Branch problems are the PITs

One credit union’s process improvement team tackles inefficiencies and problems. Up now? The future of the branch.

The training department at Community First Credit Union Of Florida ($2.0B, Jacksonville, FL) operates a centralized portal through which staff at the north Florida cooperative can submit requests to update procedures. Three years ago, though, the credit union had an epiphany about the portal.

“There’s a difference between a procedure update and a process improvement,” says Jimmy Lovelace, the credit union’s senior vice president of member experience.

A procedure update, for example, might edit step nine in a 10-step sequence. A process improvement reconsiders why there are 10 steps at all.

With that understanding, the credit union established a process improvement team (PIT). The cross-functional team — which includes Lovelace and the credit union’s head of HR, with department heads rotated in — tackles employee suggestions for how to improve internal processes across the organization.


continue reading »