SSFCU launches no annual fee, high rewards power products

Security Services Federal Credit UnionSecurity Service Federal Credit Union (SSFCU) introduced a new credit card with an ultra-low variable APR of 6.49% and no annual fees Tuesday. It’s one of the credit union’s new Power products, which include a new checking account solution and two additional credit cards that feature rewards of up to three points for every $1 spent on gas, travel and dining; no annual or cash advance fees; and some of the lowest APRs in the market for rewards cards.

“We spent a great deal of time re-designing our new products around the feedback we received from our members,” said Jim Laffoon, president and chief executive officer of SSFCU. “They told us they wanted lower fees and better rewards. We delivered.”

In addition to 6.49% low APR card, SSFCU launched a reward card with no annual, balance transfer or cash advance fees; one point for every dollar spent and a low APR (starting at 12.75%). A second reward card is a high-end travelers card offering three points for every dollar spent on gas, travel and dining; one point per dollar on any other purchases; an additional annual points bonus of 10 percent on points earned; no annual, cash advance or balance transfer fees, 0% APR for the first six months and points bonuses for opening the account and using it. “It’s one of the strongest travel reward cards on the market right now,” added Laffoon.

With the new Power Checking and Power Youth Checking accounts, members can choose to get ten cents cash back on every debit card swipe or rewards points for signature-based transactions. The accounts feature no hidden fees, no minimum balance and an interest rate that grows with deposits. If members also hold a rewards-based credit card and they choose reward points on their checking account, SSFCU will automatically combine debit and credit card points, helping members rack up rewards even faster.

In an effort to combat fraud and increase security sooner rather than later, all newly-issued SSFCU Power credit cards will be EMV chip equipped starting in October 2014, with EMV-chipped Power debit cards rolled out in 2015.

“We wanted to offer our members in Texas, Colorado and Utah the choice of highly competitive financial products,” said Laffoon. “These new no annual fee options are great for members who are actively looking to lower costs and build rewards.” Earlier this year, SSFCU also rolled out a new Power Mortgage with no closing costs up to $5,000, no origination fee and low interest rates on both home purchases and refinances

Individuals must qualify for membership, but there are more than 2,600 different ways to join SSFCU. For more information, and for details on ways to qualify for membership, visit www.ssfcu.org or call 1-800-52-SSFCU.

Membership eligibility required. “Swipes” do not include ATM transactions, returns, any checks that access your account, or overdraft advances. The term “interest” refers to dividends. Security Service Power Checking is a Blended Rate Tier account, which means the dividend rate will only be paid on the portion of your daily balance within each Balance Tier. Rate is variable and may change after the account is opened. For complete rate and tier information, visit ssfcu.org. Visit a branch or ssfcu.org for details. Federally insured by NCUA.

APR = Annual Percentage Rate. Other rates may apply based on credit worthiness.
Power Travel Rewards Credit Card subject to credit approval and income requirements. Receive 10% annual point bonus on the points earned in one year with the Power Travel Rewards Credit Card. Annual bonus is calculated on anniversary date of account enrollment and credited to the account within 30 days. Annual bonus does not apply to transferred points, combined points from a Power Checking account, or rollover points from previous year. Please refer to the Security Service Federal Credit Union Rewards Program agreement for complete details. Introductory 2,500 bonus points offer applies when $500 is spent on card within the first 90 days of account opening. Upon meeting this requirement, bonus points will be automatically deposited into your account. The introductory 0% APR is only available on transactions performed within the fi rst 6 months of the account being opened. The 6-month 0% APR period for each category (i.e. purchases, balance transfers, and cash advances) begins on the date of the first transaction for that category and continues until the end of the 6th billing cycle of the fi rst transaction for that category. Restrictions apply. Please refer to the Credit Card Rate Agreement for current balance transfer rates and complete details.

Power Mortgage offer does not cover mortgage insurance, seller paid closing costs, discount points, or pre-paids & reserves. The program is not valid for FHA or VA loans. If loan is closed or paid off within first 36 months of the term, member may be required to reimburse all or some of the closing costs paid by Security Service. Financing available for properties in Texas, Colorado, or Utah only.

