industry standards


Maintaining standards: Central YMCA in London adopted the FIA Code of Practice


THE BALANCED SCORECARD


A strategic planning and management system open to all businesses in all sectors, The Balanced Scorecard measures traditional financial metrics alongside non-financial performance measures – the aim being to give managers a more ‘balanced’ view of their organisation’s performance. The Scorecard aims to help any


business – from private companies to not-for-profi t organisations – clarify their vision and strategy, improve performance and translate all these things into ‘marching orders’ for the staff on a day-to-day basis, with a view to continuously improving strategic performance and results. By aligning a business to four


perspectives – learning and growth, business processes, customer, and fi nancial – then measuring performance and evaluating results, it also creates a framework for improved internal and external communications, smoother day-to-day operation and the achievement of strategic goals. For full details, visit www.balancedscorecard.org


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FIA CODE OF PRACTICE CASE STUDY: Central YMCA, London


“A


s a club, we strive to provide consistently excellent facilities


and service to our members. “The sector’s recognition of the


FIA’s Code as a benchmark for professionalism, customer service and commitment to duty of care made it the most relevant scheme for us,” explains Central YMCA facilities manager Alun Wood. “Reaching the high standards of the Code’s assessment required


CUSTOMER SERVICE EXCELLENCE SCHEME


The Customer Service Excellence Scheme (formerly the government’s Charter Mark) is designed to offer all public services a practical tool for driving customer-focused change. “We aim to make a tangible


difference to public service users by encouraging provider organisations to focus on their individual needs and


Read Health Club Management online at healthclubmanagement.co.uk/digital


a commitment across all of our departments and focused our staff on providing excellent customer care, equipment and facilities. “Complying with the Code has also


had a positive impact on our retention, and it provides a key point of difference against other clubs in area. “Successfully completing the


assessment for a second time demonstrates to our members and our staff that we’re committed to maintaining the high standards of our facilities, service provision and customer contact.”


preferences,” explains Samuel Heath, chief press offi cer at the Cabinet Offi ce. “The scheme tests areas that research has shown to be a priority for customers, such as delivery, information, professionalism and staff attitude. Emphasis is also placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.” Further information can be found at www.cse.cabinetoffi ce.gov.uk


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