The FIFA World Cup is an international competition contested between the national teams of the members of the Fédération Internationale de Football Association (FIFA), which is the international governing body for the football. This event takes place every four years. In 2018, FIFA World Cup tournament has been contested in Russia.
This task is about organizing the FIFA 2018 World Cup Football tournament, by applying lean management techniques. Being the project manager in charge of delivering such a significant world sport event, I would have applied lean project management for the event in an effective manner with the utilization of data-based methods in order to manage the projects, by focusing on continuous improvement of the process. The lean management emphasizes on quality, data analysis, enhanced customer value and eliminating waste through efficient utilization of time of employees as well as financial resources (Moujib, 2007). The project will put light on various lean management practices such as PMBOK, PRINCE2, Organisational Project Management Agile Practices and Lean Six Sigma (DMAIC Methodology) that could support lean project implementation in the FIFA World Cup tournament.
The Voice of the Customer (VOC) is a process which is utilized to gather the feedback or requirements of customers whether internally or externally, in order to provide best possible quality of products or services. The process is related to being proactive and constantly innovating and to be aware of the continuously changing requirements of the customers. The term “Voice of the Customer” refers to describing the assured as well as assumed requirements of customers (iSixSigma, 2018). The voice of customer can be gathered in various ways such as through direct discussion or interviews, focus groups, surveys, field reports, observations, complaint logs and many more(International Six Sigma Institute, 2018).
In the context of FIFA World Cup tournament, the internal customers are the management and employees of the organization while the external customers are the viewers, shareholders and people externally associated with the event such as broadcasting mediums. The Voice of Customer would have been captured through various interviews and discussions conducted on television and information gathered by the journalists and provided to print media. Furthermore, more information and opinion about the existing requirements would have been gathered via direct discussion with the internal customers i.e. management and employees by holding meetings or conferences. The data gathered by these ways would have been utilized to identify the quality attributes required for effectively organizing the event.
The Critical to Customer Requirements (CCR) is the expectation of the customer regarding a specific aspect of the product or service such as about the quality, speed or any other. It is such an expectation of the customer, considering which; customer might refuse to purchase product or utilize service or plan to purchase from a competitor, if the expectations are not fulfilled (SurveyMethods, 2018). As customers are considered to be as the final authority that determines the ultimate value of the product or services by their decisions to use the products or services, it is entirely based on the complicated system of critical requirements of the customers. The customer value can be described in four areas i.e. Cost, Quality, Features and Availability (CQFA).
In order to gain prosperity in business, the business process must perform well in at least one of these four areas. By performing in an excellent way in at least anyone of these quadrants, it
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can prosper, however, it should be kept in mind that level of bar of each quadrant keeps on changing rapidly, so critical requirements of the customers should always be determined on continuous basis (Lean Six Sigma.com, 2017).
In the FIFA World Cup tournament, the critical requirements of the customers considering stadium viewers would have been the accessibility of easily available cost-effective entry tickets, facility of refreshments, proper management and viewers outside the stadium would have preferred availability of screens so that they could watch the tournament on them. The critical requirements of internal customers would have been effective management and supportive employees to lead the event towards successful performance of the tournament.
Critical to Quality parameters (CTQ) are considered to be as the critical quality parameters that are associated with the requirements of customers. However, it is not similar to the CTC because it is significant to the quality of process or service in order to ensure providing things important for the customers. The Quality Function Deployment (QFD) or CTQ tree establishes relationship between the CTC and CTQ. CTQ helps in understanding the drivers of quality as per the perception of the customers so that the products or services can be delivered. CTQ Trees are considered as tools that assist in developing and delivering quality products and services. It is utilized to transform broad customer requirements in the manner that it can be measured (iSixSigma, 2018).
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In the context of FIFA World Cup event, the critical requirements regarding organizing the event would have been identified along with the specific quality drivers that would be required to meet the needs and demands of the customers identified for the effective management of the event. After the identification of the necessary performance requirements required to satisfy each quality driver, for actually providing quality service or proper management of the event, I would develop a list of performance measurable requirements that must have been met to deliver high quality of management of the overall event (MindTools, 2018).
The value in project management can be specified by the identification of objectives, deliverables and requirements. The value is considered as the end result of a project in the form of actual purchase by customers. In order to avoid development of wastes since beginning of the project, it is the duty of a project manager to establish close relationship with the clients and to maintain effective communication with them.
Value Stream is considered as one of the important areas for the project management and majority of the things taking place in a project might be out of control particularly within a strong matrix organization or in organizing such a huge event as FIFA World Cup tournament. The existing project management value stream should be analysed in order to get rid of waste in processes, and facilitate the residual value added flow. This will help to lead processes of project management towards future state of value stream. As the information flow through project management processes, the activities performed during the process add value to the information. It transforms initiating inputs data into deliverables which include scope statement, project management plan, risk register and many more.
