1. ANTHONY BARBIERI, ANDREA KO, SAMANTHA HOUGHTON, CAROLINA SALCEDO, CHRISTINE SINGH Curves Clarkson

2. Keywords Name of organization: Curves Clarkson Nature of business: Women’s Fitness Club and Weight Management Program Sector: Health and Fitness Business process description: Membership credit card payment system

3. Company Background Women’s only fitness club. Gary & Diane Heavin are the founders. Largest fitness franchise with 10,000 locations. Clubs in 600 countries. Focus is on Curves Clarkson.  Over 600 members

4. Current Payment System Electronic Funds Transfer – Void Cheque.  Payments are withdrawn from member’s bank account once a month automatically. Post-dated Cheques – 12 (1 for each month).  Franchise owner manually deposits cheque once a month in Curves bank account. Credit card.  Member provides credit card. Worker manually processes credit card using Moneris Terminal once a month.

5. Credit Card Processing System The focus of our analysis will be on the credit card system. Currently inefficient, redundant, allows for human error. Workers are required to manually process credit cards on a daily basis.

6. Current Situation

7. Current Situation Process Descriptions 1.0 Fill in Forms 2.0 Validate Information on Forms 3.0 Creates Cue Card 4.0 Worker Collects Payment Information from Black Box 5.0 Worker Processes Payment 6.0 Worker Creates Daily Report 7.0 Worker Creates Monthly Report 8.0 Send Monthly Report to Head Office

8. Current Situation Process Descriptions 1.0 Fill in Forms 2.0 Validate Information on Forms 3.0 Creates Cue Card 4.0 Worker Collects Payment Information from Black Box 5.0 Worker Processes Payment 6.0 Worker Creates Daily Report 7.0 Worker Creates Monthly Report 8.0 Send Monthly Report to Head Office

9. Problems to be solved Human error. Timely process that must be completely each morning. Member’s do not currently have access to their transaction information and receive no receipts.

10. Recommendations Introduce Staff Computer database.  Removes all other redundant data stores.  Reports. Introduce a Server that stores member transaction information.  Allows members to view their transaction history securely online.

11. Recommendations Connect Staff Computer database to the Internet.  Allows for automated credit card processing.

12. To-Be Situation

13. To-Be Situation Process Descriptions 1.0 Enters Information 2.0 Validates information 3.0 Process Monthly Payments 4.0 Request Transaction History Online 5.0 Receives entry 6.0 Generate & Print reports 7.0 Retrieve Reports 8.0 Close franchise/Continue Funding

14. To-Be Situation Process Descriptions 1.0 Enters Information 2.0 Validates information 3.0 Process Monthly Payments 4.0 Request Transaction History Online 5.0 Receives entry 6.0 Generate & Print reports 7.0 Retrieve Reports 8.0 Close franchise/Continue Funding

15. Obstacles Resistance to change  Franchise owner Employee Training  Take away from their daily activities.

16. Obstacles Interfering with daily processes  Training would interfere with customer relations Customers feeling of security  Fear of fraud and identity theft.

17. Cost Savings Amount saved per month: $52.61 – printer ink. $80.13 - computer paper. $17.23 – Moneris receipt paper. $20.54 – Cue cards. $25.02 – Stapler and staples. $195.53 per month $2, 346.36 per year.

18. Spending on new process Server - $354.09 Web master – contracted - $33 per hour

19. Overall Savings exceed costs associated the new system.

20. Conclusion Member satisfaction increased.  Less error with credit card processing.  Worker is able to spend more time attending to members rather than manually processing payments.  Members will enjoy having access to their information.