Organising FIFA 2018 World Cup Football Tournament: Voice Of Customers, Lean Project Management, And Best Practices

Identification and elaboration of the terms with regard to the event

FIFA world cup is the international football tournament that took place every four years. For the year 2018, the tournament took place in Russia where 32 teams took place within the event. The football tournament is having the estimated cost of more than 14.2 billion dollars (2018 FIFA World Cup Russia, 2018). This world cup is the first where the use of VAR that is video assistant referee system is being used. The purpose of the paper is to focus on the development and the organising process of football event within the country. In this paper will discuss on the voice of customers along with the critical to customer requirements and even the critical to quality parameters. The paper will also discuss on the various way or area that is utilised for the implementation of a lean project within the event. Furthermore, the paper will also discuss the various practice like PMBOK, PRINCE2, OPM, Lean six sigma that is eventually utilised for the support of the implementation of lean project management.

Voice of the customers (VOC) 

Voice of the Customer that is VOC is the process which is being utilised for capturing the feedback along with the requirements from the customer (Wang, 2015). In this process, the entire function is being about the proactive as well as the constant innovation process for capturing the change in the requirement and the need of the customers. It can be seen that the VOC can be captured in a numerous way like conducting the interview, then survey, observation and the field report. In term of the FIFA World Cup football tournament, VOC is the vital aspect for understanding the need and the choice of customers in term of a football game. FIFA is the biggest event in the sporting world and for that getting the VOC is the primary aspect for providing the effective need of the consumers or the viewers (Lam, & Mayer, 2014). In term of football world cup tournament there are no customers rather there are supports and the die-hard fan of the game and for that getting their feedback and comment is highly required to implement the project in the best way. It helps the project management to maintain the event and the entire process associated with the tournament in the most effective way.

Critical to Customer Requirements (CCR)

Customers are the final authority that helps to determine the final value of the service or the products by the help of their decision for purchasing or not purchasing the product (Jin, Ji, & Gu, 2016). This decision is entirely based on the complex system of critical customer requirements. The need of customers vary according to the place and also surrounding and for that understanding, the critical requirement of the consumers is the tough and the complex work for the business. In the case of football world cup tournament understanding the customer critical requirement is the vital activity to meet with the expectation of the consumers. CCR is the vital activity that event managers need to perform to understand the requirement of people from various part of the world (Franceschini, & Maisano, 2015). FIFA football world cup tournament is the biggest event in the world where entire world took part and for this, it is highly essential to meet the expected requirement of the customers and for that critical customer’s requirement process is highly essential. This process effectively shows the needs along with the drivers that are responsible for influencing the buying decision of service and products.

Ways for the implementation of lean project management in the event

Critical to Quality parameters (CTQ) 

The critical to quality are the parameters of internal quality that is directly related to the wants as well as the needs of the customers (Fullagar et al., 2015). CTQ is vital for the quality of the process along with the service for ensuring the things that are vital to the customers. In general, it can be seen that CTQ is the primary quality of the products or the service for the voice of customers. In this process the vital two things need to be monitored; one is the parameter of the end product and the other one is the quality of the end product. In the case of the football tournament, the CTQ is related with the event management along with the services that are being provided to the customers. It helps to understand the voice of the customers and also provide them the valuable service within the market (Gyulai, Kovács, Sovány, Csóka, & Aigner, 2018). For the football fan, the CTQ support the event management to make the collection of the ticket and also the watching the game on the field became much sophisticated and easier for the people. The service and the entire process for the inauguration of the game are done by analysing the quality parameter of the entire process.

Ways for the implementation of lean project management in the event

Lean project management is the way in which the project is continuously improved with the help of a suitable management system. There are various ways or area that could be utilized for the implementation of lean project management within the event of FIFA world cup football tournament (Soares et al., 2015). The best practice that could be performed by the event management to implement lean project management in the event are as follows; focus on the customers, think continuous improvement, executive commitment and track the performance as well as make the result visible. The implementation of lean project management within the event help to determine the certain group that requires extra monitoring process. In the football world cup tournament the lean project management help to maintain the process and the entire event in an effective way (Kornegay, 2015). This is the best and the valuable process that will allow the customers to get their expected service from the event management of FIFA world cup tournament.

The four best ways or area are;

The four best ways or area

Focus on the customers: In the lean project management process focusing on the customers is the vital aspect. It is the process that helps to build valid concern regarding the events and also allow the event manager to provide the expected need of the customers (Kriz, Molloy, Kriz, & Sonntag, 2016). In the football world cup tournament, the biggest focus on the customers needs to be regarding the ticketing process. It can be seen that event management has implemented the process of first come, first serve for the customers and also the process of random selection for the customers.

