SlideShare a Scribd company logo
1 of 7
Download to read offline
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
320processes documented
in Blueworks Live
1,000
process-related
knowledge assets linked
from Blueworks Live
40trained 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

More Related Content

Viewers also liked

Creating the Best Experience: Accessibility & Usability
Creating the Best Experience: Accessibility & UsabilityCreating the Best Experience: Accessibility & Usability
Creating the Best Experience: Accessibility & UsabilityCarol Smith
 
Artificial Intelligence Basics, Emergent properties where the magic happens !
Artificial Intelligence Basics, Emergent properties where the magic happens !Artificial Intelligence Basics, Emergent properties where the magic happens !
Artificial Intelligence Basics, Emergent properties where the magic happens !Frederic Molina
 
2013 Moving The Young Adult Needle
2013 Moving The Young Adult Needle2013 Moving The Young Adult Needle
2013 Moving The Young Adult NeedleTim McAlpine
 
Mature Products: The Cycle of UX Reinvention UXPA 2016
Mature Products: The Cycle of UX Reinvention UXPA 2016Mature Products: The Cycle of UX Reinvention UXPA 2016
Mature Products: The Cycle of UX Reinvention UXPA 2016Carol Smith
 
Best practices in IBM Operational Decision Manager Standard 8.7.0 topologies
Best practices in IBM Operational Decision Manager Standard 8.7.0 topologiesBest practices in IBM Operational Decision Manager Standard 8.7.0 topologies
Best practices in IBM Operational Decision Manager Standard 8.7.0 topologiesPierre Feillet
 
DIY Usability Testing for Business Analysts (BA)
DIY Usability Testing for Business Analysts (BA)DIY Usability Testing for Business Analysts (BA)
DIY Usability Testing for Business Analysts (BA)Carol Smith
 
Best practices in deploying IBM Operation Decision Manager Standard 8.8.0
Best practices in deploying IBM Operation Decision Manager Standard 8.8.0Best practices in deploying IBM Operation Decision Manager Standard 8.8.0
Best practices in deploying IBM Operation Decision Manager Standard 8.8.0Pierre Feillet
 
Anti-Money Laundering Solution
Anti-Money Laundering SolutionAnti-Money Laundering Solution
Anti-Money Laundering SolutionSri Ambati
 
"Machine Learning is Changing Everything" at SaaS North 2016
"Machine Learning is Changing Everything" at SaaS North 2016"Machine Learning is Changing Everything" at SaaS North 2016
"Machine Learning is Changing Everything" at SaaS North 2016L-SPARK
 
Langs - Machine Learning in Medical Imaging: Learning from Large-scale popula...
Langs - Machine Learning in Medical Imaging: Learning from Large-scale popula...Langs - Machine Learning in Medical Imaging: Learning from Large-scale popula...
Langs - Machine Learning in Medical Imaging: Learning from Large-scale popula...Vienna Data Science Group
 
Using bpm, mdm and odm to implement on boarding solutions for banking - sessi...
Using bpm, mdm and odm to implement on boarding solutions for banking - sessi...Using bpm, mdm and odm to implement on boarding solutions for banking - sessi...
Using bpm, mdm and odm to implement on boarding solutions for banking - sessi...Scott Simmons
 
How to best setup SharePoint 2013, Web Apps, Workflow Manager with Powershell
How to best setup SharePoint 2013, Web Apps, Workflow Manager with PowershellHow to best setup SharePoint 2013, Web Apps, Workflow Manager with Powershell
How to best setup SharePoint 2013, Web Apps, Workflow Manager with PowershellSamuel Zürcher
 

Viewers also liked (14)

Creating the Best Experience: Accessibility & Usability
Creating the Best Experience: Accessibility & UsabilityCreating the Best Experience: Accessibility & Usability
Creating the Best Experience: Accessibility & Usability
 
Artificial Intelligence Basics, Emergent properties where the magic happens !
Artificial Intelligence Basics, Emergent properties where the magic happens !Artificial Intelligence Basics, Emergent properties where the magic happens !
Artificial Intelligence Basics, Emergent properties where the magic happens !
 
2013 Moving The Young Adult Needle
2013 Moving The Young Adult Needle2013 Moving The Young Adult Needle
2013 Moving The Young Adult Needle
 
Scalable machine learning
Scalable machine learningScalable machine learning
Scalable machine learning
 
Mature Products: The Cycle of UX Reinvention UXPA 2016
Mature Products: The Cycle of UX Reinvention UXPA 2016Mature Products: The Cycle of UX Reinvention UXPA 2016
Mature Products: The Cycle of UX Reinvention UXPA 2016
 
Best practices in IBM Operational Decision Manager Standard 8.7.0 topologies
Best practices in IBM Operational Decision Manager Standard 8.7.0 topologiesBest practices in IBM Operational Decision Manager Standard 8.7.0 topologies
Best practices in IBM Operational Decision Manager Standard 8.7.0 topologies
 
DIY Usability Testing for Business Analysts (BA)
DIY Usability Testing for Business Analysts (BA)DIY Usability Testing for Business Analysts (BA)
DIY Usability Testing for Business Analysts (BA)
 
Best practices in deploying IBM Operation Decision Manager Standard 8.8.0
Best practices in deploying IBM Operation Decision Manager Standard 8.8.0Best practices in deploying IBM Operation Decision Manager Standard 8.8.0
Best practices in deploying IBM Operation Decision Manager Standard 8.8.0
 
Anti-Money Laundering Solution
Anti-Money Laundering SolutionAnti-Money Laundering Solution
Anti-Money Laundering Solution
 
Microservice Memoirs
Microservice MemoirsMicroservice Memoirs
Microservice Memoirs
 
"Machine Learning is Changing Everything" at SaaS North 2016
"Machine Learning is Changing Everything" at SaaS North 2016"Machine Learning is Changing Everything" at SaaS North 2016
"Machine Learning is Changing Everything" at SaaS North 2016
 
Langs - Machine Learning in Medical Imaging: Learning from Large-scale popula...
Langs - Machine Learning in Medical Imaging: Learning from Large-scale popula...Langs - Machine Learning in Medical Imaging: Learning from Large-scale popula...
Langs - Machine Learning in Medical Imaging: Learning from Large-scale popula...
 
