Building a Continuous Improvement Culture (During a Pandemic)

Tuesday, September 13, 2022
Webinar at 2 p.m. ET

How can your institution address your business process needs while minimizing disruption, enhancing the customer experience, and establishing a culture of continuous improvement? In this webinar, speakers from AASCU member California State University San Marcos (CSUSM) and partner Transforming Solutions Inc. (TSI) will share their keys to obtaining executive buy-in, even in a budget crisis during a global pandemic, and discuss how they worked together to strategically build on-campus consulting capabilities to transform CSUSM. 

CSUSM leveraged TSI’s “I DO, WE DO, YOU DO” Business Process Improvement methodology to train, consult with, and coach 35 participants in the practice of business process improvement. This included current state mapping, current state analysis, future state mapping, organizational context, and the development of the recommended action plan. Over five months of training and actual consulting, 13 action plans for improvement were successfully delivered to 11 different departments across the CSUSM campus. The result is improved efficiency, reduced costs, optimized resources, substantially increased equity and access (via the DEI analysis lens), and an improved customer experience.

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Brittani Brown
Associate Vice President of Administration
California State University San Marcos

Brittani began with the California State University San Marcos (CSUSM) in 2014 as an administrative leader in the procurement and contracts department, followed by three years in facilities development and management. Brown oversees the Vice President’s Office, CSUSM Staff Center, campus policies and procedures, campus delegations, compliance with the California Public Records Act and Clery Act, the Travel Office, the Office of Internal Audit, and the Office of Safety, Health, and Sustainability.


Dan Feely
Founder, Managing Director
Transforming Solutions Inc.

Dan has led well over 150 business and information technology (IT) transformation projects to realize significant gains by understanding an organization’s current and future business models and then improving its business processes, organizational structure, and use of technology. Feely has led Transforming Solutions Inc. (TSI)'s projects for significant transformation and constituent experience/process improvement at the University of Chicago (IL), Yale University (CT), University of Illinois, New York University, University of Florida, Georgia Institute of Technology, Illinois State University, University of Memphis (TN), University of North Texas, California State University System, California Polytechnic State University, San Luis Obispo, and others.


Kyle Glick
Senior Consultant
Transforming Solutions Inc.

Kyle Glick is a business analyst and senior consultant working for Transforming Solutions Inc. (TSI). Kyle has experience in higher education and, prior to joining TSI, years of experience in distribution, particularly in the food and beverage industry. Whether serving as a purchasing agent, a quality control manager, or an IT support specialist, his focus has always been on constant improvement through incremental success and precision planning. Glick leverages his diverse background to contribute to TSI projects across services, including project management, business process improvement, requirements development, software vendor evaluation, strategic planning, organizational change management, and technology assessment projects in a variety of industries.


Shannon Honour Shaw
Process and Operations Manager, Finance and Administrative Services
California State University San Marcos

Shannon Honour Shaw serves as the process and operations manager in the Office of the Vice President for Finance and Administrative Services at California State University San Marcos (CSUSM). She has held several operational and organizational roles on campus, including leading the functions of travel, budget, and division administrative operations. In her current role, she focuses on organizational development and managing the campus’s new Business Process Improvement training program. Shaw is a proud alum of CSUSM, holding a bachelor’s degree in human development and social science. She also holds a master’s degree in organizational leadership from California Baptist University and a second master’s degree in education from San Diego State University (CA).


Who Should Attend

• AASCU members who lead or contribute to any type of process or organizational assessment and improvement, including:

  • Provosts/Chief Academic Officers
  • Vice Provosts
  • Deans and Assistant Deans
  • Vice Presidents of Administration/Chief Financial Officers
  • Human Resource and Organizational Development Leaders
  • Budget and Financial Managers