About Security Service Federal Credit Union
Security Service Federal Credit Union offers competitive, affordable financial products and services designed to meet the needs of its members. Headquartered in San Antonio, Texas, Security Service is an industry-leading financial institution with $7.9 billion in assets and 70 locations in Texas, Colorado and Utah. The credit union is among the top 10 credit unions in the nation. Security Service strives to be America’s best credit union and provides the true benefits of credit union membership with financial services of the highest quality and value. Learn more at www.ssfcu.org or call 1-800-52-SSFCU.

 

Broadway Bank: So what season is it?

BroadwayBank_Logo_tagKyle - Headshot - Casualby Kyle Gubernator, Broadway Bank Wealth Management Division 

Several years ago, with our boys starting elementary school, my friend, Mike, proudly shared his son’s response to a recent test question. The question asked students to name the four seasons.  Chad’s response was dove season, quail season, turkey season and deer season. To this day, I don’t understand how a teacher could mark the answer wrong, and my only criticism is that Chad didn’t include a reference to antelope, javelina, pheasant, geese and duck seasons in the margins.

In Texas, dove season is a month old and most of the other seasons are so close at hand that minds are wandering and work productivity is already declining. While Texas boasts three of the top ten largest cities in the United States, we still have one foot firmly rooted in hunting and outdoor recreation. We do things in a big way in Texas and the statistics prove this out.  We have the highest number of white-tailed deer in the nation, between 3.3 and 4 million.  We also have the highest deer harvest, around 550,000 annually. In 2012, outdoor enthusiasts purchased 2.58 million hunting, fishing or combined licenses, generating $86.2 million in revenues. The impact on the Texas economy is even greater, estimated between $2 and $4 billion.

The Real Estate Center at Texas A&M University reported more than 5,000 rural land transactions in 2012 with landmark prices occurring in 2012 and into 2013.  Not surprising, most of these properties were purchased for recreational use, which in Texas is synonymous with hunting.  Equally impressive is that hunting lease rates continue to increase with rent eclipsing the $15-per-acre mark becoming increasingly common. So what is it that drives hundreds of thousands of hunters to the woods, brush, fields, plains and marshes each fall?  Part of the answer lies in both the abundance and the quality of the quarry that we hunt.  However, from my perspective, the real answer is more subtle and deeper rooted.

Hunting bonds us to nature, our family and our friends. It renews us after a long week of work, provides an outlet for our stresses and distractions, and stirs the memories of shared moments.  I started hunting with my dad when I was 6 years old.  The mornings always started at 4:30 a.m. and I remember the sound of his voice urging me to get up, the smell of the Texas Hill Country at dawn, seeing my breath pasted against a rising sun in the cold fall air, my dad’s steady hand when I was overcome by buck fever, and sleeping with my head on his lap as we drove home in our 1960 GMC truck on Sunday night.

My kids are grown now, but some of our greatest memories are those we made at the deer lease.  We have logged hundreds of hours staring trance-like into the mesquite embers of our fires, all the more memorable with the aroma of peach cobbler baked in a Dutch oven.  Both of my kids learned to drive by age 10 and barely big enough to reach the clutch in my 39-year-old GMC pickup, “Old Blue.”  They too, have the memories of the smell of early morning in the brush country, the sight of their breath hanging in the winter air, the unexpected heart rate when a rutting whitetail buck steps from the brush, and falling asleep exhausted and content at the end of the day.

The great outdoors and hunting have been a consistent gift and teacher during my lifetime.  Almost by definition, the conveniences are fewer and the hardships are greater. This is where practical life lessons like changing a flat tire, starting a fire and hard work come in greater quantities for kids.  This is a place where you learn respect for life and one another,  where friendships grow deeper and memories are made. My dad told me when I was young, “remember, always go for the trip, and anything you bring home is just extra.”  His message is just as accurate today as it was then.  We are blessed to have some of the nation’s best hunting opportunities, but it is the bond to nature, our heritage, family and friends that stirs us this time of year.  The wonderful thing about my own experiences is that they are duplicated countless times by others each season—those with whom I share a common bond and heritage, hunters.  As I wonder what this season will have in store for me, I also wonder, “what is your favorite season?”

