ASSESSMENTS Version 2.0 January 2019
Submitted by
XXX
Table of Content
Executive Summary
Introduction
Aussie Fitness Center is a fitness corporation which is serving to its customers 24/7. This fitness corporation was incorporated in 2001 and is owned by Mary Franklin and James. The board of directors of the corporation is based on a team of Human Resources and Marketing, General Manager Finance, support staff, and an Executive Assistant. The aim of the corporation is to expand their number of centres with the increasing demands of their customers. According to the estimates, the investment per centre would be approximately $300,000. Aussie Fitness centre is very famous for its services to the customers. According to survey, conducted across Australia, Aussie Fitness centre can train 30 new clients every week, if 5 staff members will work full time. However, in the off peak times, the Aussie Fitness centre face decrease in number of client, due to which it becomes difficult for it to manage its electricity, water, and rent space costs. Thus, it is essential for the Centre to focus on its marketing strategies in order to attract more customers in the off peak times.
Aussie Fitness centre observed that training of the staff and their qualification plays an effective role in attracting more customers. This is because a trained and educated staff member can deal customers in better way than a less trained individual. Thus, Aussie Fitness centre decided to recruit additional two staff members per centre, who must be trained and qualified with a minimum certificate III in personal training. Further, Aussie Fitness centre will arrange training sessions for the existing staff, and they will be required to obtain their minimum Certificate III in personal training. In this way, the staff will be able to serve to the customers in highly skilled way, and thus the Aussie Fitness would like to use the highly skilled and qualified team as a selling point for obtaining more members.
Further, the owners of the Aussie Fitness centre requested all managers to be more involved in lifting the level of the centres and attract more customers via promoting a safe environment for all ages. Further, the owners of the Aussie Fitness centre encourages the managers to seek feedback regarding customers’ views about Aussie Fitness centre and what do they suggest about enhancing the quality of services. This feedback will be helpful to the owners and managers in making better decisions and implement continuous improvement. Additionally, the owners are willing to encourage the employees to perform well. By involving them in decision-making, the employees will feel valued and thus will work hard for the successful future of the Aussie Fitness centre. Also, the owners announced that the employee with better suggestion and recommendation will be rewarded for supporting and creating a positive work culture. Also, the managers of the Aussie Fitness centre decided to make communication plan with stakeholders in order to keep them informed regarding all strategies and effective measures taken by the corporation for better future. Also, owners suggested the managers to work on ‘Open door policy’ to encourage a team to approach senior staff with any concern they might have. In this way the authorities will be aware of what is going on in the organization, and how the managers are dealing with the issues faced to employees at Aussie Fitness centre.
The owners of the Aussie Fitness centre received a suggestion that they must find a suitable software system in order to conduct feedback surveys, collect data, and generate reports for the managers. Through this report, the managers will be able to evaluate the requirements of the employees and customers and the need of change in the Aussie Fitness centre in order to gain competitive advantages. Further, a cost-benefit analysis can be conducted to evaluate the payback period of implementing new software system in the Aussie Fitness centre. Further, managers were assigned to review procedures and policies, and to ensure that all staff are aware of the Current Code of Ethics. Additionally all staff members were instructed to attend risk management training, to use the software system effectively and to reduce the chances of error and mistakes. Further, managers of Aussie Fitness centre must ensure that inductions are performed to the required standard before a staff member is allowed to work independently in the centre. Further, they must look at suitable technology requirements for their facilities to increase productivity, efficiency in generating reliable report data and for keeping up with current industry trends. In this way, Aussie Fitness centre will be able to meet all employees’ and customers’ requirement, improve the technology set up of the corporation, attract more customers, generate great revenue, and maintain the security and performance measure within the corporation.
Purpose of Report
Every organization is concerned to increase number of customers to generate more revenue and achieve a prominent position in the national or International market. Aussie Fitness centre is also focused to increase its number of customers while keeping them satisfied. It is essential to survive in this increasing competitive environment. Thus, Aussie Fitness centre decided to recruit qualified and well trained two staff members. Further, the corporation will arrange training sessions for the existing staff. This is essential because highly qualified and skilled staff is essential to provide quality services to the customers and to meet the present requirements of the market. Now, this report aims to present how the skilled and qualified staff will bring positive outcome to the Aussie Fitness centre, and how the implementation of new software system will prove to be effective in meeting all customers’ requirements. For this purpose, the report will discuss the environmental, risk, and strategic analysis in order to evaluate the risks and strengths associated with the new decisions. Further the report will discuss the HR objectives of the Aussie Fitness centre, labour requirement, consultation, recruitment, training plans, education plans, feedback issues, statistical presentation, operational changes, cost-benefit analysis, communication, and decision-making. With such report, the reader will be able to analyse how to develop, implement, and maintain a strategic approach to managing human resources in an organisation.
Vision of Aussie Fitness Centre
The vision of the firm is ‘to serve to the customers successfully and profitably.’ To achieve the vision, the company has been developing strong strategies and making effective changes to the organizational performance strategies.
Mission of Aussie Fitness Centre
The mission of the corporation is to increase number of customers, generate more revenue, and gain a prominent position in the market amongst its competitors.
Values of Aussie Fitness Centre
The major values of the corporation are; Honesty, Professionalism, Discipline, and Work Ethics.
Environmental Analysis
As fitness cooperation, Aussie Fitness Centre has some strengths, weaknesses, opportunities, and threats. Similarly, several political, environmental, technical, and other factors may affect Aussie Fitness Centre’s market position. Thus, in order to have better market reputation and attract more customers, environmental analysis is of great important to the Aussie Fitness Centre.
SWOT Analysis
In this way, the centre managers will understand how to use the strengths of Aussie Fitness Centre over the weaknesses, how the opportunities from the market can used to have better reputation amongst competitors, and what strategies can work well to mitigate risks and threats to the Centre.
