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