West Ham United FC: Quality Management and Performance Analysis

This presentation analyzes the application of quality management principles to West Ham United Football Club, exploring the impact of quality on performance within the hospitality, tourism, and events context. The presentation identifies the concept of quality management, highlighting its evolution and importance. It then delves into the reasons behind West Ham United's poor performance, including the impact of the stadium move, disconnection between the board and fans, and poor decision-making. The presentation recommends the implementation of the PDCA cycle as a total quality management approach to identify and address these issues, ultimately aiming to improve the team's performance. The conclusion emphasizes the significance of maintaining quality in operations and highlights the benefits of adopting a TQM approach like PDCA for continuous improvement.

Managing Quality in
Hospitality, Tourism
and Events

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Identification and description of the concept of quality management........................................1
TASK 2............................................................................................................................................2
Reasons for poor quality that may have impacted performance of West Ham...........................2
TASK 3............................................................................................................................................3
Recommendation to West Ham United Football Club to improve quality of team's
performance.................................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................6

INTRODUCTION
Quality can be defined as a conditional, subjective and perceptual attribute which is
considered by the customers while buying a product or service. For all the organisations it is very
important to take it in consideration in order to maximise profits. In hospitality, tourism and
events quality management is vital as it is related to sector where customers can be retained if
good services are rendered to them. This presentation aims at the importance of quality
management for West Ham United Football Club which is established in Stratford, East London,
England and founded in year 1895 by Arnold Hills and Dave Taylor. Concept of quality
management, reasons for poor quality and recommendations regarding enhancement of
performance have been covered under this project.
TASK 1
Identification and description of the concept of quality management
Quality management: It can be defined as the process of overseeing all the operational
and executio0nal activities that re performed by an organisation in order to fulfil demands and
requirements of its customers. Currently it has become more difficult to manage a football club
because all of them are converting in to companies nowadays and growing as well. West Ham
United Club had moved to London Olympic Stadium in year 2016 for the purpose of achieving
financial advantage but some how it doesn't worked for the club. It has not resulted in success
and created a poor season. Fans of the organisation felt that they have been sold a lie and
effected the relation between the board and fan base. All the consequences resulted due to weak
quality of the club. It is essential for West Ham to maintain and manage the quality of its
performance in order to achieve a desired level of excellence.
Evolution of quality can be described with the help of different stages all of them are as
follows:
 Inspection: It is the first stage in which different types of activities are performed by the
quality management team of the organisation. These are sorting, blending, salvage,
grading, identifying sources, corrective actions etc. All of them direct the individuals to
get detailed information regarding quality of the services that are rendered to the
customers.
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 Quality control: In this stage different steps are taken by the organisation in order to
take appropriate control over activities that are performed. Development of quality
manual, self inspection, product testing, application of basic statistics, planning,
processing of performance data and control over paperwork etc. are the tasks that are
performed under this phase.
 Quality assurance: When quality is controlled then the higher authority needs to make
sure that it is appropriate or not. It includes advanced quality planning, uses of costs,
development of qualitative system, involvement of operations, failure mode, analysis of
effects and comprehensive quality manuals.
 Total quality management: This is the last stage of quality evolution in which
organisations need to develop new policies, involve customers, manage all its processes,
measure performance and promote teamwork so that quality of the operations can be
managed.
TASK 2
Reasons for poor quality that may have impacted performance of West Ham
West Ham United Football Club was moved to London Olympic Stadium for financial
advantage but it doesn't work for it the way it was planned. It has not translated its success on the
field. The club had poor season after leaving the home ground. There are various reasons for
poor quality performance of West Ham. These are described below in detail:
 Sudden field change: The club was moved from its home ground to London Olympic
stadium. The club members were not able to adjust themselves according to the ground. It
has affected their performance at the stadium. It is not possible for the players to change
