In many industry sectors, process improvement is geared towards increased profit or improved Customer Experience. Within the NDIS community, the consequences of bad policy and process management can be a case of Life and Death. Most NDIS service providers do a great job providing the services to provide dignity, quality of life, and safety to the consumers of their services; but there are circumstances where process and policy failure results in tragic outcomes. In recent times Ann Marie Smith and Sophia Nisco died while being cared for by NDIS providers.

It is our job to make it easier for our people to do the right thing, check that the right things are being done, and improve outcomes for customers and our organisations. 

So, what can you do to improve your outcomes through process?

Technology is improving at a rapid rate. The days of holding paper-based process documentation in large folders are over. Plastic stackable in trays for handling paperwork should be gone, as should the overheads in double and triple-checking the work of your team. 

Here are a few actions you can take:

• Make your current, documented processes and related records easy to access anytime, anywhere, anyway, and

• Automate processes using cost-effective technology where possible. This helps to:

  • free up capacity for you to work on the outcomes that are important for consumers and your business, and

  • Assist in error-proofing your processes by making it impossible or more difficult to shortcut process.

Workplaces are becoming more dispersed and diverse. The rise of remote working and increased diversity of the Workforce may create some challenges when documenting processes and work instructions.

You can avoid these challenges by:

• Making sure that relevant information and records are available to the people who need it when they need it. 

• Using plain English when documenting processes. Explore Language Translation or alternative ways of providing information if your Team has Culturally and Linguistically Diverse (CALD) members.

• Use a range of aids including documents, pictures, and use video where relevant to cater to different learning styles to effectively communicate process requirements.

Improving processes is a great way to understand and improve the capacity of your business. It is just not sustainable to throw additional resources at a business process and remain competitive. And remember the Insanity definition from Einstein.

“Insanity: doing the same thing over and over again and expecting different results.”

Here are some ways to increase your business capacity:

• Eliminate the waste in your processes – yes, LEAN techniques work in service industries too!

• Trust but Verify – Trust your team to do the right thing but check on an ongoing basis.

• Don’t leave checking until the end of the process - the earlier problems are identified the easier it is to remediate and minimise impact.

• Think about role sharing, enforced leave periods, checking and approval steps in your processes.

• Use auditing to identify not only non-compliances but opportunities for improving your outcomes.

• Incorporate and train improvements into your processes promptly, don’t wait for your next update cycle.

• Look to experts, diverse views, and other industries for improvements and innovations - Ask your clients, external experts, and your cleaning person for their view of your processes. Their different perspectives may give you creative and important insights that you and your clients need!

Nothing happens without your people. Nurture them!

To best assist your team, ensure you:

• Make sure your team understands what is required.

• Provide time and money to grow their skill.

• Use their skills, expertise, and passion to achieve the things that matter.

• Ensure that you understand the capacity and capability needs of your activities. People overworked and rushed are more prone to making errors and without your people having the appropriate skills, failure is almost certain.

Whether your organisation is well-established or newly registered, it’s vital to essential you are making it easier for your staff to do the right thing, and ensure the right things are being done.