Readings in Leadership and Management 5
How does a club measure or quantify the cost of confusion, mishandled or incomplete information, time to investigate and correct errors, and member dissatisfaction? The bottom line is that poor quality and disorganization is a major driver of costs in club operations. Conversely, an improvement in quality not only lowers costs but also improves service. The combination of lower cost and better service attracts more membership demand and member usage of the club, both of which improve the club’s bottom line.
Detailed organizational systems and processes allow the operation to function efficiently. When things happen consistently and routinely in all areas of the operation, employees have the time and the inclination to focus on quality and service. When everything is messed up all the time, employees will find it difficult to care.
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