Outdoor centres (residential)
In 1998 a project commenced with the aim of developing a range of performance indicators for outdoor residential centres. CERM PI lead the project with collaborative involvement from NSW Dept of Sport and Recreation, University of Technology Sydney, Camping Association of South Australia and Sports and Recreation Victoria. Development of the indicators was achieved in three staged phases of the project.
The first phase focused on operational indicators; the development of appropriate measures as well as their integration into business plans and ultimately, quality improvement measures.
Phase two developed and refined customer service quality questionnaires and survey methods to facilitate the collection of data from adult customers of outdoor residential centres. Survey results were integrated with operational information from stage one to provide a comprehensive report for each site participating in the study.
In 2001 phase three of the project commenced; the review of service quality opinions of children (aged 7-12) attending outdoor residential centres. The project examined the long-term impacts of the experience and the relationship between the service and the customer (children).
The CERM PI performance indicators for outdoor residential centres, therefore represents the culmination of more than three years of applied research involving industry as well as other tertiary sector collaborators. Innovative aspects of the project, particularly the inclusion of children’s perceptions of service quality, continue to provide the basis for CERM PIs current work in a range of leisure settings.
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