Kyle Gubernator,
Native Texan
Lifelong Hunter and Outdoorsman
Senior Vice President and Department Head of the Real Estate/Farm & Ranch Group
Broadway Bank Wealth Management Division

Contact Kyle if you would like to share your own outdoor experience or visit with him about how Broadway Bank might help manage your family’s or your farm or ranch property.

About Broadway Bank
Headquartered in San Antonio, Broadway Bank was founded in 1941. It has evolved from a small neighborhood bank into one of the largest independently owned banks in Texas. Today, Broadway Bank continues to function as a family-owned and operated financial institution. Broadway Bank offers a full range of sophisticated financial services, including personal banking, private banking, military banking, business banking and wealth management. With $3 billion in total assets, the highly rated Bank operates 40 locations in San Antonio, Austin and the surrounding areas. Visit the Broadway Bank website at broadwaybank.com for more information.

DeZavala Financial Center celebrates Family Fun Day

Frost BankFB - Photo Petting Zoo DeZavala CALENDAR POSTING PHOTOFrost’s DeZavala Financial Center will host a Family Fun Day on Saturday, September 13, from 9:00am – 12:00pm, where guests can enjoy a number of family-friendly activities. A petting zoo will be on site with visiting ducks, chickens, goats, pigs, and rabbits for the children to pet and feed. A balloon twister will entertain the children while Aspen’s Brew gets the morning started right with freshly brewed coffee and pastries. If guests are still hungry they can look for the famous Chick-fil-A Cow, who will be on hand with party trays and refreshments. The event wouldn’t be complete without a live performance from the Clark High School Band. While enjoying the festivities, guests can enter for a chance to win a $100 Visa gift card, compliments of Frost. Lastly, Frost encourages guests to take advantage of the child ID kits and fingerprinting that will be on hand during the event. The event and activities are free and open to the public.

Saturday, September 13th
9:00am – 12:00pm

DeZavala Financial Center
13226 Vance Jackson
San Antonio, Texas 78249

* Free and open to the public.

About Frost Bank
Frost is the banking, investments and insurance subsidiary of Cullen/Frost Bankers, Inc. (NYSE: CFR), a financial holding company with $24.7 billion in assets at March 31, 2014. One of 24 banks included in the KBW Bank Index and a top-50 U.S. bank by asset size, Frost provides a full range of business and consumer banking products, investment and brokerage services, insurance products and investment banking services to businesses and individuals  in the Austin, Corpus Christi, Dallas, Fort Worth, Houston, Permian Basin, Rio Grande Valley and San Antonio regions. Founded in 1868, Frost has helped Texans with their financial needs during three centuries. For more information, visit www.frostbank.com.

 

Broadway Bank invests in the safety and security of Seniors

Broadway Bank logoLocal senior residents at Granada Homes Apartments in downtown San Antonio enjoyed a lot of special attention on August 20th as Broadway Bank announced an investment in the Senior Housing Crime Prevention Foundation aimed at making their home more secure.

Check PresentationBroadway Bank made a $1 million investment in the preferred stock of the Senior Housing Crime Prevention Foundation. A portion of the interest earned on that preferred stock is used to fund the Senior Crimestoppers Program at Granada Homes. Broadway Bank and Senior Crimestoppers made the announcement, flanked by McGruff the Crime Dog, local Crimestoppers and the San Antonio Police Department, “Senior Crimestoppers is a way for an administrator to further enhance the lives of the residents they serve. They all work very hard to provide safe, secure, comfortable living environments and their desire to implement the program is just one more example of this. Implementing this program does not mean that the facility currently has a crime problem, but that the administrator is proactively finding a way to keep problems from occurring in the future,” said Terry Rooker, president of Senior Crimestoppers.

 

Senior Crimestoppers is a coordinated set of components that work together to create a zero-tolerance-to-crime platform in senior housing facilities. This includes personal lockboxes for the residents, cash rewards up to $1,000 paid anonymously for information about wrongdoing of any kind, and effective, on-going education and training for staff members and residents. Senior Crimestoppers has reduced all aspects of crime in participating facilities by 94%.

