Credit Union, Strategic Plan

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					Quality Practices in a Service Environment



Presented by Ann Riley – Altura Credit Union
February 11, 2011
Why Baldrige?
• It’s not about the award…

• Strategic Framework

• Feedback

• World-Class
Progression of Our Journey
• Let’s apply

• Let’s apply again

• Let’s take some time to close our gaps

• CAPE examiner training

• The right partner

• Results
                   Altura Credit Union’s Leadership System

Continuously                                                              Demonstrate
  Improve                             Set Strategic                       Commitment
                                       Direction

                            Respect                   Mission


                Integrity                                       Purpose
                                       Members
                                      Employees                      Plan,
      Review &
                                      Volunteers                  Communicate &
       Learn
                                      Community                      Align
                                       Partners
               Innovation                                       BHAG



                        Passion                    Excellence


Reward &                                Execute                             Enable
Recognize                                                                  Employees
                   Altura Credit Union’s Leadership System

Continuously                                                              Demonstrate
  Improve                             Set Strategic                       Commitment
                                       Direction

                            Respect                   Mission


                Integrity                                       Purpose
                                       Members
                                      Employees                      Plan,
      Review &
                                      Volunteers                  Communicate &
       Learn
                                      Community                      Align
                                       Partners
               Innovation                                       BHAG



                        Passion                    Excellence


Reward &                                Execute                             Enable
Recognize                                                                  Employees
                Altura Credit Union’s Strategic Planning Cycle




Strategic Inputs
                                              Validate Vision,
     External Forces
                                                  Mission,
        •Economic                            Values, & Purpose
                                  BOD                               Long
       •Competitive
                                                                   Term >5
  •Demographic / Customer
                                                  Confirm
                                                                    Years
                                              Critical Success
        •Technology
                                                   Factors
        •Regulatory

   Internal Assessment                        Establish Goals
                                             To Drive Success
     •Peer Comparison                                               Short
                                Senior
         •Strategic                                                Term <5
                               Leaders
       •Opportunities                                               Years
                                          Review & Evaluate Goal
     •Strategic Issues                      Progress & Validity
     Best Practices
    Determine Strategic
        Challenges


   Identify Strategic Goals
     Address Challenges
      Align with CSFs



   Create Goal Snapshot



  Review Goals at Weekly
  Executive Team Meeting


Strategic Goal Setting Process
                                   Altura Credit Union
                                Strategic Goal Snapshot


Strategic goal title:

Champion responsible for goal success:
Goal statement:
Overall timeline:
Which critical success factor does this support?

 X Member Driven Excellence              X Our People        X Profitable Growth

Does goal address a strategic challenge? If so, which one?
Resource requirements:


Measurement criteria:


Evidence of completion:
Creating an Environment for Performance Improvement
• How do senior leaders create an environment for performance
  improvement, accomplishment of strategic objectives, innovation,
  and organizational agility?

   • Goal Alignment

   • Business Process Management
Business Process Management
• Key Business Processes
   • We had no idea…
   • Process - SIPOC


• Data Driven Decisions

• Project Source
                   Altura Credit Union’s Business Alignment Model


                             Voice of the                        Voice of the
Strategic Input
                              Business                             Member


Critical Success      Member Driven
                                               Our People
                                                                        Profitable
     Factors           Excellence                                        Growth




Strategic Goals                             Executive Goals


 Key Business       Grow Member          Share             Loan          Transaction
  Processes         Relationships      Production       Production       Processing

                                      Competency - A
   Core                                                Competency - B

Competencies                                  Competency - C
                                                                Competency - D
Creating an Environment for Performance Improvement
• How do senior leaders create an environment for performance
  improvement, accomplishment of strategic objectives, innovation,
  and organizational agility?

   • Goal Alignment

   • Business Process Management

   • Six Sigma Methodology
Six Sigma Methodology


• Supports the BPM System

• Three Black Belts (1%)
   • Successful Projects


• Three Waves of Yellow Belt Training
   • Facilitated by Partner
Six Sigma Altura Style


• Small Service Environment
   • Process Management Project (PMP)
   • Process Discovery Project (PDP)
   • Process Improvement Project (PIP)


• Yellow Belt Training

• Black Belt Mentoring/Succession

• Data Driven Decisions
Creating an Environment for Performance Improvement
• How do senior leaders create an environment for performance
  improvement, accomplishment of strategic objectives, innovation,
  and organizational agility?

   • Goal Alignment

   • Business Process Management

   • Six Sigma Methodology

   • Total Accuracy for Service Quality (TASQ)
Total Accuracy for Service Quality - TASQ


• TASQ
   •   Best Practice
   •   It’s not the People it’s the Process
   •   Voice of the Customer
   •   Complaint Management System
   •   Process Improvement
   •   Support from Above
                                                    TASQ Process



                                                Quality
                                                                    Quality        Email copy to     Request
                                Form        Administrator
          Start                                                   Administrator     appropriate    follow up or
                              Submitted       imports to
                                                                    reviews          manager       action taken
                                            tracking sheet



                               Quality
                         No Administrator                    No    Escalate to
           Follow                              Follow
TASQ                                                                 Senior
            up?               requests          Up?
                                                                  Management
                               update
                  Yes                              Yes


                                                Update
        Move message           E-Mail                               Place sent                       Compile
                                             Branch/Dep                            Compile Top
       into Resolution      employee with                          message in                      monthly totals   End
                                             participation                         Picks Weekly
             file              update                             follow up file                   end of month
                                            tracking sheet
TASQ at Work
• Members want the ability to view pending transactions and holds
  while using online banking.
• Member asked about Visa gift cards- I sent them to Bank of
  America.
• Members are commenting that the P-O-S fee is expensive and
  unfair.
• Account was closed - ATM card was not captured
• The Accounting dept should have a central line so the phone is
  answered without having to call each extension to get a hold of
  someone.
• Member is upset because the new ATM machine at Riverside Avenue
  in the drive through is not user friendly and the members have to
  get out of the car to use the ATM machine because you can’t reach
  it. She states that it is dangerous to have to get out of the car.
Questions?

				
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