Voice of Customer Analysis
The efficiency of the project enhances with the deployment of project management methodologies according to the requirement and expectation of the customers. The need and desire of the internal and external stakeholder should be given preference for setting the project methodology plan to enable the success of the project. The organization of the FIFA world cup project should be according to the requirement of the customers and reviewing the gaps and flaws which exist in the completion of previous year FIFA world cup project.
The voice of the customers can be analysed by deploying the feedback and review system. The opinion and thoughts of the stakeholders should be considered while designing the project activities. The voice of the customers can be analysed by following the qualitative approach such as interview session, questionnaire, surveys, observation, literature review, and others (Saeed, and at.el., 2013). The financial report provides the knowledge of return of investment in undergoing project. The end user of the project mainly concentrates on the services which they receive from the organization of the event. The need and desire of the internal and external stakeholders are different (Vaskimo, 2014). The development of the requirement matrix helps in analysing the need and desire of the internal and external stakeholders. The internal customer’s focuses on the process and procedures laid down for the successful implementation and organization of the FIFA world cup at an international level. The external stakeholders focus on quality of facilities which they receive during the event day in terms of food, seating arrangement, and others.
The development of the requirement matrix helps in determining the expectation of the internal and external stakeholders with the implementation of the undertaken project.
|
Categories of customers |
Types of customers |
Requirement |
|
Internal Stakeholders |
Project Manager Project Sponsors Project Owner Event Manager Event Organizer Event Coordinator Purchase manager Food manager Financial manager |
The focus should be given on Developing the project activities schedule Sychronization of activities within the given time frame Setting of time duration for completing the particular activity Development of the cost estimation plan Development of the communication strategy and tools Development of the procurement plan Development of the financial report and budget of the project Development of the risk register and management plan Development of the scope management plan Development of the quality standard and controls |
|
External stakeholders |
Football players Delegates Chief guest Jury members VIP customers Customers |
The focus should be given on Providing uniform to the players Providing sports kit and equipment for practicing Managing good quality food Managing safe and drinking water Managing comfortable seating arrangement Providing procedures for managing the overcrowding of the customers Managing temperature Arrangement of AC, Coolers, and Fans Arrangement of Music, lighting, and loudspeaker |
The development of the conceptual framework and setting of requirement checklist helps in analysing the quality standards and principles which should be laid down for deploying the quality control procedures to provide good services and facilities to the end users (Rauber, 2014).
|
Requirement |
Quality Standards |
|
Developing the project activities schedule Synchronization of activities within the given time frame Setting of time duration for completing the particular activity Development of the cost estimation plan Development of the communication strategy and tools Development of the procurement plan Development of the financial report and budget of the project Development of the risk register and management plan (Owens, 2010) Development of the scope management plan Development of the quality standard and controls |
Completion of the project within the given start date and finish date Completion of the project activities within the given timeframe and duration of time Completion of the project activities within the allocated cost and minimising the risks of overrunning of the project. Setting of priority to the risks identified Development of the risks mitigation plan Development of the in-scope and out-of-scope activities Setting of quality standards according to the checklist of the requirement plan (Passenheim, 2015) |
|
Providing uniform to the players Providing sports kit and equipment for practicing Managing good quality food Managing safe and drinking water Managing comfortable seating arrangement Providing procedures for managing the overcrowding of the customers Managing temperature Arrangement of AC, Coolers, and Fans Arrangement of Music, lighting, and loudspeaker |
Quality standards for uniform and sport shoes Quality standards sports kit and equipment for practicing Quality test of drinking water for TDS No of audience should be according to the number of seats available in the Stadium Facilities of AC and coolers Testing of sound and light system |
The implementation process for defining the lean project management strategy is based on five principles which are described below:
- Identification of the process value: The evaluation of the process and procedure value for completing the FIFA world cup event is the vital step (McDonald, Sundaram, Bravata, Lewis, and Lin, 2013). The determination of the value helps in designing the process structure for the proposed event.
