Implementation of Quest

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• Implementation of Quest
• Making it work for you.
• Debbie Scott
• Perth and Kinross Leisure

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The Initial Decision

• Company driven
• SLA with PKC
• Improved awareness
• A benchmark against other similar facilities

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The reaction on site

Why? Previous attempt Previous experience Comments
from others Listening to the experts

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Buy in from the team

• Communication
• - Team Meetings
• - Staff Newsletter
• - Shift Reps

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In-house Competition

• A healthy approach to our colleagues efforts
• The drive to be the best after difficult times
• Motivation

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Research and Planning
Complete the SAQQ Study the criteria Read other
assessment reports Read other mystery visit
reports Site visits to similar facilities Speak
to others who have experience Prepare the approach
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Research and Planning
Delegate First things first - What the
customer sees - How the staff behave -
Staff knowledge of the process
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Research and Planning
Procedures and Processes Cleaning Maintenance Oper
ating IMS Induction - Enough time to implement
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The Run Up Final 12 weeks

• 12 weeks Ensure everything is in place.
  Systems are working. Staff are on board.
• 8 weeks Consolidation of the above. More of
  the same.
• 4 weeks Final preparation. Night shifts a
  luxury but a definite winner.
• The week of assessment Confidence in your
  ability.

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The Mystery Visit

• Get advice from others
• Research key areas
• Staff Training
• Telephone calls
• Comments cards
• Lost property
• Cleanliness
• Staff appearance
• Outside as well as in!

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The Two Day Visit

• Get to know the assessor
• Communicate
• Speak to others
• Be as honest as you can
• Be relaxed and confident in your ability
• Sell your facility and what you can do well
• The crib sheet
• Trust your staff

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Our other facilities

• Rodney Fitness Centre 1st 67
• Letham Centre 67
• Bells Sports Centre 64
• Loch Leven Leisure 67
• Strathearn Recreation Centre 69
• Perth Leisure Pool 73
• Atholl Leisure Centre 65
• Rodney Fitness Centre 2nd 73

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How we compare to 1 Jan 09

• Number of Facility Management Centres registered
  1030
• Scotland 94 (21 new registrations in 2008)

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How we compare

• Highest Facility Management Score Littledown
  Centre 92,
• in Scotland South Lanarkshire Lifestyle 84

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How we compare
Average FM score for V4 is 73 and 71 for
Scotland 2007 average 72 71
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How we Compare

• FM Strongest Mgt Issues
• SDR 5 ICT
• STAF 2
• CR5 (Scotland 7.8)
• PLPs strongest FOP1, CR1, SDR1
• FM Weakest Mgt Issues
• SDR3 Partnerships (Scotland 6.5)
• CR3 Research 6.7
• SDR 6 Continuous improvement 6.7.
• PLPs weakest FOP6, SDR3

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Break Out Group
Review the Crib Sheet prepared for Perth Leisure
Pools 2 day assessment Discuss your quick wins
and your areas of weakness against the assessment
criteria
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Summary
The way forward Consistent Approach Always
thinking of your next mystery visitor Maintain
the momentum The Bottom Line
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