T5 will involve 180 IT suppliers and run 163 IT systems, 546 interfaces, more than 9,000 connected devices, 2,100 PCs and enough cable to lay to Istanbul and back. British Airways CIO Paul Coby reveals lessons from Terminal 5 disaster Interview May 21, 200918 mins CareersIT LeadershipIT Strategy If youre in aviation, it The baggage system is designed as a complete black box that is provided to BA as the occupier of T5. 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. It was clear that different projects and different suppliers needed different procurement approaches to match risk to reward and optimise cost. Get started by entering your email address below. BA acknowledged the critical importance of training in the kind of business transformation program that T5 represents. 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. Now. In approving the programme the CAA gave a green light for a 6.6bn package of programmes which Wolstenholme says will transform all of BAAs airports with 13 individual programmes of work. Indulge and unwind. Airline terminal moves - From 23 March, Air France and KLM are moving their operations from Terminal 3 to Terminal 4. On day one, the baggage system did what it was designed to do. Thats the environment in which we will be operating over the next few years. Langsdale, a vastly experienced CIO, wasnt employed at BAA in March 2008 when T5 opened but replaced Richard Rundle who retired last summer. A. I enjoy most meeting small groups of colleagues to talk about their work and especially their successes. To construct a state of the art Control Tower, designed to meet the demands of Air traffic control at Heathrow in the future. That is, they care for our paying customers. If spend is not discretionary, how do we reduce it? The following week, when the A380 arrived for its first flight, many of us believed that Heathrow had turned a corner and that the bad publicity of recent years would turn into positive publicity, notwithstanding the importance of scrutiny as regards the expansion. 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. Managing day to day activities of the Organization and Operations Management ( HR, Admn, Finance and Purchase). Representatives for BAA * The competition from the other contemporary rivals like Charles De Gaulle airport in Paris and. Q. Its a tribute to how well the whole thing is working together. The closeness with which BA and BAA now -operate cant be overstated. We must reduce cost across all of those. The structural change that [BAA chief executive] Colin Matthews has brought in takes out an important handover at the beginning of the process and at the end of the process, he adds. Who have been the most influential people in your career? So, we have lost some very senior people and thats as true in IT as elsewhere. If it is discretionary, we reduce it. 0000000556 00000 n British Airways CIO, Paul Coby, described the process changes the company is trying to incorporate into T5. We did that very well, says Wolstenholme of the T5 project delivery. 2023 ZDNET, A Red Ventures company. 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. And so it proved, but many CIOs still question BAs decision to take the flak on T5. 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. They argue that BAAs one customer at T5, BA, shouldnt be getting it in the neck but should instead be receiving massive recompense based on service-level availability penalty clauses. 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. * Meeting the airline company Requirements and Standards, British Airways being the only airline operating from the Terminal at initial stages. The Transport Select Airline. 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. All rights reserved. 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 system testing by BA as significantly contributory. "They have been doing tests on the belt system for the last few weeks and knew it wasn't going right. Failure to meet the relationship between the participants (chief executive officer, management, shareholders, employees) of the project in determining the direction and performance of project. But BAA has to learn fast. WebYes, if the OP flights were both on United there would be no terminal change. Of 21 departures, 19 left on time. BAs systems and IT infrastructure worked perfectly from day one. Find the below communication flow among the Project team members for Heathrow Terminal-5, also find communication plan for find in the appendix. 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. Heathrow Terminal Which business (or other) books have been influential in your career? BA representatives * Sustainability of the Project in terms of environmental, social and economic factors. There were no hitches that day and the first flight left a minute early. The six sections each weighing 2,500 tons Recognise that technology is at the heart of everything an organisation does these days. Purpose: Indicates the topics to be discussed. CIOs and IT leaders share the challenges they are experiencing in their current transformation initiatives. To export a reference to this article please select a referencing stye below: If you are the original writer of this essay and no longer wish to have your work published on UKEssays.com then please: Our academic writing and marking services can help you! Her Majesty The Queen had officially opened London Heathrow Terminal 5 just short of two weeks before. 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. 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. Q5 will be successful if we have really transformed our airports - if people continue to say that was the best passenger experience.. opening on March 27 of the 4.3 billion terminal was a result of poor BA.com now represents 50 per cent of UK sales by volume and it provides a cost-effective customer service, says Coby. How do you deal with stress? For historical reasons, the Stansted economic regulation report always comes a year later. The ODS will combine customer information from across the complete booking-to-fulfillment lifecycle in a single unified data layer. To divert the two rivers around the airport by incorporating many ecological enhancements. to holding daily and weekly meetings where attendees, including senior managers, The Guardian reports: Foreign secretary David Miliband also joined the criticism of BA as it emerged that the crisis could cost the airline 50m. Delay of the services/materials from the Suppliers. 