Introduction
Expo 2020 Dubai, like the previous World Expos, provides the international community with a once-in-a-lifetime chance to join together and discover answers to the shared concerns that mankind faces. Its organization coincides with the government’s intentions to create a highly technological sphere with leading innovations (Singh, 2015). It provided what used to be a chance for participants to draw attention to achievements in the economic, social, technical, and scientific spheres (Ahamed and Cooper, 2014; Cull, 2022) In addition, it provides an opportunity for the development of tourism and cultural exchange (Jauncey and Nadkarni, 2014; Tournois, 2018). In order to solve difficulties in fields such as transportation, medical, manufacturing, computing, communication, and the human development index (among others), specialists have been able to share their expertise and knowledge via the Internet of Things.
Expo 2020, hosted by the United Arab Emirates, gives a forum for governments and other organizations to present ideas that have helped to shape contemporary civilization. It preserves the tradition by providing an opportunity for specialists from many professions to communicate and collaborate in order to discover answers to challenges that are specific to their respective businesses (Nadkarni and Teare, 2019). In order to underscore the need for professionals increasingly work together to develop shared answers to the key issues confronting mankind, the subject for this expo was designated as “Connecting Minds, Creating the Future” (Nadkarni, 2020). Following the emergence of the COVID-19 epidemic, which has killed millions of lives and crippled economic activity around the globe, the topic seemed especially timely. The sub-themes: opportunity, mobility, and sustainability have been noted as of great importance (Gomba, Hyland and Paris, 2018). At a time when the globe is still recuperating from the impacts of the pandemic, Expo 2020 Dubai promises to be the biggest event in the world in 2021/2022, with more than 200 pavilions and 192 nations actively participating.
The capabilities of the Technology Operations Center will play a significant role in the success of the World Expo. TOC is primarily concerned with network operations, cyber security management, managing the data center, applications, and end-user technical assistance in this forum, among other things (Abou, Younis and Hatje-Cantz-Verlag, 2021). This body is responsible for ensuring that data management, communication, and the eradication of any threats to the firm’s data are as seamless as possible. The purpose of this study is to examine how different analytical models and frameworks may be used to analyze the present maturity level of the organization and to identify potential adjustments that might assist it in moving to the next stage.
Assessment of the Operation of the Technology Operation Centre
Cyber Security Management Analysis
Taking place in Dubai, Expo 2020 is the first major global event to take place since the outbreak of COVID-19, and it will bring together stakeholders from a variety of businesses across the globe. The success of this exhibition is heavily reliant on the ability of the TOC to execute specified duties successfully (Reid, 2019). As previously stated, TOC has been allocated certain responsibilities, which include network operation, cyber-security, data center operation, application operation, and end-user technical assistance, among others. When it comes to mega-events, as Bamford and Forrester (2010) point out, there is always the continual worry of prospective cyber-attacks to consider. TOC must be capable of foreseeing, recognizing, and eliminating such risks before they may have an impact on the organization’s operations or operations of the organization. In this study, the operation conducted by the TOC that will be scrutinized is cyber security management.
At the same time, TOC must make it easier for organizations with shared interests to share data with one another. It should also make it possible for the organizer to exchange information and engage with stakeholders in an efficient manner (Tournois, 2018). It must eliminate the possibility of communication system disruptions and breakdowns. Simultaneously, it should allow parties that are not physically present at the event to follow and possibly participate in the activities through the use of representatives from their respective organizations or companies.
TOC is in charge of overseeing activities that are heavily reliant on cyberspace. Slack, Brandon-Jones, and Johnson (2016) warn that even a tiny operational error may have major ramifications for an organization’s overall performance. Many things may go wrong, particularly if cybercriminals are able to get access to your system. Their abilities include the theft of very sensitive information, manipulation of data that is critical to vital activities, theft from event participants, and even complete paralysis of operations during the event (Wang, 2020). It is necessary for the TOC to collaborate closely with other relevant parties, including particular nations and organizations participating in the expo, in order to increase the likelihood of this important global event becoming a success (Haneef, Ansari and Bhavani, 2019). The TOC is responsible for ensuring that activities run smoothly while taking all of these factors into mind.
