Lesson Learned: Case Study of

Heathrow Terminal 5
LESSON ID DESCRIPTION OF WHAT WENT WHAT NEEDS TO PERSON
LESSON WELL BE CHANGED RESPONSIBLE

Time Cancellation of many The customers Proper Senior Managers

Management flights on the Open faced problems scheduling of
day. in travelling. flights according
to passenger’s
capacity must be
incorporated.
Resource This system had 400 System fails due The capacity Project
Management man-hours of software to poor should be Managers
engineers, had no estimation of estimated
unproven technology. members/staff properly.
required.
Scope The actual testing of It reduced staff The construction Manager at
Management & baggage system was learning. must be Construction site
Time started late. completed in & workers
Management time. Right
choice of the
Construction
Manager.
Project Team Problems with security It caused delay of The security Project
Management & screening & with flights. system & parking Managers
Communication parking due to directions must
Management direction problems. be properly
planned &
implemented.
Project Team Some people ended up The staff had no Staff should Government
Management flying without their clear record of provide enough influence to
luggage. the customers. training. complete the
Project early.
Quality Bags were stuck in The baggage The software Software
Management transit and difficult to system got must be tested Engineers at the
identify. clogged up. for the test data. Project.
Resource The two senior These Managers must Investor of the
Management managers had been unexpected be recruited Project BAA &
fired from the job. conditions led to based on their BA.
their resignation. skills.
Risk BA’s move of their Market share Properly planned Managers; who
Management long-haul flights from price dropped. & schedule the do not identify
the other terminals. flights from all the risks.
the terminals.
Scope A software filter was Baggage were The system must Software
Management forgotten on the not recognized. properly Engineers
baggage system after maintained &
the early trial. implemented.
Apparently, someone
forgot to remove it
after the testing phase
Resource Testing phase did not Poor calibration The system must Managers & Staff
Management & test for a worst-case & testing of the be tested to a at Testing Phase.
Quality scenario to know the system. worse case to
Management actual capacity of the know its capacity
servers. and
implemented
accordingly.
Time The staff claimed they Short period for The system must Project
Management & just started training, testing the be given an Managers &
Quality about a month before system. appropriate time Senior Managers
Management the opening. for its testing, to
ensure the
validity of the
system.
Communication BA turned a deaf ear to Poor Staff should Less competent
Management staff concerns on the collaboration of collaborate with staff.
system staff with customers; If
customers. they face any
problem in their
system.
Project Team They admitted knowing Lack of enough There must be Lack of
Management & the risks involved in communication. Proper time communication
Time opening the terminal Management between BAA &
Management but still went ahead Planning before BA. External
because of the delivery starting the influence by the
date. Project. Government.
Resource The number of People stand in Proper Less budget by
Management baggage handlers was long ques & estimation of the the Investors.
not enough for the job. delayed flights. baggage
handlers must be
done.
Risk Suggested from The system had The suggestions Project
Management experience, that the to face the from the Managers
terminal was not ready national expertise must
for open, but these embarrassment. be kept in mind
were also ignored. for a project.