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: Weak Customer Satisfaction & Low Growth

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

No consistent view of processes

7%

1%

Peer Group Average Elevations

3%

1%

Peer Group Average Elevations

Annual Growth Rate of Capital:

2004 - 2008

Annual Growth Rate of Members:

2004 - 2008

2004 - 08

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 growth Annual Growth Rate of Capital:

2009 - 2013

Peer Group Average Elevations

7%

13%

Annual Growth Rate of Members:

2009 - 2013

Peer Group Average Elevations

3% 6%

2009 - 13

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

320 processes documented in Blueworks Live

1,000 process-related knowledge assets linked from Blueworks Live

40 trained Blueworks Live

facilitators

Learn more at blueworkslive.com

Some Results from our BPM Initiative

Before Process After Process Quantifiable

Improvement

Home Equity

Loan Funding

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

Vehicle Loan

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

Underwriter

Productivity

175 loans per underwriter /

month capacity

300 loans per

underwriter/month capacity 71% 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