We are two months in and most of it went well. The actual change for 15 Imacs occurred over a weekend but it took some time for staff to get used to the new aways of working. We are not yet fully Macced as we still used Word and Excel instead of Pages and Numbers but that will come. Look forward to making more use of Ichat.
One early headache was the integration of Sage and I would suggest you make sure your Mac people can do this promptly. Our booking software had some teething problems. we are looking into MacPractice but i cannot say they are user friendly to get started with.
Was it worth it? A resounding YES because we have more efficient machines, with less down time and these will pay for themselves within 2 years. The Apple shop does a good 2 year leased deal which helps keep costs down. More to follow!
Plus i love my Ipad!
Monday, 4 October 2010
My ideal Office Manager
I have had 7 years to think about this and ma delighted to share this with you. Constructive comments are appreciated.
The ideal office manager
High expectations are the key to every thing
Understands and follows NOH mission, vision, action and business plans, sales processes, guides for managers and leaders
To be the MINDER who ensures the Grinders (key operational staff) provide operational and customer excellence for the work identified by the Finder (CEO)
Has a bias for action and no paralysis by analysis
Is able to optimally execute CEO requirements and constantly develops 'know how' to exceed CEO and organizational expectations especially 1) gets the right people together with the right behaviours and the right information to make better, faster decisions and achieve business results 2) calibrates NOH people based on their actions, decisions, and behaviours and matches them to the non-negotiable of the job
Constantly seeks to improve processes and procedures as well as quality
Is able to report on operational functions at any point in time
Has their finger on the pulse of all aspects of the business
Is house proud and ensures the cleanliness, tidiness and organisation of all aspects of the business
Ensures inventory systems are in place for on- site and off- site stuff
Has cold weather strategy
Has warm weather strategy
Ensures and maintains Care Quality Commission compliance
Understands and maintains Investors in People
Ensures seamless interaction with the call centre
Provides CEO with core dashboard data
Has identified the needs for the WIKI for the team
Constantly questions how and what we are doing and how each aspect can and should be improved
Acts in a timely manner to achieve both quick wins and long term goals
Implements and reviews the balanced business score card
Has organisational presence and authority amongst all staff and suppliers
Liaises with other high quality practice managers and brings learning from them into NOH
Is the know how person at NOH
Anticipates the CEOs concerns
Ability to reflect and learn from the past
Fully understand and constantly analyses NOH position in it's markets, compares to competitors and develops maximal distributive channels ( how we get our services and products to market)
Knowledge
As above key NOH policies and day to day parameters of best medical customer service
Attitude
Pro-active, can-do, constant improvement
Decision-making
Timely and linked to appropriate actions
Manual
Hands-on, head-in approach at all times
Communication
Regular updates to CEO based on dashboard and key events, regular updates of team with monitoring of progress in key areas of human, operational, strategic, financial and marketing success/failures
Human
Manages HR with the highest standards for recruitment, retention of the best but also ensures the successful and appropriate removal of poor performers after an acceptable and not too long qualifying period
Engages with all staff to fully understand their day to day processes and makes suggestions and implements change to improve efficiency and efficacy
Understands clients needs and does every thing to ensure the ultimate customer experience
Maintains excellent HR records
Ensures a culture of discipline in all staff
Works to the core ideas of the balanced HR score card
Develops staff health benefit plan
Develops staff charity plan
Canvasses, digests the opinions of the medical staff and listens to their needs
Ensures appropriate discipline of medical staff
Ensures all staff discipline
Collates client delight and complaints for action to constantly improve our customer care offering
Ensures effective induction of new staff and students/interns with all to sign off on the hard version or the virtual version
Operational
Liaises the call centre
Reviews call centre records and makes required changes
Ensures website updates
Ensures iMac folders up to date
Ensures promotional PDFs and templates up to date
Ensures efficient quotes for business and appropriate follow up
Ensures efficient implementation of on site and offsite business
Sets the highest standard for offsite business that ensures the development and maintenance of the maximal reputation for NOH
Ensures client communication is regular and to the highest possible standards
Deals promptly with concerns/incidents and action on any complaints and incidents
Ensures the highest standard of health and safety
Develops the companies green policy
Develops, monitors and reports to CEO on staff engagement and satisfaction
Ensures staff working hours are complied with, optimally used and are not excessive
Ensures phones are answered promptly
Ensures voice mails are dealt with daily
Ensures email enquiries are dealt with daily
Ensures and optimises friendly and collaborative teamwork
Arranges monthly early close with staff tea break
Ensures efficient and timely creation of databases and efficient and timely communication with existing and potential clients
Arranges events to a high pre-agreed standard
A tight dedicated daily process and progress review for induction of new clients with feedback to CEO of how day 1 went, contacts client personnel and client HR or medical on Day 2 &3 to endure delight with process, confirms and feedsback to CEO that Optimal SLA and SOP have been achieved
Ensures data for agreed CEO management dashboard is available in a timely fashion
Ensures effective delegation where the output/outcome of delegated work is regularly reviewed for timely success
Strategic
Thinks ahead for the businesses needs for growth
Anticipates worse case scenarios and how these can be mitigated or avoided
Has contingency plans in place for all emergencies
Develops rolling student programme
