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Process Design Matrix and Summary

Essay by   •  February 3, 2014  •  Research Paper  •  818 Words (4 Pages)  •  1,512 Views

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Process Design Matrix and Summary

Process Design Matrix and Summary

The executive summary is outlining the specific approaches of design for 24hour Fitness. The summary and information will provide the process of design and its approaches, like the process design, the workforce, and quality of fitness area and their products. 24-hour fitness is a different way to conduct fitness training, and they are becoming a fast leader in the fitness industry. 24-hour fitness has an outstanding staff and an exceptional customer service department.24-hour fitness-operating model and their process design have current and evolving technology to service the customer the best. The major key results in the design process have displayed a great range from competitive amenities to an extremely well organized customer service, which corresponds with a high member satisfaction rating.

Process Design Approach

The services that 24-hour fitness provides are outstanding especially the personal fitness training, and the products delivered through this nontraditional gym setting. Face-to-face client interactions are also a big part of the product delivery system that 24-hour fitness has in its arsenal. 24-hour fitness also has different channels of communication that include, twitter, Facebook, e-mail, and phone. The company also offers a customer self-service option that include member self-check in and out, and member visitor check-in and out. This process makes it clear that 24-hour fitness caters to the customer and not so much on company or corporate needs. The company developed a survey for the customer to rate 24-hour fitness, and the experience the customer has had. The survey was developed by employees and management for corporate to create a better marketing plan with new found information for the sales staff to better understand their customer's needs.

Workforce

The IT department has communicated that the new 24-hour fitness mobile application has provided a positive feedback, which allowed the IT department to formulate a more streamlined approach to customer care through the mobile application. The company's first knowledge of this application was for the iPhone, but they soon found that not all their members had iPhones, so IT streamlined the application to suite all smart phones. This allows clients to interact with their personal trainer, log gym visits, and workouts. The mobile application allows a personal attention approach with members. The body bug program allows clients to set weight gain or weight loss goals, displays calories burn, and keep a food log to keep track of calorie intake. Both of these online features are introduced by 24-hour fitness and have created a new way to interact

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