Analyzing The Voice Of Customers For Successful Implementation Of FIFA World Cup 2018

Methods

Description

Interview session of the customers

The face to face meeting is helpful for analysing the requirement, need, desire, and expectation of the customers.

Survey

The survey of the venue place helps in analysing the management of facilities and services provided to the customers

Live Chat

The Live chat with the top executives and stakeholders helps in analysing their requirement

Social Networking platform

The interaction through the social media helps in enabling the formal and informal communication which results in predicting their requirement

Database of previous year

The gaps and errors of the previous year event should be analysed to overcome with the implementation of mitigation strategies for the project success

Customer Reviews and feedback

The reviews of the customers should be analysed for managing the problems and concern raised by the customers and the clients

Focused Group

The organisation of the official meetings with the focused groups helps in analysing the concern, required features and facilities, use of innovative technology and others to lay down the event successfully.

Categories

Types of customer

Need

Desire

Internal Customers

Project Manager

Requirement specification plan

Date of project start up

Date of Project finish and completion

Completion of the project within the given time and cost

Board of directors

Arrangement of requirement resources for the event

Organization of the event successfully

Project Sponsors

Project activities report

Event documentation

Project success

Event Organizer

Project schedule

Required delivery of services

Quality standards

Seating arrangement

Venue place

Time and event date

Coordination and cooperation among the team members

Event coordinator

Deployment of the event sequentially

Managing coordination and cooperation among the activity schedule

Financial Manager

Market price of the resources

Estimated cost of the project

Estimated cost of the project should be more than the actual cost of the event

Food and Catering manager

List of menu items

Quality of food required

Customers are provided with the quality of food

External Customers

Players

Living room

Sanitary facility

Food

Uniform

Spot Kit

Sport Shoes

Standard quality living room, sanitary facility, food, uniform, sport kit, sport shoes, and others

Delegates

Food

Refreshment

Rest Room

Quality of service

Felicitation

Customers

Food

Refreshment

Rest room

Seating arrangement

Temperature control

Quality of service in getting food and seating arrangement

Guests

Food

Seating arrangement

Vehicle and transportation service

Quality of service in getting food and seating arrangement

Particulars

Quality Standards and policies

Quality control principles

Review of Customers need and desire

The requirement specification plan designed by the customer requirement should be reviewed for designing the quality standards with respect to food, place, seating arrangement, and others

Periodic arrangement of meetings with the top executives and board of directors for analysing the required changes and managing the issues

Managing procedures

The scheduling of activities should be synchronised for implementing the event on the specified date

The specified duration of the activities should be mentioned for completing the project activities

Leadership

The values and ethics of the members participants should be given privilege

The feelings and opinion of the stakeholders should be taken into consideration for designing the project plan

Voice of customers

The standard should be developed for managing the need and desire of the customers

The checklist should be prepared for analysing the customer requirement

Changes required

Systematic view of the required changes in the implementation of the event

Deployment of the changes in the active plan of the event

Analysis of the risks

The identification of the risks helps in completing the event successfully

The proactive development of the risks mitigation plan helps in completing the project actively

Enhanced Decision

The decision making capability of the manager can be improved by deploying the training and development program

Setting of priority in the activity schedule helps in completing the tasks without any delay

Principles

Description

Enhancing the voice of customers

The capability of the customers to express their feeling and thoughts helps in improving the quality of the event

Managing value stream of the processes and activities

The duration of the time allocated should be according to the requirement

Reducing waste

The wastage of the resources can be effectively minimised

Removing Non-value added work

The elimination of the non-value added work helps in completing the project within the given time interval (Saeed, Lodhi, Munir, Riaz, Dustgeer, and Sami, 2013)

Best Practices

Processes

Elaboration

Description

PMBOK

PMBOK is comprised of 5 processes which are categorised as:

1. Initiating

The project initiation means visualising the goal and mission of the organization by analysing the stakeholder requirement, need, and desire (Firesmith, 2013).

2. Planning

The planning process focuses on identifying the in-scope and out-of-scope activities of the project. It helps in identifying the duration of the project, budget constraints, and timeline constraints associated with the project.

3. Executing

The execution process helps in identifying the work flow and synchronization of the process among the team members

4. Monitoring and controlling

The monitoring and controlling process structure are used for identifying the changes required in the project for improvement

5. Closing

The project ends with the significant and satisfactory acceptance of the project outcome by the clients and the customers (Rauber, 2014)

PMBOK works on three standard principles which are classified as:

1. Value of the process and procedures to the company for completing the given task

2. Increasing the work efficiency of the member participants by analysing the flow of information between the units

3. Proactive identification of risks associated with the proposed project for designing the risks mitigation plan

The Project Management body of knowledge is the certified standard for the successful implementation of the project strategy to receive the required quality of work and project completion. The deployment of the five processes helps in identifying the risks proactively which results in increasing the acceptance criteria and success of the project

Prince 2

The PRINCE 2 Methodology is composed of 7 processes which are classified as:

