Standard OS
The operating system for HDND's 23-site network across NSW & TAS — one place to read, know, decide, write, teach, and report.
Six functions
READ
- —Ingests incoming member complaints, calls & emails.
- —Logs machine faults and operational site events.
- —Pulls membership data and billing/revenue feeds.
- —Captures video-based foot-traffic analytics.
- —Centralised intake funnel for all sites.
- —Zero data or issues lost.
- —Real-time operations picture.
KNOW
- —Stores all SOPs, standards, playbooks, and pricing.
- —Maintains the doctrine layer (two-tier baseline).
- —Acts as Copilot for HR policy support.
- —Unbreakable single source of truth.
- —Protects brand integrity.
- —Grounds AI & staff actions in doctrine.
DECIDE
- —Evaluates Call Quality & Scorecard passes/fails.
- —Routes complaints as local or escalated.
- —Flags site health & lapsing certifications.
- —Copilot guidance for disciplinary trails.
- —Automates triage to the right manager.
- —Standardises decisions across clubs.
- —Enforces uniform judgment criteria.
WRITE
- —Drafts cancellation & complaint responses.
- —Generates templated new prospect emails.
- —Produces social content and manager guidance.
- —Auto-generates the weekly Monday Brief.
- —Saves heavy administrative hours.
- —Guarantees a unified HDND voice.
- —On-standard, immediate communication.
LEARN
- —Onboards new starters & continuous learning.
- —Drills scripts and runs sales certification gates.
- —Enforces mandatory staff handovers.
- —Tracks network-wide certifications.
- —Eliminates training inconsistencies.
- —Standard of excellence before member contact.
- —Ensures doctrine uptake.
REPORT
- —Computes single-score Site Health Composite.
- —Projects the 60-day Compliance Horizon.
- —Tracks Follow-Through time-to-resolution.
- —Maps Manager Load and network revenue.
- —Instant leadership command view.
- —Shifts management from reactive to proactive.
Site health at a glance
- Bondi Junction98
- Parramatta94
- Hobart North92
- Newcastle84
- Launceston81
- Hobart Central68
- Wollongong62
Movement
Network health 88.4, up 2.1. Fifteen sites improved, six held, two fell. Wollongong and Hobart Central drive the watchlist.
Wins
Bondi Junction 4th week at 98+. Handover completion 96% network-wide, best on record.
Top Priorities
- 01Wollongong coach + re-shop · booked Tue
- 02Hobart Central supplier escalation · treadmill bank, rower
- 03First Aid renewals ×4 · 1 of 4 booked
What's in, what's added, what's next
Already handled
- Script adherence
Call Quality & Scorecard module + script certification.
- Sales training
Training & Handover Platform with certification gate.
- Staff onboarding
Core function of the Training platform.
- Self-development
Continuous learning loops.
Folded into the build
- Cancellation emails
Drafted in the HDND voice, manager approval required.
- New prospect emails
Templated responses via the Sales Script Engine.
- Daily reports
Automated per-site reporting from existing platform data.
- Disciplinary action
Three-strike trail tracked; Copilot guidance on procedure. Final calls stay human.
- Senior staff load
Manager Load & Coverage view on the Command dashboard.
- Accounting overview
Xero remains system of record; revenue & billing feeds surface in Command View.
Needs review
- Phone answeringNEW BUILD
Feasible, dependent on telephony access and separate scoping.
- HR administrationNEW BUILD
Copilot answers HR policy questions; full HR admin remains outside.
- Meta / social dataAPI
Pull existing social data via API for dashboard visibility.
- Phone recordingCOMPLIANCE
NSW surveillance law requires all-party consent — built with a legal consent protocol.
- Walk-in analyticsLEGAL REVIEW
Video foot-traffic & greeting analytics only. Zero audio capture.