I want answer for these case study 1, 2, 3 no questions, please

Questions: 1. Evaluate the service to club members and casual flyers by completing the table below.

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?

anno CASE STUDY Long Ridge Gliding Club A ree. Alam Image Long Ridge Gliding Club is a not-for-profit or- ganization run by its members. The large grass airfield is located on the crest of a ridge about 400 metres above sea level. It is an ideal place to practise ridge soaring and cross-country fly- ing. The gliders are launched using a winch machine which can propel them from a stand- ing start to around 110 kilometres per hour (70 . metres above the airfield. in just five seconds. The club is housed in a set of old farm buildings with simple but comfortable facilities for members. A bar and basic catering services are provided by the club by the club steward and inexpen- sive bunkrooms are are available for club members wishing to stay overnight. club has a current membership of nearly 150 pilots who range in ability from novice to expert . While some members have their own glid- ers, the club has a fleet of three single-seater and three twin-seater gliders available to its members. The club also offers trial flights to members of the public. (In takeoff, immediate circle and land. This only takes two min- order to provide insurance cover they actually sell a three- utes. Circuits are also used to help novice pilots practise month membership with a 'free' flight at the start.) These cas- landings and takeoffs. At the other end of the scale many ual flyers can book flights in advance or just turn up and fly of the club's experienced pilots can travel long distances on a first-come, first-served basis. The club sells trial flight gift and fly back to the airfield. The club's record for the longest vouchers which are popular as birthday and Christmas pre- flight is 755 kilometres taking off from the club's airfield and sents. The club's brochure and website encourage people to: landing back on the same airfield eight hours later, never "Experience the friendly atmosphere and excellent facili drinks and a bottle they can use to relieve themselves!) having touched the ground. (They ties and enjoy the thrill of soaring above Long Ridge's dra- th matic scenery. For just 70 you could soon be in the air. The club has three part-time employees: a club stew- Phone now or just turn up and our knowledgeable staff months the club also employs a winch driver (for launching ard, an office administrator and a mechanic. In the summer will be happy to advise you. We have a team of profes- the gliders) and two qualified flying instructors. Throughout sional instructors dedicated to make this a really memo- rable experience year essential tasks such as maintaining the cout ers, getting them out of the hangar and towing them to The average flight for a trial lesson is around 10 minutes. point If the conditions are right the customer may be lucky and log, bringing back gliders, and providing look-out cover are get a longer flight, although at busy times the instructors undertaken on a voluntary basis by club members. It takes a may feel under pressure to return to the ground to give minimum of five experienced people (club members) to be another lesson. Sometimes when the weather is poor, or able to launch one glider. The club's membership includes there is low cloud and wind in the wrong direction, almost ten qualified instructors who, together with the two paid not fit for flying at all the instructors still do their best to summer instructors, provide instruction in two-seater glid- get people airborne but they are restricted to a 'circuit' a ers for the club's members and the casual flyers. take sandwiches and the launch oint staffing the the winches, keeping the flying 40 (average When club members come to fly they are expected to enough club members to get a glider into the air. The casua arrive by 9.30 am and be prepared to stay all day to help flyers are encouraged to help out with the routine tasks bu each other and any casual flyers get airborne while they wait often seem reluctant to do so. After their flight they are lef their turn to fly. On a typical summer's day there might be to find their own way back to their cars. ten club members requiring instruction plus four casual fly- Income from the casual flyers is seen to be small com- ers and also six members with their own gliders who have pared to membership income and launch fees but the to queue up with the others for a launch hoping for a single club's management committee views casual flying as long-distance flight. In the winter months there would typi- loss leader' to generate club memberships, which are 350 cally be six members, one casual flyer and six experienced The club used to generate a regular surplus o pilots. Club members would hope to have three flights on around 10,000 per year which is used to upgrade the glid- good day, with durations of between 2 and 40 10) ers and other facilities. However, insurance costs have riser minutes per flight, depending on conditions. However, if the dramatically due to their crashing and severely damaging weather conditions change they may not get a flight. Last four gliders during the last two years. Two of the accidents year there were 180 days when flying took place, 140 in the resulted in the deaths of one member and one casual flye 'summer' season and 40 in the winter'. Club members are and serious injuries to three other members. charged an 8.00 winch fee each time they take to the air. In The club's committee is under some pressure from addition if they are using one of the club's gliders, they are members to end trial flights because they reduce the num charged 50p per minute that they are in the air. ber of flights members can have in a day. Some member Bookings for trial flights and general administration have complained that they sometimes spend most of their are dealt with by the club's administrator who is based day working to get casual flyers into the air and miss out on in a cabin close to the car park and works most weekday flying themselves. Although they provide a useful source o mornings from 9.00 am to 1.00 pm. An answerphone takes income for the hard-pressed club (around 700 were sold in messages at other times. The launch point is out of sight the previous year), only a handful have been converted into and 1.5 km from the cabin but a safe walking route is sign- club memberships pos posted. Club members can let themselves onto the airfield and drive to the launch point. At the launch point the casual QUESTIONS flyers might have to stand and wait for some time until a 1 Evaluate the service to club members and casual flyers club member has time to find out what they want. Even by completing a table similar to Table 3.1. when a flight has been pre-booked, casual flyers may then be kept waiting on the exposed and often windy airfield 2 Chart the five performance objectives to show the for up to two hours before their flight, depending on how differing expectations of club members and casual many club members are present. Occasionally they will flyers and compare these with the actual service turn up for a pre-booked trial flight and will be turned away delivered because either the weather is unsuitable or there are not 3 What advice would you give to the club chairman