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Dyes Fitness Centers Executive Summary

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Reyes Fitness Centers Inc provides fitness facility to members who find the need to stay fit. The industry is changing where more fitness centers are sprouting and the company needs to act to keep up with the competition. The company hired a new Human Resource Director, Mrs. Patrick who had her work cut out for her. She hit the road running focusing on her department strategic goals. Strategic goals for the human resource management consists of having a consistent, collective align practices and policies that will facilitate the company’s strategic goals (Melon, 2014, p150). Mrs. Patrick realized the company had to reposition their strategic goal to maintain their share of the market. Competitors have special focus groups such as body …show more content…

Customer surveys were given which resulted in two focus areas. Customers were not returning because of non-usage and low customer service. Mrs. Patrick new she could make changes to help the company increase both areas. The information would feed into the process of how change would occur. The Process Change A scorecard was created which measures different aspects of the company such as customer retention, financial reports and processes. The scorecard took into consideration the aggregate planning to understand how many employees were needed to satisfy the customers to retain retention. The scorecard will show a unified effort of the team (Appendix A). The scorecard will also bring the employees as a team of cohesion, provide a sense of direction and focus (Ladimeji, 2016). Also, quality customer service is very important to the company as it their front line of sales. This can lead to better forecasting to understand the customer who steps in the door is more willing to return if quality service is given. This performance can be measured in returning customers and …show more content…

One way to present the information is in All Employee Meetings which ensure everyone hears the same message at the same time. All upper management should be the presenters of the meeting. The meeting should have a question and answer time at the end of the message delivery to ensure employees do not have other concerns that may have been missed in the communication or reclarified. Also, this resolves the issue of employees not knowing the company’s strategy. As Mello (2014, p 127) states ‘less than 50 percent of employees understand their organization’s strategy’. Potential Solutions Implementation to increase retention starts with quality friendly customer service. Employees need appropriate interactive training to ensure the level of service will be provided to the customer. Employees may view training as an incentive for their personal developmental goals. Also, the company will see an increase in sales and revenue. Another protentional solution is to look at the customer needs. Such needs can include and expansion of business hours and providing additional classes may also entice a returning customer. This may include hiring a personal trainer to teach classes. The personal trainer will also go through the employee training as they may need to work the front desk to cover the additional hours when needed. Best

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