Managing in the Public Sector - The Rules are Changing: John Oxley

Managing in the Public Sector:The Rules Are Changing

John Oxley

What’s changing?

The rules are changing

The sports, leisure and fitness landscape

The rules are changing

Accept the things you can’t change; change the things you can’t accept.

The rules are changing

Hello 

I had a busy shift today. 

We had a cat brought in this morning that had been run over. We telephoned the vet and the

customers took the cat to the vet after we supplied them with a

cardboard box, the vet has informed us that the cat is stable and that it’s

owner has been traced!

The rules are changing

It’s not necessary to have all the answers but essential to be asking the right questions!

The rules are changing

Who are your customers?

WHAT do ourcustomers want to do?

WHEN do they wantto do it?

HOW MUCH are theyprepared to pay for it?

The rules are changing

If it ain’t broke, break it!

The rules are changing

The rules are changing

LearnLeadAct!

Leaders inspirepeople to perform at levels beyond their expectations…..

and then they get out of the way!

The rules are changing

The rules are changing

For every actionthere is an equaland oppositere-action.

The rules are changing

I know exactly where we have gone wrong this month. All the Facebook hits, ringing ex members, annual members, postcards, building upthe 1 - 31 boxes, expired members should have been started earlieron in the month. They’re all flooding back in now but are making appointments for next week.

Lesson Learned. We need to be more organised and more emphasis needs to be placed on referrals and lead generation next month!

The rules are changing

Great customer service is just another way of saying ‘Sales’!

The rules are changing

Innovate,innovate…

but not forinnovation’s sake!

The rules are changing

KPI’s?

How many?How much?How often?

The rules are changing

Probability of makinga visit in the next month…

1 interaction 20%2-3 interactions 50%4+ interactions 80%

The rules are changing

The increase in performance levels extended by 400% between playingsport once per weekto playing sporttwice per week.

The rules are changing

VisionMissionValuesPurposeDirectionLeadership

Why are we here?

The rules are changing

From this:

To deliver high quality community leisure services, reduce barriers to participation and provide excellent value for money.

‘persuading

the nationto be active’

The rules are changing

To this:

The rules are changing

I am a nice shark, not a mindless eating machine.

If I am to change this image, I must first change myself.

Fish are friends not food.

Thank you

Questions and answers