Analyzing Quality Management Challenges at West Ham United FC

This presentation provides a comprehensive analysis of quality management issues at West Ham United Football Club. It begins with an introduction to the club, its history, and its move to the Olympic Stadium, followed by a definition of quality and its evolution. The presentation identifies several reasons for the club's poor performance, including the impact of the stadium change, disconnection between the board and the fan base, and poor decision-making abilities. It then recommends solutions, such as addressing the stadium-related issues, improving fan engagement, and making better decisions through the implementation of the PDCA cycle. The presentation concludes with a summary of the findings and emphasizes the importance of maintaining quality in operations for maximizing profits. It also highlights the use of total quality management approaches like PDCA to identify and solve problems, ultimately improving performance and maintaining attributes. The presentation includes a detailed reference list with citations from various relevant sources.

Managing Quality in
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Table of content
 Introduction
 Identification and description of the concept of quality
management
 Reasons for poor quality
 Recommendation to West Ham United Football Club
 Conclusion
 References

Introduction of West Ham
• West Ham United Football Club is Currently located in Stratford, East London,
England.
• The club was founded in year 1895 by Arnold Hills and Dave Taylor.
• In the year 2000 was established as a Premier League and it was relegated in the
year 2003. In 2005 it returned to the premier league led by Alan Pardew
• Ever since amidst a lot of positives and negatives the club moved to the 57000
seater Olympic Stadium of London for a lease of 99 years
• The club was among the eight highly performing teams in revenue terms in the 20
team comprising premier league. (Deloitte Money League, 2017)

Meaning of Quality
• Crosby(1989) argues that goodness is un measurable, the quality described as
conformance to requirements is measurable
•Quality has been defined as excellence (Tuchman,1980),value (Feigenbaum,1951),
conformance to specifications (Shewhart, 1931; Levitt, 1972), conformance to
requirments (Crosby , 1979), fitness for use (Juran, 1974; 1988), product desirable
attributes (Leffler, 1982), loss avoidance (Taguchi, 1987) and meeting customer
expectation (Ryall and Kruithof, 2001; ISO 900, 2005) (see Appendix 1).
•Quality is a situation when a set of inherent characteristics consistently fulfil the
continuously changing requirements of organization’s customers and other stakeholders

Evolution of quality
Evolution of quality can be described with the help of different
stages all of them are as follows:
Inspection
Quality control
Quality assurance
Total quality management
(DTI, 2005)

Role of Quality gurus in the evolution
of quality
(DTI, 2005)

Concept of quality management
It can be defined as the process of overseeing all
the operational and executional 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
(Alvarez, Yuksel and Go 2016).

•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 (Lu and
Stepchenkova, 2015).

Reasons for poor quality
•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 ( Camillo, 2015).

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. (Du Plessis, Saayman and Van Der Merwe, 2015)

Solution
•This problem can be resolved by taking strict action against the
wrong decision that are taken previously and resulted negatively
for the organisation.
Management should address the problem and communicate to the
fans in terms of how they are going to address the problem
concerning the stadium (Peng, J., Zhao, X. and Mattila, A.S.,
2015).

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
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 (Jeon, M. M., Kang, M. M. and
Desmarais, E., 2016)