Overview of use of KPI (key performance indicators) for the dental practice. Mindmap for possible kpi's are included

1. KPIs
for
Dentists
Alexander
Tolmeijer,
2
september
2014
Annual World
Dental Congress

3. Monitor
your
business

4. Key
Performance
Indicator
A
key
performance
indicator
is
a
quantifiable
measure
a
company
uses
to
determine
how
well
it
meets
the
set
operational
and
strategic
goals.

5. Goals
could
be…
-­‐ Number
of
visits
-­‐ Waiting
time
-­‐ Turnover
-­‐ Safety
-­‐ Customer
Satisfaction

6. Bear
in
mind…
-­‐ Don’t
use
too
many
KPIs
-­‐ Some
KPIs
take
a
number
of
actions
in
order
to
improve
-­‐ Improvement
of
one
KPI
could
lead
to
improvement
of
other
KPIs

7. Getting
Started

8. RIs
and
PIs
Result-­‐indicator
Performance-­‐indicator

9. Set
your
goals

10. Make
it
a
joint
effort…
Customer
satis-faction
Waitin g
room time
Buy cheaper
Use less
paper
Be on time!
Less
cancelling
Clean office
Answer
phone
quickly
Save energy
No work
backlog
Getting new
clients
Less stock
Efficient
planning

11. Then
ask
yourself…
Team:
• Do
we
all
agree
on
these
PIs?
• Can
we
measure
them
on
a
frequent
basis?
• Do
we
know
what
to
do
with
the
result?
• Who
is
responsible
to
act?
Management
• Which
PIs
are
relevant
for
your
business
strategy?

12. Pick
your
important
KPIs,
for
example…
Average
handling
time
Number
of
Cancellations
Turnover
per
patient

13. KPIs
are
at
the
heart
of
your
business.
From
the
seeds
new
business
grow

14. Start
monitoring
If
you
compare
them
with
best
practises
you
call
these
benchmarks

15. Sometimes
you
have
to
dig
and
find
out
exactly
how
things
work…

16. Benchmarks
comparison
Business
Objec,ves
There
are
three
Metrics
levels
of
benchmarking:
• Internal
benchmarking
(within
the
company)
Benchmark
performance
How
to
close
the
gap?
Improve
• Compe,,ve
or
strategic
benchmarking
(Industry
and
compe,tors)
• Benchmarking
outside
the
industry.

17. Benchmarks
Be
carefull
with
benchmarks.
Are
these
compliable
with
your
own
practise?

18. Start
leading
by
numbers
and
make
your
business
SMART

19. Mail:
a.tolmeijer@dentiva.nl