Fundamentals of Management: Essential Concepts and Applications (9th Edition)
Fundamentals of Management: Essential Concepts and Applications (9th Edition)
9th Edition
ISBN: 9780133499919
Author: Stephen P. Robbins, David A. De Cenzo, Mary A. Coulter
Publisher: PEARSON
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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.

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You are the Human Resource Manager of your company and your input has been sought for the following scenarios: Aimee is the mother of a new born. She is very dedicated to her work but she used to stay for longer hours at work before she had her baby. Now she tries to schedule her work so that she leaves around 5:00 p.m. Her immediate manager feels that Aimee is no longer dedicated or committed to her work and is considering passing her over for a promotion. Jack is a married male, while John is single. Your company has an assignment in a branch in Mexico that would last a couple of years. Management feels that John would be better for this assignment because he is single and is free to move. Brett, a sales employee has painful migraines intermittently during the workday. He would like to take short naps during the day as a preventative measure and he also needs a place where he can nap when a migraine occurs. His immediate manager feels that this is unfair to the rest of the…
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