Efficiency and automation: those are, or should be, two areas
in which we are always seeking to improve. In this issue, we will touch on
areas of particular concern for Multi-Directory systems. But, before
everyone who has just one Directory decides this article does not apply to
them, let me suggest that you read this one too, as many of the issues
discussed do apply to you! The problems are just much bigger when they exist
in a Multi-Directory system.
Public Enemy #1:
Probably the thing feared most, or I would suggest it should be, is what we
refer to in our Department as the “Black Hole”. You know, that place that
trip sheets - or calls –go, never to be seen again. This is something that I
tell my staff we need to be ever on the lookout for, as it can easily creep
in as rules change, and as we are constantly making adjustments in our
system to increase efficiencies. As humans, we all sometimes fail to
consider and plan for every possibility. Then when the one we never thought
of happens, it is very possible that we may not have set our system up to
properly handle it.
Experience has shown that there are three reliable indicators that you
should be looking for, and then taking the steps necessary to prevent a
“Black Hole”. They are:
-
Your staff indicates “I don’t know what to do with
this.” In other words, “What do I do with Garbage in?” First of all, if you
are getting an indication from your staff that there are things that they
are unsure of the best way to handle, you really need to be asking the basic
question, “So what are they doing with them?” Make sure you don’t have a “I
don’t know what to do with this” pile somewhere!
-
“I thought the system was set up to take care of
that.” Are you sure the system is doing what you think it is doing? You know
what they say about assuming!
- We just don’t seem to have time to stay on top of the
follow-up.” What happens to your accounts when the Schedule has run its
course?
So what can we do about these issues? Working with your staff, purposefully
seek to identify and properly address any indication of a potential problem.
This can frequently be easily handled by specialty Schedules, Forms or
Reports. As with many things, often the hardest part is properly identifying
the problem. Once that’s done, a solution is easy.
Regularly verify that the system is doing what you think it is doing. The
extensive reporting options available in Sweet-Billing are extremely
valuable here.
Lack of follow-up must simply not be allowed as acceptable behavior. EZ
Review is invaluable when it comes to staying on top of this chore. It is
the best way to make sure you are always working with the freshest
information. Far better than those reports that lay around collecting dust
and becoming out-of-date. I would have to say though, that the single
biggest improvement we have made in our operation has been the introduction
of the Sweet-Field Data front end. It has reduced data entry time, improved
our “Clean PCR” %, reduced days in A/R significantly, reduced time spent
filing and retrieving files, and on top of all that, our clients tell us
they can see the difference in their bank accounts! It is win-win!
In summary, eliminate human labor whenever possible - let the computer do
the work! Make use of efficiency-enhancing tools available for the system,
such as Sweet-Field Data, EZ Review, the Task Scheduler, Flexible Report
Generator, Collections Module, and Alerts. Often we find that folks tend to
focus so intensely on the basics in the beginning, which makes perfect
sense, but then forget to move on once those are under control. Don’t forget
to take advantage of continuing Education opportunities offered by Ortivus
North America, which offer you the opportunity to “think outside the box” as
issues are discussed with colleagues. For example, the information touched
on in this article was presented in much greater detail, with specific
solutions offered in a Webinar last May. If you would be interested in
viewing/hearing that recorded session, please contact your Sales Rep for
instructions for viewing.
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