Question: Read the scenario below and discuss how you can rectify this situation. Scenario One of your KPIs in your operational plan was to increase the

Read the scenario below and discuss how you can rectify this situation.

Scenario

One of your KPI’s in your operational plan was to increase the number of over 50s joining the club in the first month. You have noticed during your monitoring and review process that one you are not meeting this major KPI’. Another KPI was customer satisfaction and you have received some negative feedback from your Head Office from Cairns who have advised you that some of the clients are not happy that the center is not opening on time. (Refer to customer feedback under the Performance tab and click on Head Office Cairns and review customer complaints). Even though your clientele is mature-aged, some of these clients prefer to attend the center early in the morning when they feel the most energetic. You have decided to hold a meeting with all stakeholders to investigate this underperformance and recommend solutions to rectify this situation so that you can meet the required business objective.

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