Table SEQ Table \* ARABIC 1 - SWOT Analysis
Strengths (Internal)
Weaknesses (Internal)
Professional Coaches
Experience
Regular-Customers
Know-how via Feedback
Administration issues
Expense required for training
Customers’ fee
Opportunities (External)
Threats (External)
Getting new Customers
Expanding facilities
Introducing new activities
Competitors
Gyms
Sports Vouchers
PESTLE Analysis
PESTEL analysis is very helpful to evaluate how the host country is going to affect the business in future. For this purpose, the management makes an analysis of political, economic, social, technical, environmental, and legal aspects related to the business industry. When focused about Aussie Fitness Centre, the management need to develop a PESTEL analysis to analyse how the future strategies will work for the better future of the centre. The PESTEL analysis of the centre is as following;
Table SEQ Table \* ARABIC 2 - PESTLE Analysis
Political
Economical
Infrastructure
Tax Policy
Regulations
Growth rate
Labour cost
Inflation
Socio
Technological
Education
Income distribution
Cultural norms
Communication
Emerging technology
Technology in training and education
Environmental
Legal
Workforce health
Resource Management
Energy availability
Law enforcement
Court system
Regional laws
8. Risk Analysis
The Aussie Fitness Centre is planning to train its employees and to implement a new feedback system to evaluate what do employees and the customers think about centre’s services? Thus, with such changes a lot of risks are associated which may affect the centre’s market reputation in worst way and can cause loss of customers. Thus, what are the risks associated with the change and how to mitigate them is discussed in the table below;
Table SEQ Table \* ARABIC 3 - Risk Analysis
Risk
High (H)
Medium (M)
Low (L)
Mitigation Strategy
Resources Required
Responsibility
Timeframe
Loss of Customers
High
Offer attractive discounts and services to keep them in touch with centre’s services.
Activity material, social media campaign, and staff
To introduce new services and make effective plans for the implementation.
1 month
Excess budget
High
The managers must make financial plan of how much budget is required to train the employees
Financial reports.
Carefully evaluate the expenditure and make calculations carefully
1 week
System failure
Medium
Make quality check to ensure system has been installed properly and there exist no errors or fault in system.
Quality assurance equipments, hardware, and system software
Carefully check each function of the system and its analysis results.
1 week
Data breaching
High
Use effective protection software to prevent data breaching.
Anti-virus and other protection software
No unauthorized person should have access to the system.
1 month
9. Strategic Direction
Aussie Fitness centre decided to recruit additional two staff members per centre, who must be trained and qualified with a minimum certificate III in personal training. Further, Aussie Fitness centre will arrange training sessions for the existing staff, and they will be required to obtain their minimum Certificate III in personal training. In this way, the staff will be able to serve to the customers in highly skilled way, and thus the Aussie Fitness would like to use the highly skilled and qualified team as a selling point for obtaining more members. Further, the owners of the Aussie Fitness centre requested all managers to be more involved in lifting the level of the centres and attract more customers via promoting a safe environment for all ages, especially for those who was born in 1960s. This will enable the Aussie Fitness to target the people from all ages, increasing older generation customers.
10. Human Resource Objectives
James and Mary Franklin, who combined bring more than four decades of personal training and life coaching expertise to the business. Their objective is to provide best training and fitness facilities to their customers and for this purpose they are planning to hire two well qualified and certified staff members. Also, Aussie Fitness Centre is planning to arrange training sessions for its employee. This will enable all staff members to provide most effective and efficient services to the customers. To manage all human resource matters, the company has established a ‘board of directors’ which consist of Human Resources and Marketing, General Manager Finance, support staff, and an Executive Assistant. Further, training staff is hired to train the customers and to motivate them in performing fitness activities appropriately and efficiently. However, the company does not want to spend a huge amount on salary budget and that is why it hires the employees on salary basis instead of making contracts.
Table SEQ Table \* ARABIC 4 - Human Resource Objectives
Objectives
Strategies to achieve goals
To keep customers satisfied
Hire qualified training staff members.
To provide high quality fitness training services to the customers
Aussie Fitness centre decided to recruit additional two staff members per centre, who must be trained and qualified with a minimum certificate III in personal training.
To manage all workplace tasks effectively.
the company has established a ‘board of directors’ which consist of Human Resources and Marketing, General Manager Finance, support staff, and an Executive Assistant.
To have better budget management.
Hire employees on salary basis instead of contracts.
11. Labour requirements
Performance Gap
The owners of the Aussie fitness Centre want to arrange a training session for all staff. This is essential because for a professional fitness trainer, minimum requirement is certificate III in fitness training. Analysing Admin staff, the manager at Sydney has first aid, customer service skills, and conflict resolution skills, but the manager at Brisbane’s first aid is out of data. Also, Brisbane Centre Manager has no formal qualification and the Admin manager has an outdated certificate IV in fitness. But this does not mean that he is not capable because his ten years experience in the field has made him the best manager. Further d;etails of the HR gap analysis is filed in the table below
Table SEQ Table \* ARABIC 5 - HR Gap Analysis
Staff Type
Current
Required
Gap
Sydney Centre Manager
1
NIL
NIL
Sydney Reception Manager
1
NIL
NIL
Admin Staff
3
NIL
NIL
Maintenance
1
Nil
Nil
Cleaner
1
Nil
Nil
Brisbane Centre Manager
1
Nil
NIL
Brisbane Reception Manager
1
NIL
NIL
Brisbane Admin Staff
3
Nil
NIL
Brisbane Maintenance
1
Nil
Nil
Brisbane Cleaner
1
Nil
Nil
Below identify the performance gaps for the Sydney and Brisbane Centres (finish the Sydney Centre Manager example):
Table SEQ Table \* ARABIC 6 - Sydney Performance Gaps
Staff Type
Current Formal Qualifications
Current Certificates
Gap
Sydney Centre Manager
Diploma in Sport Science, Diploma in Leadership and Management.
