Role of Team Leader in Security Sector: A Study on Heathrow Airport, London

This study assesses the role of team leader in providing better security, motivating security staff, enhancing degree of customer satisfaction in security sector of airport and recommends ways through which better security can be provided to the customers at Heathrow airport, London.

Research project
TASK 4
“Team leader within a particular airport
sector”

INTRODUCTION
Aim
“To assess the role of team leader in security sector- A study on Heathrow
airport, London”
Objectives:
To assess the role of team leader in providing better security
To determine how team leader can motivate security staff at Heathrow airport,
London
To explain how team leader can enhance degree of customers satisfaction in
security sector of airport
To recommended ways through which better security can be provided to the
customers at airport.

RESEARCH QUESTIONS
 How team leader can provide better security at airport?
 What is the role of team leader in motivating airport security staff?
 How team leader can enhance degree of customers satisfaction?

RESEARCH METHODOLOGY
Data collection:
Primary data collection:
Questionnaire
Interview
Secondary data collection:
Researches
Journals
Books
Online website

Contd...
 Research design- Exploratory design
 Research approach- Inductive approach
 Data analysis- Qualitative and Quantitative
 Research philosophies- Interpretivism philosophy
 Sampling- Convenece sampling sampling

DATA ANALYSIS
Thematic Analysis

Theme 1: Team leaders takes care and
satisfy most of your need and demands
45%
20%
15%
10%
10%
Team leaders takes care and satisfy most of your need and demands
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Theme 2: From how many years you are
working as a security staff at Heathrow
airport London
Less than one year
Between one to three year
More than three year
0 2 4 6 8 10 12 14 16
From how many years you are working as a security staff at Heathrow airport London
Column B

Theme 3: Do you think teams and team
leaders are essential for security sector
of airport
85%
15%
Do you think teams and team leaders are essential for security sector of airport
Yes
NO

yes No
0
2
4
6
8
10
12
14
16
18
20
Is your security team leader skills valued at work
Theme 4: Is your security team leader skills valued
at work

Theme 5: Team leaders takes care and
satisfy most of your need and demands
Strongly agree Agree Neutral Disagree Strongly disagree
0
2
4
6
8
10
12
Team leaders takes care and satisfy most of your need and demands
Column B

Theme 6: What is the role of team leader
in security section of airport
Taking care of the training and development programs for staff members
Resolving issues and problems of staff
Understanding their need and demand
All of the above
0 2 4 6 8 10 12 14 16 18
What is the role of team leader in security section of airport
Column B

Theme 7: team leader at Heathrow
consider the views and opinions of
security staff
Yes No
0
2
4
6
8
10
12
14
16
18
The team leader at Heathrow airport consider your views and opinions at the time of making any
decision
Column B

Theme 8: Several ways has been adopted
by team leader to achieve high degree of
customer satisfaction
Comfortable security check
Resolving customers complaints on time
Training the employees
all of the above
Other than this
0 2 4 6 8 10 12 14 16 18
What are the ways which has been adopted by your team leader in order to gain high degree
of customers satisfaction
Column B

Theme 9: the teams developed at Heathrow
are effective and capable
Strongly agree Agree Neutral Disagree Strongly disagree
0
2
4
6
8
10
12
14
16
The teams developed at Heathrow airport are effective and capable of achieving the
objectives of airport
Column B

Theme 10: Team leaders are very
effective
Strongly effective Effective Neutral Ineffective Strongly ineffective
0
1
2
3
4
5
6
7
8
9
10
How would you rate your team leader
Column B

Theme: 11 High degree of customer
satisfaction is required for the growth
and development of airport
60%
15%
10%
10%
5%
High degree of customer satisfaction is essential for growth and development of airport
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Theme 12: In general, Airport security staff needs
to be more well-mannered, friendly and helpful?
In generally, Airport security staff needs to be more well-mannered,
friendly and helpful
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Theme 13: Gender
Male Female
0
2
4
6
8
10
12
14
Gender
Column B

Theme 14: Age
75%
15%
10%
Age
Below 30
30-40
Above 40

RECOMMENDATIONS
 As per the above study, it has been identified that there are number of
issues that security staff of airport faces while checking process so it is
necessary for management of Heathrow airport to overcome issues in
effective manner. In the support of this, it can be said that there are number
of ways which can be followed by the authorities of airport in order to ensure
about security measures.
 Moreover, the management and security department can focus on mock
drilling activities or other private activities in order to have better team work.
Improved focus on practical activities regarding security checking in team
will provide live experience to the workforce. Improvement in experience
level is also beneficial for advancement in motivation level, it means will also
assist team leader to manage diverse team activities in effective manner.

Recommendation
 Other than this, management can also focus on improvement of team leader
skills among security staff. The management of Heathrow airport can
introduce one or two month training program for existing team leaders. It will
also provide better assistance to team work development among workforce.
Moreover, management can also send team leaders to other airports to
learn new skills which they can use further at Heathrow airport for better
operational and team activities.
 It can be recommended that the Heathrow airport is required to adopt new
system of security which can be helpful for both the team leaders and
customers. the security check will consume less time with the help of new
and technologically advanced system. The customer wont have any kind of
inconvenience during the check which is one of the major issues faced by
passengers.

Contd...
 It is also recommended that the team leaders are also required to provided
the training regrading defence to all its staff members. One of the major
benefit of this will be at the time of terrorist activities. In case of any kind of
attacks or if a person get aggressive then the security staff should be able to
deal with such kind of persons in effective manner. They wont be required to
wait for the special cell to deal with terrorists.

Thank You