Six Sigma tool
Event industry is the leading industry in UK and it is the essential part of the economy. The event management sector includes event management companies who take care of the planning of weddings, parties, celebrity management, and other corporate events (Dickson & Arcodia, 2010). In the competitive world many of the customers like to appoint event manager for any such event and the organizations make sure that they provide quality work to their customers. For bringing an improvement in the quality of the product organization maintains TQM (Total quality management).
1. Total quality management refers to as the process which is taken by the organization to bring a change in the quality. The administration of the company ensures that with the implementation of TQM there is change in the quality of the work which can be analyzed by satisfying the needs of the customers. It involves participation of the culture and the services (Sharma, 2010). Organizations in the event sector make sure that the existing and new workers are trained; so that they will be able to manage the changes in the quality of the services. In the event Management Company needs professionalism in the event like wedding and meetings. These events are important for the clients so they want quality services.
This tool is used by the organization to eliminate the errors, which ultimately help in enhancing the quality of the services provided by the company. This process was originated in the 19th century by Carl Fredrick Grauss (Graves, 2012). The word sigma refers to as the Greek letter which is used to donate the standard deviation (CGMA, 2013). Organization uses this statistical process to reduce the fault in the services that they are offering to the customers.
Event management organization also follows this total quality management tool which helps them to reduce the risk in the event that they are going to organize. The six sigma process involve DMAIC that stands for define, measure, analyze, improve control.
Event management organization needs to implement the tool successful in the organization which brings a change in the organization. TQM tool Six Sigma help the company to improve the quality of services that company is providing to their clients. This tool includes 5 steps and by following these five steps company will be able to detect the fault which needs to be improved. By applying this tool company need to change the whole working of the company from top to bottom. So it is difficult for the management to choose this tool, the working of the company need to flexible (Graphic products, 2017). The top management of the company needs to be open minded, so that employees can bring innovative ideas which lead to the success. Being open minded in the field where company can’t take risk is challenge for the company.
Implementation
This tool brings chance for the company to define the problem, add knowledge which reduces the problem. This is the set structure which is followed by the company. These steps show how company can successfully implement this tool in event management organization.
Define include the problems and opportunities for the event. In this step event management organization need to identify the opportunity of the improvement in the event (ASQ, 2017). The problems related to the resources procurement, expectations of the event, timelines. The organization need to take the corrective steps considering the define step.
- Procurement of Resources: – Event Management Company needs to make sure that the resources required for managing the particular project are procured. Resources include human resources which plays a vital role in event management. Proper and trained employees should be appointed by manager for the employees. Those who can understand the severity of the event, sensitive and complexity. The aim of the training is to enhance the staff range in terms of knowledge, cross-culture knowledge, and the value of diversity (Dudovskiy, 2012).
- Expectations of the event: – This includes the expectations made by the customer or client that they supposed to get all these things in the event. The requirement of the client matters a lot while organizing an event, so that the company can provide quality services and will be able to reduce the faults.
- Timelines: – This parameter includes the time limit for the event or the day and time when the event actually occurs. This need to make sure by the management team from client, so that they will be able to provide quality service on time.
This is the second and most important step. Under this step the process need to measure, which shows that activity performed (Evans & Lindsay, 2014). Capability and problem frequency analysis are included in the measurement. In the event management sector manager needs to take care of the measures.
- Capability: – The analysis of capability includes the capabilities of the employee and their skills which show how much work they can do and how much Capabilities they have to meet the specialization.
- Problem causes frequency: – There is a frequency in the no. of problems occurring. There should be proper analyses of problems occurring and those problems need to be resolves by the event management company to reduce the faults in the event.
The qualitatively and statistical analyze of the performance to identify the root cause problems faced in the event. It includes the identification of the failure of the product and services so that company can bring a change (Antony, Krishan, Cullen & Kumar, 2012). Detection of the variations must be taken care by the organization.
- Root cause: – Root cause is the basic cause of problems in the event management (Andrew, 2016). For a particular event company need to maintain certain different causes of the problems.
- Failure of the services: – The analyze step help the manager and the team get to know about the reason of the failure of the project or event. This helps in bringing a change and removing or upgrading the result of the failure of the services.
- Detection of the variations: – There is variance in the event that needs to be take care by the company. This detection helps the company to reduce or improve the failure or faults in the services that the company offers to its customers.
This step includes the improvement in the process by selecting an effective solution. Solution can be done by the way of motivating the employees for performing their job and by performing experiments to solve the problems (Pyzdek & Keller, 2014).
Motivating: – Employees of the organization need motivation to perform the task correctively. Motivation enhances the employees to perform the task with efficiency (Warner, Newland & Green, 2011). But on some events there is need of high level of motivation, this is a challenge for the event company.
Performing experiments: – People having the experience can find the solution of the problem by performing experiments. Experiments done by the people give the solution to the manger in the event management company.
Control includes the improved process and future performance that need to be maintained by the company. This control include the monitoring the process, immediate detection of the errors, and maintain the performance (Vigorous Quality Management System, 2017).
Mistake detection: – The organization should analyses error or mistakes at the end or makes the errors impossible. The work should be without any faults or errors. Event management should maintain this process and should immediate remove mistakes.
Benchmarking theory
Monitoring process: – The event management company needs to monitor the process behavior. Company need to implement the plans for the future and need to make changes in the present work. By communicating the outcome to the responsible or operator manager employee will be able to fulfill the requirement.
This theory includes the process which examines the external organization of a business to achieve their organization performance levels (Rolstadas, 2013). In this theory one organization make the benchmark for the organization and benchmarking company is the best industry in event management sector. In simpler words it is the comparison of performance of best industry with the organization.
