1.

1
The first responsibility of an employee is to be absolutely aware of what he/she
is supposed to do in the organisation, what are his roles and responsibilities,
where does he fit into the bigger picture, who is responsible to him and who is
he responsible to. Apart from this, it is the companys job to provide him with
all the tools, resources and support required to get this all done. When these
two aspects are fulfilled, there stands no reason why an employee cannot do
what he has been appointed for. Without getting the above mentioned done,
there are a million possibilities of not getting the job done in time and be nonproductive.
Once the information has been provided to an employee about his duties, roles
and relevant expectations, he/she can be then held responsible for not
performing it but if he has not been informed or educated about it, it becomes
the employers fault. To avoid such situations it is always advisable to train and
nourish the employee before he can be let on the floor unsupervised. Thus, it is
important for the organisation to take the employee through all the direct and
indirect aspects of his specific job and train him to be able to use available
resources to do the job for which he has been hired. For any Bounce fitness
employee, the following will provide an idea as to what the scope of their job
is:
Generic:

Superb customer service

Team player
Doing the right thing every time
Showing care
Celebrating the diversity
Handling customer queries, comments and complains
Practice independence of judgement for everyday issues
Responsible towards the manager
Respect company assets and property
Continuous education and learning

Customer Associations
Customer comes first. Service is all about perception. If the customer is
not happy and satisfied, he is not happy and satisfies. It is our job to
recover it and get it fixed
Representing the company in a positive and healthy manner outside of
workplace. Always doing the best for oneself and thus, for the company.
When all of us do that, we will make it the best place to work anyways.
In social media, public relationships and through word of mouth, it is
our job to promote our goodwill anywhere we go.
Service recovery and error rectification should be our top priority.
Indulgence and healthy participation in company activities and
community involvement.
Maintaining and establishing healthy relationships with people, media
and other sectors.

Efficiency in Operations
Running the centre at its full potential
Maintenance of all our machines, equipment and facilities
Member areas, facilities and services should always be up-to-date and
should attract our members all the time
Assisting members with machines, their operations and service details
Helping members with all the information they need and providing
assistance in every form we can
Explaining members about classes, training sessions and other activities
they might be interested in
Always attentive on identifying hazards and resolving them
Handling cash efficiently and responsibly
Counting it as per the guidelines and submitting it if it is in excess of the
prescribed limit
Qualifications
Qualifications doesnt necessarily denote that all staff members are required to
hold official certificates in all of the following but they must be aware and
responsive in as many of these as they can:
Mission and vision
Objectives, long-term and short-term goals

Fitness industry, its scope and size of operation

Legislative requirements
Experience building and awareness
First aid and other related practices
Class designing, sessions and training programs
Always encouraging the head trainer to teach things out of the scope of
regular job
Cash handling
Security and safety
Responsible service to guests
Strategy is about planning to reach a vision, which differentiates a company
from its competitors in a positive way. It encompasses overall direction as well
as the many detailed activities that occur in a company. Strategic success
generally depends on possessing an enlightened and unique vision as well as
doing the many things needed to achieve the vision well. If one focuses too
much on the activities often the vision is lost, likewise if the focus on the vision
is too intense then the operational matters are neglected resulting in across the
board problems in personnel, quality, poor productivity, and so on. Therefore, it
is important for all the employees to become a part of the vision, feel
responsible for the operations and make them efficient through their best
individual and collective efforts.
When its time to determine how effective the strategic plan and operational
policy is, the need to establish KPIs (key performance indicators) as
benchmarks to measure goal conversion, time lines and tactical objectives is
necessary. Performance benchmarks exist for a very specific purpose, to
measure conversion and marketing objectives, but KPIs also allow us to extend
beyond one-dimensional thinking and truly develop long-term strategic and
pivotal advantages. Thus, it is recommended that each employee understands
the importance and function of KPIs:
Establishing ourselves as the best fitness and health service providers in
the local communities
Increase market capture rate by 3% every year
Lowering service delivery cost by 1% each month and at least 10% per
year
Decreasing new member acquirement cost by 4% every two quarters
Improve team productivity by 8% every year
Mission

Bounce Fitness Clubs mission is to support and provide relevant community

programs to encourage as many Australians as possible to "Get Active" and
enjoy the benefits of living a healthy lifestyle.

