ABSTRACT
Operational structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Total quality management (TQM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
General facility operating procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Facility operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Facility services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Risk management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Creating facility operations manual for sport facilities . . . . . . . . . . . . . . . . . . . . . . 139
Chapter review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Operations management for a sport facility is defined as the maintenance, control, and improvement of organizational activities that are required to produce products and services for consumers of the sport facility. In order to effectively manage operations, a sport facility manager must understand how the operational structure integrates with the operation of the sport facility. As a result, knowledge about the concept of total quality management (TQM) is crucial. TQM is a comprehensive, structured approach to operations management that seeks to improve the quality of facility services through constant refinements in response to feedback from users and staff. This chapter will also focus on general sport facility operating procedures, and
the importance of managing them within governmental guidelines and budget parameters. A general overview of facility operations, facility services, event management, and risk management concepts will be discussed. The conclusion of the chapter will provide information about the development of a sport facility operations manual, and how it builds on the human resources manual.
