Make an Organisational Systems Analysis Report using the template in the Assessment Templates. To complete the report, you must: a. Identify at least one (1) relevant business objective for each of the following Bounce Fitness Systems: Performance Management System

Customer Relations Management System b. Briefly explain the relevance of the identified business objectives to each Bounce Fitness system. c. Analyse the processes found within the Performance Management System' and the 'Customer Relations Management System' documents.

Organisational Systems Analysis Report

Business Objectives
System	Relevant business objective	Relevance of business objective to the system
Performance Management System	Identify at least (1) one business objective that is relevant tothe system.	Provide a brief explanation on how each identified business objective is relevant to the system.
Customer Relations Management System	Identify at least one (1) business objective that is relevant tothe system.	Provide a brief explanation on how each identified business objective is relevant to the system.
Performance Management System
Identifyeitherat least two (2) barriers or at leasttwo (2)gaps:
BARRIERS GAP Gap in critical thinking method - data gathering of customer information is ineffective. Gap in creative thinking method - customer satisfaction approval is low. Gaps are caused because trainers lack the time to personally input client information into spreadsheets due to hight volume of work. It can be addressed by adding separate personnel for data gathering and creating a systemized workout chart that can be accessed by both trainer and trainee to maximize workout efficiency. This will promote effective future workout sessions and heighten customer satisfaction ratings.
Organisational Resources
Identify at least two (2) resources that are usedto implement thePerformance Management Systemdocument.
Customer Management Relations System
Identifyeitherat least two (2) barriers or at leasttwo (2)gaps:
You must choose to identify either barriers or gaps BARRIERS If you choose barriers, upon analysing the Bounce FitnessCustomer Relations Management Systemdocument you must identify: at least one (1) barrier to critical thinking at least one (1) barrier to creative thinking GAP If you choose gaps, upon analysing the Bounce FitnessCustomer Relations Management Systemdocument you must identify: at least one (1) gap in critical thinking at least one (1) gap in creative thinking
Organisational Resources
Identify at least two (2) resources that are used in theCustomer Relations Management Systemdocument.

FOR REFERENCES:

Business Objectives and Key Performance Indicators

The Business Objectives of Bounce Fitness set out what the business is trying to achieve. Generate a 10% increase in sales through boosting gym membership sales leads by the end of the fiscal year Increase market penetration by 15% through utilisation of marketing strategies every quarter Decrease customer acquisition costs by 4% every two quarters through the implementation of the USP strategy Keep employees professionally relevant by facilitating annual training sessions Resolve all customer complaints submitted via all channels within 48 hours of filing Provide a diverse range of exercises to clients via weekly fitness classes Increase client attendance rate by 20% via advertising campaigns every quarter Continue to cultivate the image as a premier long-term wellness program provider Expand the business to the food industry to increase the number of customers by 10

Performance Management System Definitions Forced Ranking System

A forced ranking system is a system wherein there are set categories for employees to be grouped under based on their performance. Each category has a set percentage that dictates how many employees must be placed under each category. Each category must be filled with the number of employees set, regardless of whether they are overperforming or underperforming based on the category. Annual Appraisal Process 1. Centre managers use a forced-ranking system to review each employee's performance in the past year. 2. Performance for each key performance indicator (KPI) is reviewed using three categories: a. Excellent b. Good c. Needs Improvement 3. Employees are then ranked from highest performing to lowest performing. Based on this ordered list, employees are then placed into the first group until the percentage quota is met. The next set of employees in the list are then placed in the next group, and so on. The percentage of employees in each group is fixed: a. A category for the top workers (only 20%) b. B category for the average workers (only 70%) c. C category for the bottom-ranked workers (only 10%) Bounce Fitness Performance Management System Planning for Additional Support Process 1. If an employee has been identified to exhibit underperformance in one area, manager must set up a meeting to discuss it with the employee. 2. Managers are to discuss the following discussion points with each meeting a. The identified area of underperformance b. Ask the employee about their difficulties 3. After the discussion, manager is to make arrangements with Human Resources to have the employee undergo the standard fitness trainer refresher course to address the area of underperformance.

Customer Relations Management System

Complaints Resolution Process

1. Ask the client to fill out a complaint form for documentation.

2. Ask the client about their concern or complaint

3. Encourage them to write a complaint form to document the incident

4. Inform client that the form will be forwarded to the necessary department for immediate action a. If a client becoming too emotional that they are inconveniencing others due to their complaint, employees may offer the client with a $10.00 gift card to Bounce Fitness services as an apology for the inconvenience experienced.

Matching Client's Needs Process

1. Ask the client what kind of product or service they are looking for

2. Identify the month's recommended service or product that Bounce Fitness is offering

3. Recommend the featured service or product to the customer 4. Inform the customer of the features of the product or service