Scenario 1

Scenario 1

Airport Baggage Tracking Modernization

You are the Project Manager for a technology modernization initiative at a mid-sized international airport. The objective is to reduce mishandled baggage by implementing automated baggage tracking using RFID and real-time analytics.

The solution includes RFID-enabled bag tags, scanners installed throughout existing conveyor systems, and a centralized dashboard accessible to airport operations and airline partners. The system must integrate with legacy baggage handling equipment, multiple airline departure control systems, and a third-party baggage services vendor.

The airport operates continuously, and any disruption to baggage flow could cause cascading operational delays. Installation and testing activities must be carefully sequenced around live operations.

Stakeholders and Constraints

  • Airport Operations, IT, Security, and Safety teams
  • Multiple airline partners with varying data standards
  • An external systems integrator responsible for installation and configuration
  • A fixed budget with limited contingency
  • A mandated go-live date ahead of the upcoming peak travel season

The executive sponsor has emphasized that measurable performance improvement is expected within six months of deployment.

Situation

During execution, the systems integrator reports that portions of the existing conveyor infrastructure lack documentation and will require additional assessment before scanner installation. This work was not explicitly included in the original scope and may impact the schedule.

At the same time, a major airline partner requests enhanced custom reporting to support its internal performance metrics. The airline indicates that adoption of the new system may be limited without these reports.

Meanwhile, airport operations leadership expresses concern that baggage handlers have not yet received sufficient training on the new processes and technology. The project schedule shows little remaining float before system testing must begin.

You are under pressure to maintain schedule commitments, control scope, and ensure stakeholder alignment while safeguarding operational continuity and safety.

Scenario-Based Questions

Question 1: Scope and Change Control

The systems integrator reports undocumented conveyor infrastructure that requires additional assessment work not included in the original scope. This may affect the schedule. What should the project manager do first?

  1. Approve the additional assessment work to avoid delaying installation
  2. Submit a change request and perform impact analysis
  3. Ask the integrator to absorb the work within the existing contract
  4. Escalate the issue to the executive sponsor for a decision

Question 2: Stakeholder Engagement

A major airline partner requests custom reporting not included in the approved scope and implies limited adoption without it. What is the most appropriate action?

  1. Add the reporting requirement to maintain stakeholder satisfaction
  2. Reject the request since it was not part of the original agreement
  3. Evaluate the request’s value and impact with key stakeholders
  4. Defer the request until after system go-live

Question 3: Risk Management

The schedule shows minimal float before system testing, and installation must occur during live operations. What should the project manager prioritize?

  1. Accelerating installation activities to recover schedule
  2. Updating the risk register and defining response strategies
  3. Reducing testing duration to protect the go-live date
  4. Requesting additional budget to add resources

Question 4: Team and Training Readiness

Operations leadership raises concerns that baggage handlers are not prepared to use the new system. What should the project manager do?

  1. Proceed with technical implementation as planned
  2. Ask operations to handle training independently
  3. Assess training readiness and integrate it into the plan
  4. Delay the project until all staff are fully trained

Question 5: Stakeholder Alignment

Multiple stakeholders have competing priorities, including schedule, cost control, adoption, and operational safety. How should the project manager address this situation?

  1. Focus on the executive sponsor’s priorities
  2. Facilitate a discussion to realign on project objectives and constraints
  3. Prioritize the airline partner with the highest passenger volume
  4. Follow the original project plan without adjustment

Question 6: Vendor Management

The external integrator identifies additional work but does not clearly state whether it falls within contractual obligations. What is the best next step?

  1. Approve the work to maintain vendor momentum
  2. Review the contract and clarify responsibilities
  3. Replace the integrator with another vendor
  4. Ask procurement to negotiate later

Question 7: Schedule Pressure

The executive sponsor reiterates that the system must go live before peak travel season. What should the project manager do to support this objective?

  1. Compress the schedule without stakeholder input
  2. Remove nonessential requirements without approval
  3. Review schedule assumptions and explore tradeoffs collaboratively
  4. Accept higher operational risk to meet the deadline

Question 8: Change Adoption

Some airline partners are slow to engage with testing activities. What should the project manager do?

  1. Proceed without airline involvement
  2. Mandate participation through executive leadership
  3. Understand concerns and reinforce the value of participation
  4. Delay testing until all airlines are ready

Question 9: Performance Measurement

The sponsor expects measurable reductions in mishandled baggage within six months of go-live. What should the project manager ensure now?

  1. Post-implementation support contracts are signed
  2. Success metrics and baselines are clearly defined
  3. Additional features are prioritized for future phases
  4. The project closes immediately after deployment

Question 10: Leadership Judgment

Multiple issues are emerging simultaneously, including scope pressure, training concerns, and schedule risk. What demonstrates the most effective project manager behavior?

  1. Escalating all issues to leadership
  2. Enforcing strict adherence to the original plan
  3. Proactively balancing constraints while maintaining transparency
  4. Focusing only on technical delivery
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