The next-generation operating model for the digital world

From McKinsey & Company:

Companies know where they want to go. They want to be more agile, quicker to react, and more effective. They want to deliver great customer experiences, take advantage of new technologies to cut costs, improve quality and transparency, and build value.

Source: The next-generation operating model for the digital world | McKinsey & Company

You can easily insert the words “Dental office” in place of “Companies” in the paragraph above and it makes perfect sense. The linked McKinsey article is all about business in general but it discusses issues and solutions that are relevant and apply to dental practice.

The basic idea is that businesses need to coordinate functions between sectors (like back office and front office) and use technology to improve customer (patient) ‘journeys’, like the new patient experience.

The author outlines a process that parallels my concept of “The Office Technologist”. That is coordinated use of interactive technology that works together in order to improve outcomes and increase productivity. The alternative, which most offices develop when technology is first introduced, is a system of individual processes that stand alone and are not seen as part of the primary process but as an added burden.

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