Vision
In the future, Bounce Fitness Clubs want to become a recognized leader
among wellness facilities and will be known for its excellent customer service,
creativity, and cleanliness. Services and programming will be designed with
community improvement and well-being as priority goals, and focus will be
expanded to other areas of interest, including kid fit, Varsity Sports Training,
senior stretch/balance, and corporate wellness.
Core Values

Ethical Operations
Sustainable Business
Responsibility of actions
Accountability of Decisions
Team spirit
Social Responsibility
Quality with affordability
Integrity in existence

Appraisal
Team members will have individual performance appraisal procedures where
HR will conduct it twice each year. This is an opportunity for both the
company and the employee. For the employee, it is a chance to:

Gain recognition and reward (although appraisals are most definitely not
pay reviews - these should ideally be handled separately)
Look ahead and set objectives that will help their career
Identify support for you to provide
Resolve grievances
Seek reassurance and appreciation

For the employer, it is an opportunity to:

Revive flagging motivation

Kick-start projects that may have fallen by the wayside
Reward productive employees with more responsibility

Deal with problems head-on

Set objectives for the future
Assess training needs
Learn more about the group dynamics of your team

2.1
Employee Feedback
Employee feedback is very essential for an organization's success. It will tell
and keep the managers updated about the organization's strengths and
weaknesses. Thus they can work upon them and try to eliminate those
weaknesses. It will help them in carrying SWOT (Strength, Weaknesses,
Opportunities, Threats) analysis in an organization, thus, contributing to
organization's growth. The managers should encourage employee feedback as it
tells them how motivated and satisfied the employees are in an organization. It
tells the managers the reactions of employees to the company's policies. The
employees should be honest enough in giving their views about a particular
manager. They should be assured that their suggestions would be taken into
consideration. They shouldn't be hesitant in giving their feedback.
Employees are a mediator between the managers and the customers. They can
keep a company informed about customer satisfaction and customer's traits.
They can give suggestions on improvement of goods and services, on what
type of training sessions should be conducted in an organization for the
employees, on how can their working environment be improved, on the perks
and benefits which should be given to keep employees motivated. The
employees can tell the managers about what they feel about the tasks assigned
to them. They can make managers understand that lack of appreciation by
managers can lead to less productivity and thus, to slow growth of
organization. If the employees feel overburdened with work assigned to them,
they can honestly discuss this with their superiors so that their work can be
distributed and shared if required. Employee feedback can help measure the
outcome of training sessions, the requirements of customers, quality
improvement in an organization, etc.

Thus, the managers should encourage employees to give feedback and take it
into consideration for the growth and smooth running of their organization. The
feedback template can be accessed at the following link:
http://bounce.precisiongroup.com.au/assets/files/documents_record_
of_feedback_template.pdf

COMMUNICATING FEEDBACK / PERFORMANCE

SESSIO
N

Yearly
Meeting
3-Month
Meeting
s
Daily
CatchUp
E-Mails

FREQUEN
CY

DURATI
ON

Yearly

1 Hour

3 Months

1 Hour

Everyday

15 Mins.

Daily

N/A

Newslett
Weekly
er

N/A

Employe
Daily
e Board

N/A

One-onOne

Hour

MeetUps

6 Months

As Required Hour

PURPOSE

Yearly performance
Rewards/Recognition
Opportunities ahead
Employee concerns
KPIs
Strengths and Opportunities
Employee concerns
Duties distribution
Areas of attention
Specific targets
Events
Situations
Individual KPIs
Feedback
Team performance
Highest achiever
Any changes in policy
New and ahead
Comments
Compliments
Complains
Feedback
Whats happening
Offers and promotions
OHS
Individual KPIs
Performance and fall-backs
Weaknesses and solution plan
Training and learning needs
Urgent news
Special occasion

Mentorin
2 Weeks
g

1 Hour

Employee Concerns
Mentoring
Buddy tie ups
Brainstorming
Feedback

2.2
Satisfaction Survey

Employee Surveys are an important and popular tool that organizations use to
solicit employee feedback. Opinion surveys can be morale boosting for those
who may not have many other opportunities to confidentially express their
views. Attitude surveys provide a way to improve levels of productivity and
commitment by identifying the root causes of workplace attitudes.
Satisfaction surveys allow for increased productivity, job satisfaction, and
loyalty by identifying the root causes of employee satisfaction and targeting
these areas. Engagement surveys measure the extent to which employees are
passionate about their work and emotionally committed to their company and
to their coworkers. Organizations may also benefit by conducting a more
comprehensive organizational assessment survey. Listening to employees
insights and suggestions for improvement provides the organization with
valuable information that can be acted upon to increase satisfaction in the
workplace. Also, employees leaving the organization can provide valuable
feedback through employee exit interviews.
Employee Satisfaction, Opinion, Attitude, Engagement, and Organizational
Assessment Surveys along with Exit Interviews are all tools that may be used
to measure and improve loyalty and commitment. The information from these
surveys will allow you to boost organizational productivity and positively
affect your organizations top and bottom lines. They are very effective tools
for measuring and ultimately improving various relationships within
organizations. We at Bounce Fitness have prepared our own survey template,
which employees can fill and submit:
http://bounce.precisiongroup.com.au/assets/files/documents_employ
ee_satisfaction_survey.pdf

