Voice of Customers (VOC)

FIFA is the international world cup tournament which took place almost every four years where most of the countries participate in the game. In the year 2018 Russia host the FIFA world cup tournament where 32 teams took participation. The tournament cost almost 14.2 billion dollars and also this time it uses the technology of video assistant referee system that is VAR (2018 FIFA World Cup Russia, 2018). The primary purpose of this paper is to provide a clear understanding of the lean project management that is being implemented within the FIFA world cup tournament event.

In this paper the further discussion on a voice of customers, then the critical to customer requirements along with the critical to quality parameters. The paper also shows the discussion on the ways of implementing the lean project management in the football world cup tournament. In this paper further discussion on the supportive process for the implementation of lean project management is also provided.

Voice of Customers (VOC)

Voice of Customer is the primary procedure for gathering the information and the feedback from the clients and the customers. This help to analyse the view and the feedback from the customers on a particular product or the service. This is an entirely proactive function along with the constant innovative process for understanding the change within the need along with the requirements of the customers (Desbordes, & Chanavat, 2017). The VOC of the clients is being captured with the help of interview, observation and the survey.

For FIFA football world cup the management team performs survey and interview for the customers which help them to understand the need of the clients. The FIFA tournament is the biggest event in the world and for that, the survey needs to be performed in the effective way to provide valuable working function. Understanding the feedback of the sponsor and the clients regarding the seating arrangement than the facilities provided during the tournament directly depend on the VOC. This process also helps the event management to understand the requirements and the level of satisfaction of the players with the help of their VOC regarding the arrangement and facilities.

Critical to Customer Requirements (CCR)

Critical to customer requirement is the complex process that deals with the requirement or the wants of the customers in the field. It can be seen that the consumers are the primary authority who determine the purchase behaviour regarding the product or the service. This process eventually helps to understand the behaviour of the customers in making a decision regarding the purchase of the products (Gyulai, Kovács, Sovány, Csóka, & Aigner, 2018). This is one of the vital and the crucial activity which the event manager needs to perform so that it became much easier for the management process to understand the reason behind the purchasing of service.

Critical to Customer Requirements (CCR)

For getting the ticket for the tournament is one of the vital parts for the event management to perform the activity. In this process, the event management of the football tournament provides their ticketing process in two vital ways so that the buying behaviour of the customers can be provoked. In one of the term, it can be seen that tournament provide the tickets on the random selection basis and the other way is by first come and first serve. The product is related with the event which has a unique place for the people in their heart and for that both the process of providing ticket help to attract the customers.

Critical to Quality Parameters (CTQ)

Critical to the Quality parameter is the quality of the product and the service that is being provided to the customers. CTQ is the crucial aspect for understanding the internal quality and the long-term process of the service for the customers. The entire quality of the product or the service are addressed with the help of the voice of customers (Kornegay, 2015). It can be seen that after the analysis of the voice of customers the quality of a product or the service are improved for the betterment of the service. FIFA football world cup tournament needs to maintain their quality of service on the basis of feedback so that the event carries on smoothly without any issue.

As in this event, lots of countries and team are involved to maintain the quality in every service of the tournament is essential for the vent management. This process effectively helps the project to understand the need of the customers and also maintain the outcome of the entire project process. Managing the quality in arrangement and service for the inauguration of the FIFA world cup and the entire gaming tournament is done with the help of critical to quality parameters for the customers.

Ways for implementing lean project management in the event

Lean project management is the method by which the waste and the negative impact within the project are reduced. This process also helps to maintain a continuous improvement within the project management. In the FIFA world cup tournament, the implementation of lean project management will help the event management to maintain their working function in the most suitable and effective way (Lam, & Mayer, 2014). This will allow the event management to make their function segmented in the small projects for gathering effective result on each of the processes.

Critical to Quality Parameters (CTQ)

In the FIFA tournament the best way for the implementation of lean project management is to focus on the customers, then make the continuous improvement, then seek out the process of waste reduction along with the leadership focus on the long-term learning process. These eventually help the event to improve the project and also provide the outcome as per the requirements of the customers. This also helps the event managers to provide the satisfied and expected outcome of the sponsors and the players.

