Edit mode Click any text or block in the dashed area to edit it. Click Save when done.
NCC Health Team Hub
Team Dashboard
How we're tracking — sales, service and the things we move together as a team.
Loading the latest numbers…
Figures are drawn from our live business scorecard. Updated whenever you open this page.
Traction / EOS
Scorecard
Weekly and monthly numbers, by owner. Replaces Bloom Growth's Scorecard — currently running in parallel to verify the numbers match before Bloom is retired.
Loading the scorecard…
Company-wide and team metrics pulled from our live business data. During the parallel-run period, figures are sourced from Bloom Growth for verification — see the numbers below for what's tracked and by whom.
Traction / EOS
Rocks
Our quarterly priorities — the 3-7 big things each leader is committed to landing this quarter.
Loading Rocks…
Traction / EOS
Issues
Anything getting in the way — raise it here. Anyone can flag an issue; leadership discusses and resolves them.
Raise an Issue
Loading Issues…
Traction / EOS
Operational Rhythms
How we run this place, and how often. Replaces the "NCC Business Systems (Annual Events)" spreadsheet — browse by team or by cadence.
Loading Rhythms…
Traction / EOS
Understanding Our Operating System
What Traction/EOS is, why NCC runs this way, and what it means for you — in plain English.
What is Traction/EOS?
We used to run on Bloom Growth — a third-party tool that gave us structure for meetings, goals and scorecards, but locked our own data behind a paywall and didn't talk to any of our other systems. Traction/EOS is the same proven operating system — the meeting rhythms, the goal-setting discipline, the way we surface and solve problems — except now it's built into our own intranet, where we own the data and it plugs straight into the tools we already use every day.
The Six Key Components
Every part of the system maps to something concrete at NCC — it's not abstract theory.
Vision
Where we're headed and why. At NCC, that's the FY27 Business Plan — see the Targets page.
People
The right people in the right seats. Our leadership seats are Matt, Laura, Kelly, Bhavesh and Letitia — see Team Structure.
Data
A handful of numbers that tell you the truth every week. That's our Scorecard — see /scorecard.
Issues
Getting problems out in the open and solved, not left to fester. That's our Issues list — see /issues.
Process
The way we do things, documented once and followed consistently. That's our SOPs and QMS.
Traction
Turning vision into weekly discipline. That's our Rocks and our meeting rhythm — see /rocks and /rhythms.
Meeting Pulse Cheat-Sheet
How our actual meetings (from the Rhythms page) map to standard EOS terms.
| Our Meeting | EOS Equivalent | What Happens | Who Owns It |
|---|---|---|---|
| Daily Huddles | L10 Daily | Quick daily sync — what's on today, any blockers | Team Leaders |
| Team Weekly Meetings | L10 Weekly | Scorecard review, Rock check-in, IDS on open issues | Team Leaders |
| Management Meetings | L10 Weekly (Leadership) | Leadership scorecard, Rocks, IDS on cross-team issues | Pharmacy Manager |
| Key Person Meeting | 1:1 / Coaching | Manager and direct report — performance, obstacles, growth | Manager |
| Whole Business Quarterly Review | Quarterly Pulsing | Rock wrap-up, new Rocks set, business health check | Matt |
| Annual Leadership Planner | Annual Planning | Vision refresh, BHAG check, next year's targets | Matt |
Glossary
The handful of terms you'll hear thrown around — what they mean, and what they look like at NCC.
Loading glossary…
What Does This Mean for Me?
This section is a placeholder. Per the build spec, the role-by-role "what this means for me" content (team member, team leader, manager, leadership team) needs Matt's own voice and direct sign-off before it goes live — it's a content review gate, not just a code review gate. Once Matt provides this content (or works through it in a short session), it'll replace this placeholder and the page ships in full.
NCC Answers
Search NCC Knowledge
Ask a question in plain English — this searches how our support team has answered similar questions before. It's a search tool, not a chatbot: it links you back to the real ticket. For anything clinical, always confirm with a pharmacist.
Type a question above and hit Search.
Phase 1 covers past Zendesk support tickets only. RxOne pricing, NCC Portal and SOP/policy documents are planned for later phases.
