Case About Burmingham International Airport Essay

2428 Words Aug 14th, 2013 10 Pages
Operation Management
Case 1
Birmingham International
Operations Management
Operations management is concerned with the design, planning, control and improvement of an organization’s resources and processes to produce goods or services for customers. Whether it is the provision of airport services, greetings cards, plastic buckets or holidays, operations managers will have been involved in the design, creation and delivery of those products or service each part of the airport – terminals, baggage handling services, aero plane servicing and catering, for example – has been carefully designed to fulfill not only its current role, but also with the possible demands of the next year and even the next 10 years in mind.
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Just as operations have external customers, so all the different micro-operations have internal customers too. The airport’s customers are the passengers who come to the airport to get on a plane and the airlines for which the airport provides passenger facilities, fuel and landing services. These are the ‘external’ customers, customers from outside the organization who desire and pay for the goods and services that it produces. The airport’s internal customers include pilots who need ATC information and baggage handlers who need the bags after they have been processed by check-in staff.

The transformed resources
Operations transform a mixture of customers, materials and information.
Customer processing
Birmingham International Airport, for example, processes customers through its termini. Individual passengers are processed into batches of customers ready to board the right planes at the right times. Planeloads of arriving passengers are processed through customs and immigration and reunited with their bags and transport.
Materials processing
The airport also processes materials such as baggage, food and aero planes. In-bound aircraft, for example, are transformed into clean and refueled out-bound aircraft. Incoming raw food is transformed into meals for staff and passengers.
Information processing
The airport’s operation also processes a large amount of information – plane schedules, air traffic control (ATC) information and individual

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