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Process Design Matrix and Summary

In: Business and Management

Submitted By hercstall
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PROCESS DESIGN MATRIX AND SUMMARY

by

A Paper Submitted to the Extended Campus in Partial Fulfillment of the Requirements of the Degree of
Master of Business Administration

University of Phoenix
Extended Campus
Las Vegas, Nevada
Jan 2015

PROCESS DESIGN MATRIX AND SUMMARY

This paper introduces the process design aspect and business of 24hour fitness. This summary will also focus on some of the services and product features that make 24hour fitness stand out and be successful in the competitive fitness industry. 24hour fitness has separated itself by becoming the leader in the fitness industry. The company excels in providing outstanding customer service. Their business model and process design have many areas that are current with todays technology. The main results as defined in the process design display a range of competitive amenities and services along with high overall member satisfaction. 24hour fitness has personal training services and products that offer many avenues of communication and interaction. The gym is able to offer its services through face-to-face client interactions but also using social media, email, and phone. The company also offers a self-service feature. For example, members can check themselves into the gym and visitors are able to print out a guest pass before coming into the gym. 24hour fitness does everything they can to cater to the clients needs and make the client feel important and valued. Their customer service is top notch. The upper management is focused on the customer and is willing to entertain suggestions and ways they can improve. One of the things they did to achieve this was to have a company survey. The results of the survey were used to create more efficient marketing procedures and sales approaches. Many people use applications on smart phones for personal tastes.

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