ANTHONY BARBIERI , ANDREA KO, SAMANTHA HOUGHTON,

CAROLINA SALCEDO, CHRISTINE SINGH

Curves Clarkson

Keywords

Name of organization: Curves ClarksonNature of business: Women’s Fitness Club

and Weight Management ProgramSector: Health and FitnessBusiness process description: Membership

credit card payment system

Company Background

Women’s only fitness club.Gary & Diane Heavin are the founders.Largest fitness franchise with 10,000

locations.Clubs in 600 countries.Focus is on Curves Clarkson.

Over 600 members

Current Payment System

Electronic Funds Transfer – Void Cheque. Payments are withdrawn from member’s bank account

once a month automatically.Post-dated Cheques – 12 (1 for each month).

Franchise owner manually deposits cheque once a month in Curves bank account.

Credit card. Member provides credit card. Worker manually

processes credit card using Moneris Terminal once a month.

Credit Card Processing System

The focus of our analysis will be on the credit card system.

Currently inefficient, redundant, allows for human error.

Workers are required to manually process credit cards on a daily basis.

Current Situation

Current Situation Process Descriptions

1.0 Fill in Forms 2.0 Validate Information on Forms3.0 Creates Cue Card 4.0 Worker Collects Payment Information

from Black Box5.0 Worker Processes Payment 6.0 Worker Creates Daily Report 7.0 Worker Creates Monthly Report 8.0 Send Monthly Report to Head Office

Current Situation Process Descriptions

1.0 Fill in Forms 2.0 Validate Information on Forms3.0 Creates Cue Card 4.0 Worker Collects Payment Information

from Black Box5.0 Worker Processes Payment 6.0 Worker Creates Daily Report 7.0 Worker Creates Monthly Report 8.0 Send Monthly Report to Head Office

Problems to be solved

Human error.Timely process that must be completely each

morning.Member’s do not currently have access to

their transaction information and receive no receipts.

Recommendations

Introduce Staff Computer database. Removes all other redundant data stores. Reports.

Introduce a Server that stores member transaction information. Allows members to view their transaction history

securely online.

Recommendations

Connect Staff Computer database to the Internet. Allows for automated credit card processing.

To-Be Situation

To-Be Situation Process Descriptions

1.0 Enters Information 2.0 Validates information 3.0 Process Monthly Payments 4.0 Request Transaction History Online5.0 Receives entry 6.0 Generate & Print reports 7.0 Retrieve Reports 8.0 Close franchise/Continue Funding

To-Be Situation Process Descriptions

1.0 Enters Information 2.0 Validates information 3.0 Process Monthly Payments 4.0 Request Transaction History Online5.0 Receives entry 6.0 Generate & Print reports 7.0 Retrieve Reports 8.0 Close franchise/Continue Funding

Obstacles

Resistance to change Franchise owner

Employee Training Take away from their daily activities.

Obstacles

Interfering with daily processes Training would interfere with customer relations

Customers feeling of security Fear of fraud and identity theft.

Cost Savings

Amount saved per month:$52.61 – printer ink.$80.13 - computer paper.$17.23 – Moneris receipt paper.$20.54 – Cue cards.$25.02 – Stapler and staples.$195.53 per month$2, 346.36 per year.

Spending on new process

Server - $354.09Web master – contracted - $33 per hour

Overall

Savings exceed costs associated the new system.

Conclusion

Member satisfaction increased. Less error with credit card processing. Worker is able to spend more time attending to

members rather than manually processing payments. Members will enjoy having access to their

information.