Quality Digest

Would appreciate possible contacts or model for management of a quality improvement effort in a retirement community.
The community was founded in 1986 as part of a TVA development initiative.

The developer turned over the operation of Tellico Village to the owners about 8 years ago. The community numbers about 5500 and will build out to about 10,000. A Property Owners Association is governed by 7 voluntary Board members, one of which is the developer representative. The POA is responsible for the water utilities, roads and overall maintenance, management of 3 golf courses, Yacht Club Activity & food service, 3 golf clubhouse food services and a recreation/health center. The community is located 35 miles southwest of Knoxville TN.

Costs are addresssed by a monthly owner assessment and amenity user fees. POA operations are overseen by a general manager responsible for 8 departments. POA employees number about 80. All board & advisory committee members are volunteers. The annual budget is about $12 mil.

The departments are Food Service, Golf, Recreation, Long Range Planning, Architectural Control, Public Service, Communications and Financial Department.

Residents come from all parts of the US but predominately Michigan, Florida, Tennessee, Ohio, Indiana, California etc. There is a plethora of talent/experience however, there is reluctance by the POA to call upon those skills (loss of control?) and reluctance of many to re-engage in operations as they are committed to retirement.