Strategic Lean Management: Enhancing FIFA 2018 World Cup Tournament
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This report assesses the application of lean project management principles in organizing the FIFA 2018 World Cup tournament. It emphasizes the importance of project management, analyzing key concepts such as Voice of the Customer, Critical to Customer Requirements, and Critical to Quality parameters. The report details how lean approaches can be implemented to maximize resource utilization and minimize waste, focusing on improving working processes, capabilities, and managing variances. Additionally, it explores the use of project management processes from PRINCE2, PMBOK, Lean Six Sigma, and Organizational Project Management Agile Practices within the context of the FIFA World Cup, providing a comprehensive overview of strategic lean management in a large-scale sporting event.
Assessment One: Individual Work
Managing Lean Project
1
Managing Lean Project
1
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Table of Contents
Introduction......................................................................................................................................3
Task..................................................................................................................................................4
Conclusion..................................................................................................................................... 11
References......................................................................................................................................12
2
Introduction......................................................................................................................................3
Task..................................................................................................................................................4
Conclusion..................................................................................................................................... 11
References......................................................................................................................................12
2
Introduction
Organising a tournament has a huge need of the project management on which this assessment is
based. This assessment will develop to organise the FIFA 2018 world cup football tournament.
This assessment is mainly focused to analyse the different terms related with the organisation of
the tournament. It is a kind of project which has a huge significance of the project management
which will also define in this assessment. Voice of the customer, critical to customer requirement
and critical to quality parameters terms will be explained in this assessment in regards of the
FIFA world cup football tournament 2018. Different ways to implement the lean project
management for the tournament will also be defined in the assessment. In the last part of the
assessment will identify and explain the process from PRINCE2, PMBOK, Lean Six Sigma and
Organisational Project Management Agile Practices in the context of the FIFA world cup.
3
Organising a tournament has a huge need of the project management on which this assessment is
based. This assessment will develop to organise the FIFA 2018 world cup football tournament.
This assessment is mainly focused to analyse the different terms related with the organisation of
the tournament. It is a kind of project which has a huge significance of the project management
which will also define in this assessment. Voice of the customer, critical to customer requirement
and critical to quality parameters terms will be explained in this assessment in regards of the
FIFA world cup football tournament 2018. Different ways to implement the lean project
management for the tournament will also be defined in the assessment. In the last part of the
assessment will identify and explain the process from PRINCE2, PMBOK, Lean Six Sigma and
Organisational Project Management Agile Practices in the context of the FIFA world cup.
3
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Task
Lean is a term which is used to develop a regular improvement in the working process which can
help to maximise the use of resources engaged in the project. In this approach wastage of the
resources is eliminated which supports to decline the cost of the project and enhance the usage of
these. The lean approach emphasises on the production according to the demands to manage the
value of the product and as well as to manage the cost of the product. The lean system works on
the people, space, equipment, machinery, plants and materials in producing an effective outcome
for the targeted audience. This approach effects on the improvement in the process of working,
capabilities, manage abnormality and eliminating variance. Just in time, standardise work; visual
management is the different process to manage a leanapproach.
Terms related to the project management
This term is used to collect information from the targeted audience of the project. These terms
are used in the lean project management which supports to analyse the expectation of the
targeted audience of the project. “Voice of the customer” is a process which is used to collect
feedbacks, demands and needs of the targeted customers which can be internal and external to
enhance the value of the outcomes of the project in terms of quality of the products and services.
The targeted audience of the FIFA world cup is the football lovers and fans so it is essential to
identify the needs and expectation of the football audience which can help to provide a better
service for the audience during the FIFA world cup tournament. This process will help to
implement innovative changes in the FIFA world cup 2018 from the previous tournament. It is
essential to identify the major required changes regarding the tournament time, sitting
arrangements, facilities, bookings, payments etc. (Wardman, et. al. 2013).
The Voice of the customer’s process is effective to make changes in the project in a particular
time period which helps to enhance the value of the outcomes for the targeted audience. Voice of
customer’s term is considered for the explained and unexplained needs of the targeted customers
which can help to provide a better service to the football audience during the match. It is
essential for the management to use appropriate channels to analyse the demands of the
audience. Interviews, surveys, focus group, direct discussion, field reports, customer
4
Lean is a term which is used to develop a regular improvement in the working process which can
help to maximise the use of resources engaged in the project. In this approach wastage of the
resources is eliminated which supports to decline the cost of the project and enhance the usage of
these. The lean approach emphasises on the production according to the demands to manage the
value of the product and as well as to manage the cost of the product. The lean system works on
the people, space, equipment, machinery, plants and materials in producing an effective outcome
for the targeted audience. This approach effects on the improvement in the process of working,
capabilities, manage abnormality and eliminating variance. Just in time, standardise work; visual
management is the different process to manage a leanapproach.
