GROWTH & DEVELOPMENT Impact 100
WHAT DIFFERENCE CAN YOU MAKE IN 100 DAYS?
Impact100 was launched in February 2021 as an engagement tool for Operation Support Manager’s (OSM) within the Bankstown Sports Group to expose them to different areas of the business. Each OSM is paired with an Executive Manager for 100 days to get a better understanding of the operational aspects of the business, with the opportunity to then rotate around to different departments. The aim of this program is to upskill our OSM’s in different areas so they’re able to make a bigger contribution to our business. ADAM GREEN FOCUS AREA
FACILITIES PROCESSES
What did we want to achieve?
To improve the troubleshooting ability of the new OSM team with system faults, and develop collective tacit knowledge.
What was the outcome?
Adam personally sought multiple quotes and commissioned a company to update all of our fire equipment building maps.
How has it impacted the business?
We now have quicker response times to fire alarm and emergencies, and it is now easier to identify faults and isolated fire alarms for maintenance and upgrade works around our venues.
ALAN MONTGOMERY FOCUS AREA
STAFF SKILL SETS
What did we want to achieve?
Improve communication between floor staff and management teams to improve the cross-training process.
What was the outcome?
Several staff were identified for development opportunities and enjoyed expedited cross-training.
How has it impacted the business?
It has increased transparency between key areas of the business and has improved the formal process for crosstraining our employees.
CLIFFORD ICATLO FOCUS AREA
CONCIERGE AND ENTRY EXPERIENCE
What did we want to achieve?
To promote a positive customer service experience and improve on compliance requirements
What was the outcome?
We identified new areas for improvement within some of our processes and communication channels were streamlined.
How has it impacted the business?
It helped to manage a delicate transition from old management to new management, and has improved procedures for reception staff to ensure a pleasant experience for every customer
26 \\
Annual Report 2020/21
