Mar 14 2017

Scaling Up Excellence

Spreading excellence is increasingly vital to credit unions’ sustainability and success. We asked credit union leaders to read Sutton and Rao’s Scaling Up Excellence, and consider its insights for broadening organizational excellence. Their discussion provides actionable insights that leaders can use today.

Listening to Excellence

An audio exploration to help kindle excellence in your organization.

Huggy Rao, fellow at Filene's Center for Performance and Operational Excellence, and co-author of Scaling Up Excellence: Getting to More without Settling for Less, voices his perspective on the benefits of these seven scaling mantras for your credit union.

Filene thanks its generous sponsors for helping to make this research possible.

Andrew Downin
Andrew Downin
Manager of Product Development
SchoolsFirst Federal Credit Union
Report Number 427

Executive Summary

Throughout your credit union, there are departments, branches, and staff that are quietly and competently creating and delivering excellence. What could your credit union achieve if you could pinpoint those sources of excellence and replicate them throughout your organization? According to Robert Sutton and Hayagreeva “Huggy” Rao, this question torments every organization leader, who describe it as the biggest obstacle to building a customer-focused organization. Spreading excellence is a key step toward effective scaling, and scaling is increasingly vital to credit unions’ sustainability and success. The topic of sustainability is, of course, critically important to credit unions and one that Filene is working to address through our new Center for Performance and Operational Excellence, which is headed up by Filene Fellow Huggy Rao.