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 0 This is what you should know about the Client Engagement program: Description: Objectives: 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: text message reminders . making calls to check client exercise and dietary progress up-dating workout plans via the Workout App posting inspirational content on social media monitoring social media engagement to introduce a formal client engagement program to: decrease dropout rate - (non-participation) increase client retention - (cancellation of membership) increase training program completion improve personal trainer KPI performance Increase profits SMART Goals: Goals Current Target Timeframe Decrease dropout rate 22% -10% 6 months Increase client retention 63% +12% 6 months Increase program completion 60% +25% 12 months Increase net profit $350,059 +40% 12 months Target Personal Trainer Performance KPIs Timeframe 30 clients each Client cancellations 10% 6 months Client program completion 90% 6 months Stakeholders: Contact clients - text message/ 0 30 clients weekly calls Post to social media 0 1 post weekly Internal stakeholders: Personal trainers: Types of resources required: Program Budget: Budget Costs: Allowable variance: Timeframes: - - - 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 8 participating personal trainers - (2 X PTs in each centre) Estimated engagement hours per day (5 days) - 2hrs x $35 p/h = $70 Estimated clients per trainer - 30 clients IT resources - External resource: (no current mobile Wi-Fi service capabilities for each device) 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) Total budget for the program (Year 1) = $100,000 IT resource estimate: $40 - $60 per month Physical resource estimate: $300 - $500 Human resource estimate: $80,640 5% allowable variance between budget costs and actual costs Program start date: 6 weeks from current date: XX/XX/20XX Risk assessment matrix CONSEQUENCES 3-Serious 4- Major 5 - Critical LIKELIHOOD 1- Minor 2- Moderate 5 10 15 5- Certain 20 25 4- likely 4 8 12 16 20 3- Moderate 3 6 9 12 15 2- Unlikely 2 4 6 8 10 1 - Rare 1 2 3 4 5 Moderate Key Significant Low risk risk High risk risk