Documenting Standard Operating Procedures in the Fitness and Entertainment Industry
CARA’s client is the market leader in the marine, fitness, bowling and billiards industry.
This client was expanding their presence in the U.S.
and U.K. by opening large family entertainment centers.
The client asked CARA to help them create a procedural
manual for those individuals responsible for the start-up
and management of the centers. The manual was to
cover the following content:
Our client understood there were increased risks associated with the increased pace of development. Multiple development projects and higher demands on each of the individuals from each functional area created a serious need for standard operating procedures to provide consistency in the steps, tasks, resources, tools and timeframes required for a successful implementation of one of the centers. Longer term, best practices would be added to the guide to continue to build efficiencies and streamline the process. The objective was to store the procedure manual in a repository on the client’s website. Anyone involved in the process would have just-in-time access and be able to view project status on-demand.
The client invested significant time allowing CARA to
research and collect information from the heads of their
In Phase 1, CARA held initial interviews with the SMEs from each of the 13 participating departments. From these interviews CARA captured the overall development process as well as specific roles and responsibilities for each functional area. CARA created a template to capture the following data on each functional procedure:
In Phase 2, CARA followed the template as a guide to conduct second-level interviews with each SME. The purpose here was to drill down deeper and learn more about what specific steps and tasks are required to successfully open a family entertainment center.
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