Operating With Excellence
Operating with Excellence sets out the activities that we must do well in order to inspire our
members, achieve our business performance objectives and ultimately deliver our mission.
It splits into 4 pillars: Sales, Member Experience, Fitness and Commercial Management. Within each pillar we
also define key clear expectations that should be consistently met in every one of our clubs at every point of the
member journey. Every activity we implement at an operational level links back to our Strategy Map, giving our
people the perspective and understanding to see how they effect our overall Strategy and success.