194 13 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. Attend monthly board and committee meetings, Annual General Meeting. Agile is fascinating, Coby says. 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. Although no formal planning application has been lodged for a third runway at Heathrow and there will not be one before 2010 at the earliest BAA has been working up plans which would see a new runway nestled between the airport and the M4 motorway. BAA and BA plan working together for system integration over two years, weve been focused on bringing systems together. Heathrow Terminal British Airways CIO Paul Coby reveals lessons from Terminal 5 disaster Interview May 21, 200918 mins CareersIT LeadershipIT Strategy If youre in aviation, it I am going to skip this question. This leads to difficulty in negotiation between supplier and client, Risk of differences in business ethics leads to difficulty in decision making. xbb``b``3 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. Political fallout. confirmed. 3. There probably isnt a more important or more challenging programme of work in the UK than transforming Heathrow.. 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. called the terminals opening an occasion of national embarrassment. All rights reserved. Milestone 2: Completion of Terminal 5 building. Clearly, that was not the case. 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. 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. 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. 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. "They have been doing tests on the belt system for the last few weeks and knew it wasn't going right. My take: there's never enough time or budget to test, train, and prepare properly for launch. 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. So everyone in the plane just watched as all their suitcases were taken back into the terminal instead of being loaded on. Fives disastrous debut could have been avoided, a report released today has Also helps in monitoring and controlling the project throughout the Life Cycle, it helps in estimating the cost, schedule and risk involved in the project for each work packages. It will contain 175 lifts, 131 escalators and 18km of conveyor belts for baggage handling. The Transport Select Now. Vanderlande Industries is fully responsible for design, software development, manufacturing, installation, commissioning and integration of this baggage handling system. WebHeathrow Terminal 5 opened on 27 March 2008 with high expectations. A. Make time for my family, write Roman history and model 19th-century German railways. Terminal 5 represents an enormous investment in buildings, systems, technology, systems, and human processes. 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. A. I enjoy most meeting small groups of colleagues to talk about their work and especially their successes. Oh, and Terry Pratchetts Discworld series for insights into human (and non-human) nature. criticised BAA executives for showing up unprepared for their first evidence session, The ODS will combine customer information from across the complete booking-to-fulfillment lifecycle in a single unified data layer. Coby explains that lean involves using simple, repeatable processes and only adopting complex technology when there is no alternative. Consultation with the industry demonstrated that a T5 Agreement style cost reimbursable procurement process would not be suitable across the board in Q5. Q5 will be successful if we have really transformed our airports - if people continue to say that was the best passenger experience.. Heathrow Terminal 5 and Wembley are two high profile projects whichwere both for different reasons perceived as less than successful by the public. Across the BAA airport portfolio there will be 12 programmes of work planned for Q5 13 if you include airline moves. Please find the communication Plan in the appendix 12345, Risk management is the act or practice of dealing with risk. A project which saw client BAA buck the industry trend by driving a single team to successfully manage some very large construction risks, complex baggage systems and the integration of a myriad of critical IT systems. 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. 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. 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. At each level of tree structure breaks the Project deliverables and objectives to more specific and measurable packages/work packages. 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. 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. 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. To divert the two rivers around the airport by incorporating many ecological enhancements. Gantt chart key feature is that it focuses on Systematic approach rather than algorithm approach, Gantt chart is most effective form of graphical representation hence for Heathrow Trminal-5 such an tool helps you out in sorting your. WebOpen Document Introduction Work on the London Heathrow terminal 5 (T5) began in 2002 after a 4 year public enquiry. Here's what you need to know, Apple sets June date for its biggest conference of 2023, with headset launch expected. Abstract The success of the five-year construction phase of Terminal 5 at London's Heathrow airport was dependent of putting into effect the principles of a unique form of contract, called the Terminal 5 agreement. People expect a lot from CIOs. 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. By this agreement the BAA concentrates on the below: Focus on the managing the cause of problem not the effects from them. 