chapter 3 Programming Principles Russell Jamieson Programming Principles

chapter 3 Programming Principles Russell & Jamieson

Programming Principles Programming principles, or axioms, ensure successful delivery of programmed leisure experiences.

Quality Service • Excellence is made up of three kinds of quality: product quality, functional quality, and image quality. – Product quality is measured by customers’ opinions. – Functional quality involves cost analysis and evaluation. – Image quality is the reflection of the organization. (continued)

Quality Service (continued) • Quality requires solid planning and measurement of performance. • Quality is improved through the following: – – – Being innovative Constantly seeking better ways Having future orientation Paying attention to detail Assuming personal responsibility for quality

Customer Service • External customers • Internal customers • Recognition of customer expectations – – – Value for the money Experience as described A means for complaining Feeling of appreciation Advocacy

Value for the Money • Participants have the expectation of a certain level of worth. • Different customers may perceive the same experience differently from each other.

Experience as Described • Participants expect what was promised. • Programmers must deliver the services described in marketing materials.

A Means for Complaining • Establishing procedures for complaints serves program participants. • Handling customer complaints means paying attention to the complaints.

Feeling of Appreciation • Each participant, every time, must be offered the same enthusiasm and intensity. • All customers are special. . treat them that way!

Advocacy • Programmers should be proactive advocates for customers, clients, or participants. • This means serving their needs when participants are not being treated adequately.

Customer Satisfaction • There are three levels of satisfaction. – Negative disconfirmation: service was worse than expected. – Positive disconfirmation: service was better than expected. – Simple disconfirmation: service was as expected. (continued)

Customer Satisfaction (continued) • Customer satisfaction depends on perceptions of achieving expectations. • Expectations come from the following: – – Word of mouth Personal needs External communications Past experience (continued)

Customer Satisfaction (continued) • Perceptions are formed throughout the programming process. • Managing perceptions is challenging because perceptions can be influenced by such factors as participant’s mood, health, or personality. • Dissatisfaction occurs when customer perceptions do not meet expectations. • Professionally prepared programs go a long way toward decreasing the likelihood of dissatisfaction.

Diversity • Recreation programs are for everyone. • Programmers must be proactive in serving all populations effectively.

Public Good • Leisure programs contribute directly to quality of life. • Professional leisure programmers must be dedicated to the broader social service reach of their efforts.

Environmental Compatibility Development of an “ethic” may mean adjustments, or “conserver leisure. ” • The program helps the environment remain healthy over time. • The experience enriches appreciation of the environment. • The program improves the environment.

Efficiency • Efficiency involves producing results though economic use of talent, energy, time, and resources. • Programs that are not efficient should no longer be offered.

Continuous Improvement • Continuous improvement lies at the heart of all successful programs. • Change is inevitable!

Successful Change • Relative advantage – Perceived superiority of the change compared with status quo • Compatibility – Suggests there must be a fit between the change and the existing situation • Complexity – How well the change can be understood • Trialability – Trying out the change gradually • Observability – Visibility of the results of change