A
Accountability
having responsibility for.
Accounting
the function of recording, summarising, analysing, and reporting of financial transactions through balance sheets, income/profit and loss statements, statements of owner’s equity/retained earnings, statements of cash flows, and budgets.
Action plan
what an organisation wants to accomplish, articulated through goals, objectives, and strategies, and within the parameters of policies and procedures.
Administrative level
also known as middle managers; professional staff who are accountable for the day-to-day operations of specific departments or operations within a sport facility, and connect both the upper and lower levels of management within the sport facility.
Advertising
the process of attracting public attention to a sport product or sport business through paid announcements in the print, broadcast, or electronic media.
Affiliation
the most basic concept of social interaction; the need for interaction with other human beings and to be in an atmosphere of connectedness and belonging.
AFL
acronym for Australian Football League.
Amenities
the useful or desirable features of a facility or event that enhance its appeal and attractiveness.
Amortisation
the process of decreasing the value of the facility on the balance sheet over time, while taking into account the theoretical effect of time on the life of the structure of a facility, inbuilt equipment, and fittings.
Appraisal
a tool utilised in performance review for making decisions about achievement of goals, milestone accomplishments, rewards, incentives, compensation, and terminations.
Architect
the individual responsible for designing a functional facility by drawing drafts, building scale models, and being a resource to the planning committee for pre-construction processes including site studies, surveying, and securing permits.
Asset
items that are of value to a business such as buildings (fixed assets) and cash (current assets).
Atmospherics
the utilisation of the design of visual communications in an environment to entice the sport consumer’s perceptual and emotional responses to purchase the sport product or service.
Attractiveness
the relative strength of events and the facilities they take place in/at, including the number of people attending, the geographic spread of the market area, and appeal compared to the competition.
B
Balanced scorecard
a strategic planning and performance management tool that looks at organisational performance in terms of financial indicators, customer satisfaction, internal business processes, and learning and growth to create a complete picture of how the organisation is likely to perform in the future.
Balance sheet
a listing of the assets and creditors (or liabilities) of a business at a point in time which enables readers to identify the net worth (or capital of a business). The balance sheet equation is: ASSETS minus CREDITORS (or LIABILITIES) equals CAPITAL.
BARB
acronym for Broadcasters Audience Research Board.
Benchmarking
the process of measurement based on a specific set of standards of comparison.
Benchmarks
individual management tools used by an organisation to plan for evaluation, measurement, and improvement.
Brand
a name, term, design, symbol, or feature that identifies one product or service as being different from another.
Breakeven
the point at which total revenue equals total cost and where there is neither a profit nor a loss made.
Budget
the goals of a business expressed in financial terms, for example ‘to achieve a profit of $2m in the next financial year’; an organisation’s budget will typically be produced on a spreadsheet and will model how the agreed business goals are intended to pan out in practice.
C
Capacity management
the process of measuring the amount of work scheduled and then determining how many people, machines, and physical resources are needed to accomplish this work.
Capital
the net worth of a business; capital is what is left over once all creditors have been paid off – it comes in two forms: first the investment of the owners in a business and, second, profits that are retained within the business as a result of successful trading (in commercial businesses capital is also known as shareholders’ funds).
Capital costs
the expenses incurred on land, buildings, construction, and equipment related to the management and operation of a facility.
Capital expenditure
funds that are utilised by an organisation to obtain or upgrade physical assets (such as a sport facility) to increase the scope of operations for the future.
Capital investment
funds invested by a company to acquire fixed assets and further business objectives in the long term.
Capital investment appraisal
a unique type of budgeting process that involves planning for the short- and long-term investments needed to make capital expenditures on fixed assets such as sport facilities.
CERM
acronym for Centre for Environmental and Recreation Management.
Climate
forecasting the factors that will have a direct effect on the internal and external functioning of the sport facility.
Competitive tendering
also known as competitive bidding; the process of multiple organisations bidding to win the contract for providing services for a sport facility or event.
Constraints (of a project)
specific restrictions that may have an adverse affect on the scope of a project and related actions.
Consumer
an individual or organisation that purchases or obtains goods and services for direct use or ownership.
Consumer behaviour
the conduct that consumers display in seeking out, ordering, buying, using, and assessing products and services that they expect will satisfy their needs and wants.
Contingency plan
the steps taken before, during, and after an incident.
