Birmingham International Airport: Functions of Operations Management - Case Study Example

Birmingham International Airport Student Name: Institution: Date: Table of contents The general understanding of the key functions of operations management at the airport 3 Analysis of the key responsibilities of the operations director and the main issues he faces whilst managing the airport 4 The relationship between the day-to-day tasks and the long-term issues-how the operations director manages to oversee them 5 Conclusion 7 Reference 7 Introduction Birmingham International Airport (BIA) is affiliated to 150 organizations and has about 7000 staff who responds to the needs of their customers. In a period of just 30 minutes during weekdays and at around 5.00 pm, at least 20 flights report to and depart from the Eurohub Terminal. At the location of the original airport and the surroundings of the runway as well as acres of tarmac, the overnight freight operation takes of once staff arrives. In so doing, preparations are made to enable the first aircraft depart from either Europe or the United states. This report entails a critical reflection of the key functions of the operations management at Birmingham International Airport, a brief explanation of the key responsibilities accomplished by the operations director and main problems he faces, and lastly a discussion on how the operations director manages to oversee the existing relationship between the day-to-day tasks and the long-term issues (Johnson et.al, 2003). The general understanding of the key functions of operations management at the airport In general, the operations management functions through different departments. For instance, the baggage handling operation is responsible for sorting, checking as well as dispatching bags to various departing aircraft. It is also apparent that loading and unloading as well as cleaning of aircraft particularly when there is occurrence of brief spell at the air-bridge, ensuring that meals are on board and filling the fuel tanks is specifically accomplished by the ground crews. On the other hand, the airlines’ ticketing staff responds to different lines of passengers with various final destinations. The fully staffed information desk responds to the many queries posed by passengers, for instance, who may want to know if their plane is ready for departure, the available hotels and their locations as well as the appropriate means to reach their final destinations. This task of handling passengers seems challenging because passengers get their services through different sections of the airport such as the lounges, restaurants and duty free shops, toilets, passport control and the security checks. These areas must be kept clean and appropriately stocked to avoid inconveniencing the customers (Johnson et.al, 2003). It can also be noted that providing the infrastructure for the entire other organizations on site, for instance, airlines, agents and cargo handlers, and retailers is not only the major function of the operations management, but also ensuring that effective leadership and coordination for them is provided. As a result, the operations management liaises with the certain group offsite in particular, community groups so as to work collaboratively in monitoring and improving the environment. Operational planning is also another key task accomplished annually by the operations management at BIA. Therefore, the management ensures that the operation at the airport is efficient by appropriately allocating their infrastructure particularly to the airlines. However, like any other plans their operations plans also faces issues such as schedules fall apart due to plane delays and mechanical delays. This clearly explains the significant role played by the terminal duty managers who are tasked with the duty of sorting out the day-to-day operational problems. Generally, the team of terminal managers takes full control of the airport 24 hours a day through out the week where a single senior manager responsibly oversees each shift. Analysis of the key responsibilities of the operations director and the main issues he faces whilst managing the airport The operations director has the responsibility of coordinating and setting the standards for customer service upon which everyone at the airport is expected to adhere to. Basically, the director coordinates all people from different organizations to work collaboratively as a team and build community spirit. In his view, the operations director argues that ensuring that really good processes and procedures are put in place is the real secret behind managing operations. The operations director also oversees about 600 BIA employs in particular, operations people who handles the day-to-day activities of the airport, including the short and medium-terms operational planning. The operations management significantly manages the terminal buildings and different other facilities by focusing more on customer service with special attention on security arrangements. It is important that the management considers airport security as a critical task that handled in-house. In order to effectively manage the terminal buildings as well as other facilities at the airport, the operations director responsibly monitors the facilities management and engineering services team that provides the maintenance services to the whole site. Although the operation director has the operational plans to manage the airport, just like with any other plans issues such as schedules fall apart that are associated to plan delays or simply mechanical problems occur. The relationship between the day-to-day tasks and the long-term issues-how the operations director manages to oversee them It is important to note that the airport has the terminal duty managers who are tasked to sort out the day-to-day operations issues. It is quite unfortunate that a number of issues that happen at the airport are recurring problems, for instance, delays or diversion that often make passengers to wait for their flight for longer than expected. Therefore, through the duty manager the operations director is able to coordinate the efforts of all people where the catering people are kept informed of all the happenings as well as ensuring that information services people pass the message to the passengers. The operations director is also through the terminal managers able to handle major incidents, such as, bomb threats. It is the responsibility of the terminal manager to sort out issues at the airport and make sure that all people around well-informed about what is happening. A task like doing an evacuation involves everyone to be at different stages whilst the passenger processing as well as security clearance procedures is taking place. However, once the incident is over, everything has to be returned to its original place without mixing them up. The terminal duty managers also help the operations director to manage the airfield side of the airport by handling the day-to-day issues the dynamic stand allocations in case there are delays or organizing snow clearance in circumstances of a sudden fall (Johnson et.al, 2003). It is vital that plans are put in place and weekly communication meetings held particularly when the operations and duty managers are available to work in collaboration with the operational planning department. In order to achieve their mission as the best regional airport in Europe, the operations director claims that they have to continually improve everything they do. Although this seems to be a simple task, the operations director says that it is not because they nearly have no capacity particularly at peak times, early in the morning and late in the evening. It is only in the middle of the day when the airport has the runway and terminal capacity where everybody feels comfortable because they can make better use of their facilities. The fundamental thing to note here is that the operations management at Birmingham International Airport is determined to make a real difference to their customers whether the passengers or airlines by what they do. It is also worthwhile to mention that the airport contributes greatly and positively to the local economy by promoting inward investment and exports. Therefore, the operations managers ensure that it all happen fantastically to make their operations at the airport a great difference (Johnson et.al, 2003). Conclusion Based on the above discussion, it can be truly concluded that managing the operations of an airport is both interesting and exciting challenge. It is notable that the operations management at Birmingham International Airport is focused to make a real difference to their customers both the passengers or airlines. It is apparent that the task of handling passengers is challenging because passengers get their services through different sections of the airport, such as, the lounges, restaurants and duty free shops, toilets, passport control and the security checks. These areas must be kept clean and appropriately stocked to avoid inconveniencing the customers. Reference Johnson, R., Chambers, S., Harland, C & Slack, N. (2003). Cases in Operations Management, 3rd Ed. FT Prentice Hall. Read More