Terms related to the project management
This term is used to collect information from the targeted audience of the project. These terms
are used in the lean project management which supports to analyse the expectation of the
targeted audience of the project. “Voice of the customer” is a process which is used to collect
feedbacks, demands and needs of the targeted customers which can be internal and external to
enhance the value of the outcomes of the project in terms of quality of the products and services.
The targeted audience of the FIFA world cup is the football lovers and fans so it is essential to
identify the needs and expectation of the football audience which can help to provide a better
service for the audience during the FIFA world cup tournament. This process will help to
implement innovative changes in the FIFA world cup 2018 from the previous tournament. It is
essential to identify the major required changes regarding the tournament time, sitting
arrangements, facilities, bookings, payments etc. (Wardman, et. al. 2013).
The Voice of the customer’s process is effective to make changes in the project in a particular
time period which helps to enhance the value of the outcomes for the targeted audience. Voice of
customer’s term is considered for the explained and unexplained needs of the targeted customers
which can help to provide a better service to the football audience during the match. It is
essential for the management to use appropriate channels to analyse the demands of the
audience. Interviews, surveys, focus group, direct discussion, field reports, customer
4
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specifications, warranty data, complain logs etc. can be used to collect information from the
football audience to organise a better event with the quality of services (Wardman, et. al. 2013).
Figure 1: Source of the voice of customers
Source: Author
The above-presented graph has provided different sources to collect information about the
targeted audience which can help to develop and design a better tournament as per the
expectation of the internal and external customers.
The critical to customer requirement term is used for a specific desire or need of the customer
related to the product or a service. Specific measurable desire can be in the terms of speed and
quantity of the outputs from the manufacturer. Here in the case of the FIFA world cup
tournament 2018, it is essential to accomplish all of the specific desires of the football audience
which can help to provide a proper satisfaction to them. It is essential to analyse the specific
desires of the football tournament audience which can help to the implement a better project in
the year of 2018. A number of seats can be a critical requirement which can be analysed by the
voice of the customers so it can help to enhance the number of seats in the football matches. It
can be evaluated by analysing the number of people coming for a specific tournament according
5
Customer
Competitors
Buyer
Behaviour
Inbound
Communicatio
ns
Casual Contact
Market
Inteklligence
Informal /
Formal
Transactions
football audience to organise a better event with the quality of services (Wardman, et. al. 2013).
Figure 1: Source of the voice of customers
Source: Author
The above-presented graph has provided different sources to collect information about the
targeted audience which can help to develop and design a better tournament as per the
expectation of the internal and external customers.
The critical to customer requirement term is used for a specific desire or need of the customer
related to the product or a service. Specific measurable desire can be in the terms of speed and
quantity of the outputs from the manufacturer. Here in the case of the FIFA world cup
tournament 2018, it is essential to accomplish all of the specific desires of the football audience
which can help to provide a proper satisfaction to them. It is essential to analyse the specific
desires of the football tournament audience which can help to the implement a better project in
the year of 2018. A number of seats can be a critical requirement which can be analysed by the
voice of the customers so it can help to enhance the number of seats in the football matches. It
can be evaluated by analysing the number of people coming for a specific tournament according
5
Customer
Competitors
Buyer
Behaviour
Inbound
Communicatio
ns
Casual Contact
Market
Inteklligence
Informal /
Formal
Transactions
to which number of seats can be arranged in the football tournament. Critical to customer
requirements is significant to enhance the values and significance of the tournament for the
audience. It helps to provide proper assistance and care to the audience during the football
matches in the year 2018. This specific requirement accomplishment provides a pure customer
satisfaction and care. It potentially delights to the targeted audience which enhances the value of
the services as well as for the users. A number of entries, exit points, security guards, CCTV,
washrooms, vendors etc. can be considered as a specific requirement of the customers which can
help to provide a better satisfaction to the targeted audience (Hessing, 2014).
