Quality Management System (QMS) Implementation at Heathrow Airside Operations

Lion & Gazelle (L&G) has just wrapped up another significant intervention with one of its major clients, Heathrow Airport. The program was conceived as an initiative which would provide the broad foundation for operational rigour and Continuous Improvement (CI). Lion & Gazelle was engaged to conceptualise, develop and implement a program consisting of Plan-Do-Check-Act (PDCA) as a key cornerstone based on the ISO9001:2015 framework. We trained several internal resources in the QMS way of thinking who then went on to implement the framework in their departments. The division now is running the program with internal resources with full backing and involvement from the leadership to embed and develop the QMS further. This is testimony to our model of enabling businesses to sustain initiatives once our engagement tails off. We can only look back with pride and look forward to many more such implementations.

Arun Kumar, Lion & Gazelle QMS Consultant for the project said, ‘the Heathrow Airside Leadership team really bought into the core principles of the QMS and drove it from the top. Quite often, things such as QMS become a tick in the box, whereas, at Airside this is morphing into ways of working.’

Alison Bates, Head of Transformation & Performance – Airside Operations said, “I was happy to sponsor the deployment of a QMS Framework into Airside Operations. In a complex business like Heathrow, QMS is a fundamental cornerstone to standardising both our processes and procedures which enable the cultural change across the many Airside functions. Without this, we originally lacked the core foundations to instil a continuous improvement environment required to optimise and standardise our performance outcomes. Working with L&G helped to bring a refreshing momentum to get this extensive change programme underway.” 



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