2.3

Maintaining healthy employee relations in an organization is a pre-requisite for

organizational success. Strong employee relations are required for high
productivity and human satisfaction. Employee relations generally deal with
avoiding and resolving issues concerning individuals, which might arise out of
or influence the work scenario. Strong employee relation depends upon healthy
and safe work environment, cent percent involvement and commitment of all
employees, incentives for employee motivation, and effective communication
system in the organization. Healthy employee relations lead to more efficient,
motivated and productive employees which further lead to increase in sales
level.
Good employee relation signifies that employees should feel positive about
their identity, their job as well as about being a part of such a great
organization. Despite the importance of strong and healthy employee relations,
there are circumstances in the life of every organization when employee and
management relations are hampered.
Employee relations must be strengthened in an organization. To do so,
following points must be taken care of:

Employee has expectation of fair and just treatment by the management. Thus,
we must treat all employees as individuals and must treat them in a fair manner.
Employee favoritism should be avoided.
Not to make the employees job monotonous. Keep it interesting. Make it more
challenging. Assigning employees greater responsibilities or indulging them in
training programs can do this.
We try to maintain a continuous interaction with the employees. Keep them
updated about companys policies, procedures and decisions. Keep the
employees well informed. Informed employees will make sound decisions and
will remain motivated and productive. Also, they will feel as a member of
organizational family in this manner.
We believe that employees must be rewarded and appreciated for a well-done
job or for achieving/over-meeting their targets. This will boost them and they
will work together as a team.
We work hard to encourage employee feedback. This feedback will make the
employers aware of the concerns of employees, and their views about us as
an employer.
Giving the employees competitive salary. They should be fairly paid for their
talents, skills and competencies.
Apart from this if employees have and grievances, they can anytime access the
following form and report it to us or ask for help:

http://bounce.precisiongroup.com.au/assets/files/employee_assistance_program
_survey.pdf
2.4
The SOPs (Standard Operating Procedures) serve following purposes:

They standardize the approach of individuals within the company to

specific procedures, improving the quality and speed of decision making
in key areas especially in contingency planning and survival and
recovery.
They are essential for the enterprise attempting to achieve the maximum
of flexibility and entrepreneurialism through decentralization and the
creation of strategic business units as they provide a set of common
approaches to problem solving and analysis.
They provide a valuable structure for inter company discussion and
development, with a key role in creating a knowledge management base
within the organization, particularly important in cost cutting,
competitive analysis and exit planning.
They act to disseminate best practice within the organization and can be
updated, as the conditions and legislation require creating a knowledge
rich enterprise.
They serve to speed the integration of an individual into the organization
during the induction-training phase by making available a library of
company wide best practice and company operating procedures.
They improve transparency within the organization by enabling all
employees to see how specific problems are handled in a standard and
clear fashion, which helps in the creation of shared values.
They provide a clear audit trail in cases of dispute or external
investigation where it can be shown that correct procedures were
followed and records maintained.
They provide a checklist, which is action and implementation orientated
and identify precisely the individual responsible for their completion.
They can provide a rapid way to improve the span of control within
organizations removing much of the mundane procedures from
management and empowering employees to carry out a whole range of
standard activities.
They can provide highly cost effective maintenance training when
incorporated into an effective Intranet and checking system. It can also
be linked to additional material held within the company and on-line
training courses.

Thus, SOPs should be handed over to the employee on day one so as to make
him responsible for the actions and consequences. SOPs lay the best path to get
the desired result. Bounce Fitness employees can access SOPs here:
http://bounce.precisiongroup.com.au/procedures/administrative_procedures
Those who need further training can be provided so in line with Bounce Fitnesss On
the Job Training Plan:
http://bounce.precisiongroup.com.au/assets/files/on_the_job_training
_plan.pdf

3.1
We do not underestimate the importance and value of internal communications
and employee participation at each step of our business development and
growth. Technological advancement is making it easier and cheaper day after
day and we believe that we should harness the full potential of this opportunity.