Critical to quality term is used for the metrics which are used for the attainment of the critical
to customer requirements. Overall these metrics or measures are used to provide a pure customer
satisfaction in terms of quality output to the customers. It is essential to provide better services to
the FIFA football tournament 2018 audience in the stadium and outside the stadium. It is
essential to analyse that all of the analysed critical demands, needs and expectations of the
customers are fulfilled or not by the management or organisers. For instance it has been analysed
that football match audience wants more entry and exit points in the stadium from the recent
FIFA tournament to decline the rush during the entry and exit in the stadiums so it has to be
cross-checked by the management and organisers that how many numbers of entry and exit
points were developed in the recent tournament. Accordingly, entry and exit points have to be
increased in the stadium to provide easy entry and exit in the stadium during the match (Six
Sigma, 2018).
Critical to quality term is used to evaluate the accomplishment of the critical to customer
requirement by the management and organisers to enhance the value of the customer
requirements and voice of the customers. It is essential for the management to develop some
parameters for analysed customer expectation to evaluate their efforts according to the critical
customer requirement. It supports to enhance customers satisfaction in terms of the fulfilment of
the specific demands of the customers (Six Sigma, 2018).
Implementation of lean project management
It is essential to use the project management in the successful implementation of the FIFA world
cup tournament in 2018. In the implementation of this tournament event lean project
6
requirements is significant to enhance the values and significance of the tournament for the
audience. It helps to provide proper assistance and care to the audience during the football
matches in the year 2018. This specific requirement accomplishment provides a pure customer
satisfaction and care. It potentially delights to the targeted audience which enhances the value of
the services as well as for the users. A number of entries, exit points, security guards, CCTV,
washrooms, vendors etc. can be considered as a specific requirement of the customers which can
help to provide a better satisfaction to the targeted audience (Hessing, 2014).
Critical to quality term is used for the metrics which are used for the attainment of the critical
to customer requirements. Overall these metrics or measures are used to provide a pure customer
satisfaction in terms of quality output to the customers. It is essential to provide better services to
the FIFA football tournament 2018 audience in the stadium and outside the stadium. It is
essential to analyse that all of the analysed critical demands, needs and expectations of the
customers are fulfilled or not by the management or organisers. For instance it has been analysed
that football match audience wants more entry and exit points in the stadium from the recent
FIFA tournament to decline the rush during the entry and exit in the stadiums so it has to be
cross-checked by the management and organisers that how many numbers of entry and exit
points were developed in the recent tournament. Accordingly, entry and exit points have to be
increased in the stadium to provide easy entry and exit in the stadium during the match (Six
Sigma, 2018).
Critical to quality term is used to evaluate the accomplishment of the critical to customer
requirement by the management and organisers to enhance the value of the customer
requirements and voice of the customers. It is essential for the management to develop some
parameters for analysed customer expectation to evaluate their efforts according to the critical
customer requirement. It supports to enhance customers satisfaction in terms of the fulfilment of
the specific demands of the customers (Six Sigma, 2018).
Implementation of lean project management
It is essential to use the project management in the successful implementation of the FIFA world
cup tournament in 2018. In the implementation of this tournament event lean project
6
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management can help to provide a pure satisfaction during the tournament. A process is used to
implement the FIFA world cup tournament inappropriate manner. Identification of the needs of
the audience supported to develop a direction of work. It is essential to use an appropriate project
management approach. Six Sigma approach is effective to use work on the problems identified
from the audience of the football which can help to provide a better service. The six sigma
approach helped to work on each identified problem from the process of Voice of customers. It
has helped to provide a better solution for each problem as six sigma uses the DMAIC method
which is focused on the effective solution of the problems.
Each of the customer needs is taken as a defined problem and after its,every problem is measured
by the management to organise a better tournament as per the expectation of the audience.
Analysis of the needs of the customers helps to develop better solutions focused on the root
cause of the problems. It is essential for the management of the FIFA 2018 to provide a pure
satisfaction to the audience which is accomplished by the analysis of the problem. After
analysing the root cause of the problems different solutions are developed by the management. It
is essential for the organising management of the FIFA to identify the different possible solutions
for each of the problem identified by the voice of the customer process. After it, each option has
been analysed to provide a solution with optimum satisfaction for the targeted audience of the
FIFA world cup 2018. Implementation of the solution is the most significant thing for the
management of the FIFA world cup which has enhanced the value of the service and customer
satisfaction. Control in the implementation of the solution has restricted to any negative effect on
the services by the FIFA world cup management.