Using bpm, mdm and odm to implement on boarding solutions for banking - sessi...
Using bpm, mdm and odm to implement on boarding solutions for banking - sessi...Using bpm, mdm and odm to implement on boarding solutions for banking - sessi...
Using bpm, mdm and odm to implement on boarding solutions for banking - sessi...
 
How to best setup SharePoint 2013, Web Apps, Workflow Manager with Powershell
How to best setup SharePoint 2013, Web Apps, Workflow Manager with PowershellHow to best setup SharePoint 2013, Web Apps, Workflow Manager with Powershell
How to best setup SharePoint 2013, Web Apps, Workflow Manager with Powershell
 

Recently uploaded

Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Brian Pichman
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxGDSC PJATK
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024SkyPlanner
 
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IES VE
 
KubeConEU24-Monitoring Kubernetes and Cloud Spend with OpenCost
KubeConEU24-Monitoring Kubernetes and Cloud Spend with OpenCostKubeConEU24-Monitoring Kubernetes and Cloud Spend with OpenCost
KubeConEU24-Monitoring Kubernetes and Cloud Spend with OpenCostMatt Ray
 
Designing A Time bound resource download URL
Designing A Time bound resource download URLDesigning A Time bound resource download URL
Designing A Time bound resource download URLRuncy Oommen
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureEric D. Schabell
 
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDEADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDELiveplex
 
Machine Learning Model Validation (Aijun Zhang 2024).pdf
Machine Learning Model Validation (Aijun Zhang 2024).pdfMachine Learning Model Validation (Aijun Zhang 2024).pdf
Machine Learning Model Validation (Aijun Zhang 2024).pdfAijun Zhang
 
9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding TeamAdam Moalla
 
Computer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsComputer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsSeth Reyes
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarPrecisely
 
Bird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemBird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemAsko Soukka
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UbiTrack UK
 
UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7DianaGray10
 
VoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXVoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXTarek Kalaji
 
Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024D Cloud Solutions
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAshyamraj55
 
Comparing Sidecar-less Service Mesh from Cilium and Istio
Comparing Sidecar-less Service Mesh from Cilium and IstioComparing Sidecar-less Service Mesh from Cilium and Istio
Comparing Sidecar-less Service Mesh from Cilium and IstioChristian Posta
 
Crea il tuo assistente AI con lo Stregatto (open source python framework)
Crea il tuo assistente AI con lo Stregatto (open source python framework)Crea il tuo assistente AI con lo Stregatto (open source python framework)
Crea il tuo assistente AI con lo Stregatto (open source python framework)Commit University
 

Recently uploaded (20)

Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptx
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024
 
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
 
KubeConEU24-Monitoring Kubernetes and Cloud Spend with OpenCost
KubeConEU24-Monitoring Kubernetes and Cloud Spend with OpenCostKubeConEU24-Monitoring Kubernetes and Cloud Spend with OpenCost
KubeConEU24-Monitoring Kubernetes and Cloud Spend with OpenCost
 
Designing A Time bound resource download URL
Designing A Time bound resource download URLDesigning A Time bound resource download URL
Designing A Time bound resource download URL
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability Adventure
 
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDEADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
 
Machine Learning Model Validation (Aijun Zhang 2024).pdf
Machine Learning Model Validation (Aijun Zhang 2024).pdfMachine Learning Model Validation (Aijun Zhang 2024).pdf
Machine Learning Model Validation (Aijun Zhang 2024).pdf
 
9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team
 
Computer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsComputer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and Hazards
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity Webinar
 
Bird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemBird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystem
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
 
UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7
 
VoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXVoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBX
 
Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
 
Comparing Sidecar-less Service Mesh from Cilium and Istio
Comparing Sidecar-less Service Mesh from Cilium and IstioComparing Sidecar-less Service Mesh from Cilium and Istio
Comparing Sidecar-less Service Mesh from Cilium and Istio
 
Crea il tuo assistente AI con lo Stregatto (open source python framework)
Crea il tuo assistente AI con lo Stregatto (open source python framework)Crea il tuo assistente AI con lo Stregatto (open source python framework)
Crea il tuo assistente AI con lo Stregatto (open source python framework)
 

How Elevations Credit Union is Driving Process Excellence with IBM Blueworks Live

  • 1. FOCUSING ON PROCESS EXCELLENCE TO WIN THE 2014 MALCOLM BALDRIGE NATIONAL QUALITY AWARD ELEVATIONS CREDIT UNION
  • 2. 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
  • 3. 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
  • 4. 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
  • 5. 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 in Blueworks Live 1,000 process-related knowledge assets linked from Blueworks Live 40trained Blueworks Live facilitators Learn more at blueworkslive.com
  • 6. 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
  • 7. 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