Case 2 BSC Flexibility & The Customer Perspective

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Case study: A fresh approach of the Balanced Scorecard in the Heathrow Terminal 5 project

Ron Basu, Chris Little and Chris Millard

Summary

Purpose – The purpose of this paper is to present a case study of the Heathrow Terminal 5 project and

to illustrate a customised application of the Balanced Scorecard in a major infrastructure project with

multiple stakeholders.

Design/methodology/approach – The research methodology applied in this work was based on the

case study methodology. The focus was on ‘‘how’’ questions and exploratory analysis of primary and

secondary data supported in-depth interviews with members from both the project team and suppliers.

Findings – The application of the concept of the Balanced Scorecard by Kaplan and Norton in project

management is less frequent in comparison with operations management. The study has established a

proven application of the Balanced Scorecard in managing quality in a major infrastructure project.

Practical implications – For practitioners of major projects the paper gives implications for

implementing the theoretical and customising requirements of the Balanced Scorecard involving key

stakeholders.

Originality/value – The paper illustrates that metrics can be customised for major projects within the

framework of the Kaplan and Norton Balanced Scorecard and that suppliers should be empowered to

own the monitoring and improvement process using their performance data.

Keywords Balanced scorecard, Stakeholders, Suppliers, Partnership, Performance measurement (quality)

Paper type Case study

1. Introduction

Heathrow Terminal 5 opened on 27 March 2008 with high expectations. It represents a major

step in the transformation of Heathrow and it is now amajor gateway to the UK. From the start

T5 was different and it needed to be due to its size, complexity and proximity. Despite some

teething problems on opening, T5 was a catalyst for new and improved ways of working.

One such initiative is the application of a Balanced Scorecard approach in managing quality

in major projects.

For nearly two decades organisations in both the manufacturing and service industries have

been working arduously at trying to bring the power, discipline and rigour of performance

measurement into their organisations based on the Balanced Scorecard. The concept of a

Balanced Scorecard by Kaplan and Norton (1996) is a strategic measurement system

organised in four perspectives (financial, customer, internal processes, and learning and

growth) that aims to establish tangible performance indicators in all functions of the

business. One of the proven virtues of this system is that it proposes a balance between

concepts that could be contradictory to managers. For example, it aims to balance between

short-term and longer-term objectives, financial measures versus operational measures,

internal performance versus external performance, enabling indicators versus results

indicators and between leading and lagging indicators.

PAGE 22 j MEASURING BUSINESS EXCELLENCE j VOL. 13 NO. 4 2009, pp. 22-33, Q Emerald Group Publishing Limited, ISSN 1368-3047 DOI 10.1108/13683040911006765

Ron Basu is based at

Henley Management

College, Henley Business

School, Gerrards Cross,

UK. Chris Little and

Chris Millard are both

based at BAA Capital

Programmes, Heathrow

Airport, Hounslow, UK.

As might be expected, it is soon recognised (Zagrow, 2003; Project Management Institute, 2004) that the same benefits an organisation as a whole can derive from the deployment of a Balanced Scorecard based performance measurement system can also be acquired by a project’s management. Performance measures enable project managers to track whether the projects they are managing are moving in the right direction. Furthermore, projects do not only provide financial benefits: many of the outcomes of a project are intangible in nature. Project leaders are beginning to come out of the box of traditional project objectives, such as time, cost, risk and safety, and are moving towards the softer issues of project quality (Basu, 2008). This also means that many traditional performance measurement tools do not capture these benefits. The Balanced Scorecard approach enables us to identify the intangible drivers and project outcomes. So the application of the Balanced Scorecard in project management is becoming attractive to project managers.

However, a customised application of a performance management system based on the concept of the Balanced Scorecard in Heathrow Terminal 5 Project has created a fresh approach to involve all key stakeholders, including major consultants and contractors, to move towards a project quality culture.

