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Vice-President (Operations and Finance)

Operational Excellence

Operational Excellence Forum

2025 Operational Excellence Forum

An inaugural collaboration & knowledge sharing event

The first-ever Operational Excellence Forum aims to provide a unified platform for showcasing projects, sharing lessons learned, leveraging resources, and fostering cross-departmental collaboration and collaboration across the entire university.

This year’s theme, “Collaborating Today, Transforming Tomorrow,” emphasizes the value of working together to create lasting impact, ensuring that today’s efforts set the stage for tomorrow’s success.

Due to overwhelming demand and interest in registering for the Forum, we have now implemented a waitlist and will release spaces as they become available.

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Agenda & Schedule

Get ready for an exhilarating day at the inaugural Operational Excellence Forum, packed with invaluable learning opportunities and exciting initiatives! Connect with colleagues, gain insights, share perspectives and elevate your expertise to new heights!

Date: February 19, 2025
Location: Peter George Centre for Living and Learning (PGCLL)
Time: 8:30 a.m. – 4:30 p.m.
Room: Registrants will receive a message allowing them to select their showcase sessions. This message will also provide session location room details.

For general inquiries or assistance, please send an email to operationalexcellenceforum@mcmaster.ca.

 

Register and collect your name tag and join us in the PGCLL foyer for a light breakfast before we kick-off the inaugural Operational Excellence Forum.

Take your seats in PGCLL 127 for a welcome message and an update on the University by Saher Fazilat, Vice-President (Operations and Finance).

About Saher: Saher oversees the university’s administrative and ancillary services and ensures that all financial, physical systems and human resources are effectively utilized and contribute to the operational excellence of McMaster University. Her portfolio includes over $5 billion in financial assets, 400 acres of land and over ten million square feet of building space. Through McMaster’s human resources services, the work and well-being of more than 11,000 staff and faculty members are supported.

Saher trained as an engineer in India, receiving her BSc degree in civil engineering from Aligarh Muslim University and her Masters of Building Engineering and Management from the School of Planning and Architecture in New Delhi. She earned her MBA from the Schulich School of Business at York University and completed Finance, Leadership and Change Management Executive training at Harvard. Saher is the recipient of a Queen Elizabeth II Diamond Jubilee Medal for work in the field of Sustainability, a Top 75 Immigrant for RBC Canadian Immigrant Award and the Federation of Canadian Municipalities Sustainability Award.

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Dr. Alex Sévigny, Associate Professor, Department of Communication & Media Arts, will deliver a thought-provoking session on how AI can support your operational excellence efforts.

In this engaging presentation, Dr. Alex Sévigny will present on the current state of generative artificial intelligence technology. He will also discuss public opinion, risks and ethics. He will emphasize the importance of building unconventional institutional partnerships to develop effective gen AI solutions. The session will conclude with some cases of how generative AI has been used to boost productivity. There will be a Q and A after.

About Alex: Alex Sévigny, PhD, APR, is a tenured associate professor of communications management and communication studies at McMaster University in Hamilton, Ontario. He is currently director of the MCM Research Lab at McMaster University, where he investigates what data science and AI  can bring to communications management and strategy in general. He is a Tantalus expert on AI and data science for communicators and marketers.

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Session #1 | Sustainability in Action: Campus Operational Strategies and SuccessesThis panel, hosted by Director of Sustainability Dave Cano, will discuss how university operations are tackling sustainability challenges right here on campus. Panelists from Parking, Utilities and the Smart Campus project will share how their work directly contributes to McMaster’s vision of a net-zero campus. Attendees will leave with a greater understanding of current operational sustainability strategies and will gain practical insight into how every area can integrate sustainability into their work.

Presenters: Dave Cano (Facility Services), Randy Walinga (Facility Services), Eliot Jeyaseelan (Facility Services), Alvin Baldovino (Facility Services), Rob Morrallee (Parking Services)

Session #2 | Kickstarting Engagement: Enhancing Culture and Communication in the Registrar’s Office
Explore how the Registrar’s Office is transforming employee engagement and strengthening department culture across diverse units. This workshop will showcase initiatives that create a unified “one-RO” experience, emphasizing connection, learning and innovation. Discover the strategies and programs driving our success, including in-house professional development, impactful recognition initiatives and innovative use of Microsoft 365 resources. Join us to see how we prioritize operational excellence while building a supportive and empowered workplace.