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. A. Also compare the actual costs and progress experienced with the costs and progress planned. Milestones are essential tools frequently used by project manager to control the progress of the project and manage the scope of the project. system testing by BA as significantly contributory. Find the proposed structure for Heathrow Terminal-5, Organization Breakdown structure, Work Breakdown Structure, Project Hierarchy structure, Gantt Chart in the appendix 1234456. At BAAs other airports: Southampton, Aberdeen, Edinburgh and Glasgow, BAAs investment plans are not regulated by the CAA. John MacGregor for whom I was the Bernard to his Minister [from the Yes, Minister sitcom]. 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. The principal IT problems were in BAAs baggage systems. Recruiting skill full Employees, Identifying the stakeholders, expertise as per the Project requirement. The sheer physical size of the project is impressive. communication and preparation on the part of both BAA and British Airways. Think of BAA and you think of Heathrow Terminal Five (T5). This was the day that London Heathrow Terminal 5 would begin passenger operations. We were struck by how * The estimated Cost of the project may increase because of the macro economical factors like exchange rate, cost of the materials and workforce. The rogue software filter issue was identified and fixed by the Sunday. Devices are deployed, connections are being integrated and 2007 will be testing year. What is ChatGPT and why does it matter? What lessons were learned from this project? 4. startxref How: Mode of medium used for the meeting. 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. 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. 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. T5, according to Coby, has many qualities that are similar to a factory, in that it aims to eliminate waste, simplify and streamline processes, create flow and create a culture of continuous improvement. chief executive said: We knew this was a risk, it was a calculated risk and a 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. What a joy this is going to be for passengers and staff, said Sir Anthony Millward, chairman of BA forerunner BEA, on the opening of Terminal 1 in 1968. Theres the bigger role with shared services and that includes performance, business intelligence, operational research, property and business metrics. 0000000016 00000 n By controlling how much BAA charges airlines and how much BAA spends on infrastructure, the CAA hopes to encourage efficient airport development. 0000005764 00000 n 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. So what can CIOs take away from Cobys experience of T5 and make sure that it doesnt happen on their watch? 2. For some projects, people were asking for new systems to support their work, but we actually changed the process and brought no IT.. Its about delivery in weeks, not years. Ive always said that the challenge to the IT department at BA is to do more with less and now the challenge is to do even more with even less. April 2008 saw the start of the fifth quinquennial cycle (Q5) governing the economic regulation of Heathrow and Gatwick. These will facilitate cooperation and coordination. 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. Thats the environment in which we will be operating over the next few years. It's the culmination of four years and 2.5bn of work. this lack of co-operation, though the TSC also cited poor staff training and Focus on proactively managing the risk instead of avoiding the litigation. Heathrow's new Terminal 2 has welcomed its first passengers, with the airport insisting it has learned lessons from the opening of Terminal 5. From CIO UK: The project is a complex one. 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. 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. Airport bosses insisted it wouldn't be a repeat of the Terminal 5 fiasco. We offered voluntary severance to any manager that wanted to go, and about a third across the airline went. The identified four major Milestones for Heathrow terminal-5 during the scheduling of execution phase. 0000002867 00000 n So, we have lost some very senior people and thats as true in IT as elsewhere. BA blamed the glitches on problems with "staff familiarisation", which had a knock-on effect on bags and flights. BAA and BA have now committed 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. Heathrow Terminal 5 and Wembley are two high profile projects whichwere both for different reasons perceived as less than successful by the public. 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. 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. Despite the cost-cutting, BA is changing online. All this is set to change. On it first day in operation, T5s bespoke baggage system was affected by a number of issues. WebFind Heathrow Terminal 3 flight information, maps, driving directions, public transport, airlines and information about services and facilities. 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. As the toast rack develops, it creates Heathrow East a new terminal building which will replace Terminal 2, The Queens Building and part of Terminal 1. 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. 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. 0000000556 00000 n It could not have been more different from the Civil Service I had seen the future and it worked. Q. 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 Its in character. 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. 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. From time to time problems have developed that were not encountered during the extensive trials. (in concurrence with the Competition Commissions findings). 'I've been too excited to sleep,' John Kaye, the airport's development director, told The Telegraph. By Editor. Type: Indicates the subject of the meeting. The British Airports Authority eliminated biometric security measures (fingerprinting all passengers) immediately prior to the terminal opening due to legal questions. 