Case study - baggage blunders

Assignment Help Business Management
Reference no: EM13549807 , Length: 2000 Words

Baggage Blunders

Terminal 5, built by British Airways for 8.6 billion, is Heathrow Airport's newest state-of-the-art facility. Made of glass, concrete and steel, it's the largest freestanding building in the United Kingdom and has over 16 kilometers of belts for moving luggage. At the terminal's unveiling on March 15, 2008, Queen Elizabeth II called it "the 21st Century Gateway to Britain." Alas... the accolades (compliments) didn't last long! After two decades of planning and 100 million hours of labour, opening day didn't work out as planned. Endless lines and severe baggage handling delays led to numerous flight cancellations, stranding many irate passengers. Airport operators said the problems were triggered by glitches (malfunction) in the terminal's high-tech baggage handling system.

With its massive automation features, terminal 5 was planned to ease congestion at Heathrow and improve the flying experience for the 30,000,000 passengers expected to pass through it annually. With 96 self-service check-in kiosks, more than 90 check-in fast bag drops, 54 stranded check-in desks, and over 16 kilometers of suitcase moving belts that were supposed to be able to process 12,000 bags per hour, the facilities design didn't seem to support those goals.

Within the first few hours of the terminal operation problems developed. Baggage workers, presumably understaffed, were unable to clear incoming luggage fast enough. Many arriving passengers had to wait more than an hour to get their bags. There were problems for the departing passengers, as well, as many tried to in vain (unsuccessful) to check in for their flight. Flights were allowed to leave with empty cargo holds. At one point that first day, the airlines had no choice but to check-in only those with no luggage. And it didn't help matters that the moving built system jammed at one point. Lesser problems also became apparent: a few broken escalators, some hand dryers that didn't work, a gate that wouldn't function at the new underground station and inexperienced ticket sellers who didn't know the fares between Heathrow and various stations on the Piccadilly line. By the end of the first full day of operation, Britairt'S Department of Transportation, released a statement -- calling for British Airways and airport operator BAA to "work hard to resolve these issues and limit disruptiarii fo passengers."

Anyone might he tempted to think that all these could have been prevented if British Airways had only tested the system. But thorough runs of all systems "from toilets to check-in and seating" took place six months before opening, including four full-scale test run using 16,000 volunteers.

Assignment tasks:

1. Describe any strategic management theory and critically analyse which of these theories is applied at Terminal 5 of Heathrow Airport for immediate corrective actions.

2. Discuss the foundation of strategic capability and the concepts of competitive advantage then critically determine which of these concepts can be applied prior to the operation of Terminal 5, Heathrow Airport.

3. Analytically evaluate which important role of Benchmarking can be applied in the situation of the case.

Write the response in 2200 words, 

Reference no: EM13549807

Adding the time dimension

Based on ideas offered in Chapter 7 - Project Scheduling: Adding the Time Dimension, as well as your own insights and experience, discuss at least five benefits a project te

Identify risks and the potential decision biases in scenario

Identify the risks and the potential decision biases in your scenario. Propose the corrective steps that should have been taken to overcome these biases. If a risk assessmen

Nature and extent of knowledge management

Explain the nature and extent of knowledge management in the organization or unit that you are focusing and explain and analyze the relationships between your organization's s

Business help - managing organizational change

Explain how has the need for organizational change consulting been impacted by technology and how has the process of organizational change been impacted by technology?

Tasked by management to prepare a monthly cost analysis

Tasked by management to prepare a monthly cost analysis of the corporate operating expenses as shown in the attached spreadsheet. Management is particularly interested in

Usplabs recalls oxyelite pro supplements

Review the article "USPlabs Recalls OxyElite Pro Supplements Amid Links to Liver Illness" which can be found in your weekly reading. This article pertains to a recall of a p

Financial statements of an enterprise

An audit in which the auditor examines the financial statements of an enterprise to express an opinion as to whether or not they reflect a true and fair view of its state of

Calculate the beta of the entire portfolio

Please illustrate how you calculate the beta of the entire portfolio. Without adding new assets, how would you adjust the portfolio to make it more aggressive? Less aggressi


Write a Review

Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd