Elevating Excellence

Abstract:Elevations Credit Union (ECU) became a Malcolm Baldridge National Quality Award recipient in 2014, and was the first credit union to do so. CEO Gerry Agnes explains that the struggle to improve every aspect of the company started in 2009 and culminated in receiving the Baldridge award in 2014. However, the company still strives for overall improvement using the many processes set up from 2009 and on. ECU saw tremendous improvements to its growth between 2009 and 2014, and doubled its capital of $63.5 million made over 55 years into $150 million from 2009 to 2014. ECU took steps to change the widely-hated operating system used, to employee training with simulations rather than on credit union members, normalized written processes, and incorporated many monthly meetings where all topics and issues could be discussed and solved …

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