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