Presenters: Christine Chauvin, Hollie Pocsai and Caitlin Schmid (Registrar’s office)

Session #3 | Exploring Generative AI’s Operational Capabilities: Insights from three pilot projects
Join us for an insightful panel discussion where we explore three McMaster pilot projects that delve into the operational capabilities of generative AI. This session will provide a look at how these projects were guided by the McMaster AI Guidelines, featuring specific examples from the McMaster community.

Presenters: Helen Fisher (Human Resources), Kat Williams (McMaster University Library), Stephanie Verkoeyen (MacPherson Institute)

Session #4| Enhancing Operational Excellence through Innovative Solutions
Join us to explore how McMaster University is driving operational excellence and collaboration through innovative solutions. This panel will cover: Case IQ Implementation: Streamlining case management to address complex concerns and enhance data-driven decision-making. CRM Transformation Project: Unifying systems to improve student interactions, data management, and communication. Microsoft Teams Ticketing System: Integrating a ticketing and feedback system to enhance cross-departmental collaboration and workflow efficiency.

Presenters: Patricia Suleiman (Equity and Inclusion Office), Salah Abuzaid (University Technology Services), Ratika Sharmanm and Shifaa Syed (University Library), Moby Onuoha (Registrar’s Office)

Session #1 | Innovative Collaborations: Success Stories from McMaster University’s Ancillary Services
A panel discussion featuring the Ancillary Departments: Campus Store, Media Production Services, Hospitality, Parking, and Real Estate. Moderated by Associate Vice President Debbie Martin, this panel will highlight the efficiencies and future strategies aimed at enhancing revenue sources.

Participants will have the opportunity to ask questions, understand the University’s future goals for revenue generation in Ancillary Operations, and share their own ideas for REAP to consider for revenue generation.

Presenters: Debbie Martin (Real Estate, Ancillary Operations and Partnerships); Zach Fisher (Campus Store); Rob Morrallee (Parking Services); Phil Poelmans (Media Production Services); Chris Roberts (Hospitality Services); Shari McHugh(Real Estate, Ancillary Operations and Partnerships)

Session #2 |Transformation Journeys at McMaster: Is Your Department the Next Optimus Prime?
Housing and Conference Services launched its Continuous Improvement program in 2017, beginning with five initial cross-functional projects. Just a few years later, and across campus, the HR Operations team launched a similar transformation journey; digitalizing HR Services.  In this presentation, team members will share their department’s journey from 2017 to the present, highlighting projects and outcomes from various departmental and cross-functional efforts. Join us for a session on transformation and learn how to “Optimus Prime” your own department! (Projects to be decided based on attendees at forum and needs of the program. Examples could include: uniform ordering, residence self-selection, office supply ordering and management, improving the deferred maintenance/capital planning cycle, New Hire Digitalization, SPP, Digital Tax Forms, etc.)

Presenters: Raquel Gavey (Housing and Conference Services, Jeanne Tan, (Human Resources), Jesse Wilson, (Human Resources), Alyssa Guarraci, (Human Resources), Katie Millar (Human Resources)

Session #3 | Essential Tips for Using Microsoft 365 Tools
Unlock the full potential of Microsoft 365 in this hands-on workshop/ Master Outlook, OneDrive, Planner, Bookings, and more. Discover best practices to enhance your workflow, optimize storage, and maximize these essential tools. Seize this opportunity to boost your productivity and streamline your operations. Don’t miss out!

Presenters: Carmalita Larkin, Christa Morrison, Deridor Collier (University Technology Services), Kristen Carrigan (Research), Adam Palmer (Faculty of Health Sciences)

Session #4 | Knowledge is Power: Creating a coordinated knowledge base

By creating and leveraging a central knowledge base and fostering a culture of collaboration and continuous learning, teams can achieve significant improvements in operational efficiency and customer support.

Explore three different examples of how teams across the institution have leveraged coordinated information repositories to streamline and simplify access to knowledge, encourage continuous collaboration and learning and drive operational efficiency.

Client-Services UTS Case Study: Discover how Client-Services UTS created a knowledge base that serves as a single source of truth, As a result, ticket resolution and decision-making have become faster and more efficient. This initiative has:

  • Reduce time spent searching for information
  • Promote employee collaboration
  • Enable team members to learn from each other and support customers

The HR Operations journey of designing and building a centralized knowledge hub for all Mosaic HR-related resources.