 

“Broadway Bank is grateful for the commitment Senior Crimestoppers makes to protect the elderly residents in our local communities,” said Jim Goudge, Broadway Bank president and CEO. “Through our partnership with Senior Crimestoppers, Broadway Bank aims to support the mission of the Senior Housing Crime Prevention Foundation to provide the residents of Granada Homes with a safe and secure living environment.

 

About Broadway Bank
Headquartered in San Antonio, Broadway Bank was founded in 1941. It has evolved from a small neighborhood bank into one of the largest independently owned banks in Texas. Today, Broadway Bank continues to function as a family-owned and operated financial institution.  Broadway Bank offers a full range of sophisticated financial services, including personal banking, private banking, military banking, business banking and wealth management.  With right at $3 billion in total assets, the highly rated Bank operates 40 locations in San Antonio, Austin and the surrounding areas.  Visit the Broadway Bank website at
broadwaybank.com for more information.

 

 

Broadway Banker proves it’s never too late, graduates and takes home service award

BroadwayBank_Logo_tagIt takes a savvy, confident and fearless leader to run the Broadway Bank Care Corps, a boots-on-the-ground volunteer battalion, which sets the standard for community service in San Antonio. It takes Jeannette Flores Westbrook, Broadway Bank senior vice president, community reinvestment. Under her leadership Care Corps has already served in 45 charitable projects for 2014, setting the pace for topping the 130 served in all of 2013. With grit and determination, Flores Westbrook does as she says. She serves on the board of Dress for Success, Communities In Schools, Project Quest and volunteers regularly with Habitat for Humanity and the United Way VITA program. Above all, it is her leadership at Broadway Bank that is improving the quality of life for so many people in the local communities.

Jeannette Flores Westbrook General R. L. Herring Award“It takes all of us in San Antonio and even our outlying communities to make a difference. The Care Corps proves this every time they take on a project,” said Flores Westbrook. “Our employees who make up the Care Corps are community-spirited and very generous with their time and talent,” she added.

The Care Corps is her brainchild—an idea she made a reality in 2004 as another way to achieve the goals of the Broadway Bank community reinvestment office which she heads. It has grown ever since, with almost 60 percent of Broadway Bank employees serving on the Care Corps and frequently bringing along family members and friends in accomplishing the mission.

“Jeannette has taken a brilliant idea and put it into action to accomplish so much good for our community and in the process has fostered the culture of dignity, respect and love of neighbor that permeates the Broadway Bank experience,” said Jim Goudge, chairman and CEO of Broadway Bank. “We know that the Broadway Bank founding principles of giving back to our community are in the right hands.”

In 1974, at age nineteen, Flores Westbrook accepted a job as a teller for Broadway Bank and has her own unique story that is only possible because of an organization and environment that empowers and develops human capital with extreme premeditation. She stepped in as a secretary for an employee who had gone on maternity leave and from there she shot up in the organization taking advantage of training opportunities and graduating from banking schools.

“I have been blessed to be part of the Broadway Bank family who has a genuine commitment to the community,” she said.

Celebrating 40 years at Broadway Bank represents a major milestone only a select few attain. It is a testament to her loyalty and perseverance and it’s these characteristics that propelled Flores Westbrook to achieve one other life-changing milestone in 2014. On June 27, she walked the stage, graduating with honors, at Wayland Baptist University and while she never considered herself an ordinary student, the university considered her an extraordinary student. Along with her coveted college diploma, Flores Westbrook was awarded the General R. L. Herring Award as the outstanding graduate majoring in human services who has demonstrated a dedication to advancement in their career, education, faith and helping their fellow man—all values that embodied the life of Herring.

“I hope that through finishing my degree, I can really encourage and inspire young girls and other women. It is never too late,” said Flores Westbrook. “The value a college education adds to your life is immeasurable,” she added.

With tears in her eyes, she reflects on the meaning of this accomplishment, “My 89-year-old mother, along with the rest of my family and friends, was there to see me graduate.”