1. Project Start-up

2. Project Initiation

3. Project Direction

4. Project Controlling

5. Project Management and delivery of the product

6. Project acceptance and change management

7. Project Closure

The synchronisation plan for the project processes helps in achieving the successful acceptance of the project by the stakeholders. The development of the documentation and direction control for managing the flow of work between different units of the project helps in meeting the quality standard and the given timeline of the project

The PRINCE 2 Methodology focuses on developing the following for the successful achievement of the end product:

· Analysis and evaluation of the review plan (Lindh, 2012)

· Analysis of the business case

· Analysis of the business checkpoints

· Analysis of the communication strategy

· Analysis of the record and documentation

· Analysis of the daily record

· Analysis of the end project report

· Analysis of the issues register

· Analysis of the lesson log

· Analysis of the quality standards and protocols

· Analysis of the quality standards and protocols

PRINCE 2 is the project methodology which divides the project into controllable phases (Mansfield community, 2013). The execution of the different phases helps in completing the project by managing the risks associated with the project, meeting the required quality standard of the project, organizing the business management plan for coordination and cooperation among the team members, implementation of the change management plan for improvement, and analysis of the progress report of the project (Wilson, 2012)

OPM

The project management office is used for identifying the guidelines for taking an effective and efficient decision for the benefit of the organization. It is basically structured for three process:

· To provide consultancy support to the project manager and top executives

· To establish the control and monitoring system

· To establish direction for achieving the project objective, mission, and goal

The PMO policies and procedures are designed for four parameters to bring efficiency in the achieving the goal and objective of the organization which are categorised as below:

· Enterprise PMO is used for managing the strategic operational plan

· Divisional PMO is used for designing the role and responsibilities of the participants

· Project PMO is used for establishing the control and monitoring system

· Project Management Centre of Excellence is used for identifying the quality standard

The project management office helps in identifying the quality standards and protocols which are developed for meeting the desired acceptance criteria. The Execution of the project can be identified by managing the documentation and guidelines of the project plan (Moujib and Aziz, 2017)

The implementation of the OPM is comprised of various activities which are comprised of development of the financial plan and report initialization, managing the agreement and contracts with the vendor and the sub-contractor, initialization of the infrastructure management activities, selection of the required staff, developing activity schedule and master plan for the working activities in progress, analysing the risks assessment and identification of the potential risks, designing of the documents, preparation of the communication management plan, initialization of the quality acceptance and controls, managing acceptance and success criteria, and development of the project closure activities.

Agile

The agile project management methodology is comprised of five processes which are defined as:

1. Managing the vision of the organization

It helps in establishing the product requirement and developing the initialization of the project

2. Development of the return on investment:

The monitoring of the ROI helps in achieving the goals and objectives of the enterprise. The setting of priorities to the functional programs helps in managing the success of the project

3. Initialization of the iteration process

The iteration process helps in selecting the required staff for the project and focuses on establishing required changes in the project management plan

4. Process management:

The scrum methodology is followed for meeting the ROI requirement of the project objective. The focus should be given on managing the review meeting to demonstrate the obstacles in the path of the project progress. The emphasis should be given on determining the complexity of the project.

5. Product Release

The official release of the product should be developed according to the requirement of the project. The competitive advantage can be gained by setting the delivery date of the product

The development of the project vision and analysis of the goal and objectives helps in determining the obstacles and complexities which are associated with the effective deployment of the project plan for organizing the FIFA world cup international event. The development of the road map and communication strategy results into the avoidance of collision of information sharing. The sprint and the iteration process is used for managing required changes in the project plan deployed for achieving the success of the FIFA world cup.

The agile project management methodology is used for dividing the project activities into smaller chunks for improving the efficiency of the end product. The quality assurance and control policies helps in managing the sprints and iteration process according to the requirement of the project end result.

Lean Six Sigma

The processes which are involved in improving the project initiatives are categorised as:

· Total quality management process

· Continuous quality improvement plan

· Statistical quality control process

The accuracy of the project can be achieved up to 9.999966 by deploying the lean six sigma framework in establishing the successful plan for the FIFA world cup. The Lean six sigma policy framework is composed of five stages which helps in completing the project with approximately 100% accuracy which are described below:

Define: The vision and mission of the event organization should be clearly defined to set the project goal

Measure: The systematic reviewing and the financial analysis of the project helps in measuring the performance of the proposed plan. The key performance indicators can be used for analysing the success criteria.

Analyse: The evaluation of the key performance indicators helps in determining the success and failure of the project.

Improve: The activities and the project plan can be improved according to the analysis and monitoring of the project progress report to achieve 100% accuracy.

Control: The quality control and monitoring tools should be deployed for completing the project with efficiency

The six sigma policies are based on DMAIC project methodologies which are comprised on project definition and scope, measuring the quality metrics, analysing the root cause of the problem, improving the implementation process, and controlling the standardization process

The Lean six sigma project management methodologies is helpful in analysing the customer requirement, improvement in the project management processes, and improving financial performance of the enterprise. It focuses on reducing the waste, inventory management, improving robust processes, and others.