Leaner, Clearer, Stronger: Optimizing Processes and Services Across Campus

I’m excited to share my recently published book chapter from Metrics, Mapping, and Modelling for Masterful Management in Higher Education (Emerald Press, 2025) entitled Increase the Efficiency and Effectiveness of All Processes and Services, Through Streamlining, and by Clearly Communicating Their Nature, Providers, and Consumers.

Chapter 15 focuses on making institutional work run smarter: increasing the efficiency and effectiveness of processes and services by streamlining them and clearly communicating what they are, who provides them, and who depends on them. Readers learn how to create basic process flow diagrams, optimize processes using lean/CQI thinking, classify and integrate both processes and services into an institutional model, and implement practical change-management tracking for continuous improvement. The chapter recognizes that while many processes are simple and don’t merit documentation, others are complex, cross multiple organizational units, and often evolve over time—making them prime candidates for clearer mapping, ownership, and refinement. It also emphasizes that institutions can’t improve (or even reliably deliver) what they haven’t fully defined: services should be thoroughly documented, linked to providers and consumers, assigned to accountable roles, evaluated for quality, and compared to a service inventory to reveal gaps—along with clarifying how services are triggered and the different kinds of service providers involved.

Many of the book’s chapters have a companion video which can be viewed for free on the Higher Education Leadership Learning Online Community web site. Visit the site to see the complete and evolving list.

If you’re involved in higher-ed leadership, strategy, assessment, or institutional research, I’d love for you to take a look at the chapter and add your comments below. If you would like assistance implementing any of the ideas addressed, please compete a consultation request form – the first hour is free for any institution.