Chapter 14, Problem 45DQ

Summary Introduction

Case summary:

Terminal 5 (T5), built by British Airways for $8.6 billion, is London Heathrow Airport's newest state-of-the-art facility. Made of glass, concrete and steel, it's the largest free-standing building in the United Kingdom and has more than 10 miles of belts for moving luggage.

However, within the first few hours of the terminal's operation, problems developed. Presumably understaffed, baggage workers were unable to clear incoming luggage fast enough. Arriving passengers tries in vain to check in for flights. Flight left with empty cargo holds. Sometime on the day one, the airline checked in inly passengers with no luggage.

You might be tempted to think that all of this could have been prevented if British Airways had only tested the system. But throughout runs of all system "from toilets to check in and seating" took place six months before opening, including four full-scale test runs using 16000 volunteers.

Although T5's debut was far from perfect, things have certainly changed. A recent customer satisfaction survey showed that 80 percent of passengers waited less than five minutes to check in. and those passengers are extremely satisfied with the terminal's lounges, catering. Facilities and ambience.

Characters in the case:

No prominent characters in the case.

To determine:

The role information controls play in this situation. Define Customer interaction controlsand benchmarking.