The way for the implementation of lean project management are;

Focus on the customers: Focusing on the customers is the vital activity to implement the lean management within the project. This helps to maintain the entire process and also support for understanding the need of the customers for the successful development of the project (Wang, 2015). By focusing on the need of the customer it helps the event management to understand their flaw and their drawback and provide the best option for the consumers. In the football tournament, the very first priority is regarding the process of ticketing for the tournament. It needs to be done in the most seamless way that all the people get proper chance to buy the tickets.

Continuous improvement: Continuous improvement is the process that helps to maintain the project delivery process within the field. By this way, the lean management is being implemented within the project where the entire tournament event is segmented into smaller parts. Small project or the small event parts help to maintain proper monitoring on the particular process and for that effective function are delivered within the process (Becker, Kautsky, & Widholm, 2014). The small projects help to reduce the chance of failure and project disaster as in this procedure the team is small and also their working function is limited but efficient. It helps to reduce the waste and risk of failure and increase the chance of success.

The process of waste reduction: The process of waste reduction within the project is highly effective for delivering a successful outcome of the event. The waste of the project is considered to be overproduction, inventory excess, motion waste, defect and the excess processing. These need to be maintained within the field for providing an effective working function within the project (Cortsen, 2017). For the tournament, it is essential to keep the production of the ticket within control so that excess money regarding the process did not waste. This is the effective way of reducing the waste and increasing the chance of success for the project.

Ways for implementing lean project management in the event

Leadership focus on the long-term learning process: The focus of the leadership on the long-term learning process is highly effective for implementing the lean management within the project. The learning process within the project management allows the leaders to maintain their activity and their working function in the most valuable way (Lam, & Mayer, 2014). In the case of FIFA world cup tournament, the long-term learning process is essential. This tournament took place after every four years and for that proper planning and design for the event is entirely based on the long-term process which helps to reduce the chance of failure and increase the success rate.

Process for supporting lean project implementation 

PMBOK

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

Process	Elaboration	FIFA football world cup tournament
Initiation	This is the very first step where the discussion on the need for project management and project development took place	Initiation of the event took place right after the successful end of the previous event
Planning	This phasing plan and provide a guideline for the management to perform their activity	Planning is done for continuous four years on the look of the event, opening ceremony activity, ticket process, guard and location
Execution	This phase helps to execute the planning process in the most effective way	The execution took place with the decoration of location, production of a ticket and other activity for the tournament
Monitoring and control	This process helps to monitor as well as control the performance level and the working function within the project	Monitor the performance level of the employees for maintaining the tournament event and also analysing the feedback of the customers
Closing	This phase is the closing of the event or the project that clear whether the project is a success or not	The closing of the event of 2018 FIFA world cup tournament took place with the delivery of a successful event

PRINCE2

Table 2: PRINCE2 for implementation of lean management in the project

PRINCE2 Process	Elaboration	FIFA football world cup
Starting up a project	This is the pre-project process where the design, project team, and initiation stage plan took place	The starting of the project of 2018 FIFA world cup took place after the end of 2014 tournament
Initiating project	This phase provides an effective view of the project process, then the acceptance of business case along with the commitment of the resources (PRINCE2 Processes – 7 Processes Of PRINCE2 Explained, 2018)	The working function of the tournament is effectively divided among the group for performing the project
Directing project	This phase provides the view on the various decision point along with the project run throughout the process	Direct the team members and the clients and even the sponsors to maintain their performance level throughout the project phase
Controlling stage	This process is associated with the monitoring as well as the controlling process within the project management	Manage the team members and the activity they perform regarding the opening ceremony then the process of ticketing and also seating arrangement for the people
Managing the stage boundary	This phase deal with the primary decision activity whether to continue the project or to submerge the project	Need to consider the VOC regarding various activity in the project management and making the decision on the basis of continuation of the project
Managing product delivery	This phase deals with the creation of effective delivery product or service and also ensure the work done within the project	Managing the process of ticketing and also make the effective arrangement for the players along with the people
Closing project	This phase shows that the project has successfully met with the expected needs	A successful completion of the event and the game show the closure of the project

