Customer Satisfaction: Identifying Requirements

Lean project management refers to the requirements that influence the changes in the customer values. The changes in the project management should be brought about as per the requirements of the customers. FIFA (Federation Internationale de Football Association) is an international sports body that organizes world cup every four years. The organisation of the World Cup 2018 in Australia would be an event of national pride. The organisation attempts to implement lean management in the tournament. The aim of the essay is to increase service quality among the consumers and meet the demands of the participants and audience.

As per the critical view with respect to FIFA 2018 Football World Cup, the opinion of viewers and the participants is of utmost importance for the phenomenal success of the World-famous international soccer event.  A survey will be conducted throughout the world and the voice of all the people involved in the survey will be recorded and analysed. The participants of the previous versions of the event will be surveyed and their views will be analysed and their ideas will be applied in the FIFA World Cup 2018, which will be held in Australia.

These procedures will enable the organisational committee of the tournament find out new ways with the help of which they will be able to build new strategies to satisfy their customers and viewers. As per the view of Mousaei & Gandomani (2018), the recording of the voices of the customers is a very important method which helps the organisations to know their strong points and weaknesses. With the help of the reviews of the customers in the form of VOC, the committee will be able to able to find solutions to the negative feedback that is generated from the consumer end. VOC also helps the organisational committee earn more profit from the tournaments and thus becomes helpful even from the business point of view. Moreover, the strategies that have become outdated can also be identified and renewed or replace as per the requirements of the organisation committee, participants and the customers. The method of application of VOC is:

The customers are surveyed in these processes. The survey was conducted on many participants from the previous versions of the tournaments and their views were recorded.

FIFA World Cup is a huge platform where players from all over the world are able to create an identity. As per your views in what sector should FIFA develop their strategies so that they are able to provide better infrastructure to these sportsmen?

Improvement in infrastructure that is required	Percentage of sportsmen who are in agreement with the improvement
Services provided in the dressing rooms	61%
Sports gears quality improvement	24%
Betterment in the quality of medical services that is provided	28%
The quality of construction of the fields that will hold the tournament	9%
Betterment in the security quality present on-field during the match	18%

Improving Infrastructure for Players

Table 1: Improvement in the structures that is required

(Source: Created by author)

From the survey it is seen that around 61% players want improvement in the services that are provided in the dressing room at the event. It clearly points out that the services provided at the dressing rooms are not up to the mark. Around 24% of the players want better sports gears during the matches and the training sessions. 28% of the players want better medical services on and off the field. The field quality was objectionable in the view of 9% of the players and 18% players had security issues on the field during the matches of the event in the previous versions of the game.

FIFA has held this global event since 1930 and this will be the 21st version of the game. In which departments of the Tournament do you feel there should be improvements in the versions of the event in Australia?

Departments that require improvement	The percentage of players agreeing with the improvement
Services provided at the hotels	60%
The travelling services from site of the event to the hotels	45%
The translator services required during press conference and other meetings	18%
Improvement in security provided to the family of the players	25%

Table 2: Departments that require improvement

(Source: Created by author)

After the survey was conducted it can be seen that around 60% of the players want betterment in the services that is provided at the hotels. Around 45% of the players feel that there should be better travelling facilities provided for moving around freely from the training ground to the hotel, or from the event to the hotel. Moreover, few players also commented that they found it difficult to find cars if they wanted to move around to nearby places with their families during the time of the tournament in the South African version of the game in 2010. Around 18% of the players found difficulties with the quality of the translators that were provided to them during the press conferences or other meetings that were held during the running of the event during the earlier versions. Around 25% of the players wanted better security services to be provided for their families which were staying at different hotels provided by FIFA.

After the completion of the survey on several players who have participated in the previous versions of the event, another survey was conducted on the people who have participated the previous events as viewers.

In which portions of the tournament do you feel that audience can be provided with better services so that they feel adequately satisfied in the famous international event that occur once in four years?

