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MASTERY CONFERENCE 2010
'The
Power of
Partnership'
Creating and Structuring a Highly
Effective Relationship with your Office Manager, Front
Desk or Executive Team
Annual Mastery
Conference
March 4-6, 2010
10 Spaces Remaining!
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MANAGEMENT BY ACCOUNTABILITY
Part 2 of 2
Management by Accountability is the Fourth Step in
our Six Step VALUOCITY Technology© which has
been designed to ensure viability of dental practices in
the new economy.
As we outlined last week, Management by
Accountability differs significantly from management
by job description (See Library at
www.MasteryCompany.com). Both levels of
management require staff members to be
responsible for fulfilling their job duties. You cannot
manage people who are not responsible. However,
the major difference between these two models of
management lies in 'who' people are in the practice.
To develop a staff member's accountability we ask the
dentist and the staff member to engage in answering
four questions. The answers must be negotiated
between the dentist and the staff member until there
is mutual agreement.
1) What core activities are you responsible
for?
Core activities are exactly that - core. Many job
functions fall into larger buckets. For example, the
front desk fulfills a number of tasks; calling patients,
appointing patients, managing patient records,
sending in predeterminations, etc. But all those tasks
could fit into one bucket - scheduling patients.
So, the first step in this process is identifying these
core activities. Usually there aren't more than 3 - 5
core activities per job position.
2) What are the expected outcomes from
these activities?
With the staff individual, you determine the expected
outcomes from these activities for the practice, for the
patient, for ownership and for team work.
Using our example above, patients are appointed in
such a way as to be on time, accounts are up to date
with complete explanations of the procedures to be
performed and patients are shown appreciation for
their participation with the practice.
3) How will the staff person be measured in
her success in these core activities?
You and the staff individual determine a mutually
agreeable metric for how their performance will be
measured in fulfilling these core activities.
In the example above, it would be easily done by
measuring production. In hygiene it might be percent
of patients who keep their appointments or for an
assistant, how many times the rooms are completely
ready or patients are seated on time.
4) What conditions need to be in place for you
to succeed in your core activities?
You and the staff person look at their needs from you,
from the practice and from other staff to be successful
in their core activities.
For the front desk, she needs you to be on time, write
clear chart entries, make strong case presentations,
etc.
Once all four questions have been answered and
mutually agreed upon, we suggest to our clients they
document everything using a spread sheet, listing the
core activities in one column and measurements for
success in another. These metrics will be used as a
major part of their performance evaluation and salary
review.
It's pretty straight forward. If people are performing in
accord with the core values of the practice and fulfilling
their accountabilities, practice performance is very
strong and so are the numbers.
The next two eNewsletters will speak to the next step
in the Valuocity process, Pay for Performance.
Dr. Marc B. Cooper
The Mastery Company
MasteryCompany.com
VALUOCITY
A Fable for Dentists
The uncontested 'Number One' fable for Dental
Practice Management in the World.
Now Available at Amazon.com
COPYRIGHT WARNING: This is a public notice. Do
not repost copyrighted articles or materials from these
eNewsletters or the Valuocity book unless you have
Dr. Marc Cooper's and The Mastery Company's
permission. If you find something interesting in the
eNewsletter, post a brief description and the web
address. Note that there need NOT be a formal
copyright notice. In the US, anything written is
copyrighted by default as soon as it is affixed to a
permanent media (such as a hard drive). Brief quotes
or extensive paraphrasing of an article is fine if
properly cited. Wholesale copying without permission
is illegal. Please show the same courtesy to Dr.
Cooper as you would expect for your own
work.
Dr. Marc B. Cooper
President and CEO
The Mastery Company
Mr. Chris Creamer
President
Sahalie Press
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