View
1.289
Download
4
Category
Preview:
Citation preview
© Fitness First 2015
BETTER TOGETHER: HOW FITNESSS FIRST ARE TRANSFORMING MEMBER SERVICE TRAINING THROUGH COLLABORATIVE TECHNOLOGY
ALISON MORGAN GLOBAL HEAD OF L&D
© Fitness First 2015© Fitness First 2015
1
BACKGROUND & CONTEXT
2
DRIVERS FOR CHANGE
5
CASE STUDY: BIOSCORE
4
THE OPPORTUNITY
3
OUR PEOPLE & LEARNING STRATEGY
6
REFLECTIONS & QUESTIONS
Page 2
SESSION JOURNEY
© Fitness First 2015 Page 3
© Fitness First 2015© Fitness First 2015 Page 4
COMPANY HISTORY
© Fitness First 2015
THE DRIVERS FOR CHANGE
© Fitness First 2015
RAISING THE BARCATEGORY: DEVOID OF BRANDS
SOURCE: FITNESS FIRST STAKEHOLDER INTERVIEWS, JAN. 2013
“SAME KIT, DIFFERENT COLOURED
BOX”
© Fitness First 2015
“THE MARKET FOR HEALTH AND FITNESS CLUBS IS SET TO BECOME INCREASINGLY POLARIZED BETWEEN THE VALUE-DRIVEN NO FRILLS BUDGET SECTOR AND THE PREMIUM CLUBS WITH WET FACILITIES...
DRY CLUBS IN THE MID-MARKET ARE GOING TO FIND IT INCREASINGLY DIFFICULT TO COMPETE, WITH THE PROVISION OF EXCEPTIONAL CUSTOMER SERVICE BEING THE ONLY WAY THEY ARE LIKELY TO BE ABLE TO DIFFERENTIATE THEMSELVES.”
OUR CHALLENGE:
SOURCE: MINTEL ANALYST, HEALTH & FITNESS CLUBS – UK NOV. 2012
© Fitness First 2015
Our Choice: PROVIDE ACCESS TO
EQUIPMENT or
HELPING PEOPLE TO GROWIN LIFE
© Fitness First 2015 Page 9
© Fitness First 2015© Fitness First 2015 Page 10
THE BRAND JOURNEY
INSERT (NO START SHORT VERSION)
BRAN
D SI
GNAT
URE
S: F
RAM
EWO
RK
CONNECTION(DIGITAL INTERFACE,
RECOGNITION, PROGRESS & RELATIONSHIP)
PRODUCT(HARDWARE & SOFTWARE)
SERVICE(EXPERTISE & EXPERIENCE)
CLUBENVIRONMENT
(FACILITY)
© Fitness First 2015
OUR PEOPLE AND CULTURE
© Fitness First 2015 Page 12
© Fitness First 2015© Fitness First 2015
1. Learning works best when Commerciality and Creativity are in balance – It is important that learning is delivered in a fun and creative way, whilst also having an absolute focus on the impact to the business and our member experience.
2. Learning should be Simple, Practical and Real – It is important that learning is broken into manageable chunks, practically applied using various delivery methods and as close to ‘doing the real thing’ as possible.
3. Learning is remembered most when Self-Directed – It is important that learning is not spoon-fed by a trainer, instead guided by a facilitator. We retain 90% more when we investigate and find the answers for ourselves.
4. Learning should engage all intelligences and communication styles – It is important that any new information should be designed to meet the needs of every learning style.
5. Learning happens most when ‘On-the-Job’ – It is important that learning is blended between formal and informal interventions. 70% of learning happens day to day through challenges and practising, with 20% of learning happening through people and 10% through formal courses and programmes.
Page 13
OUR LEARNING PHILOSOPY
© Fitness First 2015
LEARNING TECHNOLOGY: OUR JOURNEY
© Fitness First 2015© Fitness First 2015
Why haven’t we implemented learning technology before now?
• Time and cost to implement• Change in culture of using devices at work• IT infrastructure – bandwidth, wifi, HR systems, few PCs• Priorities and workload – resource implications• Focusing on an interaction culture – digital moves away from
this?
Page 15
OUR LEARNING TECH JOURNEY
© Fitness First 2015
THE OPPORTUNITY:BIOSCORE
© Fitness First 2015© Fitness First 2015
• Overview – what is it?• Pilot approach• Success criteria / measurable of pilot• Learning approach (both)
Page 17
BIOSCORE
© Fitness First 2015© Fitness First 2015
• Overview – what is it?• Pilot approach• Success criteria / measurable of pilot• Learning approach (both)
Page 18
BIOAGE
© Fitness First 2015© Fitness First 2015 Page 19
BIOSCORE TRAINING
PRE-LEARNING
1 DAY WORKSHOP
ON THE JOB PRACTICE
ASSESSMENT & SIGN OFF
© Fitness First 2015© Fitness First 2015
• Collaboration• Learning at the speed of the business – change, fast paced to
realise benefits of innovative products• Commercial connection• Mirrors our digital strategy• Clear need for a quality and consistent product• Reduce training costs• More learning on the job
Page 20
LEARNING TECH: THE OPPORTUNITY
© Fitness First 2015
BIOSCORE CASE STUDY
© Fitness First 2015© Fitness First 2015
1. Business case• Reduce F2F training by 1 day• ROI – paid for itself in Year 1
2. Selecting the right partner• Based on relationship and partnership• tessello • Speed and ease to set up
3. Pilot approach & programme design• With half UK clubs
4. Success Criteria• Speed of Bioscore Trainer sign off• Quality & consistency
Page 22
BIOSCORE
© Fitness First 2015© Fitness First 2015 Page 23
BIOSCORE TRAINING
© Fitness First 2015© Fitness First 2015 Page 24
ACCIPIO
© Fitness First 2015© Fitness First 2015 Page 25
ACCIPIO
© Fitness First 2015© Fitness First 2015 Page 26
ACCIPIO
© Fitness First 2015© Fitness First 2015
• Reduced Trainer sign off time by 6 days• Increased consistency and quality of Trainer accreditation• Collaboration – sharing of best practice, challenges & queries• More learning on demand, on the job• Increased engagement with learners
Page 27
BENEFITS
© Fitness First 2015
WHAT’S NEXT?
© Fitness First 2015© Fitness First 2015
• Further L&D programmes• Continue to support our next phase of Service training• Global roadmap• Engagement continues – MD racing up the Leader Board!• Project team use for development of digital products
Page 29
NEXT STEPS
© Fitness First 2015
THANK YOU
alisonmorgan@fitnessfirst.com
M: 07890 272779
Recommended