Departments that demanded improvement	Percentage of people demanding the improvement
Washrooms and restrooms	36%
Seating facilities at the stadiums	26%
Car parking facilities outside the stadium	15%
Foods, beverages and drinks	23%
Stadium cleanliness	19%
Other facilities	12%

Table 3: The views of audience on departments that demanded improvement

Improvement Areas for the Tournament

(Source: Created by author)

After the survey on the audience, it was seen that around 36% of the people wanted betterment in the washrooms and restrooms that were present in the stadiums of the previous world cup events. Around 19% people wanted more cleanliness inside the stadium premises and 23% people wanted an improvement in the foods and drinking facilities available for the audience inside the stadium premises. As per the view of 15% of the surveyed audience there should be an improvement in the car parking facilities outside the stadium premises and there should be proper security installed for the proper guarding of the cars. The seating facilities inside the stadium are objectionable as per the views of 26% people and 12% of the people feel there should be betterment in other facilities.

After the survey is conducted the views of the surveyed people are recorded. The experts of the organisational committee sit with these recorded survey data and they analyse the genuineness of the issues that is faced by the people who are surveyed. This analysis if the views of the people help in improvement in the understanding of the areas that should be given better care in the upcoming 2018 FIFA World Cup in Australia. The new ideas that are provided by the surveyed people can be placed in a different list and short-listed as per their importance and then implemented depending on the budget that is present after the improvement of the already existing services.

This step involves the shortlisted ideas being put to effect after it has been finalised by the organising committee so that they are included in the 2018 World Cup. All the members of the organisational committee should be given special instructions schedules so that they are able to work properly on the areas that need special care. The demands of the participants and the Audience should be kept in mind during the implementation of the works that will be conducted. There should be proper officers who will be recruited and they will keep the committee updated about the progress in the amount of work.

The organisational committee should appoint special staffs who will stay on command of proper supervision of the work progress of the Tournament. With the help of proper surveillance and security checks it should be ensured that no employees are able to secretly pass out any personal data which can cause harm to the participants, viewers or anyone of the organisational committee or the invited guests from all over the world.

Improvement Areas for the Audience

As per the view of Sharma, Gupta & Saini (2018), the requirements of the customers can be analysed after they are satisfied with the development made in the various sectors according to their demands. Requirements of products at the 2018 FIFA World cup event can be evaluated in four sections:

The investment and fixing of the budget is will be done by the organisational committee in this part. It shall consist of the total amount of money that will be required for the installation of all the services that will be provided inside the stadium. The cost planning should be made accurate and the implementation should be made specific. The extra costs should be eliminated from the planning. It should be kept in mind that the budget does not increase much more after the implementation of the budget.

The quality of the products that will be provided to all the customers consisting of the audience, participants, guests and their families should all be provided with the best quality products at all times. As per the view of Sohi et al. (2016), the qualities of products that are provided by the organisational committee decide the quality of feedback they will receive in future. The employees should be made aware of providing the customers with the best quality products at all times during the event.

All the features should be made available to all the customers at all times during the continuation of the event. There should be presence of backup resources to the organisational committee at all times so that if there is scarcity of any product there is a backup always present.

This section mainly talks about the analysis of the parameters that the players and the customers shall get during the continuation of the event. The structures regarding the parameters shall be provided to all the people involved with the project. The part also describes the alternative plans that have to be kept in mind as substitute plans which might be required in case any running plan fails at any time during the running of the event. As per the view of Tenera & Luís Carneiro (2014), creating an analysis of the critical features and that are required to be followed in the tournament, ensures that there will be increased amount of satisfaction among the customers.

Management of time:

 It should be one of the most important motives of the organisation that the event should be completed in the given times. As the view of Sunder (2016), there is a continuous competition with time faced by the organisation for proper completion of the event. As the bio-geographical conditions of Australia vary from that of Russia, it should be kept in mind that continuous fluctuations of the strategies will make lots of problems. These challenges will stand as barriers for the organisation. The project managers must put multiple events at the same time so that time is saved and helps in achieving the overall deadline of the project.

