Management Plan for Melbourne Sports Center - Essay Example

TITLE MANAGEMENT PLAN REPORT NAME Executive summary Management is an activity that companies use to ensure that they attain all their targets in the long run of a business activity. In this management report, the organization management will be analyzed, their challenges will be identified and a recommendation to be implemented will be provided. The plan will be able to identify various methods to be used to attain the required solution for the problems identified in the service delivery of the organization. Melbourne sports and the aquatic center has different challenges facing its service delivery to their clients. The organization has developed various services to offer to their clients although some of the services are not up to the required level they strive to achieve the required level. The quality of services the company offers can be improved using various methods that can be implemented by the organization. Melbourne sports and aquatic center is a well-recognized sports facility in Melbourne and the whole of Australia. This is due to the quality of services they offer and the employees they have at their disposal. However, there are problems being faced by this facility since there are customers who at times complain about their dissatisfaction in the kind of services they are being offered. Customer delays causing a change in schedule will inconvenience most departments. Problem definition Customer delays causing changes in schedule Melbourne sports and the aquatic center has in recent times enjoyed a successful growth and development. However, there are a couple of challenges that is still facing the organization in the recent past in the back of house area (BOH). Various activities are affected by customer delays for their training. Activities like player support/ athlete services are affected by the lateness of customers who visit the facility when the training is almost done. The clients who report to their daily training inconvenience the facility program due to their delays that lead to changes every time in the schedule that has been developed by the facility. The activity problem that is affected majorly in the facility is player support/athlete services. This challenges leads to poor quality of services the customers are provided with since the change in some of the schedules set will affect a different shift coming to the same facility. Introduction Player support and athlete services are facilitated by Melbourne sports and the aquatic center department of sports training. The report will be able to highlight the challenges faced by clients who participate in this activity served at the facility. The procedures that will be used to implement the recommendations will also be discussed in this essay. The facility is experiencing a rise in number of customers every year and is found not prepared to tackle the situation with their hands leaving their customers to be prone to these problems of changing schedules due to customers’ delays. The customers should be provided with the kind of services they expect in order to prevent them from changing their choices and preference of Melbourne sport and aquatic center as their option. The management has to implement various plans to ensure that this does not happen to the organization since there are stakeholders who will be disadvantaged by the reduction of customers using the facility. There should be plans to solve the problem in the right time to avoid any inconvenience to both parties. Customer expectation Clients who participate in different activities in the organization expect the organization to deliver quality services to them. Understanding the expectation and satisfaction of customers in an organization is one of the essential practices required by the management. Customers expect to be provided with adequate time for training and exercise and proper following of the schedule set by the trainers of the facility. The increased perceived quality of services provided to the customers enables the organization to satisfy their clients and retain them whenever there is a competitor. Melbourne sports and aquatic center should perform analysis of customer’s satisfaction so as to allow them to; differentiate the aspects that are significant in affecting the quality of services they deliver. To identify which aspect caused satisfaction and which ones do not. Increase the quality of the identified aspects so as to satisfy the customer’s expectation. The following are client centered expectation: Exceeding client’s expectation: the accuracy of the company in delivering the services they promised their clients is treated as an exceeding expectation by the clients since uncommon; commitment, swiftness, courtesy and competence are not normally expected by all clients when they are served in various organizations. Clients expect services basis: different clients have their perceived expectations when they choose Melbourne sports facility. When a customer visits the gym for player support/athlete services, he/she expects a schedule to be followed and time allocated should be equivalent to the amount of money paid to the facility to deliver that activity. The more expensive the service, the higher the quality of the service. Managing promises: customer expects the organization to deliver their promises as they are indicated in their service charter. When they find some of the services re not delivered as they are indicated they tend to get dissatisfied. Customer delays cause the organization to fail in its promises of maintaining a proper schedule. Customer relationship: a client who visits Melbourne sports and aquatic center expect the employees of the organization to develop a friendly relationship with them to enhance the quality of service delivery. Levels of customer expectation: different research study indicate that customers’ expectation levels are of two kinds; desired and sufficient. The desired level is services which customer always hopes to attain even though they might not have paid for them. Sufficient level is the kind of services that the client finds them acceptable. Personal zone of tolerance is a situation where the quality of services expected to be delivered to the customer varies slightly from the actual quality. The price of the service might not be equivalent to the level of services delivered to the customers. This is a zone where the customer accepts anything between the satisfactory quality ranges delivered by the organization. Client who expects to be provided with training for two hours may be satisfied if the training is provided for thirty minutes less than the actual time span given to the event at the time when the customer was paying for the service due delays caused by the customer. Also the zone of expectation may vary due to the situation experienced by customers in the first instance in that activity, when customers return for a second time to the same activity and finds out that there are some omitted services he/she will feel dissatisfied. According to Lee, et al., (2015), in the service quality models the outcomes are on a variable scale in different states; dissatisfaction, satisfaction, and delight. Dissatisfaction result from poor perceived quality of services that are being offered to the clients. Delight results from high-quality services that are being offered to the clients. Satisfaction result from adequate and efficient services offered to the clients when they visit the Melbourne sports and aquatic center. There are many benefits of understanding customer expectations. Satisfied customers receive quality services for much more than they expected. Through customer satisfaction, it helps in keeping the customers happy and enjoys the services offered. It enables employees to focus on fulfilling customers’ expectation. It helps to resolve customer complaints and hence recognizing different areas to be improved by the organization. Management plan to resolve the problem The problem that is faced by Melbourne sports and aquatic center in delivering various services it the activity of player support and athlete services can be resolved in various ways. The problem of delays caused by clients can be addressed through various ways as it was recommended in part A of the audit. The organization will be required to implement the recommendations