o&i consulting provided project, process and stakeholder management support to design and deliver the implementation of an operational resilience solution using fall back tags (contingency bag tags) in Heathrow’s Terminal 5. The use of the implemented solution will significantly reduce the number of misconnecting bags during certain disruption scenarios.
o&i expertise and key responsibilities included:
Developing the concept of how the solution would work in Terminal 5 (previously thought not to be feasible in such a large, common check-in based operation)
Establishing and leading a cross departmental and multi-organisation stakeholder working group to agree processes and responsibilities
Designing equipment to support the contingency operation
Managing proving and validation trials to test in-system and operational processes and providing stakeholder familiarisation
Documenting and obtaining full stakeholder sign-off of operating protocol