Process Improvement

Improvements in credit union quality, revenue enhancement and cost reduction may be achieved in many ways.  However, one “tried and true” approach is a structured process improvement methodology.  Many organizations worldwide have adopted the training and commitment to make continuous process improvement a reality.  However, many organizations still rely on “traditional” approaches to process improvement:

• Direct managers to improve a process.
• Wait till there is a problem – fix the problem (but probably not the underlying cause).
• Expect employees to improve it.
• Hire “outside experts” to improve it.
• Form a committee to improve it.
• Assign it to a “project manager”.

• Create an environment where improvement is encouraged and rewarded.
• Train and focus departmental teams on process improvement.
• Train team leaders how to improve a process.
• Measure quality

By adopting a structured, continuous improvement program, credit unions have realized huge benefits:

• Improved quality (timeliness, accuracy, productivity).
• Reduced costs.  In general, improving quality does not increase costs.  Quite the opposite, numerous cost reductions are realized.  Errors are reduced (and the costs to fix them), un-needed process steps eliminated, inspection costs done away with, and time saved (which eventually reduces labor costs).
• Revenue enhanced.  Improve cross-selling and learn how to turn complainers into your best credit union members.