Lean is a systematic approach, which involves the identification and elimination of the waste, which is conducted through various processes of improvement. The lean management involves the effective utilization of people, resources, information and equipment. It also involves certain other factors which are related to time, quality, customers, communication and processes. The organizing of the Gold Coast Commonwealth Games, can be successfully conducted only after analyzing the complete project with various stages of lead project management. Then through the different lean project process, which will provide with a broader understanding of establishing events.
For organizing the Gold Coast Commonwealth Games, there are a number of aspects which requires attention. The voice of the customer, is the first aspect which has to be understood. This aspect requires understanding the customer, which involves two main questions, first is, who is the customer? And second is what the needs of the customer are?
The customers are of two types, which are internal customers and external customers (Aitken & Crawford, 2007). For organizing a successful event, it is the key factor to know the customers need and wants. The Gold Coast Commonwealth Games, is a huge event and the number of customers, both internal and external are a lot. The process of “voice of the customer”, helps in understanding the needs which can be known through various processes, which includes, direct discussions, surveys, interviews, field reports, filed complaints, focus groups, observations and customers specifications. The needs of the customer also involves various factors, the first one amongst them is, quality.
The Gold Coast Commonwealth Games, has a vision of hosting a great event, which builds great memories and also provides everyone with great benefits, to accomplish this the quality of each and everything has to be excellent and with no defects. The second factor is cost. It is going to be one of the biggest events, which will be organized for the people of Australia. So, organizing such a huge event for such great masses, everything has to be value for money (Back & Moreau, 2001). The third crucial factor is delivery. This crucial aspect of an event is a customer experience delivery (CX). This aspect, can only be fulfilled by listening to the customer’s need and knowing their opinions. The service and safety, of both the customers, internal and external is of biggest priority and the Gold Coast Commonwealth Games involve more than 6,500 athletes and millions of people too, who have to be provided with best services safely. The event has to fulfil its corporate social responsibility, which is a crucial duty of all organizers, who are a part of the event. These responsibilities also include ethical, environmental and legal responsibilities too.
For every event to be organized successfully, the organizers should know about the specific, measurable and precise needs of the customers, which have to be definitely fulfilled by the services, which they are providing (Bednarek, 2013). For the Gold Coast Commonwealth Games, the organizers have to focus on some aspects.
The organizers should know the key parts, which are most important to the customer. The things which value the most to the customer. In case of the Commonwealth games, they should conduct surveys, before the event, to know about the customers’ new expectations from the event. The organizers have to conduct a study, which will provide them, with the top attributes which the customers wants. These are ‘must have things’, which cannot be missed at all. The satisfaction of the customers, potentially depends on this factor. The services which are being provided to the customers should be measurable by them else, it will give them more satisfaction. The measurable aspect is very important to fulfil the value for money aspect. The organizers another approach towards establishing such events is targeting the customer, with a value proposition which is attractive and unavoidable. This will have an impact on the customers (Blythe, 2012). The main aim of the organizers is to know the key factors of the customers, which are crucial to target for fulfilling the critical to customer requirements. For example, easily available tickets for the customers without any unfortunate incidents.
The Critical to Quality parameters (CTQ) are elements which are used by the organizing team to know about the success of the project. The parameters can be used for both, the internal and the external customers. The parameters are also crucial to detect any requirements which are needed and will help in changing or improving such aspects (Breyfogle, 2010). The critical to quality parameters are very important to know the status of the CCRs. The following steps should be taken into consideration to develop a critical to quality tree.
The first and the most important requirement is to identify the customer needs. A CTQ should be performed on all the needs which have been identified. For organizing the gold coast event, it is of prime importance that the sales team and the representatives of customer care should build strategies, which will help in knowing about the customer’s needs. The attempt to fulfil the needs of the customers can only be accomplished by the organizing team only when the driving factors which will help in fulfilling those needs are in place. For organizing the gold coast event, the organizing team should adopt the KANO model for identifying the various driving factors (Cavaleri & Reed, 2008).
The final step towards creating a CTQ tree involves the identification of performance requirements. It is important to identify the basic performance needs which have to be fulfilled to deliver a high quality service. It is a difficult process to identify these performance needs as there are many barriers. The team should build a separate team, who will look after these driving force to deliver high quality service (Crema & Verbano, 2016). The development of the critical to quality tree for each need of the customer will generate a list of requirements, which are measurable and also are crucial to fulfil to deliver a service which is of high quality.
There are a number of practices, which can be taken into consideration for effective implementation of lean project management practices for successfully organizing the Gold Coast Commonwealth Games. The four best practices to implement lean projects have been stated below.
