Business Plan based on a case study of a leisure centre Essay

Business Plan based on a case study of a leisure centre - Essay Example In order sort out issues better, one of the major problems would be identified for every segment, the aspects that need to be addressed in such problem would be discussed, then the process of implementing the action plan would be stated and the way it would assist the leisure club would also be clarified. Sales, Marketing and Customer Service In this segment focus would be on the marketing, sales and customer service segment of the fitness and leisure club. As the customer survey report indicate, the customers seem to be quite satisfied with the services being offered in the club, but the yearly statistics for marketing or customer service reveal a different picture, and sales is totally depended on these two aspect. The sports hall is closed for two month as the roof is leaky, poor food safety standards, etc. These are maintenance drawbacks, which reveal that the council and employees of the centre are not marketing their services well to the customers. In such case immediate refurb ishment of the centres are required. If the quality of facilities and amenities offered to the customers are improved and provided in a systematic manner, through right planning and restoration, then this condition will improve. Sales will automatically increase when the centres are renovated and re-launched along with all the facilities that would also include a technology based framework for performance, and sales assessment and monitoring (Lewis, 2007). As far as the record of customer service goes for these centres, it is even poor because the female members are not safe; there are no female lifeguards, and many more. The assistant manager is being accused of sexually harassing the female staff, which reveals that when the environment of the organisation and the standard of customer service can be expected from the incidents mentioned. The quality of customer service and safety of members especially female and children is necessary (Jeffs, 2008). The action plan for marketing an d customer service would be discussed in steps to provide a clear view of what needs to be done: The first step would be to list all the refurbishment work that needs to be done for the centres. The second step should be to estimate the refurbishment cost, and assess the sources through which funds would be derived for refurbishment. The third step should be to develop strategies to offer all those facilities appropriately to the customers, for which Fridley Leisure Centre is known for. The fourth step to arrange for financial assistance from the assumed sources. The fifth step would be to re-launch the centres, invite members, and ensure them of good environment, facilities, and safety (Griffin, 2012). The final step would be to stay focused towards the safety and specific requirement of female members and children. This is a way of extensive marketing through which revenue will increase aggressively. The club membership once became stagnant, will start increasing again. Goodwill w ill increase for improved customer service, and increasing level of safety. It will also assist in receiving grants from government for further financial assistance and improvements (Brassington, and Pettitt, 2007). Human Resources or Staff Management This discussion would be based on another most significant area of the organisati