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 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 growth 7% 1% 2004 thru 2008 Peer Group AverageElevations CU 3% 1% 2004 thru 2008 Peer Group AverageElevations 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 growth Annual Growth Rate of Capital Peer Group AverageElevations CU 7% 13% 2009 thru 2013 Annual Growth Rate of Members Peer Group AverageElevations 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 320 processes documented & linked in Blueworks Live 1,000 governed knowledge assets sourced from Blueworks Live 40 trained facilitators

Some Results from our BPM Initiative

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 “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