June 2008: Workflow Infrastructure

Workflow infrastructure is a term used to describe the system that governs how the work of a company is done, what each employee's specific responsibilities and duties are, and how the work that each person does relates to that of other people in the company.

A key aspect to establishing successful workflow infrastructure is to ensure that everyone in the company knows how the system works, what needs to be accomplished and where they fit. Workflow Infrastructure empowers people, and creates the kind of infrastructure that adds value to a firm, and facilitates growth.

Workflow infrastructure is tailored to each practice to best reflect the type of work, culture, and style of operation. There are however, common elements that need to be included in all workflow infrastructures and these relate to legislation and regulations in the areas of employment standards such as hours of work, overtime, vacation, pay equity, etc.

Assess the Process

The process starts with an objective, ‘big-picture’ look at what your firm does. Step away from the daily minutiae of the practice and look at everything, both external and internal. Ask yourself:

• How is work flowing through your firm? Is it ordered? Is every task being done?

• Is the quality of work acceptable, are things being cobbled together rapidly? Are clients and contractors being left to wait? Are there gaps between tasks completed by one staff member to another?

• If so, what duties and responsibilities can be reassigned so they are done properly and on time?

As you objectively assess the way your firm works, gaps in the infrastructure will become evident. Just think of all the tasks you don't have time for that sit there waiting for someone to roll up their sleeves and tackle them. Many of these tasks will be relatively minor, but more often than not, there will be important activities and major responsibilities that end up on the perpetual to-do list when you are just too busy with client work. Marketing and business development are often overlooked – especially in firms where referrals drive enough business to keep everyone humming along.

The Workflow Chart

The workflow chart, known commonly as the organizational chart, or ‘org chart', is the graphic representation of how work flows through your practice. Like workflow plans, org charts come in many guises and reflect the culture and style of a company. Vertical charts denote traditional, top-down hierarchies whereas charts with many positions aligned horizontally reflect a more dynamic or democratic ‘flat’ structure.

To create the chart, start with the highest position in your firm and arrange all others around it hierarchically depending on their practice area, level of expertise or seniority and listing job title, specific duties and responsibilities. By showing the leader[s], their respective reports and the links between people who work together or whose work flows from one to the other, relationships, job descriptions and responsibilities are clarified. It will also become evident where any gaps or overlapping occurs.

The Secret to Small Practice Success: the Practice Coordinator

As your practice grows, you must appoint someone to act as your practice coordinator, so that you can focus on the on the work of highest value to the firm instead of on the ever-growing list of garden variety administration and management tasks.

Once you pinpoint what the most important work is, you must change your ‘job’ so you are devoting the bulk of your time to these activities and assign [or hire] a staff member to handle routine administrative tasks. This position is sometimes referred to as the Office Manager, but we prefer to use the term Practice Coordinator, especially since in small firms, this person may also engage in client relations, project management or in marketing activities.

Step One: Identify What You Do Best

As a principal or owner of a firm, it is critical that you have a very clear understanding of the duties and responsibilities that you need to focus on. Make a list of any and all superfluous activities that detract from your ability to focus on your billable hours.

Step Two: Create a Workflow Chart

Create a visual aid that represents how work flows through your practice. Identify each task and process and connect those to the employees currently responsible for each. Note where the gaps occur.

Step Three: Identify Gaps

Step Four: Create Job Descriptions

As the work is allocated, write clear job descriptions covering the duties and responsibilities of each employee. Indicate where overlap can occur, as many positions will require support.

Step Five: Identify Outsourcing Opportunities

Are there specific duties and responsibilities within your firm that could be outsourced? Tasks like book-keeping can be handled off-site at very little cost to your practice, allowing you to focus on tasks that generate greater revenue.

Step Six: Identify Tech Opportunities

Step Seven: Appoint a Practice Coordinator

This valuable addition to your team will help to manage workflow by overseeing day-to-day administrative tasks.

Step Eight: Communicate Changes to Staff

Gather your team together to take them through the Workflow Chart. Explain each job description so that everyone within the organization has a clear picture of how work flows through your practice. This is also a good opportunity to introduce the Practice Coordinator if this is a new position within the firm.

Step Nine: Establish a Time Table

Create a schedule based on your most immediate needs to determine when and how the new infrastructure will be integrated into your firm.

Step Ten: Schedule Reviews

Make a point of monitoring how the workflow change takes affect. A three, six, and twelve month review is recommended.

The team from Art for Everyday: From left to right standing: Leanne Newman, Vince Curci, Manoo Mahmoodi (President of Art For Everyday), Ken Mitchell, Jahan Mardani, Mohammad Zand. Kneeling from left to right: Steve Morrison, Kamyar Shahmohammadi.

Afternoon Worshop Hosts Tasco Distributors

Tasco Distributors has exceeded clients’ expectations for customer service, appliance product selection and expertise for over half a century. They carry a wide selection of both professional and consumer appliances from all the major name brand manufacturers and they now have 5 Retail Store Locations and one administrator office to satisfy their clients' needs.

Evening Seminar Hosts Art for Everyday

Art For Everyday Inc.leads the way in original architectural woodcarving design and production. Choose from their beautiful selection of corbels, moldings, corner posts, island posts, columns, mantels, capitals, appliqués and rosettes in maple, alder, mahogany, cherry and many other wood species. Or, talk to them about unique custom woodcarvings to make spectacular design statements in the custom kitchen and other parts of the home.

The National Kitchen & Bath Association (NKBA) is a non-profit trade association that owns the

Kitchen/Bath Industry Show & Conference (K/BIS®). With more than 40,000 members, the NKBA has educated and led the kitchen and bath industry for 45 years. The mission of the NKBA is to enhance

member success and excellence, promote professionalism and ethical business practices and provide leadership and direction for the kitchen and bath industry. For more information, please visit the NKBA Press Room at www.nkba.org/press or call (800) THE-NKBA.