Monitoring appropriate systems to improve organizational performance. (Answer 4 questions) - Coursework Example

A Balanced Scorecard can be used for this purpose as it involves not only financial aspects of the business but also encompasses customer and internal business processes.2 The Balanced Scorecard which the company shall use is depicted below. A culture of quality can be developed in an organization if there is smooth internal communication between the employees.3 There need to be other features such as internal feedback as depicted by the Deming’s view of a system given below4. As shown in the figure above feedback to suppliers and employees is vitally important.

It is equally important to seek out customer feedback and opinion through Market research and surveys.5 Russian Fitness Centre will employ this framework and perform all its functions with complete transparency. As far as internal structure is concerned the following figure depicts the flow of information and feedback in the Russian Fitness Centre. It has been shown above that the Russian Fitness Center would use Balanced Scorecard to monitor its standards of service. But one of the disadvantages of a Balanced Scorecard is that it focuses on specific parts of the business.

This gap can be filled by employing TQM (Total Quality Management).6 TQM is a quality control technique pioneered by Japanese Automobile companies such as Toyota. It focuses on improving every part of the business and hence making a complete change in the overall structure of an organization.7 As far as Russian Fitness Center is concerned there will have to be a few changes in the various processes. There has to be a proper integration of the ‘front line’ staff such as the customer service assistants and the managers.

This linking will help the management in being aware of the issues that are raised by customers. For example a customer may complain about lack of certain equipment in the fitness center. Usually these kinds of complaints go unnoticed unless the customer