Cert III and Cert IV in Fitness, Senior First Aid, Customer service skills and team building - 8 years industry experience
NIL
Sydney Reception Manager
NIL
has first aid, Customer service skills, team building, out of date conflict resolution, 8 years’ experience in various admin roles
Out dated conflict resolution
Admin Staff
NIL
1 x Customer service skills 1 year experience
1 x Customer service skills, team building and conflict resolution, 3 years’ experience, first aid
1 x team building and conflict resolution 1.5 years’ experience, first aid
NIL
Maintenance
NIL
NIL
Nil
Cleaner
NIL
Nil
Nil
Health Specialists
must hold accredited qualifications
must hold accredited qualifications
NIL
Table SEQ Table \* ARABIC 7 - Brisbane Performance Gaps
Staff Type
Current Formal Qualifications
Current Certificates
Gap
Brisbane Centre Manager
No formal qualifications, 10 years industry experience,
senior first aid, Customer service skills and team building certificates
No formal qualification
Brisbane Reception Manager
NIL
Customer service skills, team building, and an out of date conflict resolution certificate, 8 years’ experience in various admin roles
Does not have current first aid
Out date conflict resolution certificate
Brisbane Admin Staff
NIL
1 x team building with 1 year work experience, no first aid
1 x Customer service skills, team building and conflict resolution, 2 years’ experience, out of date first aid
1 x conflict resolution and 1.5 years’ experience, first aid
2 of them has no current first aid
Brisbane Maintenance
NIL
Nil
Nil
Brisbane Cleaner
NIL
Nil
Nil
Health Specialists
must hold accredited qualifications
must hold accredited qualifications
NIL
12. Labour Requirements
From the above information identify Future labour needs (employment of an ACM), skill requirements that Aussie Fitness expect them to have (here decide if you want to recruit people who are already qualified and have the relevant experience or will AF qualify them? – (think about the associated costs). What options for sourcing labour do AF have? [HRSP Pg. 13]. Where can fitness trainers be employed from? E.g. local colleges.
13. Consultation
Discuss the importance of consulting with relevant managers and the owners of AF about labour requirements [See Appendix Booklet] [HRSP Pg. 20] and agree on philosophies/values that AF would like to instil in the organisation [HRSP Pg. 22].
14. Recruitment
Managers may need to consult with specialists (E.g. Human Resources/Head Office) to complete the gap employment requirements to ensure that AF are recruiting the right person for the job [MKI Pg. 73]. Discuss the importance of clearly identifying the responsibilities/accountabilities of the position that is being advertised for and additionally this is clarified in the recruitment process [MKI Pg. 76].
15. Training and Education Plans
Complete the table below by listing the training required and discuss above the table the importance of arranging and managing activities to deliver and communicate training and education plans/training matrices for each employee [LMOC Pg. 52-56] to relevant groups and individual.
Table SEQ Table \* ARABIC 8 - Training/Education Plan
Training Session
Learning outcomes
Objectives
Length of training session
Target audience
Delivery mode
Facilitator
Customer service
Improve customer satisfaction
High quality of customer services
90 minutes
Personal Trainers
Centre Managers
In-house
Human Resource Manager
16. Employee Interventions (a & b)
a). Use the embedded scenario and provide a discussion about the importance of employee interventions to be conducted in a timely manner – and how you will action the outcomes of the intervention [LMOC Pg. 85].
Table SEQ Table \* ARABIC 9 - Performance Intervention
Intervention Issue
Outcome
Timeframe
b). Create a flow chart of managing under performance by using the information in the
17. Feedback and Identified Issues (answer a, b and c)
a). Member Feedback
Complete the table below with the information complaint from member Simon Sayed, above your table discus the importance of seeking feedback from internal stakeholders so that Continuous Improvement, Brand Image/Reputation and Word of Mouth can be protected.
Additionally discuss the benefits of obtaining feedback and that feedback is obtained within the guidelines of the organisation, (feedback must be sought in a legal and ethical manner by the organisation – discuss this fact further).
Review the feedback form from Aussie Fitness member Simon Sayed and identify the issues, list ALL them below:
Table SEQ Table \* ARABIC 10 - Member Feedback
Identified Issues:
Additionally discuss that stakeholder feedback is as a source of reliable data and in turn more informed decisions can be made.
Checkpoint: Measure Customer Service
b). Staff Feedback
Identify the issues from the internal feedback in the Continuous Improvement (CI) form below:
Above your table the importance of addressing Continuous Improvement suggestions from internal stakeholders, for example increase of productivity when systems and processes are effective, up to date and in place.
Table SEQ Table \* ARABIC 11 - Staff Feedback
Issues
Improvement Strategies
c). Cause and Effect
Choose one of the above feedback issues and create one (1) cause and effect diagram [MKI Pg. 7, 17-26 & 43] [Appendix Booklet].
18. Statistical Presentation (a, b & c)
Create a scenario of customer feedback with dissatisfaction of the manned reception desk which is becoming apparent as an emerging trend over a period of months leading up to the complaint.
a). From the feedback generate a graph demonstrating increase in complaints Quantitative Data is required to be presented here (e.g. emerging trends in data).
b). Discuss the use appropriate quantitative methods assist in more informed decision making with regard to the complaints being received [MKI Pg. 60-61]. By coming up strategies to rectify these issues discuss that the decisions being made are within the delegation of the group/individuals responsible [MKI Pg. 76-79].
c). Above your chart/graph discuss the statistical analysis is interrelating that members are dissatisfied with the availability of the reception staff at 7am, this is becoming an emerging trend as more members are completing the feedback form with regard to this same issue. [Appendix Booklet]
Table SEQ Table \* ARABIC 12 - Customer Complaints
19. Priority Matrix
From the above issues identified by the Member Simon Sayed and the Reception/Admin staff, place the issues in the relevant quadrants to create a Priority Matrix [LMOC Pg. 18] [See Appendix Booklet].
