Institute for Leadership & Management Schedule

Friday, July 19, 2019



12:00 - 1:00 p.m.


1:00 - 1:30 p.m.

Welcome & Setting the Stage

1:30 - 2:45 p.m.

Ed Session - Keep. Start. Stop. The next level leader mindset.

Speaker: Kara Bunde-Dunn, SVP Sales & Marketing, Nebraska Book Company

Leaning into the next level of leadership can seem challenging without the right mindset and tools. What should you keep doing? What should you start doing? What should you immediately STOP doing? You can’t try to be someone else in order to rise to the top; be authentic. It takes understanding your strengths, learning how to leverage those strengths into performance, and finding opportunities to lean in and show your capabilities. You will walk away with practical tools and actionable items to own your own leadership development.

3:00 - 4:15 p.m.

Ed Session - Managing Multiple Operations

This session will address how to manage multiple operations effectively and the skill sets you need to be successful. The session will also cover best practices for managing Up, Down and Across Departments. Learn how to manage a wide variety of auxiliary services, whether you are directly responsible for the operations or whether you oversee them. Effectively supervising staff of multiple units has its challenges, but this session will leave you confident and ready to wear many hats!

5:00 - 7:00 p.m.

Dinner at House of Blues

Saturday, July 20, 2019



8:00 - 9:00 a.m.

Breakfast Vouchers (On Own)

9:00 a.m. - 11:30 a.m.

Workshop - Customer Service: Developing and Implementing a Measurable Program

Speaker: Chuck Salem, CEO, Unique Venues

This workshop is designed for auxiliary services professionals who want to move beyond the basic how-to’s of customer service and instead, build a department-wide culture of service that is understood, practiced consistently, and effective at earning, retaining and growing a loyal customer base. People often think of the basic customer service practices. Simple things like “greet the customer with a smile,” or “answer the phone within three rings.” While those truly are good practices to expect of your employees, there is much more to building a culture of service. In this workshop, participants will learn leadership-centered practices to building and maintaining a customer service philosophy and culture that will not only lay the foundation for service, but also provides infrastructure and practices to go beyond the basics and make exemplary service a vital part of your department’s success. Goals and Objectives: The goals and objectives of the workshop are: To learn about the key components of building of a top-down culture of service, including mission relevance, service as a KPI for staff (new and existing), training and development, client satisfaction measurement, quality assurance and improvement, and other components of service critical to growing and retaining a thriving customer base. To not only learn about the KPI’s but to begin to build your service culture infrastructure alongside colleagues from other institutions. When you leave the workshop, you have more than theory, you have the template to build your culture. To work as a group, to develop practices that each attendee can take back to their campuses and put into practice.

11:45 a.m. - 12:30 p.m.

Ed Session - Developing Your Student Employees for Success

Speakers: DJ Pepito, Director of NACAS Research

Generation Z students are looking for employment that aligns with their career aspirations while also preferring to work on campus and for organizations that have socially just missions. In this session, DJ Pepito, Director of NACAS Research, will share insights from research efforts on student employment and student success.

12:30 - 2:30 p.m.

Lunch & Learn

Speaker: Kelsey Harmon Finn, CEO, NACAS

2:45 - 4:00 p.m.

Ed Session - Access and Mobility for Colleges and Universities: Connecting the Dots to Advance Higher Education and Remain Competitive

Speaker: Casey Jones, Vice President, TimHaahs

The lack of parking, too much parking, or misplaced parking is often blamed for a college or university’s woes. For an industry with the reputation of not being customer or community friendly, some of the criticism is well deserved. But a revolution is under way and the right approach to access management and mobility is now a key to making universities and colleges remain competitive. Innovations from other industries are influencing how access and mobility are being delivered to benefit students, faculty, visitors, and university staff alike. In this presentation we will discuss the changes that are occurring within the parking and transportation industry and how these positively impact access and mobility for higher education.

Learning Objectives:

  • Discuss the criticality of providing access and mobility in higher education
  • Identify and explore major attitudinal shifts and evolving expectations of mobility by the campus community
  • Discuss how the parking, transportation and mobility profession is responding
  • Identify actions universities and colleges can take to improve access and mobility

5:00 - 6:00 p.m.


Sunday, July 21, 2019



8:30 - 9:30 a.m.

Breakfast Vouchers (On Own)

9:30 - 11:00 a.m.

Ed Session - Using Lean 6 Sigma: Tools, Processes and Mindset to Help You Lead

Emerald Salon One

Speakers: Neil Markley, Associate Vice-President for Administration and Finance, Sonoma State University; Michael Ogg, Director of Continuous Improvement, Sonoma State University

It’s not scary and easier than you might think. Lean Six Sigma Process Improvement concepts provide a different way of thinking about the things we do every day. Lean Six Sigma combines two process improvement methods: Lean and Six Sigma. These methods decrease your organization’s cost and improves customer satisfaction by removing “waste” from a process. We will provide an overview of the Lean Six Sigma Process Improvement concepts which include the DMAIC process, collaboration and asking “why?”

We will demonstrate the value of improving efficiency and increasing customer satisfaction by sharing work completed that improved two auxiliary processes in Dining Services and Parking. While you won’t leave with your Lean Six Sigma green belt, you will take with you valuable tools to help improve customer satisfaction and the bottom line

11:00 - 11:30 a.m.

Wrap Up and Closing Remarks