Elaboration of different processes of project management
It is significant to use the project management process in the successful organisation of the FIFA
world cup tournament in the year of 2018. Successful implementation of the FIFA world cup
tournament is like a project for the management in which project management techniques and
strategies can help to make a successful implementation. PMBOK is a project management
process which mainly focuses on some specific areas to enhance the quality of the
implementation of the project. Project integration management is the first area which is related
to the project outputs. It is essential to clearly define the project output at the beginning of the
7
implement the FIFA world cup tournament inappropriate manner. Identification of the needs of
the audience supported to develop a direction of work. It is essential to use an appropriate project
management approach. Six Sigma approach is effective to use work on the problems identified
from the audience of the football which can help to provide a better service. The six sigma
approach helped to work on each identified problem from the process of Voice of customers. It
has helped to provide a better solution for each problem as six sigma uses the DMAIC method
which is focused on the effective solution of the problems.
Each of the customer needs is taken as a defined problem and after its,every problem is measured
by the management to organise a better tournament as per the expectation of the audience.
Analysis of the needs of the customers helps to develop better solutions focused on the root
cause of the problems. It is essential for the management of the FIFA 2018 to provide a pure
satisfaction to the audience which is accomplished by the analysis of the problem. After
analysing the root cause of the problems different solutions are developed by the management. It
is essential for the organising management of the FIFA to identify the different possible solutions
for each of the problem identified by the voice of the customer process. After it, each option has
been analysed to provide a solution with optimum satisfaction for the targeted audience of the
FIFA world cup 2018. Implementation of the solution is the most significant thing for the
management of the FIFA world cup which has enhanced the value of the service and customer
satisfaction. Control in the implementation of the solution has restricted to any negative effect on
the services by the FIFA world cup management.
Elaboration of different processes of project management
It is significant to use the project management process in the successful organisation of the FIFA
world cup tournament in the year of 2018. Successful implementation of the FIFA world cup
tournament is like a project for the management in which project management techniques and
strategies can help to make a successful implementation. PMBOK is a project management
process which mainly focuses on some specific areas to enhance the quality of the
implementation of the project. Project integration management is the first area which is related
to the project outputs. It is essential to clearly define the project output at the beginning of the
7
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project with appropriate quality. Integration of the activities effects on the project output so it is
essential that the whole project has to be monitored and appropriate actions are tanked to
implement the project. Process activity, develop project charter, project management plan, direct
and manage project work, manage project knowledge, monitor and control, perform integrated
change control and close project phase are the different parts of the project integration
management (Larson and Gray, 2015).
Project scope management is another area of the PMBOK in which included and excluded
factors from the project have to be defined. Plan of scope management is essential to identify
what has to be included and excluded in the project. Project schedule management is the most
significant area of the PMBOK which helps to accomplish the project in the determined time.
Each and every activity of the project has to be completed at the right time. Planning a schedule
management and control of the schedule is a significant part of this. Project cost management
is the next area of the PMBOK which supports in planning, budgeting, financing, funding and
managing costs of the project. Project quality management supports to implement quality and
manage the quality standards in the project. It supports to ensure the quality of the outputs of the
project. Planning for quality management and accordingly manage and control the quality of the
project is essential (Rose, 2013).
Project resources management supports in the utilisation of the resources as human, financial,
equipment, machine, materials etc. estimation of the resource requirement and accordingly,
management of the resources supports to maximise the utilisation of the resources in the project.
Controlling on the resources is the major thing which may support to accomplish the project in
the pre-estimated budget and cost. Acquire resources and develop a team to maximise the
utilisation of the resources in the project is a significant thing which is available in the PMBOK.
Project communication management is a significant area of the PMBOK which supports the
development of the project. It is essential to manage the flow of significant information in all of
the level of the management which is engaged in the execution of the project. It helps to enhance
the stakeholder communication to decline the misunderstandings and doubts in between the
stakeholders (Larson and Gray, 2015).
8
essential that the whole project has to be monitored and appropriate actions are tanked to
implement the project. Process activity, develop project charter, project management plan, direct
and manage project work, manage project knowledge, monitor and control, perform integrated
change control and close project phase are the different parts of the project integration
management (Larson and Gray, 2015).
Project scope management is another area of the PMBOK in which included and excluded
factors from the project have to be defined. Plan of scope management is essential to identify
what has to be included and excluded in the project. Project schedule management is the most
significant area of the PMBOK which helps to accomplish the project in the determined time.
Each and every activity of the project has to be completed at the right time. Planning a schedule
management and control of the schedule is a significant part of this. Project cost management
is the next area of the PMBOK which supports in planning, budgeting, financing, funding and
managing costs of the project. Project quality management supports to implement quality and
manage the quality standards in the project. It supports to ensure the quality of the outputs of the
project. Planning for quality management and accordingly manage and control the quality of the
project is essential (Rose, 2013).