Think about the continuous improvement: In the lean project management process help the event management to provide a successful event with the small projects. This is done with the help of team members in term of Football World Cup tournament where the entire work of the project management are segmented within the small group (Williams, & Parker, 2016). The small group helps to provide less total disaster as well as less team failure and deliver the best service to the people. Keeping the team and the activity within the numerous small project allows to gain effective success within the field.

Executive commitment: For a successful project and the event management it is essential for the executive to maintain their commitment. This help to bind the team members and also perform various actions in the most valuable way. In the case of FIFA football tournament, it can be seen that executive commitment help to provide the best service to their clients and also the fan regarding the seating arrangement and another facility in the gallery (Kowalska, 2017). The arrangement for the players also need to be highly effective and this is eventually done with the help of executive commitment for the project management.

Performance tracking and making the result visible: The tracking of the performance level of the project team members is another best way for the implementation of lean project management within the event (Becker, Kautsky, & Widholm, 2014). This process effectively helps the managers to monitor the process and provide their best service for the field. The football players required the best place for their practice and also the place to spend time after the game. The entire process is being managed by the event management of the game where the hotel rooms, playground, and the practice place are kept clean and suitable for the players. The performance of the team members are being monitored to make the result highly effective for the game and also the result is visible in term of the clean gallery and another place before and after every match.

PMBOK 

The PMBOK is the project management process that helps to maintain the working function of the managers within the project (Andreff, & Scelles, 2017). The primary process of PMBOK for the implementation of the lean project within the event are; initiation, then the planning, execution, monitoring, and control as well as the closing.

Table 1: PMBOK process in the implementation of lean project management for the event

PRINCE2 

PRINCE2 is the de facto process that is used within the effective project management. The primary feature of this process is to provide focus on the business justification than the approach for product based planning and also have flexible level within the project (Desbordes, & Chanavat, 2017).

Table 2: PRINCE2 process for implementing lean project management for the event

Organisational project management is the strategy of execution framework for providing the better result within the competitive advantage. The entire process and the stage for the implementation of lean project management within the event it can be seen that project strategy is the vital aspect of the event (Cortsen, 2017). In the case of FIFA world cup football tournament, the strategy is vital to managing such a big event in the world. Effective architecture along with the practice and the governance is essential to provide the successful outcome for the project management. The event needs a proper strategy and the planning process to focus on the customers and also to maintain the continuous improvement in the process. This is the vital aspect for the football sponsors to attract the customers with the appropriate business process in the field.

Agile is the process that helps to promote the continuous iteration of development as well as testing throughout the process of software development of the project (Molloy, & Chetty, 2015). With the help of agile practice, the project management can eventually deliver the meaningful results. In this process, the communication is also performed within the real-time and also preferably face to face. The written communication in this process is the effective and the vital process for the development of effective project within the field. The agile practice helps the event management of FIFA world cup to perform the written communication so that team members are aware of the plan and the guideline for performing a task within the event (Rodriguez et al., 2016). This is highly essential for the entire working function of the project to deliver valuable process within the field. This help to focus on the need of the customers and also track the performance level of the team members within the project management of FIFA football world cup tournament of 2018. The quality of the entire process is being controlled with the agile practice to provide valuable development process for the clients associated with the football world cup tournament.

Lean six sigma is the method that entirely relies on the collaborative team effort for the improvement of performance level by the help of removing waste as well as reducing the variation (Lorgnier, Desbordes, & Chanavat, 2017). The five-step of implementing the lean project with the help of six sigma within the process are the sorting, straighten, shine, standardize and sustain. This effectively helps the event management to implement the lean project management in the event of FIFA world cup tournament. In this process, the lean six sigma is being utilised to cut the cost and provide the effective process for the improvement of project management in the field. FIFA world cup is the team based game and in this case, it is being utilised for the improvement of the game (Cooper, & Sommer, 2018). It can be seen that the six sigma process is quite useful for driving the football players forward in their performance. In the field of sports, the continuous improvement is the vital aspect that could be eventually achieved with the help of lean six sigma within the project management.

Conclusion

The paper eventually concludes the fact that implementing the lean project in the event of the FIFA world cup tournament allow the project managers to provide valuable and effective project within the field. The paper also concludes the fact that the world cup tournament requires the huge amount of focus and continuous development in the field and for that lean project is the vital aspect. In this process, the voice of customers that is their feedback and their knowledge regarding the development process of the project is eventually utilised for the event. Moreover, the paper also concludes the fact that the process like PMBOK, PRINCE2 and the lean six sigma are highly effective for providing valuable service to the customers and the players associated with the football game.

References

2018 FIFA World Cup Russia™ – FIFA.com. (2018). www.fifa.com. Retrieved 2 September 2018, from https://www.fifa.com/worldcup/ 

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