Toronto Pearson International Airport has been in the spotlight over the last week in terms of its seemingly poor management of passengers through the terminals and security checkpoints. Processing times from airline check in to successful security processing range currently from 2-4 hours. This is frustrating passengers and has led to a rise to complaints by the Federal Government, complaints to MPs as well as occasional unruly behaviour by passengers. News has spread throughout the media and has reached global coverage, characterizing Canadian airports as out of control.

You are the change manager hired by the airport to suggest ways to improve the situation at Toronto Pearson within the next 14 days.

This week's lecture slides speak of visualizing success and the opportunities and challenges that arise in this process. Airport authorities have been hammered by negative press over the past few months and morale is at all time low.

Questions

As a change agent, your task is to identify your vision of change in the airport's processing times for passengers from the current 2-4 hours to a little under an hour in 14 days.

Q1.Identify your business statement to all team members of the Toronto Airport Authority. Explain why change is needed and the impact of the your change idea to the operations?

Q2.Explain what exactly needs to change ??

Q3. Who will be responsible for this change to happen? Identify at least 3 roles who will be responsible to make this change happen?

Q4. As you have learned from our communications class, any change initiative by a project manager has to be framed in a clear communication statement. So with the change strategy you have above, you need to make a paragraph indicating how you would encourage your team so they are motivated to do the change as you have outlined.