Goals KPIs

Our Goals & Key Performance Indicators
Merrimac Pharmacy & NCC: Achieving Goals Together Through Team Accountability & KPIs
Our Strategy
How Will We Achieve Our Goals?
Success at NCC Health is built on three essential pillars that work together to create a cohesive, high-performing organization. Our approach ensures every team member understands their role and how it contributes to our shared mission of delivering exceptional pharmaceutical care.
EOS Operating System
Executing the Entrepreneurial Operating System framework to create clarity, accountability, and consistent performance across all operations
Aligned Teams
Building collaborative teams where everyone moves in the same direction with shared understanding and mutual support
Strong Relationships
Developing productive B2C and B2B partnerships with patients, pharmacies, doctors, clinics, and nursing homes
Our Company Culture Book serves as the solid foundation that guides us, helping our team move in the same direction with confidence and clarity.
Pillar 1
EOS Operating System
The Entrepreneurial Operating System (EOS) provides the structural framework that drives our success. This proven methodology creates clarity and consistency across every aspect of our operations, ensuring everyone knows what to expect and what's expected of them.
Through EOS, we've established clear processes that eliminate confusion and empower our teams to perform at their best. This system transforms how we work together, making collaboration seamless and results predictable.
Key EOS Components
Well-defined team structure with clear reporting lines
Effective and regular meetings that drive progress
Transparent accountabilities and reporting systems
Comprehensive training resources
Learn More: These components are explored in depth in Video 2 – Team Overview, which provides practical examples of EOS in action at our pharmacy.
Pillar 2
Aligned and Collaborative Teams
Team alignment doesn't happen by accident—it requires intentional systems and tools that create clarity and foster collaboration. We've implemented comprehensive frameworks that ensure every team member understands their role, has the resources they need, and can communicate effectively with colleagues.
01
Outcome Profiles
Modern job descriptions that focus on results rather than rigid tasks, empowering team members to find their best approach
02
Activity Timings
Data-driven schedules showing how long key activities should take, enabling better planning and performance monitoring
03
Key Performance Indicators
Metrics that track progress and highlight opportunities for improvement across departments and individual roles
04
Digital Collaboration Tools
Microsoft Teams and Office 365 providing seamless communication, file sharing, and project coordination
Pillar 3
Building Strong External Relationships
Our success extends beyond our internal team to encompass the entire ecosystem of partners and customers we serve. Strong B2C and B2B relationships are fundamental to delivering exceptional pharmaceutical care and maintaining our reputation as a trusted healthcare partner.
Patients
Direct consumer relationships built on trust, personalized care, and consistent service excellence
Pharmacies
Professional partnerships with other pharmacies supporting mutual growth and knowledge sharing
Healthcare Providers
Collaborative relationships with doctors and clinics ensuring seamless patient care coordination
Nursing Homes
Dedicated partnerships providing reliable pharmaceutical services to long-term care facilities
The Foundation: Our Culture
Team and Business Culture
Our Company Culture Book isn't just a document—it's the living foundation that guides every decision we make and every action we take. This bedrock ensures we all move in the same direction, united by shared values and common purpose.
When challenges arise or opportunities emerge, our culture provides the framework for response. It empowers every team member to make decisions aligned with our values, knowing they have a solid foundation supporting them.
This cultural alignment creates consistency in customer experience, efficiency in operations, and clarity in communication. It's what makes Gooding Drive Pharmacy more than just a workplace—it's a community working toward shared success.
Dive Deeper: Explore our culture in detail through Video 5 – Culture Doc, which brings our values to life with real examples and practical applications.
Modern Approach
Understanding Outcome Profiles
Gone are the days of rigid job descriptions that stifle creativity and limit growth. At Gooding Drive Pharmacy, we've embraced Outcome Profiles—a modern approach that empowers team members while maintaining clear expectations for results.
Traditional Job Description
Specifies exact tasks and methods, focusing on how work should be done. Offers little flexibility and can become quickly outdated as roles evolve.
Outcome Profile
Defines desired results and outcomes, giving team members flexibility in how they achieve them. Encourages innovation and personal ownership of work.
Our goal as a business is to encourage everyone to find their own 'best' way of doing their role, while outlining the outcome required. This approach recognizes that you know your work best and trusts you to deliver results in the way that works for you.
Working with Your Outcome Profile
Your Outcome Profile is a living document that grows with you throughout your career at Gooding Drive Pharmacy. Understanding how to access, use, and update it is essential for your success and development.
1
Access Your Profile
Your Outcome Profile is located inside your Employment Hero account. If you're unsure how to find or navigate it, don't hesitate to ask your manager for guidance.
2
Annual Performance Reviews
Your Outcome Profile serves as the main document used during your annual performance review. Your achievements and growth will be measured against the outcomes defined in your profile.
3
Keep It Current
As your role evolves and expands, your Outcome Profile should reflect these changes. Feel free to suggest updates to the document—all changes must be approved by your supervisor or manager.
Outcome Profile Example
Here's a real example of what an Outcome Profile looks like in practice. Notice how it focuses on results and flexibility rather than prescriptive tasks, giving team members room to excel in their own way while maintaining clear accountability.
This example demonstrates how Outcome Profiles clearly define responsibilities, expected outcomes, and success metrics without limiting how team members approach their work. The profile provides structure and direction while encouraging personal initiative and creative problem-solving.
Efficiency Tool
Activity Timing Standards
Over the past decade, our business has carefully developed comprehensive activity timing standards that show how long various pharmacy tasks and processes should take. These benchmarks are grounded in real-world data collected from experienced team members performing at optimal efficiency.
