How To Improve Perceived Service Quality By Increasing Customer Participation?

Parameters for Implementing Lean Project Management in FIFA 2018 World Cup

The project management is a specific set of instruction which is used for achieving predetermined goals (Kerzner & Kerzner, 2017). The main focus of a project management team is to deliver the desired outcome in a specific time of limit. To achieve the desired outcome various parameters are followed which are the initiation of the project, planning of the project, execution of the project, controlling the project and lastly closing the project perfectly. The main challenge of a project management is achieving the project goals in a given criteria. The main problems occurs in this instance are the scope, quality, time and budget. To solve these type of project management problems often the lean project management is used. The lean project management can help to overcome this type of problems by adding some extra value to the existing project.

In this particular case the lean project management will be discussed for particularly organising the FIFA 2018 World Cup Football Tournament. While organizing these type of tournaments the project manager often faces various type of problems. To overcome these problems the lean project management will be used in this case. To implement the lean project management successfully some specific parameters needs to considered. In this essay those parameters will be discussed.

To implement the lean project management successfully in the context of FIFA 2018 World Cup tournament some extreme important parameters are need to be followed and these parameters are the Voice of Customers, Critical to Quality parameter and the Critical to Customer requirements. Discussing all the above parameters the essay will describe how this lean project management can be implemented for the FIFA 2018 World Cup tournament. In the next part of the essay various processes related with the lean project management will be discussed. This factors are the Lean Six Sigma, PMBOK process, PRINCE2 and the agile practices of organizational project management. This factors can support the lean implementation of the project.

For the first case the Voice of the Customer will be evaluated in the context of implementing the lean project management. The Voice of the Customers is used for the managing the projects perfectly so that more values can be added to the project management. The Voice of the Customer is a process which is used for determining the expectation of a customer (Carulli, Bordegoni & Cugini, 2013). By evaluating the expectations the project manage can determine the things wanted by a customer for a particular segment. For the FIFA World Cup tournament this Voice of Customer process can help the project by evaluating the customer expectations (Teehan & Tucker, 2014). How the tournament can be more attractive can be evaluated by directly asking them. With that idea online review system can be used for gathering more information about the needs of the customers or the spectators. Also, an online survey about how the match conditions can be improved can give the project manager the outline of the customer needs and by implementing this needs more value can be added to the project.

Lean Project Management Practices for FIFA 2018 World Cup

The next parameter is the Critical to Customer Requirements. This parameter is used in a project management to evaluate the customer expectations in the aspect of determining the overall service quality of the outcome of the project (Parthasarathy & Daneva, 2014). The project manager needs to be an expert for this cases to evaluate the customer requirements to give the customer best service. By providing the best service to the customer more value can be added to the project which is the basic principle of the lean project management. For providing the best service to the customer four things need to be considered which are the features, quality, cost and availability (Tax, McCutcheon & Wilkinson, 2013). In this case of FIFA World Cup tournament this parameters can be used in various way to meet the need of the customer. A proper and attractive web page can do the job for this case. Through this webpage the spectators can book tickets for matches and can update themselves about the matches. With these features there must be Wi-Fi connections in the stadium to serve the spectators better. Also, with that services a HD halo board is needed in the stadium for the instant replay purpose.

The last parameter is the Critical to Quality parameter. This parameter is used for evaluating the internal critical quality of a project ( Goetsch, & Davis, 2014). This parameter also evaluates the customer needs but it is different form the critical to customer requirements. The critical to customer requirements used to describe the important thing to the customers while the critical to quality is used for describing the importance of this process quality or the service quality. This process is used for satisfy the customer highly. The customers will not be able to see the direct benefits of the critical to quality but it has a vast role to fulfil the needs of the customer (Beckford, 2016). This Critical to Quality can help the FIFA World Cup tournament by setting the ticket price in way so that is affordable by most of the customers. It need to be ensure that ticket price should not be very much high so that most of the people cannot afford it and also it must not be so much cheap so that the managing organization faces loss. It need to be balanced between that. With that a food and beverage service can increase the service quality of the FIFA tournament towards its spectator which can be considered as customers in this scenario. There must be some persons who must be delivering this beverage items to the spectators. Also, the overall stadium must be cleared properly to ensure quality service to the spectators. Availability of the match tickets also plays a big role for providing a premium service. So that the project manager needs to ensure that there is enough availability of match tickets.

