Member Onboarding
New member journey from sign-up through first session and retention check-in
Gym & FitnessLead Time
293.15h
Cycle Time
3.4h
Wait Time
289.75h
PCE
1.2%
Stages
8
Bottleneck
7-Day Check-In Call
Value-Add vs Non-Value-Add
Value-Add (VA)
An activity is value-add if it meets all three criteria:
- The customer is willing to pay for it
- It transforms the product or service
- It is done right the first time
Examples: Assembly, diagnosis, treatment, coding, machining, testing
Non-Value-Add (NVA)
Activities that consume time or resources but don't add value from the customer's perspective:
- Waiting — queues, approvals, batching delays
- Transport — moving materials or information
- Motion — unnecessary movement of people
- Rework — correcting defects or errors
- Over-processing — doing more than required
Note: Some NVA is necessary (compliance, safety). Target unnecessary NVA first.
Process Timeline
Value-Add vs Non-Value-Add
Bottleneck Analysis
Stage Efficiency
| # | Stage | Cycle (h) | Wait (h) | VA | Resource | Defect % | Efficiency |
|---|---|---|---|---|---|---|---|
| 1 | Enquiry & Tour | 0.5 | 0.0 | VA | Sales Consultant | 15.0% | 100.0% |
| 2 | Membership Sign-Up | 0.25 | 0.5 | VA | Reception | 8.0% | 33.3% |
| 3 | Payment & Access Setup | 0.15 | 0.25 | VA | Reception | 5.0% | 37.5% |
| 4 | Welcome Email & App Setup | 0.1 | 1.0 | VA | System | 3.0% | 9.1% |
| 5 | Fitness Assessment | 0.75 | 48.0 | VA | Personal Trainer | 10.0% | 1.5% |
| 6 | Program Design | 0.5 | 24.0 | VA | Personal Trainer | 5.0% | 2.0% |
| 7 | First Guided Session | 1.0 | 48.0 | VA | Personal Trainer | 8.0% | 2.0% |
| 8 | 7-Day Check-In Call | 0.15 | 168.0 | VA | Retention Staff | 20.0% | 0.1% |