Above your matrix discuss why Aussie Fitness requires conducting a priority matrix with regard to the issues that have been raised and the impacts these are having on customer service and if they do not prioritise the issues this will impact the reputation/brand image of the organisation.
NOT URGENT
URGENT
IMPORTANT
UN-IMPORTANT
20. Operational Changes (a, b, & c)
From the issues determined by the Reception/Admin staff feedback answer the following: Check Question numbers
a). Identify operational changes that will need to take place for the improvement strategies to be implemented smoothly [LMOC Pg. 13].
b). You will need to include a review of policies and practices (P&P) that will filter down from the identified operational changes above (see the example in the table).
c). Identify which stakeholders will be involved in the changes and P&P’s
You are required to mention above your table that the P&P’s must be written with consistent standards within the organisational guidelines (all organisations have set standards for writing policies and procedures).
Table SEQ Table \* ARABIC 13 - Operational Changes
1. Operational change required
2. P&P to be reviewed
Stakeholder
Opening Procedure to start at 6:30am
Re-write opening policy (version control document)
Centre Manager
Reception Manager
Reception/Admin Staff
21. Technology (a, b & c)
a). Consider new technology requirements, make recommendations for Aussie Fitness to up-date their Customer Relationship Management System (CRM).
Explain the benefits of updating the CRM system to the owners of AF in confirming the fact that a new system would provide high quality, optimum efficiency, increase productivity and would ensure that information for internal and external stakeholders is up-to date, sufficient, accurate and relevant for the recipients [HRSP Pg. 15].
This means that all staff members have current data on all of their clients (relevant to the recipients).
b). Additionally discuss the importance of adhering to confidentiality and privacy policies in the transmission of information [MKI Pg. 118]. Discuss how important is that staff are made aware of maintaining corporate knowledge and ensuring security measures of internal and external stakeholders data [MKI Pg. 122]. The CRM system must have secure protection of personal details of all stakeholders.
c). Once the CRM system is in place staff will need to be informed/trained about the location, format and timeline requirements (version controls and updates of information [MKI Pg. 88].
22. Decision Making (answer a, b & c)
a). Produce a sensitivity analysis by using Table 14 (what if/scenario analysis) on proposed options for the CRM system [MKI 2.4].
b). Above your table discuss that decisions are made within the organisational guidelines [MKI Pg. 81] and procedures and are consistent with objectives, values and standards [MKI Pg. 81].
Complete the below table by following the scenario steps, using the proposal of implementing the CRM in Aussie Fitness:
Table SEQ Table \* ARABIC 14 - Scenario Analysis
Define the problem
E.g. Current CRM system out of date, reached its capacity
Gathered Data
E.g. Staff are only able to put limited member data in to the current system
Separate certainties and uncertainties
E.g. Trends in technology
Scenarios
E.g. Competition
Planning
E.g. Pilot Test
c) Decisions need to be taken in a timely manner for reliability of current information [MKI Pg. 84].
23. Approvals
Discuss obtaining approvals from the owners [Appendix P], [LMOC Pg. 73] for the suggestion of updating the CRM system. To gain approvals from relevant authorities discuss the formal method of doing so [See Appendix Booklet].
24. Pilot Test
Additionally when seeking approval discuss the suggestion to conduct a pilot test of the CRM system to test the design and system specifications to ensure they suits the organisations requirements [MKI Pg. 104] before launching a whole new system across the organisation [MKI Pg. 120].
25. Cost Benefit Analysis
Additionally to support the request for approval and pilot test create a Cost Benefit Analysis (CBA) for the CRM system you are wanting to implement [Appendix Booklet] [HRSP Pg 28] [LMOC Pg. 57] [MKI Pg. 70]. Discuss above your CBA the benefits of conducting the analysis and finalise your CBA with an assumed payback period.
26. Communication (a, b & c)
Complete table 15 below
The table provides the changes required, what strategies you will be using to embed the change, who will be involved in the implementation of the changes and, within an appropriate timeline (otherwise data becomes out of date and is un-reliable) to the BOD [See Appendix Booklet] [LMOC Pg. 49] [HRSP Pg. 49].
a). Above your table firstly discuss how you will communicate the changes that will be taking place in the organisation to the BOD (e.g. formal meeting – face to face).
b). Secondly once you have decided how you will communicate your discussion with the BOD, you will need to gain their feedback in relation to your change strategies.
Discuss how you will gain their feedback (e.g. questions at the end or questions as you go for each strategy).
Discuss that the feedback from the BOD is valuable and any changes required will be adapted in the plan before being disseminated [See Appendix Booklet] [HRSP Pg. 61] [MKI Pg. 114].
c). Finally discuss the importance of ensuring information is up to date, is accurate and relevant to the recipients before being disseminated across the organisation.
Table SEQ Table \* ARABIC 15 Communicating Changes
Changes
Strategies
Stakeholder
Timeline
Centres will have an ACM
Conduct a CBA to compare benefits to additional knowledge and skills within the organisation
Human Resources
Centre Manager
Sydney by March 2019
Brisbane by June 2019
Introducing seniors program
Staff training
Reception manned hours
Policies and procedures
27. Reviewing Plans
a) Discuss the review of the changes/objectives and goals of AF created on a regular basis [HRSP Pg. 54] and review where appropriate to achieve change program objectives [HRSP Pg. 64] [MKI Pg. 114].
