Fitness First: Better together

© 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


THE DRIVERS FOR CHANGE


RAISING THE BARCATEGORY: DEVOID OF BRANDS

SOURCE: FITNESS FIRST STAKEHOLDER INTERVIEWS, JAN. 2013

“SAME KIT, DIFFERENT COLOURED

BOX”


“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


Our Choice: PROVIDE ACCESS TO

EQUIPMENT or

HELPING PEOPLE TO GROWIN LIFE



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)


OUR PEOPLE AND CULTURE



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


LEARNING TECHNOLOGY: OUR JOURNEY


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


THE OPPORTUNITY:BIOSCORE


• Overview – what is it?• Pilot approach• Success criteria / measurable of pilot• Learning approach (both)

Page 17

BIOSCORE


• Overview – what is it?• Pilot approach• Success criteria / measurable of pilot• Learning approach (both)

Page 18

BIOAGE


BIOSCORE TRAINING

PRE-LEARNING

1 DAY WORKSHOP

ON THE JOB PRACTICE

ASSESSMENT & SIGN OFF


• 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


BIOSCORE CASE STUDY


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


BIOSCORE TRAINING


ACCIPIO


ACCIPIO


ACCIPIO


• 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


WHAT’S NEXT?


• 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


THANK YOU

[email protected]

M: 07890 272779

mailto:[email protected]

Technology

Fitness First: Better together