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Since inviting its employees to "fix what bugs you," $59 million VA Desert Pacific Federal Credit Union {www.vadpfcu.org) has benefited from improvements ranging from the elimination of paper forms in many processes to a change in email extensions to make them easier to share.
"You don't need an outside expert to come in and recommend new efficiencies," contends Cindy Glessner, CEO and Certified Effectiveness Coach of the Long Beach, Calif., credit union with 4,600 members. "Your staff has all the genius you need."
The credit union's...