b) Discuss reviews of the communication plans on a regular basis are important and conduct the importance of regular evaluation and reviews to modify the plan where appropriate to achieve change program objectives [LMOC Pg. 97]
28. Conclusion
Conclude you assessment with a comprehensive analysis of your findings
Assessment References:
Student to electronically enter references
ASSESSMENTS Version 2.0 January 2019
Submitted by
XXX
Table of Content
Executive Summary
Introduction
Aussie Fitness Center is a fitness corporation which is serving to its customers 24/7. This fitness corporation was incorporated in 2001 and is owned by Mary Franklin and James. The board of directors of the corporation is based on a team of Human Resources and Marketing, General Manager Finance, support staff, and an Executive Assistant. The aim of the corporation is to expand their number of centres with the increasing demands of their customers. According to the estimates, the investment per centre would be approximately $300,000. Aussie Fitness centre is very famous for its services to the customers. According to survey, conducted across Australia, Aussie Fitness centre can train 30 new clients every week, if 5 staff members will work full time. However, in the off peak times, the Aussie Fitness centre face decrease in number of client, due to which it becomes difficult for it to manage its electricity, water, and rent space costs. Thus, it is essential for the Centre to focus on its marketing strategies in order to attract more customers in the off peak times.
Aussie Fitness centre observed that training of the staff and their qualification plays an effective role in attracting more customers. This is because a trained and educated staff member can deal customers in better way than a less trained individual. Thus, Aussie Fitness centre decided to recruit additional two staff members per centre, who must be trained and qualified with a minimum certificate III in personal training. Further, Aussie Fitness centre will arrange training sessions for the existing staff, and they will be required to obtain their minimum Certificate III in personal training. In this way, the staff will be able to serve to the customers in highly skilled way, and thus the Aussie Fitness would like to use the highly skilled and qualified team as a selling point for obtaining more members.
Further, the owners of the Aussie Fitness centre requested all managers to be more involved in lifting the level of the centres and attract more customers via promoting a safe environment for all ages. Further, the owners of the Aussie Fitness centre encourages the managers to seek feedback regarding customers’ views about Aussie Fitness centre and what do they suggest about enhancing the quality of services. This feedback will be helpful to the owners and managers in making better decisions and implement continuous improvement. Additionally, the owners are willing to encourage the employees to perform well. By involving them in decision-making, the employees will feel valued and thus will work hard for the successful future of the Aussie Fitness centre. Also, the owners announced that the employee with better suggestion and recommendation will be rewarded for supporting and creating a positive work culture. Also, the managers of the Aussie Fitness centre decided to make communication plan with stakeholders in order to keep them informed regarding all strategies and effective measures taken by the corporation for better future. Also, owners suggested the managers to work on ‘Open door policy’ to encourage a team to approach senior staff with any concern they might have. In this way the authorities will be aware of what is going on in the organization, and how the managers are dealing with the issues faced to employees at Aussie Fitness centre.
The owners of the Aussie Fitness centre received a suggestion that they must find a suitable software system in order to conduct feedback surveys, collect data, and generate reports for the managers. Through this report, the managers will be able to evaluate the requirements of the employees and customers and the need of change in the Aussie Fitness centre in order to gain competitive advantages. Further, a cost-benefit analysis can be conducted to evaluate the payback period of implementing new software system in the Aussie Fitness centre. Further, managers were assigned to review procedures and policies, and to ensure that all staff are aware of the Current Code of Ethics. Additionally all staff members were instructed to attend risk management training, to use the software system effectively and to reduce the chances of error and mistakes. Further, managers of Aussie Fitness centre must ensure that inductions are performed to the required standard before a staff member is allowed to work independently in the centre. Further, they must look at suitable technology requirements for their facilities to increase productivity, efficiency in generating reliable report data and for keeping up with current industry trends. In this way, Aussie Fitness centre will be able to meet all employees’ and customers’ requirement, improve the technology set up of the corporation, attract more customers, generate great revenue, and maintain the security and performance measure within the corporation.
Purpose of Report
Every organization is concerned to increase number of customers to generate more revenue and achieve a prominent position in the national or International market. Aussie Fitness centre is also focused to increase its number of customers while keeping them satisfied. It is essential to survive in this increasing competitive environment. Thus, Aussie Fitness centre decided to recruit qualified and well trained two staff members. Further, the corporation will arrange training sessions for the existing staff. This is essential because highly qualified and skilled staff is essential to provide quality services to the customers and to meet the present requirements of the market. Now, this report aims to present how the skilled and qualified staff will bring positive outcome to the Aussie Fitness centre, and how the implementation of new software system will prove to be effective in meeting all customers’ requirements. For this purpose, the report will discuss the environmental, risk, and strategic analysis in order to evaluate the risks and strengths associated with the new decisions. Further the report will discuss the HR objectives of the Aussie Fitness centre, labour requirement, consultation, recruitment, training plans, education plans, feedback issues, statistical presentation, operational changes, cost-benefit analysis, communication, and decision-making. With such report, the reader will be able to analyse how to develop, implement, and maintain a strategic approach to managing human resources in an organisation.
Vision of Aussie Fitness Centre
The vision of the firm is ‘to serve to the customers successfully and profitably.’ To achieve the vision, the company has been developing strong strategies and making effective changes to the organizational performance strategies.
Mission of Aussie Fitness Centre
The mission of the corporation is to increase number of customers, generate more revenue, and gain a prominent position in the market amongst its competitors.
Values of Aussie Fitness Centre
The major values of the corporation are; Honesty, Professionalism, Discipline, and Work Ethics.
Environmental Analysis
As fitness cooperation, Aussie Fitness Centre has some strengths, weaknesses, opportunities, and threats. Similarly, several political, environmental, technical, and other factors may affect Aussie Fitness Centre’s market position. Thus, in order to have better market reputation and attract more customers, environmental analysis is of great important to the Aussie Fitness Centre.
SWOT Analysis
In this way, the centre managers will understand how to use the strengths of Aussie Fitness Centre over the weaknesses, how the opportunities from the market can used to have better reputation amongst competitors, and what strategies can work well to mitigate risks and threats to the Centre.