- Mapping of the value stream: The designing and mapping helps in estimating the value of the proposed process structure. The systematic synchronising of the business process helps in resolving the issues and conflicts associated with the event organization. The identification of the risks in the early stage results in improving the level of satisfaction. The visualization of the work flow is deployed in three process structure plan which are categorised as request, in-progress, and done or completed (Niranjan, 2014).
- Managing flow of processes: The successful delivery of the project depends on the smooth flow of information among the various units of the process events. The amount of work done by the participating units helps in measuring and estimating the flow of processes for initiating the effective communication among the stakeholders.
- Pulling of the system: The starting of the new work depends on the identification of the demand raised by the stakeholders for improvement (Morais and Sousa, 2015). The visualization of the process structure helps in managing the flow of information among the team members. The task is allocated to the employees according to their skills and expertise so that they can provide 100% output.
- Constant process improvement: The continuous improvement plan should be deployed for improving the working condition of the process structure to achieve the deployment of the FIFA world cup international event. The correlation between the process and output helps in identifying the areas of improvement (Hoven, and at.el., 2013). The continuous improvement plan helps in managing the risks and conflicts associated with the project.
The implementation of the Lean project methodology is used for providing better customer service by focusing on the customer’s requirement and demand. The deployment of the waste management process helps in better management of the resources and requirement among the customers. The analysis of the critical path helps in defining the work flow and process control. The value-added and non-value added information should be collected for managing the complexity of the project (McClinton, 2014). The deployment of the project management body of knowledge helps in improving the management of activities so that the event can be successfully completed. The changes in the cultural difference help in improving the action plan of the technical system. The functional and the non-functional areas helps in developing the effective team management plan to synchronise the project activities according to the project objectives. The success and the failure of the project depends on the deployment of effective tools and technologies so that the changes can be implemented for the continuous improvement plan. The correlation between the staff members and the division of responsibilities should be according to the skills and expertise of the team members. The designing of the value stream helps in managing the process gaps and resource distribution effectively. The organization of the customers need in a synchronised format helps in establishing mandatory outcome of the proposed event successfully (Moujib and Aziz, 2017). The deployment of the effective leadership style should focus on giving privilege to the active participation of the team members in designing innovation and technology improvement for the successful implementation of the FIFA world cup event. The root cause analysis of the risk identified helps in managing the financial funding and support to get required output for the organized event at an international level. s
- Project Management Body of Knowledge:
Requirement Analysis
The organization of the project activities can be effectively developed by following the sequence of processes. The 5 processes help in accomplishing the successful management of the FIFA world cup. The focus should be given on managing the demand and requirement placed by the internal and external customers. The internal customer focuses on managing the effective management of processes and external customer focuses on retrieving the quality of service from the deployed football event. The group of processes is highlighted below:
|
Processes |
Description |
|
Project Initiation |
The initiation of the project depends upon the requirement raised by the project owner and board of directors for deploying the PMBOK methodology for initiating the sequence of project activities for accomplishing the football international event successfully (Otieno, 2014). |
|
Project Planning |
The planning process focuses on setting the in-scope and out-of-scope activities for accomplishing the event successfully world-wide. The focus should be given on managing the cultural difference which exist in the internal and external stakeholders (Obrutsky, 2016). The scheduling of activities should be done with the given time period so that the project can be implemented on the scheduled date without any complexities. |
|
Project execution |
The process schedule should be defined for managing the execution of the project activities so that the delivery of the project should be done on time. The innovation and the required changes can be implemented during the execution phase so that the customers can be fully satisfied with the event management activities |
|
Project monitoring and control process |
The continuous improvement plan can be developed by monitoring of the project |
|
Project Closure |
The handover of the project on the scheduled time and within the approved budget results in the successful completion of the project |
Process Elaboration:
The knowledge areas which are covered with the implementation of the project management body of knowledge are categorised as Development of the project charter, initialization of the project scope, data collection methods, Creation of work breakdown structure, development of project schedule, estimation of time duration, Initialization of the cost estimation and budget, development of the communication tools and technologies, identification of the risks and mitigation plan, analysis of the quality standards, definition of procurement management plan, and others.
