Improving the way we work

Viewpoint

Cindy Taylor is the newly appointed Associate Director, Quality Initiatives, and is responsible for quality improvement and planning within Finance and Administration. She has extensive private sector experience in the field of quality improvement and is certified as an Excellence Professional (National Quality Institute) and Quality Manager (American Society for Quality). “I am very excited to be working with managers and staff at Carleton to find ways to improve our services, especially our services to students,” she says.

One of Taylor’s major responsibilities is the management of benchmarking projects. Benchmarking involves working with teams of managers, staff and clients to conduct focus groups, collect data, identify best practices and develop recommendations for change.

Many improvements to service delivery result from taking greater advantage of information technology. For example, the residence application process recently moved from a paper-based to an online process. The amount of administrative work for housing staff has been reduced and students now get a faster response to their applications. Project support is no longer limited to Finance and Administration, and Taylor encourages anyone who has identified a service that could be improved to contact her. As she points out, “One of the advantages of benchmarking is that the people who work on the processes are closely involved in recommending change.”

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