BEST MANAGEMENT PRACTICES AMONG EVENT SUPPLIERS WITHIN

BACOLOD CITY

An Operations Research Presented to

The Faculty of the Yu An Log College of Business and Accountancy
University of St. La Salle
Bacolod City

In Partial Fulfillment
Of the Requirements for the Degree
Bachelor of Science in Business Administration
Major in Operations Management

Amar, Kynie Miles V.

Corral, Claire V.
Degala, Lyka G.
Garlitos, Kobe Lanz A.
Pahulayan, Christine
Solinap, Christal May T.

May 2023
 INTRODUCTION

Background of the Study

Events are wonderful opportunities and moments that connect people together, celebrate

a milestone, witness various cultures, and experience creativity and innovation. It allows

communities to spend time together, showcase its creativity and help improve economic activity.

According to the article published by Uttarakhand Open University, “Events significantly

contribute to community building, lifestyle and leisure enhancement, cultural development,

tourist promotion and increased visitation, volunteer participation, fundraising and economic

development; creates and develops a sense of fun, vibrancy, resulting in a strong sense of

community connectivity and pride.” In which such wondrous events are caused by the effort and

teamwork of event suppliers.

Since events are getting on demand and serious nowadays, many self-employed service

providers and entrepreneurs have set out to make a living, share their talents, pursue their

passion, and take pride in their professionalism. Being an event supplier is not an easy task as it

is not easy to make clients satisfied and retain the competitive position in the industry. Events

Suppliers are the ones who provide the products and services needed for an event. Such as the

design, food, photographers and videographers, coordinators, hosts, giveaways (photo booths or

perfume bars), venue, lights and sounds, florists and many more. Thus, the number and kind of

suppliers depends upon the events as it varies from weddings, birthdays, to seminars and many

more. They give the best service quality to satisfy their clients’ needs. Client’s satisfaction is

directly affected by the quality of services provided by the suppliers. These services are believed

to be mainly caused by the management practices of a particular supplier. Management Practices

are broken down into four categories: planning, leading, staffing, and controlling. Lacking in

proper planning can lead to miscommunication and messy coordination, improper leadership in

making the teamwork can affect the employees, hiring incompetent staff and service providers

can affect our customer satisfaction and reputational growth, and lastly unable to control the

unexpected downsides before, during, and after the event can affect the overall profitability of a

supplier.

In the Western Visayas region, the city of Bacolod has a dense urban core which means

that it has high population densities over the years. The current prediction for Bacolod's

population in 2023 is 826,869, in which these population projections and estimates are based on

the most recent UN Global Urbanization Prospects report. This shows since the population size

is getting bigger, the demand in the market economy is getting higher as well. In the past years,

people are not into trendy stuff and not hype with getting an event supplier. As the population is

getting bigger, many people are getting into stuff that is efficient in time and effort. That’s when

people find jobs in helping people with their event needs by becoming an event supplier or event

service provider.

Social media is a fantastic tool for expanding your clientele. Considering that more than

50% of people's time is spent on their smartphones, having a solid social media advertising

strategy in place is a wonderful approach to raise awareness of the event suppliers’ services

(Nadiadwala, 2019). With the help of technological advancements and the power of social

media, many people are looking for an event supplier online and many event suppliers are

reached, discovered and booked. Most of the event suppliers market and advertise their services

and packages in social media by uploading brochures and photos of their services provided.

Social media serves as a platform for promoting the next iteration of the same event or for just
showcasing the effectiveness of event planners after the event is finished. They might create the

groundwork for the subsequent event using images and videos posted on social media sites

(Nadiadwala, 2019).

Becki Cross in her article published online, mentioned some of the dark side of the events

industry. Which includes poaching staff and clients, event ideas stealers, bad mouthing

competitors, workflow and time wasting, scams, stress, illegal payments, piracy and many more.

Some acts may seem accidental or unexpected, but the researchers desire to investigate the best

management practices that particular suppliers do that makes them become trustworthy to their

clients, makes them feel safe and satisfied, have the best quality of services among their

competitors and how they are able to sustain their services and get a reasonable profit.

