Process Design Matrix and Summary Case
Autor: Glow Kang • April 22, 2015 • Essay • 638 Words (3 Pages) • 2,644 Views
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Process Design Matrix and Summary
Gloria Kangarlu
OPS 571
University of Phoenix
March 27, 2015
Process Design Matrix and Summary
This executive summary will outline the specific design approaches for George Brown Sports Center (GB3). In the executive summary, information will be provided about the process design approach, the workforce, and quality of amenities and products. GB3 has separated itself by becoming the best equipped gyms in the Valley. The company prides itself in extraordinary customer service. Their operating model or process design has numerous areas that are current with evolving technology. The key results as defined in the process design display a range of extremely competitive amenities and services along with extraordinary member satisfaction.
Process Design Approach
Personal training services and products are not only delivered not through traditional gym locations and face-to-face client interactions but also different channels of communication such social media, email, and phone. The company also offers online features to personalize one workout. For example, the gym offers free Wi-Fi to gain access to visit the online schedule, watch online workout videos, or to simply listen to motivational music. Additionally, the gym allows visitors the ability to printout guest passes before coming into the gym. It is clear that the services and products are intended around the member’s needs. Other systematized systems were formed for the member needs as seen fit by the upper management team. A company survey was developed rating member’s experiences. This survey was created for management to create more efficient marketing procedures and sales approaches.
Workforce
The management has found positive results with the new and existing locations which allows for more streamline services for members and clients. One finding indications of superior customer service has been spread through word of mouth. The clean gym facilities, availability of classes and daycare allows a personal attention approach with members without stress. Gb3’s great customer service and affordable membership packages allows clients to set weight gain or weight loss goals. The gyms online features have created a new way to interact with their members and clients. Additionally, the personal training department also offers its clients the latest fitness exercises programs and equipment used by professional athletes. The personal trainers use TRX training to help clients with weight-loss, performance enhancement or strengthen conditioning.
Quality of Amenities and Products
The company offers the lasted fitness equipment and technology to its members and clients. All members have full access to the entire member workout area and group classes at no additional charge. Gb3 strides to be the leader in the fitness industry providing indoor pools, TRX cages, basketball courts, spin classes, daycare, and open 24 hours a day at some locations. The training department sets itself part from the competitors by offering the product of personal service, while aiming to provide great customer service. They also offer numerous training packages to fit member’s goals and budget. The workcenter for the GB3 personal trainers is located near the throughout the gym. A workcenter sometimes is referred to as a department and is focused on a particular type of operations” (Jacobs & Chase, 2011, p. 163). This allows for other members to observe what a personal trainer services entails.
Conclusion
George Brown Sports Centers have strived through a downturn in the economy. GB3 has flourished as an innovator in the fitness industry and has been successful in its approach. The executive summary has outlined the key results of the process design display. The company has been able to key into their members and societies health needs. The company has been able to build up membership relationship with customer satisfaction by giving excellent and quality services. The management team has been able to be successful in its process design approach by being able to adapt to its client’s needs.
References
Jacobs. Jacobs 13ed, 13th Edition. [VitalSource Bookshelf version]. Retrieved from http://online.vitalsource.com/books/9781121899308
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