Paul Burton
Paul Burton

General Manager T5 Transition Programme & Production Engineering British Airways

Paul has over 30 years experience in the airline industry including 19 years in General, Senior, Line Management and Consultant roles leading, co-ordinating and influencing major change across all aspects of business including service, process, culture and systems for a global blue chip customer service organisation. He is presently responsible for leading the design, development, delivery and implementation of the British Airways' T5 Transition programme. The programme, was established in 2005 to achieve transformational change in operational capability, culture, cost and process whilst successfully migrating into Heathrow Terminal 5. Responsible for a team of over 80 process and project specialists delivering a complex, integrated programme of change comprising new and enhanced systems, processes, policies, equipment, and organisational designs for the Heathrow Customer Services organisation, comprising 6800 staff with an operating budget of £350m. Paul is also responsible for co-ordinating and facilitating T5 dependent process and people changes for Flight Operations, International Cabin Services, Engineering, Cargo and Operations Control. The T5 Transition programme is accountable for the delivery of a step change in key customer services measures, including punctuality.


“Transformation v Transition; An Operational Challenge.”

In March 2008, BA will undertake the most significant change in the company's history when it will move its Heathrow based operation into Terminal 5. The Heathrow Terminal 5 development has been acknowledged in many recent reports as truly groundbreaking. As a transitional change this is high risk so what are the challenges & consequences of targeting transformational change at the same time?