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PIC (Process Improvement Committee)

What is the Process Improvement Committee?

The Process Improvement Committee (PIC) is composed of cross-functional campus leaders who have been charged with improving overall adminisrative systems by identifying areas that new improvement. 
Current members are : Dave Leavitt (Chair), Edit Vidalon-Moscoso (Student), Howard Smalls (Business Office), Karen Savage (IT), Kristen Guy (Committee Co-Chair, IR), Stacey Lien-Boyko (Program Managers), Nora Marquez (Registrar), Thom Shepard (Student Services), Yan Li (Business Office), Yukti Singh (Admissions)


Partner with the PAU Community to help achieve the strategic goals of the institution through the use of continous process improvement tools & methodologies. 


Create an organizational culture that fosters collaboration accross Palo Alto University while striving to improve and make a positive impact in support of the University's Mission.

Goals & Objectives

  1. Prioritize Projects in support of Strategic Plan: Develop a system and prioritize projects in support of PAU's strategic plan. Results should improve the overall satisfaction of students, staff, and faculty while minimizing manual processes, lowering costs, and improving quality of service across the institution.

  2. Become a trusted resource: Work closely with key stakeholders through the organization to develop a continous improvement knowledge base while providing trainnig and resources so departments can deliver results on their own.

  3. Measure & Evaluate: Develop a quantitative/qualitative framework to evaluate success/failrues of projects. Celebrate successes and increase transparency throughout PAU.

What is Process Improvement?

Process Improvement is a standardized approach that is used to make incremental and iterative improvements in processes. Process improvement done correctly results in faster, efficient, and cost effective ways to deliver services and support to students, staff, and faculty. 

Process Improvement is:

  • a continous cycle of planning, 
  • an effort to improve the quality of products, services or processes
  • a methodology focused on identifying and eliminating activities that add cost without adding value, thereby improving the flow of work processes

What are examples of triggers that a process evaluation may be needed?

  • A change in current processes
  • Introduction of new tools; regulations, etc. that impact work
  • Low customer satisfaction from faculty, staff, and students
  • Staf are working extended hours
  • Changes in staff; absorption of additional work
  • Employees are jumping through multiple process and decision hoops
  • Survey results reflect dissatisfaction with output and/or service expectations
    Employees do not understand the value of tasks being performed
  • Implementation of new systems or updates to existing systems
  • Work is getting lost between department silos

Submit a Project Request

Before you start, you will need to have a good idea of what the project consists of and what the outcomes will be. You should know who from your office will be dedicated to work on the project, and what other offices are likely to be affected.

1. Fill out our Project Request Form. Project Request Form

2. Upon submission of your completed project request form, you will receive a confirmation email.

3. A member of the Project Managment Team will review your request and contact you to discuss the project information.

If it is determined that the Project Management Team is going to proceed with your project, it will enter the Initiation Phase of the Project Lifecycle, and you will be asked to complete a Project Charter.



 Green: On schedule, within budget, managing scope or behind with an approved variance.
 Yellow: Behind schedule and/or over budget, or with scope variances that are unapproved but for which a remediation plan has been developed to provide resolution by project completion.
 Red: Behind schedule, and/or over budget, or with scope variances that are unapproved, but for which a remediation plan has NOT been developed to provide resolution by project completion.


Project Phase Status
Updating Student Billing Statements
Priority: High
Project Manager: Howard Smalls
Projected Start/End: 05/01/2018 - 08/01/18
MyPAU Student Portal 2.0
Priority: High
Project Manager: Karen Savage
Projected Start/End: 01/01/2018 - Ongoing
Future Projects
Project Phase Status
Staff Resource Center Portal
Pending (Future)
Pending (Future)
IT - Improve Communication and Transparency for IT Services
Pending (Future)
Business Office - Notepad Implementation
Pending (Future)
Business Office - Federal Work Study [FWS] Process
Pending (Future)
Closed Projects
Short-Term Billing Solutions
Project Manager: Kristen Guy & Karen Savage
Projected Start/End: 05/01/2015 - 07/01/2015
Late registration fee
Project Manager: Howard Smalls
Projected Start/End: 12/11/2014 - 1/31/2015
Automating Academic Calendar
Priority: High
Project Manager: Kristen Guy
Projected Start/End:




1791 Arastradero Road
Palo Alto, CA 94304

Phone: (800) 818-6136 Fax: (650) 433-3888





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