PACE MANAGERSM

SYSTEMS

Pace Manager Systems®

Recreating Your Golf Business by

“Improving the Pace of Play”

November 2012

Copyright 2006-2012

William Yates

All rights reserved

PACE MANAGERSM

SYSTEMS

Why Pace of Play is Important

You have a:

– Physical Product

• A Well Maintained Course

– Emotional Product

• The Playing Experience

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SYSTEMS

Even a spectacular course in perfect condition can

produce a poor emotional product -

One that will cause you to

lose business

PACE MANAGERSM

SYSTEMS

Today, your customers:

Must carefully manage their precious resources: – TIME

– MONEY

Will invest those resources only on items/services of High Quality and High Value

PACE MANAGERSM

SYSTEMS

You then:

Must deliver a golfing product of High Quality and High Value every hour of every day

When you don’t, CUSTOMERS COMPLAIN then look elsewhere

PACE MANAGERSM

SYSTEMS

What are the complaints you hear most often?

“SLOW PLAY”

PACE MANAGERSM

SYSTEMS

How are those complaints expressed?

“It was awful. We had to wait on every shot.” – Subjective - based on their experience (perception) of

time, an emotional response

“It took us five hours and eight minutes to play. That’s way too long.” – Objective - based on the actual measurement

of time as compared to their expectations

PACE MANAGERSM

SYSTEMS

• Clock time is different from the experience of time.

• When progress around the course comes to stop,

the perception of time increases and “Quality” decreases.

Objective Time Vs. Subjective Time

PACE MANAGERSM

SYSTEMS

Recreating your Business

EMBRACE CHANGE

Refocus your thinking

Think FLOW not SLOW – First manage flow

– Then easy to manage slow

PACE MANAGERSM

SYSTEMS

Myths that Prevent Success

Myth #1 - The Myth of the 4-Hour Round

Myth #2 - Slow Players are the Primary

Cause of “Slow Play”

Copyright©, 2006 - 2012

by William Yates

All Rights Reserved

Myth #1

PACE MANAGERSM

SYSTEMS

“A Round of Golf Should Take 4 Hours”

Players

This Myth Creates Unrealistic Expectations for:

Managers

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SYSTEMS

The Reality

Length (yards) Course Playing Green to Tee Total Cart Policy Pace Rating

A 5899 2543 8442 Req’d - On Path 4:17

B 6254 1373 7627 Walk/Carts 4:11

C 6381 1985 8366 Req’d - Fairways 4:09

D 6377 1651 8028 Req’d - Fairways 4:07

E 6524 2910 9434 Walk/Carts 4:13

F 6680 4015 10695 Req’d - Fairways 4:25

G 6130 5160 11290 Req’d - Fairways 4:18

H 6130 5160 11290 Req’d - On Path 4:35

I 6440 2660 9100 Req’d - Fairways 4:11

J 6440 2660 9100 Req’d - On Path 4:28

PACE MANAGERSM

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USGA® Pace Rating An Objective Measure

Halfway House Time

Pace Rating and “Time Pars” Based on:

Length Time – On Fairways/On Path Obstacle Time

Green to Tee Distance Time

This tells us what the time to play “should be.”

For any course, we can now define “slow.”

PACE MANAGERSM

SYSTEMS

Myth #2

“Slow Players are the Primary Cause of ‘Slow

Play’”

For Years, this Myth has Caused us to Incorrectly Focus All of our Efforts

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SYSTEMS

“Slow Players?”

“It has to be the players…

– … we waited on the group ahead of us all day”

– … they took forever to putt”

– … they lost a ball on every hole”

– … each player took six practice swings”

– … it is called SLOW PLAY isn’t it?”

Copyright©, 2006 - 2012

by William Yates

All Rights Reserved

Taking Action!