2. Heathrow Terminal 5 project

BAA’s Terminal 5 Programme at London Heathrow Airport was one of Europe’s largest construction projects. Terminal 5 caters for approximately 30 million passengers a year and provides additional terminal and aircraft packing capacity. There are 42 aircraft stands (in phase one) including stands to cater for the Airbus A380. T5 features a world-class transport interchange connecting road, rail and air transport. The Heathrow Express from London Paddington and the Piccadilly Line have been extended and a new spur road links T5 to the M25 motorway. Passengers move from the terminal to satellite buildings by a driver-less tracked transit system. The new 87-metre control tower will meet the longer term demands of air traffic control at Heathrow. The facility opened to the public on 27 March 2008 and represents a £4.3 billion investment to BAA.

The project was delivered by BAA working in partnership with suppliers and the airline operator British Airways. By 2008 around 50,000 people, employees and key stakeholders, have been involved with building T5, working both on and off site. Only about 120 employees were directly employed by BAA. The project has deployed circa 100 first-tier contractors and consultancy firms, of which only three contractors (Laing O’Rourke, AMEC and MACE) were designated as principal contractors.

The mission and key objectives of the project included to:

B set new standards in delighting the traveller at T5;

B develop and deliver T5 to new industry standards of health safety and security;

B earn the proactive support and trust of key stakeholders;

B achieve exceptional performance to ensure value for money, on time delivery and an

efficient and productive T5; and

B leave behind a legacy of quality.

The need of supplier partnerships in line with the T5 Agreement (Little, 2005) and the

complexity of rail, road, construction and systems requirements of the project were

additional drivers.

To achieve these audacious targets in money and programme BAA had to consider a novel contracting and procurement strategy supported by a performance management system. Suppliers signing up to BAA agreements are expected to work in integrated teams and display true partnering behaviours and values akin to partnering. Before embarking on the Terminal 5 (T5) programme of works, BAA looked at a number of major UK construction projects to ascertain lessons learned, particularly where they had gone wrong. BAA decided that they had to have an agreement that could deal with an adaptable and dynamic approach dealing with the uncertainties and embracing integrated teams. So BAA wrote its own bespoke agreement or contract. The same conditions of contract applied to all key

VOL. 13 NO. 4 2009 jMEASURING BUSINESS EXCELLENCEj PAGE 23

suppliers irrespective of type or usual position as a subcontract. And to support the governance of the project in line with this agreement a Balanced Scorecard based performance management system was developed for the T5 project.

3. Drivers of the Balanced Scorecard

It is recognised (Basu, 2004) that the comprehensive approach of a well-designed performance management system is underpinned by three fundamental criteria leading to the success of a performance management system including the Balanced Scorecard. These are:

1. rigour in purpose;

2. rigour in measurement; and

3. rigour in application.

3.1 Rigour in purpose

Depending on the business objective, the metrics would vary in different industries. The metrics should be derived in alignment with company objectives and an emerging area for the four inter-linked perspectives of the Balanced Scorecard. The metrics should be clearly defined, validated and accepted by users during a pilot exercise.

3.2 Rigour in measurement

The success of established metrics will depend on the effectiveness of data collection and monitoring systems. This could vary from a manual process on a spreadsheet to a sophisticated ERP system.

3.3 Rigour in application

The value of a well-designed and monitored Balanced Scorecard will be lost if the data is not used to improve and sustain performance. A review process should be in place to review the metrics continuously and take action for performance improvement. Each measure should have a target both for the current year and the ‘‘best in classes’’ for the future.

In keeping with the above criteria of good practice of performance management there were both generic and specific drivers of adopting a customised Balanced Scorecard approach for the T5 project. No doubt the application of a Balanced Scorecard approach and key performance indicators (KPIs) to T5 were influenced by some traditional primary factors, such as:

B the KPIs give everyone a clear picture of what is important;

B the KPIs enable the project leadership team to view all projects at a glance in a consistent

way; and

B the KPIs complement the measurement of financial performance.

However, the need of supplier partnerships and stakeholder management in line with the T5 Agreement and the complexity of rail, road, construction and systems requirements of the project also generated collaborative (Basu, 2001) secondary drivers of customising the Balanced Scorecard in the T5 performance management system. It aimed to address some key management questions:

B Do we have adequate measures to monitor interface arrangements with key

stakeholders?