Future Workplace Strategies Learning and Innovation project Design Team’s development of the new Digital Capabilities Learning Hub.

Presenters: Mahnoor Anjum, Christina Tedesco (UTS) and Helen Fisher, Kerri Sedmihradsky, and Anna Fleming (HR)

During the lunch break, attendees are invited to explore two concurrent walk-in sessions in PGCLL. These sessions provide attendees with a chance to network, learn about exciting developments and initiatives currently in progress across McMaster.

Session #1 | Showcasing Excellence
This exciting session will be comprised of a series of information booths on topics that showcases Operational Excellence in different departments and units across campus. This is a fantastic networking opportunity to learn about work and ideas with the McMaster community. It’s a chance learn about how operational excellence comes to life across campus every day.

Session #2| Inclusion Lounge
More information to come.

Session #1 | Tailored for Success: How In-House Innovation and Teamwork Transformed Operations

This session showcases how Student Affairs and the Office of the Registrar leveraged in-house innovation and cross-campus collaboration to enhance operational excellence and support McMaster students and applicants.

Presenters will highlight two transformative projects:

  • Revolutionizing Welcome Week: Addressing historical challenges, Student Affairs developed a custom event app, integrated key University services, and launched a redesigned Welcome Week website—improving student engagement, streamlining operations, and mitigating risks.
  • Optimizing Provincial Attestation Letters (PALs): In response to new Immigration, Refugees, and Citizenship Canada (IRCC) regulations, the Office of the Registrar partnered across campus to create an efficient, compliance-driven PAL issuance process, ensuring international students met permit requirements while safeguarding McMaster’s global reputation.

Attendees will gain practical insights into adopting scalable solutions, fostering cross-unit collaboration, and leveraging data-driven strategies to enhance institutional operations.

Presenters: Jacqueline Hampshire, Michael Sowerby and Sean Beaudette (Student Affairs) Moby Onuoha, Carla Hodal (Registrar’s Office)

Session #2 | Project Management Essentials: Driving Operational Excellence
This is the session for getting a grip on the basics of project management. We’ll dive into the essentials like planning, executing, and wrapping up projects. You’ll get hands-on with tools like Gantt charts and learn how to handle risks and keep stakeholders informed. We will work through your real-world examples, you’ll pick up practical skills to manage projects smoothly in a sometimes not so smooth world!

Presenters: Deb Oliver, Kristen Watts , Katie Ferguson, Hannah Egert, Kerri Sedmihradsky, (Human Resources) and Paola Morrone (Financial Affairs)

Session #3 | Automate to Innovate: Unleashing the Power of Microsoft Power Automate
Join us for the exciting launch of Microsoft Power Automate at McMaster University! Discover how this powerful tool can revolutionize your operational processes by automating workflows, reducing manual tasks, and significantly boosting productivity. Our expert presenters—Carmalita Larkin, Manish Katakam, Bryan Czernada, Ryan Rexworthy, and Afnan Abdelbaki—will guide you through practical applications and real-world examples of Power Automate in action. Don’t miss this opportunity to gain valuable insights and take your productivity to the next level!

Presenters: Carmalita Larkin, Manish Katakam, Bryan Czernada, Ryan Rexworthy, Afnan Abdelbaki (University Technology Services)

Session #4 | Amplifying McMaster: Easy Strategies to Strengthen Our Shared Brighter World Brand

Whether you’re a staff member, administrator, faculty member or leader juggling countless priorities, the McMaster Brighter World brand is already part of the work you do. But how can you represent it confidently, without adding complexity to your day? In this interactive session, discover what makes the McMaster Brighter World brand unique, why it matters, and how it can amplify your impact.

We’ll share practical, time-saving tips for incorporating McMaster’s identity into your daily communications and events, helping you become a natural brand ambassador. Plus, if you have a great story to share, we’ll show you how to get it on key university channels and media. Join us to connect, learn, and celebrate the power of our shared brand to strengthen McMaster’s reputation together!