Table SEQ Table \* ARABIC 1 - SWOT Analysis
Strengths (Internal)
Weaknesses (Internal)
Professional Coaches
Experience
Regular-Customers
Know-how via Feedback
Administration issues
Expense required for training
Customers’ fee
Opportunities (External)
Threats (External)
Getting new Customers
Expanding facilities
Introducing new activities
Competitors
Gyms
Sports Vouchers
PESTLE Analysis
PESTEL analysis is very helpful to evaluate how the host country is going to affect the business in future. For this purpose, the management makes an analysis of political, economic, social, technical, environmental, and legal aspects related to the business industry. When focused about Aussie Fitness Centre, the management need to develop a PESTEL analysis to analyse how the future strategies will work for the better future of the centre. The PESTEL analysis of the centre is as following;
Table SEQ Table \* ARABIC 2 - PESTLE Analysis
Political
Economical
Infrastructure
Tax Policy
Regulations
Growth rate
Labour cost
Inflation
Socio
Technological
Education
Income distribution
Cultural norms
Communication
Emerging technology
Technology in training and education
Environmental
Legal
Workforce health
Resource Management
Energy availability
Law enforcement
Court system
Regional laws
8. Risk Analysis
The Aussie Fitness Centre is planning to train its employees and to implement a new feedback system to evaluate what do employees and the customers think about centre’s services? Thus, with such changes a lot of risks are associated which may affect the centre’s market reputation in worst way and can cause loss of customers. Thus, what are the risks associated with the change and how to mitigate them is discussed in the table below;
Table SEQ Table \* ARABIC 3 - Risk Analysis
Risk
High (H)
Medium (M)
Low (L)
Mitigation Strategy
Resources Required
Responsibility
Timeframe
Loss of Customers
High
Offer attractive discounts and services to keep them in touch with centre’s services.
Activity material, social media campaign, and staff
To introduce new services and make effective plans for the implementation.
1 month
Excess budget
High
The managers must make financial plan of how much budget is required to train the employees
Financial reports.
Carefully evaluate the expenditure and make calculations carefully
1 week
System failure
Medium
Make quality check to ensure system has been installed properly and there exist no errors or fault in system.
Quality assurance equipments, hardware, and system software
Carefully check each function of the system and its analysis results.
1 week
Data breaching
High
Use effective protection software to prevent data breaching.
Anti-virus and other protection software
No unauthorized person should have access to the system.
1 month
9. Strategic Direction
Aussie Fitness centre decided to recruit additional two staff members per centre, who must be trained and qualified with a minimum certificate III in personal training. Further, Aussie Fitness centre will arrange training sessions for the existing staff, and they will be required to obtain their minimum Certificate III in personal training. In this way, the staff will be able to serve to the customers in highly skilled way, and thus the Aussie Fitness would like to use the highly skilled and qualified team as a selling point for obtaining more members. Further, the owners of the Aussie Fitness centre requested all managers to be more involved in lifting the level of the centres and attract more customers via promoting a safe environment for all ages, especially for those who was born in 1960s. This will enable the Aussie Fitness to target the people from all ages, increasing older generation customers.
10. Human Resource Objectives
James and Mary Franklin, who combined bring more than four decades of personal training and life coaching expertise to the business. Their objective is to provide best training and fitness facilities to their customers and for this purpose they are planning to hire two well qualified and certified staff members. Also, Aussie Fitness Centre is planning to arrange training sessions for its employee. This will enable all staff members to provide most effective and efficient services to the customers. To manage all human resource matters, the company has established a ‘board of directors’ which consist of Human Resources and Marketing, General Manager Finance, support staff, and an Executive Assistant. Further, training staff is hired to train the customers and to motivate them in performing fitness activities appropriately and efficiently. However, the company does not want to spend a huge amount on salary budget and that is why it hires the employees on salary basis instead of making contracts.
Table SEQ Table \* ARABIC 4 - Human Resource Objectives
Objectives
Strategies to achieve goals
To keep customers satisfied
Hire qualified training staff members.
To provide high quality fitness training services to the customers
Aussie Fitness centre decided to recruit additional two staff members per centre, who must be trained and qualified with a minimum certificate III in personal training.
To manage all workplace tasks effectively.
the company has established a ‘board of directors’ which consist of Human Resources and Marketing, General Manager Finance, support staff, and an Executive Assistant.
To have better budget management.
Hire employees on salary basis instead of contracts.
11. Labour requirements
Performance Gap
The owners of the Aussie fitness Centre want to arrange a training session for all staff. This is essential because for a professional fitness trainer, minimum requirement is certificate III in fitness training. Analysing Admin staff, the manager at Sydney has first aid, customer service skills, and conflict resolution skills, but the manager at Brisbane’s first aid is out of data. Also, Brisbane Centre Manager has no formal qualification and the Admin manager has an outdated certificate IV in fitness. But this does not mean that he is not capable because his ten years experience in the field has made him the best manager. Further d;etails of the HR gap analysis is filed in the table below
Table SEQ Table \* ARABIC 5 - HR Gap Analysis
Staff Type
Current
Required
Gap
Sydney Centre Manager
1
NIL
NIL
Sydney Reception Manager
1
NIL
NIL
Admin Staff
3
NIL
NIL
Maintenance
1
Nil
Nil
Cleaner
1
Nil
Nil
Brisbane Centre Manager
1
Nil
NIL
Brisbane Reception Manager
1
NIL
NIL
Brisbane Admin Staff
3
Nil
NIL
Brisbane Maintenance
1
Nil
Nil
Brisbane Cleaner
1
Nil
Nil
Below identify the performance gaps for the Sydney and Brisbane Centres (finish the Sydney Centre Manager example):
Table SEQ Table \* ARABIC 6 - Sydney Performance Gaps
Staff Type
Current Formal Qualifications
Current Certificates
Gap
Sydney Centre Manager
Diploma in Sport Science, Diploma in Leadership and Management.
