Review of Quest 2011 & What to look forward to in 2012

1st March 2012

2011Review

Quest – the journey 2011

• March – April – trip around the country training assessors and mystery visitors

• June – pilot FM sites and excel Quest templates

• June – Aug – choice of FMV4 or 2011• Sept – all Centres converted onto Quest 2011

Quest 2011 – what’s different from V4?

• Choice of generic and specific modules– Written by the industry– Consultation with the industry

• Unscored module• Open questions – Plan, Do, Measure, Review & Impact• Feedback calls & regular Ezines• No SAQ, no managers guidance pack• Health & Safety declaration

Quest – Our Key priorities in 2011 – have we achieved?

• Retain customers – Yes • Greater choice/flexibility - Entry, Plus, Stretch, Upgrade,

Refresh• Challenge, higher scoring Centres - Only 1 excellent Centre so

far and Stretch being launched. MV worth 25%.• Entry level product - achieved• Widening Quest participation – plenty of progress• Consistency of Mystery Visitor and Assessor – mentoring and

new templates• Demonstrate value – hopefully ? with module choice, no

added costs. CIMSPA CPD points

Support network through 2011

• Sport England, Wales, Scotland & Northern Ireland• The Quest Board• The sector (working group)• Partners• Assessors and Mystery Visitors• Management & Organisations• Quest Team

Plus Modules - partners

At the last conference we had 9 Specific modules we now have 25!

Thanks to:• CIMSPA & PWTAG – Pool Water Management• IQL – Lifeguarding Standards• ASA – Swimming Lessons• EFDS – Access & Equity• FIA – Code of Practice & Fitness Suites• All the centre managers and individuals who

offered help and guidance

2011 - what a year!!!!– Launched a completely new scheme to over 850 leisure

centres– New Database– New pre-populated , self scoring template – individually

training staff– Mentoring programme– Administrative nightmare – getting Centres back on track– Centres pushing the boundaries– Health & Safety declaration– Some healthy debates – Oh and a new benchmarking tool

2012

Quest benchmarking

• New benchmarking spreadsheet• Highest Entry Module - Continuous Improvement• Highest Generic Module– Working with NGBs (5)– Sales and Retention (40)

• Highest Specific Module – FIA Code Of Practice– Programming

Quest benchmarking

• Safe options – is it an improvement tool!!!!!• Where Centres are not delivering– H&S declaration– 46 Failed sites

• New Sites - 83• Sites that have returned to date - 15

New products for 2012

• Quest Stretch (we need a few more excellent centres!!!)

• Quest for SD 2012• Quest for HE / FE• FM & SD Quest Combo 2012• ASA - Swim 21• IFI linked module • Executive Management Reports• Directional Review

Quest 2012 Stretch

• Targeted at all centres and organisations that have achieved Excellent – 1 so far

• Informed Mystery Visit• 8 core modules (Health and safety threshold)

on day one – unannounced• Validation of two Stretch modules• Our first pilot is in March 2012 – all validators

have been trained

Quest for SD 2012

• Pilots April & May 2012• Modular approach – Entry & Plus• Exciting new modules e.g.– Working with Young people– Health & Wellbeing– Governance– Measuring impacts and outcomes

• Launching in June 2012

Quest for FE/HE 2012

• Modular approach – Entry & Plus• Exciting new modules e.g.– Working with Clubs– Participation– Working with volunteers

• Launching at BUCS conference (although schools, colleges and universities can do the new modules from now!)

• Thanks to BUCS and the Uni’s for their help

FM or SD???

• Centres with SD team will from 1st June be able to do a 3 day assessment and achieve Quest SD & Quest FM– Mystery Visit– Day 1 FM Entry– Day 2 SD Entry– Day 3 – choice of some SD & FM modules

ASA

• We are over the moon to be working with the ASA – as from April 2012 Centres can achieve their Swim21 award!!!

IFI

• We are delighted to be working with EFDS to develop Quest to enable Centres to achieve a specific award for having accessible centres with Staff who care about customers with disabilities.

Directional Review

Replaces the Maintenance Assessment• Assessment report includes Improvement Plan• Interviews with Team • Continuous Improvement, Customer

experience, Health and Safety, lowest score and centre choice of further 2 modules – can be modules not tried before.

Executive Summaries

• Quest are launching a new tool for Senior Management (who are very busy people), they will be able to review their Centres reports and pull out key strengths of the organisation and more importantly corporate areas for improvement and key concerns from the assessment reports!

Other services

• Centre / Team Survey – April 2012• Quest training• Test drive• Additional Mystery Visits• Upgrades• Try again days!

2012 Priorities

• Listen to feedback• Launch Quest 2012 (little tweaks!)• Launch handbook• Launch SD / FE & Combo• Mentor Assessors• Launch a support line for Managers• Continue to demonstrate value

A big big thank you to our partners:

And a big big thank you for all your support this year

Feedback and Questions?