The value stream mapping (VSM) is an effective tool, which helps in understanding the flow of information and material. This understanding is gained while the product makes its way from the value stream. For effective lean implementation, the value stream serves as a blueprint. The organizers have to fulfil certain requirements for conducting the value stream practice, a keen observation of the process, identifies value and waste in various process, the customer’s perception about the value and also that the customer will never pay for the waste, he/she will only make the payment for value. The gold coast organizing team should look after the process and identify the value and the waste. They should be able to separate between the value and the waste. This will help in utilizing the management practices effectively, which will further help in the implementation of process (Ceric, 2014).
The focus on the customer is also referred as making sure about the customers’ happiness. It is an interrelated process in which success accompanies happiness that is a successful customer is a happy customer (Cox & Meaney, 2018). The organizers of the commonwealth games should adopt the following measures to improve their focus on the customers, they must identify the customers’ needs and expectations, facilitate the customers with a personalized experience, detect the customers who are at risk and try to convince them and change their decision, take right decision and services to the customers at the right and most appropriate time and try to build a constructive relationship with the customers. The Gold Coast Commonwealth Games organizing team have to build strong customer relationship and have to keep them in focus as it is very crucial to build this relationship, where the main focus is the customer due to the competition present in today’s world (Dzeng & Wen, 2005).
Every management process has some flaws thus, there is always room for improvement. All the different teams do not have the facility to detect, or test the process and know about its various flaws. The need for improvement practices is due to maintaining an effectiveness and accuracy in the management processes and practices. The continuous improvement practice is also a huge part of the six sigma. There are two types of continuous improvements, which are incremental continuous improvement and breakthrough continuous improvement. The Incremental continuous improvement involves making small changes to the process, practices and methods depending upon the detection of the problems. This continuous improvement method is less costly (Fine, Golden, Hannam & Morra, 2009). The breakthrough continuous improvement involves making large changes, which is decided after a team discussion on the changing item and these improvement changes are very costly. The continuous improvement practice can be applied by the organizing team by certain steps which are, make required small changes, conduct a meeting to discuss about bigger issues, identify the problem clearly and think of an improvement, generate potential solution and examine the changes, after the process of deployment.
Executive commitment involves three steps which are needed for the effective implementation of this practice. The first step is focus on results. It is very important to maintain the focus on the results and do not get distracted with any other things. To keep the focus on results it is very important to set the priority straight amongst different tasks. Also the identification of benefits is very important, to relate them with profits and cash-flow (Found & Harvey, 2007). Focusing on the practicality, is the second step and is one of the most important things in today’s world which should be practiced more often. The today’s clients have only interest in profits so they only want to the feasibility standards of a project. According to which they will make an investment. Specify the required support is the third step. In today’s world, support can only be attained if there is an explanation of the resources and requirements. The explanation of the entire plan is the prime motive. Also, it is crucial to inform the executives about the issues and the challenges (Kornfeld & Kara, 2013). For convincing the executive team, the organizer has to display a clear picture of the project, which will explain about the positives and negatives associated with the project. This is crucial as to gain support.
There are six lean management process which has to be understood for organizing the Gold Coast Commonwealth Games. The first one is Lean Six Sigma (DMAIC Methodology). There are three main components of the lean six sigma, which are- Metric – measuring of goodness, with a universal scale of measurement. Methodology – a method that encourages and provides improvement to a project and also helps in getting huge transformational changes in the organization (Li & Ma, 2014). The improvement process should focus on several factors, which include, customer needs, process alignment, it should be data driven and execution on time. Management system- there is a top down solution, which is specially designed for lean project management that is, align, mobilize, accelerate, and govern. This process is used, as it helps in reducing the lead time and helps in increasing value and cash flow, which further helps in improving the proficiencies.
The DMAIC process improvement can be defined as, D- Define (what is important?)- This is important to identify the various opportunities, which are important for the organizers of the commonwealth games event to increase their profit margins (Liner, 2007). M- Measure (how are we doing?)- This will enable the team by informing them about their current performance status. A- Analyze (what is wrong?)- This requires identification of the problems which are available in the process and to deeply understand them. I- Improve (what is required to be done?)- To find out about the solutions which are the best ones amongst them and to implement them effectively. C- Control (how can we be sure about the performance?)- This step involves controlling the success, which has been made till now. This is a simple process, which has a main focus on improvement. This can be taken into practice, if the organizing team wants to keep improving as its priority.
The second process is PMBOK, there are ten knowledge areas which has to be covered under this management process. The Project Integration Management practice involves the continuous monitoring of the process and also involve the implementation of the necessary changes which have to be made for increasing profits. The process activities of project integration management should be attempted by the organizing team activities. The project integration management follows as, Develop Project Charter, Develop Project Management, Plan Direct & Manage Project Work, Manage Project Knowledge, Monitor & Control Project Work, Perform Integrated Change Control and Close Phase.
