INTRODUTION

British Airway names familiar in the eyes of the world is one of the biggest airline
company in the world and with trans-Atlantic flight from Europe than other airlines. British
Airways are located at Landon Heathrow and Gatwick London and also a few location which is
Manchester International and Birmingham International. British Airways also known as
stronghold because of its ability to dominate the Heathrow area. In 1976 there was an increase
drastically in the number of passengers in British. It made the government create a committee
that will be able to steadfastness the transport problems especially air transport.
London Heathrow Airport is the biggest and the busiest in the United Kingdom (UK) and
the second busiest in the world. An about two decades of planning and construction of London
Heathrow Airport. It was made by glasses, concretes and steels. The cost of Heathrow Airport is
over 8.6 billion and its cost a bomb. On 27th March 2008, Queen Elizabeth blatant that Terminal
Five (T5) are vital to Britain and it would became new home for British Airways International.
Terminal Five (T5) is one of the most technologically advanced airport terminals in the world
Heathrow have to knob more international passengers and it is the crucial hub for the
airlines including British Airport (BA), British Midland International and Virgin Atlantic
Airways. Terminal five is the largest standing structure in UK and it capable of handling 35
million passengers per annum. T5, Heathrow Airport took 6 years to complete the construction
and it was the longest planning in British antiquity.
London Heathrow T5 also have more 10 miles of belt moving luggage. Nearing the
completion of T5, it become manifest that additional capacity may be essential and plans for a
sixth terminal were finalized. Heathrow was suffering, so that the opening of T5 was to be cure
for overcrowding but the opening was not worked out as well as planned. Endless line, more
baggage was deferred let to numerous flight cancellations marooning many irate passengers.

CASE FACT

Base on the fact that we have study, there was a lot of problems related to baggage
management and some other minor problem are detected within the first few hours on the first
day operation of Terminal 5.
Among the problems that are clearly visible is luggage problem. Luggage problem is
something that everyone who ride an airplane hate because it will make their personal task
delayed just because they have to wait for their luggage to be ready to go. As example, some of
the passenger might have to delayed or coming late for their appointment.
Insufficient staff resulted in failure to clear incoming luggage fast enough.As a result,
the arriving passengers waited more than an hour for their bags. From the statement, we know
that insufficient staff is the main factor of luggage problem at Terminal 5. The management of
the Terminal 5 is not preparing their worker sufficiently. Thats mean the management fail to
construct a good planning on their staff deployment.
Next, departing passengers tried in vain to check in for flights. That problem involving
the communication among the staff and customer. The staff might not understand enough what
the customer trying to say since they are new staff of the day. Next, flight left in empty hold.
Sometime on day one, the airline checked in only those passengers with no luggage. As a result,
the passengers have to wait for the next flight to have their luggage back.
Next, the moving belt system also jammed at one point. This is a part of technical error
which is involving the technician. The problem might because of inexperience technician or
maybe no test have been done before the operation begin.
Those problems cause some minor problems can be seen clearly such as a few broken
escalators, some hand dryer didnt work, a gate that wouldnt function at the new Underground
station, and inexperienced ticket sellers who didnt know the fare of the flight tickets.

14-42. What type of control feedforward , concurrent or feedback do you think would
be most important in this situation?

In our opinion, type of control that would be most important in this British Airways
situation is the feedforward control. In general, feedforward control is the control that take place
before the actual activity as it can prevent from the problems occurs. This control is to anticipates
the problems. In this case, British Airway should test their system before open the Terminal 5
(T5). When they test the system, they can detect of what problems that will be happen. So, they
can repair that problem. Besides, British Airways also must train their staff before the operation
of T5 .The staff should training in the other airport as they will get better experience and skills.
Moreover, British Airways should always communicate to the T5 in order to check and
update the progress of that terminal. This ways will make the British Airways know of what did
terminal 5 needs to make their airport more systematic when they open it. Furthermore, terminal
5 and all of their software system must be test of their functional to the system. This needs the
professionals to test the systems functionality. Example of the software and systems that should
be test the systems of handling baggage, the escalators and the gates at the new underground
station.
However, this feedforward controls requires timely and accurate information which
usually hard to get. Thats why the tested of system s and software must be handle by the
professionals as they know what to do in order to get the accurate information. Finally, it is better
prevent the problems from occurs rather than to fix them after any problems as it will waste our
time and costs. So, feedforward controls is the most important controls in this situation because
prevention is better than cure.

14-43. How might immediate corrective action have been used in this situation? How about
basic corrective action?

First of all, immediate corrective action is the damage control which is the problem will
be repaired as soon as possible. In order to achieve the T5s goals that want to ease congestion at
Heathrow and improve the flying experience for the 30 million passengers expected to pass it
annually, the British Airways T5 had took the immediate corrective action which are built 96
self-service check in kiosk, more than 90 fast check in bag drops and 54 standard check in desks.
Besides, T5 also upgrade the miles of suit case moving belts which estimate to be able to
process 12000 bags per hour. However, the problems had developed within the first few hours of
the terminals operations. Thus British Airway T5 had finds their ways to use

the basic

corrective action.
What is basic corrective action? Basic corrective action is the corrective action that fixes
the real causes of the problems at the most basic level. By this action, British Airways T5 had
runs all of their systems which is from toilets to the check in and seats. Furthemore, T5 took 6
month to runs all of their systems before opening the terminal. So that, there will be enough time
to test and upgrade the systems. They also include the four full- scale test runs using 16000
volunteers. As the result, customer satisfaction survey showed that 80 percent of passengers
waited less than five minutes to check in.