Contract
a legal and binding agreement between two or more parties; can be written or verbal
Contract management
the process of creating, executing, and reviewing legal and binding agreements to ensure operational and financial performance has been implemented, or risk reduced.
Contractor
the main builder for a sport facility.
Controlling
monitoring resources and processes to achieve goals and objectives in an efficient manner.
Coordinating
see controlling.
Corporation
a business ownership structure created under the laws and regulations of governmental authority made up of a group of individuals who obtain a charter authorising them as a legal body where the powers, rights, authority, and liabilities of the entity are distinct from the individuals making up the group.
Creditor
a trading partner, business, or agency to whom money is owed. Creditors might include staff, suppliers, and tax authorities. Creditors are also known as ‘liabilities’.
Crisis management plan
a pre-event process undertaken by organisations to prepare for and deal with a major incident that threatens to harm the organisation, its stakeholders, or the general public.
CSO
acronym for community service obligations.
CSQ
acronym for customer service quality.
Cue sheet
a detailed listing of prompts and indicators used by an event manager during the production of an event or during a broadcast.
Current assets
items of value that are used for day to day trading activities and there is an expectation that current assets are either cash or will be turned into cash (for example debtors paying up) in the next year.
Customer satisfaction
the extent to which service attributes meet the needs of facility users.
D
Data benchmarking
involves comparison with numerical standards (e.g. averages) calculated for performance indicators in a particular service.
Debt
money owed to a business – most commonly for sales made on credit or the money owed on a loan.
Debt financing
money or capitalfrom those who are prepared to loan money for the development of a business in return for a fixed rate of interest and the knowledge that in the event of business failure they will get their money back.
Decision making
management role that includes initiating change, resolving disputes, and conducting negotiations with internal and external entities.
Depreciation
see amortisation.
DESTEP
acronym that stands for the external environments: demographic, economic, sociocultural, technological, ecological, and political.
Destination image
any visual, oral, or written representation of a tourism location that is recorded and can also be transmitted to others, including the overall impression that a place creates in the minds of various target groups.
Destination marketing
the process of identifying tourists and communicating with them to ascertain and influence their interests so as to formulate and adapt tourist products with a view to achieving optimal tourist satisfaction.
Development
additional education that furthers skills and value to an organisation.
Discretionary income
see disposable income.
Disposable income
the amount of money available for spending after all expenses have been accounted for.
DMO
acronym for destination marketing organisations.
Dream Society
the ultimate societal type because it combines material wealth (we no longer struggle to survive) with emotional wealth and fulfilment.
Drivers
sub-elements contained under individual pillars that are not direct measures of impact but are critical dimensions of an event’s impact.
E
Economic impact
the net economic change in a host community that is directly attributable to a facility or an event.
Economic impact study
a commissioned analysis that attempts to model the future economic impacts of a sports facility or to measure the actual economic impact of a facility or an event.
Economics
the process of utilising scarce resources to drive the production, distribution, and consumption of products and services.
EFQM
acronym for European Foundation for Quality Management.
EIA
acronym for environmental impact assessment.
EMBOK
acronym for event management body of knowledge.
Employment
the process of making a living through work or conducting business.
Environmental impact
the measurement and management of possible adverse effects caused by the development, infrastructure, management, and operation of a sport facility or event.
Environmental management
the process of managing the interaction between the human environment and the physical environment/habitats.
Equity
a subset of effectiveness concerned with the fairness of how a service is being delivered, such as the need to know what type of people are accessing a service as well as how many people are accessing it.
EURICUR
acronym for European Institute for Comparative Urban Research.
Event
an infrequently occurring activity outside normal programmes, or activities of a sponsoring or organising body that provides the opportunity for a leisure, social, or cultural experience outside the normal range of choices of everyday experience.
Event management
an all-encompassing term referring tothe development of the event from conceptualisation through activation to implementation and eventual evaluation by event managers.
Event portfolio
a strategic configuration of events hosted by a community, rather than just an individual list of all events.
Executive level
professional staff within an organisation that has the most power and authority, is made up of senior or top managers, and is usually responsible for the majority of the overall management and operation of the organisation.
Experience marketing
the process of offering more value through additional activities that entice customers to want to come back to a sport facility or attending an event because of their positive encounter.
F
Facility management
an all-encompassing term referring to the maintenance and care of commercial and non-profit buildings, including but not limited to sport facilities.