The Project Scope Management process requires to understand and focus on two main things, which are, the thing which is included in the project and another, the thing which is excluded (O’Hanlon, 2000). The process activities which the team should implement in the pattern explained below. The Project Scope Management process is Plan Scope Management, Collect Requirements, Define Scope, Create WBS, Validate Scope and Control Scope.
The Project Schedule Management process requires the completion of the important process on time. The importance of scheduling is crucial to understand to manage resources effectively. The process activity to be implemented should be the following pattern. The Project Schedule Management process is Plan Schedule Management, Define Activities, Sequence Activities, Estimate Activity Durations, Develop Schedule and Control Schedule.
All the activities related to planning, financing, budgeting, managing costs and funding are conducted under Project Cost Management, making sure that the project has an appropriate budget. The Project Cost Management process is Plan Cost Management, Estimate Cost, Determine Budget and Control Cost.
The Project Quality Management process is for adding the quality to the project, which has been promised to the customers and to the stakeholders of the project (Philbrick, 2012). The Project Quality Management process is Plan Quality Management, Manage Quality and Control Quality.
The Project Resources Management process includes all the aspects associated with the resources, like managing, identifying and acquiring the resources for the project. The Project Resources Management process includes Plan Resource Management, Estimate Activity Resource, Acquire Resources, Develop Team, Manage Team and Control Resources
The Project Communication Management process involves dealing with information which has to be delivered in the right format, right frequency and to the right stakeholder. The process involves the effective management of communication with stakeholders (Radziwill, 2013). The Project Communication Management process involves Plan Communication Management, Manage Communication and Monitor Communications.
The Project Risk Management process includes the identification of issues, analyzing them, responding to them and their effective implementation. The process includes Plan Risk Management, Identify Risks, Plan Quantitative Risk Analysis, Plan Qualitative Risk Analysis, Plan Risk Responses, Implement Risk Responses and Monitor Risks.
The Project Procurement Management process involves managing of suppliers and vendors who are important factors of the project, from contract to performance monitoring (Spector & Sectish, 2014). The process involves Plan Procurement Management, Conduct Procurement and Control Procurement.
The Project Stakeholder Management process involves the identifying, managing and engaging the stakeholders who are affected by the project. The process involves Identify Stakeholders, Plan Stakeholders Engagement, Manage Stakeholders Engagement and Monitor Stakeholders Engagement.
In organizing the event the PMBOK process will be very effective as it will provide with very minute details related to the project. Specially, the improved management and risk management.
The third process is PRINCE2. There are seven sub-processes, which are involved in this lean project management process. Process 1: starting the project- This process makes sure that all the requirements which have to be made in advance, are in place. This process involves appointing the project manager, executive and the team. Also, this involves creating a base of the project. The main work conducted in this process is forming the initiation stage (Tan, 2011). Process 2: directing a project- This process involves making all the important decisions which are made by the project board. The decision includes the authorization of the project, plan and the closing of the project. The direction is given in an ad hoc way. Process 3: initiating a project- This process includes an understanding about the project, before any organizational investments are made. The risk management, quality management, communication management and configuration management are examined in this process. Process 4: controlling a stage- Under this process, all the other processes are monitored and controlled. If any issue arises, then it has to be solved. Process 5: managing product delivery- This process involves effective communication between the product manager and team manager. Process 6: managing a stage boundary- This process involves effective communication between the board members and the project manager. Process 7: closing the project- This process involves the examination of the product or service and knowing the results of it.
The fourth process is Organizational Project Management. This management process works along the project, portfolio and program management, which work along the project objectives and strategies (Walker, 2012). The critical success factors associated with this project are- sustainable and committed leadership, change management of the organization, continuous improvement for sustainability benefits, evaluation of feasibility, to share OPM information, evaluation of current stage. Implement the smart rules for a successful event- S- Specific, M- Measurable, A- Achievable, R- Realistic, T- Time bound.
The fifth process is Agile Practices. This process management, which is both incremental and iterative, to improve work standards and deliver effectively. This management process has four parts: SCRUM-This process framework is single team and includes artifacts, roles and events (Weisskirch & Silveria, 2005). The project life cycle of this process-selection of life cycle, attributes of life cycle, and lean approaches that include- Agile and Kanban. The other three methods are Extreme Programming (XP), Crystal and Dynamic Systems Development Method (DSDM).
Conclusion
After going through the various theories related to the lean project management, this can be concluded that the best option to organize the Gold Coast Commonwealth Games, is PMBOK. This is due to the detailed approach this process have towards the project. The knowledge and understanding of the improvement processes and risk management, is the most crucial element for successfully organizing an event. The other aspects which are also very important for launching a successful event is clear communication and a strong decision making. Project managers have to acquire various other skills too, which will help in individual growth that will further help in the project.
References
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