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. Among all the other problems, the BBC reports that terminal staff had trouble new parking garages, which exacerbated the other issues. From the The Commission said it was satisfied that the right steps A public relations disaster. 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. How: Mode of medium used for the meeting. CIO UK described BA's misplaced sense of invincibility: Almost every new airport has opened late, cost more and had major operational issues, and, according to [Nick Gaines, director of business critical systems and IT at the British Airports Authority], system integration problems are often blamed. construction T5 left thousands without their baggage, and cancelled 34 flights If you outsource functions, thats still your accountability as a CIO and as a brand. 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. Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. 5. Monitoring of issues and responding at the programme level. Secondly it helps in assigning roles and responsibilities, resource allocation to the Project. After 15 years of planning and construction, the opening day of this high-tech facility at the worlds busiest airport was without doubt the airport operators finest and darkest hour all rolled into one. The roof on the main building of Heathrows Terminal 5 was completed last month. 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. 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. The baseline plan includes both schedule and resources, whether project is schedule overrun, resource allocation and budget status. Geez, isn't that always what seems to happen? 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. 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. 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. Bags are automatically read, screened and sorted to their final build location via two electrical HELIXORTERS. This is entirely down to Colin and Philip but we believe we have resolved all the issues with BAA. 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. Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. Considering these the risk assessment is done for Heathrow Terminal-5: Awareness of the Project to both the customers and stakeholders. From ComputerworldUK : Terminal 5 has cost Modern Air Traffic Control tower, new rail station and links to the central London with Heathrow express and Piccadilly line extension. The business case is used as decision making tool for the Proposed project, whether the Project is feasible or not Go/No-Go decisions. Heathrow airport accounts for almost 30 per cent of all passengers from UK airports and directly or indirectly supports 100,000 jobs. But the airport insists it's learned its lessons. 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.. v^ZXj2{rezl1nsusYl6.fw3wbI=wbK_. A. The purpose of risk mitigation is to specify the criticality and priority of risk, what are the effects of the risks, occurrence of the risks and impact of the risk to the organization/people/environment. What profession would you most like to attempt? Its in character. Late bags can be transported at high speed via BAGTRAX directly to the head of stands where the awaiting aircraft are parked. By Sharon Stufflebeme, Managing Director, Technology Consulting and Sandip Shah, Managing Director, Technology Consulting. It represents a major step in the transformation of Heathrow and it is now a major gateway to the UK. 10% off Management Today's Leadership Learning programme. 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. The computer cannot cope with the number of bags going through.". Q. It includesplanningfor risk,identifyingrisks,analyzingrisks, developingrisk responsestrategies, andmonitoring and controlling risks to determine how they have changed ( Kerzner 2009). "Here's my rundown of the major failures and why this debacle happened. 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. Sixty aircraft stands which can adopt most advanced aircrafts and runway connections. Milestone 4: Completion of Rail and Road Infrastructure and Testing and Land scrapping phase. Heathrow Terminal 5 and Wembley are two high profile projects whichwere both for different reasons perceived as less than successful by the public. WebThe Barcelona-to-London flight was delayed. 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. also confirmed that it considers BAA to be a monopoly that should be dismantled Q. This can cause a change in scope of project. If your specific country is not listed, please select the UK version of the site, as this is best suited to international visitors. Consultation with the industry demonstrated that a T5 Agreement style cost reimbursable procurement process would not be suitable across the board in Q5. No, he says. 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. Unauthorized employees signing the contracts, due to non-compliance of contract by suppliers and other contractors. My parents for values and my wife Sally, for constant and unfailing support. What has been your biggest mistake? Stranded travelers immediately understood how problems with the baggage handling system affected them personally. chief executive said: We knew this was a risk, it was a calculated risk and a Ensure the Scope of the project is achieved, if any variation order occurs proper planning to be done to overcome it. This will not be the case for T5. IT is in my view a team sport. should have been delayed to allow for sufficient testing and training. I talk to other CIOs, especially in the US where there is still amazing amounts of innovation coming out of Boston and the Bay Area. Smooth move He reiterates the criticality of understanding and recognising where suppliers fit in your universe and recognising that you have different sorts of suppliers, like Amadeus for reservations, and SITA for our networks. Dont believe all the things you read about politicians he was hard working, principled and motivated by the public good, and an effective politician. The airline also handles mass disruption more effectively, he says. 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. 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. Failure of align in meeting the interests of individuals and corporations. 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. 0000002645 00000 n There probably isnt a more important or more challenging programme of work in the UK than transforming Heathrow..