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Episode 2: Creating & Sustaining a Culture of Continuous Improvement

Brenda Stonehouse | February 2024

Featuring Brenda Stonehouse, Manager- Strategy and Innovation at Kawartha Lakes

In this episode of BPM RealTalk, our host Mark Khabe engages in a dynamic conversation with Brenda Stonehouse, Manager- Strategy and Innovation at Kawartha Lakes. Brenda shares practical insights into creating a culture of Continuous Improvement and discusses strategies for sustaining the momentum. Drawing from her experience in implementing improvement programs, Brenda candidly discusses the wins, learnings, and the importance of flexibility in the continuous improvement journey. She underscores the importance of leadership and employee engagement and of celebrating successes to maintain momentum. Join us as Brenda unveils real-world examples of the transformative impact of continuous improvement initiatives on customer service. Tune in now for an engaging and informative discussion.

Brenda Stonehouse

Manager- Strategy and Innovation, Kawartha Lakes

Brenda is a seasoned manager in the field of strategy, innovation, and continuous improvement. Armed with Lean Master Black Belt and Lean Six Sigma Black Belt certifications, Brenda leads teams through transformative process improvement projects. She is deeply passionate about leveraging continuous improvement methodologies to enhance the community experience within the municipal sector. Brenda also serves as a coach for LEAN principles and strategic planning at the PEAK Leadership training program at Fleming College.

Key Highlights:

  • Essential components for establishing a Continuous Improvement program
  • Expert advice on maintaining the momentum of Continuous Improvement initiatives
  • Significance of engaging both leadership and frontline employees
  • Striking a balance between cost savings and customer satisfaction
  • Real-life example illustrating the impact of Continuous Improvement on customer service
  • Flexibility in Continuous Improvement programs, allowing for adaptation when necessary.

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Recap: Dive Back into Previous Episodes

EPISODE 01

Navigating Process Improvement in the Not-for-Profit Sector

In this first episode, Sharon Paulson, Head of Digital Workplace Services at ECH provides unique insights into the challenges and successes of optimising processes in not-for-profit organisations.