Statement of the Problem

This research aims to determine the best management practices of event suppliers in

Bacolod City.

Specifically, this study seeks to answer the following questions:

1. What is the business profile of the event supplier in terms of:

a. Years of operation as a service provider;

b. Location;

c. Number of employees;

d. Type of ownership;

e. Services provides and packages;

f. Operating philosophy that the business has been built on?

2. What is the profile of participants in terms of:

 a. Age;

b. Sex;

c. Position;

d. Educational Attainment?

3. What is the extent of implementation of the practices:

a. Planning;

b. Staffing;

c. Service Quality;

d. Conflict Reconciliation;

e. Marketing?

4. What are the challenges encountered by the event suppliers in terms of:

a. Planning;

b. Staffing;

c. Service Quality;

d. Conflict Reconciliation;

e. Marketing?

5. What are the management tools used by the event suppliers?

6. What are the strategies used in terms of:

a. Competition;

b. Seasonality?

7. What are the recommendations of the event suppliers to fellow service providers?
Conceptual Framework

The conceptual framework for this study is based on the four management practices:

planning, leading, staffing, and controlling. The study aims to determine the best management

practices of event suppliers in Bacolod City by investigating their business profile, compliance

with client needs, communication with staff, feedback management, staff qualifications,

delegation of responsibilities, and management of unanticipated situations.

Planning involves setting goals, objectives, and strategies to achieve the desired

outcomes. It includes identifying the necessary resources, coordinating with stakeholders, and

monitoring progress. In this study, planning will be examined in terms of the supplier's operating

philosophy, years of operation, and compliance with client needs.

Leading refers to the ability to inspire, motivate, and guide employees towards achieving

the goals and objectives of the organization. This study will explore the supplier's

communication with staff, including the most effective way of communicating conflict and

resolution and delegation of responsibilities.

Staffing involves the recruitment, selection, training, and development of employees. The

study will investigate the qualifications considered in hiring additional staff in the team.

Controlling is the process of monitoring, evaluating, and adjusting the organization's

performance to ensure that it is meeting its goals and objectives. This study will look at how

suppliers manage feedback from clients, both positive and negative, and how they control and

manage unanticipated situations that may arise during the event. The study will employ a
qualitative research design using in-depth interviews with event suppliers in Bacolod City. The

data gathered will be analyzed using thematic analysis to identify patterns and themes related to

the best management practices of event suppliers. The results of this study can help event

suppliers improve their management practices and provide better quality services to their clients.

Scope and Limitations

This research aims to determine the best management practices of event suppliers within

Bacolod City. Event Suppliers are caterers, hosts, hair stylists, make-up artists, photographers,

videographers, wedding planner and coordinators, sound system, lights, design, venue, perfume

bars, photobooths, singers and musical bands, and florists. Management practices will mainly

focus on the four categories such as planning, leading, staffing and controlling.

The study only focuses on determining the best management practices of event suppliers

within Bacolod City. In addition, anything that affects and causes the management practices of

event suppliers will be accepted in this study. An interview will be conducted to available event

suppliers, together with a questionnaire based from the statement of the problem wherein each

answer from suppliers will be consolidated by the researchers.

Significance of the Study

This section provides a thorough description of the research’s significance to the creative

service providers, clients, economy, entrepreneurs and researchers.

The findings in this research will benefit the following:

Event Suppliers. This study will be beneficial to them because this study is their main

work and part of the system. It may help them in making their business operation efficient and

effective.

Customers. This study will let customers be knowledgeable of the business, its history,

and the background, its goals and visions and they will have an overview of the business and its

respective deals and available products that the business organization will have to offer.

Economy. The outcome of this study will create more job opportunities, earn more job

skills and eventually numerous businesses will grow productively through this study.

Researchers. This study will be useful to its researchers as it reflects the aspirations and

goals of every multimedia company, basing on what the researchers foresee in the future and will

be used as a basis to strategize an organized business plan with viable goals and clear vision.

Academe. This study will benefit the institution as an additional knowledge and

reference for studies and concerns aligning to the topic. It is also not impossible for the academy

to use this basis in the future if they start to establish media related courses, managements and

projects since technological equipment has come to use handy in this present time. This study

will help them practice their institution effectively and efficiently.

