Part 2 Case Study Overview

Bounce Fitness Systems

You've reviewed that the task of each team allows them to practice their critical and creative thinking skills. You want to ensure that these skills are supported by the current systems Bounce Fitness has in place. You are aware that most of Bounce Fitness's systems have not been reviewed or updated for a while now. You decide that this would be a good time to look over the systems and check for necessary changes or updates to make to improve Bounce Fitness's processes.

You choose two systems to review that would be applicable to both your teams:

The first system is the Performance Management System. Bounce Fitness' performance management system puts into place an annual review for all employees. The organisation uses a forced ranking system for its employees. In this system, there is a set percentage that tells how many employees can be classified for each group.

Each employee's performance is reviewed against their key performance indicators (KPIs). These KPI differ per employee, depending on their role and responsibilities.

The second system is the Customer Relations Management System. This system contains a process to handle client complaints. Clients are encouraged to fill out a complaint form for documentation. These forms are then forwarded to the concerned department to be resolved. If clients are becoming emotional enough that they might be disrupting others, employees may offer the client with a $10.00 gift card to Bounce Fitness services as an apology for the inconvenience.

Bounce Fitness employees are also encouraged to recommend the product or service of the month to their clients. This is to introduce them to new products and services that the clients might be interested in.

Questions for the Team
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Questions for the Individual Team Member
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