Project resources management supports in the utilisation of the resources as human, financial,
equipment, machine, materials etc. estimation of the resource requirement and accordingly,
management of the resources supports to maximise the utilisation of the resources in the project.
Controlling on the resources is the major thing which may support to accomplish the project in
the pre-estimated budget and cost. Acquire resources and develop a team to maximise the
utilisation of the resources in the project is a significant thing which is available in the PMBOK.
Project communication management is a significant area of the PMBOK which supports the
development of the project. It is essential to manage the flow of significant information in all of
the level of the management which is engaged in the execution of the project. It helps to enhance
the stakeholder communication to decline the misunderstandings and doubts in between the
stakeholders (Larson and Gray, 2015).
8
Project risk management is a most significant area of the PMBOK which supports in the
successful implementation of the project. Monitoring and analysing of associated risk in the
project is the significant task which supports to minimise the threats related to the project. These
risks can be related to the finance, time, contracts, quality etc. factors which can affect negatively
on the project outcome. Identification of risk, classification of the risk qualitative and
quantitative factors, and plan for risk, implement risk management process and monitoring the
risk is the process to manage the risks in the project. Project Procurement Management is
related to the contracts and purchasing in the project according to requirements. Planning,
conduction and control on the procurement is the process for project procurement management.
Project stakeholder management is the lastarea of the PMBOK which can help to enhance the
engagement of the stakeholders in the project. Identification planning, managing and monitoring
of the stakeholder engagement is the process of the stakeholder management (Rose, 2013).
PRINCE2 is also a project management approach which is an abbreviation of the Project in
Controlled Environment 2 which is developed by the government commerce office of the UK.
The PRINCE2 approach works on the different principles continued business justification, learn
from experience, defined roles and responsibilities, manage by stages, manage by expectation,
focus on products and tailor to suit the project environment.
Figure 2: PRINCE2 Process to control a project environment
Source: Author
9
Thorough
Planning
Effective
Delegation
Consistent
Monitoring
Effective
Controls
successful implementation of the project. Monitoring and analysing of associated risk in the
project is the significant task which supports to minimise the threats related to the project. These
risks can be related to the finance, time, contracts, quality etc. factors which can affect negatively
on the project outcome. Identification of risk, classification of the risk qualitative and
quantitative factors, and plan for risk, implement risk management process and monitoring the
risk is the process to manage the risks in the project. Project Procurement Management is
related to the contracts and purchasing in the project according to requirements. Planning,
conduction and control on the procurement is the process for project procurement management.
Project stakeholder management is the lastarea of the PMBOK which can help to enhance the
engagement of the stakeholders in the project. Identification planning, managing and monitoring
of the stakeholder engagement is the process of the stakeholder management (Rose, 2013).
PRINCE2 is also a project management approach which is an abbreviation of the Project in
Controlled Environment 2 which is developed by the government commerce office of the UK.
The PRINCE2 approach works on the different principles continued business justification, learn
from experience, defined roles and responsibilities, manage by stages, manage by expectation,
focus on products and tailor to suit the project environment.
Figure 2: PRINCE2 Process to control a project environment
Source: Author
9
Thorough
Planning
Effective
Delegation
Consistent
Monitoring
Effective
Controls
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The above graph is showing the process provided in the PRINCE2 to control the project
environment. Planning, delegating, monitoring, controlling are the different stages of the process
to control a project environment (Bentley, 2012).
Organisational Project Management Agile Practices is effective to make changes in the
current project environment. It is an effective project management approach which helps to
implant the project management in the faster manner in any project. It provides an opportunity
for the management engaged in the project management task to use information technology to
implement the management in the project. Adoption of software can be based on the situational
needs of the project which can help to implement the management in the project (Conforto, et. al.
2014).
Lean Six Sigma management approach is effective to decline the cost of the project by
eliminating the wastage. Waste can be considered in the terms of resources and efforts of the
management in the implementation of the project. Lean six sigma DMAIC method works on
defining the problems, measurement, analyse the root cause of the problem, implement a solution
and control the solution. Lean six sigma provide different benefits with an increase in profits,
decline in cost, improve in efficiency and provides a support to the stakeholders. The PMBOK
approach of the project manager will be effective to use in the organisation of the FIFA world
cup tournament 2018 (Manville, et. al. 2012).
10
environment. Planning, delegating, monitoring, controlling are the different stages of the process
to control a project environment (Bentley, 2012).
