Operational Excellence: Streamlining for a Sustainable Future at Portland State
As part of Portland State University's Bridge to the Future initiative, the Operational Excellence plan is dedicated to improving our administrative structures in ways that not only address financial sustainability but also prioritize the support and service we provide to our faculty, staff, students and community. The three operational areas chosen for this plan are Finance, Human Resources, and Marketing and Communications. Recommendations from the 2022 Huron Support Services and Operational Review were considered as part of this process.
Objectives of Operational Excellence
The Operational Excellence plan is focused on delivering measurable improvements in PSU's administrative functions while keeping student support at the forefront. Key objectives include:
- Aligning Administrative Structures: Streamline PSU’s administrative services to align with current needs, creating a more efficient system that reduces redundancy and enhances service delivery for students and staff.
- Reducing Duplication: Centralize and reorganize administrative functions to eliminate overlapping efforts, resulting in improved operational efficiency and allowing for more focused support for student needs.
- Achieving Excellence and Compliance: Centralized administrative services will ensure consistency and stronger compliance in key areas like Human Resources, Finance, and Marketing and Communications.
- Career Pathways for Administrative Staff: Provide specialized training to support career development for administrative employees, increasing employee retention by offering satisfying professional growth pathways.
Steps to Achieve Operational Excellence
PSU is taking a comprehensive approach to redesigning its administrative functions. The following steps are guiding the process:
- Consultant Selection and Design Planning [COMPLETE]
A consultant and project manager will be hired to help develop a detailed design for streamlined administrative services. This will focus on optimal workflows and accessibility, incorporating best practices to enhance service delivery for students and staff. - Process Improvement
Detailed process mapping will be conducted for Human Resources, Finance, and Marketing and Communications, with proposals for improvements that include technology integration and workflow enhancements. Performance metrics will also be developed to assess the success of these changes. - Implementation
A temporary project manager will oversee the full implementation, which will continue through Fiscal Year 2026 as employees are trained to operate within the new structure. The implementation timeline must allow for staffing adjustments and transitions, focusing on retaining current employees and minimizing new hires while aligning with collective bargaining agreements. - Communication and Change Management
PSU leadership will maintain clear communication with campus stakeholders throughout the transition. Regular updates will be provided to track progress and ensure that changes support both administrative efficiency and student needs.
Governance and Decision-Making Process
The Operational Excellence plan will be overseen by an Operational Excellence Team, which will include key campus leaders who will make recommendations to the President. This team will include:
- Vice President for Finance and Administration
- Vice Provost for Academic Budgeting and Planning
- Associate Vice President for Human Resources
- Associate Vice President for Communications and Marketing
- Vice President for Public Affairs and Chief of Staff
- Director of Fiscal Operations and Services
- Chief Information Officer
Operational Excellence Project Charter
Additionally, three Work Area Teams were established for Finance, Human Resources, and Marketing and Communications to provide recommendations on the new structures.
Financial Impact and Staffing Adjustments
The financial impact and staffing adjustments needed for the successful implementation of our Operational Excellence plan is currently being evaluated.
Areas of Focus: Finance, Human Resources, Marketing and Communications
During 2025, work area teams for Finance, Human Resources, and Marketing and Communications (MarComm) identified and prioritized processes to be mapped and streamlined. Each team was composed of PSU employees and led by a subject matter expert.
Select a work area below to view summaries of their processes, findings and recommendations, as well as current progress updates: