Employee vs ProcessLynn E. Lawrence, CMSgt (ret), CPOT, ABOC

The value of effective training What is a process Determining key processes

◦ Show stoppers◦ Critical tasks

Process Flow Charts◦ Identifying individual tasks◦ Easy to follow

Determining Process vs Employee

Outline

This course is designed to assist attendees in identifying and documenting key processes within an office/clinic environment. Attendees will learn how to flow chart a process and identify when a process is failing or an employee is failing. This useful course will aid all office leadership in teaching and developing their staff’s knowledge on office flow and key processes. By the end of the course, attendees will understand the value of a process and flow chart.

Course Description

The purpose of this lecture is to educate attendees on the value of developing internal process flow charts and programs that assist leadership in determining proper process flow and training requirements

Purpose

Failure to recognize the value of staff development

Compared to other professionals… The better trained your staff is the more

likely the O.D. will perform full scope of practice

Know your people Know the national/local rules Hold yourself accountable…one standard Lead by example…your behavior counts

Staff Development

Tailor your training to clinic needs and goals in order to focus staff

Types of training plans◦ Formal ◦ Informal◦ No training plan

Types of plans

Importance of a Training Plan Management directed

Leadership implemented

Trainee enhancing …consider this in a probationary period

Create a training plan… Have a training

plan to monitor all staff growth and development

Give adequate time for development and relay this up-front on interview day

A great plan is a recipe for success!

Identify Key Tasks

What is important?

What is necessary?

What is nice to have?

Is cross training an option?

What are our show stoppers?

Do not fail here…could be a catalyst to success/disaster

Be specific…pay, training, vacation Give a probationary period…120 days Have a signed agreement Talk about what you expect…know what is

important to your practice…dress, appearance, language, time off

Ask what they expect Ask about personal goals…listen carefully

The Start

Implementation of the Training Plan Preparation/

Coordination Scheduling a start time All on board Tracking and

documentation

Hands-on Demonstration

This IS NOT a show once and leave the trainee alone

This step allows the trainee to build the necessary confidence

This the monitoring phase…very important

Patient Handling Demonstration

After asking the patient if

they are satisfied a

second time, this technique

is really effective

Setting aside time ◦This could be the biggest challenge

◦Make sure it has the lowest impact on patient access and customer service

◦Think outside the box

You can’t make time, you can only take time!

Step-by-Step procedures

Reference material

On-line training

Performance Feedback

See QTPs

Results of effective training Builds rapport and

sets boundaries Provides direction

and establishes expectations

Connects management, staff, and patients

Ties the goals and vision of the practice to staff development

The Process What are the steps

required in the process?

Is this a critical process?

Develop a flow chart

Flowcharts are an image of the way something works. Sometimes a visual representation of work helps people identify problems, obtain solutions, or promote understanding of different processes within a system. The chart allows the creator to relay information in a functional way to highlight areas of success and failures

Read more: Uses of Flowcharts | eHow.com http://www.ehow.com/info_8085140_uses-flowcharts.html#ixzz2GyBnLloi

Flow Chart

1. Define the start point and finish point of the flowchart. A start point may be a problem in a certain situation and the finish point may be the solution

Read more: How to Use a Flowchart | eHow.com http://www.ehow.com/how_7322566_use-flowchart.html#ixzz2GyB20o1n

2.Examine all the steps between the start point and the finish point. This will give you a general idea of how the process in question works. Between the start and the finish point, you will usually see many steps that provide different directions

Flow Chart

Flow Chart Flow charts assist

the entire staff as a reference tool

Very useful in training

Eliminates the need for repetitive training

Flow charts A flowchart is a type of diagram that represents an algorithm or process, showing the steps as boxes of various kinds, and their order by connecting them with arrows. This diagrammatic representation can give a step-by-step solution to a given problem. Process operations are represented in these boxes, and arrows connecting them represent flow of control. Data flows are not typically represented in a flowchart, in contrast with data flow diagrams; rather, they are implied by the sequencing of operations. Flowcharts are used in analyzing, designing, documenting or managing a process or program in various fields.[1]

Parallelogram This is a process step that shows

either an input to the process or an output. A parallelogram is a rectangle that is skewed so the shape appears to be pointing with the upper corner. An example of an input to a process is "doing research" and an example of an output is "printing a paper." The text inside the shape describes what is happening in the step, and is usually a verb and an object of that verb

Read more: Basic Symbols Used in Flowcharting | eHow.com http://www.ehow.com/about_5510500_basic-symbols-used-flowcharting.html#ixzz2GyCPugOy

Rectangle The rectangle shape is the most common flowchart shape. It depicts a step in the process that needs to be carried out. An example would be "acquire boxes." This shape is different from a parallelogram as it shows what needs to be done with the input or to create the output identified in the parallelogram step.

Diamond A diamond in a flowchart

shows that a decision needs to be made. Typically at a decision point, there will be at least two answers (yes or no, true or false, etc.) One flow line will point to the diamond at either the top or left point and two flow lines will leave the diamond at the right and bottom points, one pointing to the process for one answer, the other pointing to the process for the other answer.

Impact/Value

Failure in the process on a flow chart prevents employees from being blamed for deficiencies

Flow charting aids in redirecting training where it is needed

Eye examinations Services

◦ Contact lens◦ Spectacles ◦ Diagnostics◦ Patient education

Customer service◦ Pricing◦ Insurance◦ Returns ◦ Handling Complaints

Technology Materials

◦ Frames ◦ Lens types◦ Tints◦ Coatings

Safety◦ Personal◦ Equipment ◦ Patient

Key Processes

Key Processes What are your key

processes◦ The entire staff

understands what the key processes are

◦ Include the staff in every process◦ Begin with your key

processes◦ Identify the difference in

administration and technical processes

Tell◦ Tell trainee how to

perform the task◦ Allow them to

research Show

◦ Demonstrate the tasks IAW reference material

Do◦ Allow trainee to

perform the tasks

Be clear and consistent

Process vs Employee How to determine if

the cause of the failure is the process or the employee

Run the flow chart to check for a repeat of the failure

Ensure the exact steps are repeated

Resources◦Trainers should be someone who can be focused/

consistent

◦Create standards

◦Use national organizations

Attributes of a Championship Team

Common goal Individual

responsibilities Willing to accept

leadership/direction Operating

parameters Consequences Member

development Recognition

Every Team Needs “Trust”

T = teamworkR = relationships

U = unityS = savvyT = tenacity

One Team, One Purpose Championship teams

are formed through the efforts of great leaders establishing a plan, great team mates executing the plan, and the results exceeding the plan

Lynn Lawrence 2006

Thank you Martralyn@msn.com