Flashcards
QUEST scheme: benchmarking and benefits for leisure facilities
Cards in this deck (10)
- 1What is Quest?A tool for continuous improvement, designed for the management of leisure facilities. It defines industry standards and encourages ongoing development within customers
- 2What is benchmarking?When you compare your standards with other venues of facilities to see how you are performing and ranking.
- 3What areas do they measure?customer satisfaction
staff morale
facility usage (how many customers)
cleanliness - 4Steps to gaining QUEST?apply
self assessment - make improvements
trained assessor
mystery shopper - 5What percentage do they need to qualify? and what percentage to get 'excellent'?60% and above to be approved
84% and above to get excellent - 6Benefits of quest to customers?Service will be improved.
Their needs will be listened to and met.
customer service is judged individually so should be improved. - 7Benefits of QUEST for organisations?Quest gives a structured framework for comparison.
Way to gain publicity and achieve national award.
Well recognised approach to management. - 8Benefits of Quest for Staff?Improved motivation and understanding of their job
better professional development - 9Disadvantages of QUEST?Need full commitment form all staff, especially if their pay is not linked to effort
May be too demanding for staff and may de-motivate them.
Staff may lack confidence to voice their ideas. - 10What is investors in people?is a national standard of setting a level of good practice for training and development of PEOPLE to achieve personal and job goals. They can help a company improve their training of staff to get better results. More than 5 staff members.
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- Flashcards on Untitled, created by lozmonkey on 05/05/2015.
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- lozmonkey
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