How Heathrow Fixed Itself (From Think Operations Research)

I ran accross an interesting post today while reviewing Alltop's Operations Research page on how Heathrow Airport has fixed its initial problems with wait time.  According to the Think Operations Research author, Heathrow has posted key performance measures in plain view for everyone to see, on giant screens:

"It measures and reports on the terminal's various wait time, service availability, overall ease and accuracy, as well as cleanliness."

I have not seen them myself, but the lesson here appears to be twofold: 1) Measure performance and 2) Share the results.