Individual Assignment 10

Case Application : Baggage Blunders

By : Aisyah Farah Yasira Fitri

NIM : B1024211028

1) What type of control – feedforward, concurrent, or feedback- do you think would

be most important in this situation?
Answer : Based on this case study, I think the type of control that would be most in
that situation is the feedforward control. This is because keeping the terminal 5
reputation is very important since it’s only the first day it has been open and if we
solve the problem the same time it occur would take too much time and cause
concern and frustration to the passengers. That is why the feedforward control is the
most important because it allow us to detect and prevent possible issues from
happening before the activity even happen.

2) How might immediate corrective action have been used in this situation? How
about basic corrective action?
Answer : For the immediate corrective action, they should have restored all the
check-in services and add some additional staff on the terminal to help the
passengers. Meanwhile, for the basic corrective action, they should have change the
way they manage the flight, check-in, and the luggage.

3) Could british airway’s controls have been more effective?

Answer : Yes it could have been more effective by preparing themselves before the
passengers coming. They should have practice or do some briefing for the staff so
they can be more prepared. They also should have someone who knows the
machines well so that once a problem happen they could fix it immediately.

4) What role would information controls play in this situation? Customer interaction
controls? Benchmarking?
Answer : Information controls could provide accurate information about the
problem that is happening so that the managers have a clear idea about the problem
in the terminal. Customer interaction is also important because if the passengers are
satisfied with the services the managers could estimate the effectiveness of the team
and improve their performance.