News: Performance Management
T5 debacle attributed to lack of adequate training
16 June 2008
Bosses at British Airways have apologised for the Terminal 5 (T5) debacle and admitted that a lack of adequate staff training was to blame.
Speaking at the Forrester IT Forum in Lisbon, chief information officer Paul Coby revealed that his firm's focus on staff training would be renewed for future projects.
Referring to the terminal's opening, when 500 flights were cancelled and thousands of passenger bags misplaced, he said: "We do make mistakes."
"When you launch a project of the scale of T5, focus on people training," Mr Coby continued.
"Do as much training and formalisation as you think you might need, and then triple it."
Mr Coby concluded by acknowledging the damage incurred to BA's reputation as a result of the event and its build-up.
In a report compiled last month, Deloitte urged bosses to become more "dexterous and creative" in their management of staff performance and development.
The professional services firm's document was compiled following interviews with 58 of the world's leading enterprises, comprising combined revenue of £603 billion and collectively employing over two million people.
