Question

Case Study Pearson Change Management Plan

Toronto Pearson International Airport has been in the spotlight over the last couple of years in terms of
its seemingly poor management of passengers through the terminals and security checkpoints. The time
from entering an airline check in line to exit from security screening is currently from 2-4 hours. Once a
passenger is fully checked in and screened, additional delays in departure time occur in wait times for
airplanes at the gate (not due to late airplane arrivals). Additionally, the amount of misplaced baggage
has made news headlines around the world. Both on site and off site Parking has been problematic and
can add 1-2 hours and large costs, as well as traffic congestion and poor service to get to Pearson from
the city of Toronto adds additional time. Passenger behavior is degrading, as well as workplace behavior
amongst employees. In the last 10 years Pearson has undergone a multi Billion dollar upgrade that was
supposed to make it world class, but because of the problems complaints are now being received from
the media, Federal Government / Transport Canada, MP’s and airlines. Very bad media coverage
comparing the costs of the upgrade to the poor performance is impacting Pearson employee moral.
Some causes can be attributed to airline inefficiency, but because the problems appear to be systematic
across all airlines, Pearson is being looked at to solve these.
Constraints
The physical layout cannot change. There is very little funding to hire more people so funding must be
prioritized to alleviate the biggest issues or pursue the best opportunities. Raising usage fees to airlines
may contribute to airlines sending more flights to Hamilton, Ottawa or Buffalo airports. Raising
passenger user fees may contribute to the same.
Assignment:
As a change agent, your task is to articulate a vision of change in the airport’s processing times for
passengers from the current 2-4 hours to half that. For Part 1 you shall...
Prioritize the issues noted above in a list. For each, explain your reasoning in one sentence max.

Answer 1

The prioritization for change at Toronto Pearson International Airport focuses on addressing security screening delays, resolving issues with misplaced baggage and improving parking and traffic conditions, as these areas most directly impact passenger processing times and satisfaction.

Step-by-step explanation:

Prioritization of Issues for Pearson Change Management Plan:

In crafting a change management plan for Toronto Pearson International Airport, the following issues are prioritized based on immediate impact on passenger processing times and overall experience:

1. Security Screening Delays: These are the bottleneck in passenger flow, significantly lengthening the time in the airport.
2. Misplaced Baggage: Leads to customer dissatisfaction and can cause downstream delays impacting overall airport efficiency.
3. Parking Issues and Traffic Congestion: Add undue stress and time to the passenger journey even before entering the terminal.
4. Departure Time Delays at Gate: Affects final stage of passenger experience and may be symptomatic of broader operational issues.
5. Employee Workplace Behavior: Poor morale and behavior can decrease efficiency and negatively impact passenger service.

Given the constraints such as the inability to change the physical layout and limited funding, addressing these issues with creativity and efficiency becomes imperative. optimizing operations at the security checkpoint by reallocating resources, using technology enhancements and refining processes will have the most immediate effect on reducing the current 2-4 hours processing time.