B Do the design solutions have the required technical and functional approvals?

B Have we agreed what to inspect and test and who will verify compliance?

B Have we benchmarked the quality standards?

B Are aiming to do it right first time?

B Is the work complete, reliable and maintainable at handover?

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4. T5 performance management system

4.1 Key performance indicators and measures

The performance management system of T5 is underpinned by well thought out key

performance indicators and measures. As shown in Figure 1, there are five key performance

indicators (KPIs), ten key measures and 37 performance data.

The KPIs are selected as high-level quality indicators to steer the major project

objectives and requirements, ensuring that stakeholders are identified, requirements and

benchmarks agreed, inspections and tests are planned to get them right first time and

work is complete. The KPIs, supported by linked key measures, provide overall snap

shots to direct the project through enablers, monitoring progress or assuring results. The

performance data are the metrics that are measured for each part of the project by

team members, including suppliers, to monitor performance as a target or planned

versus actual. The key measures are the chosen ten measures to report and publish

regularly.

As shown in Table I, as an example of metrics for the manufacturing and assembly stage of

the project, each KPI is linked to relevant key measures and each key measure is supported

by a number of performance data.

4.2 Guidance notes

It is important to recognise that all metrics must be tried and tested with worked out

examples and also validated by collecting trial data under different conditions before

communicating to the project team. It was helpful to provide a guidance note for each metric

which are then explained to team members in workshops to gain their understanding and

acceptance. A similar process was followed for T5 performance metrics and a Quality KPI

Workbook was prepared. The workbook contained description and definition of each

indicator and measure supported by guidance notes and individual or team responsibilities.

For example each key performance indicator and performance measure (also called Data

Table Heading) was supported by guidance notes for data collection and reporting as

shown in Table II for the KPI, ‘‘Verifications Planned &Work Supervised’’. An example of how

a description is presented is shown in Table III.

In order to clearly assign responsibility and accountability for each KPI a simple RACI

(responsible, accountable, consult and inform) format was used. Each team member or

Figure 1 T5 metrics triangle

KEY PERFORMANCE INDICATORS (KPIs)

KEY MEASURES

PERFORMANCE DATA

VOL. 13 NO. 4 2009 jMEASURING BUSINESS EXCELLENCEj PAGE 25

leader either as an individual or as a team was aware of the role as a sponsor (responsible),

owner (accountable), contributor (consult) or participant (inform). Table IV shows an

example of RACI for key performance indicators.

5. Performance monitoring and improvement

5.1 Embedding performance management in the T5 project

The roll out and implementation of theBalancedScorecard basedperformancemanagement

for the T5 Project were enabled and enhanced by two major initiatives of the project:

Table I The relationships between key performance indicators, key measures and performance data

Key performance indicators Objectives Key performance measures

Number of performance measures

1. Verifications planned and work supervised

Plan to get it right first time 1. Inspection and test plan agreed 2. Supervisors RFT trained 6

2. Benchmarks agreed Making quality standards visible and achievable

3. Samples/benchmarks agreed 4

3. Inspected and protected Keep work free from error and damage

4. Inspections meeting benchmarks and quality standards

5. Checks showing that work and assets are protected 2

4. Compliance assured Provide team assurance that the brief is met

6. Non-conformance resolution and cost (NCRs)

7. Team certificates of compliance issued 13 5. Handover agreed and work

complete Ensure that assets are fully integrated and maintainable

8. Handovers accepted 9. O&M manuals accepted 10. Maintenance work plans accepted 12

Table II Guidance notes for the ‘‘Verifications Planned & Work Supervised’’ KPI

Performance measures (data table heading) Guidance notes

Inspection & test plans scheduled Enter the total number of plans required Inspection & test plans due Enter the cumulative number of plans due to

date Inspection & test plans agreed Enter the cumulative number of plans agreed by

team. Refer to CP4 and T5- XXX-QA-00002 for details

Supervisors mobilised Enter the cumulative number of supervisors mobilised

Supervisors RFT trained Enter the cumulative number of supervisors right-first-time-trained

