CSUQI: Can you give me a brief history and description of how you became the Quality Improvement Facilitator at your campus?

KS: I have recently taken on the role of Manager of Quality Initiatives and Training for the Administration and Finance Division. As a long-time Cal Poly employee, I have had the opportunity to work in various areas of the campus, including Institutional Planning and Analysis and the CMS Project Office. Becoming a QIF seems to be a good fit for me, as my experience in project management and training focused on improving business processes and gaining efficiency.

CSUQI: What has been the most notable QI achievement at your campus?

KS: The CMS Project has to be looked at as a major improvement to the way we do business. Cal Poly has been able to provide improved service to students, faculty and staff by utilizing more integrated processes and the web-based self-service functionality.

Another important quality initiative is EMT Connect, a web-based prospect data center and communication system, that continues to serve our students well. This system, which services over 100,000 prospective students per year, promotes two-way communication which as resulted in an annual savings of $250,000 in print and postage costs while increasing staff productivity.

CSUQI: Tell me about some of the QI initiatives at your campus.

KS: As part of an annual planning process, each unit within Administration and Finance is required to develop specific objectives, operating targets and key measures for the mission-critical activities for that area, focusing on continuous improvement in meeting the targets of success. We are developing those targets for the planning cycle 2006-2007 and 2007-2008 Fiscal Year.

One exciting example of an improvement initiative was RideSharing. We are very proud that the San Luis Obispo transit ridership has increased 38% and regional transit ridership is up by 20%.

CSUQI: What is on your wish list for the future of QI for the CSU system or at your campus?

KS: With my background in training, I’m developing a robust process training and professional development program for our division. The training will focus on process improvement and developing a “toolbox” of growth tools, such as communication, project management, and decision making.

CSUQI: What resources have you used to assist with your QI efforts?

KS: The QI website has been very helpful. It has tons of information and great links. I was asked to be on the QI Planning Committee and met some wonderful Quality Improvement Facilitators at the last meeting. They have a lot of experience and are quick to offer their help. I’m also relying on Vicki Stover from our campus to help point me in the right direction. She has been involved in QI on our campus for years and has a wealth of information.

CSUQI: What techniques have you used to gain buy-in for QI initiatives in your department?

KS: It’s important to make QI a part of what we do daily, not something extra. That’s why it’s so important that quality improvement is part of our annual planning exercise and that departments are recognized for their efforts.

CSUQI: What is your biggest challenge in leading the QI efforts at your campus? And how have you overcome the challenge?

KS: Again, it’s so important to make QI part of what we do and help departments so that it takes as little of their time as possible. Also finding ways to recognize and encourage people for their efforts. Since I’m so new at this, I’ll keep you posted on how I do overcoming some of the challenges.