We believe that the ability to identify important information, respond

accordingly and share the information with the relevant individual or group in
an organization is a skill all staff members in our company must possess. We
use a plethora of techniques and technologies to communicate, both up/down
and side-to-side within an organization:

One-on-one meetings
Staff/team meetings
Emails
Voice mails
Video broadcasts
Intranets
Staff-to-staff newsletters
Corporate newsletters
Annual Reports
Quarterly Reports

3.2
During the planning and the execution of a project the Project Manager must
ensure that the stakeholders are kept up-to-date about project progress and any
changes to the project, such as due dates, changes in scope, or any changes in
the details. Everyone involved must have a clear understanding of the
expectations in terms of what is to be delivered, when and at what cost. The
most important item to have in place when thinking about facilitating
stakeholder management is a communication plan. By creating an effective
plan, we will know when and how to inform each participating stakeholder.
Our Communication Plans include:

Background of the project

Stakeholder Analysis
Clearly-Stated objectives
The strategy for communicating with stakeholders (When, What Means, Why,
Who)
Potential risks involved with communication (i.e. what happens if someone is
not reachable?)
The budget for communications
We also prepare Project Status Reports Regularly. They are an essential part of
communicating with stakeholders. A well-written status report will inform all

our stakeholders exactly what has been done, what needs to be done, what is
being waited on, and what problems there are. Project status reports are
succinct and detailed.
Meetings with our stakeholders make sure that the information contained either
through email updates sent out from our project management software or
through our status reports has been read. It gives us time to interact with
stakeholders and answer their concerns.
No matter what methods we choose to utilize in keeping stakeholders informed
of project progress, it is important to keep them involved in the project
planning process. Whether our stakeholder has contributed money to the
project, is an end-user, or is simply our owner, good communication goes far in
ensuring future success.
3.3
Bounce Fitness is run and operated by our Centre Managers. They are our
pillars. They serve the following ten roles:

Figurehead they are a source of inspiration and authority to our Staff.

Leader They lead our teams and their collective efforts
Liaison They are the bridge between owns and employees
Monitor they measure and track our daily, monthly and overall
performance as a company and as a group
Disseminator they provide owners and employees with the facts and
figures on everything
Spokesman they represent the company and its owners everywhere
Entrepreneur they do the right things and they do the things right as
well
Resource Allocator they are the prime facilitators and resource
providers to all our employees to ensure smooth operations
Negotiator they negotiate and seal the deals that brings us business
and hope for the future
From budgeting and marketing to employee grievances and shareholders, our
managers take care of all the aspects of our business day-after0day for the
whole year. They ensure that the efforts of the team as a whole are channeled in
the most favorable direction and that everything is in order. That is why Centre
managers will be our project heads. They will lead, plan and execute our
projects and their individual components. They will communicate it to our
employees and all our stakeholders.

4.1
Keepingstakeholdersinformedandupdatedisthemostcrucialaspectofproject
management.Asprojectmanagers,ourmanagementneedstoensurethatour
stakeholdersare:

Keptuptodate
Abletosendsuggestionsandideasatalltimes
Abletoquestionus
Abletosendustheirideas,suggestionsandconcernsanytime
Abletoprovideusfeedbackandreportsregularly
Understandingourgoals,objectivesandproposedchangesateachlevel
Inaccordancewithoutstrategiesandcorevaluesdrivingourbusinessandthis
project
Regularlysentemailsandotherinformationsources

4.2
Emailswillbe,astheystillare,ourmainmodeofcommunication.Theyimposeleast
impactontheenvironment,savealotofstoragespaceandarefastertoaccessand
sendandreceive.Thiswillbeourmainmodeoftransferringinformationtoandfrom
allourstakeholdersandshareholdersalike.E-mails also provide a solid ground to

raise all concerns in one place and can be answered comprehensively.

Regular meeting and teleconferences are also held but they take place once a
month or once in two months. Emails are the most frequently used medium.
4.3

Bounce fitness strives to achieve and maintain workplaces, which foster

productive and harmonious working environments and where work related
concerns or grievances are managed promptly, impartially and justly. We
believe that there are a number of factors we should always have ears for our
employees as when they are not happy:

Lose productivity
Lower quality work, products and customer services
Distraction from corporate goals
Loss of confidence and communication between employees, managers
and supervisors
Low morale and job satisfaction which can lead to industrial problems,

increased absenteeism and increased staff turnover

Loss of reputation as an employer and service provider
Loss of reputation to the employee
Lost working time of everyone involved in dealing with a complaint;
andthe potential for legal action and damages

Thus issues brought to light by staff members must be resolved or dissolved

ASAP. If it cannot be solved then and if there is a requirement of an additional
source, it should be considered how viable it is and an answer should be
provided to the employee. It is the responsibility of Bounce Fitness club to
address any issues, minor or major, raised by the stakeholders and employees
alike.

4.4
Stakeholders can bring up the issue or concern anywhere anytime. It is
however important to get this concern delivered to the right person as soon as
possible so that it can be looked into and resolved. We need to be vigilant and
proactive at all times in order to think about different sorts of issues that our
stakeholders might bring up. . It is however, important to get this issue
communicated to the concerned manager or personnel so as to be taken care of.
It is the responsibility of Bounce Fitness club to address any issues, minor or
major, raised by the stakeholders.