Project and Operation Management Report

This report delves into the world of project and operation management, focusing on the Heathrow Terminal Five (T5) as a case study. It explores various strategies such as six sigma, just in time, lean manufacturing, and total quality management to improve customer experience through IT technology. The report also examines success and failure histories of similar projects, providing valuable insights for students and professionals alike.

MANAGEMENT AND
ADMINISTRATION OF
PROJECTS AND
OPERATIONS

EXECUTIVE SUMMARY
The report has been described the project and operation management this both are the
different methods' operation method is the regular use in the company and project is the
temporary method to complete the task of the company that provides the basic idea that how to
implement the projects to achieve the task of the company. The report has been emphasised the
project and operation management in the Heathrow Terminal Five (T5). The report has described
the success and failure sources adopted by the terminal 5. The report has been described the
different models such as six sigmas, just in time, lean methodology that company adapt to satisfy
their customer .Also, report has emphasised the total quality management model that company
use in their business to improve the quality standards or process of the company.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION ..........................................................................................................................4
MAIN BODY...................................................................................................................................4
Success and failure of the outsourcing process of T5.................................................................4
Discuss the impacts on customer experience of IT processes by models...................................6
improve quality standards throughout the planning and execution project phases.....................8
CONCLUSIONS.............................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Management and Administration of Projects and Operations require a business
management process or operation management of the business. That describe that project and
operation is help to company for identify the various points that incurred in life cycle of the
product and service. Operation management is the ongoing process of the company which
developing in the product and service or improve the quality in product through operation
management (Fosse, and Normann, 2017). On the other hand project management is temporary
process that manage the process in teams and achieve the target of the team. For better
understanding the project and operation management. Taken the case study of Heathrow
Terminal Five (T5). Heathrow Airport, is the biggest international airport in London united
kingdom. It is the second busiest airport by international passenger traffic annually. Heathrow
Terminal 5 is one of the most technologically advanced airport terminals in the world. The report
will lay emphasise the success and failure history of the Terminal 5, also describe the customer
experience of IT by use the different model like six sigmas, just in time, lean manufacturing etc.
The report will emphasise use the TQM method that improve the quality standard throughout the
planning and operations (Vick, Nagano, and Popadiuk, 2015).
MAIN BODY
Success and failure of the outsourcing process of T5
Success
DIFFERENT APPROACHES
 Heathrow Airport Holdings has use the best approach to this project. They use the
contracting approach to manage the projects. HAH is contract with their vendors such as
the company has take liability for the risk and (financial and liable). So the contractor are
more focus on this project and they work proper on time and specify budget. HAH has
also provided the advantage to the contractor that they work on time and on budget so
company will pay the incentives and get rewarded, when they cannot ding work on the
time and on budget or increase the cost. So that they cannot achieve the reward and they
would lose out their incentives (Westney, 2017). This strategy help to Heathrow Airport
Holdings for achieve their project and also encourage to the vendors to improve the

quality in work and manage their work on time and on budget also solve the problem.
This approach is help to company for achieve the target and success the project or meet
the all requirements of the company.
 Another approaches used that contractual arrangement. This approach is required to open
books. That means expenditure are recorded in the book on fairly. That helps to company
for take the fair decisions. Also, help to company for success the project on fair way
(Vick, Nagano, and Popadiuk, 2015).
According to the Heathrow Airport Holdings. These both approaches is help to achieve the
project on timely also on the particular budget. They find that 80 to 85 % of work is completed
on the time at T5. They Feel that their innovative approaches had worked very well
BEST INFRASTRUCTURE
 The major key of success the project. Company design the T5 according to focus on the
passenger self service. Firstly HAH focus on provide the best self service to their
passenger on check in and baggage drop (Pilkaitė, and Chmieliauskas, 2015). HAH is
hopes that they provide the self service to their passenger that increase the customer
satisfaction and reduce the time and money of the company. Also, reduce the queried of
customer. So HAH has provided the 96 self service kiosk in their terminal to the
customer.
 Heathrow Airport Holdings launching the largest system in their terminal. This is the best
infrastructure system of T5. Which is baggage system. Design to handle the 70,000 bags
a day. This system is design by the Vanderlande Industries of The Netherlands they
installed the system in the terminal 5 (Piper, 2016). So this is also the best key of success
the terminal 5. Company also provide the training programme to the passengers that help to company
succession. Because customer have increase the knowledge about the new technology
that increase the company growth and customer also trust with the company. So through
training Heathrow Airport Holdings increase the customer base (Lee, and Zhong, 2015).
Failure
OPENING DELAYS

