When Intuition Marries Data-Driven Decisions: A Quality Management Case of How Pelican Sound Golf & River Club Averted Turmoil and Assured Its Future

Abstract

Pelican Sound Golf & River Club (PSGRC), a bundled community in Southwest Florida, faced significant financial and governance challenges during its transition from developer control to homeowner governance. Confronted with financial instability, inadequate reserves and costly legal battles, PSGRC adopted a strategic framework emphasising continuous improvement (CI), data-driven decision-making (DDDM) and member-driven governance. Through tools such as the balanced scorecard and Kaizen, PSGRC redefined its operational and financial strategies, achieving long-term sustainability and enhanced member satisfaction. This case highlights PSGRC’s resilience in addressing market challenges, such as shifting recreational preferences and economic fluctuations, by aligning strategic goals with member needs. PSGRC’s success underscores the importance of adaptability, strategic planning and collaborative leadership, offering valuable lessons for private clubs and similar organisations navigating complex governance and financial landscapes. This case study serves as a compelling example of how innovative governance and management practices can transform an organisation, ensuring its longevity and relevance. The case recounts how the community distinguished itself among private country clubs and most other organisations. The contrasts centre on the club’s unique DDDM processes and CI culture to avert turmoil and assure its future. The case details the evolvement of a young suburban community over time through various levels of leadership decisions, implementation of integrated quantitative or qualitative management practices and processes that ensured the club’s long-term financial sustainability and community efficacy.