Set Clear Expectations
Help team members understand what's required for each role and task
Forecast and Plan
Assist managers in workforce planning and scheduling as business grows
Monitor Performance
Provide objective benchmarks for evaluating efficiency and identifying training needs
Important Note: These timing allowances are established for team members with more than 6 months of experience in their particular role. New team members should focus on learning thoroughly rather than speed.
Activity Timing in Action
Below is an example of our activity timing documentation. These standards help create predictability in our operations, allowing managers to accurately forecast workload and staffing needs while giving team members clear benchmarks for their performance.
This systematic approach to measuring work creates transparency and fairness. Team members know exactly what's expected, and managers can identify when additional support or training might be needed. It's a win-win that benefits everyone.
Leveraging Activity Timing Data
Understanding how long each activity takes unlocks powerful capabilities for planning, growth, and team development. By having accurate timing data, we can make informed decisions that benefit both the business and our team members.
1
Workforce Planning
Analyze incoming order volumes and forecast optimal staffing levels, ensuring adequate coverage without overstaffing
2
Growth Readiness
Prepare for business expansion by knowing exactly when to hire new team members based on workload projections
3
Performance Monitoring
Track individual and team performance against established benchmarks, celebrating successes and identifying areas for improvement
4
Support and Development
Identify when a team member might need additional training or support in a particular role, allowing for early intervention
Department-Specific Details: Each department has unique activity timing considerations. More detailed information tailored to your specific role is available in your department training videos.
Measuring Success
Understanding Key Performance Indicators
Key Performance Indicators (KPIs) are the compass that keeps our teams and business on track operationally. We use these metrics daily, weekly, monthly, and annually to ensure we're making progress toward our goals and delivering the quality of service our customers expect.
KPIs transform abstract goals into measurable outcomes, providing clarity and accountability. They help us celebrate wins, identify challenges early, and make data-driven decisions that improve our operations.
Leading KPIs
Forward-looking indicators that show where you're likely to go—they predict future outcomes and allow proactive adjustments
Lagging KPIs
Backward-looking metrics that measure what has already happened—they confirm results and show the impact of past actions
Department-specific KPIs are explored at a deeper level in your department training videos, with practical examples of how to track and improve your metrics.
Leading vs. Lagging KPIs
Leading Indicators
Leading KPIs indicate where you're likely to go, serving as early warning systems or opportunity signals. These metrics help us take proactive action before results materialize.
Examples include:
Zendesk ticket volumes
Website inquiry rates
Incoming phone call volumes
Customer engagement metrics
Prescription refill requests
Lagging Indicators
Lagging KPIs measure what has already happened, providing concrete evidence of success or areas needing improvement. These metrics validate our strategies and show actual results.
Examples include:
Total sales revenue
Operating expense ratios
Customer satisfaction scores
Prescription fulfillment rates
Employee retention statistics
The most effective approach uses both types of KPIs together—leading indicators guide our actions, while lagging indicators confirm our results. This combination creates a complete picture of performance.
NCC Key Performance Indicators
The National Compounding Centre (NCC) tracks specific metrics that reflect the unique nature of our compounding and customer service operations. These KPIs ensure we maintain the highest standards of quality, efficiency, and patient care.
Lagging KPIs
Financial and operational results that show our overall performance:
Total Sales: Overall revenue generated from compounding operations
Gross Sales: Revenue before deductions and returns
Operating Expenses: Costs associated with running the compounding center
Wage Costs: Labor expenses as a percentage of revenue
Leading KPIs
Forward-looking metrics by department:
Customer Service: Zendesk tickets resolved, percentage of missed phone calls, website traffic and inquiries
Dispensing: Number of formulas dispensed, quantity of prescriptions processed
Laboratory: Products manufactured, fast-moving items processed efficiently
Pharmacists: CS1, CS2, CS3 quality checks completed, error rates tracked and minimized
Merrimac Pharmacy Key Performance Indicators
Merrimac Pharmacy focuses on retail pharmacy excellence, tracking metrics that reflect both our community pharmacy operations and professional dispensing services. These KPIs help us deliver exceptional patient care while maintaining strong business performance.
Lagging KPIs
Results-focused metrics showing our business health:
Total Sales: Combined revenue from retail and prescription services
Gross Sales: Total revenue before adjustments
Operating Expenses: Costs of running the retail pharmacy
Wage Costs: Staff compensation as a percentage of sales
Leading KPIs
Activity-based indicators by department:
Retail: New Merrimac Pharmacy loyalty program signups, products per customer transaction, average dollar value per customer
Dispensing: Total prescriptions dispensed, prescription packs prepared for regulars
Pharmacists: Vaccines administered to patients
By monitoring these KPIs consistently, we can identify trends early, celebrate successes, and address challenges before they impact patient care or business results.
Communication Hub
Microsoft Teams: Our Communication Platform
Microsoft Teams serves as our critical communication tool, connecting every team member regardless of location or department. This powerful platform enables seamless collaboration, information sharing, and team coordination that keeps our operations running smoothly.
Voice & Video Calls
Connect face-to-face or by voice instantly with colleagues
1:1 and Group Chats
Quick messaging for immediate questions and ongoing discussions
Employment Hero Surveys
Gather team feedback and make collaborative decisions efficiently
Zendesk Integration
Access customer service tickets directly within Teams workflow
Searchable Archives
Find past conversations and files instantly with powerful search
Group Team Channels
Dedicated spaces for departments, projects, and topics
Learn More: Visit https://support.microsoft.com/en-us/teams for comprehensive training resources, video tutorials, and tips to maximize your productivity with Microsoft Teams.