The Current Maturity Stage of the Organisation
The operations carried out by the TOC must fulfill particular requirements in order to guarantee that they contribute to the success of the Expo 2020 Dubai. An evaluation of the present state of the activities of this organization is required to be made (Heizer, Render and Munson, 2020). The strategy framework developed by Hayes and Wheelwright is one of the most extensively used methods for portraying the phases of the contribution of operations to the performance of an organization (Russell et al., 2020). Four phases are identified, each of which defines the progress made in the contribution that operations make to aiding the success of a corporation. Table 1 highlights the four steps of the evaluation process and explains what they imply when evaluating a company’s operations. Before presenting the current state of the company, it is important to go through each of the phases.
The initial stage of the operation is regarded as an internally neutral degree of activity. Russell and Taylor (2019) explain that it is the lowest possible level of capacity, with the main purpose being to reduce negative consequences on operations as much as possible. Künzli, Puhan, and Suggs (2019) define this level as the point at which operations are regarded to be operating below expectations in relation to the given criteria. At this time, it is normal to make mistakes that might have a negative influence on the company.
Low-quality goods and services are frequent at this operating level. Management of an exhibition may be challenging since the staff may not know how to organize numerous activities or assist certain nations or companies in presenting their unique ideas globally. All but a few individuals who are required to carry out certain duties seem to be unsure of what is expected of them (Johnston, Clark and Shulver, 2015). When a massive project is just getting off the ground, it is not unusual for operations to be at this level (Haneef and Ansari, 2019). This level of operation comes with its own set of unique problems, and it must be addressed as quickly as possible. Organizations may suffer if they remain at this level for a lengthy period of time.
Externally neutral describes this model’s second stage. At this point, a company’s activities are focused on achieving and maintaining parity with its rivals in the market. McManus, Winroth, and Angelis (2020) claim that majority of operations are at this level. Efforts are made to monitor and adopt industry best practices. The management is resolute in its belief that the company’s performance is comparable to that of its rivals. Operations at this level are excellent enough to enable a company to execute its primary initiatives, according to Slack and Brandon-Jones (2019). In order to get a competitive advantage over its competitors, a company must go beyond the basics (Gaur and Gaur, 2018). Even though errors are prevalent, they are usually tolerable at this time. In most situations, dangers to the project’s development are seen before they have a chance to disrupt the organization’s operations (Hallaq, Ninov and Dutt, 2021). Expo operations will be up to the standards expected by all parties involved.
In the third stage of the model, it is thought to be self-supportive. In order to guarantee that operations complement a company’s strategy, this is the first step. This level of operations, according to Lewis (2021), provides the greatest opportunity for a company to realize its strategic objectives. A company’s current competitive advantage may be traced back to the operational strategy it adopts (Johnston et al., 2021). A company’s ability to satisfy market expectations is facilitated by its level of operation.
The company has a distinct advantage over its competitors because of its operational performance and capabilities. Operational activities at this level are regarded as dependable and efficient enough to answer the concerns of both internal and external stakeholders (Petrillo et al., 2021). There are several companies that operate at this level of development. There are very few mistakes that might have a substantial impact on the business (Bodolica, Spraggon and Shahid, 2017). In most cases, the few issues that may develop are quickly discovered and dealt with before they have a significant impact on operations. Every stakeholder is able to communicate with each other as required, and there is proper coordination of actions.
Operations at Expo 2020 Dubai may be described as being at this level at this time. TOC has developed extremely functioning systems and structures. The data required by all participants is readily available to them (Yang, 2020). Companies and specialists from different fields may get together to brainstorm solutions to common issues (Geertman et al., 2019). Cyber-attacks are still feasible, but sufficient safeguards have been implemented to reduce the likelihood of them occurring. A serious data breach has not been disclosed in a forum that is now in session. Data that is important to the participants’ operations has not been stolen or manipulated, allowing them to engage in a wide range of activities (Anthonisz and Mason, 2019). As a result of TOC’s dedication to seamless operations, this is a positive sign. There are professionals in both big data management and operations working in this project’s operations team.
