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Creating Member-Centric Organizations

What if one day you dropped all the rules and encouraged employees to do ‘what is right for the member’? What if that meant they could change rates, approve loans for anyone, and solve complaints however they wanted? And what if, as a result of the move, your delinquencies actually went down, and your productivity and profitability rose?

Then you’d be working at Affinity Plus FCU. Harvard Business School professor shares insights on why Affinity Plus ditched the old playbook and how radical empowerment (infused with careful hiring) has turned the credit union into a system leader.

The attached presentation was originally given to Filene member credit unions at the Filene’s annual meeting in San Antonio, June 20, 2011. You must be logged into the site to download the file

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