected them personally. Planning, testing, and software quality assurance (QA). communication and preparation on the part of both BAA and British Airways. The Transport Select The Q5 decision for Stansted will follow in 2009 after the current public inquiry into whether or not Stansted is to be permitted to expand capacity within the existing footprint. For historical reasons, the Stansted economic regulation report always comes a year later. 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. 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. "They have been doing tests on the belt system for the last few weeks and knew it wasn't going right. The terminals problems are considered to have been a direct result of Risk of losing the formed trust and good will from the client point, due to the organisational issues within the company. 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. Late bags can be transported at high speed via BAGTRAX directly to the head of stands where the awaiting aircraft are parked. All work is written to order. 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. Heathrow's new Terminal 2 has welcomed its first passengers, with the airport insisting it has learned lessons from the opening of Terminal 5. Level 3. 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. Integration is not just plugging technology together; its about people, processes and systems working together.. Avoid large scale cutovers whenever possible; endstream endobj 195 0 obj<>/Metadata 21 0 R/PieceInfo<>>>/Pages 20 0 R/PageLayout/OneColumn/OCProperties<>/StructTreeRoot 23 0 R/Type/Catalog/LastModified(D:20060531184816)/PageLabels 18 0 R>> endobj 196 0 obj<>/PageElement<>>>/Name(HeaderFooter)/Type/OCG>> endobj 197 0 obj<>/ProcSet[/PDF/Text]/Properties<>/ExtGState<>>>/Type/Page>> endobj 198 0 obj<> endobj 199 0 obj<> endobj 200 0 obj<> endobj 201 0 obj<> endobj 202 0 obj<> endobj 203 0 obj<>stream Vanderlande Industries forms part of the T5 Strategic Team and is supported by BAA's Baggage Delivery Team. We broke the industry rule book, took on all the risk and we delivered that programme on time and on budget.. Still there may be some accidental positives. 0000001706 00000 n The ODS will combine customer information from across the complete booking-to-fulfillment lifecycle in a single unified data layer. * The estimated Cost of the project may increase because of the macro economical factors like exchange rate, cost of the materials and workforce. BA says around 75m of these costs are for technology, while BAA invested at least another 175m in IT systems. British Airways started system testing a year ago. 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. 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. A. Q5 is about programmes of work to transform our airports. 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. 03 Jul, 2008
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