Feasibility analysis
a systematic process of determining the viability and practicality of a specific project.
Feasibility study
an examination of the likelihood that an idea or concept can be transformed into a business entity.
FIFA
acronym for Federation Internationale de Football Association, the governing body of world soccer.
Finance
the process of money management through the allocation of assets and liabilities via investments, in order to improve the organisation’s financial position in terms of profitability, leverage, activity, and liquidity.
Financing
the act of obtaining or providing money or capital for the purchase of a business enterprise.
Forecasting
the process of predicting or estimating a future happening or trend.
G
Games overlay
physical and operational adjustments applied to all venues to ensure consistency in implementation of policies, procedures, and levels of service during the time period of an event such as the Olympic Games.
GDP
acronym for gross domestic product.
General staff
the specialists within individual units who complete the tasks as assigned by the management structure.
Goal
specific accomplishments to be achieved within a specific time period.
H
Hallmark event
a prominent exposition, cultural, or sporting activity with high prominence within the tourism market and global image presence.
Hazard
an occurrence that can cause personal injury, property damage, or economic loss.
HKJC
acronym for Hong Kong Jockey Club.
Human resource management
the logical and strategic supervision and management of the most important asset within an organisation: the employees. Without a quality group of individuals working for the facility, goals and objectives could not be met, tasks would not be completed, and customers would not be served.
I
IAAF
acronym for International Association of Athletics Federations.
IF
acronym for International Federation.
Image
see destination image.
Impact
how a facility or event will have a direct effect on the future development of an action.
Income
all monies that have been received or are receivable (e.g. debtors) by an organisation in a given period of time.
Indicators
the direct measures of impact on which performance is measured.
Industrial relations
the relationship between employers and employees conducted via their representative unions.
Innovation management
a structure which allows sport facility and event managers to respond to external opportunities through creativity to introduce new product, processes, or ideas to market.
Inseparability
refers to services being produced and consumed simultaneously, or in ‘real time’, as opposed to being produced first and then consumed at a later date.
Intangibility
something that is not tangible, which in facility and events usually refers to services provided.
IOC
acronym for International Olympic Committee.
IPC
acronym for International Paralympic Committee.
J
Job analysis
a common technique used to help a manager match the individual to a specific job; the process of examining and evaluating the specific tasks to be completed within an organisation and determining the best way to design a method for completing them in the most timely and relevant way.
Job description
a document that articulates the job responsibilities of a position opening and the expected competencies of candidates for the position.
K
Key result areas
the outputs that bridge the current situation of an organisation to the position the organisation wants to be in the future.
Key success factors
the functions, practices, and activities that revolve around the skills, processes, and systems of sport facilities and events as dictated by customers and the market.
Knowledge management
the acquisition, sharing, and use of intelligence, understanding, and expertise within a sport organisation to aid in the accomplishment of tasks, processes, and operations.
KPI
acronym for key performance indicator; see performance indicator.
KRA
acronym for key result area.
L
LAN
acronym for local area network.
Leadership
the process of influencing followers (employees) to attain organisational goals.
Leading
entails providing direction for the sport organisation and its staff and influencing staff to follow.
Leakage
expenditures leaving the local economy.
LEED certification
acronym for leadership in energy and environmental design; a world-renown green building certification programme developed by the non-profit organisation United States Green Building Council.
Legacy
the planned and unplanned, positive and negative, intangible and tangible structures created through a sport event and remain after the event.
Liability
a trading partner, business, or agency to whom money is owed; items may be short-term (such as an annual lease of a piece of equipment) or long-term (such as a mortgage on a piece of property).
Logistics
the time-related positioning of resources to meet user requirements.
M
Maintenance
preventative work necessary to maintain facilities and equipment.
Management
the process of planning, organising, directing, and controlling tasks to accomplish goals, meet the mission of the organisation, and work towards a vision.
Marketing
a social and managerial process by which individuals and groups obtain what they need and want through creating and exchanging products and value with others.
Marketing information system
a procedure for collecting the various data available in one place for use in making sport marketing decisions through an intricate structure involving the interacting of people, infrastructure, and techniques to gather, sort, analyse, evaluate, and distribute relevant, well-timed, accurate information for use by sport facility directors so they can develop, implement, and manage marketing plans.
