Process Improvement

We recognize that processes are varied and that the methods used to improve them need to be appropriate to the type and scale of the process, as well as the issues needing to be addressed. We promote and practice structured approaches to process improvement, employing methodologies that include the process owner (whether on the academic side or the administrative side) and other key stakeholders throughout.

Whether you need to create a new process or redesign an existing one, we can help. We have experience and expertise with:

  • Creating new, unique processes and optimizing them for early success.
  • Redesigning large, complex processes that may have wide interactions across many campus units.
  • Redesigning smaller processes, including those contained within a single unit.

Project management and change management are important aspects of any process improvement project. We offer expertise in both these areas and can leverage that expertise to meet the needs of the project. We can also provide facilitation services, which allow you to focus attention on content and ensure that everyone is able to be a full participant in planning and decision-making.

The first steps in any process improvement project are defining the problem and understanding the project’s scope, challenges, and constraints (including time or resource constraints). These factors can all impact the composition of the project team needed and the choice of methodology.

As part of any process improvement project, we help:

  1. Define the problem (which may involve obtaining customer or stakeholder feedback).
  2. Clarify the project’s scope, challenges, and constraints.
  3. Recommend team composition.
  4. Determine an appropriate methodology.
  5. Ensure leadership commitment to the project.
  6. Establish a project plan/timeline (including whether the project needs to be conducted in phases).
  7. Define the project deliverables.
  8. Manage the project timeline to ensure delivery of results.
  9. Develop a communications plan to aid change management efforts.
  10. Develop and execute an implementation plan.
  11. Design a process control plan to help you sustain the improvements or identify further improvement opportunities.


Unless otherwise stated on the Statement of Work, estimated costs are based on an hourly consulting rate of $125, with the following additional conditions:

  • An additional 50% surcharge may be applied for all client-requested consulting hours during evenings or weekends (so that those hours would be charged at the rate of $187.50).
  • Events cancelled by the client without 24-hour notice may be billed at the full rate.


UW-Madison clients will be billed through an inter-departmental billing form.

External clients will be billed via invoice.

Clients will be billed at the conclusion of the project or engagement for actual hours, except in cases where activities are segmented into billable phases at the time of scoping (in such cases, clients will be billed at the conclusion of each project phase).

If services have been authorized under a retainer account, charges will be applied to the outstanding retainer balance, and updates will be provided quarterly to the retainer holder.

For any billing related questions, contact our project and fiscal coordinator.

Alyson Pohlman
Project and Fiscal Coordinator
445 Henry Mall
Room 410
Madison, WI 53706-1380

Phone: 608-262-6843