NCC Systems
All our systems, in one place
Every NCC platform and tool the team uses day to day. Sign in to each with your NCC Microsoft or QMS account.
Core Platforms
QMS Platform
Quality Management System — SOPs, controlled documents, training records and quality workflows.
Open →
NCC Ordering Portal
The patient and affiliate ordering portal — order receipt, status, QA orders and dispatch.
Open →
RxOne Export
Turns pending portal orders into RxOne dispense imports, with prescriber and product matching.
Open →
Quality & Clinical Tools
COA Registry
Supplier Certificate of Analysis registry — search, batch-link and SDS/MSDS records.
Open →
CMI Writer
Drafts patient Consumer Medicine Information sheets and APF compounding risk assessments.
Open →
Call Auditor
Reviews and scores sales and service calls for coaching and quality.
Open →
Culture & DISC Profiler
NCC culture-fit and DISC assessment, mapped to our mission, values and role outcome profiles.
Open →
Sales & Customer
Quote Tool
Fast compounding price quotes for patients and clinics.
Open →
Build Your Supplement
Custom supplement builder for patients and practitioners.
Open →
NCC Website
Our public website — products, patient and pharmacist information.
Open →
Can't get into one of these? Most NCC systems use your QMS / Microsoft sign-in. If something won't let you in, contact your manager or NCC Tech.
NCC Systems
Team Member Resources
Everything team members need — coming soon.
This page is being built. Check back soon, or ask your manager if you need something here now.
NCC Systems
Pharmacist Resources
Clinical and role-specific resources for pharmacists — coming soon.
This page is being built. Check back soon, or ask your manager if you need something here now.
NCC Systems
HR Resources
Getting set up in Employment Hero — our HR, payroll and benefits platform — and what you'll find once you're in.
Getting Started with Employment Hero
Employment Hero (EH) is NCC's all-in-one platform for HR, payroll, benefits and workforce management. It's where you'll find your pay slips, submit leave requests, sign policies and forms, access your certifications, and see company announcements and perks.
- Look out for an invite email from Employment Hero (check your NCC inbox, and spam/junk if it doesn't show up within a day of starting). It'll contain a link to set your password and activate your account.
- Set your password and log in for the first time. Use the same email your invite was sent to.
- Complete your profile — check your personal details, emergency contact and bank details are correct under the People section.
- Review your induction content — new starters are assigned a short welcome introduction, a business/team overview, and required fair work and employment information statements. These live under your dashboard's induction/onboarding checklist.
- Sign your policies — you'll be asked to review and acknowledge NCC's company policies (WHS, leave, code of conduct, and others) directly in EH.
- Bookmark the login so you can get to pay slips, leave requests and forms whenever you need them.
What You'll Find Inside
A tour of each module, with what NCC actually has configured inside it.
Also In There
Reports
A reporting suite by category (People, Compensation, Compliance, Time and more), with pre-built reports like Headcount and Certifications, plus custom reports you can pin to your dashboard.
Workflows (HeroFlow)
Close to 90 pre-built automation templates across onboarding, offboarding, leave approvals and more — the biggest categories are Onboarding (~35 templates) and Leave (~19 templates).
Billing
Subscriptions and invoices for NCC's Employment Hero account.
Trouble getting set up? Contact your manager or NCC Tech if your invite email never arrived, or you're locked out.
Quality
Quality Documents
NCC's controlled quality documents. The QMS platform holds the full, live document library; the key reference documents are linked here for the team.
Current Documents
NCC Quality Assurance Plan
QSPP Compounding — Affiliate Compliance Pack
The Full Library
QMS Platform — Controlled Documents
These linked documents are point-in-time copies for easy team access. The QMS platform is always the source of truth for controlled, approved versions.
NCC Systems · Core Platform
QMS Platform
Quality Management System — SOPs, controlled documents, training records and quality workflows.
About QMS Platform
Quality Management System — SOPs, controlled documents, training records and quality workflows.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Core Platform
NCC Ordering Portal
The patient and affiliate ordering portal — order receipt, status, QA orders and dispatch.
About NCC Ordering Portal
The patient and affiliate ordering portal — order receipt, status, QA orders and dispatch.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Core Platform
RxOne Export
Turns pending portal orders into RxOne dispense imports, with prescriber and product matching.
About RxOne Export
Turns pending portal orders into RxOne dispense imports, with prescriber and product matching.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Quality & Clinical
COA Registry
Supplier Certificate of Analysis registry — search, batch-link and SDS/MSDS records.
About COA Registry
Supplier Certificate of Analysis registry — search, batch-link and SDS/MSDS records.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Quality & Clinical
CMI Writer
Drafts patient Consumer Medicine Information sheets and APF compounding risk assessments.
About CMI Writer
Drafts patient Consumer Medicine Information sheets and APF compounding risk assessments.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Quality & Clinical
Call Auditor
Reviews and scores sales and service calls for coaching and quality.
About Call Auditor
Reviews and scores sales and service calls for coaching and quality.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Quality & Clinical
Culture & DISC Profiler
NCC culture-fit and DISC assessment, mapped to our mission, values and role outcome profiles.
About Culture & DISC Profiler
NCC culture-fit and DISC assessment, mapped to our mission, values and role outcome profiles.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Sales & Customer
Quote Tool
Fast compounding price quotes for patients and clinics.
About Quote Tool
Fast compounding price quotes for patients and clinics.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Sales & Customer
Build Your Supplement
Custom supplement builder for patients and practitioners.
About Build Your Supplement
Custom supplement builder for patients and practitioners.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
NCC Systems · Sales & Customer
NCC Website
Our public website — products, patient and pharmacist information.
About NCC Website
Our public website — products, patient and pharmacist information.
Sign in with your NCC Microsoft or QMS account. Trouble getting in? Contact your manager or NCC Tech.
Team Pages
NCC Sharepoint
The live NCC Team SharePoint document library.
Open the NCC Team document library directly in SharePoint.
Open in SharePoint → Team Pages
NCC Onenote
The live NCC Team OneNote notebook.
Open the NCC Team Notebook directly in OneNote.
Open in OneNote → Directory
Useful Sites
The full list of sites NCC team members may need to visit, day to day.
Loading sites…
NCC HEALTH TEAM HUB
Welcome to the Team
Everything you need to deliver exceptional pharmaceutical care, all in one place.
Select a page from the sidebar to explore.
Welcome
Welcome to NCC Health
Everything you need to know to get started with Australia's leading specialist compounding pharmacy.
Who We Are
National Custom Compounding has been independently owned and operated for over 10 years. We're a specialist compounding pharmacy that makes personalised medicines and ships them to patients across Australia.
We operate two complementary businesses from our Merrimac, Gold Coast facility:
- National Custom Compounding — Australia's leading specialist compounding pharmacy, serving 50,000+ patients with bespoke medicines.
- Merrimac Pharmacy — Our local community Amcal+ pharmacy at Shop 6, 166 Gooding Drive.
One size does not fit everyone. We customise every solution to match individual patient needs.
Meet Your Owner: Matt
Matt isn't just the owner — he's a pharmacist, a dad, a coach, and a dreamer who believes healthcare should be personal, innovative, and community-focused.
Family First
Proud dad to four kids, married to Venessa. Family and community are our why.
Healthcare Expert
Adelaide-trained pharmacist with years of retail and compounding expertise. Quality care is non-negotiable.
Active & Passionate
AFL coach, triathlon enthusiast, tech geek. Always learning, always moving, always innovating.
How It All Began
2010
The adventure started
Matt launched his first junior partnership at Gooding Drive with Chempro — 7 passionate people (2 pharmacists, 1 technician, 4 team members), one clear mission: exceptional patient care.
2010–15
Growing with purpose
Opened five additional pharmacies across the Gold Coast (Ashmore City, Parkwood, GCUH and beyond). Grew to a team of 100 with hands-on leadership at every store.
2016–18
Evolution years
Concluded the Chempro partnership for a focused, family-led strategy. Matt and his dad purchased 100% of Gooding Drive, separated Merrimac Pharmacy & NCC, and by 2018 Matt held full ownership.
2020–25
The innovation era
Built a 350m² compounding facility and a PIC/S-certified sterile lab. 850+ affiliate partners, 35+ team members across Australia, Fiji & India, and Letitia stepping up as Pharmacy Partner & Manager at Merrimac.
Where We're Headed — The BHAG
By 2032, NCC Health becomes a diversified advanced-healthcare enterprise — 10x our 2023 size, across seven divisions.
1 · NCC Health
Parent company overseeing all divisions
Parent company overseeing all divisions
2 · Merrimac Pharmacy
Leading Gold Coast pharmacy + telehealth & RACF
Leading Gold Coast pharmacy + telehealth & RACF
3 · NCC Manufacturing
TGA-approved cGMP manufacturer
TGA-approved cGMP manufacturer
4 · NCC Compounding
Australia's leading B2C & B2B compounding
Australia's leading B2C & B2B compounding
5 · NCC Sterile
Sterile medicines for patients, clinics, hospitals
Sterile medicines for patients, clinics, hospitals
6 · NCC Technology
SAAS platform for compounding pharmacies
SAAS platform for compounding pharmacies
7 · NCC Analytical
NATA-accredited analytical laboratory
NATA-accredited analytical laboratory
Let's Connect
Matt's door is always open — questions, ideas, or just to chat. Open communication and genuine connections are what we're all about.
matt@customcompounding.com.au · 0416 125 136
Our Organisation
Team Structure
Merrimac Pharmacy & NCC Health — how our teams work together.
Our business operates through a carefully structured model designed to deliver excellence across every touchpoint of pharmaceutical care and retail service. Six teams across three countries work together — each with clear accountabilities and shared ownership of our success.
MP
Merrimac Pharmacy Team
Our front-line retail pharmacy and primary point of contact for community healthcare. Dispensing, OTC consultations, health screenings and wellness advice — balancing efficiency with empathy.
O
NCC Office Team
The operational backbone — prescription intake, coordination, quality documentation and compliance. The communication link that keeps prescribers, patients, lab and pharmacists in sync.
L
NCC Lab Team
Precision compounding excellence. Transforms raw ingredients into precisely formulated medicines under strict quality control — from HRT to paediatric and veterinary compounds. Sterile and non-sterile.
P
NCC Pharmacist & Sterile Teams
Clinical expertise, patient consultation and quality assurance. Our pharmacists hold the line on safe release (CS1/CS2/CS3 checks) and lead our high-value sterile compounding.
NCC Fiji Team
Customer Service, Outbound Sales & Debtor Management. Our Pacific team delivers the same exacting standards as Australia, keeping customers happy and orders flowing.
NCC India Team
Technical Projects, NCC Portal management and E-commerce. Builds and runs the technology that powers the whole operation — the platform behind our growth.
For our business to succeed, individual accountabilities and clearly defined outcome profiles are critical. Your ownership makes our collective success possible. Department-specific accountability profiles are shared through separate team videos.
Starting Out
New Team Member Info
Your complete guide to starting at NCC Health — first day essentials, digital tools, and what to expect.
Your First Day Essentials
Employment Contract
Official contract and outcome profile
Official contract and outcome profile
Work Email
Your NCC Health email address
Your NCC Health email address
System Access
Website logins for your role
Website logins for your role
RXONE Login
Pharmacy management software
Pharmacy management software
Uniform
Professional attire provided
Professional attire provided
Name Badge
Official team identification
Official team identification
Your Probation Journey
6
Week Check-In
Early feedback and adjustment period. Discuss initial experiences and ensure you're settling in well.
3
Month Review
Mid-probation review to assess progress. Review development and provide guidance on focus areas.
6
Month Assessment
Final probation assessment. Official notification of probation outcome.
Who We Are
NCC Culture Deck
Our values, mission, and the behaviours that define how we work together.
Chipping In & Taking Action
We value action over perfection. Step up, contribute ideas, and don't wait for perfect plans. Have a go and learn from both successes and setbacks.
Culture Is Everything
Culture is our operating system. It shapes how we treat patients, collaborate with colleagues, and make decisions under pressure. Non-negotiable.
Building Something Special
NCC isn't just another pharmacy. We're on a mission to transform healthcare. This requires exceptional people bringing their A-game every day.
Patient-First Healthcare
One size does not fit all. Every patient is unique. We design care plans tailored to each individual's specific needs and aspirations.
Great Team Players
Built on trust, mutual respect, and shared purpose. Where healthy debate is encouraged, but everyone rallies behind decisions once made.
Outcome Profiles
Modern job descriptions focused on results, not rigid tasks. We empower you to find your own best way to achieve outcomes.
Strategic Vision
10 Year Plan
From $3.5M in 2023 to $50M+ by 2032. Our BHAG and the path to get there.
$50M+Target by 2032
7Business Divisions
400Vials/Day Sterile
Our Journey
2023
FY 2023 — Foundation $3.5M Annual Sales • 735 Affiliate Businesses • 195 Daily Compounds • 78 Lab Items/Day
2026
3-Year Plan — Expansion $6.5M Target • 350 Compounds/Day • 1,500 Affiliates • TGA Compounding License • QMS Fully Operational
2032
BHAG — 7 Divisions NCC Health • Merrimac Pharmacy • NCC Manufacturing (GMP) • NCC Compounding • NCC Sterile • NCC Technology (SAAS) • NCC Analytical (NATA)
Targets & Goals
Company Targets
Our annual targets across sales, production, and team efficiency — year by year. Browse the current plan or look back at how our goals have evolved.
2024 Targets — Archived
The 2024 goals and results aren't loaded here yet. Once we add them, this is where the team will be able to look back at what we set out to achieve and how the year landed. Ask Matt or your manager if you need the 2024 figures in the meantime.
2025 Targets — Archived
The 2025 goals and results aren't loaded here yet. This space is reserved so we can keep a full history of our targets year-on-year. Want the 2025 numbers added? Let Matt know and we'll populate this tab.
Annual Revenue Goals
Our 2026 fiscal year targets represent a strategic leap forward, building on momentum from previous years. With a yearly target of $5M in NCC sales and $4.02M in gross sales, we're positioning for sustainable growth while maintaining operational efficiency.
$5M
NCC Sales Target
Annual revenue goal for 2026 FY
$4.02M
Gross Sales
Target gross sales for the year
$1.61M
Team Wages
Annual wage budget allocation
100K
Total Products
Products to be processed annually
Daily Targets
- $19,900 in NCC sales
- $16,000 in gross sales
- 400 products processed
- 221 orders fulfilled
- 100 lab products
- 300 fast movers
Monthly & Quarterly Goals
Monthly
$417,000 in sales · 8,333 products across all categories.
Quarterly
$1,250,000 NCC sales · $1,005,000 gross · 25,000 total products.
Team wages must remain below 40% of gross sales to maintain profitability and operational efficiency.
Three-Tier Incentive Structure
Our performance-based incentive program rewards teams for hitting wage-efficiency targets. As wages fall as a percentage of gross sales, team bonuses rise significantly — aligning profitability with your reward.
Target 1
39.99% wages
$5M annually · $19,900 daily
7% bonus of annual earnings (~$100K total)
Target 2 · The Goal
37.5% wages
$5.35M annually · $21,314 daily
9.5% bonus of annual earnings (~$150K total)
Target 3 · Stretch
35% wages
$5.75M annually · $22,800 daily
12% bonus of annual earnings (~$200K total)
Performance Comparison: 2024–2026
Our growth trajectory shows real progress. From FY2024 to FY2025 we lifted daily products from 281 to 357. Our 2026 target pushes us to 400 products per day — a 12% increase over last year.
2024 FY
281
products / day
2025 FY
357
products / day
2026 Target
400
products / day
How the Numbers Add Up
Average product value is $50 per product with 1.8 products per order. Roster expenses total $1.605M annually ($61,730 per fortnight including super). Hitting the goal means 221 orders and 400 products every day, across 251 trading days.
FY27 Plan · Upcoming
Our FY27 Plan
The plan to grow to $6.66M — margin is already where it needs to be, the focus is volume. Open the briefings below.
How We Work
Goals & KPIs
EOS framework, outcome profiles, and the three pillars of our success.
Our Three Pillars
1. EOS Operating System
Entrepreneurial Operating System provides structure, clarity, and consistent performance.
2. Aligned Teams
Outcome profiles, activity timings, KPIs, and digital tools for seamless collaboration.
3. Strong Relationships
B2C and B2B partnerships with patients, pharmacies, doctors, clinics, and nursing homes.
What Each Team Measures
Both businesses track the same financial health metrics — Total Sales, Gross Sales, Operating Expenses and Wage Costs (as a % of revenue) — plus their own operational KPIs.
NCC (Compounding)
- Customer Service: Zendesk tickets resolved, % missed phone calls, website traffic & inquiries
- Dispensing: formulas dispensed, prescriptions processed
- Laboratory: products manufactured, fast-movers processed
- Pharmacists: CS1/CS2/CS3 quality checks, error rates minimised
Merrimac Pharmacy (Retail)
- Retail: loyalty signups, products per transaction, average $ per customer
- Dispensing: total prescriptions dispensed, packs prepared for regulars
- Pharmacists: vaccines administered
- Financial: sales, gross, expenses, wage %
Note on timings: activity timing allowances are set for team members with 6+ months in their role. New team members should focus on learning thoroughly rather than speed — detail for your role is in your department training videos.
How We Communicate
Microsoft Teams is our communication platform — chat, meetings, and file sharing in one place. Visit support.microsoft.com/teams for tutorials and tips to get the most out of it.
Outcome Profiles vs Job Descriptions
❌ Traditional Job Description
Specifies exact tasks and methods. Focuses on how work should be done. Little flexibility, quickly outdated.
✅ Outcome Profile
Defines desired results and outcomes. Gives flexibility in how you achieve them. Encourages innovation and ownership.
Daily Department Targets
491
Incoming Inquiries
(CS activities)
(CS activities)
400
Processing
(products)
(products)
100
Lab Production
(items)
(items)
100
Quality Assurance
(items)
(items)
221
Fulfillment
(orders)
(orders)
Compounding stations: 300 items CS1 (fast movers) · 100 items CS2 (QC from lab) · 100 items CS3 (compounded).
Order Activity Timings
| Phone calls | 4 min / order |
| Email / Zendesk | 3 min / order |
| Portal confirmation | 1 min / order |
| Dispensing | 3 min / order |
| Formulation | 3 min / order |
| Postage | 2 min / order |
QA / QC Station Times
| Station 1 — QA/QC, fast movers | 3 min / formula |
| Station 2 — QC from lab | 3 min / formula |
| Station 3 — QA into lab | 5 min / formula |
Shift bookends
Setup: 15 min (start of shift) · Cleaning: 15 min (end of shift).
Lab Tally System
How lab production is measured. A "tally" is our standard unit of compounding work.
Capsules
- 100-cap machine: 100 capsules / tally
- 300-cap machine: 300 capsules / tally
- Up to 3 ingredients: 1 tally
- 4 ingredients: 1.5 tallies
Creams & Compounds
- Standard: 1 tally
- With crushing/sieving: +1 tally
- Anaesthetic creams: +1 tally for tubing
- Milling: +10 minutes per compound
Suppositories
- 30 suppositories: 2 tallies
- 300 suppositories: 15 hours (45 tallies)
Leadership · Confidential
FY27 Manager Briefing
From business targets to your team's numbers. Each leader owns specific KPIs — here's the plan and what's needed from you to hit $6.66M.
The headline — and it's good news
Our margin is already where it needs to be (80% GP). The one thing between us and target is volume — and the gap is +10%, not a mountain. Volume is a team sport. This is how each team contributes.
