Introduction scenario

As the business manager of Bounce Fitness, you are always looking for new ways to keep clients motivated and engaged. Clients give several reasons for not maintaining their exercise program. The number one reason is a lack of motivation.

After careful analysis of Bounce Fitness' current engagement practices and industry insights, you believe a formal client engagement program will improve motivation resulting in significant increases to client retention, program completion and revenue streams.

To achieve a positive return on investment, you will need to develop a resource proposal and if accepted, manage the resources throughout the planning, implementation and monitoring stages of the program.

This is what you should know about the Client Engagement program:

Online Purchasing Policies and Procedures Purpose The purpose of this policy is to establish a process for Bounce Fitness employees who are designated to make online purchases. This policy covers the online purchase of both goods and services from external suppliers and vendors. Online Purchasing Policy Payment must be made through company credit card and the company PayPal account. In the event that these payment methods are unavailable and/or temporarily unavailable, urgent purchases can be made with the petty cash fund. Designated staff will be authorised to make online purchases. They must submit a detailed report to the Accounts Officer, who will, in turn, submit a consolidated report of all online purchases to the Centre Manager of the respective Bounce Fitness branch. Online Purchasing Procedure . Identify the goods or services that need to be purchased. Once the goods or services have been identified, determine the designated supplier/s. Alternatively, if the designated suppliers are unavailable research potential supplier/s who will be able to provide the same good or service, or equivalent, the usual supplier is able to deliver. Where necessary, contact potential suppliers to confirm details about the purchase which includes the payment method to use, timelines and specifications that aren't stated on the website. Where a new supplier or product and/or service is being purchased, complete an Online Purchase Request Form. This must be approved by your supervisor and Accounts Officer before the online purchase is made. . Complete the online purchase through the supplier's official online store or portal. . Once the transaction is complete a copy of the Online Purchase Form, attach the official receipt sent after your purchase is completed. At the end of the month submit the Online Purchase Forms and relevant attachments, along with a report of all purchases made to the Accounts Officer.Resource Efficiency Policies and Procedure The following policy and procedures are maintained in the interests of continual improvement: Policies 1. Bounce Fitness employees will be trained in resource efficiency strategies to reduce the consumption of resources. 2. Management endeavours to create better resource efficiency through use of sustainable practices in each of the Bounce Fitness centres nationally. Legislation Bounce Fitness is to comply with the following legislation below to enhance resource efficiency. Waste Reduction and Recycling Act 2011 Bounce Fitness promotes reduction of waste generation and encourages recycling in the work environment. Employees are required to: o Reduce paper usage and switch to online forms o Avoid using plastic disposable utensils and plastic water bottles o Use wooden utensils o Reuse binders and file folders Water Efficiency Labelling and Standards Act 2005 Bounce Fitness regulates water usage by conserving water supplies and using water-saving products. Employees are expected to contribute to Bounce Fitness's water conservation by: o Turning off the tap after use o Using fans and natural ventilation when possible o Switching off heating and cooling for air conditioning after hoursProcedures Quarterly assessment Bounce Fitness conducts research quarterly to identify the latest sustainable practices and strategies to enhance resource efficiency. Current 'Resource Efficiency' practices and strategies include: 1. Installing energy efficient bulbs and sensor lights 2. Installing water saving taps 3. Replacing single-use materials with re-usable materials or finding alternative more sustainable options. 4. Reviewing Sustainability practices on an annual basis to continuously improve by finding more sustainable options in all areas of the business. 5. Adopting the 'paperless workplace' concept to create better resource efficiency of ink and paper within the business. 6. Printing double-sided and recycling if paper needs to be utilised. 7. Utilising the recycling bins around the office for all recyclable materials. 8. Using of iPads in place of printing members files, contracts and other information accessed for members and customers of Bounce Fitness. 9. Emailing information, contracts and receipts to members rather than printing these documents. 10. Using power saving options on electrical office equipment if they are available.SMART Goals: Goal Target Outcome Difference Decrease dropout rate: 10% 9.5% -.5% Increase client retention 75% 71% - 4% Increase program completion 85% 75% - 10% Increase net profit $490,083 480,281 - 2% Personal trainer KPIs: Goal Target Outcome Difference Client cancellations 10% 15% +5% Client program completion 90% 82% - 8% Contact clients - text message/ calls 30 p/W 30 p/w 0 Post to social media 1 p/w 1 p/w 0This is what you should know about the Client Engagement program: Description: Bounce Fitness needs to build better relationships between personal trainers and their clients through a client engagement program. Bounce Fitness offer members the use of a 'Workout App' but it is under utilised. For the client engagement program to be successful, personal trainers will be in regular contact with their clients through: 0 text message reminders 0 making calls to check client exercise and dietary progress 0 up-dating workout plans via the Workout App 0 posting inspirational content on social media 0 monitoring social media engagement Objectives: I to introduce a formal client engagement program to: 0 decrease dropout rate - (non-participation) 0 increase client retention - (cancellation ofmembership) 0 increase training program completion 0 improve personal trainer KPI performance 0 Increase profits SMART Goals: Goals Current Target Timeframe Increase client retention 5 months Increase program completion 12 months Increase net profit $350 059 12 months Ta rg et , Timeframe 30 clients each Personal Trainer Performance KPls Client cancellations 10% 6 months Client program completion 90% 6 months Contact clients - text message/ 0 30 clients weekly calls Post to social media 0 1 post weekly Stakeholders: Internal stakeholders: CEO: Margaret House Management team: (Craig Fisher, Sarah Kelsall, Paul Daly, Don Fraser) GM Finance: Steve Brinkley GM Marketing: Kath Jones GM Human Resources: Laura Irish Centre Managers External stakeholders: Suppliers: national & international suppliers Logistic company: Fasttrack Industry body: (ASF) Australian Sport Foundation Personal 8 participating personal trainers - (2 X PTs in each centre) trainers: Estimated engagement hours per day (5 days) - 2hrs x $35 p/h = $70 Estimated clients per trainer - 30 clients Types of IT resources - External resource: (no current mobile Wi-fi service capabilities for resources each device) required: Physical resources - External resource: (no current equipment capabilities for each personal trainer) Human resources - Internal capabilities: (no current hours allocated for engagement to personal trainers) Program Budget: Total budget for the program (Year 1) = $100,000 Budget Costs: IT resource estimate: $40 - $60 per month Physical resource estimate: $300 - $500 Human resource estimate: $80,640 Allowable 5% allowable variance between budget costs and actual costs variance: Timeframes: Program start date: 6 weeks from current date: XX/XX/20XX