Presenters: Richard Valentine, Monique Beech, Sara Morgan (Communications, Marketing and Public Affairs)

Session #1 | Governance in Motion: Driving Operational Excellence Together
Get ready for a lively discussion on how governance isn’t just a buzzword—it’s the secret sauce that makes everything run smoothly! We’ll dive into the different ways McMaster’s HR and IT teams have embraced their unique governance models and how these approaches help shape their culture, drive accountability, and fuel operational excellence. From lessons learned to the tools that make it all click; we’ll share how each team is using governance to stay ahead of the game. Plus, discover how new tech and fresh ideas can help us innovate, collaborate, and keep things running with transparency and efficiency. Join us to see how these models are transforming the way we work, learn, and grow together!

Presenters: Andrea Foster (Human Resources), Lori Patrick, Tanya Reid (University Technology Services), Norm Hawton (Facility Services)

Session #2 | Coordinated Collaborative Continuous Improvement
Using the work that been established in Housing & Conference Service to launch and embark on a continuous improvement program, the CCCI workshop will speak to scaling this work across the VPOF, seeking feedback and thoughts from all in attendance on how we can establish CCCI at McMaster University.

Presenters: Deb Oliver, Andrea Foster (Human Resources), Raquel Gavey, Brittany Reifenstein (Housing and Conference Services)

Session #3 | Power Automate 101 | Hands-on learning with the experts!
Following the thrilling Power Automate launch presentation, dive into this demonstration where you’ll learn the power of automation! Get acquainted with the tool, learn the basics and follow the demonstration and learn how to create flows. This workshop is your gateway to Power Automate and transforming the way you work. Don’t miss out on this opportunity to enhance your productivity and streamline your workflows! (Bring your laptop).

Presenters: Carmalita Larkin, Manish Katakam, Bryan Czernada, Afnan Abdelbaki (University Technology Services), Adam Palmer , Kristen Carrigan (Faculty Health Sciences)

Session #4 | Monitoring Operational Excellence with Data Analytics 
We can’t improve what we can’t measure. This presentation provides with the innovative ways different areas of the University are using data analytics to track KPI’s accelerate decision making, ensure transparency and prioritize continuous improvement

Presenters: Kathy Pfeiffer, Dennis Tian, Paola Morrone (Financial Affairs), Hamza Olabi (Operations and Finance)

Join us for closing thoughts in PGCLL 127 and don’t miss out on amazing PRIZES!!!

How can I speak with the organizers?

For questions about the Operational Excellence Forum, please reach out to the planning team via operationalexcellenceforum@mcmaster.ca

Frequently Asked Questions

Discover more about the inaugural Operation Excellence Forum below.

The Forum will be held on February 19, 2025, at the Peter George Centre for Living and Learning (PGCLL) on campus. 

The forum is an all-day event that will run from 8:30 a.m. – 4:30 pm. Detailed room locations and schedule information will be shared closer to the date.

Networking opportunities will be built into the schedule, including designated breaks, an exhibit area, and a closing reception. These moments are designed to foster collaboration and the sharing of ideas.

The Operational Excellence Forum will feature an introduction by Saher Fazilat, Vice-President (Operations and Finance) and a keynote presentation by Dr. Alex Sévigny, Associate Professor, Department of Communication & Media Arts, who will deliver a thought-provoking session on how AI can support your operational excellence efforts. Discover how artificial intelligence can transform the way you work and enhance your operational strategies.

Plus, more than 12 unique sessions, workshops, panels and presentations, including:

  • Advancing Sustainability in Operations
  • Empowering Diversity to foster an inclusive workplace
  • Monitoring Operational Excellence with cutting-edge analytics
  • Project Management 101 to streamline your workflows
  • Essential Tips for Microsoft 365 to boost productivity
  • Embedding Continuous Improvement in everything we do
  • Launch of Microsoft Power Automate, the game-changer for workflows
  • And SO MUCH MORE!!

 

The Forum is open to the entire McMaster community! Faculty, staff and internal partners are encouraged to attend to learn more and explore collaboration opportunities.

Join the waitlist today! Access the registration waitlist. 

The Forum centers around the four pillars of operational excellence:

  • Excellence in Service: Responsive and innovative service delivery.
  • McMaster Goals: Supporting the university’s strategic objectives.
  • Optimal Resource Usage: Sustainability, cost efficiency, and performance monitoring.
  • Employee Engagement: Empowering staff and fostering collaboration.

All registrants will receive a follow-up email in February that will include the full agenda with session information and timing. Registrants will also have the chance to pick their desired sessions.

Stay tuned for more and keep an eye on your inbox.

Join the waitlist today! Access the registration waitlist.