The FY27 Target
Wages are fixed at $1.999M. The only way wages-to-GP improves is by growing GP into that cost.
| Ceiling | $6.25M · 40% |
| Target (the goal) | $6.66M · 37.5% |
| Stretch (FY28) | $7.14M · 35% |
Where We Are Now
Last 13 weeks, annualised — our true run-rate today.
| Annualised sales | $5.66M |
| GP margin | 79.9% (on target) |
| Wages-to-GP | 44.2% |
| Avg weekly sales | $108.9k |
Your Numbers at a Glance
Four leaders, four scorecards. Hit these four and the business hits $6.66M.
Neomai · Fiji TL
CSAT · Portal growth · Fiji/hr
The one ask: fix phone CX + grow the pipeline
Kelly · Chief Pharmacist
Sterile · Pharmacist/hr · TAT
The one ask: grow the high-value sterile lane
Liz · Lab Manager
Lab Production · Items/hr · Roster
The one ask: lift the growth ceiling (462→500+)
Laura · Ops Manager
Weekly floor · TAT · Capacity flow
The one ask: own weekly consistency
Neomai — Fiji Team Lead
Customer Service & Portal Growth
What's needed from you:- Lift Aircall CSAT back above 85 — our weakest customer signal right now.
- Drive portal affiliate + order growth — every new affiliate is recurring volume.
- Hold per-hour activity at target — productivity, not added local headcount.
Kelly — Chief Pharmacist
Clinical, Sterile & Quality
What's needed from you:- Grow sterile output — 5–10x value multiplier vs non-sterile. Fastest path to GP growth.
- Pull turnaround under 3 days — pharmacist checking is a key TAT gate.
- Hold quality as volume rises — our 80% margin and reputation depend on it.
Liz — Lab Manager
Production Capacity — the growth ceiling
What's needed from you:- Lift weekly production 462 → 500+ — the #1 operational unlock; every team's growth is capped here.
- Grow output per rostered hour — productivity + Fiji + automation, roster ≤233.
- Smooth the flow to fix turnaround — steadier daily output protects reorders.
Laura — Operations Manager
The glue across all of it
What's needed from you:- Own weekly consistency — turning soft weeks into $110k+ weeks gets us most of the way.
- Coordinate the constraint — keep sales, dispensing and CS pulling toward the same throughput.
- Be the early-warning system — flag capacity, TAT and team-health risks early.
The Bottom Line
FY27 target: $6.66M sales · 80% GP · wages under 37.5% of GP. We're at $5.66M and 80% margin today. The margin is already done — now it's a +10% volume lift, and it comes from these scorecards. Each of you owns a number. Hit your number every week, and the business hits its target.
For Everyone at NCC
FY27 Team Plan
Where we are, where we're going, and how every team helps us get there. This is the plan — and you're a big part of it.
The good news first
We're already running our business really well — our profit margin is right where it needs to be. The one thing left to grow is how much we sell, and we only need to lift it about 10%. That's completely within reach — and it happens when every team does its part.
$5.66M
where we are now
$6.66M
our FY27 goal
+10%
the gap to close
$110k
our weekly sales floor
What It Means for Your Team
Every team has a part to play. Here's how your work moves us toward the goal.
Customer Service & Fiji
Great service brings customers back. Every happy call and quick reply means repeat orders — and every new affiliate pharmacy you sign up is sales that come back week after week.
Lab Team
We can only sell what we can make. Lifting daily production from 462 toward 500+ is the single biggest thing that lets the whole business grow. Steady, quality output is everything.
Pharmacists & Sterile
Quality checks keep our reputation strong and orders moving. Our sterile products are our highest-value work — growing them safely is a fast path to the goal.
Office & Dispensing
Smooth order flow means faster turnaround and happier customers. Keeping every order moving — no bottlenecks — helps us hit $110k+ every single week, not just the good weeks.
How We All Win Together
Consistency beats big weeks
Turning our quieter weeks into $110k+ weeks matters more than the occasional record week.
Grow without adding cost
We grow through smarter ways of working, our Fiji team, and automation — not by piling on more hours.
Look after each other
Growth should never come at the team's expense. A happy, healthy team is how we keep it sustainable.
We're closer than it looks
A 10% lift gets us to our goal — and bonuses grow as we get there (see the 2026 Targets page). Every order processed, every call answered, every formula made gets us one step closer. Thank you for everything you do. Let's go get it.