“Recreate”

By

Improving

PACE MANAGERSM

SYSTEMS

1. Management Practices

Operational Decisions Managing the Flow and Pace of Play

2. Player Behavior

3. Player Ability

4. Course Maintenance Practices

5. Course Design

The “Five FactorsTM” That Impact the Pace and Flow of Play

Communicate with Your Players Marshal Training and Tools

Players on the Right Tees

Setup and Rough

Sequence of Holes

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SYSTEMS

Improvement Potential

Round Time

6

5

1

2

3

4

Pace Rating

Actual Time

The “Five Factors”

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The Results of Overcrowding

Overcrowding Causes Round Times to Climb

3

3.5

4

4.5

5

5.5

7:00

AM

7:24

AM

7:48

AM

8:12

AM

8:36

AM

9:00

AM

9:24

AM

9:48

AM

10:1

2 AM

10:3

6 AM

11:0

0 AM

11:2

4 AM

11:4

8 AM

12:1

2 PM

12:3

6 PM

1:00

PM

1:24

PM

Round Time (Hours)

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A Product of Consistent Quality

The Proper Interval Allows for a Consistent Quality "Product"

3

3.5

4

4.5

5

5.5

7:0

0 A

M

7:2

0 A

M

7:4

0 A

M

8:0

0 A

M

8:2

0 A

M

8:4

0 A

M

9:0

0 A

M

9:2

0 A

M

9:4

0 A

M

10:0

0 A

M

10:2

0 A

M

10:4

0 A

M

11:0

0 A

M

11:2

0 A

M

11:4

0 A

M

12:0

0 P

M

12:2

0 P

M

12:4

0 P

M

1:0

0 P

M

1:2

0 P

M

1:4

0 P

M

2:0

0 P

M

2:2

0 P

M

2:4

0 P

M

3:0

0 P

M

Round Times (Hours)

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Widen the Circles of Influence

Golf Operations

Food & Beverage

Golf Group Sales

Golf Operations: Golf Check-in Outside Services Driving Range Transportation

Other Departments: Dining Housekeeping Etc.

- To Manage Quality -

Starter Marshals Caddies

Beverage Carts

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All Team Members Help

PACE MANAGERSM

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Recommendations

Embrace CHANGE!

Executive Management – Adopt a CONTINUOUS IMPROVEMENT PHILOSOPHY

Conduct a formal Pace and Quality Improvement Training Program

PACE MANAGERSM

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Recommendations

Get the Pro Staff out on the course

Diagnose causes and recommend specific solutions

Test and implement recommendations

Measure results and continuously improve

PACE MANAGERSM

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Benefits

Increased Quality and Consistency

Attract and Retain More Customers

Increased Revenue – All Starting Times High Quality and Value

– Fill More Starting Times

– Reduce/Eliminate Discounting

– Increase Replay

PACE MANAGERSM

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Additional Benefits

Improved Employee Morale and Member Interactions

Staff Focused Commitment to Member’s and Guest’s Experience

REDUCE OR ELIMINATE “SLOW PLAY” COMPLAINTS

PACE MANAGERSM

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The Time

It Should

Take to Play

A Trained

Management

Team

Optimal

Course

Scheduling

Your “Complete Slow Play SolutionSM”

Must Be

Tailored to Your Course and

Must Include:

Starting Play

on

Schedule

Proactively

Monitoring

Pace of Play

Real-time

Performance

Metrics

Eliminate

Slow Play

Complaints

USGA® Pace Rating –

Local Association.

Pace Manager

Systems®

Training and

Implementation

Pace Manager

Systems®

Computer

Simulation

Pace Manager Systems®

“Digital StarterTM”

GPS Insight –

Today’s Technology

Sends Alerts

Real-Time Tracking

GPS Insight –

Real-Time Reporting

Copyright©, 2006 - 2012

by William Yates

All Rights Reserved

How to Reach Us:

PACE MANAGERSM

SYSTEMS

Bill Yates

Pace Manager Systems®

4117 Sunridge Road Pebble Beach, CA 93953 Office: (831) 624-4978 Email: pacemanager@gmail.com

Website: www.pacemanager.com