Cert III and Cert IV in Fitness, Senior First Aid, Customer service skills and team building - 8 years industry experience
NIL
Sydney Reception Manager
NIL
has first aid, Customer service skills, team building, out of date conflict resolution, 8 years’ experience in various admin roles
Out dated conflict resolution
Admin Staff
NIL
1 x Customer service skills 1 year experience
1 x Customer service skills, team building and conflict resolution, 3 years’ experience, first aid
1 x team building and conflict resolution 1.5 years’ experience, first aid
NIL
Maintenance
NIL
NIL
Nil
Cleaner
NIL
Nil
Nil
Health Specialists
must hold accredited qualifications
must hold accredited qualifications
NIL
Table SEQ Table \* ARABIC 7 - Brisbane Performance Gaps
Staff Type
Current Formal Qualifications
Current Certificates
Gap
Brisbane Centre Manager
No formal qualifications, 10 years industry experience,
senior first aid, Customer service skills and team building certificates
No formal qualification
Brisbane Reception Manager
NIL
Customer service skills, team building, and an out of date conflict resolution certificate, 8 years’ experience in various admin roles
Does not have current first aid
Out date conflict resolution certificate
Brisbane Admin Staff
NIL
1 x team building with 1 year work experience, no first aid
1 x Customer service skills, team building and conflict resolution, 2 years’ experience, out of date first aid
1 x conflict resolution and 1.5 years’ experience, first aid
2 of them has no current first aid
Brisbane Maintenance
NIL
Nil
Nil
Brisbane Cleaner
NIL
Nil
Nil
Health Specialists
must hold accredited qualifications
must hold accredited qualifications
NIL
12. Labour Requirements
From the above information identify Future labour needs (employment of an ACM), skill requirements that Aussie Fitness expect them to have (here decide if you want to recruit people who are already qualified and have the relevant experience or will AF qualify them? – (think about the associated costs). What options for sourcing labour do AF have? [HRSP Pg. 13]. Where can fitness trainers be employed from? E.g. local colleges.
13. Consultation
Discuss the importance of consulting with relevant managers and the owners of AF about labour requirements [See Appendix Booklet] [HRSP Pg. 20] and agree on philosophies/values that AF would like to instil in the organisation [HRSP Pg. 22].
14. Recruitment
Managers may need to consult with specialists (E.g. Human Resources/Head Office) to complete the gap employment requirements to ensure that AF are recruiting the right person for the job [MKI Pg. 73]. Discuss the importance of clearly identifying the responsibilities/accountabilities of the position that is being advertised for and additionally this is clarified in the recruitment process [MKI Pg. 76].
15. Training and Education Plans
Complete the table below by listing the training required and discuss above the table the importance of arranging and managing activities to deliver and communicate training and education plans/training matrices for each employee [LMOC Pg. 52-56] to relevant groups and individual.
Table SEQ Table \* ARABIC 8 - Training/Education Plan
Training Session
Learning outcomes
Objectives
Length of training session
Target audience
Delivery mode
Facilitator
Customer service
Improve customer satisfaction
High quality of customer services
90 minutes
Personal Trainers
Centre Managers
In-house
Human Resource Manager
16. Employee Interventions (a & b)
a). Use the embedded scenario and provide a discussion about the importance of employee interventions to be conducted in a timely manner – and how you will action the outcomes of the intervention [LMOC Pg. 85].
Table SEQ Table \* ARABIC 9 - Performance Intervention
Intervention Issue
Outcome
Timeframe
b). Create a flow chart of managing under performance by using the information in the
17. Feedback and Identified Issues (answer a, b and c)
a). Member Feedback
Complete the table below with the information complaint from member Simon Sayed, above your table discus the importance of seeking feedback from internal stakeholders so that Continuous Improvement, Brand Image/Reputation and Word of Mouth can be protected.
Additionally discuss the benefits of obtaining feedback and that feedback is obtained within the guidelines of the organisation, (feedback must be sought in a legal and ethical manner by the organisation – discuss this fact further).
Review the feedback form from Aussie Fitness member Simon Sayed and identify the issues, list ALL them below:
Table SEQ Table \* ARABIC 10 - Member Feedback
Identified Issues:
Additionally discuss that stakeholder feedback is as a source of reliable data and in turn more informed decisions can be made.
Checkpoint: Measure Customer Service
b). Staff Feedback
Identify the issues from the internal feedback in the Continuous Improvement (CI) form below:
Above your table the importance of addressing Continuous Improvement suggestions from internal stakeholders, for example increase of productivity when systems and processes are effective, up to date and in place.
Table SEQ Table \* ARABIC 11 - Staff Feedback
Issues
Improvement Strategies
c). Cause and Effect
Choose one of the above feedback issues and create one (1) cause and effect diagram [MKI Pg. 7, 17-26 & 43] [Appendix Booklet].
18. Statistical Presentation (a, b & c)
Create a scenario of customer feedback with dissatisfaction of the manned reception desk which is becoming apparent as an emerging trend over a period of months leading up to the complaint.
a). From the feedback generate a graph demonstrating increase in complaints Quantitative Data is required to be presented here (e.g. emerging trends in data).
b). Discuss the use appropriate quantitative methods assist in more informed decision making with regard to the complaints being received [MKI Pg. 60-61]. By coming up strategies to rectify these issues discuss that the decisions being made are within the delegation of the group/individuals responsible [MKI Pg. 76-79].
c). Above your chart/graph discuss the statistical analysis is interrelating that members are dissatisfied with the availability of the reception staff at 7am, this is becoming an emerging trend as more members are completing the feedback form with regard to this same issue. [Appendix Booklet]
Table SEQ Table \* ARABIC 12 - Customer Complaints
19. Priority Matrix
From the above issues identified by the Member Simon Sayed and the Reception/Admin staff, place the issues in the relevant quadrants to create a Priority Matrix [LMOC Pg. 18] [See Appendix Booklet].
