Implementation of Bio-Metrics system at the Leeds Bradford Airport

Running head: INNOVATION AND CHANGE
Implementation of Bio-Metrics system at the Leeds Bradford Airport
Innovation & Change Management in the Aviation Industry
By
Mareena Hassan
Date

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Executive Summary:
The study is focused towards the essential evaluation of the change process that is to be
implemented at the Leeds and Bradford Airport. The proposed change is in regards to the
implementation of the bio-metric systems. Various models have been utilized for the essential
evaluation of the change process that is required. The internal and external environment of
the organization have been evaluated through the tools of SWOT and PESTEL. Moving
forward the change models of Lewin, ADKAR and Kotters 8 step models have been
evaluated to understand the best possible change process that need to be implemented. In
regards to the same the Kotter’s 8 step model have been selected as the best process. The
leadership, culture and training requirements have been discussed subsequently.

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Table of Contents
1. Terms of Reference.............................................................................................................5
2. Introduction.........................................................................................................................5
2.1.1 Organisation Background..............................................................................................5
2.1.2 Nature of the Problem...................................................................................................6
2.1.3 Chosen Innovation........................................................................................................7
3. Investigation and Analysis..................................................................................................7
3.1. Current situation/Problem...........................................................................................7
3.2 Balance Scorecard............................................................................................................9
Analysis of Innovation.............................................................................................................11
Types of Innovation.................................................................................................................12
Change proposal.......................................................................................................................13
Proposed change...................................................................................................................14
Identification of the forces for change.................................................................................14
Identification of the forces against change...........................................................................14
Analysis................................................................................................................................15
Implementation of change........................................................................................................15
Change models.........................................................................................................................16
Leadership................................................................................................................................17
Culture......................................................................................................................................18
Types of culture in LBA management.....................................................................................18

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Training....................................................................................................................................18
Kotter’s 8 step process.............................................................................................................19
Conclusion................................................................................................................................19
References................................................................................................................................20
Appendices...............................................................................................................................22

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List of abbreviations:
LBA – Leeds Bradford Airport
SWOT- Strengths-Weakness-Opportunities and Threats
PESTLE- Political, Economic, Social, Technological, Legal and Environemntal

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1. Terms of Reference
This report provides an in-depth discussion of the need for innovation and
change process management with respect to the aviation industry. Successful change
implementation relies on strategic planning to align the goals of the organisation with
the proposed change. The report focuses on the Bio-Metrics system as the chosen
innovation focusing on Leeds Bradford Airport (LBA). Therefore, the purpose of
writing this report is to analyse the best Innovation and Change process management
in Aviation to successfully implement the Bio-Metrics at LBA. For innovation and
Change Management, strategic analysis is required to implement the best strategy
while keeping in mind the LBA’s long term goals that include market sustainability.
2. Introduction
2.1.1 Organisation Background
Leeds Bradford Airport (LBA) is situated in Yeadon, in the city of Leeds
Metropolitan District in West Yorkshire, England. The SPAG is operating
commercially since 1931. It aims to provide transport services with an airport with
extraordinary capabilities, which brings businesses closer to the customers. Therefore
they are trying to make LBA a technologically innovative hub that can compete with
the world’s leading giant’s aviation (Welcome to Leeds Bradford, Yorkshire's Airport
| Leeds Bradford Airport 2019). The aviation is continuously ramping up in order to
sustain its position in the market and trying to introduce the Bio-Metrics system at
the Leeds Bradford Airport. For sustainability, aviation requires proper Change and
Innovation management.

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Innovation refers to creative thoughts and new ideas in the form of
technological devices or methods (Volberda, Van Den Bosch, and Heij, 2013). In
other words, innovation relates to the introduction of a new thing. In the absence of
innovation, it means that nothing new is being created and without new concepts,
progress is hindered. When an organisation is not progressing, it destroys its ability to
remain relevant in a highly competitive market. Innovation, in contemporary society,
serves as a tool for achieving a competitive advantage in the business landscape.
Undeniably, innovation is the main rationale behind the existence of modernity
(Volberda, Van Den Bosch and Heij 2013). Adapting to innovation changes is
expensive but change is unavoidable and necessary since innovation leads to positive
change.
2.1.2 Nature of the Problem
Businesses rely on innovation to enhance their productivity, performance, and
efficiency. Innovation mainly helps in transforming the experiences of the customers
and in return giving businesses a competitive edge. Innovation management is very
important for any company to survive because it is through the innovation competitors
get to know how well the company is managed and organized. The main problem that
the Leeds Bradford Airport faced is a security issue of the passengers. The
information of the passengers who travel from other countries to England should be
transparent and their personal information should be with the authorities of the
airlines. This would help the aviation sector to take care of the security problems of
the people of the nation. Organisations can develop innovative ideas that suit their
businesses or develop existing ones. Thus the main purpose of innovation is not only
to create new things but also a new market, new customers as well as a new product.

