A Report about ...

A Report about Terminal 5




Report for the House of Commons Transport









The report is about the lessons that can be learned from Terminal 5 case for other companies in order to avoid future national embarrassments.









Sandeep Chandran (ST08005348)




3/30/2009









TABLE OF CONTENTS
Report Page


INTRODUCTION ------------------------------------------------------------------------------------ 3




ROLE OF LEADERSHIP AND CONTROL --------------------------------------------------- 4





DECISION MAKING PROCESS ---------------------------------------------------------------- 7





COMPARISONS ------------------------------------------------------------------------------------ 9





CONCLUSIONS ------------------------------------------------------------------------------------ 13




RECOMMENDATIONS --------------------------------------------------------------------------- 14





REFERENCES -------------------------------------------------------------------------------------- 15





INTRODUCTION:


“BA pressed the button too early on this campaign and the market is clearly not ready to forgive” (Ritson 2008, p. 19). “The effect of these problems snowballed, resulting in tens of thousands of flights cancelled, thousands of passengers stranded and tens of thousands of bags mislaid. Several top executives of the airport's operators lost their jobs, airline executives were uniformly critical of the poor performance and the head of the International Air Transport Assn. labelled the T5 opening ‘a national embarrassment’, T5 became a textbook case of reputational risk” (Winston 2008, p. 6). According to Ritson and Winston, BA and BAA’s approach towards the terminal 5 were faster due to which many passengers had to face serious difficulties.
In the report, the researcher has identified the key factors such as role of leadership and control, the decision making process, training, testing, employee relations and conflict that led to the malfunctioning of terminal 5, the right approach that can be transferred to BA/BAA and certain recommendations for the same.
These key factors have been shown to have hindered the working of terminal 5. The researcher in preparing the report to the House of Commons Transport committee has taken ...