About us
Directors' overview
The CERM Performance Indicators (CERM PI )
Project has been in existence since 1990 with a vision to facilitate
quality management in the leisure industries. Initially, collaboration was mainly with managers of local government
indoor sports and leisure centres in Australia. Subsequent collaboration
included a range of leisure industry segments and university colleagues
in Australia, New Zealand and the United Kingdom.
CERM PI and industry partners have developed protocols for reliable data collection and have compiled a range of performance indicators for efficiency, customer service quality (CSQ) and appropriateness of services. The performance indicators and related demographic data allow for improved operational decision making, including regular internal and external benchmarking against similar operations.