This document discusses the management policies and strategies of Bounce Fitness to obtain feedback from staff and customers, measure business performance, and address issues related to customer feedback and business performance data. It also explores the lack of employee empowerment, faulty survey strategies, and lack of accountability to stakeholders. The document suggests expanding the business network and empowering lower-level employees to improve customer satisfaction. It concludes with recommendations for training employees, motivating them, and implementing a risk management plan.