Implementing Lean Project Management Strategies for Customer Satisfaction

The expectations of the stakeholders should be maintained and this enables the organisation to attain their goals. The employees who are involved in the project should be encouraged by the managers from time to time. This will enable them to bring a much better professional approach towards the work. As per the view of Goetsch  & Davis (2014), there can be a 12% hike in the work productivity by the employees if there is a motivated working team, however, it can also be seen that unhappy employees result in 10% reduction of the work productivity. The managers of the project must maintain the productivity by keeping the employees encouraged and happy.

The budget that was set for FIFA World Cup 2018 was approximately 11.8 billion dollars. Due to this huge budget it had been easy for the project managers to include much more amount of resources in their project. However, in the Australian world cup it should be seen that the project is within the budget limit that is set during the time the budget is fixed. It should be taken into notice that the budget is not exceeded and that all the resources are available for the customers at all times.

It is important for the organisation committee to understand that FIFA World Cup connects billions of people throughout the world. Therefore there should be no compromise in the requirements of the product to stay within the limits of the budget. Kerzner & Kerzner (2017) states that, events like FIFA World Cup should be organised very carefully as these are sensitive events which people take emotionally and these events also leave an effect in the national and world economy.

Lean project management is implemented with the help of five different protocols. In this project the above recommendations have been provided with the help of these five protocols.

With the help of the implementation of PMBOK the project can turn out to be more acceptable to the spectators and become profitable for the organisation. As per the view of Antony (2014), there are people from different cultural groups coming to the world cup. FIFA and the Sports Authority of Australia must ensure that there is a cultural blend of all the participating countries in the tournament. This would ensure positive feedback from the end of the consumers. In return it would be highly profitable for FIFA as they would be more acceptable and increase their customer satisfaction.

The recommendations based on the prioritisation of the processes for project management is followed by PRINCE2. This offers a very critical analysis of the management of large-scale events like the FIFA World Cup. It is based on the prioritisation of certain departments that require special attention before the start of the event. In the case of Brazil version of the WC we can see that PRINCE2 was applied in the cases of stadium management. In Australia however, PRINCE2 needs to be applied in the case of dressing room services and securities as per the requirements of the customers as seen in the survey.

As per the view of Pepper & Spedding (2014), Lean Six Sigma is the reliability on a collaborative team effort by trying to improve their performance by reducing the amount of waste performance that is generated. With the use of DMAIC Phases, it tries to improve the data-driven analysis of a project. There is an improvement brought about in the processes through various definitions, measurements, analysis and monitoring and controlling. Lean Six Sigma is useful in recruiting various staffs that are ready for performance and further train them on the basis of the requirements.

As per the view of Hertogh  et al., (2016: 256), agile practices can be brought about in a project with the introduction of technology into them. With the help of specially designed softwares the organisation committee can easily keep a record of the works that they have to do. Further, they can also keep the record of the improvements that have to be brought about in the people who are working on a particular project. The daily expenses, the entry and exit time of employees and sustainable management of wastes can also be monitored by the help of specialised software.

To manage the regular proceedings of the project there is a need of an organisational project management. As per the view of Sunder (2016:138-139), metrics must be used to assess and measure the progress in the work of the employees. These methods will enable the organisational committee to ensure the regular development of the project through a disciplined method and analysis. With the help of metrics usage, a common cause appraisal can be brought about, as a critical implementation technique is being used.

Conclusion:

The essay contains an analysis of the implementation of lean project management by FIFA in the World Cup 2018 event which shall be held in Australia. The organisation committee have conducted a survey and has tried to find out the areas in which the event needs to improve. Further the procedures that should be followed for analysis and implementation of the necessary requirements are discussed. The recommendations with respect to lean project management and its implementation procedures have been provided in the essay. Further the essay goes on to describe the parts of lean project management and its implementation in the World Cup 2018 event in Australia.

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