Benefit 1

The first benefit would be concerning the consumers' experience as well as the environmental sustainability of the Terminal 5 operations and management. It has been seen that these are one of the main distinguishing characteristics of the Terminal 5 airport terminal project (Denicol, 2020). On the other hand, the common multi-airline checking place, self-boarding process, along with various of innovative solutions in the main architectural, system and procedure design could have been included (Esposito &Donato, 2019). It could be said that this benefit would also cater to entirely occupy the present space, three non-alliance airlines with British Airways and Germanwings carries who can also be accommodated.

Benefit 2

The second benefit that could be proposed and included in the Terminal 5 project business case is related to baggage handling. It could be said that effective technologies could have been installed with the architecture design and technology installation stage in this project. It could be said that technicians and engineers would have worked suppliers and stakeholders to identify effective baggage handling system to install (Cavada, Cortés & Rey, 2017). It could be said that baggage controlling system would be a kind of conveyor process implemented in the Terminal 5 and Airport, which will transport checked luggage of passengers from ticket counters to the places in which the bangs could be loaded into the aeroplanes.

Benefit 3

The third benefit that could be proposed and included in the terminal 5 project business cases is related to providing congestion free service and modern facilities. Installing the technologies that would provide smooth functioning, avoiding confusion, long queues and congestion. It would benefit in effective handling and increased service efficiency and customer satisfaction. Self-service along with superior security system would lead to superior checking process that would be labour saving and quicker than manual checking. This would lead to innovative solution to the problem and well management. 

Benefit 1

Criterion 1

As per the first benefit and its measurement process, achievements could be measured through the quantitative process. In this regard, it could be said that consumers experience and environmental sustainability could be measured by collecting important data from the market. Specifically, it could be said that consumers' feedbacks and previous experience survey could be done through asking them some basic question regarding the current system, process and service delivery system of Terminal 5 (Braithwaite et al., 2019). In this way, quantitative measurement criteria could be applied here.

Benefit 2

Criterion 2

On the other hand, it could be said that for measuring environmental sustainability issues, qualitative measurement method would be most effective. Other Terminal development and sustainable projects should be reviewed in this case. Information from these sources would influence in identifying the core areas that need further development and overall impact of the Terminal 5 and airport management project in the community (Braithwaite et al., 2019). It could be said that the case study analysis and focus group study would be the most effective one in this context. Both of the measurement processes are beneficial for underlining achievements of the benefits after implementation or could be said could have been efficient in pointing out the achievements of the benefit.

Benefit 3

Criterion 3

For the second benefit identified; application of the quantitative measurement for identifying the achievement would be useful. It could be said that the application of the baggage handling system and technology used could be surveyed through the data collection process (Brunstein, &Heckhausen, 2018). In this context, it could be said that the sample questionnaire would be prepared for the employees working in Terminal 5 and IT executives to know their perceptions on the system application. This way system knowledge and what are the specific training needs of the employees could have been identified effectively, which will add value to the achievement of the project benefit.

Additionally, it could be said that quantitative measurement criteria could also be applied through in-depth interviews with the stakeholders and management. Through this type of measurement process, it could be identified how the project is capable of implementing this type of benefit and technology in the future or how this benefit could have been included in the Terminal 5 project business case (process (Brunstein, &Heckhausen, 2018). Reviews of the respondents should be collected by the survey team and project management for a better understanding of the achievements.

For the third benefit identified; application of the quantitative measurement for identifying the achievement would be useful. It could be said that the application of the modern facilities and congestion free service could be surveyed through data collection process (Yermack, 2017). A survey can be conducted with sample questionnaire which would be prepared for the passengers who would like to participate to know their perceptions and how much they are actually getting benefitted from it. This could provide the real scenario and the achievements of the project.

Additionally, it could be said that quantitative measurement criteria could also be applied through in-depth interviews with the stakeholders and management. This type of measurement processes could help in identifying the benefits and the recommendations that can be implemented in future projects. For the better understanding of the achievements the reviews and the responses should be collected by the project survey team (Kozowski, 2017).

met/not met/partially met

Reasons

Benefit 1

Not met

From the business case study and current operations of Terminal 5 platform and space, it could be said that project outcomes are a continuous organizational and effective process, like offering customers with excellent services (Denicol, 2020). The benefit identifies lack of operational management and sustainability.