About Broadway Bank
Headquartered in San Antonio, Broadway Bank was founded in 1941. It has evolved from a small neighborhood bank into one of the largest independently owned banks in Texas. Today, Broadway Bank continues to function as a family-owned and operated financial institution. Broadway Bank offers a full- range of sophisticated financial services, including personal banking, private banking, military banking, business banking and wealth management. With more than $2.9 billion in total assets, the highly rated Bank operates 40 locations in San Antonio, Austin and the surrounding areas. Visit the Broadway Bank website at broadwaybank.com for more information.

Security Service FCU breaks ground on new location at Rolling Oaks

Security Services Federal Credit UnionSecurity Service Federal Credit Union (SSFCU) has broken ground on a new branch, moving its Rolling Oaks Mall location to a freestanding SSFCU pad site in close proximity to the mall. The new branch, located at 6907 North Loop 1604 E, is expected to open in 1Q 2015 and features 4,800 square feet of interior space with seven private offices, safety deposit boxes, four drive thru lanes and a drive up ATM.

SSFCU exteriorJohn M. Neugebauer is the architect on the project. Jordan Foster Construction is general contractor.

“Developing this new branch allows us to provide greater visibility and easier access, as well as bring to members the added convenience of drive thru lanes and a drive up ATM,” said John Worthington, SSFCU’s executive vice president. “A continuation of our commitment to our members and community, this expanded location has been designed with their needs and expectations in mind and will offer the broad range of products and services they expect from Security Service.”

SSFCU has 70 branches in Texas, Utah and Colorado; 24 are in San Antonio.

About Security Service Federal Credit Union
Security Service Federal Credit Union offers competitive, affordable financial products and services designed to meet the needs of its members. Headquartered in San Antonio, Texas, Security Service is an industry-leading financial institution with $8 billion in assets and 70 locations in Texas, Colorado and Utah. The credit union is among the top 10 credit unions in the nation. Security Service strives to be America’s best credit union and provides the true benefits of credit union membership with financial services of the highest quality and value. Learn more at www.ssfcu.org or call 1-800-52-SSFCU.

Security Service Federal Credit Union receives best practice recognition from Credit Union Direct

Security Services Federal Credit UnionSecurity Service Federal Credit Union (SSFCU) has received a Best Practice Award in the category of Business Development from CU Direct (www.cudirect.com), the nation’s leading provider of lending, automotive and strategic solutions to the credit union industry. The award was presented during the Credit Union Service Organization’s (CUSO’s) annual credit union lending and marketing conference, held in May in Las Vegas, Nevada.

The proven sales philosophy for SSFCU’s indirect lending department has evolved into a sales-centric culture focused on delivering superior service throughout the application, decision and funding process. For example, SSFCU’s indirect lending department can receive an application, underwrite the loan, receive the loan package, process and fund the loan the same business day, all in a paperless environment.

“Our success lies behind the fact that our business model is both sustainable and replicable, contributing to our ongoing growth,” said Charles Goss, SSFCU’s executive vice president and chief lending officer. “We spend a lot of time training and coaching our loan officers in their communication skills. This leads to our being better able to assess and address dealer needs, as well as accurately identify trends, both negative and positive.”

“We greatly appreciate the work and dedication our credit union partners put into their lending programs,” stated Tony Boutelle, president and CEO of CU Direct. “Their accomplishments provide insight to the strategies and best practices that will contribute to the overall success of our credit unions’ loan programs.”

SSFCU has made significant strides in service capabilities to both dealer customers and members acquired through indirect lending channel.  This, in combination with targeted product offerings, has resulted in excellent growth for the credit union.  With the focus centered on developing new and enhancing existing dealer relationships, indirect lending booked $2.2 billion in 2011, $2.67 billion in 2012 and $2.9 billion in 2013.  During the first four months of 2014, $1.054 billion has been funded, compared with the first four months of 2013 of $840 million.  The credit union recently passed the $5 billion mark in indirect auto loans.

“According to the most recent reports, SSFCU funds one out of every four cars within the San Antonio area,” said Danny Lane, vice president, indirect lending. “We see our business growing steadily since our expansion into Colorado and Utah.”

