In 2016, Gosport Leisure Centre were assessed on the 8 facility core modules. Following their assessment they put in place a Balance Scorecard, which was a suggestion made by their assessor on the day.

Please see below for the comments from the Quest Assessor and the General Manager at the centre.

"I was appointed to undertake a Day 1 Assessment (the core modules only) Gosport Leisure Centre.  In late June I mystery visited the Centre and had an 'excellent' experience.  The following day I arrived unannounced to conduct the Day One modules and found a Centre, its management team and its staff well motivated and engaged in the Quest journey as a whole.  The Day One outcomes revealed a well resourced and well led facility with effective business and improvement planning.  Health and safety and maintenance was proactively managed as was the relationship with customers.  It was very easy to award the Centre Excellent status for Day One overall.  As with any assessment, however good, I felt able to provide some added value with AFIs identified in particular around Community Outcomes.  I also specifically mentioned the potential impact of drawing KPIs together in a Balanced Scorecard approach.

I was called back later and invited to go back and undertake a Quest Plus Day Two to confirm the Centre's status.  It was rewarding to return around 4 months later in November and discover that the Centre’s enthusiasm for Quest was undiminished and remained keen to excel in the Day Two modules.  One of the chosen modules was GPlus 09 Financial and Performance Management and it was clear that the AFI from Day One related to a Balance Scorecard had apparently immediately been seized upon as an improvement that the management team felt would benefit the Centre's understanding of its overall performance and help inform staff and customers of the direction of travel.  The Scorecard contained a blend of KPIs, was carefully collated and resulted in a single figure performance measure that was being tracked.  Whilst still in its infancy the management clearly felt that a target and further refinement of the Scorecard would lead to year on year better, measurable understanding of overall business progress. 

I feel that this is a strong example of how Quest can help continuous improvement even for Centre's performing at the top end of the benchmarking table."

Quest Assessor

"We began to use the Quest Accreditation at Gosport Leisure Centre as we opened to assist us with continuous improvement. What we found vital for the whole process is establishing how the Quest modules can work for our business for continuous improvement; this enabled us to set ourselves goals and have the whole-team involvement in Quest. The assessments enable us to showcase what we do but also get suggestions on how we can improve. We have taken on-board many suggestions made to us by assessors which has improved both the customer and staff experience; our most recent assessor suggested putting in place a balanced scorecard to consolidate our KPIs. We implemented something straight away and now all staff (from lifeguards to line managers) have a far greater understanding of the business and where we are heading!"

James Dumper, General Manager