How to become a paperless office

Is it possible to become a 100% paperless office? Lets be realistic - probably not. Due to legal obligations or compliance certain documents within your company may have to be preserved in their paper paper format at all times. But some companies are hesitant to switch to digital documentation due the work it will take to transition over. But it really is the best way to streamline your business: Save Time & Money To Be Able To Invest In & Develop Your Business...

"The benefits by far out way the con's"

I was speaking to someone recently who works in the non-profit sector providing services. They asked me about Quality CRM systems. They told me about the system they use. I asked did it replace their documentation. They said no it is in addition...They ended up with paper documents & electronic versions of the documents???

This is the biggest trap companies fall into. They set out with the idea that adding a CRM or document management system will be the saviour. But in fact in becomes a hindrance as reporting documentation is duplicated and even triplicated in certain situations. People end up entering the same data multiple times. People have to undo & redo their work trice times over.

So how do you become a mostly paperless office & create a Quality CRM System?

? Do your homework: Do your research first as too many companies buy off the shelf document management systems that do some of what they need it to but not all. I'd recommend working direct with software developers who design systems bespoke to your needs. This helps with migrating documents online as it eliminates having to training people on new processes from the shelf system. You really need to get it right the first time around. So many companies rush in to purchasing a system from a place of despair. You end up wasting money, time and energy.

? Stakeholders: Take your time and do it right the first time around. Involve the people in the process. Run focus groups with all staff at all levels including board members and customers, funders who you need to share reports or information with. Ensure due diligence and ask people 3 key questions

1. What do we currently do that works well?(in terms of our processes/systems/reporting)
2. What areas do we need to improve?
3. What would add value: what would add value that currently we don't do?

The people using documentation everyday will tell you what's right or wrong with and have great innovative ides too? They will also have ideas of how to best land the roll out for optimum success. This enables buy in, belief in and commitment too the process.

? Lean Processes: Set up a quality improvement group of different stakeholders and take all your processes over the year and get feedback on them: Unify & standardise your documentation. Ask what is the least amount we need to fulfil our obligations. Not everything needs to be recorded. Make sure your processes are based on best practice to ensure it drives quality practice on the job. Make sure your policies & procedures are process that are in practice. *Note: ensure as you design your processes to consider where duplicate currently arises and if its needed and what processes or systems need to connect to each other. For example for most businesses complaints, health & safety & risk management processes overlap quite regularly. So never design processes & systems in isolation. Include people in design & delivery.

"people do not read complicated, wordy documents"

? What's the rush: Nothing worth having doesn't take time. To have a quality CRM system you must get organised and be realistic. As most workforces have already experienced many times having to undo, redo works due to constant re-directs from governance or governing bodies changes to policies. The result is you frustrate everyone in the process and you fail to get belief in, buy in and commitment to the change management process. Its viewed as extra work vs continuous quality improvement.

? Be Realistic:

• Do the inhouse work first before looking at companies to partner with. Engage the stakeholders and get feedback at all levels. Lean out your processes first.

""When a measure becomes a target, it ceases to be a good measure"

• Create a System Brief of each of your processes in steps it takes to complete the process to a quality standard, determine how you want to measure quality at each step of the process. And highlight clearly which processes should speak to each other. As any system worth buying should have the capability to connect data across the system so it speaks to each other so you only have to enter the data once. The system should do all the heavy lifting and create efficiency of time. Know what reports you need so the system automatically generates these for you and have filter capabilities to bespoke reports where needed. A lot of companies have to submit legal or compliance reports for funders or governing bodies. Align your reports to generate automatically for said purpose. Think of your system as a Total Quality Management System.

? TIMEFRAME:

• Engage stakeholders at all levels to get feedback on what should be in your system brief.
• Lean/Streamline all your process to the minimum about you need.
• Unify & standardise your documentation: Do not just digitalise your documentation as they are. You will end up just doing the same work but rather than writing up paperwork your typing it. Thing of your documents as processes and information you need to gather and collate data/analytics in your Quality CRM System. ie When insert said information into said form. I will need the data for this to be my record firstly, but then I need it to extract the data to generate reports/analytics too.
• Depending on the size of your business you should take the first 3 months to research CRM/Document management companies to narrow it down to 3 possible companies/software developers that can meet your needs. You'll get some ideas along the way. And network with similar companies to find out what they use. As you don't need to waste time or money recreating the wheel.
• Test: Always Always Always test before you roll out your new system: You need Construct, Deconstruct, Reconstruct to ensure your policy & procedures in terms of processes are in practice.... Then you need to work with a pilot group pilot in order to get feedback of what works and what needs to improve before you role out to wider parts of the organisation... Work with a team/group who want it and will champion it when wider roll out occurs; Ensure there is a period of time whilst the system is live to able to give live feedback. As it is not until we use a system for a period of time that they usually unveil kinks or issues with the system. Roll out in a phased timeframe to ensure success of the project of implementation

• Invest: It takes time & money & people to ensure success. So ensure appropriate training is provided and supports are available when/as needed. It should not be left the few to be responsible for what is an organisational initiative. Know each service/location/team may differ in their ability to implement due to current challenges that are live for them. So a one size fits all approach does not work, but consistency in roll out is essential. If you cant afford to do it right the first time. Look at phased stages of implementation from what are the essentials priorities of the organisation.

Sean Bohan

Quality Improvement Coach

Phone: 086-8630321