For the purposes of this model, external assistance denotes the last and most advanced step of the operating process. It is at this point that all of the previous phases’ primary shortcomings have been addressed in order to significantly improve operational efficiency (Nadkarni, 2019). Organizations at this level may depend on their unique capabilities and excellent performance to gain a competitive advantage in their markets (Heizer, Render and Munson, 2020). Because of their operational excellence, these companies are generally able to meet and surpass the expectations of their customers.
Due to the high degree of efficiency, major errors are relatively unusual at this stage. There is a clear understanding of the roles and duties of the team in charge of operations (Manolitzas, Talias and Matsatsinis, 2021). There are safe and dependable forums for all stakeholders to communicate their opinions when appropriate (Reisz, 2021). It will be easier for the organization to keep track of everything going on at Expo 2020 at this point in time. Everyone that attends the expo will be given the help they need to make it a success.
Table 1: The Hayes and Wheelwright Four-Stage Model
Map of Current Process
Based on the information provided, a map showing the inputs and outputs of current activities of TOC at Expo 2020 Dubai may be created. It is reasonable to say that TOC’s operational performance is at the third level. That is not the best, but it works well enough for this event to go off without a hitch. In addition, TOC has all essential mechanisms and resources for continuous improvement. During the event, each participant has a chance to present and discuss innovative ideas that have the potential to revolutionize a variety of different sectors.
Necessary Improvements for Organisation to Reach Stage 4
The team will need to be aware of the forces that will shape the future. The capacity to adopt new technology is one of the most important characteristics that will shape the future. A new generation of communication and data management technologies is being developed to overcome the existing system’s shortcomings, according to Krajewski, Malhotra, and Ritzman (2019). In addition, new cybersecurity solutions, such as the use of artificial intelligence techniques, should be applied as traditional methods become inadequate and inefficient (Zeadally et al., 2020). It will be necessary for TOC to keep an eye on these new technologies and see how they may be used. An organization’s success depends on the ability of its stakeholders to work together to solve difficulties (Slak, 2019). Everyone visiting the exhibition should be aware that cyber-attacks may have a negative impact on anybody.
In order to deal with these risks, they need to work together. The future status will also be heavily influenced by the team’s financial capabilities. An appropriate amount of money would be required to implement cutting-edge technology that would allow us to operate at the highest levels of efficiency (Tobolski, Peronto and Sinn, 2019). For the event to succeed, the United Arab Emirates has pledged to provide the resources necessary. TOC will also require a team of highly-trained personnel who will be in charge of the expo’s operations. Operations management, big data management, cyber-security, finance and communication experts should be brought in to help improve the company’s overall productivity.
Use of Agile Framework to Move to Stage 4
The TOC must be aware of the procedures that must be followed in order to achieve the stated objectives as the process of improvement cannot be chaotic in order to be successful. In order to do this, a variety of tools, strategies, and frameworks may be used along with an algorithm of actions (Lovelock and Appleyard, 2019). Effectiveness has been shown for frameworks and methodologies based on lean, agile, and resilient design principles. An agile structure would be suitable in this situation.
In general, an agile framework identifies six steps that should be taken to achieve the intended goal, including planning, design, development, testing, release, and feedback. Using this technique, six actions may be followed to get the desired outcome. Developing a strategy for moving from an internally supporting to a more outwardly supportive operation is the first stage (Yeung and Mashary, 2019). Designing what needs to be built is then followed by the actual construction of a new operational method by the team members. After that, the new design will be put to the test to see whether it achieves its intended purpose. If it passes the test, TOC will make it the default mode of operation (Marzouki, 2019). Lastly, the team will get feedback on the revised method. Based on the team’s feedback, adjustments may be made.
