Scarborough YMCA: Getting Back on Track

The newly appointed general manager at the Scarborough YMCA was discussing her plan of action with the YMCA senior leadership team of the Greater Toronto Area. The Scarborough YMCA had been a perennial underperformer from a membership, member satisfaction and financial perspective, but the general manager vowed to turn the facility around. Four prior general managers had given their best effort; yet the facility continued to lag behind the average YMCA in Canada. She sensed a complacent organization. The general manager had practically grown up in the Scarborough YMCA, and although she had assumed several leadership responsibilities in the centre, she sensed that it would be challenging to advocate change now that she was a formal leader.