Verifications planned & work supervised RAG status

R: ITP or Training .6 weeks late A: ITP or Training 0-6 weeks late G: ITP & Training Meeting Target for Work in Progress

Table III Description of a KPI

Quality KPI Description

Verifications Planned & Work Supervised Objective: Plan to get it right first time Measures: Inspection and test plans agreed prior to start of work. Supervisors have participated in right-first-time training

PAGE 26 jMEASURING BUSINESS EXCELLENCEj VOL. 13 NO. 4 2009

1. the T5 Agreement; and

2. a four-tiered approach of quality culture.

The T5 Agreement was agreed between BAA and the major consultants and first tier

contractors. Under the terms of this T5 Agreement, BAA took a single insurance policy to

cover the multi-billion pound project. And because BAA had shouldered the risk, it expected

the consultants and suppliers to work together. People from all stakeholders were

encouraged to raise issues at the earliest opportunity. This helped the reporting and

discussions on performance and non-conformance issues. ‘‘ When you align people’s

objectives, stuff happens. The agreement has allowed us to work with our consultants and

suppliers in a refreshing new way’’, says Andrew Wolstenholme, T5 Project Director.

As shown in Figure 2, an inter-related four-tier approach (Millard, 2005) of embedding quality

culture to project team members and suppliers was introduced in 2005.

This four-tier approach is an on going process and is primarily driven by focussed

discussion groups and workshops. The stakeholder engagement and commitment process

is supported by the project executive’s commitment to engage with project leadership and

suppliers (principals) to introduce a right first time quality concept and get their buy-in and

commitment. The culture and behaviour change process has been iterative, comprising

Table IV RACI for KPIs

Verification planned and work supervised

Benchmarks agreed

Inspected and protected

Compliance assured

Handover agreed and work complete

Responsible Production leader Accountable Project leader Consult Design manager

Technical manager Supplier Principal point of contact (PPOC)

Inform Programme office Quality leadership Group leaders

Figure 2 Four-tiered approach

1. Stakeholders’ Engagement for Commitment

2. Create a Culture that Values Quality

3. Integrated Communications Campaign

4. Implement Best Practice Quality

VOL. 13 NO. 4 2009 jMEASURING BUSINESS EXCELLENCEj PAGE 27

regular workshops, briefing, awareness and feedback on quality KPIs and right first time

behavioural change programme. This is further supported by the third-tier communication

campaign, which includes quality logo branding, quality commitment workshops, quality

booklets, quality walkabout, quality awards and posters. The fourth tier on quality best

practice started with research and interviews with experts to establish best practices and

align them with quality KPIs. This was followed by supervisor training and workshops to

ensure understanding and ownership from supervisors.

5.2 Monitoring and Improvement

Each project team (such as airfield, baggage, rail, TTS, etc.) record, measure and monitor

each performance measure, and on a monthly basis the ten key performance measures are

reported as a Balanced Scorecard. Table V shows an example of a Balanced Scorecard.

The overall T5 results for Key Performance Measures are also presented graphically as the

quality management profile shown in Figure 3.

The key performance measures provide a snapshot of the performance of each project

team, which are also highlighted by RAG (red, amber, green) colour codes according to their

status with regard to targets. However improvement projects are acted upon more by

individual performance measures at the specific project level. The most significant

contributors to improvement projects are non-conformance reports (NCRs). There are nine

performance measures related to NCRs as part of one KPI, viz. compliance assured. These

measures enable the quantification of a part of COPQ (cost of poor quality) given by

estimated cost of NCRs. Root cause analyses by type of non-conformance and supplier lead

to continuous improvement in design and processes and savings. Figure 4 shows an

example of NCR report analysis.

Overall, circa 6,000 non-conformance reports were raised on T5 and the cumulative cost of

non-conformance was only 0.6 per cent of the budget. Analysis of the data showed that 70

per cent of the total cost of non-conformance resulted from just 150 reports. A no-blame

culture resulted in speedy and effective resolution of all issues.

