Quest
The three leisure facilities operated
and managed by Carlisle Leisure Limited on behalf of Allerdale
Borough Council (Cockermouth Leisure
Centre, Keswick Leisure Pool,
Workington Leisure Centre and Pools) are
registered and accredited under the QUEST scheme.
- QUEST is used by the leisure industry
as a means of auditing operational procedures and quality and
benchmarking against other facilities. It also assesses how
they are performing against recognised industry standards.
- QUEST defines industry standards and
good practice and encourages their application and development in a
customer-focused management framework.
- QUEST is recommended by the British
Quality Foundation for Self Assessment in Sport and Leisure
Operations. It enables the facilities to identify their strengths,
identify areas for improvement and draw up action plans to raise
standards of service delivery to customers.
Benefits of QUEST include
- QUEST can help achieve Best
Value, through the external assessment and benchmarking of
services.
- A framework for continuous
improvement, providing service enhancement and reducing the costs
of poor quality.
- Financial improvement to performance, through a planned
approach to improved effectiveness.
- Encouraging staff ownership and development.
The three leisure centres have achieved the following scores
through QUEST audits which take place every two
years. Facilities need to achieve a score of 60% to attain
QUEST accreditation and receive an action plan to drive further
improvement.
| |
2004/2005 |
2006/2007 |
| Cockermouth Leisure Centre. |
62% |
66% |
| Keswick Leisure Pool. |
Not within scheme. |
64% |
| Workington Leisure Centre. |
62% |
67% |
Each facility also receives regular 'maintenance visits' in
between each audit and action plans are developed to address any
issues raised. The results from the recent visit are shown
below
| November
2007 |
Cockermouth Leisure Centre |
Keswick Leisure Pool |
Workington Leisure Centre |
| Standard of cleanliness |
Good |
Good |
Good |
| Customer accessible areas are clean, tidy & safe for
use. |
Good |
Good |
Good |
| External signage is clear and effective. |
Fair |
Good |
Fair |
| Accessibility to the Centre and transport arrangements meets
customers' needs. |
Good |
Excellent |
Good |
| The facilities are visibly well maintained. |
Good |
Fair |
Good |
| Environmental conditions are good throughout the Centre. |
Good |
Good |
Good |
| Hygiene and cleanliness are maintained throughout all levels of
use. |
Good |
Good |
Good |
| A clear set of relevant & measurable standards of customer
care are displayed in key areas. |
Excellent |
Excellent |
Excellent |
| Staff are professionally dressed, clearly identifiable and
accessible to customers. |
Good |
Fair |
Good |
| Staff are generally helpful and pleasant, and respond
positively to enquiries and sales opportunities. |
Good |
Fair |
Good |
| The Reception area is accessible, welcoming and customer
friendly. |
Good |
Good |
Good |
| Reception Staff are well presented, professional, friendly and
helpful. |
Good |
Good |
Good |
Congratulations to the managers and staff of the leisure
facilities who have worked hard to maintain the standards required
to continue under the QUEST accreditation scheme.
The leisure centres will receive one more maintenance visit
which will count towards the next full audit where a full
assessment is undertaken.
Allerdale Borough Council