given. The organization should implement the use of technology to address this problem. To cover for the delays caused by customers, the organization should be in a position to give a schedule which is flexible to all customers to compel them from delaying to attend the training session causing a change in schedule to accommodate them. Total quality management This is a management approach to a long-term success through customer satisfaction. To solve the problem of dissatisfaction of clients due to delays of some of them, the organization should create a very flexible schedule and accommodate delays by some customers. When implementing this approach, there is no one solution to the problem of dissatisfaction of customers due to delays of other clients. This approach uses strategy, data, and effective communication to solve the problem of delays by customers. The approach is customer focused hence the customer determines the level of quality of the solution provided by the organization. Changing of schedule by the organization should be directly related to the customer since a change in the schedule only arises from the customer delays. The total employee involvement in working towards a common goal for the organization also helps in determining if the solution implemented by the company was effective or not. A process-centered solution will help the organization to determine which goals are to be achieved when a certain solution is implemented. This measures the performance of the schedule that is integrated into the system to solve the problems faced by the organization since they are continuously monitored in order to detect unexpected variation in customer expectation. The implementation of total quality management will enable the organization to solve the problem of customer delays and changes in schedule that has dissatisfied some of the organization’s customers. Melbourne sports and aquatic center should develop various implementation approaches for total quality management. Top management should learn to decide and commit to total quality management. The organization should access the current culture, quality management, and customer satisfaction. The management should identify core values and principles to be used and communicate them to the employees. The organization should identify and prioritize customer demands and develop service delivery system that will be able to meet the expectation of the customers. The management should develop and map critical processes like developing an efficient and flexible schedule to prevent dissatisfactions due to delays by some customers. Daily process management should take place to standardize the quality of service the organization has implemented and the improvement made on the scheduling of training for customers. Constant employee awareness and feedback on status are provided, and a reward/recognition process is established in order to make employees implement the new schedules to solve customer dissatisfaction. Application of best practice and quality management principles The organization has to apply different practices to satisfy their clients and to solve various problems experienced by clients in various activities that are undertaken in Melbourne sports and aquatic center. The management has to consider the following practices 1. Customer-focused Any initiative that the organization plan to develop should be able to solve what the customers demand in order to satisfy their customer needs. When the management of the organization is making various schedules, they should consider the impact on their customers. The problem of delays caused by clients and change in schedule should be solved in favor of the customers’ satisfactory level. Developing a customer related solution should be the priority of the organization. 2. Empowering employees Employees form the backbone of customer satisfaction. Solving problems affecting the clients should start from empowering employees to help in solving various problems that are faced by customers. When employees are not paid adequately, they will tend to offer poor quality services making the organization to lose customers even though there are a well-developed schedule and no delays for the various activities undertaken by the organization. Employees who are paid sufficiently sometimes tend to attract even more customers by accommodating any delays of clients in training. The organization should ensure that solving customer problems should involve the employees since they are the ones who will determine if the impact is made on the initiative that the company has developed. 3. Customer relation Customers should always be involved in the process of striving to solve problems related to them. The organization should ensure that there is sufficient information on the customer feedback so that they can be used in correcting the issues delay of customers and change in schedule. There should be a clear link between the organization and the customers so as to determine the impact of various implementation by the organization. When the organization implements certain solutions, they should ensure that the customers are informed about the changes so as not to inconvenience them. Quality management principles that may be applied by the organization to solve problems experienced by their customers and to ensure satisfaction through service delivery are as follows; Leadership Leaders should develop solutions to customer problems and unify the organization towards achieving them. The implementation of an efficient schedule to accommodate customers’ delays should make use of good internal environment and also external so as to reach their aims and achieve their target. They should develop realistic goals and inspire the workforce to ensure that they develop a good schedule that will suite all customers despite their delays. Involving people All people working in the organization should participate in the running of the organization at all levels. Solving various problems faced by the company will need the support of all people working in the organization. This enables them to explore all their abilities for the benefit of the organization. This is enhanced through motivation. Process approach Top management learns about and decides to commit to TQM. TQM is identified as one of the organization’s strategies. This enables the organization to identify and solve issue like those of customer delays. The organizations assess current culture, customer satisfaction, and quality management systems so as to be able to solve all problems encountered by the customers. Continual improvement Even though the customers will not complain of some problems, the organization should ensure that they solve future problems and even the past by improving service delivery in all areas affecting the clients. This is attained by providing more training opportunities in the organization and also improving the quality of services. The organization’s performance should be permanent at all levels to enhance continuity. In conclusion, Melbourne sports, and aquatic center should be in a position to solve their customer’s dissatisfaction due to customer delays and changes in the schedule in the activity of player support and athlete services. The organization should implement the above recommendation and way in which the organization should solve the problems. Customer satisfaction should be given priority as that of the employees so as to be able to attain the targets set by the organization’s management. The level of customer satisfaction will always influence the number of customers that user the services offered by the organization. Different principles and practices should be applied in order to achieve these targets. The use of total quality management should be emphasized by Melbourne sports and aquatic center to attract more customers and achieve a higher customer satisfactory level. References Krajewski, L. J., Ritzman, L. P., & Malhotra, M. K. (2012). Operations management. Pearson Education Limited. Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. pearson. Papp, J. (2014). Quality management in the imaging sciences. Elsevier Health Sciences. Sallis, E. (2014). Total quality management in education. Routledge. Arditi, D. (2012). Construction Quality Management: Principles and Practice.Construction Management and Economics, 30(6), 500-501. Read More