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Performance and Operational Excellence

Exploring and excelling in progressive management practices and operational behavior.

Check out Filene's recent research report: Scaling Up Credit Union Excellence, inspired by ideas presented in the book Scaling Up Excellence: Getting to More Without Settling for Less, by Robert Sutton and Huggy Rao. Below is a brief audio clip of Filene Fellow, Huggy Rao, explaining the premise of the report.

Listening to Excellence

An audio exploration to help kindle excellence in your organization.

Headed by Filene Fellow Huggy Rao, the Center for Performance and Operational Excellence will work on scaling the credit union model so that more consumers can benefit from cooperative finance.  Some planned research activities include:

Knowledge Sharing: Mechansims to foster the flow of ideas among credit unions to ensure that mistakes are not repeated, and innovations are spread.

The first output is expected to be completed later this year.

Service Delivery Excellence: Challenges of creating customer-focused cultures.

Mark Meyer, CEO of Filene, joined Barbra Lowman and Mark Sievewright of Fiserv to announce sponsorship of the research center on September 14th at Forum, held in Phoenix. Read it.

“Fiserv decided to support this effort because performance and operational excellence are key factors in the future success of all credit unions.”

- Barbra Lowman, SVP Account Processing Solutions of Fiserv

Filene Fellow

Performance and Operational Excellence

Hayagreeva “Huggy” Rao

Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford University

Center Host

Stanford Federal Credit Union

Research Council

Patty Campbell, Christian Financial CU

Bob Morgan, NorthCountry Federal CU

Joan Opp, Stanford Federal CU

Kent Oram, Idaho Central CU

Jason Osterhage, Alliant CU

Ryon Packer, Fiserv

Gary Perez, USC Credit Union

Brooke Van Vleet, St. Helens Community Federal CU

Mitchel Chilcott, North Peace Savings & CU

Additional Information

The Center for Performance and Operational Excellence is just one of five Centers of Excellence Filene Research Institute has launched. Designed to meet the changing needs of credit unions and their members, Filene’s Research Centers explore topics critical to the future of consumer finance.

In the News

Fiserv to Sponsor Filene Center of Excellence