lynn e. lawrence, cmsgt (ret), cpot, aboc. the value of effective training what is a process ...
TRANSCRIPT
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
