TABLE OF CONTENTS:
Part I: The Dilemmas
1. Just Another Day in Crisis: Dealing with Staff Challenges
2. A Tough Call: Spending Money to Make Money
3. No Time for an Emergency: Identifying Scheduling Problems
4. The Intervention: Learning from Mistakes
5. The First Lesson: Making Investment and Financial Decisions
Part II: Leverage Toward the Goal
6. The $100,000 Day: Applying New Principles
7. A Difficult Beginning: Learning Step 1 of the Five Focusing Steps
8. The "Aha" Moment: Grasping the Rest of the Five Focusing Steps
Part III: Increasing Patient Demand for Services
9. Deal or No Deal: Understanding Patients' Six Layers of Resistance
10. Harvesting the Gold: Beginning the Dental Sales Process
11. Help Wanted: Hiring a Salesperson
12. A New Plateau: The Dentist As Constraint
Part IV: Lean, Six Sigma, Scheduling, and Managing People
13. The Working Vacation: Learning to Be Lean
14. Quality Time: Simplifying Six Sigma
15. Working with the Clock: A Lesson in Scheduling
16. Hard Science on the Softer Side of Business: Managing People
17. One Year Later: Profits for a Purpose




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