I have worked at Milton Hershey School for 22 years, and for 12 of those as the senior director of finance. This year I have embarked on a new chapter, leading a new quality assurance department. The department systematically reviews the school’s policies and procedures to ensure they are well-documented, consistently followed and optimized for efficiency.
Why? As education continues to evolve, maintaining high standards, preserving institutional knowledge, and enhancing efficiency are critical to advancing our mission and ensuring long-term success.
The quality assurance work is particularly important as Milton Hershey seeks to support our new venture, Catherine Hershey Schools for Early Learning (CHS). While Milton Hershey is a K–12 boarding school, CHS centers provide early education to infant through preschool students in three locations in Pennsylvania, with plans to expand into three more cities by 2026. As we expand, we want to ensure we are operating as efficiently as possible before adding additional staff. Additionally, as CHS brings more centers online, the attention to quality assurance will ensure consistency across locations in best practices and operational standards.
Without a structured approach, valuable insights risk being lost when employees transition to new roles or retire. Establishing clear documentation not only preserves this expertise but also streamlines onboarding for new staff, creating a more effective and efficient learning curve.
A key driver of this initiative is the need to safeguard and strengthen institutional knowledge, particularly as we grow and welcome new employees. Many long-tenured staff members have amassed deep expertise through years of dedicated service, and capturing this knowledge through well-documented processes ensures its continuity. Without a structured approach, valuable insights risk being lost when employees transition to new roles or retire. Establishing clear documentation not only preserves this expertise but also streamlines onboarding for new staff, creating a more effective and efficient learning curve.
Preparing for the Role
My experience in school finance gave me a comprehensive understanding of the school’s inner workings, as I collaborated with every department. The finance role went beyond numbers — it allowed me to build strong relationships, gain firsthand insight into operational challenges and appreciate the interconnectedness of the school’s functions. Additional roles as a freshman and junior class advisor and interactions with students, teachers and house parents have also helped me understand the many layers of our supportive learning environment, where academic, social and emotional support systems work in unison to create a supportive environment.
One of the most significant initiatives I led in finance was the implementation of PeopleSoft, a fully integrated enterprise resource planning (ERP) system. This project was far more than a technology upgrade; it was a transformative management effort that required navigating complex organizational dynamics, engaging stakeholders and proactively mitigating risks. Conducting an in-depth review of processes across multiple departments allowed the implementation team to identify inefficiencies, standardize procedures and enhance operational efficiency aligned with the school’s broader objectives.
The experience reinforced my understanding of structured change management and the importance of minimizing risk during large-scale transitions. It also deepened my appreciation for the role that well-documented procedures play in supporting employees, maintaining data integrity, and safeguarding operations against disruption. These lessons now shape my approach in leading the quality assurance department, where I focus on driving efficiency, strengthening documentation and applying effective change management strategies.
Opportunities for Change
These reviews are conducted in collaboration with individual departments, starting with an assessment of their policies and procedures. The QA team first reviews the documentation and then requests sample outputs for testing. Processes are evaluated against the written procedures, and any deviations identified during testing are documented as exceptions. Each exception is tracked and forms the basis for a recommendation.
The final report presents these recommendations, highlighting observed inefficiencies and providing suggested initiatives for resolution. Once the report is issued, the department responds by outlining the actions they will take to address the recommendations and providing a timeline for completion.
This structured approach to quality assurance enables objective evaluations of workflows, helping to identify inefficiencies, improve productivity and refine procedures that enhance overall operations. As CHS expands, ensuring consistency across centers will be essential in maintaining quality and alignment with the school’s broader mission.
This oversight not only enhances compliance and identifies areas for improvement but also ensures that institutional knowledge is systematically preserved.
Employees are deeply engaged in their daily responsibilities — managing immediate needs, solving pressing issues and ensuring smooth operations — which leaves little time to step back and evaluate processes. Ensuring alignment with policies, optimizing efficiency and maintaining accurate documentation can become secondary concerns. The introduction of an independent quality assurance function provides a valuable external perspective, allowing for objective comparisons between current practices and established policies. This oversight not only enhances compliance and identifies areas for improvement but also ensures that institutional knowledge is systematically preserved.
It’s important to note that the work of this department is designed to be collaborative and work alongside staff to refine processes in ways that support their work rather than adding to their workload.
The ultimate goal of the new quality assurance work is not just to evaluate current practices but also foster a culture of continuous improvement. By working closely with staff to reinforce best practices and maximize efficiency, this department will serve as a vital resource in strengthening the school’s long-term effectiveness. My goal is to create a sustainable framework that enhances efficiency and compliance while also empowering employees and enriching the student experience.
