OUR 7-STEP REVIEW PROCESS

How a club balances all aspects of performance is a critical factor in running an excellent golf and country club facility. Focusing on one area, such as finance, but forgetting quality or employee satisfaction, is not a practical way to run an organization. Golf Club Masters, Inc. will conduct a complete operational review of the club to gather information and data to gain an accurate view of the club's current situation. This critical step helps us establish the best organized approach to identify and prioritize the issues that need to be addressed.

THE ASSESSMENT CONSISTS OF OUR 7-STEP PROCESS WITH A COMPLETE SUMMARY REPORT AS FOLLOWS:

• Review Current Business Results: –We work to understand how the club is measuring success and how business results are being used to define membership requirements. We review current and past financial reports to determine if costs are in line and how results are being used by key management personnel.
  
  
• Assess Customer Satisfaction and Review Market Focus: –We review any customer feedback information, surveys, and reports to understand satisfaction level of members. We include speaking to a random sampling of members to understand current issues from their perspective. If members are not using the club or are leaving it, we seek to understand these key reasons. We may contact members who have left to understand why they left the club. We also review marketing efforts of the club to see if they are effective.
  
  
• Assess Leadership Alignment: –We determine if alignment of the board of directors exists and how effective the board is in setting long-term strategies and communicating those strategies to employees and members. We determine if the club has a solid culture and foundation with a clear mission, direction, core values and operating standards. We also speak to board members to gain their insight and perspective.
  
  
• Review Strategic/Business Planning Process: –We review the club's long-range strategic and capital plans, the process the club uses to develop the plans, and how plan needs are currently being prioritized.
  
  
• Understand How Key Information and Analysis are used: –We review what reports and data are collected and used to analyze and measure the business. In addition, we determine how often members and employees are surveyed to determine changes in satisfaction levels or demand for services, and how that data is being used.
  
  
• Human Resources Review: –We talk informally to a sampling of employees and department managers to determine current issues from their perspective. We conduct a complete review of recruiting, hiring, training and orientation processes. We informally assess the overall satisfaction of the employees.
  
  
• Process Management Review: –The final steps we do are review key operational processes for inefficiencies or improvements and understand the overall daily operations in the key areas of the club.
  
  

We work to provide our clients with a very comprehensive assessment that is unique to their facility and operation. The timeframe for completing the full operational assessment will average 6-10 weeks from start to finish of the project. This timeframe is dependent upon variables including current workload, actual start date, complexity of project, travel, etc. Project fees are based on individual client needs and scope of the project.––