Specifying Value to Customers

This part of the essay will discuss about the lean project management and the practices by which the lean project management can be implemented. The lean project management are based on some sort of lean principles. This lean principles are lean thinking, lean construction and lean manufacturing (Arunagiri & Gnanavelbabu, 2014). The best practices to implement the lean project management in the FIFA World Cup tournament are the specifying the value to the customers, identifying the value steam for the products, eliminating the waste and improving service quality with the time.

For the first case the project management team needs to specify the value of service which is given to the customers or the spectators. In this case the team needs to focus on the service for which the customer is actually paying (Costanza et al., 2014). In this case the customers are paying to view the matches of the football tournament. That means the match visibility should be in a higher priority. To ensure that the project manager choose a perfect stadium in which the view of the match is perfect for every spectators. With this an addition of a giant screen can help the spectator to enjoy the match more. This will actually add value to the service given by the project manager which is a basic principle of lean project management.

The second practice for implementing the lean project management was identifying the value steam for the products. The value steams includes all the processes or the actions which are the both value added and non-value added to the customers (Keyte & Locher, 2016). This practice actually describes the perfect way to use a raw materials and to convert it into some useful products which will give some value to the user. For this case of FIFA World Cup tournament this practice can be implemented by selecting the best stadiums for conducting the matches. In this case these stadiums can be considered as the raw materials while the live match can be considered as the final product outcome. To ensure the best product outcome or the best match condition the stadiums need to be well maintained previously and should be developed in such a way so that it is able to satisfy the customers highly. This can be achieved by providing proper security services to the customers or the spectators. Also, a clean stadium will also help to satisfy the customers

Identifying Value Stream for Products

The third practice for implementing the lean project management was eliminating the waste. In a project management system a waste is considered as something which does not provides ant value the customers (Silvius & Schipper, 2015). A critical evaluation is required to identify this waste in a system. In the case of FIFA World Cup tournament various things can turn into a waste. For an example the stadium can turn into a waste if chosen stadium is failed to host the match due to the reason of any natural disaster or manmade disasters. In this cases the stadium becomes a waste in the system as it is not providing any value to the customers. To eliminate this type of risks the project manager needs to develop a proper plan to save this entity of the systems becoming a waste (Hassan, 2013). A proper evaluation of the environment of the stadium can help the project manager how to protect the stadium form the external threats.

The last and final practice for implementing the lean project management was improving the service quality with the time. The project manager can evaluate the value given services to the customers and can determine how this services can be improved further until it reaches to the perfect point (Dabholkar, 2015). For the case of FIFA World Cup this practice of the lean project management can be implemented by taking the feedback from the spectators about all the value given services. As the spectators are directly using these services they can give an idea how this services can be improved to satisfy the customers more. Also, the spectators can suggest some new services to the system which will also help to highly satisfy the customer or the spectators. All the discussed practices will add some extra value to the project which the main principle of the lean project management.

To fulfil all the needs of the FIFA World Cup tournament various lean process need to be implemented which can help to get the optimal success of the FIFA World Cup tournament. This processes are the PMBOK process, Agile practices, Organizational Project management, Lean Six Sigma process and the PRINCE2 process.