14-44. Could British Airways controls have been effective? How?

In my opinion, yes. British Airways controls would been effective if a better and more
realistic tests have done to prevent the under-staffed teams. As example, the promotion
department should done an early advertisement for job vacancy at the media such as television,
radio or even newspaper would be a great start for a job deployment.
An early preparations also included training the staff earlier so that there would be no
problem on communication with passengers. As we know, people nowadays always want their
life easier. So they must want an easy and excellent answer when they ask something. An
untrained staff would have making a lot of mistake by talking unclear and passively while welltrained staff would have speak clearly and understandable. This problem can be reduced by
providing an experienced staffs first before the new staffs finish their training. They could take
some of their staff from other branch to help and train the new staff before the new staff ready to
communicate with the passengers.
Next, to make sure theyll present a good service to their first customers and solve
problems immediately, they should have invited IT of the machines. For example, if an IT
experts test the luggage belt system and the baggage system before the operations, they could
have been no problem with it on the first day operation. They could also hired an IT expert to
lead the new technicians.

14-45. What role would information controls play in situation? Customer interaction
controls? Benchmarking?

The number luggage is the main problem. They should have study the number of
customers and estimate the maximum quantity of luggage. They also have to synchronize the
time needed to treat the luggage with the time of the flight. If they use the right information
controls and benchmarking they could avoid the delay of the flight.
Information controls could provide the managers with accurate information about the
problem that the passengers face and have a clear idea about the occurring events and deviations
in the Terminal 5.
Customer interaction is crucial in this case because the satisfaction of the passengers with
the quality of the services provided is the best indicator for the managers to estimate the
effectiveness of the organization and to improve the actual performance.
Benchmarking which is searching the best practices among competitors or non
competitors could have helped the managers to choose better equipment and prevent problems
such as understaffing or lack of communication.
By preparing themselves beforehand, British Airways will be more effective. They should
have formed their staff in other airports so they could be more prepared. They also should have
invited the IT of the machines to make sure they present a good services to their first costumers
and solve problems immediately.

14-46. What would companies learn from the smooth handling of throngs of arrivals and
departure for the Summer 2012 Olympics ?

Summer 2012 Olympics is a great event. Peoples around the world from many countries
were interested to join it, even not as the athlete but as spectators and supporters. Based on that
event, Heathrow airport is one of the airport that used to departure passengers who joining this
event.
What would companies that involved learn from the smooth handling of throngs of
arrivals and departure is, the use of volunteers as workers. Many things that those volunteer can
do such as assistant promote goods to make all activities especially in the departure hall smooth
and fast.
Secondly the companies can set up a special team to manage the athletes equipment such
as bicycles, javelins and row boat. Beside that, companies also should prepare early for that
event. They should sensitive to the issues and shortages that should be repaired.
Those companies also can prepare shelter to the athletes and the supporters by
contracting any hotels or surrogate home for them to reside for several days.

SUMMARY

In a nutshell, British Airways should know which is the best control that will improve
their services such as applied feedforward control, feedback control and concurrent control. In
that situation feedforward control is the best choice as it can prevent from the problem occurs.
Besides, when the problems occur, it is possible to take an immediate corrective action
which is to repair the problem as soon as possible. By the way, it is better to take basic corrective
action that can fixes the real causes of the problem at the most basic level.
Furthemore, British Airways could be more effective if they training their workers before
open the Terminal 5. This will make their workers have enough experience to handle the system.
Moreover, customer satisfaction is most imperative as it will tells how systematic are
they. The higher customer satisfaction result the more systematic for ones company
management.
Last but not least, British Airways had applied the rules of management in their business
in order to smooth the Terminal 5 systems . So, management is very vital in our daily life
weather formal or informal situation.

REFERENCES

-Textbook
-wikipedia (http://en.m.wikipedia.org/wiki/britishairways)
- www.britishairways.com
- http://m.facebook.com/britishairways

INTRODUCTION TO MANGEMENT
(CASE STUDY 4 : BAGGAGE, BLUNDERS
AND WONDERS)
GROUPS MEMBER:
NO.

NAME

MATRIC NO.

1.

MUHAMMAD AMIRUL BIN AZHAR

2150310

2.

MUHAMMAD NAZIRUL IMRAN BIN ISHAK

2150323

3.

AHMAD SULHI BIN ANUAR

2150317

4.

MUHAMAD SYAFIQ NAQIB BIN AZMI

2150333

5.

SAFWAN HAMZANI BIN ABU BAKAR

2150326

6.

SYAFA AFINA BT AZMAN

2150796