Operations Management at Heathrow Airport

OPERATIONS MANAGEMENT
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Table of Contents
1. Introduction..................................................................................................................................3
2. Analysis.......................................................................................................................................5
2.1 Description of the customers and what they expect from the output....................................5
2.3 Objectives using the four-stage model..................................................................................6
2.3 The different process types and their ability to meet the range of operations objectives......7
3. The process in these terms and explanation of how and why it helps or hinders in the
achievement...................................................................................................................................11
4. Conclusion and recommendation..............................................................................................14
References:....................................................................................................................................17
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1. Introduction
Heathrow airport is known as the London Heathrow. It is the primary international airport in
London, UK. According to the international passenger traffic report, Heathrow is one of the
busiest airports in the world. Also, it is the seventh busiest airport in the world based on the total
number of passengers who are travelling daily. This airport is one of the six international airports
which serves in greater London. In 2018 this airport handled a record 80.1 billion passenger who
has been increased a 2.7% from 2017. Also, 480,339 aircrafts movements have recorded in 2018,
which has grown from 4705 from 2017(Heathrow, 2019b). Heathrow airport is situated 14 miles
from the west of central London. This airport has two parallel runways in both east and west
along with the four operational terminals on a site which is situated on an area which has covers
12.27 squares kilometres. This airport is owned and operated by Heathrow airport holdings,
which is also owned by an international consortium FGP top co limited.
There are 80 airlines have flown to 185 destinations in 84 countries from the Heathrow airport. It
is the primary hub of British Airways. The airport has four terminals and one cargo terminals. In
2017, 78 million passengers travelled in this airport, among them, 94% were international
travelers (Heathrow, 2019b). The aircraft is designed for Heathrow airport usually routed to one
of four holding points. The air traffic controller of Heathrow airportfirst controls the approach
then directed the plane to their final plan. The sizeable use is made of the continuous downward
approach techniques help to reduce the adverse effects of environment from the incoming
aircraft. Once an aircraft is ready for the final approach, then it is hand over to the Heathrow
tower. There is a restriction for the nighttime flights at the Heathrow airport. The aircraft cannot
fly in this schedule for reducing noise (Heathrow, 2019a). There is an agreement that no early
morning arrivals to be scheduled before 4.30 am. From the review of the passenger’s services the
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Heathrow airport entirely focuses on the operational efficiency (Heathrow, 2019c). They are
offering excellent customer services according to the review of the customers. The security
control of the Heathrow departure is measured by the regulation of the civil aviation authority.
The employees of the Heathrow airport use the latest technology in the crime prevention security
provide passenger screening, profiling and aircraft protection etc.
Operation management is critical to the organisation. It improves all over the productivity of the
organisation. It plays a vital role in handling the issues such as design, various operations and the
management system (Nakamura et al. 2015). The operation management of the Heathrow refers
to the resources of management produces an excellent service. The operation manager of the
department of Heathrow observes that there are planned activities about the safety and other
services to the passengers. The operation department maintains all the schedules of flight
timings, and also they manage the security system of the airport efficiently.
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2. Analysis
2.1 Description of the customers and what they expect from the output
Customers of Heathrow
i. Airline passengers, airport
visitors, and all the employees
working in the Heathrow airport
Customer’s expectation
 They expect conveniently located
boarding area and the alighting areas.
 Also, they expect clears sings from the
gate of the aircraft
 . They also expect minimum timing,
and also they need a proper choice of
transportation option (Heathrow,
2019c).
 Also, they expect their vehicles will be
clean
ii. Airport management: airport
management includes the staffs
responsible for the day to day
control.
 They expect the companies to provide
proper fair wages.
 They also expect their employees
should provide oversees and control
service.
 They also expect that all commercial
ground transportation picking up
passengers that they obey all
regulations (Heathrow, 2019b).
iii. Local elected officials: their  They expect the customers of the
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expectation is the vast region airport to be offered very high-quality
services, reasonable prices etc.
iv. Commercial vehicle drivers:
drivers of industrial ground.
 They expect to able to earn a fair
income and also they hope their wages
is not only based on the transportation
of the customers.
v. Ground transportation service
providers: providers of ground
transportation services at the
airport
 They expect that they able fair return
from their investment.
Table 1: Customer and their expectation
Source: Created by the author
2.3 Objectives using the four-stage model
Four stage model:the four stages are planning model provides the vision into the process
planning, to reduce the confusion about the selection of competitive proper planning
methodology (Slackand Brandon-Jones, 2018).
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