Operational costs increase every year, while the shape of the yield curve is undesirable. Today credit unions are not just concerned with sustainability but survival. A central strategy to offsetting downward market pressures has been improving operational efficiency. This strategy goes well beyond just head count reduction as a way to control expenses. During this webinar, based on Filene research, you will:

• Discover how to measure and reduce operational expenses
• Learn ways to improve product profitability
• Explore how to capture more market share through improved member experience
• Understand how to define and measure operational efficiency at your credit union
• Walk away with immediate action plans to identify improvement opportunities

Just like in face-to-face classes, CUNA Webinars allow you to see and hear a presentation, ask questions of the instructor, and refer to handouts. You need only a speakerphone and computer with Internet connection. With a computer projection screen, it's easy to provide this training to a whole roomful of staff! When you register for an event, the connection information will be e-mailed to you 24-48 hours before the event. If you are registering for an event the day it is being held, please call 800-356-9655, ext. 4249 or e-mail training@cuna.coop for assistance.

Did you know...in addition to attending this event live, your tuition includes six months of unlimited access to the archived (recorded) event within 48 hours of the live event for your entire credit union. See the archived events available to you and your credit union.

CUNA Webinars use Adobe Connect to provide an interactive and convenient online learning environment. Whether you are a first time Adobe Connect user, or simply need a refresher, take a short tour. You'll learn how to effectively interact with the presenter and your peers during live webinars.

Can't attend at this time? Click here for the archived version.

This webinar is designed for board members, management and operational staff.

Affiliation with CUNA/League is required for attendance.

Sheila Shaffie
For over 10 years, Sheila held leadership positions in quality and process management at three General Electric businesses—Plastics, HealthCare and Capital. As the cofounder of ProcessArc, a Lean and Six Sigma training and consulting firm, a sample list of her clients includes: GMAC, Associated Bank, US Bank, Guaranty Bank, Thomson Reuters and Allied Capital. She has a proven track record in launching global quality initiatives, Six Sigma process refinement and delivering quantifiable customer satisfaction. As the director of quality, she pioneered the use of Lean and Six Sigma at GE Capital’s transactional environment. Her efforts led to an 80% improvement in customer service level. Sheila honed her Six Sigma, Transactional Lean, Change Management and Kaizen skills by closing out over 250 Six Sigma projects and delivering $90 million in cost reduction. In her career at GE, she trained and led over 100 Six Sigma Green Belts and Black Belts globally. Sheila holds an MBA from the University of Chicago and a BS in chemical engineering from the University of Waterloo. She is GE Six Sigma Green Belt, Black Belt and Master Black Belt certified. She has received additional training in GE’s Technical Leadership and Management Development Programs, as well as Change Acceleration Process (CAP) and CAP Facilitation.



Shahbaz Shahbazi
Prior to launching ProcessArc, Shahbaz was a leader in General Electric’s Global Six Sigma Quality organization focused on strategic business growth. As an expatriate based in Paris, France, he reformulated a sales and pricing strategy for a $250 million market and streamlined the commercial launch of new products. He has also led global customer satisfaction initiatives. As the cofounder of ProcessArc, he has helped institutions like RW Baird, BETA systems, Industrial Bank, Wauwatosa Savings Bank and Metavante launch Lean Six Sigma in their respective organizations. In his career he has trained and mentored over 90 Lean Six Sigma Green Belts and Black Belts globally. Shahbaz has authored over 40 strategy reports on product development and advertising techniques. He has received professional education in Transactional Lean Methodology, CAP, Import/Export Practices and GE’s Leadership Essentials. Shahbaz holds an MBA from Rensselaer Polytechnic Institute, a master’s in public policy from the University at Albany and BAs in French literature and Middle Eastern history from the College at Oneonta, State University of New York. He is Six Sigma Green Belt and Black Belt and Master Black Belt certified.

The last day for cancellations was February 7, 2012. Substitutions are accepted anytime prior to the start of the program at no additional cost. Simply fax event and contact information, listing the new participant and who they will be replacing. Cancellation fees do not apply for free or complimentary programs.