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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: 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

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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