Future Researchers. This may help the future researchers gain additional citations and

basis in their future research work. For those who may be interested in undertaking a similar
study, this can be beneficial for them since they may be able to regulate what needs to be done to

fill the gap and to enhance their study through the essential information.

Definition of Terms

Culture. Conceptually, culture is“The acquired knowledge people use to interpret

experience and generate a behavior.” (Spradley, n.d.). Operationally, it is the usual arrangement

or traditional belief of a community towards a particular thing and developing a habit or routine.

Demand. Conceptually, it is an economic principle that relates the consumer’s desire to

purchase goods and services and willingness to pay a specific price or amount for them (Potters

and Overcast, n.d.). Operationally, it means that it is what the majority of consumers wants and

needs towards a certain product or service.

Economic Activity. Conceptually, it pertains to the production, supply, buying and

selling of goods and services (Ackermann, 2022). Operationally, it is a business activity where

goods and services are being sold by sellers and bought by buyers.

Entrepreneur. Conceptually, an entrepreneur is an individual who creates new business,

bearing most of the risk of starting a new business venture and enjoying most of the rewards (

Hayes, n.d.). Operationally, it means being an owner who takes all the burdens from coming up

with the new kind of business or making the business bigger and benefits the most with the cash

flows even while sleeping or relaxing.

Innovation. Conceptually, it is a novel idea and solving customer pain points, and

creating value (Gutman, n.d.). Operationally, it means creating something great that can make

life and operations easier.

 Operating Philosophy. Conceptually, it is the intellectual underpinning of how you want

to run and lead the business (Blumberg, 2022). Operationally, it means the organization’s or

business main goal or objective, or mission and vision statements.

Piracy. Conceptually, it is an act of any robbery or other violent actions without

authorization and is considered as an offense against the law of nations (Jenkins, n.d.).

Operationally, it means stealing someone’s creative artwork in terms of videography and making

it available at cheaper prices.

Poaching. Conceptually, poaching is hiring an employee from a competing company,

same as getting the client from the competing business who first made contact with (Doyle, n.d.).

Operationally, it means taking away someone else’s client and suppliers from competitors

affecting their business and productivity.

Professionalism. Conceptually, professionalism is something that has to do with how you

conduct yourself during business affairs (Joseph, 2019). Operationally, it means being able to

separate personal interests from your professional jobs.

Reputational Growth. Conceptually, it is something that is meaningful to be known or

remembered for (CoBuild, n.d.). Operationally, it means being able to leave a good impression

with clients that further helps the business to grow.

Self-Employed. Conceptually, a self-employed person does not work for a particular

employer and is an independent earner by contracting with trade and /or businesses directly

(Dollarhide, 2022). Operationally, it means they are individuals who do not directly need an

employer to directly contact clients, they rather work for themselves.

Additional:
Event supplier

Service provider

Planning

Staffing

Service Quality

Conflict Reconciliation

Marketing

Management Tools

Competition

Seasonality

Review of Related Literature

Event Planning and Management (Principles, Planning and Practice)

Based on the study of Ruth Dowson, Bernadette Albert, and Dan Lomax (2022), events

promote social cohesiveness and improve the wellbeing of participants in addition to just

bringing people together. The great diversity of the organizers' and participants' cultures today is

a reflection of the people that make up the events business. There are many distinct types of

events, each serving a different function and having a rich cultural history that shows how

cultures express relationships, celebrate partnerships, mourn losses, and recognise power in
addition to being used for business, sport, and entertainment. Whether they are geared toward

general audiences or certain target audiences, many events are inclusive and of a multicultural

nature. Also, each event is distinct even though it has the same theme or is held in the same

place.

As people involved in the events industry, when we talk about "an event", we are not

talking about natural phenomena, such as earthquakes and storms, but about planned gatherings

that bring people together. It is inevitable that the gathering's goals will change. People assemble

occasionally for entertainment and occasionally for educational purposes. Yet what matters most

in this situation is that the meeting is organized and serves a purpose. The goal could be

straightforward or complex, and occasionally the event planners don't give the event's true goal

enough thought.

