Sandwell Leisure Trust has launched an initiative, using the new Quest process, empowering staff to increase performance, improve the quality of services, and ultimately grow the business.

Sandwell Leisure Trust (SLT) is encouraging all staff to embrace its 'Drive for Excellence' initiative by urging everyone to take ownership of the services they deliver in order to drive continuous improvement.

The initiative was developed with the support of David Monkhouse, Quest Regional Manager, who carried out one day assessments of SLT's leisure centres.

Management teams from all sites were then brought together at a conference to review his recommendations and evaluate how the new Quest process could help SLT to continue improving the quality of services to customers.

The 'Drive for Excellence' brand was developed and launched for the conference to support internal communication. This will be carried through all future internal communications when aiming for other quality awards such as the Royal Society for the Prevention of Accidents (RoSPA) and Investors in People (IIP).

SLT hopes that the brand and initiative will inspire staff to help drive the Trust forward. Since its launch, managers have already begun to implement the new 'Drive for Excellence' values by engaging more with customers. Steve Bartley, Assistant Operations Manager at Harry Mitchell Leisure Centre, explained: "We had a group of 16 badminton players and I started chatting to one of them about how they all knew each other. Within two minutes I had found out that they were taxi drivers and restaurant workers, that they looked for activities to do in the daytime, they played 5-a-side football outdoors at a non-SLT venue but were looking to move indoors in the winter, and that they travelled from as far away as Halesowen and Sedgley to play at Harry Mitchell. They left with details of our weekend 5-a-side availability and we had useful information to influence our thinking on programming."

And staff at another centre have reported that they are now speaking more to customers and recording their comments in a 'customer experience record'.

Ash Rai, SLT's Deputy Chief Executive/Operations Manager, said: "I am delighted that all our managers are working together to drive positive change and take ownership of the business. We want to maintain award winning and quality services for all our customers as part of our aim of 'Creating an Active Sandwell'."

David Monkhouse said: "I am really impressed with SLT's approach. I have seen how the Trust has improved and I look forward to working with them on this 'Drive for Excellence'."