Because of our involvement with medical societies and medical conferences, we were introduced to the 6 Sigma concepts in 2007. Since that time, we have worked to evaluate our own processes for inefficiencies using the 6 Sigma methodologies. We began looking at the relationship between quality and cost effective management. We then outlined new processes by which our team could work more efficiently.

Now, we train our team to do a “waste walk” in our office and work with our clients to do the same. Examples of change include:

• Reduction of redundant processes
• Reduction of duplicate follow-up calls
• Creation of a team model with experienced staff
• Established a network of specialized experience staff (Kaleidoscope of Talent)
• Encourage new ideas
• Willingness to experiment to eliminate waste
• Matching staffing demands to registration work flow

In 2007, we decided we wanted to create an environment where we could guarantee registration satisfaction 99.999% of the time while minimizing errors and reducing our overhead by 5% to 10% so we accepted a new paradigm where...

• Errors Became Unacceptable
• Our Team Declared War on Errors
• It Is Our Duty to Report Errors
• We Worked to Help Prevent Recurrences
• We Talk About Your Errors So as Not to Repeat
• We Manage by Fact
• Change is Everyday Work
• Status Quo Is Never an Option
• We Always Strive to Improve