Financial
Ensures any lease agreements are efficiently dealt with
Ensures billing is accurate and timely
Ensures pricing in all media is up to date
Constantly Assesses opportunities for cutting costs or making processes more efficient
Reviews competition and pricing structures
Marketing
Works with CEO on growth strategies
Reviews and optimises marketing material
Reviews and optimises staff customer handling training
Reviews and optimises presentation areas within the clinic
The ideal office manager
High expectations are the key to every thing
Understands and follows NOH mission, vision, action and business plans, sales processes, guides for managers and leaders
To be the MINDER who ensures the Grinders (key operational staff) provide operational and customer excellence for the work identified by the Finder (CEO)
Has a bias for action and no paralysis by analysis
Is able to optimally execute CEO requirements and constantly develops 'know how' to exceed CEO and organizational expectations especially 1) gets the right people together with the right behaviours and the right information to make better, faster decisions and achieve business results 2) calibrates NOH people based on their actions, decisions, and behaviours and matches them to the non-negotiable of the job
Constantly seeks to improve processes and procedures as well as quality
Is able to report on operational functions at any point in time
Has their finger on the pulse of all aspects of the business
Is house proud and ensures the cleanliness, tidiness and organisation of all aspects of the business
Ensures inventory systems are in place for on- site and off- site stuff
Has cold weather strategy
Has warm weather strategy
Ensures and maintains Care Quality Commission compliance
Understands and maintains Investors in People
Ensures seamless interaction with the call centre
Provides CEO with core dashboard data
Has identified the needs for the WIKI for the team
Constantly questions how and what we are doing and how each aspect can and should be improved
Acts in a timely manner to achieve both quick wins and long term goals
Implements and reviews the balanced business score card
Has organisational presence and authority amongst all staff and suppliers
Liaises with other high quality practice managers and brings learning from them into NOH
Is the know how person at NOH
Anticipates the CEOs concerns
Ability to reflect and learn from the past
Fully understand and constantly analyses NOH position in it's markets, compares to competitors and develops maximal distributive channels ( how we get our services and products to market)
Knowledge
As above key NOH policies and day to day parameters of best medical customer service
Attitude
Pro-active, can-do, constant improvement
Decision-making
Timely and linked to appropriate actions
Manual
Hands-on, head-in approach at all times
Communication
Regular updates to CEO based on dashboard and key events, regular updates of team with monitoring of progress in key areas of human, operational, strategic, financial and marketing success/failures
Human
Manages HR with the highest standards for recruitment, retention of the best but also ensures the successful and appropriate removal of poor performers after an acceptable and not too long qualifying period
Engages with all staff to fully understand their day to day processes and makes suggestions and implements change to improve efficiency and efficacy
Understands clients needs and does every thing to ensure the ultimate customer experience
Maintains excellent HR records
Ensures a culture of discipline in all staff
Works to the core ideas of the balanced HR score card
Develops staff health benefit plan
Develops staff charity plan
Canvasses, digests the opinions of the medical staff and listens to their needs
Ensures appropriate discipline of medical staff
Ensures all staff discipline
Collates client delight and complaints for action to constantly improve our customer care offering
Ensures effective induction of new staff and students/interns with all to sign off on the hard version or the virtual version
Operational
Liaises the call centre
Reviews call centre records and makes required changes
Ensures website updates
Ensures iMac folders up to date
Ensures promotional PDFs and templates up to date
Ensures efficient quotes for business and appropriate follow up
Ensures efficient implementation of on site and offsite business
Sets the highest standard for offsite business that ensures the development and maintenance of the maximal reputation for NOH
Ensures client communication is regular and to the highest possible standards
Deals promptly with concerns/incidents and action on any complaints and incidents
Ensures the highest standard of health and safety
Develops the companies green policy
Develops, monitors and reports to CEO on staff engagement and satisfaction
Ensures staff working hours are complied with, optimally used and are not excessive
Ensures phones are answered promptly
Ensures voice mails are dealt with daily
Ensures email enquiries are dealt with daily
Ensures and optimises friendly and collaborative teamwork
Arranges monthly early close with staff tea break
Ensures efficient and timely creation of databases and efficient and timely communication with existing and potential clients
Arranges events to a high pre-agreed standard
A tight dedicated daily process and progress review for induction of new clients with feedback to CEO of how day 1 went, contacts client personnel and client HR or medical on Day 2 &3 to endure delight with process, confirms and feedsback to CEO that Optimal SLA and SOP have been achieved
Ensures data for agreed CEO management dashboard is available in a timely fashion
Ensures effective delegation where the output/outcome of delegated work is regularly reviewed for timely success
Strategic
Thinks ahead for the businesses needs for growth
Anticipates worse case scenarios and how these can be mitigated or avoided
Has contingency plans in place for all emergencies
Develops rolling student programme
Financial
Ensures any lease agreements are efficiently dealt with
Ensures billing is accurate and timely
Ensures pricing in all media is up to date
Constantly Assesses opportunities for cutting costs or making processes more efficient
Reviews competition and pricing structures
Marketing
Works with CEO on growth strategies
Reviews and optimises marketing material
Reviews and optimises staff customer handling training
Reviews and optimises presentation areas within the clinic
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