Quality First : Quality Management in the Leisure Industry

This is a multimedia training pack comprising a video, a training manual and an audio cassette, which provides a complete programme for in-service training in quality management in the leisure industry.

The video has been developed by Longman Group in association with the Sports Council, ILAM (The Institute of Leisure and Amenity Management) and MRA International.

It has been produced by the BBC. The pack is designed to enable managers of leisure facilities to motivate groups of staff at every level to commit themselves to quality, teamwork, putting the customer first and getting things right first time, and to train them in the techniques they need. The video (approx 26 minutes in length) is centred around practices used at the first leisure centre to receive the prestigious BS 5750 quality standard accreditation.

It emphasizes the need for quality in the leisure industry, for teamwork, for putting the customer first and for getting things right first time.

It shows a quality team in operation, managing a leisure centre and it points out the message by comparing this to a high performance motor race team winning at Silverston. The training manual draws out the training points from the video and provides a guide for trainers on how to conduct effective inservice courses for all leisure staff (as well as managers) on quality. The audio cassette (approx 20 minutes in length) reproduces selected interviews and instructional material from the video sound track, together with complementary instruction material for private and group study. The pack can be hired - so centres with smaller training budgets can use it cost effectively.