Criterion 1

partially met

This criterion (quantitative survey process) has been partially met as the measurement process already started processing response groups and how the survey will be conducted; that is the structure of the survey.

Criterion 2

Not met

Focus group has not been identified still now. For effective implementation of the measurement process for the achievement of the benefit identified focus group selection and how the discussion on sustainability and consumers' experience would be formed have not been done and delivered to the project manager.

Benefit 2

Not met

From the information gathered, it could be said that in Terminal 5 project business case operational issues are evident. Specifically, the case with the baggage handling process has been evident in this context. It has been reported that Terminal 5 authorities are not effective in controlling and relocating the luggage of the consumers properly and on time (bbc.co.uk, 2008). Therefore, cases of many pieces of baggage are let at Terminal 5 has been seen.  This type of problem is directly related to the operational incapability of the Airport authorities and could be said that partially fail in providing effective services to their consumers (bbc.co.uk, 2008). Therefore, in this context the baggage handling system has been selected as the benefit that would have been involved in the Terminal 5 project business case.

Criterion 1

partially met

In this regard, it could be said that the data collection process has been formed with information about who are the respondents and how the questions would be formed. The questions would be close-ended and it has been reviewed that benefits of the system application in the Terminal 5 would be collected through a survey of the employees and management.

Criterion 2

Not met

In the second stage of the quantitative measurement process, the in-depth interview structure is still not developed. This includes how the communication process would be done with the management and stakeholders regarding this benefit. In which way the scope, purpose and effectiveness would be presented to the stakeholders have also not been met.

Benefit 3

Not met

Another operational ineffectiveness has been identified, which is related to the long-haul movement in Terminal 5 (news.bbc.co.uk, 2008). This issue is related to the implementation and control of transfer delay management software. In this regard, it could be seen that this inefficiency has been causing problems with all of BA's long-haul flights were proposed to change from Terminal 4 to Terminal 5 (Thomson, 2008). This type of delay is providing the knock-off impact on other airlines also. Thus, effective transfer delay management software is essential.

Criterion 1

Not met

The measurement criteria, in this case, have not to be specified yet. This includes how the measurement methods for the effectiveness of the benefit proposed could be retained is not been developed (Santos et al., 2017). It suggests a lack of awareness, urgency, emergency control and project control factors of the management working in Terminal 5.

Criterion 2

Not met

It is not met as the particular measurement steps have not been pointed out. It could be said that for the measurement of identified benefit application of the linearity of the optimization framework as well as profligate computational times, a retreating prospect showing outline need to be implemented and developed.

Chosen governance domain:

Corporate governance

The corporate governance is the combination of the rules and norms with the application of which the business are operate, regulated and controlled. It takes into consideration and the internal and the external factors (McCahery, Sautner& Starks, 2016). A well corporate governance at the airports leads to superior performance that would benefit both the stakeholders of the company and the customers

How were they handled

What could have been done differently to avoid/mitigate the problems encountered

Function 1:

It provides proper incentives for the management and the boards to persue the objectives that have been set by the T5 project of the concerned airport. Providing compensation of the senior executives monitoring their performance, risks, financial health ensuring the accountability to its authorities and the investors. A number of risks could be raised from high strategic topics to shareholder activism or financial crisis (Koz owski, 2017). Establishing well communication with the stakeholders, understanding the requirements and taking in to consideration their recommendations could help to mitigate the issue.

Except for well communication analysis of the situation prompt actions to address the issues along with implementing effective strategic methods can help to mitigate the problems encountered.  Holding regular meeting before the project initiation to analyze the situations and keep and estimation of the risks that might arise, and getting prepared to face that.

Function 2:

Implementing technologies at the airport that would provide an increase in the capacity of the passengers flying per year provide effective services and all the modern facilities meeting the environmental standards. Providing superior service leads to a number of issues and mishaps which leads to serious issues for both the passengers and the service providers. These can be handled by implementing modern technologies that facilitates self service and quick functioning.

Implementing IoT technologies at the airport makes the work of the service providers easy by tracking the luggage (which is one of the prime issue) and addressing any other issues that the customers has encountered. Implementing labor saving technologies could also address the issues related to operational delay (Stažnik, Babi&Bajor, 2017).