Heathrow Terminal 5: Project

successful-
Program Failed-Measuring the Value
Group 2

This Photo by Unknown Author is licensed under CC BY-NC-ND

1. Why is it said Heathrow was a classic case
of "Project successful, but program failed"?
• The measure of success for Terminal 5 is not passenger
enjoyment or technical efficiency, it is the revenue
generated by passengers spending money in the shops.
• The first cause of failure that seemed very obvious was
the lack of sufficient training for staff. The staff were
said to also have difficulties at security and parking
2. If you were the program manager on this program,
what better could you do to make it a successful program
• To refine the parameters for live monitoring of baggage performance;
• To over-provide for staff search and control posts on the opening day;
• To establish a joint BA/BAA crisis management team at terminal level
for critical events and crisis situations; and
• To ensure a direct link between the BAA and BA baggage and logistics
teams with early warning indicators and protocols established for
decision making in critical baggage operational scenarios.”
• From the above, it is possible that the failure might have been evaded
if precautions/lessons learned had been performing earlier.
3. Summarize your own lessons learnt
• The failure could have been avoided. It all comes down
to management. If there was better management plans
in place, things might have worked out better.