Make Process Improvement Part of Your Business Culture

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“I wish I could buy time.”

“If I had more time, I would do that back burner project that would really be impactful.”

“There aren’t enough hours in the day.”

Do these sentiments sound familiar?

Unfortunately, time can’t be bought, but you can implement different process improvements, workflows or use different tools in your company to free up some time.


The process of assessing workflow in your company has many benefits. Assessing workflow often results in redesigning or improving a process. Consider making workflow improvements a part of your company guidelines. A few ways to get started are:

  • Create checklists.
  • Enable technology and automation wherever it makes sense.

Is there something that you do in your business on a monthly, quarterly, or annual basis that’s critical to your business? Consider creating a workflow or checklist to help describe the steps. Checklists can ensure that every step is done and is done correctly, which could prevent future headaches. Checklists can be critical in your billing and reimbursement processes. Write down your source of information on each and the last revision date in case you need to update or recheck a procedure.

Referral source checklists are already available to you through Off the Shelf Marketing. Their Medicare Quick Reference Guide checklist explains the reimbursement guidelines for referral sources. Contact Mary Avenanti at Off the Shelf Marketing at 888-875-7707 or [email protected]. Noridian and CGS may also have documentation checklists you can use available on their websites.

Technology and automation can help improve your workflow and save you time. Use technology to help you in all steps of handling your customers including intake, billing, resupply reminders or storing a credit card on file to submit resupply order requests. Rectangle Health is a healthcare payment and premium processing company. Their system allows you to retain a card on file and offer payment installments to your customers, saving you time from sending out invoices in hopes of getting payment back.

Key Performance Indicators (KPIs)

Understanding your business’s key performance indicators (KPIs) is vital to getting the most value out of your organization’s workflow processes.

Do you need to determine the KPIs unique to your business? Scott Gerber, founder of the Young Entrepreneur Council, gathered these tips from a variety of business gurus.

  • Think of your KPIs as a funnel, starting from overarching business priorities, narrowing to teams (or maybe business segments), and finally to the success of individual team members.
  • KPIs should inspire you to act.
  • Tie KPIs directly to your business goals.
  • Customer satisfaction should be at the heart of the majority of your KPIs. Walk the steps a customer takes while interacting with your business to focus on the experience your company provides.
  • Create a KPI dashboard to monitor trends; edit metrics to include only the most valuable to hone focus

Getting Mileage Out of KPIs

Once you have identified your KPIs, you can begin a workflow analysis which can be used to plan, prioritize, and extract requirements for your new (or revamped) work process design.

But what does that look like, exactly?

  1. Understand the KPIs for your business—past, current, trends, and other comparable entities. What are the outcomes you're seeking? Where are you now? Where are you headed?
  2. Set target KPIs and track progress over time. What processes can you change to reach your target?
  3. Use KPIs as a part of your decision-making process. Using quantitative data informs and legitimizes your strategic road map.

Is there anything that you’re doing in your business that doesn’t contribute to your KPIs? What parts are costing you more money or personnel costs, but not driving revenue? Could these areas be adjusted to drive revenue? Also consider farming these things out to outside companies that are experts in these areas for a fraction of the cost of a full-time employee.

Using workflows guards against waste and helps businesses develop and document formalized job functions and roles. It takes more than gut feelings and anecdotes to make positive changes to your process. Lean on your KPIs as you seek to make ongoing process improvements part of your business culture.

We’re interested in hearing from you! Share with us what your KPIs are and how you utilize them in your business. Email us at [email protected] with the subject line “Measuring KPIs.”


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