Warehouse Point

Wellness Center knows that in order to enjoy a smooth business operation, a company’s employees must be as satisfied as its customers. So when the wellness center changed from operating as part of a hospital to a stand-alone, health-care-based facility, it took strides to satisfy all interested parties, including clients, employees, the Winter Park Health Foundation and the Winter Park Community.

To meet its goal of “exceeding the expectations of all stakeholders,” the facility implemented a six-month, 10-step process of developing an organizational “Vision and Statement of Core Values.” The process included putting together focus groups to gain input from members, gathering individual employee input, hosting a three-day management “forward” (as opposed to “retreat”), having the company vision, values and imperatives evaluated by all employees, and setting up task forces to ensure standard operating procedures were in alignment with company goals and objectives.

“Client satisfaction has improved — as demonstrated through client satisfaction surveys and focus groups — and, just as importantly, employee satisfaction has improved, as demonstrated through task forces and departmental meetings,” says Executive Director Robert Brosmer.

According to Brosmer, allowing staff to become involved in the decision-making process led to increased motivation among employees and an overall boost in professional energy. “When this occurs, employees feel empowered to create an environment that allows for the delivery of exceptional programs and services,” he says. As a result of a teamwork approach, Brosmer says the facility continues to set records for new memberships, even after the largest price increase in its history. Overall, he says, the wellness center realized a $500,000 increase in profits the year following the program’s implementation.

Tags: company goals, exception, operation