With reference to the following case, submit a written report of a minimum of 1000 words and a maximum of 1200 words (excluding bibliography) answering ALL of the following questions. Marks would be deducted for exceeding word limits. Answer the questions in the order they are asked and answer each question separately instead of weaving several questions together. Make use of headings/subheadings wherever appropriate to facilitate the instructors reading and understanding of your assignment. No executive summary is necessary.

What are the characteristics of the training system at People Fitness? What are its benefits? What are its drawbacks? (30%)

Organizations invest on their employees by providing them training. What does and should People Fitness do to protect its training investment? (40%) (Hint: although People Fitness may resort to some legal action to protect its training investment, it is not the focus of this case study.)

The philosophy of People Fitness is hiring for the attitude and training for the skills. What does it mean? Discuss whether this philosophy works for any business organizations. (30%)

********************************************************************** People Fitness (A)

Started its business ten years ago, People Fitness has 22 clubs in Asia and more than 175,000 members. "We first launched the mega-gym concept in Asia and continue to be the pioneer and innovator in the industry," says Andrew Woods, senior vice-president, operations, People Fitness. "Our competitors continue to follow us, therefore we have to be innovative and always try something new like launching exclusive programs."

People Fitness puts in a lot of resources to upgrade and expand its product lines. "We strive to be the pioneer of the industry, be innovative and be the leader of the industry," Woods says. "We have to stay on top and come up with new initiatives to motivate employees and help our members achieve their desired results and have fun."

The company's mission is to put the member's experience as the number one priority so staff are trained to listen and communicate with members to establish good relationships. "A lot of people think we are in the fitness industry but that is just a part of what we do. We are in fact in the service industry," Woods says. "Therefore, many of our current managers used to work in the hospitality industry. To achieve its goals, the company needs staff who possess professional skills in the fitness and service industry so that the company is able to stand out from the intense competition. To ensure members enjoy their experience at the clubs, the firm makes sure all staff listen to members' requests and treat everyone in the same way the company treats them.

People Fitness has established various training workshops for its employees, aimed at upholding its service, and launching exclusive fitness programs to maintain its leading position in Asia. All staff are required to attend a one-day staff induction program which includes orientation and a three-hour service and professionalism training. "Our long-embracing highly-successful philosophy is to hire for the attitude and train for

skills," Woods says. "We want to turn the right people into the best and provide a path to train employees in terms of skills and qualifications." All employees are required to go through a pre-hiring selection process to see if they are a good fit for the company. Frontline employees are required to attend training sessions on communication and grooming. Fitness professionals must complete the Fitness Professional Certification course at the Asian Academy for Sports and Fitness Professionals and hold a Cardiopulmonary Resuscitation certificate. Once they complete the level two Fitness Professional Certification course, they will be eligible to become personal trainers."

We provide internal and external training to all employees and make sure that all our fitness professionals and personal trainers renew their certificates every two years so as to maintain professionalism," Woods says. Fitness professionals and personal trainers need to be up to date and maintain their professional skills by attending quarterly training programs taught by professionals from New Zealand, the United States and Europe. Staff in the operations departments are required to attend service and operations workshops, and departmental training. "Our training programs are professional, well-structured and provide certification," Woods says. "They are motivating, improve skills, help in career development, since training is a qualifier for promotion, and help retention." The company aims at training the right people and, by focusing its resources in this area, was able to reduce member-complaints by 40 per cent. Frontline staff are required to carry out the "one-and-done" service philosophy. That means they should be able to handle all requests without the assistance of their colleagues. "The impression of members determines the success of the business. It's all about the service."