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FOCUSING ON PROCESS EXCELLENCE TO WIN THE 2014 MALCOLM BALDRIGE NATIONAL QUALITY AWARD
ELEVATIONS CREDIT UNION
Who we are?
A member-owned credit union based in Boulder, Colorado
Underperformed peer group 2004-2008
New CEO took charge in 2008
Introduced the Baldrige Framework
Focused on customer satisfaction driven by Business Process Management
Unified entire organization on BHAG
Elevations Credit Union – An Ambitious Goal from the CEO
The Challenge: No Consistent View of Processes
Processes were not consistent or understood 87% of managers responded to baseline survey saying they
had NO documented processes
Limited understanding of customer experience Work did not flow seamlessly throughout customer journey
No company-wide view of processes No established process framework, method of documentation,
or repository to store processes
Weak customer satisfaction resulted in low growth7%
1%
2004 thru 2008
Peer Group Average Elevations CU
3%1%
2004 thru 2008
Peer Group Average Elevations CU
Annual Growth Rate of Capital
Annual Growth Rate of Members
The Solution: World-Class Processes & Delighted Customers
Single version of the truth for processes Cloud-based process repository provides easy access; process
models are always up-to-date
Business-friendly collaboration tools Intuitive tools with built-in collaboration features get business
people engaged and excited
Common enterprise view of processes Defines relationships between processes; simplifies change control
and stakeholder validation
Improved customer satisfaction led to significant growthAnnual Growth Rate of Capital
Peer Group Average Elevations CU
7%
13%
2009 thru 2013
Annual Growth Rate of Members
Peer Group Average Elevations CU
3%6%
2009 thru 2013
Why Blueworks Live Matters to Elevations Credit Union
Single source of truth for all things process
Exponential velocity in BPM development efforts
Cloud-based application opened the door for many teams and departments to get engaged
320processes documented & linked in Blueworks Live
1,000governed knowledge assets sourced from Blueworks Live
40trained facilitators
Some Results from our BPM Initiative
Before Process After Process Quantifiable Improvement
30 day average funding of home equity loans
14.5 day average funding of home equity loans
51% reduction in time from loan application to funding
11.5 day average funding of vehicle loans
4.5 day average funding of vehicle loans
60% reduction in time from loan application to funding
175 loans per underwriter / month capacity
700 loans per underwriter/month capacity
300% increase in loans handled per underwriter
2014 Malcolm Baldrige National Quality Award Recipient
The Malcolm Baldrige results highlighted our BPM initiative
Only 105 awards presented since inception in 1988
“BPM enables Elevations management, employees and members to design work processes that meet stakeholder requirements and are integrated with innovation efforts.”
~ National Institute of Standards and Technology (NIST),
November, 2014
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