As the CEMI project progresses, the concept of continuous improvement is serving as a guiding philosophy. As an industry term, “continuous improvement” describes the ongoing effort to enhance products, services, or processes through incremental changes. It is often defined by these core principles: small, manageable adjustments compounded over time, staff being encouraged to suggest fixes, decisions based on data and metrics, and a focus on customer experience. In an August CEMI Town Hall, Steve Kish, CEMI Implementation Manager, emphasized that because technology, regulations, and institutional needs will continue to evolve after implementation, CEMI is adopting a continuous improvement approach.

Here at Cornell, according to Trish Davis, Assistant Director of Change Management, “The goal isn’t simply implementing new systems. It’s building a culture that embraces change and continuously improves how we work.” She explains that CEMI is not a time-bound event that concludes at go-live. Rather, it is an iterative shift that creates an environment where people, processes, and technology evolve together over time.

In a recent CEMI leadership meeting, Kish explored the ways continuous improvement is playing out in real time. CEMI’s current efforts revolve around two main software implementations: our donor engagement software, and Workday – our ERP system that comprises HR, payroll, finance, post-award research software products. For both of these efforts, the teams are working through the initial design and configuration. In the case of the ERP, we are fast approaching a significant milestone: the conclusion of the initial design phase, and the pivot into testing. 

When testing begins in November, we’ll see continuous improvement in action. Our teams will see the results of their initial decisions, and they’ll start to see how it all works. It’s at this point that conversations about the tools and processes can deepen, and new questions can emerge. How are these processes going to work? What do we need to change? Where are the opportunities for improvement? What areas are presenting challenges? 

The testing phase, Kish went on to explain, is crucial for all of our CEMI teams, because it’s where we learn what problems are coming up, and how to diagnose them. According to Kish, “the whole point of testing is to find issues with the initial design.” Testing is the phase of the project where teams get very good at understanding the software – how it is constructed, what the connecting points are – and also get very good at fixing issues. 

The CEMI project is currently building a critically important foundation that lays the groundwork for us to continue to improve our products in the days and months after go-live in 2028, and for many years into the future.