Analysis

Analysis

Quality is defined as a product or service having the ability to consistently meet and satisfy or exceed their customer’s expectations.  Quality  is everyone’s concern at World Fitness, for all employees.

Process Strategy

World Fitness is a front office. They have front office operations, such as registrations making the company a high customer contact.

Inventory Management

The inventory for the company would consist of wipes for the machines, cleaning products and paperwork for memberships. The company is a service company, because of that we do not have a large inventory of raw materials.

Process Analysis- Pareto Chart

Quality was always the most important aspect of competitive priority for World Fitness.  Because of that, it has always been very important for the company to measure the quality of performance and customer satisfaction. The company has a suggestions box in the front desk. This way, the owner is on top of customer satisfaction. For years, that is a goof way the owner measure customer satisfaction and employee’s performance.

World Fitness has a check list that consists of 6 points: If the employees are helping, cost of membership, cleanness, registration, quality of the machines, price, friendly environment, level of customer satisfaction and discourteous employees. After each topic, you will find the rate for each activity.  

Topic                                                                                      Frequency 

·         Cleanness                                                                                   10

·         Cost of membership                                                                    5

·         Registration                                                                                  8

·         Machines quality                                                                          7

·         Employees ability to help                                                           5

·         Friendly environment                                                                  9

·         Discourteous employees                                                           3

We will use this chart to design the Pareto chart and check which items could be creating costumer dissatisfaction.

The pareto chart above shows that the highest levels are cleanness, registration, and friendly environment. These may be due to customers coming from gyms such as Retro Fitness to World Fitness. While the gym the gym aims to please on all levels, there will be those few customers that have problems with something that need to be addressed. The failures of the three result in a 67.5% turn around rate. The management team can change 67.7% of failures that customers see.

Fishbone Diagram

Most of the times, people join gyms because of recommendations of satisfied customers. When a consumer is happy with the services they received from the business, they are more likely to refer their friends for new memberships.  World Fitness believes customer satisfaction very important. Sometimes, employees can damage the reputation of a business. Our company believes that everybody should work as a team to satisfy costumer’s needs.

The fishbone chart above shows the reasons that lead to low customer satisfaction. Low quality equipment, pricing, and poor support are a few reasons low customer satisfaction happens. While World Fitness tries to be the best gym in town, like previously stated there are customers that will have an issue with some things. Customers who put in the suggestions box had a few issues. This may be due to customers using a different gym previously. Since a customer maybe use to a bigger gym, they may feel the price needs to be lower due to the size. Also, if there are less employees, the customer may feel low employees may be a factor in price versus support.

World Fitness wants to deliver exactly what the customer is looking for. It is important always to priorities quality and satisfaction. Since quality is the main aspect of our mission, World Fitness believes that team work is essential.

When trying achieving employee involvement within the TQM model, it is useful to include a teamwork strategy to create accomplishment. We can use multiple approaches to teamwork. World Fitness strongly believes in team work to help out the clients needs. For instance, if a person that works in the front office sees that a customer needs help with a machine, they promptly look for a personal trainer to help. Nobody should be left hanging waiting for help. Mr. Cappodano is the team leader but all employees are team players.  Each week Mr. Cappodano and the rest of the employees meet to chat about, recognize and try to make solutions to solve any issues that may have occurred that prevent them from providing the best of a quality service.