The Dark Side of the Events Industry

According to Becki Cross, these are true eye openers that would educate event planners

of these unsavory practices while working together to unite and keep the industry fair, honest,

professional and even better than it is today and keeping the event industry great. Every sector

contains some odious components and dishonest individuals searching for opportunities. This

tries to explain some of the industry's darker aspects that we probably don't talk about enough.

By spreading awareness, event organizers everywhere can band together to eradicate some of

these problems or at the very least lessen their effects.

Poaching Staff - Having the greatest employees is understandable, but occasionally rivals may

have a hidden agenda, such as accessing client ties, learning about your business, or harming

your company's standing in the sector. Anybody poaching personnel should be aware of the legal
ramifications depending on the jurisdiction in which the firm operates to make sure they are

doing it legally.

Stealing Event Ideas - Although the company was already aware of this, the scale of the fraud

was truly astonishing and alarming. Not only was the concept stolen, but the entire event's

branding and attitude as well. Competitors essentially adopted the same name for the event

(simply changing Expo to Show), had an identical website, and replicated every aspect of the

exhibitor packages, zones, films, branding, content, and exhibitor packages.

Poaching Clients - As the event industry is centered around people and event planners work

hard to draw clients, create lasting relationships, and maintain their loyalty, losing a client may

be devastating. Whilst many event planners feel that there is plenty of work to go round for

skilled event planners and would never dream of purposely targeting the clients of rivals in the

field, others have no such scruples and consider this as "the cut-throat world of business".

A Study on Event Management Case: Tomatkarnevalen

Even though events have always been a part of human nature. It has been incorporated

into the tourism sector as a crucial component of niche tourism, and around the world, event

tourism units are growing in popularity within travel organizations. Many prospects for

professionalism have emerged as the phenomenon has expanded into a potential for business,

and companies that organize events are springing up all around. As a result, event tourism is

becoming more widely accepted as a separate subject of study in several educational institutions.

According to Getz (1997), Authenticity is linked to uniqueness, and specialness will

increase if the attendant of the event can feel that they take part in something authentic for the

host community. The specialness of an event can be enhanced by flexible actions, such as

transferring the event in time and space. A hospitable event that welcomes its visitors will
enhance the sense of specialness. A destination can be made more tangible by hosting an event,

and thus the specialness of the destination will increase. Events that have a theme for their

functions will enhance their specialness. Using symbols and rituals for an event will certainly

also enhance specialness. An event can be special by offering an affordable opportunity for the

pursuit of leisure, and educational, social, and cultural experiences to parts of the population that

cannot afford alternatives. Specialness can be linked to convenience as well, and in an ever more

busy and work-oriented world events can offer an important opportunity for unprompted leisure

Understanding the Management Theory in Event Management: A Conceptual Framework

Event managers must deal with a constantly shifting supply chain due to the variety of

events, and quality control needs to be continuously checked. According to Tum et al. (2006)'s

approach, an important goal for event managers should be to create an integrated supply chain in

order to meet the demands of the company, the customers, and other stakeholders. A model with

four distinct stages that is primarily linear in structure is provided by Tum et al. (2006). This

model makes managerial references in terms of capacity, risk, and the supply chain. Although

their purpose is unclear, dotted lines are utilized, and there is a review aspect to emphasize an

iterative process.

The Role of Equality and Environmental Management Systems in the Evaluation of

Suppliers

According to Maciej Urbaniak and Jarosław Ropęga (2018), building a strong working

relationship with suppliers requires clearly defining the standards that must be met as well as the

effectiveness of the tools used to ensure that these standards are met, such as audits and supplier
evaluation forms based on an indicator analysis of the standards for technical quality, meeting

deadlines, price competitiveness, and providing services. The principles found in ISO 9001 are

the most widely used organizational standard, utilized by businesses to assure the necessary

quality and enhance its level, to satisfy the growing demands of customers. The ISO 9001

requirements contain standards for implementing operational processes (related to product

design, purchasing, production, transportation, storage and delivery of goods and installation of

equipment on site for the customer after the sale). The initial and ongoing evaluation of suppliers

is essential for creating these relationships. The adoption and enhancement of quality and

environmental management systems by suppliers is an important criterion in this evaluation.