Above your matrix discuss why Aussie Fitness requires conducting a priority matrix with regard to the issues that have been raised and the impacts these are having on customer service and if they do not prioritise the issues this will impact the reputation/brand image of the organisation.
NOT URGENT
URGENT
IMPORTANT
UN-IMPORTANT
20. Operational Changes (a, b, & c)
From the issues determined by the Reception/Admin staff feedback answer the following: Check Question numbers
a). Identify operational changes that will need to take place for the improvement strategies to be implemented smoothly [LMOC Pg. 13].
b). You will need to include a review of policies and practices (P&P) that will filter down from the identified operational changes above (see the example in the table).
c). Identify which stakeholders will be involved in the changes and P&P’s
You are required to mention above your table that the P&P’s must be written with consistent standards within the organisational guidelines (all organisations have set standards for writing policies and procedures).
Table SEQ Table \* ARABIC 13 - Operational Changes
1. Operational change required
2. P&P to be reviewed
Stakeholder
Opening Procedure to start at 6:30am
Re-write opening policy (version control document)
Centre Manager
Reception Manager
Reception/Admin Staff
21. Technology (a, b & c)
a). Consider new technology requirements, make recommendations for Aussie Fitness to up-date their Customer Relationship Management System (CRM).
Explain the benefits of updating the CRM system to the owners of AF in confirming the fact that a new system would provide high quality, optimum efficiency, increase productivity and would ensure that information for internal and external stakeholders is up-to date, sufficient, accurate and relevant for the recipients [HRSP Pg. 15].
This means that all staff members have current data on all of their clients (relevant to the recipients).
b). Additionally discuss the importance of adhering to confidentiality and privacy policies in the transmission of information [MKI Pg. 118]. Discuss how important is that staff are made aware of maintaining corporate knowledge and ensuring security measures of internal and external stakeholders data [MKI Pg. 122]. The CRM system must have secure protection of personal details of all stakeholders.
c). Once the CRM system is in place staff will need to be informed/trained about the location, format and timeline requirements (version controls and updates of information [MKI Pg. 88].
22. Decision Making (answer a, b & c)
a). Produce a sensitivity analysis by using Table 14 (what if/scenario analysis) on proposed options for the CRM system [MKI 2.4].
b). Above your table discuss that decisions are made within the organisational guidelines [MKI Pg. 81] and procedures and are consistent with objectives, values and standards [MKI Pg. 81].
Complete the below table by following the scenario steps, using the proposal of implementing the CRM in Aussie Fitness:
Table SEQ Table \* ARABIC 14 - Scenario Analysis
Define the problem
E.g. Current CRM system out of date, reached its capacity
Gathered Data
E.g. Staff are only able to put limited member data in to the current system
Separate certainties and uncertainties
E.g. Trends in technology
Scenarios
E.g. Competition
Planning
E.g. Pilot Test
c) Decisions need to be taken in a timely manner for reliability of current information [MKI Pg. 84].
23. Approvals
Discuss obtaining approvals from the owners [Appendix P], [LMOC Pg. 73] for the suggestion of updating the CRM system. To gain approvals from relevant authorities discuss the formal method of doing so [See Appendix Booklet].
24. Pilot Test
Additionally when seeking approval discuss the suggestion to conduct a pilot test of the CRM system to test the design and system specifications to ensure they suits the organisations requirements [MKI Pg. 104] before launching a whole new system across the organisation [MKI Pg. 120].
25. Cost Benefit Analysis
Additionally to support the request for approval and pilot test create a Cost Benefit Analysis (CBA) for the CRM system you are wanting to implement [Appendix Booklet] [HRSP Pg 28] [LMOC Pg. 57] [MKI Pg. 70]. Discuss above your CBA the benefits of conducting the analysis and finalise your CBA with an assumed payback period.
26. Communication (a, b & c)
Complete table 15 below
The table provides the changes required, what strategies you will be using to embed the change, who will be involved in the implementation of the changes and, within an appropriate timeline (otherwise data becomes out of date and is un-reliable) to the BOD [See Appendix Booklet] [LMOC Pg. 49] [HRSP Pg. 49].
a). Above your table firstly discuss how you will communicate the changes that will be taking place in the organisation to the BOD (e.g. formal meeting – face to face).
b). Secondly once you have decided how you will communicate your discussion with the BOD, you will need to gain their feedback in relation to your change strategies.
Discuss how you will gain their feedback (e.g. questions at the end or questions as you go for each strategy).
Discuss that the feedback from the BOD is valuable and any changes required will be adapted in the plan before being disseminated [See Appendix Booklet] [HRSP Pg. 61] [MKI Pg. 114].
c). Finally discuss the importance of ensuring information is up to date, is accurate and relevant to the recipients before being disseminated across the organisation.
Table SEQ Table \* ARABIC 15 Communicating Changes
Changes
Strategies
Stakeholder
Timeline
Centres will have an ACM
Conduct a CBA to compare benefits to additional knowledge and skills within the organisation
Human Resources
Centre Manager
Sydney by March 2019
Brisbane by June 2019
Introducing seniors program
Staff training
Reception manned hours
Policies and procedures
27. Reviewing Plans
a) Discuss the review of the changes/objectives and goals of AF created on a regular basis [HRSP Pg. 54] and review where appropriate to achieve change program objectives [HRSP Pg. 64] [MKI Pg. 114].
b) Discuss reviews of the communication plans on a regular basis are important and conduct the importance of regular evaluation and reviews to modify the plan where appropriate to achieve change program objectives [LMOC Pg. 97]
28. Conclusion
Conclude you assessment with a comprehensive analysis of your findings
Assessment References:
Student to electronically enter references