The implementation of Lean thinking requires five core principles to be taken into consideration;
PMBOK: PMBOK is a project management guide that is developed by PMI. It defines the practices and principles related to the quality management related to the project management. It guides a project manager in context of quality issues that can affect the projects. It can be applied to the projects of different types. It offers knowledge to the project manager and the project team in context of what is required to manage the project. PMBOK is a process- oriented approach defined in the guide in terms of the activities and the inputs. In PMBOK, there are five groups of process and nine areas of knowledge that is recognized in the guide. The five process groups include (initiating, Planning, Executing, Monitoring and controlling and closing. Nine knowledge areas include scope management, cost management, communications management, project integration, human resource management, procurement management, risk management, quality management and time management (Project Management Institute, 2017). Each area of knowledge includes project management processes. PMBOK focuses highly on customers and identifying the needs and the requirements of the customers. In the area of managing the quality of the project, the recommendations in PMBOK are easy to follow as well as clear. It helps in ensuring the management of the project so that the quality of the project can be maintained in an effective manner. It focuses on following the standards and the policy. It is described in PMBOK that it is important to communicate with all the stakeholders of the project related to the progress of the project. Along with this, it has also defined the process for acquiring and identifying the resources required for the project. The description related to the method of reviewing the resource requirements is emphasized highly (Rebaiaia & Vieira, 2014).
The process that is discussed in PMBOK can be used for FIFA World Cup 2018 in order to manage the event in an effective manner. It can help in ensuring the quality of the event in an efficient manner. PMBOK includes five processes which can support in effective management of the event. The initiation process involves the development of the scope document of the event, which can help in defining the project scope and defining the areas under the scope of the project. The planning process can help in planning of the different areas of the project such as the resources required, team required to perform the different activities of the project, risk management plan for the event and such others. In the execution phase of the project, the activities related to the execution and the methods for execution of the plan can be decided effectively. In the monitoring and controlling phase of the project, the errors or the mistakes that is affecting the quality of the project can be identified. The methods to eliminate errors can be identified and applied to enhance the project quality. The closing phase of the project involves the activities related to closing of the event.
PRINCE2: PRINCE2 is a process- based method that is used for the project management. The responsibilities and the roles of the people involved in a project can be assigned in an effective manner. The processes that are involved in PRINCE2 help in explaining the information that is required to be collected. The training is important for implementing PRINCE2 so that the knowledge can be developed for managing the project. Following the guidelines for application of PRINCE2 can benefit the project (Adler, 2018). In FIFA World Cup 2018 event, the team members can be provided with the effective training so that they can perform the activities of the project in a successful manner.
Agile methods: the agile methods follow four important values that include the interactions upon the tools and the processes, customer collaboration upon the negotiation of the contract, responding to change through following a plan (White, 2008). It includes the principles that are satisfaction of the customers through the delivery of the project, managing the changing requirements, the project is the main measure of the progress, sustainable development, face to face communication, cooperation among the project manager and the clients, involvement of the motivated individuals, focus upon the technical excellence, simplicity, adaptation to the change and self-organization teams (AltexSoft , 2018). There are different methods such as eXtreme Programming, Crystal Methods, Dynamic Systems Development Method, Feature-Driven Development, Adaptive Software Development and Lean Development. The specific techniques used in these methods are different. There are many different characteristics that are common in these methods. These methods have different common characteristics that include short iterative lifecycles, constant learning, frequent and quick feedback from the customers. In FIFA World Cup 2018 event, the agile methodologies can be implemented in order to deliver quality results to the clients and to satisfy the customers in an effective manner. The agile methodologies can help in improving the project on the continuous basis through which the effective results can be delivered. The use of the right method in the project can help in enhancing the experience of the customers and successful completion of the event.
Lean six sigma: The process of lean six sigma supports in solving the problem of the project. There are five phases in lean six sigma that includes define (it focuses in defining the problem), measure (outline the current process), analyse (determine the reason of the problem), improve (apply and verify the solution) and control (maintain the solution). It is also called as DMAIC (Wedgwood, 2007). Six sigma and lean complement each other. Lean speed up six sigma in order to deliver better results in comparison to the results that are achieved through six sigma approach and lean approach separately. Lean six sigma method is the combination of two methods that helps the improvement in team of the project and provide with the tool that supports in increasing the effectiveness and the speed of the process of the project (Go Lean Six Sigma, 2012). It can help in reducing the cost of the project; can help in improving the collaboration and can help in increasing the revenue. Lean Six sigma helps in providing with the guidelines and delivers the effective quality project with the sustainable results (Alexander, 2018).
In FIFA World Cup 2018 event, the lean six sigma method can be implemented. This method can help in the effective delivery of the project of high quality. The implementation of this method can help the project manager to speed up the activities of the events and reduce the cost of the project. The problems that are taking the form of hurdles in the project can be identified in an effective manner. In order to resolve the problem, the current process needs to be analysed in order to identify the major problems in the project. After this, the implementation of the solution through its verification can be help in improving the process and resolving the problem. In this process, it is important to maintain the implemented solution for obtaining the effective results. This can help in accomplishing the event in an efficient manner.
All these methods and the processes can help in dealing with the problems and finding out the solutions for the problems. These methodologies can help in delivering the high quality event. The implementation of these processes can help in the effective management of the FIFA World Cup 2018 event in an effective manner. The elimination of the problems and the issues in the event is important in order to satisfy the customers and clients in an effective manner.
References
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