6. Comparison with aspects of the Balanced Scorecard

As discussed in sections 3 and 4, key performance indicators and key measures of the T5

project were customised to meet the requirements of the T5 Agreement and the complexity

of the project, spanning rail, road and air infrastructures. The key balancing principles of the

four aspects (financial, customer, internal processes, and learning and growth) of Kaplan

and Norton’s Balanced Scorecard have been incorporated into the T5 KPIs as shown in

Figure 5.

In Kaplan and Norton’s Balanced Scorecard the enabling or leading indicators are provided

by learning and growth. In the T5 Balanced Scorecard, the enabling indicators are

‘‘Benchmarks Agreed’’ (which also include some financial benchmarks) and ‘‘Verifications

Planned & Work Supervised’’ (containing ‘‘Supervisor Training’’). As regards the lagging or

results indicators, ‘‘Handover Agreed & Work Complete’’ in T5 relates to the customer

aspect of Kaplan and Norton, while the T5 KPIs ‘‘Inspected & Protected’’ and ‘‘Compliance

Assured’’ relate to the internal process aspect of Kaplan and Norton.

On a closer analysis, not all the key measures as a group in each of T5 KPIs conform to

specific aspect of Kaplan and Norton Balanced Scorecard as shown in Figure 5. For

example ‘‘Total Estimated Cost of NCRs’’, which is a key measure of the KPI ‘‘Compliance

Assured’’, also relates to the financial aspect. The matching of T5 metrics is more

appropriate at the level of key measures as shown in Table VI.

It is arguable that there are some gaps in T5 key performance indicators and key measures

related the financial and growth (innovation) aspects but the manufacturing and assembly

stage KPIs would not be expected to address this.

PAGE 28 jMEASURING BUSINESS EXCELLENCEj VOL. 13 NO. 4 2009

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VOL. 13 NO. 4 2009 jMEASURING BUSINESS EXCELLENCEj PAGE 29

7. Learning points

It is evident from the preceding analysis that the fundamental principles of the Balanced

Scorecard have been gainfully adopted and customised to the performance management

systems of T5 meeting the specific requirements of this complex major project. The best

practices of project performance management arising from this case study include:

B encouraging supplier partnership and proactive involvement of contractors in monitoring

and improving project quality and conformance to standards;

Figure 3 T5 quality management profile

99%100%

66%

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92%

86%

87%

99%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inspection & Test plans Agreed 99%

Supervisors RFT Trained

Samples/Benchmarks Agreed

Inspections Meeting Benchmark & Quality Standards

Checks Showing Work is Protected

NCRs Closed

Team Certificates of Compliance Issued

Handovers accepted

O & M Manuals Accepted

Maintenance Workplans Accepted

Figure 4 Sample NCR charts

PAGE 30 jMEASURING BUSINESS EXCELLENCEj VOL. 13 NO. 4 2009

B providing indicators and measures in three main themes as enablers, monitoring

progress and showing results along the project life cycle right up to the handover and

completion of work;

B the metrics and processes are validated and then embedded by extensive discussions

with stakeholders followed by documentation, communication campaign and training

workshops; and

B the ongoing reporting of non-conformance reports (NCRs) supported by the estimation of

cost of non-conformance and improvement projects based on root cause analysis is a

strong point of the process and opens the opportunities for Six Sigma and innovation.

Figure 5 Aspects of the Balanced Scorecard

“To achieve our vision, how will we sustain our ability to change and improve?”

Objectives Measures Targets Initiatives

LEARNING AND GROWTHLEARNING AND GROWTH

“To succeed financially, how should we appear to our shareholders?”

Objectives Measures Targets Initiatives

FINANCIAL

“To achieve our vision, how should we appear to our customers?”

Objectives Measures Targets Initiatives

CUSTOMER “To satisfy our shareholders and customers, what business process must we excel at?”