Market research
the process of designing, gathering, analysing, and reporting information utilised to solve a specific issue or problem.
Master plan
a strategy for taking a vision for a sport facility and plot a path for making it a reality.
MCC
acronym for Melbourne Cricket Club (Australia).
MCG
acronym for Melbourne Cricket Ground (Australia).
Mission
the purpose of an organisation; serves as the frame of reference for goals and objectives.
MLB
acronym for Major League Baseball (USA).
MLS
acronym for Major League Soccer (USA).
MOC
acronym for management operations centre.
N
NBA
acronym for National Basketball Association (USA).
NFL
acronym for National Football League (USA).
NHL
acronym for National Hockey League (USA).
NOC
acronym for National Olympic Committee.
NRL
acronym for National Rugby League (Australia).
O
Objective
a desired future outcome; good objectives are consistent with the MASTER mnemonic.
OCA
acronym for Olympic Public Authority.
OCOG
acronym for Organizing Committee for the Olympic Games.
OGGI
acronym for Olympic Games Global Impact.
OH&S
acronym for occupational health and safety.
OM
acronym for operational management.
Operational budgeting
the process of estimating expected income and expenses over a specific period of time in the future.
Organisational behaviour
the study of human behaviour in the work environment.
Organisational chart
a graphic representation of the structure of an organisation, including the relationships of job responsibilities and reporting structures.
Organisational culture
a system of shared values, beliefs, assumptions, and understandings that influence worker behaviour.
Organisational management
the planning, organising, leading, and coordinating functions within a business that create an environment that supports continuous improvement of personnel, the organisation, and the customers.
Organisational structure
the configuration that defines how activities within a business are arranged to ensure tasks are appropriately allocated, coordinated, and supervised.
Organising
identifying resources and allocating those selected resources to meet specific goals and objectives established during the planning stage.
Orientation
the process of introducing new employees to an organisation.
Outcomes
impacts and long-term aims.
Outputs
services and short-term objectives.
Outsourcing
the process of obtaining a service by contract through an external supplier.
P
Performance indicators
measurements thatdemonstrate how effectively an organisation is achieving key business objectives.
Performance management
a visionary process of setting goals and evaluating progress toward accomplishing those goals by taking action in response to actual performances to make outcomes for users and the public better than they would otherwise be.
Perishable
something thatcannot be stored, hence ceases to exist if it is not sold when it becomes available.
Philosophy
the values and beliefs of an entity that serves as a framework for all that organisation engages in.
PI
acronym for performance indicator.
Pillars
a fundamental precept upon which outcomes are measured.
Planning
selecting and prioritising goals and objectives and the methods to be used to achieve desired results.
PMBOK
acronym for project management body of knowledge.
Porter’s competitive forces model
a model that describes the five forces that facility and event planners should review when examining competition and the attractiveness of an industry.
Positioning
how a company seeks to influence the perceptions of potential and current customers about the image of the company and its products and services.
Preliminary planning
a process involving the initial tasks that needs to be completed in preparation for a specific course of action.
Problem solving
the process of finding solutions to complex issues.
Process benchmarking
comparison of different procedures adopted in different organisations; used in conjunction with performance data, process benchmarking facilitates an understanding of the procedures which improve performance.
Pro forma
a document or a practice that is created or implemented based the conformity to a norm, such as a pro forma budget (from the Latin term meaning ‘for the sake of form’).
Programme analysis
a study that focuses on needs for the facility in terms of the programmes that are either already established or are planned to be established.
Project charter
a document that provides an authorisation for a project manager to proceed with a project, and gives them the authority to use organisational resources for the project.
Project description
a general overview of a proposed new or modified facility, including square footage, inclusions, and amenities.
Project management
the use of tools and techniques applied to diverse resources in order to accomplish a unique, complex, one-time task within time, cost, and quality constraints.
Promotions
a communications process that aids in providing information about the sport facility to consumers through the promotional mix (in sport facilities – advertising, sponsorship, public relations, and atmospherics).
Psychic income
the emotional and psychological benefit residents of a municipality perceive they receive, even though they do not physically attend events at a facility, and are not involved in organising them.
Q
Quality management
an organisation-wide approach to understanding precisely what customers need and consistently delivering accurate solutions within budget, on time, and with the minimum loss to society.
R
Recruitment
the process of identifying the human resource needs of an organisation and engaging in a search process to secure applications for a position.
