BUS20007 - Procurement Management Assignment 1 : Research project - Literature Review Focus article: https://www.news.com.au/sport/football/world-cup/optus-sport-says-it-has-fixed-issues- with-streaming-service-and-will-not-repeat-mistakes/news-story/ 6f814ce1e45970b2cdc58d16825c2abd
BUS20007 - Procurement Management The term 'quality' is often seen to surround any and all businesses. ISO 9000 has defined it as 'the composite of all the characteristics of an item, product or service that bears on its ability to satisfy stated or implied needs'. The quality of the products or services that a company produces can, and often will, shape how consumers perceive the company itself, hence just as good quality will have positive impacts on the customer base, poor quality will draw negative effects. Meeting the needs and expectations of consumers is one of the core steps in maintaining a successful company. The FIFA World Cup is a much anticipated competition, and the most recent was no exception. The competition was surrounded by an abundance of excitement not only in the lead up, but throughout the entire competition as it was played out. The 2018 World Cup had a slight change compared to previous years - the 2018 competition found a 'paywall' formed through an $8 million deal between telco company Optus and SBS regarding the streaming rights for the competition. The deal made between the two found Optus gaining exclusive rights from SBS to broadcast each and every game of the series, leaving the original rights holder and 'free-to-air broadcaster', SBS, to only show Australia's group matches amongst a selection of others. Optus found themselves in significant downfall when they were unable to provide the quality in service that was expected of them. The 'skyrocketing' fury that lingered from thousands of furious football fans surfaced from the simple reality that the quality of the service that they had payed for was far from what they received. The unforgettable quality problems in their streaming caused backlash reaching hysterical heights. The ability of the telco company to integrate total quality management in their operations became questionable, as it became clear of their failure to meet, let alone exceed the expectations of their consumers through the planning and controlling of the system they were providing. Optus chief executive had bought to focus the inability of the service to keep up with the mass viewing of the competition at the point of downfall, explaining that the 'unprecedented demand' was the grounds for such technical issues. Although the technological abilities to deliver the 2018 World Cup had been tested throughout the english premier league, pointing blame towards the unexpected number of viewers is simply inadmissible when taking into account the demand from previous years of the World Cup. Following an abundance of frustration on behalf of the football fans left watching a blank screen, Optus followed accepted practice of offering a full refund to all customers in order to compensate for the inability to watch the series through the service without ongoing interruption. The quality failure of Optus' streaming service caused major loss to the company in having to offer a refund to all customers