About Security Service Federal Credit Union
Security Service Federal Credit Union offers competitive, affordable financial products and services designed to meet the needs of its members. Headquartered in San Antonio, Texas, Security Service is an industry-leading financial institution with $7.9 billion in assets and 70 locations in Texas, Colorado and Utah. The credit union is among the top 10 credit unions in the nation. Security Service strives to be America’s best credit union and provides the true benefits of credit union membership with financial services of the highest quality and value. Learn more at www.ssfcu.org or call 1-800-52-SSFCU.

Broadway Bank announces new employees and promotions

Jonathan Pina-2014

W. Jonathan Piña joins Broadway Bank as a vice president, business banker II in business banking. He has 15 years of experience in the financial industry in commercial lending, business banking, private banking and credit. He has a Bachelor of Business Administration in finance from Loyola University New Orleans and is a graduate of Central Catholic High School. He served on the Val Verde County Hospital District Board and as a finance committee member at Sacred Heart Catholic Church. He also was a member of the Del Rio Rotary Club and the Del Rio Knights of Columbus. Piña is a member of the Loyola University New Orleans and the Central Catholic High School alumni associations.

SONY DSCElizabeth Hetrick, senior vice president, who has been with Broadway Bank since 2011, has been promoted to Wealth Advisor Team Manager in the Wealth Management Division. She has 18 years of experience in estate planning and trust and estate administration, amassed through work in the financial industry, as a staff attorney in Bexar County Probate Court and in private practice. Hetrick serves on the board of directors of The Ecumenical Center for Religion and Health and the board of governors of the San Antonio Estate Planners Council. She has Bachelors of Arts in management and marketing from Texas A&M University and a Master of Business Administration from St. Mary’s University and a Doctor of Jurisprudence from St. Mary’s University School of Law. She also earned the Certified Trust and Financial Advisor (CTFA) credential from the American Bankers Association.

E_Kempf-2014Emily Kempf has been promoted to assistant vice president, treasury management sales officer. She has 16 years of banking experience and has worked as the banking services manager at the Broadway Bank San Marcos Banking Center since 2013. Kempf is pursuing a Bachelor of Applied Arts and Sciences in leadership and management at Texas State University. She is active in both the Kyle and San Marcos chambers of commerce and serves on the Broadway Bank Care Corps Committee, volunteering at various non-profit organizations in the local communities.

 OLYMPUS DIGITAL CAMERAVicki Siluk-Aguilar has moved to the Broadway Bank Alamo Heights Banking Center as vice president, market manager, following seven years as the JBSA-Randolph Banking Center market manager. She is a familiar face, having begun her career at the Alamo Heights Banking Center as banking services manager. Siluk-Aguilar also has served as the banking services manager at Broadway Bank’s Huebner and Main Banking Centers. She has been with Broadway Bank 11 years and has more than 35 years of banking experience.

About Broadway Bank
Headquartered in San Antonio, Broadway Bank was founded in 1941. It has evolved from a small neighborhood bank into one of the largest independently owned banks in Texas. Today, Broadway Bank continues to function as a family-owned and operated financial institution. Broadway Bank offers a full range of sophisticated financial services, including personal banking, private banking, military banking, business banking and wealth management. With more than $2.9 billion in total assets, the highly rated Bank operates 40 locations in San Antonio, Austin and the surrounding areas. Visit the Broadway Bank website at broadwaybank.com for more information.

Generations Federal Credit Union opens two additional branches in area H-E-B stores

generations fcu logoDue to the success of its current five partnership locations, Generations Federal Credit Union has announced it has opened two additional branches in area H-E-B Grocery stores located at 9900 Wurzbach (IH-10 at Wurzbach) and 10660 West FM 471 (1604 and Culebra).  The 74-year-old credit union will celebrate the Grand Opening of the Wurzbach branch on Thursday, July 24 and the Culebra Branch Grand Opening on Thursday, July 31.  Mix 96.1’s Russell Rush will be on hand at both events to keep the festivities going.

“For today’s consumer, banking is all about convenience and access. To remain relevant in today’s competitive environment, financial institutions must meet and exceed those needs,” said Christine Voigt, Chief Operations Officer at Generations Federal Credit Union.  “Partnering with H-E-B on our current locations has surpassed our expectations and projections. Not only are the branches turn-key in comparison to stand-alone branches, but they also allow us to directly connect with our members where they live and work.”

