Operations & Performance
Build better processes. Measure what matters. Improve performance.
I help organizations turn everyday operations and data into practical improvements—strengthening processes, identifying what’s working, and using meaningful measures to improve efficiency, quality, and results.
KPI & Performance Measurement
Turn your data into information you can actually use. I help organizations identify the right measures, build meaningful KPIs, and create reporting that gives leadership a clear view of performance and where attention is needed.
Includes:
KPI development and refinement
Performance dashboards
Power BI reporting
Executive and board reporting
Data analysis and visualization
Performance trends and benchmarks
Recommendations based on results
Process Improvement & Workflow Design
Make everyday work simpler, more consistent, and more efficient. I help organizations identify bottlenecks, unnecessary steps, and process gaps, then build practical workflows that make it easier for teams to get work done.
Includes:
Process and workflow assessments
Process mapping
Bottleneck and gap identification
Workflow redesign
Roles and responsibility clarification
Standardized processes
Implementation recommendations
Performance measures to track improvement
Quality Monitoring & Service Evaluation
Understand what your clients, customers, or stakeholders are actually experiencing. I help organizations evaluate service quality, identify trends and gaps, and turn those findings into practical improvements.
Includes:
Call recording and quality monitoring
Quality review criteria and scorecards
Service experience assessments
Trend and gap analysis
Performance reporting
Coaching and improvement recommendations
Ongoing quality measurement
Secret Shopping & Experience Assessment
See your organization through the eyes of the people you serve. I provide structured secret shopping assessments to evaluate real-world experiences and identify opportunities to strengthen service, communication, and consistency.
Includes:
Customized assessment criteria
Phone, virtual, or in-person evaluations
Staff interaction and communication review
Process and service consistency
Client experience observations
Findings and performance reporting
Actionable improvement recommendations
Donor & Grant Performance
Turn fundraising activity into measurable insight. I help organizations evaluate donor and grant performance, strengthen tracking and reporting, and identify opportunities to improve results.
Includes:
Donor performance analysis
Fundraising KPIs and dashboards
Donor retention and giving trends
Grant tracking and performance
Grant reporting processes
Leadership and board reporting
Opportunities for performance improvement
Employee Onboarding & Training
Build a more consistent experience from day one. I help organizations create practical onboarding and training processes that give employees the information, tools, and expectations they need to succeed.
Includes:
Onboarding process review and design
New-hire workflows and checklists
Role-specific training materials
Policy and procedure training
Training documentation and tracking
Offboarding processes
Process standardization
Opportunities to improve employee readiness and consistency
Ready to Improve What’s Working—and Fix What Isn’t?
Let’s talk about where your operations are today, what’s getting in the way, and where better processes, data, and performance measurement can make the biggest difference.