- PRINCE 2
The PRINCE 2 methodology is effective in getting scalability of the resources used. The setting of objectives helps in sequencing the project activities to deploy the international event. The process of the PRINCE 2 methodology is described in the table below:
|
Process |
Description |
|
Project Start up |
The starting of the project focuses on determining the pre-requirement for the proposed project. The analysis of the input required results in the evaluation of the expected outcome of the project. The formation of the team members and project manager to cooperate for accomplishing the desired project |
|
Project Initialization |
The strategic plan should be developed for analysing the risks, quality standards and control, configuration management system, and communication management plan. The efficiency of the event deployment can be enhanced by developing the project initiation document |
|
Project direction |
The running of the project activities successfully requires the proper deployment of authorisation and control. The acceptance level of the project increases by monitoring of the complex situation. |
|
Project Controlling |
The development of the work breakdown structure helps in evaluating the progress report of the project, definition of review system, corrective action plan, and managing risks and issues |
|
Setting of project boundaries |
The setting of the project boundaries focuses on managing the authorization and control to accomplish the given task. |
|
Project Delivery system |
The acceptance of the project improves by deploying the effective communication plan between the different participating units |
|
Project Closing |
The handover of the project with the updated information of the risks and complexities associated with the project. |
Elaboration:
The PRINCE 2 methodology results in improving the acceptance level of the project by developing the project plan according to the customer vision and demand. The strategic plan should be developed for analysing the risks, quality standards and control, configuration management system, and communication management plan. The success criteria of the project can be achieved by monitoring of the complex situation of the FIFA world cup.
- Organization project Management
The organization project management methodology is the standardised framework which follows the set of credentials for managing the complexities associated with the project. The processes and functions which are deployed with OPM are highlighted below in the table:
|
Processes |
Description |
|
Project Governance |
The focus should be given on selection of the team members for providing effective authority for completing the project. The division of responsibilities should be done after evaluating the skills and expertise of the team members. |
|
Project Transparency |
The systematic flow of information between the different team members helps in increasing the decision making capabilities of the participating units to achieve desired result. |
|
Project Reusability |
The focus should be given on minimising the waste of resources and inventory. The program of reusability should be deployed for completing the project delivery within the expected cost of the project. The financial risks can be effectively minimized (Griffin, and Hauser, 2013) |
|
Project Delivery support |
The streamlining of the business processes and monitoring system for improvement helps in increasing the level of acceptance of the delivered project. |
|
Project Traceability |
The development of the documentation for every phase helps in increasing the knowledge areas and helps in deploying the continuous improvement plan for improvement. |
Elaboration:
The definition of the risks and associated management plan helps in reducing the complexities associated with the projects and results in the smooth functioning of the business operation plan. The focus should be given on minimising the waste of resources and inventory (Monnappa, 2017). The program of reusability should be deployed for completing the project delivery within the expected cost of the project. The financial risks can be effectively minimized
- Agile Methodology
The initialization of the iteration procedures helps in analysing the required changes for the successful completion of the project. The active participation of the customers helps in increasing the satisfaction level with the end event activities and quality of services.
|
Process |
Description |
|
Planning |
The active participation of the customers helps in increasing the satisfaction level with the end event activities and quality of services by deploying iterative planning procedures (Mansfield community, 2013) |
|
Communication |
The transparency in the communication plan helps in getting desired results from the participating members |
|
Testing |
The deployment of continuous testing program helps in measuring the variation in the project process output and requirement specification plan |
|
Delivery |
The final delivery of the project depends upon the successful acceptance of the project by the project stakeholders (Firesmith, 2013) |
|
Change |
The project can be improved by deploying the required changes mentioned by the stakeholders |
Process Elaboration
Elaboration
The deployment of the agile methodology in the working plan of the FIFA world cup helps in increasing the satisfaction level of the customers by managing required changes due to flexibility in the working plan. The active participation of the stakeholders helps in maximising the level of acceptance (Faust, 2014). The transparency in the communication plan results in the increased in working capabilities of the project team members.
