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Physical activity and health co-ordinator, Fusion, Carmarthenshire



’m responsible for the management and performance of Fusion health and fitness clubs in

the county of Carmarthenshire, Wales, where we have three clubs that use Technogym’s Wellness System. The Wellness System means I’m

able to generate data to produce an accurate report of club performance in terms of member visit frequency, club usage, active membership, and exercise programme compliance for all or selected membership categories. The data for instructors’ contact

frequency with members is also recorded on a monthly basis, allowing for a direct measurement of staff performance. As well as face-to- face, instructors actively communicate with members via an easy to use internal messaging system. In addition, the Wellness System is

programmed to generate live tasks that prompt the instructor to liaise with the member. An example of a task would be to engage with a member with a low visit frequency trend. All tasks generated emulate our service plan, designed to maximum member contact. They also allow for the identifi cation of, and intervention with, members who may potentially be losing motivation, and who in other circumstances might cancel


General manager, The Marlow Club, Buckinghamshire

System: MILON “W 58

e installed milon kit in June 09 and, since then, have seen a dramatic

improvement in our retention levels. Technogym’s Wellness system has helped boost Fusion’s fi nancial performance

their membership. In a club where the member-to-instructor ratio is 200 to one, to monitor and measure this without an effective management system would be extremely time- consuming and diffi cult to say the least. As a manager, data based on staff

targets also forms part of the appraisal process, ensuring that staff are clearly aware of what’s expected of them. Using the system, I regularly survey

members to determine what motivates our customers and understand what’s important to them. This helps me to gain a deeper insight into the clubs’ problems and shed light on topics related to the sites’ performances

The circuit bridges the gap between

gym usage and personal training, with a maximum of 12 people using it at any one time and an instructor always present. Meanwhile the exercise management system, built into the equipment, allows us to ensure members are training correctly: personal settings are stored on a card which, when inserted into each machine, automatically adjusts the seat position, weight level and range of movement. For the members, the system also

pulls off some very informative graphs and fi gures. These show them how well they’re doing on each piece of equipment – for example, how many reps they performed and what weight

The milon circuit has led to an improvement in retention levels

Read Health Club Management online at

within a broader context. This has allowed me to prioritise management actions based on objective data rather than relying on subjective gut feelings, which has resulted in sound, data-driven decisions. Our clubs’ membership base and

fi nancial performance has consistently improved over the last two years. This is attributable, in part, to the effective use of our exercise management system. It allows for an effi cient target-based working culture, as well as providing the member with frequent contact and the ability to keep a detailed log of their physical activity without the hassle of pen and paper.

they lifted. Crucially, it also shows them where they need to improve, which is key to ongoing progression. Meanwhile, the reporting fi gures we



generate from the system give us the opportunity to make sure members are using the circuit often enough; if not, we’re able to easily communicate with them to ensure their usage increases. In addition to this, one of the

most important reports allows us to ensure members are making a positive change to their weights so they see an improvement in their performance; this is vital to keeping members on the system and driving retention levels. luke tuchscherer

july 2010 © cybertrek 2010



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