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. We plastered London with adverts to get people in and experience T5. Q. parking. 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 [parliamentary] report makes clear the software for the baggage system is provided by BAA, their contractor Vanderlande and their subcontractor IBM. v^ZXj2{rezl1nsusYl6.fw3wbI=wbK_. CEO Colin Matthews joined BAA just prior to T5 opening. A. I try to listen to my experts in the airline we have world-class talent. 25+ search types; Win/Lin/Mac SDK; hundreds of reviews; full evaluations. Under the agreed plan, BAA will spend 4bn at Heathrow and 874M at Gatwick to improve facilities. 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. Ensure the Scope of the project is achieved, if any variation order occurs proper planning to be done to overcome it. Search flights. 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? The global aviation industry is in meltdown with the International Air Transport Association (IATA) saying airlines lost over $8bn (5.5bn) in 2008. Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. A systematic reduction approach is being used for identifying the occurrence and/or exposure to a risk.On the above approach the Risk Mitigation has been plotted for Heathrow terminal-5, please find it in the Appendix 1234. Concorde G-BOAB in storage at Heathrow. Secondly it helps in assigning roles and responsibilities, resource allocation to the Project. 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. 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. Failure of align in meeting the interests of individuals and corporations. 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. Civil Aviation Authority (CAA) BAAs operations at Heathrow, Gatwick and Stansted are regulated by the CAA. Project scope. Heathrow's glittering new Terminal 2 - or 'the Queen's Terminal' - opened this week. 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. 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. Risk of differences in opinion. As reported in ComputerworldUK, the T5 systems represented a massive business transformation effort for British Airways: The technology has let British Airways create what is believed to be one of the airline industrys first Order Data Stores (ODS). to holding daily and weekly meetings where attendees, including senior managers, 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. Among all the other problems, the BBC reports that terminal staff had trouble new parking garages, which exacerbated the other issues. Delay of the services/materials from the Suppliers. We're here to answer any questions you have about our services. Q. 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. The roof on the main building of Heathrows Terminal 5 was completed last month. Hundreds of passengers had volunteered to take part in pre-opening trials. We are very proud of that and the serious commentators in the industry know what we did. Do Not Sell or Share My Personal Information. 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. Environmental friendly terminal-5 building with better quality and services. Handling (Resolving, Escalating) the Project issues if encountered any during the Project life cycle, Updating to the action log as part of Lessons Learnt. 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. Thats unheard of at BA and again, Coby says its due to a fully-functioning, integrated T5. Yes. Breaching the contract terms and conditions, due to illegal activity from Suppliers (Eg: Information leakage), Failure of techniques/technologies used in the project ( Eg: IT System, Design, Data Management). trailer Still there may be some accidental positives. Given the impact of day one, we were in a very bad place, says Coby. [British Airways CIO Paul] Coby says that even the construction of T5 involves: creating a small town with a full telecommunications network for the construction workers, merely to enable the terminal to be built.. On 23 February, 140 flights out of 263 departures went early. Planning, testing, and software quality assurance (QA). The work has involved 180 IT suppliers and seen 163 IT systems installed. This will not be the case for T5. %%EOF At that, the intended capacity of T5 was 30 million passengers each year ( Towards a sustainable Heathrow 2011). HT-5 being developed on such a large scale, proactive measures to be taken if any form of threat like Terrorist attack. 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. How do you keep up to date with the march of technology? And so it proved, but many CIOs still question BAs decision to take the flak on T5. Overall management and co-ordination of the projects. 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. Defines the Project structure for the organization. unfolded that BAA and BA only held joint meetings after things began to go <]>> Considering these the risk assessment is done for Heathrow Terminal-5: Awareness of the Project to both the customers and stakeholders. Bags undergo several processes on the way through the system including automatic identification, explosives screening, fast tracking for urgent bags, sorting and automatic sorting and passenger reconciliation. Training issues. Recognise that technology is at the heart of everything an organisation does these days. But the airport insists it's learned its lessons. 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. For historical reasons, the Stansted economic regulation report always comes a year later. 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. Dedicated to your worth and value as a human being! 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. WebYes, if the OP flights were both on United there would be no terminal change. Its a dire situation, far worse than 9/11 in terms of revenue challenges and the sheer systemic shock, says Coby. Privacy concerns. 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.
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