Charting the Course: Sourcewell’s Journey to Operational Excellence

Continuous improvement isn’t confined to a single team or project at Sourcewell — it’s what keeps the public organization moving forward. Based in Minnesota, the self-funded agency provides a variety of services and programs to support nonprofits, schools, and other government entities as they navigate toward stronger collaboration and greater efficiency. By reframing continuous improvement efforts to better resonate with employees, providing practical toolkits, and deliberately setting aside time for problem solving, Sourcewell has made operational excellence part of its everyday work.

Guiding these efforts is Melanie O’Leary, Sourcewell’s continuous improvement and change manager. O’Leary recently discussed Sourcewell’s approach with Madison Lundquist, APQC’s principal research lead for process and performance management. Their conversation explores the frameworks, practices, and lessons that have shaped Sourcewell’s continuous improvement journey. It has been edited for length and clarity.