©2003 South-Western Thomson Learning Chapter 7 Operational Planning and Control Sport Management: Responsibility for Performance Daniel D. Covell, Peter W. Hess, Julie Siciliano, Sharianne Walker

©2003 South-Western Thomson Learning Sport Facility Management Types of Sport Facilities –Public Assembly Facilities (PAF) Management of Sport Facilities –In-house Management –Private Management and the RFP

©2003 South-Western Thomson Learning The Role of the Sport Facility Manager Building Management –Building systems, administration, marketing, budgeting, human resources Event Management –Event planning, coordination, execution, logistics, arrangements

©2003 South-Western Thomson Learning Operations Management Macro Level –Translating selected strategy into action steps or plans in each of organization’s key functional areas (Operational Planning) –Focuses on production of services Micro Level –Planning and executing events, programs, and activities –Focuses on how services are produced

©2003 South-Western Thomson Learning Operational Planning Operational Plans vs. Strategic Plans Operational Control –Management By Objectives –The Balanced Scorecard Translate the Vision Communicate and Link Objectives Business Planning Feedback and Learning

©2003 South-Western Thomson Learning Operational Planning Tools Forecasting –Quantitative Forecasts –Qualitative Forecasts Scheduling –Scheduling and Booking –Gantt Charts, Program Evaluation and Review Technique (PERT) Charts, and Event Scripts Computer Software

©2003 South-Western Thomson Learning Guidelines for Operational Planning Policies Procedures Budgets

©2003 South-Western Thomson Learning The Control Function Establish Performance Standards Monitor Performance Compare Performance to the Standards Take Corrective Action

©2003 South-Western Thomson Learning Continuous Improvement Plan-Do-Check-Act Reengineering Service Quality –Delighting Customers –Sport Facilities as Entertainment Complexes –Formal Programs and the Culture of Service (FISH!)