Strategic Plan Part 3: Balanced Scorecard and Communication Plan
Erika A. Cisneros
BUS/475
05/16/2016
Garold Cole
The main aim of Always Fitness is to provide service that is fun, affordable and convenient to their customers in order to help them maintain their health both physically and psychologically. The mission of Always Fitness is to inspire individuals to strive for a healthy lifestyle, and to provide their members with convenient options that will help them achieve their desire to exercise irrespective of the situations in their lives. The new personal online service for Always Fitness provides a perfect opportunity for members and other groups of people who do not have time to take part in their training due to one reason or another. The new personal online training service will provide members with an individual workout tailor made for individual’s physical and mental needs. The program is inclusive of a personal virtual trainer, a smart wristband that assesses the vitals of the member body, and a scale to track their weight to determine what exercises are needed for the member.
However, in order for the program to succeed, several performance metrics need to be considered. They include; cash flow, customer satisfaction, productivity and employee satisfaction.
Cash Flow
Cash flow refers to the amount of money that is being transferred into a business and out of the business. Cash is essential in running a business effectively. Always Fitness is able to reach out to many people since it has gym locations in North America, South America, and Canada. This is aimed at increasing their market share and the cash flow of the company because their prices are flexible. An increase in market share places them in a better position to compete with their competitors such as Optimum Body. When a company offers unique services they have an age over their competitors. According to Armstrong and Green (2007), an increase in market share is significant to the growth and success of a company. Always Fitness will be able to leverage on the increased market share in order to increase their revenues. A positive cash flow of the business will enable them to be able to efficiently run the business.
Customer Satisfaction
Customer satisfaction is the key to every business. Customer satisfaction can be measured through metrics such as the voice of a customer. A company can be able to determine the satisfaction of their customers through feedback from the customers. It is essential for a company to constantly measure the satisfaction of their customers for every division of the company. The new personal online program of Always Fitness is aimed at ensuring customer satisfaction at the comfort of their homes. The new program of Always fitness offers services according to the specific needs of their members, therefore, ensuring that their members are satisfied with the service that they provide to them. The personal online training service provides the members with a personal virtual trainer, a smart wristband that assesses the vitals of the member body, and a scale to track the weight of the member to determine what exercises are needed for the member. Furthermore, the satisfaction of a customer depends on the quality of service that is provided to them in order to meet their desired expectations (Kuo, Wu & Deng 2009). Always Fitness will be able to determine the success of the new program through the number of customers they are able to retain and the enrollment of new members who are interested in the training program.
Productivity
Companies use process performance tools in order to ensure constant improvement in productivity of the company. The new program will enable Always Fitness to increase their productivity due to improved service delivery and the ability to reach out to many people. They will also be able to increase their productivity since they are able to adequately handle the needs of their customers to their desired expectation. The new equipment that is used in the new program will help enhance service delivery, therefore, increasing the revenue of the company.
Employee Satisfaction
In order, to achieve excellence companies should also pay attention to areas that matter to their employees. Employees always want to feel valued and know that they make a valued contribution in their workplace in order to deliver quality service. Companies should put in place policies and procedures that will enable employees to perform well in a workplace. Employees should be trained in order for them to be able to maintain correct standards of ethical and professional conduct when providing services to their customers. The new program offered by Always fitness ensures their employees are satisfied in a workplace. The purchase of new equipment such as a smart wristband, a digital scale, and the artificial intelligent software enables the employees to perform their duties effectively.
Risk
Always Fitness faces a risk of being sued in case a member gets hurt while listening to their advice online and decides to sue them. However, Always fitness can be able to protect them by acquiring general liability insurance. Also, they can include a disclaimer about their exercises and workouts provided online.
Communication plan
The main purpose of the personal online training for Always Fitness is to inspire people to live a healthy lifestyle in the comfort of their home by providing them with the best opportunity to achieve this goal. The personal online training program targets businessmen and women in the corporate sector. As well as middle class working families who are not able to find time to go to the gym due to their busy schedule and other members that would like the service just in case they are not able to make it to a personal training session. A market research was carried out in order to gather information on the new program in regards to the expectations of the customers. The research revealed that social media sites such as twitter and Facebook, and websites such as Google plus that have a heavy flow of people would be a perfect for advertising the service because they will be able to reach out to many people.
Conclusion
It is important for a business to keep inventing new business models that are in line with their mission, vision, and values in order for the business to constantly grow and increase their revenue. This should apply to all divisions of the company.
References
Armstrong, J. S., & Green, K. C. (2007). Competitor-oriented objectives: Myth of market share. International journal of business, 12, 117-136.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in human behavior, 25(4), 887-896.
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