The PMBOK process or the Project Management Body Of Knowledge is the set of some specific guidelines which can be used for adding value to a project. In this way it fulfils the specification of a lean implementation. This PMBOK process is actually a set of total 49 processes. Though it has total 49 processes all the processes can be categorized into five basic process which are the initiating, planning, executing, monitoring, controlling and lastly closing (Drob & Zichil, 2013). In the initiation part the project specification is defined. Planning part defined the scope of the project. All the project specification is satisfied in the executing part. The progress and the performance of the project is tracked in the monitoring part of the PMBOK process while the controlling part is used for bring some changes in the system according to the needs of the project which is evaluated in the monitoring part. All the PMBOK processes can help in the case of FIFA World Cup tournament. For the initiating part this process can help the project by gathering information about similar type of football tournaments. The gathered data can be used for evaluating mistakes and limitations in the present structure. In the planning part the project of the football tournament can be planned from some apocopate decisions of the analysis of previous similar tournament (Aliverdi, Naeni & Salehipour, 2013). In the execution part all the planning taken regarding the football tournament will be executed. Further, monitoring and controlling will be used for future improvements of the FIFA World Cup tournament.

Eliminating Waste

The projects In Controlled Environment or the PRINCE2 is the process which is used by the lean project management. This is vastly used by the Government of the UK. Beside that the PRINCE2 is used in private sectors in a large numbers. The PRINCE2 implementations in a project management can help the project manager in various way. The main features of the PRINCE2 is the defined organization structure, business justification, product based planning, flexibility and the ability to divide the whole projects into some smaller parts (Karaman & Kurt, 2015). In the case of FIFA World Cup tournament the PRINCE2 process can help the tournament by starting up the project, initiating the project and by managing the project outcome. In the first case the PRINCE2 can help to start the project of the FIFA World Cup tournament. This is required because without any start up plan it is impossible to execute the plan. In this case in the start-up plan cost analysis of the project is done. In the next part which is the initializing part, in this part some basic initialization has been done about the project. This includes the venue selection, which is required before any type of further proceedings. In the next part managing the project outcome the PRINCE2 process can help to improve football tournament match conditions by evaluating the outcome of the present matches.

In the case of OPM or the Organizational Project Management it the process of executing some sort of predetermined plans (Marchewka, 2014). This type of planning is executed successfully by following the project management, portfolio management and the program management. By the use OPM the organizations can achieve the strategic goals of the project. For the case of FIFA World Cup tournament the OPM helps this project to deliver it on time because every fan is eagerly waiting for the tournament to start. A single delay in the delivery of the project can create a huge disappointment among the football fans which must be avoided.

The agile project magnet is a typical iterative process of project management which is used for planning and guiding a project (Dybå, Dingsøyr & Moe, 2014). This iterations contains some small parts of the whole project. In this process each iterative steps are revised by the project team. By reviewing this steps next step is determined. In the case of FIFA World Cup tournament this agile project management can help the tournament by implementing the lean practice which is the acceptance criteria-driven development. This can actually reduce the defect rates in the project management. Reducing the defects of the projects actually increase the value of the project. In this case increasing the project value means better match conditions which leads to more customer satisfaction.

Improving Service Quality

In the context of lean project management the DMAIC methodology is quality management strategy (Kumaravadivel & Natarajan, 2013). This data-driven strategy is integrated with the Six Sigma quality to improve the process of project management. The DMAIC is used for solving critical problems related with the project. The traditional problem solving method and DMAIC problem solving method is totally different. The DMAIC methodology follows some steps while solving the problem. These steps are measure, defined, analyse, control and improve (Sutphin et al., 2015). The define stage is the first executing stage in which the measured outcome is elaborated. Performance of the present process is determined in the measure stage. The causes behind the problem is determined in the analysing part. The improvement stage is used for eliminating those problems and in the control stage the improvement of the process is determined. In this way any problems related with the FIFA World Cup tournament project can be solved.

The above discussion concludes that the lean project management has a huge impact over the project management. The lean implementation is able to eliminate the waste from the system and this actually helps the project manager to satisfy the customers more. In this essay the processes of the lean implementations is described briefly and how this process can help to improve the FIFA World Cup project is also described briefly. The discussed processes are the agile practices, PRINCE2, PMBOK, Organizational project management and the DMAIC methodology. From the discussion it is observed that this lean implementation can help the FIFA World Cup project to deliver its optimal output to the customers or the spectators. For describing the recommendation this essay has shown how this lean implementations can be integrated with the FIFA World Cup project management to benefit the spectators more.

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