Long Ridge Gliding Club is based at an old military airfield on the crest of a ridge about 400 metres above sea level.
The facilities are simple but comfortable. A bar and basic catering services are provided, and inexpensive bunkrooms are available for course members and club members wishing to stay overnight. The club has a current membership of nearly 300 pilots, who range in ability from novice to expert. The club has essentially two different types of customers: club members and casual flyers who come for one-off trial flights, holiday courses and corporate events.
The club has six paid employees: a full-time flying manager, a club steward, two part-time office secretaries, a part-time mechanic and a cleaner. In the summer months the club employs a winch driver (for launching the gliders) and two flying instructors. Throughout the whole year, essential tasks such as getting the club gliders out of the hangar, staffing the winches, bringing back gliders and providing look-out cover are undertaken on a voluntary basis by club members. It takes a minimum of five experienced people (club members) to be able to launch one glider. The club's five qualified instructors, two of whom are paid during the summer, provide instruction in twoseater gliders for club members and casual flyers.
When club members fly they are expected to arrive by 9.30 am and be prepared to stay all day helping other club members and any casual flyers get airborne, whilst they wait their turn to fly. On a typical summer's day there might be ten club members and four casual flyers. Club members would each expect to have three flights during a normal day, with durations of around 2-40 minutes per flight depending on conditions. But they are quite understanding when weather conditions change and they do not get a flight. When the more experienced pilots take to the air, using their own gliders, they can cover some considerable distance, about 300 kilometres, landing back at the club's grass airstrip some three or four hours later.
Club members are charged a £5 winch fee each time they take to the air, plus 35p per minute they are in the air if they are using one of the club's six gliders.

Questions
1. Evaluate the service to club members and casual flyers by completing a table similar to Table 3.1.

2. Chart the five performance objectives to show the differing expectations of club members and casual flyers and compare these with the actual service delivered.
3. What advice would you give to the chairman?

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