Due to construction delays Heathrow Airport Holdings face problems related to the
launch of the T5. Also, company face the problem to increase the cost of the production. They
also delay the training program of the passenger of six weeks that affect customer satisfaction.
Also, other training programme were cancelled due to difficulties.
Company face some problem related to the training program they cannot provide the better
training due to lack of time (Pilkaitė, and Chmieliauskas, 2015 ). So Heathrow Airport Holdings
cannot provide the proper training to their stakeholders and employees that they have also not
have proper knowledge about the work.
IT problems
IT problem is the biggest threat of launching the terminal 5. Company faced troubled
related to IT issues, British airways has described the written document that how many IT
problems face by the employee of the airways. So they face the flight delays problem with the
wireless chain and also had faced some issues related to the check in process. Employee cannot
enter the information of the bags in the terminal. So as result that customer are not satisfied with
the new systems and also terminal 5 is cannot receive the information of the bags that leads the
difficulties related to new technology (Heizer, Render, and Munson, 2016). They have not taken
any a training so they cannot use the new technology easily. Heathrow Airport Holdings has
faced the problem of communication due to fewer networks. They cannot reach the other
airlines. So company face many problems related to IT a new technology. These IT problems
leads the many problems related to unrecognised bag in system. Also, the rebooking system are
not work properly customer cannot get messages. So ultimately company switch off their
rebooking system.
Discuss the impacts on customer experience of IT processes by models
Company face many problems related to the launch of the terminal 5 and also face some
IT problems. So company improve the quality by use the different models such as six sigma. Just
in time, lean manufacturing etc. (Pilkaitė, and Chmieliauskas, 2015).
Six sigma
Six sigma is the process of solving the problem. That analyse the problem and provide
the best solution. In this method for improving the method and process of the company use the

different statical methods to increase the efficiency of the products that customer are satisfied
with the product (Fosse, and Normann, 2017). Heathrow Airport Holdings has launch the
terminal 5. So they also face problems related to IT issues. So company must use the model to
redesign the project and maintain. They use the 'DMAIC' method that means. This method is
help to improve the process of the company. In this method they design the process first then
they define, measure, analyse, improve and control. HAH has faced the problem For example
employees cannot understand the new technology so company can provide the training that how
to use the new technology that increase the knowledge in the employees. So six sigma method is
enhanced the performance of company. So employees of the company also provide the best
service to the customer and customer are happy with the services like self service HAH focus on
provide the best self service to their passenger on check in and baggage drop. HAH is hopes that
they provide the self service to their passenger that increase the customer satisfaction.
Lean Methodology
Lean methodology this method is help to reducing the waste and also provide the best
product to the customer by reducing the cost of the production. Heathrow Airport Holdings use
this method to achieve the target of the company. They use their resources in the best way
company also use the Kaizen method in their business this method is improving the productivity,
reducing waste and also reducing the unnecessary work. So company has introduced the two
type of contract deals with their contactor (Vick, Nagano, and Popadiuk, 2015). HAH is contract
with their vendors such as the company has take liability for the risk and. So the contractor are
more focus on this project and they work proper on time and particular budget. So contractor has
achieved the target and they get awarded. So this strategy is help to improve the quality as well
improve the work of the employee. Which is also improved the customer satisfaction because
company has use the best technology and improve the quality also, company provide the best
service in the terminal 5 such as self service kiosk in the terminal. Also, the best communication
booth, Heathrow Airport Holdings launching the biggest system in their terminal. This is the best
infrastructure system of T5. Which is baggage system. Design to handle the 70,000 bags a day.
So this all new infrastructures is improved the quality of work that enhance the customer
satisfaction as well enhance the popularity in the worldwide (Westney, 2017).
Just in time

Just in time is method is defined the time management in the production process. This method is
described that how to manage the employees, resources in the workplace. This process is help to
find the hidden problem in the inventory. In this method company focus on control the quality of
the product as well control the system. Heathrow Airport Holdings has use this method to
improve the quality and reduce the cost of production. They launch the terminal 5 on the basis of
different contractual deals. They find that if they provide the reward and training to their
employees that increase the efficiency of work. When company face the problem related to new
technology so that they make sure that they install the best version of software and also provide
the training to the employees so they easily use the new technology. ALSO, Heathrow Airport
Holdings provide training to their passengers that how to use the different technology such as
'self service' kiosk in the terminal, booking systems etc. (Heizer, Render, and Munson, 2016).
So that is increase the customer satisfaction by providing the training and best facility to the
customer.
improve quality standards throughout the planning and execution project phases
Total quality management
Total quality management is the process of improving the quality and process of the
company. TQM is described the different management approach to increase the long term
succession of the company that provides the customer satisfaction. In this method all the
employees and members are contributed in the planning and help to company succession.
Employees of the company is participation in the process, product, service, and different cultures
which they work. The focus on this method is improved the customer satisfaction as well
improve the process of the company. Heathrow Airport Holdings use this method to improve the
quality of work as well improve the customer satisfaction they use the different approaches of
the TOM methods for improving the process. They doing the continual research and achieve the
vision, mission and objectives of the company (Fosse, J and Normann, 2017). They continual
collect the data and analyse the data as result to make the best decision related to the terminal 5.
Also, Heathrow Airport Holdings. Improve the day to day operations. Communication is the
plays a vital role in the company. Communication is improved the relations among the
employees. TQM is the help to company or improving the communication that help to
implement the different strategy to increase the morale and motivation among the employees.

Heathrow Airport Holdings has managed their work by use the strategic and systematic approach
they formulate the strategy to archive the future targets of the company as well achieve the goals
of the company (Donnelly, 2017).
CONCLUSIONS
The report was concluded about the project and operation management that define that
how to mange the company by making the project and developing in the product and service or
improve the quality in product through operation management of the Heathrow Terminal Five
(T5). The report was concluded about the success and failure history of the T5. Then comes on
the different model such as six sigma, just in time, lean manufacturing that describe the customer
experience of IT technology of the company. At the last report was described the use of Total
Quality Management method in the Heathrow Terminal Five (T5) that improve the quality
throughout the planning and operation management.

REFERENCES
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Westney, R. 2017. Computerized Management of Multiple Small Projects: Planning, Task and
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