Organisational Project Management (OPM)

The world is full of competition and in this phase, the organisational project management is the best way of providing the highly effective result for the competitive advantage. In this process, the effective strategy is associated with the project to maintain the working function. This help to maintain the working function of the project team and also ensure valuable practice for the entire management team (Becker et al., 2014). In this, the governance process helps the project management to understand the need of the process and also deliver the highly essential activity within the field. For performing the biggest event like the FIFA world cup tournament it is highly essential to maintain effective strategy within the field. Management needs to perform their work within the project with the help of effective strategy for delivering the process in the highly suitable way.

Agile Practice

Agile practice within the project helps to deliver the effective result for the continuous development of the project within the field. In the agile practice that is being performed by the FIFA world cup, tournament event manager have to utilise the process of communication. This is one of the effective ways of maintaining the performance level of the team members and also provide them the long-term learning skill for the event management. The written communication have the high value and provide the real-time understanding for the project (Rodriguez et al., 2016).

This help the team members to understand their actions in the field where understanding the guideline is the effective process. The entire team of FIFA world cup tournament management has to gather the feedback from the customers and also circulate the guideline to the entire team for enhancing the quality of service within the field. The guideline help in the long-term learning process and also in the process of reducing the waste from the project manager for the successful delivery of the project. 

Process for supporting lean project implementation (PMBOK)

Lean Six Sigma

Lean six sigma is the procedure which effectively relies on the collaborative effort of the team in improving the performance of the team members. It also supports the project management in the process of removing waste along with the enhancement of various process within the field. The implementation of lean six sigma process helps to maintain the tournament cost and the cost associated with the team members within the project (Wang, 2015).

This is a highly effective and valuable process for maintaining the activity and the working function within the team for maintaining their valuable working function. This process also helps to improve the game and the working function of the team members associated with the management team. This process also allows the members to focus on the needs of the customers and also their VOC, CCR for understanding the rapid change in the decision of the customers regarding event and the facilities. This process allows delivering the effective and successful project outcome. 

Conclusion

FIFA football world cup tournament is the biggest event in the world and for that effective lean management is essential to provide the successful development of a project. In this, the paper concludes the fact that for the implementation of lean management that focusing on the customers along with the long-term leadership learning process is highly effective. The paper also evaluates that reducing the waste and the continuous improvement process helps to provide successful delivery of the project. The process like PMBOK, lean six sigma and other process are also utilised in the paper for supporting the implementation of lean management within the project and deliver the successful tournament within the market. It is highly effective for satisfying the need of the customers and providing them with the tournament that they deserve.

References

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Desbordes, M., & Chanavat, N. (2017). The marketing of football: history, de?nitions, singularities, strategies, and forms of operationalization. In Routledge Handbook of Football Marketing (pp. 25-75). Routledge.

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Kornegay, A. L. (2015). Manufacturing Production Companies Can Gain Strategic Global Advantage Using Lean Six Sigma. In Lean Six Sigma Approaches in Manufacturing, Services, and Production (pp. 174-201). IGI Global.

Lam, C. F., & Mayer, D. M. (2014). When do employees speak up for their customers? A model of voice in a customer service context. Personnel Psychology, 67(3), 637-666.

PRINCE2 Processes – 7 Processes Of PRINCE2 Explained | UK. (2018). Prince2.com. Retrieved 2 September 2018, from 

Rodriguez, A., van Blerk, L., Fernandes, F., Mendel, J., Rizzini, I., McEleavy, P., & Fyfe, N. (2016). Mega-Sporting Events, Rights, and Children’s Everyday Lives: Exploring the Impact of the Brazil 2014 FIFA World Cup. Geographies of global issues: Change and threat, 79-101.

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