In the event management sector one of the leading event Management Company running is Square meal. Jack Morton Worldwide is an American multinational brand experience agency and a subsidiary of Interpublic group of companies. This company have organized the ceremony to celebrate Olympic Games, commonwealth games etc. another agency us banks Sadler who organizes events (Banks Sadler, 2017).
(Source: Cernik, 2016)
The above graph clear shows the turnover of the companies like Jack Morton and Banks Sadler. These companies are leading companies and any organization who wants to make the benchmarking company then they can make one of the companies as a benchmark out of these leading companies.
The implementation of benchmarking theory in an organization is must as the organization needs to bring changes in the performance considering the benchmarking company target. In the event management field quality of the services is the essence of the organization which help the company to set up good brand value and implementation in the market.
It is hard to implement the changes in the organization to reach on the top level. Company need to set a clear aim and vision in the mind of peoples who are linked with the organization. Major role in the organization played by employees, so company need to bring changes in the objectives and need to bring expertise in their work.
Determine processes to be benchmarked: – In this step event management team need to identify which process they want to benchmarked. Company need to think of changes required to reach benchmark, along with that company need to focus on the strategies to be used to achieve benchmark.
In this event management organization should select the best company who performance is best in this field. Selection of the benchmark company should be done by considering the performance of the company. The revenue or turnover generated by the company also considered by company while selecting Benchmark Company. In event management Jack Morton Worldwide and banks Sadler is the benchmarking companies.
The collection of the required data is must to enhance the performance of the organization. To enhance the performance of the company there is need to bring change externally and internally. The relevant and accurate data shows the comparison between the organization and the benchmark organization.
This step involve analyzes of data and information related to the organization performance with the help of which company can analyze the gap between the performance. To achieve the benchmark company need to analyze the gap between the performances so that policy implementation can be done according to the gap.
As per the past performance Evaluation Company need to forecast the required changes to improve the future performance. Though it is not easy but to achieve the benchmark; company need to focus on the performance of the company.
This step involves communicating the benchmarking results and their implication in the organization which motivate their employees to carry out changes. The company makes the employees understand advantage to carry out changes in event management.
The goals of the event management company need to be revised to reduce the gap between the benchmark performances. Company need to take correct steps that help in achieving the benchmarking target.
Event Management Company needs to establish step by step procedure to achieve the goals. Top management need to approve that specific plan so that each and every employee get to know about the changes in his or her goals.
The implementation of the plans for the event management company is must, monitoring and tracking the results of the implemented plan. Company should keep the success elements and should remove the left.
This step makes sure that event Management Company should keep the benchmarking approach; for retaining this approach company need to keep evaluating the process and performance.
Conclusion
The analysis of above document shows that the total quality management is essential for the company working. With the help of this company will be able to provide quality services to its client. The company best in the event industry and earning revenue became the benchmarking company for the other companies. According to that company should make strategy to achieve the benchmark. While achieving the benchmark; company uses the six sigma tool to improve the quality of the services to its customers.
References
Andrew, 2016, Continuous Improvement: Running Rapid Improvements, viewed on 13th July 2017, https://www.tqmi.co.uk/rapid-improvement-events/
Antony, J., Krishan, N., Cullen, D. & Kumar, M., 2012. Lean Six Sigma for higher education institutions (HEIs) Challenges, barriers, success factors, tools/techniques. International Journal of Productivity and Performance Management, 61(8), pp.940-948.
ASQ, 2017, Six Sigma Tools, viewed on 13th July 2017, https://asq.org/learn-about-quality/six-sigma/tools.html
Banks Sadler, 2017, About Us, viewed on 13th July 2017, https://www.banks-sadler.com/home/about-us/
Cernik, L., 2016, State of the Industry 2016: Top 20 UK event agencies revealed, viewed on 13th July 2017, https://www.citmagazine.com/article/1398513/state-industry-2016-top-20-uk-event-agencies-revealed
CGMA, 2013, Quality Management Tools – including TQM, Six Sigma, Cost of Quality and EFQM, viewed on 13th July 2017, https://www.cgma.org/resources/tools/essential-tools/quality-management-tools.html
Dickson, C. & Arcodia, C., 2010. Promoting sustainable event practice: The role of professional associations. International Journal of Hospitality Management, 29(2), pp.236-244.
Dudovskiy, J., 2012, Quality Issues in Special Events Management, viewed on 13th July 2017, https://research-methodology.net/quality-issues-in-special-events-management/
Evans, J.R. & Lindsay, W.M., 2014. An introduction to Six Sigma and process improvement. Cengage Learning.
Graphic products, 2017, Six Sigma Principles, viewed on 13th July 2017, https://www.graphicproducts.com/articles/six-sigma-principles/
Graves, A., 2012, WHAT IS SIX SIGMA?, viewed on 13th July 2017, https://www.sixsigmadaily.com/what-is-six-sigma/
Pyzdek, T. & Keller, P.A., 2014. The six sigma handbook (p. 25). New York: McGraw-Hill Education.
Rolstadas, A. ed., 2013. Benchmarking—theory and practice. Springer.
Sharma, R.B., 2010. Total Quality Management. Lulu. com.
Vigorous Quality Management System, 2017, Lean Six Sigma, viewed on 13th July 2017, https://www.vqms.co.in/Leansixsigma.aspx
Warner, S., Newland, B.L. & Green, B.C., 2011. More than motivation: Reconsidering volunteer management tools. Journal of Sport Management, 25(5), pp.391-407.
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