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2.1.3 Chosen Innovation
The chosen innovation for the aviation sector is that of the introduction of the
biometric system
3. Investigation and Analysis
3.1. Current situation/Problem
Some of the key factors that will be raised by innovation and change management
are LBA’s internal and external environments as well as its competitors in the
Aviation market. The challenges that LBA is already facing for its sustainability can
be analysed through SWOT and PESTEL analysis.
On analysing the strengths of LBA, it can be seen that Leeds Bradford Airport
welcomes over 4 million passengers annually. It provides flights to almost 75
destinations around the world. Its estimated investment is about 28million pounds.
This has been one of the greatest strengths of the LBA. However, it also has its
weaknesses. Leeds Bradford Airport (LBA) is a small airport, which largely caters for
the package holiday crowd and all the pitfalls that go with it. It can be said that the
airport does not have adequate space for the numerous passengers arriving every hour.
LBA has a very strong leading future, as “Route to 2030” is a master plan for
improvements prepared by Leeds Bradford Airport as its strategic development plan
for likely to be the growth plan up to 2030.“Surface access Strategy” is yet another
short, medium and long-term plan in order to improve the surface transport of the
region. Therefore, opportunities for LBA in terms of innovation are endless. Due to
the strategic growth plan in hand, LBA can easily implement Biometrics system at the
Airport. In accordance with this, the immediate threat that LBA is constantly facing is
climate change, which ultimately reduces the number of passengers travelling. LBA
needs a proper strategic plan to overcome this particular threat.

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On making a PESTEL analysis of LBA, it can be said that politically the
aviation sector is affected by a lot number of factors. The airline industry is widely
impacted by regulations and restrictions related to international trade, tax policy, and
competition. It has also impacted by issues like Brexit, war, terrorism, and the
outbreak of diseases such as Ebola. These issues are political. As a result, they require
government intervention. The 2013 aviation policy framework serves the economy.
LBA is the main contributor to UK’s economy (Tang 2017). This framework also
included many leading enterprise zones to be supported by LBA for their growth and
enhancements. Another economic plan, which is Strategic Economic Plan 2016,
clearly recognize Leeds Bradford Airport as a leading employment hub. It is also
under consideration to set up an innovation centre at LBA to carry out innovative
manufacturing.
Leeds Bradford Airport is considered to be one of the best Airport in the town
due to its social responsibility and services that it provides time to its passengers. At
LBA, there’s an airport village which is responsible for social and commercial
activities including accommodations, hospitality and other amenities including hotels,
conference rooms and restaurants. Therefore, it’s very crucial to improve the security
measures at airport by introducing Biometrics system at LBA.
In terms of technology, the Aviation industry is constantly competing to
sustain its position in a market. LBA is using state of the art technology to ensure
maximum security. X-ray scanners are used for checking of luggage. Continuous
glucose monitoring system (CGM) is in operation at LBA for medical purposes.
Another technological aspect is its terminal extension that was approved in December
2018, and its purpose is to introduce new and departure gates, seats, food and
beverage outlets etc. Technological advancements at LBA are countless.

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In accordance with the political, economic, social and technological factors,
there also have been environmental factors that affect the aviation industry to a great
extent. the local air quality control is one such factor that has an impact over the
environment of the industry as a whole. The LBA is also handling few issues such as
the assessment of the change of fuel, and the effects of noise that cause the noise
pollution. Although LBA is an airport, but it strictly enforces law and order situation
in aviation, and almost twenty-four laws are made specifically for aviation and
aircrafts . With the strategic analysis of LBA, it is clearly stated that LBA can survive
and sustain its position in the market in order to achieve its long term goals with
Innovation and change only.
3.2 Balance Scorecard
Financial Performance Perspective
LBA assist millions of air transportation client to reach their destinations
globally. The mission of the company is to inspire the community and becoming the
most preferred airport for its clients through the provision of excellent services and
unique customer experiences and relations. Therefore, it is the duty of the entire
company to concentrate on customer and employee satisfaction, net income creation,
and financial growth and stability. The organisation is highly expected to estimate the
overall operating cost, earnings for each produced share, return on capital and sales.
Consumer Knowledge Perspective
The ability of the airport to achieve growth relies on focusing on customer
satisfaction as its priority. Customers play a crucial role in the growth of results as
revenue is dependent on their responses. The business should be constantly aware of
market trends and ensure that their customers ' needs are met on the market. It can,
therefore, be done for the production of goods that suit their needs. Additional