Relationship marketing
the process of creating key relationships in support of a facility or an event by building and enhancing interactions with key stakeholders and decision makers to create long-term satisfaction and mutually beneficial partnerships.
RFID
acronym for radio-frequency identification.
Risk
the possibility of loss from a hazard such as personal injury, property damage, or economic loss.
Risk analysis
the process of determininghow frequently a risk may occur.
Risk assessment
the process of evaluating security-related risks from threats to an organisation, its assets, or its personnel.
Risk management
the process ofavoiding, reducing, transferring, or retaining hazards to reduce legal exposure, prevent financial and human loss, protect facility assets, ensure business continuity, and minimise damage to the sport organisation’s reputation.
Risk monitoring
the ongoing assessment and continual evaluation of possible risks and attention to new emergent risks that may affect operations.
Run sheet
a list of procedures or activities organised in a time sequence.
S
Scope (of a project)
the processes that are required to define and control the work necessary to complete a project.
Scope management
the process of defining and controlling what is or is not included in a project.
Segmentation
the process of dividing a large, diverse population with different characteristics into smaller groups with specific attributes.
Servicescape
a model used to explain the environment in which a service is developed and in which the facility/event and customer interact, which includes the exterior and interior components of a facility or event.
SIRC
acronym for Sport Industry Research Centre.
Site selection
the proposed location of a facility including attractiveness of location, acreage/hectares available, natural and environmental conditions, ease of access, and community support.
Social impact
the measurement and management of intended and unintended consequences of facilities and events that directly affect the fabric (demographics) and wellbeing of a community.
SOCOG
acronym for Sydney Organizing Committee for the Olympic Games.
Spectator
an individual who is present and observes a spectacle such as a sport event or concert.
Sportscape model
a model for analysing sport events that considers the physical facility where the sporting event takes place, and its effects on numerous areas – but especially fan satisfaction.
Sport servuction model
a model used to illustrate factors that influence service experience, including those that are visible and invisible to consumer.
Stakeholder
an individual or organisation that has a vested interest in the operational or management processes of a sport facility or event.
Strategic alliances
the process of building collaborative relationships with other organisations, such as suppliers to whom the organisation has outsourced non-core services.
Strategic planning
the creation of a comprehensive and integrated plan that is designed to look at the long-term projections of an organisation.
Strategies
the processes implemented to achieve goals and objectives.
Supervisory level
professional staff that are responsible for the day-to-day operations within a specific unit in a department are responsible to ensure that the specific tasks within their unit are completed based on the directives from their middle manager, and are the connection between the specialists working in each unit.
Sustainability
the process of being renewable for an indefinite period without damaging the environment.
SWOT
acronym for (internal) strengths, (internal) weaknesses, (external) opportunities and (external) threats.
Systems
conversion processes or throughputs.
Systems theory approach
a model of organisational effectiveness where effectiveness is determined in terms of the ability to attract and secure valuable resources, such as operating capital, physical resources, and quality human resources.
T
TAES
acronym for towards an excellent service.
Target
a precise statement of what is to be achieved by when; can be tangible (such as a stadium or arena) or intangible (mission and vision).
Targeting
the process of seeking to find the best way to get a product’s image into the minds of consumers, and hence entice the consumer to purchase the product.
Tender
see competitive tendering.
Threat
a product of the intention and capability of an adversary to take an action which would be detrimental to an asset.
Timelines
the listing of specific benchmarks, deadlines, and schedules related to effective and efficient management and operation.
TOP
acronym for The Olympic Programme, which is the sponsorship and partnership programme managed by the International Olympic Committee.
Training
the specialised or extensive education an employee receives related to their job responsibilities.
U
UK
acronym for United Kingdom.
US
acronym for United States.
USA
acronym for United States of America.
V
Variability
refers to the changes in consistency from one service to the next.
VIP
acronym for very important person.
Vision
where an organisation wants to be in the future.
VMEC
acronym for Victorian Major Events Company.
Volunteer
a non-employee who willingly becomes involved with an organisation or event for no compensation to assist with a need that could not otherwise be offered.
W
Wastage
the process of inefficient or non-essential use of resources.
WBS
acronym for work breakdown structure.
WICA
acronym for World Indoor Championships in Athletics.
WWE
acronym for World Wrestling Entertainment.