Process Design Matrix and Summary
Randy Patino
OPS/571
July 31, 2013
Dr. Johnson
Process Design Matrix and Summary
This executive summary will outline the specific design approaches for 24hour Fitness. In the executive summary, information will be provided about the process design approach, the process design, the workforce, and quality of amenities and products. 24hour fitness has separated itself becoming the leader in the fitness industry. The company prides itself in extraordinary customer service. Their operating model or process design has numerous areas that are current with evolving technology. The key results as defined in the process design display a range of extremely competitive amenities and services along with extraordinary member satisfaction.
Process Design Approach
Personal training services and products are not only delivered not through traditional gym locations and face-to-face client interactions but also different channels of communication such social media, body bug program, email, and phone. The company also offers a self-service features for example, membership able to check themselves into the gym and visitors able printout a guess passes before coming into the gym. It is clear that the services and products are intended around the member’s needs not so much towards the company needs for the corporate. Other systematized systems were formed for the member needs as seen fit by the upper management team. A company survey was developed rating member’s experiences. This survey was created for management to create more efficient marketing procedures and sales approaches.
Workforce
The IT department has found positive results with the new 24hour Fitness mobile application which allows for more streamline services for members and clients. One finding indications that the mobile application was first introduced by the IPhone which allows clients to interact with their personal trainer, log gym visits,...