Increasing customer loyalty through proper business process modeling

To ensure high profitability of any business, including medical, it is necessary to be able not only to attract customers, but also to keep them. Increasing customer loyalty – an important task that can be solved using modern tools. One of these tools is the correct modeling of business processes. Maxim Moskalenko – General Manager of the clinics "German Dentistry", Associate Professor of the Department of Health Management NMU. Bogomolets – in an interview for estet-portal.com, he told why competent business process modeling helps to increase customer loyalty.   

 

Maxim Moskalenko – General Manager of the clinics "German Dentistry", Associate Professor of the Department of Health Management NMU. Bogomolets

 

 

How to increase customer loyalty and be efficient with the right modeling of business processes?

Let's figure out what a process is. This is a sequential change in the state of an object over time. Translated from Latin, this word means advancement. Such a certain business dynamics, on the one hand, and a rigidly fixed repeatable sequence of operations and actions, on the other. And all this in the end should be aimed at recreating a specific product or performing a service according to a pre-created scenario. This scenario is feasible if you have been designing and have created your own pattern of interactions in your structure. 

Each organization is literally stitched with – management and operational, key and structural, core and support, internal and external, service and customer-oriented business processes. In our specialty – even medical and clinical; processes related to quality and safety, standards and technologies.

No system operates in a vacuum — it is necessarily influenced by other systems from outside and from within the organization itself.

You and I know very well that no system operates in a vacuum — it is necessarily influenced by other systems from outside and from within the organization itself. Each specialist or employee makes decisions, transmits information, performs actions and deeds, reacts to what is happening around him,   influences other colleagues. The same actions, deeds and decisions are carried out, or not carried out (worse still) by our patients and future clients.

You and I must learn how to create and configure processes in the medical business in such a way that they generate the desired result for us. Note that the result of – it is a mandatory attribute of any business process, and without it, business-oriented processes do not exist on their own. Each of us must clearly understand what to keep and what to refuse, what is missing and what needs to be added to existing processes.

Why is this important to me?

Key business processes support and implement vital strategic  decisions, which allows you to effectively match the activity of people in a particular structure with the goals of the organization. Such processes determine the profile and essence of the business, your management philosophy. After all, the latter maximizes and enhances customer loyalty.

You and I must learn how to create and configure processes in the medical business in such a way that they generate the desired result for us.

What will we discuss during my presentation?

During my presentation at the conference Business Shot, which will be held on May 12 in Kyiv, we:

• Let's figure out what the right business process is and how it affects the success of your business.
• We will see what should underlie successful processes. Let's talk about the predictors of key processes in the medical business.
• Let's learn how to model business processes. 
• Let's see together how to remove barriers and avoid mistakes in planning and implementing your services.
• And finally, together we will answer the main question: "Why do some people succeed, while others do not?"

Hurry up to register for the Business Shot conference to learn how to increase customer loyalty, organize a medical business and use modern tools to increase the profitability of your business!

Ask your questions regarding the role of business processes in increasing customer loyalty in the comments to this article and get answers on May 12 at Business Shot!