Heathrow Airport - Baggage
Heathrow’s Baggage department manages assets and infrastructure that are some of the most complex in the world. It handles 70 million bags a year in partnership with 10 handling agents and for over 80 different airlines. The baggage operation consists of multiple stakeholders, suppliers, regulators and third-party operators which create a complex ecosystem.
Customer Requirements
Following the successful engagement with Engineering, tQM Pros Ltd were asked to review the existing operations and develop the Baggage Process Management System. The main requirements of the project were to:
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Seamlessly integrate baggage operations and engineering processes
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Significantly improve information management and data analysis
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Introduce and implement a robust process framework that resulted to more effective management of baggage incidents and risks
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Optimise existing functions & operations through the combination of process improvement and process automation
Engagement Deliverables
Although we, regretfully, did not manage to bring this project to closure due to the Covid-19 pandemic, tQM Pros Ltd managed to bring the following deliverables to completion:
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Integration of the Baggage Asset Management with the Engineering Asset Management function with little disruption to day-to-day operations
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Review of Baggage processes and operating model to ensure continued compliance to ISO 55001
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Implement the Baggage Incident Management Process that tracked the incident information through multiple functions and stakeholders
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Design and implement a bespoke online tool that consolidated Baggage Incident information and performance data to enable Heathrow staff and strategic partners to perform root cause analysis and bring incidents to resolution
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Design of new processes & tools, and transformation of existing process by liaising with teams within the Baggage department (Engineering and Operations)