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information should be passed on to consumers about the activities of the company to
ensure that they are connected with the general operations. The organisation can,
therefore, focus on improving its brand image by ensuring that it satisfies and exceeds
the needs of the customers.
Internal Process Perspective
The company has to demonstrate an understanding of the internal environment
which drives its success in the external market. The internal environment mainly
involves servicing efficiency, human resource, revenue production and level of
productivity (Nambisan et al. 2017). The company should provide training to
employees on the use of biometric systems to increase the efficiency and satisfaction
of the employees to counter resistance and high turnover.
Growth and Learning Performance Perspective
Learning and development substantially affect the creativity and adaption of
advanced technologies. LBA operates in an industry where technology advancement
is constant which highlights the need for constant learning and development. An
innovative workforce is a motivated workforce. Managers need to ensure that the
needs of staff are recognized and addressed to promote innovation. In addition, there
is a need to offer learning opportunities to enhance their skilfulness and competence
as they carry out their roles.

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Analysis of Innovation
The innovative aspect is concerning the development of biometrics in the Airport that
can help to enhance the security of the airport. It is important to consider that that new system
would be aimed towards reducing the stress of commuters in the checking process. The
innovative approach would help the airport authority to develop more effective customer
management standards. At the same time the innovation that is being focused is important in
view of the further development of the security systems and passenger data management that
is to be utilized by the authorities of the LBA. Hence, it becomes much important that an
effective framework is implemented.

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Types of Innovation
In order to take an innovative approach it becomes important that the type of approach
is decided. In this case the type of innovative approach that would best suit the development
strategies of LBA in the future need to be considered. There are various forms of innovation
to choose from.
Incremental innovation is one form of innovation that focuses on a series of small-
scale updates to the existing setups, services, methods or processes. The focus is on
improving the existing product’s productivity, efficiency and competitive differentiation
(Montgomery 2017). In this case the bio-metric system of the airport can be developed
through a series of innovative approaches that can ultimately lead to the complete innovative
optimization of the system.
Another important model that can be used is the adoption model. The adoption model
is based on the 1962 theory by Everett Rodgers. In this case the S-curve bell is used to
understand the likeability for adoption of new innovations by the people that would be
affected by them.
Figure 1: The S Curve Bell
(Howard, Restrepo and Chang 2017)

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In this innovative approach the focus is on finding how fast the innovation can be accepted by
the majority of the target publics (Kim, Park and Choi 2017). It is also called diffusion of
innovation. In case this type of innovation is implemented at the LBA, the focus would on
bringing forward the innovation for all the involved people. The divisions would be the
innovators, the early adopters, the early majority, the late majority and the laggards.
Another innovation type that can be used can be among the 10 types of innovations as
proposed by Doblin. The 10 innovation types can provide varied levels of success to the
organization based on their implementation in the Airport. The 10 types of innovations are
the profit model, network, structure, process, product performance, product systems, service,
channel, brand and customer engagement. In consideration of the same some of the most
important innovations that can be used in the LBA are network, product performance and
service experience. Network innovations are done through taking advantage of the innovative
aspects that were developed by other organizations. The product performance innovation is
concerned with addressing the features, value and quality of offerings through innovative
measures. Service innovations are focused towards enhancing the utility, performance and
value that the product would have for the customers. In this case all three forms of
innovations can work effectively for the people based on their effect on the development of
the biometrics at the airport.
Change proposal
The Lewin’s force field analysis can be linked to the identified strengths, weaknesses,
opportunities and threats. The model is based on considering the proposed change as the
central element and comparing the forces for the change and against the change (Burnes and
Bargal 2017).

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Proposed change
The proposed change is to develop a biometrics system at the Airport. The biometrics
systems would develop a system through which the customer’s biometric details can be
captured initially as used as security information. The systems would keep a record of these
details to catch any suspicious individual or restrict his/her access to some parts of the airport.
Identification of the forces for change
Leeds Bradford Airport welcomes over 4 million passengers annually. It provides
flights to almost 75 destinations around the world. Its estimated investment is about 28million
pounds. This has been one of the greatest strengths of the LBA. The airport is using state of
the art technology.
Identification of the forces against change
. The airport does not have adequate space for the numerous passengers arriving every
hour. Various political aspects such as international rules and regulations and laws affect the
aviation sector. The organization has limited financial resources. The environmental aspects
like change of fuel is preoccupying the organization.