Long-lasting relationships could come from the implementation and development of these

systems.

Conflict Resolution Strategies for Event Management Teams

According to the article of Siphumelele Gumede, organizing an event requires several

people to work on various tasks simultaneously, which is extremely stressful and naturally prone

to dispute. The day of the event can be even more stressful because everyone is under pressure to

do well and tensions are high. As misunderstandings occur in this environment and result in

conflict, the event will be greatly impacted by how the team handles disagreements and handles

conflict within itself. Moreover, disagreements might arise between event producers and their

patrons. In some cases, one side is required to defer because "the client is always right" and

should be treated with respect, the event planner typically defers. Yet ultimately, everyone from

the organizing staff to the client wants the event to be a success.

Conflict Resolution Strategies Within Event Managing Teams

Communicating expectations - The failure to meet people's expectations can also lead to

conflict. Everyone on the team knows who is responsible for delivering expectations, it is crucial

that you share them with everyone else as well. Focus on strategies to prevent conflict from ever

arising before considering how to handle it once it does. If people are not in the right place or are

unaware of what they should be doing at any particular time, issues can arise quickly.

De-escalating heated emotions - This is a different approach to conflict resolution that places

more emphasis on avoiding conflict altogether. When there are raised voices, tears are shed, or

hostile physical gestures are made, a situation has the potential to become tense. Your major goal

as the event management is to defuse the tension and open a line of communication between the

persons involved in the miscommunication.

Making the resolution a team exercise - Indicate to everyone the takeaways that must be

absorbed in order to prevent those errors from occurring again. Let everyone share their

thoughts on how to resolve this dispute in the future. Bring in a fourth person to help come up

with ways to help the two in disagreement if the conflict is between two team members and is

unique to them.

Factors in Influencing Customer Satisfaction in Event Planning Industry

As defined by Oliver (1981), customer satisfaction is “the summary psychological state

resulting when the emotion surrounding disconfirmed expectations is coupled with the

customer's prior feelings about the consumption experience”. Meeting a customer's needs to

ensure their satisfaction for establishments and all other businesses in the hospitality sector,

addressing a client's requirements and demands, or achieving customer happiness, is crucial.

According to Dominici & Guzzo ( 2010), customer satisfaction is also influenced by how well an

organization's products meet or surpass a customer's expectations, as well as by the customer's

perception of the value of the product. According to Davidson's research from 2003, customer

happiness is positively impacted by the service environment. The level of staff understanding of

a company's policies, procedures, and operations is referred to as the service atmosphere. The

success of a business in this field depends on its core values towards human resource

management, including resources, development, managerial procedures, and personnel hiring.

Viability of Event Management Business

The study Event Management Business in Batangas City: Basis for Business Operation

Initiatives intended to ascertain the viability of this kind of business in order to generate business

operation initiatives. It used Thompson's (2005) Dimension of Business Viability as its tool. It

provided a helpful framework for identifying success factors in endeavors to operate

entrepreneurially in one specific area, event management. The event planners used in this study

are based in Batangas, a well-liked area in the south that is frequently used as a setting for a

range of events. According to research, the event management market in Batangas City primarily

consists of personal event businesses with an average tenure of one to three years. Churches and

reception locations make up the majority of its clients, and it typically offers on-the-day

coordination. According to the evaluation of its perceived viability, this type of business was

assessed to be somewhat viable in terms of the market, technology, business model, management

model, economic and financial, and exit plan. The only analyzed elements that showed a

significant link with the profile variables of the event management business were the market,

management model, economic and financial considerations, and exit strategy. Out of the issues

listed, demanding customers, overbooking reservations/exceeding the number of guests, and

failing to live up to spectator and/or rival expectations received the highest ratings. Also, the
weaknesses discovered by Thompson's Dimension of Business Viability Model served as the

foundation for the suggested modifications to corporate operations.

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