Organizational Results
2004 - 2015
ASSETS
2009 – 2015
+74%
• 51% reduction in time
from loan application to
funding
Member
Member
NET Loyalty
WORTH
Loyalty
2009 – 2015
+101%
Member
Member
Centricit
Centricity
y
High High
Financial
Performance
Financial
Performance
Sustainability
Culture
EMPLOYEE
Sustainability
Culture
ENGAGEMENT
2009 – 2015
+19%
MEMBER LOYALTY
2010 – 2015
+29%
• 60% reduction in time
from loan application to
funding
• 71% increase in loans
handled per
underwriter
4
APQC = BPM Foundation
Why APQC matters to us:
• We had no idea where to begin
• Helped us align our organizational work with value stream concepts and
proven work in Performance Excellence
• Helped us teach the organization where we were trying to go
5
APQC Framework + Internal Assessment
= Got Process?
2
6
2