1. What type of control—feedforward, concurrent, or feedback—do you think would be most important in this situation? Explain your choice.
2. How might immediate corrective action have been used in this situation? How about basic corrective action?
3. Could British Airways’ controls have been more effective? How?
4. What role would information controls play in this situation? Customer interaction controls? Benchmarking?

Terminal 5 (T5), built by British Airways for $8.6 billion, is London Heathrow Airport’s newest state-of-the-art facility. Made of glass, concrete, and steel, it’s the largest free-standing building in the United Kingdom and has more than 10 miles of belts for moving luggage. At the terminal’s unveiling in March of 2008, Queen Elizabeth II called it a “twenty-first-century gateway to Britain.” Alas . . . the accolades didn’t last long! After two decades in planning and 100 million hours in manpower, opening day didn’t work out as planned. Endless lines and major baggage handling delays led to numerous flight cancellations stranding many irate passengers. Airport operators said the problems were triggered by glitches in the terminal’s high-tech baggage-handling system.