their behaviour or set them self frequently for a new place where they have to play in
future. Reason behind this is that the climate in their home ground and the new one was
not the same so they were not able to adopt the environment easily which has affected
their performance.
 Solution: This problem can be resolved by taking strict action against the wrong decision
that are taken previously and resulted negatively for the organisation.
 Disconnection between board and fan base: As the club shifted to the London Olympic
Stadium then the fans felt that they have been sold a lie and all of this affected their
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connection between the board and fan base. When number of fans of West Ham United
Football Club started to decline then it has reduced the motivation level of the players
and their performance went down. As there are no supporters remaining for the team then
moral of all the members get reduced and they were not able to perform effectively. All
the fans became frustrated, angry and disappointed from the performance of club and no
one left in the stadium to cheer. The teams were not getting support of public which
affected their work quality and poor performance.
 Solution: This problem can be resolved by enhancing performance in the ground. For
this purpose PDCA cycle can be used by the organisation.
 Poor decision making abilities: The decision making ability of the top authority of West
Ham United Football club was not good and all the board members failed to accomplish
the goal which was set by them. Moving decisions was taken to get financial advantage
but it haven't worked out as they way it was planned. The formed judgement was not
right for club and it is the main cause of poor performance of club.
 Solution: This problem can be resolved by analysing that the decision that are taken
previously are good for the organisation or not. If these are not good then the top
authority can make changes and put more efforts to take right decision for the
organisation.
All the above described reasons have resulted in the poor performance of West Ham and
the top authority needs to take appropriate actions against it so that it can be enhanced.
TASK 3
Recommendation to West Ham United Football Club to improve quality of team's performance
There are various reasons of poor performance of the club and for the managers it is very
important to find the best and appropriate ways to enhance the work quality of club. It has been
recommended to the organisation to implement PDCA cycle so that the performance of it can be
intensified. This approach of total quality management is described below in detail:
PDCA Cycle: It is continuous improvement approach which is used by organisations to
make appropriate modifications in its processes. This technique can be used by West Ham
United Football Club in order to find the causes for poor performance. All the four aspects of this
method are as follows:
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 Plan: In this step first of all the problem is required to be analysed and assessed.
Secondly appropriate strategy is formulated to resolve it. It can help to find out the
problem of poor performance by figuring out its cause.
 Do: The managers may test the potential solution of the problem in this step and then
possible results of implementing it can be assessed.
 Check: In this step results of the solutions are studied and their effectiveness to deal with
the issue is also analysed.
 Act: If results of solution are appropriate and impressive then at last the managers of
West Ham can implement it in order to resolve the issue of poor performance of club.
CONCLUSION
From this presentation it has been concluded that for all the organisations it is very
important to maintain the quality of operations so that profits can be maximised. If performance
of a company is weak then total quality management approaches such as PDCA can be
implemented. This technique may guide to find problems and their solutions. If proposed
solutions are appropriate then it can be implemented by business entities to enhance performance
and maintain its attributes.
This presentation is mainly based on West Ham United Football Club which was founded
in year 1895 and incorporated as a company in year 1900. It has decided to move towards
Olympic Stadium as it was facing ups and downs in its home town. This decision was taken to
accomplish the goal of financial advantage but it haven't resulted as as it was planned. This
movement has affected performance of the club and number of fans because team members were
not able to perform well due to changes in field. Main reason behind the poor presentation was
inappropriate decision because it was already facing ups and downs. The judgement regarding
moving has affected negatively as the individuals were not able to change themselves according
to the ground. The organisation is required to take impressive actions in order to resolve the
issues. For this purpose total quality management approaches can be adopted for making
continuous improvement. The recommended technique is PDCA (Plan Do Check Act) as it helps
to figure out the causes of issues and possible solutions to deal with them in appropriate manner.
This method analyse problems, find ways to deal with them, test them and study the result of
testing. If results are impressive then these are implemented permanently so that all the
consequences can dealt effectively.
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REFERENCES
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