Grass Roots to Special Forces: Developing a Toolset to Transform Performance at Elevations Credit Union

 

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At APQC's 2014 Process Conference, Carla Wolfe, senior business analyst from Elevations Credit Union, explained how Elevations moved from using tribal business knowledge to documenting and measuring over 200 business processes using APQC's Process Classification Framework (PCF) and other tools.

In this article, Wolfe revealed how Elevations built an enterprise process map and how the Elevations' collaborative use of software tools and process champions provided a platform for cross-enterprise engagement and cultural change. Wolfe also shared how the business process management (BPM) methodology is firmly ingrained in Elevations' operations and has become integral to their knowledge management discipline. Wolfe also revealed Elevations' use of process metrics and dashboards.

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