TRY A CIP (CONTINUOUS IMPROVEMENT PROGRAM)
SURE-FIRE WINNER FOR YOUR PRACTICE
Almost 30 years ago, a business management guru named Tom Peters authored several books that took the business world by storm and made EXCELLENCE a by-word for anyone who wanted to succeed in any type of business. Two of Peters's most acclaimed books, In Search of Excellence and A Passion for Excellence, are often quoted today by those wanting to emphasize world-class quality in any business.
In A Passion, Peters writes: "Excellence is a game of inches or millimeters. No one act, per se, is clinching. But a thousand things, each done a tiny bit better, do add up to a memorable responsiveness and distinction, loyalty (repeat business), and higher profit margins."
Industrial companies routinely spend millions of dollars on research and development, new technology, and employee involvement plans in order to achieve incremental, constant improvement. In contrast, many dental practices pay little attention to constant improvement; rather an office routine is in place, and every day is just a carbon copy of yesterday—business as usual. A Continuous Improvement Program (CIP) can break you out of this rut.
While the primary purpose of a CIP is to develop and implement new ideas to improve business and clinical systems, patient care, and profitability, a CIP also builds synergy among staff as all team members work together in a team effort with joint purpose. Interpersonal relationships as well as office management systems are improved. Team members focus on new ideas, work together to implement suggested changes, and enjoy the rewards from successful implementation of their ideas. An effective CIP makes the practice one of action and fun, developing a "Let's do this!" attitude that improves staff morale while allowing individuals to feel more involved and empowered—and that's the stuff of job satisfaction!
To begin a CIP program in your office, design a CIP Suggestion Form that includes the idea/suggestion, the employee's name, and the date of submission. On the same form, include follow-up information: date idea approved, person(s) delegated to implement the suggestion, and date the action is begun.
Post the entry forms in one place in the office. Team members should deposit completed forms in another location, perhaps a secured box. At each monthly staff meeting, all ideas submitted that month are read, discussed, and accepted, changed, deferred, or rejected. During the presentation and following discussion, most teams prefer to omit the author's name so that an idea is discussed openly on its own merit with no consideration of whose idea it is. Once an idea is accepted by the team, the author's name may be announced. If an idea is rejected, there is no need to mention who submitted it.
Rewards for submission of creative improvements may be handled in different ways. An annual award, either money or a very nice gift, something similar for all team members, can be given at year's end. This plan works well to encourage 100% participation of team members, every person submitting at least one idea. Other dentists prefer to reward each idea individually, as it is implemented with either a monetary award or time off with pay.
Launching a CIP is a dynamic way to encourage innovation and creativity among team members, leading to a host of positive changes in your office, much improved cooperation and interaction among the team, as well as increases in production and profit.
Be sure to check out our Free Resources for Your Practice for additional insights, information, and practice management tips.
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