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Figure 2: Force Field Analysis
(Source- As provided by the Author)
Analysis
Upon analysis of all the major factors that act in favour and against the innovation
plan it can be said that the factors in favour come to a combined score of 10. The factors
against reach a combined score of 8. Hence, it can be said that the innovation project can be
carried forward.
Implementation of change
Implementation of the change needs to be done on the ground level. The first most
important part that needs to be covered by the LBA authorities is the planning processes for
bringing about the change. The kind of technology that would be utilized and the timescales

16INNOVATION AND CHANGE
need to be decided. The next most important step would be the budgeting process. The
proposed innovations and the exact budgetary requirements need to be provided. The next
step would be to understand the environmental aspects that can affect the innovation.
Subsequently, the most important part would be to incorporate all the activities that are
required to manage the innovation implementation. An effective change model needs to be
selected for implementing the most important changes.
Change models
An important part of the implementation process would be to incorporate the most
effective change model. The various prospective models need to be discussed.
ADKAR model:
The Adkar change model depends on certain aspects.
Awareness- making people aware of the change.
Desire- The people involved must have a desire to change.
Knowledge- Better knowledge of the change process would make the goal clear for
employees.
Ability- The ability to learn new skills need to be developed.
Reinforcement- To sustain the change, there needs to be strong reinforcements.
An important advantage of this process is that the employees can be made completely
aware of the changes. This can induce more responsibility from among the employees (Dana,
Mukaj and Vishkurti 2016).
A major disadvantage is that the employees might not be alright with the change and
can either resist or show disinterest in the change process.
Lewin’s Change model:
The Lewin’s change model depends on three essential stages. These stages are
unfreezing, change and refreezing. The unfreezing stage is about creating the primary need

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for change and making the involved people aware of the required changes. The next process
is change. In this stage once the unfreeze stage is set, the change processes begin to take
place. The change is managed accordingly. The next step is the re-freezing process. After the
changes have been made the new processes are normalized and business as usual starts
(Hussain et al. 2018).
An important advantage of this process is that it is systematic and helps to bring about
change is better ways. It can help to mobilize large number of people in relatively lesser
amount of time.
A disadvantage of the process is that the change is made without much participation
from the people involved. The process is refreezing is considered by many to be outdated as
new businesses keep on constantly evolving.
Kotter’s 8 step change process:
The 8 step change process proposed by Kotter can be much importantly used as an
alternative to the other two processes for change that were mentioned. The steps involved as
per the change model of Kotter in systematic order are: creation of urgency, formation of a
powerful coalition, creation of vision, communicating the vision, removing the obstacles,
creation of short-term goals, building on the change and lastly, anchoring the changes in the
corporate culture (Small et al. 2016).
This is a very systematically appropriate process. Hence, this can be beneficial for the
LBA in regards to the changes that are much important in the circumstances. It is important
that this change model is selected for the effective and systematic management for change in
the organization.
Leadership
The leadership type that need to be utilized is transformational leadership. This type
of leadership is focused on change and optimization of the work environment (Hoch et al.

18INNOVATION AND CHANGE
2018). This form of leadership is essential for the effective implementation and management
of the change process. This can help the organization to develop better and more effective
growth strategies.
Culture
Culture is much important in the context of innovation. Culture refers to the ways in
which work is done at the airport and the hierarchical aspects that are present. Culture can
determine how effectively the people involved in the process can absorb the changes.
Types of culture in LBA management
In order to implement the change process there needs to be an organic culture that
needs to be created. This is a process of decentralization of the work process. The managers
that are responsible for bringing about changes in the various departments need to be properly
coordinated. This form of culture would be effective in determining the value of
implementation that is needed to bring forward the change process. Each and every head of
department should report to the head coordinator for bringing about the change procedures.
The culture needs to be effective enough to support the entirety of the change process.
Training
Training is an important part of the change process. The employees need to be
properly trained on the various aspects of the bio-metric implementation process. It is
important that the IT oriented aspects are more importantly focused in the training. At the
same time the training should incorporate informing the duties and responsibilities to the
people involved. Training resources that become much important in this case are training
rooms, mentors, trainers, monitors, projectors and other important equipment. The training
facilities need to be optimized as per the requirement of the change management.

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Kotter’s 8 step process
As per the change model that has been selected, the communication process becomes
very important in determining the value of change implementation process. The
communication process would be incorporated in all the different stages of the change
management process. Creation of urgency would take place through official emails that are
sent. The middle level managers would subsequently guide the teams towards the change
process through group sessions. Coalition would be made with the external organizations.
This would be done through business meetings with various IT organizations. The
communication through buy in would be done through the official communication channels.
The empowerment of the employees would be done through the implementation of the
training procedures. Goals would be set and the employees would be measured and managed
through the implementation of the short term and long term KPIs.
Conclusion
The LBA is effectively poised to develop its functions with regards to the
management of change. It is important that all the planning processes take place effectively
and incorporate all the required changes. Knowledge management is a very important factor
as the right amount of knowledge needs to be created. It is important that the organization
focuses towards greater returns. The Kotters change model suits the change requirement of
LBA as it can integrate the workforce and help them to make essential efforts towards
meeting the target of the organization. The innovative approach for the deployment of bio-
metric systems can greatly improve the performance of the organization.

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References
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Appendices
S Curve/Bell
Lewin’s force field analysis