Operational Assessment and Performance Improvement
Across the United States and abroad, wellness facilities are confronted with unprecedented challenge including a tough economic environment, changes in consumer expectations, aging facilities and increased competition. As communities adjust to this challenging environment facilities must act quickly to identify the critical issues and implement necessary changes to ensure future success.
Our approach involves providing an objective analysis of the market dynamics, current operations and financial condition of the center in order to determine opportunities and make recommendations for improving performance.
The key tasks involved in an operational assessment and performance improvement engagement include:
Assessment of Current Operations
- Review staffing model, organization, job descriptions and schedule
- Review compensation plans and incentives
- Identify club leadership strengths and opportunities
- Review current operations systems, policies and procedures
- Identify process for tracking employee production and performance
- Review member surveys, feedback process
- Rate current member experience delivery
- Review new member integration process
- Review member cancellation process, attrition statistics and trends
- Review current programs and services offerings, protocols and schedules
- Review facility and equipment maintenance policies and procedures
- Review facility safety and emergency polices and procedures
- Interview key operations staff and observe operations
- Review new member integration process
- Identify process for strategic planning and goal-setting
Presentation of Findings and Recommendations
- Outline issues, opportunities and ideas to improve operational and financial performance.
Recommendations Implementation Assistance
- Provide and oversee implementation strategies for all approved changes
- Provide management consulting as needed for Director
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Provide staff training for:
- Leadership development
- Customer service delivery
- Operational effectiveness
- Implementing new programs and operations
- Membership sales policies and procedures