- Lean six sigma project methodology
The principles of lean six sigma project methodology focuses on improving the administration process of project delivery. The following table shows the process structure of the lean six sigma methodology:
|
Process |
Description |
|
Define |
The objective and scope of the project are defined according to the requirement placed by the stakeholders. The scheduling of the process should be done according to the goal and vision of deploying FIFA world cup successfully. |
|
Measure |
The development of the variation report in terms of current situation and acceptance criteria helps in measuring the project success |
|
Analyse |
The definition and identification of the root cause analysis helps in analysing the actual situation of the project activities planning. The analysis of the problem depends upon the process deployed for data collection. |
|
Improve |
The expected output of the project can be improved by deploying the continuous improvement plan and change management plan to fulfil the requirement of the customers |
|
Control |
The control procedures and standardization should be used for measuring the successful acceptance of the project. |
Elaboration:
The project management is equipped with four major constraints which are classified as time, quality, scope, and cost. The six sigma principles are used for developing strong bonding between the time, cost, quality, and scope for successful deployment of the FIFA world cup event. It focuses on reducing the wastage of resources, quality, cost, and processes.
References
Faust, J. (2014). Increase efficiency using Six sigma methodologies. 1st ebook. Retrieved from https://pdfs.semanticscholar.org/dfac/bfb4468db33b68ecf3710cd3e2c64e6926ae.pdf
Firesmith, D. (2013). Quality Requirement checklists. Journal of object technology, 5(5). Retrieved from https://www.jot.fm/issues/issue_2005_11/column4.pdf
Griffin, A., and Hauser, J. (2013). The Voice of the customers. Retrieved from https://product.design.umn.edu/courses/pdes2701/documents/5701papers/05evaluation/griffin93.pdf
Hoven, C., Michae, A., Varnes, C., and Goffin, K. (2013). Giving the customer voice: A Study of market research method. International conference on product development management. Retrieved from https://openarchive.cbs.dk/bitstream/handle/10398/8747/Adela_Michea.pdf?sequence=1
Mansfield Community. (2013). Introduction to project management. 1st ed. Ebook. Retrieved from https://www.mansfield.vic.gov.au/Libraries/Community_Development/Intro_to_Project_Management_Manual.sflb.ashx
McClinton, P. (2014). A project management methodologies: A review of the Literature. 1st ebook. Retrieved from https://www.academia.edu/7055300/Project_Management_Methodologies_A_Review_of_the_Literature
McDonald, K., Sundaram, V., Bravata, D., Lewis, R., and Lin, N. (2013). Closing the quality gap: A critical analysis of quality improvement strategies. Journal of object technology, 7(9). Retrieved from https://www.ncbi.nlm.nih.gov/books/NBK44015/
Monnappa. (2017). Project scope management: What it is and why it is important. 1st ed. [ebook]. Retrieved from https://www.simplilearn.com/project-scope-management-importance-rar89-article
Morais, V., and Sousa, S. (2015). Implementation of a lean six sigma project in a production line. 1st ebook. Retrieved from https://www.iaeng.org/publication/WCE2015/WCE2015_pp847-852.pdf
Moujib and Aziz. (2017). Lean Project management. 1st ebook. Retrieved from https://www.pmi.org/learning/library/lean-project-management-7364
Niranjan, M. (2014). Approaching and managing delivery of a project using project management methodologies. 1st ebook. Retrieved from https://ipublishing.co.in/ajmrvol1no1/volfive/EIJMRS5222.pdf
Obrutsky, S. (2016). Comparison and contrast of project management methodologies PMBOK and Scrum. 1st ebook. Retrieved from https://www.researchgate.net/publication/305969672_Comparison_and_contrast_of_project_management_methodologies_PMBOK_and_SCRUM
Otieno, F. (2014). The role of monitoring and evaluation in projects. 1st ed. [ebook]. Retrieved from https://www.irbnet.de/daten/iconda/CIB8942.pdf
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Vaskimo J. (2014). Organization project management methodologies. 1st ebook. Retrieved from https://aaltodoc.aalto.fi/bitstream/handle/123456789/19005/isbn9789526065861.pdf?sequence=4
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