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Scenario 11

question 60

Multiple Choice

Scenario 11.3 Use the following to answer the questions.
The YMCA in mid-town Atlanta has recently upgraded its facilities, including building a new Olympic-sized swimming pool and children's playground. All locations of the Atlanta "Y" are open from 6:00 am until 11:00 pm, 360 days a year. The children's playground is accessible for members only, and is a fenced and secured area. During the weekdays, children under the age of 12 can engage in supervised activities at the playground, for no extra fee. Additionally, there are swimming classes for children of all ages, which is also covered by the monthly membership fee. The swimming pool has been very popular with the professionals who stop by for a swimming workout before or after work.
Many of the YMCA locations are very busy all day, however, the midtown "Y" is busier during the early morning and early evenings. At a recent meeting, Maya Sinclair, its manager, shared her concerns about getting more people into the "Y" at other times of the day. She asked for ideas from her staff about how to do this. She also said that the city of Atlanta had reduced the "Y"'s funding for the next year by 20%. This would cause a need for the "Y" to either gain additional members or charge more per member for the annual fee.
Refer to Scenario 11.3. Martin, one of the staff members at the YMCA, suggested that the "Y" offer discounted memberships to senior citizens over the age of 65; however, they could only use the facility between the hours of 9:00 am and 4:00 pm. Martin's plan is most likely addressing the issue with ____, and relates to the ____ characteristic of services.

Definitions:

Time Lag

The delay between a cause or action and its effect or outcome.

Competitive Benchmarking

A process where a company measures its performance or processes against those of its competitors to identify improvements or strategies.

Industry Benchmarking

A process of measuring a company's performance, operations, or processes against the best practices from other companies within the same industry.

Process Benchmarking

The practice of comparing business processes and performance metrics to industry bests or best practices from other companies.