in the united Kingdom (UK) and the second busiest in the world.

An about two decades

Of planning and construction of 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 become 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.

PROBLEMS

 Unsatisfied agitated passengers

 The Chaos of Terminal 5’s Thousands of Passengers Had
Their Travel
 Plans Disrupted.
 Unskilled and untrained employees to handle the
passengers.
 Few broken escalators and hand dryers
 Technical glitch in luggage handling system.
Reasons
 Insufficient staff
 Poor Planning and Operation
 No Contingency and Backup Plan.
 Glitches in the terminal's high-tech baggage handling system
Results

 Canceled flights
 Lost bags
 Unsatisfied passengers
 Financial losses
 Warning Given by The Britain’s Department of
Transportation.

Q1. What type of control-feedforward, concurrent, or

feedback do?
you think would be most important in this situation?
Ans. The 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 occur. This control is
to anticipates the problems. In this case, British Airway should
test their system before opening the terminal 5. 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
get 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 test their functional system. This needs the professionals to
test the system's functionality. Example of the software and
systems that should be test are the system 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. That's why the tested of
system's and software must be handling by the professionals as
they know what to do in order to get the accurate information.
Finally, it is better to prevent the problems from occurs rather
than to fix them after any problems as it will waste the time and
costs. So, feedforward control is the most important control in
this situation because prevention is better than cure.

Q2. How might immediate corrective action have been used

in this
situation? How about basic corrective action?
Ans. Corrective control means the measures they could have
taken to resolve the issue and
minimize its impact was, they could have stopped the working in
order to reduce more
losses and could have immediately tried to bring technicians to
resolve the issue. If backup
could have been ready then manually things could have been
done and the whole process
could have been managed to a certain extent.
Q3. Could British Airways’ controls have been more
effective?
How?
Ans. British Airways' controls would been effective if a better and
more realistic tests have done to prevent the under-staffed teams.
An early preparation could also be done for training the staff
earlier so that there would be no problem on communication with
passengers. An untrained staff would have making a lot of
mistake by talking unclear and passively while well-trained staff
would have spoken clearly and understandable. This problem can
be reduced by providing an experienced staffs first before the new
staffs finish their training.
Next, to make sure they'll 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 expert test the
luggage belt system and the baggage system before the
operations, they could have been no problem with it on the first
day of operation. They could have also hired an IT expert to lead
the new technicians.
Q4. What role would information controls play in this
situation?
Customer interaction controls? Benchmarking?
Ans. Information control could have been active and effective to
convey the happening in order to help the management take
concurrent control over the situation. Also, Information control
could have given timely updates about the situation to the
passengers so that they do not panic and manage their work,
understanding the whole problem.