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?
5. What could companies learn from the smooth handling of the throngs of arrivals and departures for the Summer 2012 Olympics?