Optimizing Processes and Culture at CSU Dominguez Hills
The College of Extended and International Education at California State University, Dominguez Hills (CSUDH) faced inefficiencies in internal processes that impacted productivity and staff morale. The need to streamline these processes became urgent as the team prepared for a major CRM technology conversion. The Spur Group led an initiative to document, refine, and optimize workflows across multiple departments, resulting in clearer processes, better communication, and greater operational efficiency.
🔍 The Opportunity
CSUDH’s College of Extended and International Education offers a wide range of programming, from degree courses to corporate training, with around 50 diverse programs. However, the variety of programs had led to an equal variety of internal processes, many of which were undocumented, inconsistent, and siloed within individual staff members.
When one staff member was unavailable, others struggled to pick up the slack because the processes weren’t clearly defined. There were no shared timelines, and important steps in workflows often got lost in a “paper chase.” This ambiguity caused delays, especially in student registration. The urgency to address these issues grew as the team prepared to implement a new customer relationship management (CRM) system, which required streamlined processes that could be integrated into the new technology.
“We had so many processes, but no real documentation,” said J. Kim McNutt, Dean of the College of Extended and International Education. “It was great to have an outsider’s perspective on how to optimize our processes through a clear, holistic lens rather than focusing on what was already happening.”
💡 The Solution
The Spur Group’s engagement with CSUDH focused on documenting and refining existing processes while identifying areas for improvement. The goal was to create a baseline for future benchmarks and eliminate the inefficiencies that had become ingrained in the organization.
The project began by assembling a cross-functional task force representing leadership, marketing, finance, operations, technology, and more. This collaborative approach helped clarify the project’s objectives and foster trust among team members—a crucial factor for success. As McNutt noted, “It was a great benefit to leverage The Spur Group’s experience. They truly put that knowledge to work for us while centering our project around relationships. Because, as a valued mentor once shared with me, ‘Progress moves at the speed of trust.’”
The Spur team identified 40 key processes that were critical to the college’s success. Through a series of interviews with staff members responsible for each process, they created detailed, visual workflows to clearly outline the steps involved. These flow charts were designed with symbols commonly used in software engineering, making it easy for the team to understand and use them consistently.
However, the work didn’t stop at documenting current processes. They also identified opportunities for improvement, reducing redundancy, and cutting down the time it took to complete specific tasks. This was particularly important as CSUDH prepared for their CRM technology upgrade, allowing the team to align their workflows with the new system before the transition even began.
It was a great benefit to leverage The Spur Group’s experience. They truly put that knowledge to work for us while centering our project around relationships. Because, as a valued mentor once shared with me, ‘Progress moves at the speed of trust.’”
📈 The Outcome
Once the initial changes were implemented, the project quickly gained momentum. As staff began to see the benefits of the streamlined processes, they found extra time to focus on more complex challenges. The reduction in redundant tasks and inefficient meetings improved morale and overall productivity.
The clear documentation of processes also had a direct impact on CSUDH’s upcoming technology project. Identifying technology-influenced workflows before the new CRM system launched allowed CSUDH to reduce the scope of work and timeline for the technology upgrade, making for a smoother and more efficient transition.
The project was completed in just one month, leaving the CSUDH team equipped with a process manual that enhanced shared knowledge among both current staff and future hires.
J. Kim McNutt
Dean of the College of Extended and International Education at CSU Dominguez Hills
“The best part was that once we started making headway with the team, there was no stopping us,” McNutt said. “It was all wrapped up in a month, and now we can focus on achieving even greater cohesion and continuity.”