Management of Heathrow Terminal Five: Project and Operations Report

This report provides an in-depth analysis of the Heathrow Terminal Five project, focusing on key project management and operational failings. It identifies issues such as inadequate staff training, construction delays, and IT-related risks. The report explores mitigation strategies, including staff training programs, improved project planning, and the implementation of a baggage reconciliation system. It also examines operational challenges like increasing competition and technological complexities, proposing solutions such as enhanced consumer communication and the use of quality frameworks to improve service delivery. Furthermore, the report includes a risk assessment plan that addresses potential financial, technological, and market-related risks, emphasizing the importance of proactive risk management for successful terminal operations.

MANAGEMENT AND
ADMINISTRATION OF
PROJECT AND
OPERATIONS

TABLE OF CONTENTS
Table of Contents.............................................................................................................................2
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Key project management failing in the in Heathrow Terminal five project and how these
failing can be mitigated...............................................................................................................3
Key operational failing in the Heathrow Terminal and these failing can be reduced and solved
.....................................................................................................................................................5
Risk assessment plan...................................................................................................................5
Use of quality framework and associated tool can be utilised to improve the quality................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Management and administration of different projects and operation of the company is
very necessary and crucial for success of company (Loftus-Otway and et.al., 2019). This is
majorly because of the reason that if the operation of company will not be effectively managed
then the company might face losses. Hence, for this it is necessary for the company to make sure
that the operation of the company are managed in proper and timely manner. Hence, for the
study of current study the project of Heathrow Terminal 5 is being selected. This is the most
advance airport in terms of technology in the whole world which was opened in 2008.
This is a terminal which is used as one of the three global hubs IAG and is served by
British Airways and Iberia. The current report will outline the major project failing in the
Heathrow terminal along with the ways of mitigation. Further it will also highlight the
operational failing and the ways it can be reduced. After the discussion will work on the risk
assessment at time of making of the terminal. In the end the ways of improving quality of
services being provided by the terminal will be demonstrated.
MAIN BODY
Key project management failing in the in Heathrow Terminal five project and how these failing
can be mitigated
The project management is very important because of the fact that if the project will not
be managed in viable manner then the project may not be successful. Thus, for this it is very
necessary for the project leader to make sure that all the necessary things and decision are being
taken by the leader in proper and sensible manner. Thus, for the success of the project the most
important and crucial thing is the proper management of the whole project and to make sure that
all the activities of the project are conducted in proper and coordinated manner. The major issues
at the time of project management failing for the Heathrow Terminal five project are discussed in
the following points connected below-
The first and foremost project management failure issue was that the staffs of the terminal
were not well trained and educated (Chirumalla, 2018). Thus, this resulted in many problems and
failure for the terminal as the staffs was not able to handle the consumer and passenger coming
to the terminal. Thus, this was the major issue which was faced by the Heathrow terminal project
and this also resulted in the failure and problems for the terminal. The major issue being faced by

this was that the passenger was not satisfied with the services being provided by the staff of
terminal. Also, the staff lacked knowledge of the latest changes and advancement taking place in
the technology and other trends relating to the need and desire of the consumers (Jiang, Cramer
and Loftus-Otway, 2019). Hence, if the staff will not know that what the consumer need then
they will not be able to cater and fulfil the needs of the consumers. Also, the staffs even not
know how to manage the parking when the parking is full of vehicles and the staff security is
also delayed because of this.
Another major issue at the time of project management was that the construction work on
part of the building was not finished till the time airport started its operations. This was a major
problem or an issue because at that time there were total of 275 lifts and out of them 28 were not
in working condition and 17 were broken and 11 still to be repaired. This state that the
construction of the terminal did not took place in the intended manner or the planned manner.
Thus, this was also a major issue being faced at time of project management of Heathrow
terminal.
Another major issue being faced at time of project management of Heathrow terminal
was that the security staff search was also delayed. This means that the searching process for the
security staff was delayed and this resulted in the delay in recruitment of the security staff. The
role of security staff is very important in the terminal as they direct the passenger that where they
have to go and they also check the passenger and their luggage. This is done for the purpose of
security of the terminal and the nearby surrounding.
These were the major issues being faced by the Heathrow terminal and its project
management. Thus, the major steps for the mitigation of these areas are as follows-
The first and foremost step is to hire an expert or professional who will give the staff of
Heathrow terminal in order to handling the passengers and other people coming to the airport.
This is because if the staff will not handle the people in proper manner then they will not come.
Another major step is to properly plan the renovation of the whole airport so that any of the
mistake or fault can be solved and this will increase the efficiency of the airport.
The last step for the betterment or solving of the problem encountered by the Heathrow
terminal is that the airport must use the latest sources of recruitment (Rendon and Snider, 2019).
This is majorly because of the fact that latest recruitment sources like employment website and

other social media advertisement will help the terminal in getting more educated and advanced
set of candidates.
Key operational failing in the Heathrow Terminal and these failing can be reduced and solved
The operational failure is defined as the damages or the mistake which takes place in the
whole process of operation (Ivanov, Tsipoulanidis and Schönberger, 2017). This is important to
be studied because of the fact that if this failure will not be examined then the terminal may face
heavy losses and this will decrease the operational efficiency of the terminal. The major
operational failure faced by Heathrow terminal is as follows-
The major failure was the high and increasing competition as the consumer in the air
travel was on an increasing trend of 5 to 15 % since 1950s. After that many of the companies
have indulge in this business and this increased the competition within the air travel business.
Thus, this was the major operational issue being faced by Heathrow as they were not able to
meet the high competitive demands.
Another major operational issue was the high technology being implemented in the
terminal this was an issue as the consumer sometime were not able to handle or use the
technology in more effective and better terms. Thus this increased the cost of operation and the
time as well as the consumer was not able to operate the technology.
Another major operational issue was that the terminal deferred by six week of the
commencement as the programme was non- familiar by the consumer and it took time to first
make the consumer understand and then after initiate the program.
The major strategy for reducing these failures was the making the consumer understands
all the rules and regulation to be followed at the terminal. For this Heathrow can use the social
media and official website to display and share all the rules and regulation to be followed at the
terminal and while travelling via Heathrow terminal.
Risk assessment plan
The business exists and survives in the highly frequently changing and dynamic
environment where there are changes every moment (Malhotra, 2019). Thus, for the normal and
successful running of the business it is very necessary for the company and business to keep a
check over the changes taking place in environment. This is necessary as if the changes will not
be taken care of then this might result in losses for the company. Hence, for this there are also

many risks being attached with the company and its working. These risks are uncertain and not
sure that it will happen in future.
Thus, it is the responsibility and duty of the company to make a complete assessment and
record of all the risk which the company might face while running its normal course of business
(Iden and Bygstad, 2018). Thus, for this the risk assessment is done by the companies and this
risk assessment is defined as the assessing or estimating of all the risk which might be faced by
the company while they operate in the dynamic business environment. The major risk which can
be faced by Heathrow terminal are the financial risk, technological risk, changes in market
trends, changes in government policies and any other type of risk.
Risk assessment plan is the plan which outlines all the possible risk which can be faced
by the company and it also includes the plan or strategies which can be opted in order to manage
and reduce the risk. The major risk being faced by the Heathrow terminal is the IT related risk.
This is the major risk because of the fact that there are many different types of changes taking
place in the technological and IT sector and this need to adapt by the company. This is because if
they will not adapt to these then the company and their operations may become obsolete.
Thus, because of this major reason it is very essential for Heathrow to make an
assessment plan for all the risk associated with the company and its operation. The major failure
in the IT related risk was the baggage reconciliation system. The baggage system was a risk and
an issue because of the fact that the terminal has set some self- service kiosk for the consumers
where they can have their check- in and baggage drop by themselves. Thus, this system was a
major risk for terminal as it is not necessary that the entire consumer knows how to handle or
operate these self- service kiosk. Thus, this major risk needs to handle with great efficiency and
with less time as this can result in harm to the consumer and their life. This is necessary for the
terminal to handle this because in a single day there are almost 70,000 bags coming for check- in
and check- out. Thus, for this it is necessary for the Heathrow terminal to have and create some
contingency plan which can be used in case of some emergency or any of the contingent
situations (Ajmal, Helo and Kassem, 2017).
Thus, this contingent plan includes the installation of the BRS that is Baggage
Reconciliation System. This is a baggage tracking system which is a computer operated system
where in the reader of the computer tracks the baggage from in and out at the gate of the airport
only. If there is any not allowed article of article like metal or any other sharp instrument then

this will be detected by these BRS. Hence, this system will be helpful for the Heathrow terminal
in managing the IT related risk. Thus, the use of technology can only be helpful in dealing with
any of the technological risk (Li, 2019). In the end, it can be said that it is very essential for the
company to manage the risk for having a successful operation of the terminal. The major reason
underlying this is that if the risk will not be handled in proper manner then the company will be
able to manage the risk and changes and this will assist the company in managing its operation in
more effective manner.
Use of quality framework and associated tool can be utilised to improve the quality
The competition within the market is very high and to face this competition the most
important thing is the management of the services and product being provided by company. This
is majorly because of the fact that all the competitors provide for same product and services and
for beating the competition company need to have some distinct advantage and feature. Thus, for
this the most important thing the maintenance of the quality of the goods and services being
provided by the company. This is majorly because of the fact that all the same companies deal in
the same or homogenous goods and services. Thus, the only basis on which the consumer can
differentiate among the two companies is the quality of the goods and services. The quality is the
only factor which can assist the consumer in gaining the knowledge that which company is better
in its operation and goods and services and which is not.
Thus, for improving the quality by Heathrow terminal the most important tool which can
be helpful is the Total Quality Management that is TQM. This is a technique which majorly
focusing on the increasing the quality of all the stages within the operational or manufacturing
process. This is majorly because of the fact that this model suggest that improving the quality of
one step or product is not enough. Rather it is necessary for the Heathrow terminal to increase
the quality of the overall production system and process. Thus, this will result in overall
development of the whole company and the goods and services being provided by the company.
This method also increases the goodwill of the company as the consumer like the fact that the
company provides a good quality product and services which makes the company distinct from
the other competitors (Asare, 2016).
The other major model or tool being used for the management and maintenance of the
quality is the setting up of standards. In this method some standards are being set by the
company which the employees of the company need to achieve. If these standards will be

attained then the company will reward the employees. Thus, this method motivates the
employees to give good and qualitative services to the consumers. This attainment of the
standard will automatically direct the efforts of the employees in the direction of attaining the
standards (Rezende and Gonçalves, 2017). If the standards will be attained then the company
will automatically result in high quality product and services.
CONCLUSION
From the whole discussion it is evaluated and concluded that management of operation
and its process is very important. This is because of the fact that if the operation and its steps will
not be maintained and overlooked then this may result in losses. Hence, for the success of the
company the most important thing is the proper management of the company and its operational
process. The present report also discussed this only with respect of managing the project of
Heathrow terminal.
The current report stated that major project management issues faced by Heathrow are
untrained staff, low construction plan and many others. The major operational issues being faced
was the increase in competition, technological changes and many others. Further the major risk
of IT was discussed which was the risk related to baggage. In the end, quality handling and
improvement was discussed and was outlined that the TQM and setting of high standard is the
major strategy for increasing the quality of the services of company.

REFERENCES
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