Overview

Our partnership with ACAM has been a true success, transforming a challenging situation into a valuable opportunity for growth and improvement. By delivering cost-effective staffing solutions, streamlining processes, and implementing effective project management tools, AME has helped ACAM stabilise its operations and pave the way for future success.

Services

About the Client
The Australasian College of Aesthetic Medicine (ACAM) is a professional body dedicated to promoting excellence in aesthetic medicine through education, training, and advocacy. They support medical practitioners with continuing professional development (CPD) and accreditation, ensuring high standards in the field of aesthetic medicine.

Objectives / Goals

Establish Consistent Administrative Support: Ensure all administrative functions, particularly those related to membership, are effectively managed.
Complete Documentation: Finalise the administration documentation using clear, user-friendly formats.
Reduce Workload of Medical Education Officer: Offload administrative and event coordination tasks to enable the Medical Education Officer to focus on CPD accreditation.

Support the Board’s Strategic Goals: Provide administrative support to facilitate the Board’s strategic activities and long-term goals.

Challenge / Problem Statement

ACAM faced significant operational and financial challenges due to an unsuccessful attempt at CPD Home accreditation, resulting in substantial monetary losses from legal fees and compliance documentation costs. Additional challenges included:

Knowledge Loss: A key staff member, who held all organisational knowledge, left suddenly, leaving critical administrative functions unsupported.
Financial Constraints: After the failed accreditation and legal costs, ACAM had limited budgetary resources to invest in administrative support and process improvements.
Administrative Overload: The Medical Education Officer, responsible for CPD accreditation, was overwhelmed with administrative tasks and event coordination, detracting from their core responsibilities.

ACAM needed a cost-effective solution to stabilise their administrative operations, complete pending documentation, and support the Board’s strategic goals.

Approach / Solution

1. Cost-Effective Staffing Solution:

Hired a full-time Administration Manager from Fiji, reducing costs while providing high-quality administrative support. The team member, currently pursuing a Master’s degree, offers exceptional skills at a fraction of the cost of local Australian staff. With a 45-hour work week, this role provides additional capacity and flexibility.

2. Comprehensive Documentation Completion:

Finalised all pending administration documentation using visual tools such as Loom videos and screenshots. This approach improved clarity and accessibility, replacing the previous text-heavy and incomplete documentation.

3. Process Evaluation & Improvement:

Our senior operators worked closely with the ACAM team to understand and map current workflows. Based on this insight, we identified bottlenecks and inefficiencies, implementing targeted improvements to streamline operations.

4. Implementation of Monday.com for CRM and Project Management:

Set up Monday.com as a centralised CRM and project management tool. This included:

Automated checklists for new member onboarding, record-keeping, renewals, and tracking engagement with ACAM’s products.
Checklists for each business function, ensuring tasks are standardised and progress is easily tracked.
Enhanced visibility into staff workloads, enabling ACAM to make informed decisions about future staffing needs.

5. Bookkeeping Takeover:

Assumed responsibility for bookkeeping, previously outsourced at a high rate, thereby reducing costs and increasing financial oversight.

6. Ongoing Support & Training:

Provided comprehensive support to the new Administration Manager during the first three months to ensure a smooth transition.
Conducted weekly operations meetings to address any roadblocks, provide additional training, and optimise processes.

7. Board Support:

Continued support for Board strategy and initiatives, acting as a vital link between staff and Board members to ensure strategic goals are effectively communicated and implemented.

Execution / Process

Phase 1 (Weeks 1-2): Initial Staffing and CRM Setup

Recruited and onboarded the Administration Manager from Fiji.
Implemented Monday.com as the primary CRM, imported all existing data, and established automated workflows.

Phase 2 (Weeks 3-4): Documentation & Process Mapping

Finalised all pending documentation using visual aids like Loom videos and screenshots.
Mapped out and refined existing processes, focusing on eliminating bottlenecks and improving efficiency.

Phase 3 (Weeks 5-6): Bookkeeping Integration & Staff Training

Transitioned bookkeeping responsibilities to the new Administration Manager, reducing external costs.
Conducted training sessions for staff on using Monday.com and new processes, ensuring they were equipped to work effectively within the new system.

Phase 4 (Ongoing): Continuous Support & Optimisation

Staff Support & Transition Assistance: Provided ongoing training and support to staff as they adapted to new systems. A dedicated helpdesk was established for issue resolution and ongoing queries.
Enhancement Requests & Implementation: Responded to staff feedback with system enhancements and additional automations to streamline workflows further.
Continuous Improvement & Optimisation: Monitored system usage and team workflows, making proactive adjustments to optimise performance and efficiency.

Results / Impact

Improved Member Engagement: Member inquiries and communications are now responded to within one business day, significantly enhancing member satisfaction.
Streamlined Operations: Activities are planned well in advance, maximising event attendance and reducing last-minute stress on staff.
Reduced Board Workload: The volunteer Board has a reduced administrative burden, allowing them to focus on strategic initiatives.
Cost Savings: The cost-effective staffing solution and reduced bookkeeping expenses have helped ACAM manage their budget more effectively.

Enhanced Strategic Focus: With improved administrative support and streamlined processes, the Board and staff can now focus on strategic growth and member services.

Lessons Learned / Key Takeaways

Challenges Faced:

Financial Constraints: Working within a limited budget required creative solutions and resource optimisation to achieve desired outcomes without compromising quality.
Change Management: Transitioning to new systems and processes required careful management to ensure staff and board buy-in and minimise disruption.

Key Lessons Learned:

Investing in Training: Continuous training and support are crucial for successful adoption of new systems and workflows.
Value of Visual Documentation: Using visual tools like Loom and screenshots significantly improves the accessibility and usability of documentation.
Proactive Communication: Regular check-ins and open communication channels with the Board and staff are key to aligning operational efforts with strategic goals.

Client Testimonial

"AME’s expertise and proactive approach were instrumental in bringing EO Sydney back on track. Their solutions not only resolved our immediate challenges but also set us up for long-term success. We now have a solid foundation and a clear path forward, thanks to their exceptional support."
Gabi Caswell, ACAM President

Conclusion

The partnership with ACAM has been a success, turning a challenging situation into an opportunity for growth and improvement. By providing cost-effective staffing, optimising processes, and implementing effective project management tools, Journee Consulting has helped ACAM stabilise its operations and position itself for future success.

A Successful Partnership: How AME Helped ACAM Transform Challenges into Opportunities