Q1>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>MANAGEMENTANSWER:- Controlling is a much more important aspect of anorganization.
By efficient controlling organization/company can clear the deviationsin their processes .At the terminal 5 planning was not successful in itsopening day so in our opinion British Airways should choose an appropriate typeof control. Let’s see that out offeedforward, concurrent or feedback which controls suits better to British Airwaysin current position.
WHY CONCURRENTCONTROL IS NOT EFFECTIVE? Concurrentcontrol is suitable for the process which is ongoing and with a certainmodification thing could be handled. But in the present case the British AirwaysTerminal 5 can’t be handled properly because it is among the biggest port inthe world. Moreover, it also includes complex operations like baggage handling,clearance of baggage, automation processes and much more. Due to these reasons,there is a need to look at each and every step of the process so concurrentcontrol would not be much effective.HOW FEEDBACK CONTROLIS EFFECTIVE? Feedback control is used to increase company strengthby ensuring company performance with quality standards.
Feedback control isproved to be beneficial for the company because the company has seen itsoperations on its first day. Company can take feedbacks from their employeesabout the situations they faced during their working hours. Moreover customerfeedback could also be used to improve the performance. Company can takereviews from the customers and employees and can make changes in their processaccordingly. Company can raise its standard by promoting the automation processof clearing luggage. By feedback control company can look upon problems closelyas they have reviews and they know about the common problems which areoccurring during the process.HOW FEEDFORWARDCONTROL IS EFFECTIVE? Feedforward control is also calledpreventive controls.
This type of control is used to measure the performance ofsystem before implementing it. This control will be effective in thepresent case as the terminal 5 has much deviation and errors in the system.This control will help to remove these deviations and will be proved to bebeneficial.HOW IS ITBENEFICIAL? They will proved to be beneficial because:-v The inexperienced staff of terminal 5will be able to get proper training to clear incoming luggage fast enough.v The Whole structure of processing luggage andmoving belts could be redesigned properly to provide comfort to the customers.v Glitches in the baggage handlingsystem could be removed if the management will bring amendments in the process.
v Management can get an idea about theprocesses by conducting operations from the volunteers and can bring changes inthe process accordingly. Q2>>>>>>>>>>> MANAGEMENTBASIC OR IMMEDIATE ANSWER:- It has become necessaryfor British airways to take immediate or basic corrective actions so thatsituation could be handled. Let’s observe the corrective actions which suit it.IMMEDIATE CORRECTIVE ACTION:- As British Airways terminal 5 isholding a great number of operations so Immediate corrective actions would helpthe company to handle the situation up to the specific level.v British Airways can train theiremployees so that the trained employees can meet the customer demand in abetter way, one serious issue on opening day was that the inexperienced ticketsellers do not know about the fares from one state to another.
Due to thisreason the process of ticket buying has slowed down. As one process goes slowso it will definitely create an impact on other processes so company need totrain its employees to meet with customers demand fast enough.v Company can take responses fromcustomers and can work upon them to solve the problems.The Customer is an important asset of anorganization.
On opening day there glitches in the baggage handling systemoccurred due to which customers bargained with the employees. So company needto pay an should pay attention towards customer responses.v The Company can call a meeting at theend of a day to discuss about the whole day operations and try to remove theproblems which are occurring during the operations.BASIC CORRECTIVE ACTIONS:- Basic correctiveactions compared to immediate corrective actions are slow.These types ofactions helps company to look upon its core problem Some basic corrective actions which should be adopted by thecompany are :-Ø The Company can look upon itsstrengths and weaknesses. By this company will be able to know about theproblems being faced.
As in this case British Airways is facing problems insome of its operations .So if British Airline will come to know about itsproblems it will definitely work upon them.Ø A Company can make better customercare services. British airway is one of the most reputed organizations in theworld and reputed organization demands serious attention towards its assetswhich are customers here. Company can create help desks at the arrival sectionof the airports so that every newentering customer can get proper information about the flight departureprocess. It will be beneficial for the airline employees also because as thecustomer will already be guided about everything so customers will know everyprocess in advance which means employees don’t have to tell the customer abouteach step repetitively. So it will save the time of the customer as well asAirline employees.Ø As on the opening day the employeesalso got frustrated while processing the operations so there is a serious needto arrange workshops on customer care for the employees.
This will help companyemployees to how to deal with the customers in certain situations and will alsohelp them to control their anger during their work. Q3.>>>>>>>>>>>>>>>>>>>>>>>>>>MANAGEMENT:-ANSWER :-BritishAirways control could be made more effective by proper management of theoperations. Up till now, the British Airways controls are not many successful.It could be made effective by looking upon the core on each and every step ofprocessing. As too much time is consumed during baggage belt system due toglitches so there is a need to remove this problem. Management plays animportant role in effective controls.
Managers can improve the process a lotsuch as they can shift their automation process of clearance to manualprocessing for some period as staff is not properly trained to handle theautomation system. Moreover, customer care centers could also be established atthe entrance of airport to guide customers about their boarding process. Effectiveness could be achieved byBritish Airways by training their employees properly and by developing bettercustomer services as discussed above. Q4>>>>>>>>>>>>>>>>>>>>>>>MANAGEMENTANSWER:-INFORMATIONAL CONTROL:- Havingproper flow of information in an organization/company is essential. It helpsmanagers to know about the problems or the deviation in the system. As interminal 5 issues are occurring and there is a need to aware the authorityabout the problems like delaying in flights, glitches in baggage clearance andmany more.
Moreover the environment around employeesthat how employees are dealing How they are processing requests of customers? Whatkind of difficulties are they facing? means a lot to an organization. As ifthere will be a proper information flow in the organization then it will helpmanager analyze the situation and find the best possible solution out of it.CUSTOMER INTERACTION CONTROL:- It is said that customers are an importantasset of an organization. The prime focus of every organization is to satisfyits customer. Customer interaction control lets themanager get the information directlyfrom stakeholders. This type of control helps in upbringing the service qualityin an organization. There is a serious need to up bring the service quality ofterminal 5 as customers were not much satisfied.
In the given case study it canalso be seen in picture that customers are feeling difficulty in sorting theirluggage. This thing has proved that terminal 5 quality service is not up to themark. In a given scenario, customer Interactioncontrol will suit much better than others. Company need to improve theirservice quality and to raise their standards as it is one of the most reputableorganizations in the world. Terminal 5management can send an email to their every customer to know about theirtravelling experience so that they knowabout the problems being faced by them during the whole process and byanalyzing those responses company can take a decision on its future policiesregarding stakeholders.
BENCHMARK The Benchmark isdefined to be searching the best practices among competitors and non-competitorsthat lead to their superior performance. British AIrways took the initiative to build the largestairport to facilitate its customer. Terminal 5 can set the benchmark for itsemployees by upgrading its standards like proper training of staff. Most of thecompanies like Emirates airline equip better material and technology to traintheir employees due to which their customer service is considered remarkable.British airways can also use this kind of techniques to maintain their qualityservice. Moreover, benchmarking also allow manager to determine the best way orequipment required for training and if employees will get proper training thenit will ultimately effect the performance of company.