At the grand opening events, Generations will be giving away a total of eight (8) HEB gift cards worth $1,800 each.  To be eligible to win, participants must visit one of these two new branches, open a consumer or business checking account, or mail an entry.  The promotion will run until Thursday, July 31 and additional information and official sweepstakes rules are available here.

All Generations H-E-B retail locations are full-service branches where members and potential members can open accounts, request debit cards and apply for loans, among other services.

Branch hours are Monday through Friday from 10 a.m. to 6 p.m., and Saturday from 10 a.m. to 4 p.m.  Anyone who lives, works, worships, volunteers or attends school in Bexar County, as well as family of current members, are eligible for membership.

“Generations takes a very tailored approach to banking; we have never subscribed to the one-size fits all theory when it comes to financial services. Whether it’s personalized service or customized products, we believe that making a difference daily in the lives of our members means going above and beyond, every time, every day,” concluded Voigt.

About Generations FCU
For nearly 75 years, Generations Federal Credit Union has been an advocate of financial growth and development within the community, offering award-winning financial education classes, as well as products and services that truly make a difference.  Generations strives to be a trusted advisor, offering personal attention that provides members with the financial skills they need to be successful.  Their tailored approach to banking enables them to deliver personalized service for both businesses and consumers.

Broadway Bank: Everything is a process

BroadwayBank_Logo_tagOLYMPUS DIGITAL CAMERAArticle by John A. Wood
Broadway Bank Senior Vice President
Process Improvement Coordinator Finance

Better … faster … cheaper … are common objectives for businesses that understand that long-term success and survival depends on their ability to achieve continuous improvement. When we get down to it, “everything is a process.” It’s often a challenge to understand or recognize the larger processes involved in completing a project. Instead we focus our attention on discrete acts and moments to get through the task at hand in order to move on to the next one. This is a survival method for those who just see the overwhelming number of tasks that must be completed. However, seeing the big-picture process helps us prioritize or even question the need for theses various tasks.

Preparing a meal, conducting a financial transaction or building a piece of equipment each require a series of steps that produce a product, service or desired outcome. We must determine if the process produces desirable results and then we can see how changes in process steps can affect and/or improve the final output.

So, who determines if the process outputs are desirable? If I am the only person who eats the meal I prepare, then I decide if the process of making it was successful. However, if I’m the chef at a five-star restaurant, then my customers make that determination.

Most small and large businesses are aware of their various processes, but they may not understand the true quality of their process outputs. If they do not understand where process quality occurs, they cannot determine which process steps to improve or modify to achieve the greatest positive gains.

The optimal “process for managing our processes” would include the following steps:

1. Define the process — What is the overall output we are trying to achieve? For example, an auto mechanic might define the completion of his overall process by saying the output is a repaired vehicle.

2. Define the process steps — For vehicle repair, the steps might include: 1) receive a vehicle, 2) diagnose a problem, 3) order needed parts, 4) replace those parts, 5) rerun diagnostics, 6) collect payment, and 7) deliver the finished vehicle.

3. Define the quality standards of the process — What are the “critical to quality” (CTQ) elements of the process output? An auto mechanic might determine that passing a final diagnostic test indicates a satisfactory process outcome. But, is he the one who ultimately determines the quality of the process? What if the repair is made using substandard parts that won’t last long? What if the car is returned to its owner with grease stains on the upholstery? What if the repair took too long to complete?

4. Adjust or improve process steps to achieve the desired outcome from the perspective of the ultimate customer — The mechanic might want to consider changing the step where parts are ordered, or using a protective covering on the upholstery or revising the scheduling step so repairs are completed in a timely manner.

The steps in this example are simplistic. They don’t consider that various constraints like budgets, legal requirements and culture will possibly impact our work. But understanding how our efforts are part of a larger process will both help us take advantage of opportunities and deal with constraints.

Businesses need to understand their primary processes and whether those processes truly achieve the best quality outcomes in the eyes of their customers. Only then can they achieve the ongoing improvement that is so critical to their long-term success!