Organisational Project Management Agile Practices is effective to make changes in the
current project environment. It is an effective project management approach which helps to
implant the project management in the faster manner in any project. It provides an opportunity
for the management engaged in the project management task to use information technology to
implement the management in the project. Adoption of software can be based on the situational
needs of the project which can help to implement the management in the project (Conforto, et. al.
2014).
Lean Six Sigma management approach is effective to decline the cost of the project by
eliminating the wastage. Waste can be considered in the terms of resources and efforts of the
management in the implementation of the project. Lean six sigma DMAIC method works on
defining the problems, measurement, analyse the root cause of the problem, implement a solution
and control the solution. Lean six sigma provide different benefits with an increase in profits,
decline in cost, improve in efficiency and provides a support to the stakeholders. The PMBOK
approach of the project manager will be effective to use in the organisation of the FIFA world
cup tournament 2018 (Manville, et. al. 2012).
10
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Conclusion
On the basis of the above assessment, it has been concluded that the voice of the customer is a
significant process for any project which enhances the values of the project for the targeted
audiences. Critical to customer requirement and quality are the significant process which isa
subsidiary process of the voice of the customer's process. In the assessment different project
management approaches are defined and it has been analysed that all of the project managershas
focused on the project outcomes.
11
On the basis of the above assessment, it has been concluded that the voice of the customer is a
significant process for any project which enhances the values of the project for the targeted
audiences. Critical to customer requirement and quality are the significant process which isa
subsidiary process of the voice of the customer's process. In the assessment different project
management approaches are defined and it has been analysed that all of the project managershas
focused on the project outcomes.
11
References
Bentley, C. (2012). Prince2: a practical handbook. Routledge.
Conforto, E. C., Salum, F., Amaral, D. C., da Silva, S. L., & de Almeida, L. F. M. (2014).
Can agile project management be adopted by industries other than software
development?. Project Management Journal, 45(3), 21-34.
Hessing, T. (2014). Six Sigma Study Guide [Online]. Available at:
https://sixsigmastudyguide.com/critical-to-customer/ [Accessed on 24 Aug. 18].
Larson, E. W., & Gray, C. F. (2015). A Guide to the Project Management Body of
Knowledge: PMBOK (®) Guide. Project Management Institute.
Manville, G., Greatbanks, R., Krishnasamy, R., & Parker, D. W. (2012). Critical success
factors for Lean Six Sigma programmes: a view from middle management. International
Journal of Quality & Reliability Management, 29(1), 7-20.
Rose, K. H. (2013). A Guide to the Project Management Body of Knowledge (PMBOK®
Guide)—Fifth Edition. Project management journal, 44(3), e1-e1.
Six Sigma (2014). Critical To Quality – CTQ [Online]. Available at:
https://www.isixsigma.com/dictionary/critical-to-quality-ctq/ [Accessed on 24 Aug. 18].
Wardman, B., Kelly, L., & Weideman, M. (2013, September). Voice of the customer.
In eCrime Researchers Summit (eCRS), 2013 (pp. 1-7). IEEE.
12
Bentley, C. (2012). Prince2: a practical handbook. Routledge.
Conforto, E. C., Salum, F., Amaral, D. C., da Silva, S. L., & de Almeida, L. F. M. (2014).
Can agile project management be adopted by industries other than software
development?. Project Management Journal, 45(3), 21-34.
Hessing, T. (2014). Six Sigma Study Guide [Online]. Available at:
https://sixsigmastudyguide.com/critical-to-customer/ [Accessed on 24 Aug. 18].
Larson, E. W., & Gray, C. F. (2015). A Guide to the Project Management Body of
Knowledge: PMBOK (®) Guide. Project Management Institute.
Manville, G., Greatbanks, R., Krishnasamy, R., & Parker, D. W. (2012). Critical success
factors for Lean Six Sigma programmes: a view from middle management. International
Journal of Quality & Reliability Management, 29(1), 7-20.
Rose, K. H. (2013). A Guide to the Project Management Body of Knowledge (PMBOK®
Guide)—Fifth Edition. Project management journal, 44(3), e1-e1.
Six Sigma (2014). Critical To Quality – CTQ [Online]. Available at:
https://www.isixsigma.com/dictionary/critical-to-quality-ctq/ [Accessed on 24 Aug. 18].
Wardman, B., Kelly, L., & Weideman, M. (2013, September). Voice of the customer.
In eCrime Researchers Summit (eCRS), 2013 (pp. 1-7). IEEE.
12
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