Building a Member Center of Excellence in 4 Easy Steps


Excellence, ten little letters that wield an impressive amount of power. Excellence can be defined as the best, as well as the best of the best. In the business environment, Centers of Excellence formally bring organizational strengths together to build a competency—in this case, member excellence.

A center of excellence is a (typically small) team of dedicated experts managed from a common central point,

The CoE is the team leading the exploration and adoption of new tools, techniques, or practices. Meeting cadence/time varies but is often quick and action-oriented.

For the Credit Union industry, who love their members, creating a member center of excellence is a natural fit.

The following four steps provide the framework for standing up the MCoE:

  1. Determine the internal support/readiness level. Determine the best timing for the implementation of an MCoE. The best practice is to align with short-term goals and realistic execution of the member story.

  2. Formulate strategy vision and game plan. The leadership should determine the scope and benefits of the MCoE. This should include identifying the corporate sponsor with the cross-organization influence as well as establishing key stakeholder adoption.

  3. Determine the team skills and expertise. Determining who will be members of the MCoE team starts with alignment to the specific initiatives generated from the member story. The team should also include cross-functional roles with the authority to implement decisions made by the MCoE. Evaluate the team members based on the skill sets required in theMCoE to ensure positions are filled appropriately.

  4. Create the project charter and operational structure. To complete the MCoE project charter, the leadership needs to create a set of preferred metrics, establish a design-thinking and spring-planning metric for each initiative, and define the reporting cadence of measurement metrics. Finally, leadership needs to determine the frequency of meetings, goals, agendas, and tasks to accomplish at each meeting.

The benefits of creating MCoE are powerful and impactful.

  1. Act as a new organizational approach to prioritize and facilitate successful delivery of member experiences initiatives.

  2. Prioritize member needs across individual teams and provide a consistent member experience across the value chain,

  3. Leverage knowledge cross-functionally

  4. Effectively deliver resources across the credit union to efficiently and effectively deliver member value.


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