the continuous improvement policy and procedure.Step $1$: ConsultationClient Consultation: Post workgroup surveys will be sent to Direct Managers. In addition, interviewsmay be held with managers or HR$.$Client Consultation: Customer questionnaires are handed out$/$emailed to Clients at the end of Juneand December annually.Staff meetings: These meetings are held as detailed below, and minutes and agreed actions arerecorded on the server.Review complaints and appeals and their resolution.Weekly team meetings in Centres and HOMonthly teleconferences for all staff in all centresQuarterly conferences for Centre Mgr and Assistant MgrAnnual General Meeting $-$ ManagementAnnual Team Building Day All staffStep $2$: Reviewing dataBounce Fitness will review data that is relevant to outcomes and critical to quality personal training, LifeCoaching, and related service delivery, management and operations. Bounce Fitness will ensure datais sufficient to make accurate assessments about the quality of training and assessment, managementand operations.Surveys and questionnaires are collected within two weeks of despatch and stored confidentially inHead Office files and$/$or the server. Once all the surveys are collected, the CEO and Executive Managerswill review, and action plans are implemented for improvement where necessary.The CEO and Executive Managers may decide to include a client and$/$or staff interview to clarify dataand discuss potential options for improvement.Complaints and appeals resolutions will be reviewed regularly by the CEO and Executive Managers toensure that areas for improvement are implemented efficiently and effectively.Centre Staff Meetings are held every week to allow for discussion about operational or managementissues and action points are documented and placed on the server. Action plans are reviewed, updatedand revised where necessary and all relevant staff are notified. One$-$to$-$one meetings with relevant staffmembers may be held to clarify or expand on any issues.Quarterly Centre reviews are conducted with the CEO, Executive Managers and Centre Managers inorder to specifically discuss the quality of delivery. Information gathered at these reviews is documentedon the server and used to implement changes in delivery and resources in line with Bounce Fitnesspolicies and guidelines.Annual meetings are conducted with all staff to ensure the consistency and validity of operation. Thisprocess will include reviewing samples of programs and reviewing delivery of related services. Datacollected will be documented on the server and used to implement changes in the marking process, inline with Bounce Fitness policies and guidelines.Step $3$: Implementation and demonstration of improvementsIt is the responsibility of the CEO to ensure that staff and$/$or trainers are made aware, in writing, of theimprovements to be implemented.Relevant policies and procedures, resources or programs must be revised by the CEO, to reflect thechanges. Document versions are numbered to keep track of those that are current.Professional development activities may also be provided to trainers to allow them to develop theirtechniques of delivery and in turn demonstrate improvement in the quality of classes and programs.Step $4$: FeedbackBounce Fitness provides feedback to those who have contributed to the data for continuousimprovement. Feedback includes information about data collected, analysis and what and how changeswill be implemented.Step $5$: Ongoing MonitoringThe ongoing monitoring of revised processes will occur in light of further data collection.Bounce Fitness is committed to providing systematic continuous improvement of itsoperations, management systems, training, Life Coaching and activities through consultation with staff, clients, stakeholders and external experts.Qualitative and quantitative data is collected and analysed to determine the need for improvement.Improvements are applied where they are deemed necessary.Bounce Fitness will provide feedback to those that have contributed to the data. Kelly White: I have recently reviewed the continuous improvement policy and procedure. I dont believe that it requires improvement. However, I do think that you should develop a policy and procedure for Rewarding and recognising staff contributions to innovation. I think thatthe following rewards could be appropriate: Financial bonus Paid time off, either full day or half day Movie tickets Recognition of contribution in front of colleagues and managementI believe that formal rewards should be given monthly and then again at the end of the year. I also think that the policy and procedure should include requirements for staff to provide regular informal feedback as earned by employees. Develop the new Rewards and Recognition Policy and Procedure that was suggested by your colleagues within the role play. Use the Policy and Procedure template provided. The policy and procedure must include: Informal and formal rewardsProcess for granting rewardsFrequency of formal rewards e$.$g$.$ staff member of the month, end of year rewards etc.Relevant legislation that must be complied with e$.$g$.$ antidiscrimination, EEO, privacy etc.