A gap analysis allows you to examine your practice's current state and, specifically, its desired goal (see Resources below). By identifying your goals, you can develop specific objectives with SMART goals (Topic 4) to ensure the best pathway to goal achievement.
Step 1: What does team utilization and efficiency look like by role?
Identify tasks completed by each role that currently maximizes the utilization of those roles. In other words, what this role does should ensure that not only is this role efficient but that the role contributes to the efficiency of other roles as well.
TIP: This will also help you identify what this role could improve to ensure the other roles on the team are as efficient as possible in achieving their goals.
Be honest when completing the gap analysis. It is OK that while the expectations of each role are to be efficient and well-utilized, the reality may be that they are not due to staffing, inadequate training, time management, etc. State the reality for step 1 and focus on the dream for step 2.
TIP: Don't focus on people in this role; focus on the role itself (goals, tasks, responsibilities, etc.).
Don't get caught up in the details and begin analyzing why these roles are inefficient; that will come later in the SMART goal development process.
Step 2: Dream big.
In an ideal world, what would this team do that makes the practice incredibly efficient while utilizing every role? How should this role contribute to a phenomenal client experience? How should this role contribute to an amazing patient experience (where pets love to come and visit)? How does this role contribute to an efficient workflow? How do they contribute to a positive culture that creates a Great Place to Work®? Remember, don't associate this role with someone currently in that role, but rather what the role should demonstrate when fully utilized. This is an important step because it will create the framework for the SMART goals (Topic 4).
Step 3: Identify what needs to occur to move from ‘today' to the ‘ideal.'
This step may include training, advanced education, role-playing, enhanced inter-team communication systems, technology to enhance the client experience, etc. Think of it this way: How can we work smarter, not harder? How can we create an environment that no team member wants to leave? How can we create a place where every team member is emotionally invested in what they do, achieves a sense of purpose, and maintains a healthy mental balance?
