“Why Systems Are The Key To Maintaining Quality In Business.”with Ishan Galapathy.

In this episode of the Ultimate Dental Podcast, Dr. David Moffat interviews Ishan Galapathy, who shares his journey from Sri Lanka to becoming an Australian based consultant in local and global business processes.They discuss the importance of having effective systems in place to improve productivity and profitability in businesses, and in dental practices. Ishan emphasises the need for employee engagement, the balance between automation and personal interaction, and the significance of creating memorable customer experiences.The conversation highlights the necessity of standardisation and continuous improvement in business operations, and particularly how this relates into the practice of dentistry as a business.What you will learn:[01:20] Introduction to Systems and Processes[03:55] Ishan's Journey: From Sri Lanka to Consulting[06:16] The Importance of Employee Engagement[08:42] Real-World Examples of Process Improvement[11:18] The Human Factor in Automation[13:34] Lessons from the Food Industry[15:50] The Role of Communication in Business[18:28] The Impact of Equipment on Productivity[20:35] Maintaining Human Touch in Business[27:38] The Personal Touch in Business Communication[29:36] Efficiency vs. Personalisation in Service[31:37] The Importance of Thank You Notes[33:41] Maximising Productivity in Dental Practices[36:37] Creating a Seamless Patient Experience[39:28] The Value of Experience in Service Industries[42:27] Paradigm Shifts in Business Growth[45:13] Establishing Standards for Consistency[49:15] The Need for Daily Reviews and Team CollaborationTakeaways Small tweaks at the grassroots level can result in huge changes. Investing in people is crucial for productivity. Engaging employees can unlock their potential and improve efficiency. Automation should not replace the human touch in service industries. Daily reviews can help identify and fix issues in processes. Creating memorable experiences can lead to customer loyalty. Standardisation is key to maintaining quality and efficiency. Understanding employee frustrations can lead to better workplace dynamics. Dentists should focus on maximising their time and productivity. Continuous improvement is essential for long-term success.Sound Bites "Small tweaks can result in huge changes." "Engaging employees unlocks their potential." "Standardisation is key to efficiency."