Proposed Future State Map
Operations are now running at a reasonable degree of efficiency. It would be beneficial, however, to make certain changes since this is the biggest World Expo ever, and it is taking place at a time when the world community is fighting a severe epidemic (Vij et al., 2019). Only if TOC takes conscious measures to identify and address probable flaws in the existing system can the future state map be realized. Listed below are some suggestions on how to make essential adjustments to the way things are done now:
- TOC should invite technology companies and experts at the expo to help it identify and address weaknesses of its operation processes;
- TOC should have a team of highly skilled workers, including local and foreign operations management, big data management, cyber-security, finance and communication experts, responsible for managing operations at the expo;
- TOC should organize activities in order to spread the awareness of the forum’s network operations and opportunities related to tech support and cybersecurity among all stakeholders to guarantee cooperated work to mitigate issues if necessary;
- The government, through TOC, should make the resources that may be needed to fund the improvement process available not only for World Expo but for subsequent events as well. In this case, the reputation of the region in relation to cybersecurity will be substantially enhanced;
- The management of TOC should implement the latest technologies for efficient and secure communication between participants and stakeholders;
- The management of TOC should employ some of the latest and most effective cyber security features that will minimize possible attacks by hackers;
- The management of TOC should organize an efficient training for all employees involved in the process for its improvement as it requires the understanding of its stages for cooperative performance;
- There should be a regular internal audit of the current operations to help identify and eliminate possible weaknesses of the current operational process.
Benefits of Improved Process
This worldwide event in Dubai will reap several rewards if the suggested change is implemented. Both quantitative and qualitative measures may be used to evaluate these advantages. Improved inter-stakeholder communication is one of the project’s qualitative advantages. An organization’s ability to communicate without interruption is enhanced when it may be deemed externally supportive, according to Pardillo (2019). As a result, all of the participants at this event will be able to communicate effectively with essential stakeholders in a secure that cannot be affected by cybercriminals. One of the most pressing worries of the event’s planners is the danger of a cyberattack (Giardina, 2019). The enhanced efficiency will have a substantial impact on the coordination of operations. Quantitatively, the increased volume of data that can be handled in a short time is a key advantage of the new procedure.
Over 200 pavilions are part of the event, which means there is a lot of data to be handled. It will take much less time to process, store and transfer data if the operating system is very efficient, which will boost the overall performance of each business and team at the event. According to Dale, Bamford, and Wiele (2016), the new technique will also result in decreased operating costs. The organizer will be able to save money without sacrificing the quality of the service they provide to their customers. These advantages will contribute to the overall success of Dubai’s Expo 2020.
Mechanisms that Exist to Ensure Improvement
The Expo 2020 Dubai has already established procedures to guarantee that operations continue to improve. When all stakeholders have access to the same information, the results are better for everyone. The government of the United Arab Emirates has made significant investments in cutting-edge technology to help with data management and exchange (Setork and Habib, 2020). Another guarantee that the event can function at a higher level is provided by the government’s flexibility and constructive attitude towards developing technology. There are a large number of technological businesses in attendance, all of which are interested in increasing performance across various sectors (Jauncey and Nadkarni, 2014). TOC’s operations may benefit from some of their ideas. As a result, the organizers may develop better methods to carry out various tasks and reduce their total costs.
Conclusion and Recommendations
Expo 2020 Dubai’s total success will be directly affected by the operation of the Technology Operation Center. Countries, businesses, and professionals from all around the world will come together to discuss new ways to combat global issues like the COVID-19 epidemic during this year’s event. Organizers must make sure that participants can readily communicate data in a safe manner without fear of it being hacked in order for the forum to be successful. The parties engaged must raise their operating capabilities to their maximum potential degree. There are a number of ways to accomplish this goal: TOC should invite technology companies and experts to help it identify and address weaknesses in its operational processes; The government, through TOC, should make available the resources needed to fund the improvement process; The management of TOC should employ some of the latest and most effective cyber security features that will minimize possible attitudinal attacks.
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