Objectives Measures Targets Initiatives

INTERNAL BUSINESS PROCESSINTERNAL BUSINESS PROCESS

Vision and Strategy

Verifications Planned & Work Supervised

Benchmarks Agreed

Handover Agreed & Work Complete

Inspected & Protected Compliance Assured

Note: T5 KPIs are shown in bold italics

Source: Kaplan and Norton (1996)

Table VI T5 key measures in the aspects of the Balanced Scorecard

Kaplan and Norton’s Balanced Scorecard aspects

T5 Balanced Scorecard examples of key measures

Financial Samples/benchmarks agreed Total estimated cost of NCRs

Customer Handovers accepted RFT Outstanding work items closed O&M manuals accepted Maintenance work plans accepted

Internal processes Inspections meeting benchmark & quality standards Checks showing that work is protected NCRs raised NCRs closed Team certificates of compliance issued

Learning & growth Inspection & test plans agreed Supervisors RFT-trained

VOL. 13 NO. 4 2009 jMEASURING BUSINESS EXCELLENCEj PAGE 31

The application of the T5 Balanced Scorecard over a few years has also focused on areas of

further refinement. These include:

B incorporate Six Sigma training and methodology in the project quality strategy and link

them with NCR-related measures;

B explore and then extend a Balanced Scorecard approach and metrics to the design

phase (including conceptual and preliminary engineering) of a major project (this is now

in place for BAA major capital projects); and

B align the key performance indicators and measures to a formal self-assessment of EFQM

(European Foundation of Quality Management) type excellence process.

In Kaplan and Norton’s Balanced Scorecard the enabling or leading indicators are learning

and growth. In the T5 Balanced Scorecard the enabling indicators are ‘‘Benchmarks

Agreed’’ and ‘‘Verifications Planned & Work Supervised’’.

8. Summary and conclusions

This case study is an important first step in providing support towards measuring, improving

quality standards in major projects. Initial research work (Basu, 2008) indicates that in spite

of formal quality plans supported by PRINCE 2 and ISO 9000 many projects managed to

‘‘tick many boxes’’ but failed to deliver expected quality criteria. The performance

management system of the T5 project, having learned from other major projects, has

established a ‘‘best practice’’ of the application of a Balanced Scorecard approach in major

projects by involving major stakeholders and contractors.

The metrics of the T5 Balanced Scorecard have been designed to reflect specific

requirements of the project as enablers as well as showing results leading to continuous

improvement. The experience of the project team indicates that NCR (non-conformance

resolution) related data have been most effective in identifying the cost of poor quality, to

improve design and processes by analysing root causes by task or supplier and also to

attract the attention of the project board.

There are variations of performancemetrics depending on variable quality requirements and

expectations of stakeholders and therefore among many learning points two key pointers

emerging from theT5 Balanced Scorecard are:

1. that metrics can be customised for major projects, showing the value of customising

measures within the framework of Kaplan and Norton’s Balanced Scorecard; and

2. that suppliers should be empowered to own the monitoring and improvement process

using their performance data.

References

Basu, R. (2001), ‘‘New criteria of performance management: a transition from enterprise to collaborative

supply chain’’, Measuring Business Excellence, Vol. 5 No. 4, pp. 7-12.

Basu, R. (2004), Implementing Quality, Thomson, London.

Basu, R. (2008), ‘‘A third dimension of project quality’’, Quality World, May, pp. 34-8.

Kaplan, R.S. and Norton, D.P. (1996), The Balanced Scorecard, Harvard Business School, Boston, MA.

Little, C. (2005), ‘‘BAA Terminal 5’’, paper presented to IQA Conference, Bali, 18 May.

Millard, C. (2005), ‘‘Make T5 quality’’, internal BAA document, February.

Project Management Institute (2004), A Guide to the Project Management Body of Knowledge (PMBOK

Guide), 3rd ed., Project Management Institute, Newtown Square, PA.

Zagrow, H.W. (2003), ‘‘Applying the Balanced Scorecard in project management’’, AllPM Project

Manager Project Management, November.

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