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Baggage Blunders and Wonders

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Submitted By agnostic77
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1) Feedforward control would be the most effective type of control in this case. Knowing that this control takes place before the actual activity, it allows detecting and preventing possible issues. Since the first day for the T5 was very important for its reputation ,and that solving problems as they occur in an airport can take too much time and therefore cause frustration for passengers.(concurrent control)

2) Information controls, customer interaction controls, and benchmarking

 Information controls could provide the managers with accurate information about the problems that the passengers face and have a clear idea about the occurring events and deviations in the Terminal.
 Customer interaction is crucial in this case because the satisfaction of the passengers with the quality of the services provided is the best indicator for the managers to estimate the effectiveness of the organization and to improve the actual performance.
 Benchmarking which is searching the best practices among competitors or non competitors could have helped the managers to choose better equipment and prevent problems such as understaffing or lack of communication.

3) British Airways ‘controls have been more effective with:
 Better and more realistic tests could have prevented the under-staffed teams.
 Communication with the passengers and especially the inexperienced ones could have limited this chaos and limit their disruption.
 More realistic and harder tests could have shown the problems in the luggage belt system and the baggage system.

4) Information control could provide the managers with accurate information about the problems that the passengers face and have a clear idea about the occurring events and deviations in the Terminal.
Customer interaction is crucial in this case because the satisfaction of the passengers with the quality of the services

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