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Articles by W. Michael Scott

Business Intelligence: Hard Facts for Performance Improvement

Improvements are about more than adopting technological innovations.
September 25, 2012
W. Michael Scott
No Comments
Use business intelligence to identify shortcomings in your most fundamental activities.
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Scheduling ROI

Target Teller Time

Identifying and managing teller activities can increase productivity.
March 27, 2012
W. Michael Scott
3 Comments
Optimizing teller schedules can help CUs control branch operating expenses.
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Scheduling ROI
Workforce Utilization Part II

Calculate Your Scheduling ROI

Workforce utilization analysis helps CUs find opportunities to rein in labor costs.
February 24, 2012
W. Michael Scott
2 Comments
Failing to optimize workforce productivity leads to further squeezing of already tight margins.
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Workforce utilization

The True Cost of Poor Workforce Utilization

Survey reveals differences between high- and low-performing branches.
February 10, 2012
W. Michael Scott
One Comment
Relying too heavily on tellers to perform administrative tasks can reduce their productivity in other important measures.
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Reduce Call Center Hold Times

CUs struggle to balance member service and cost control.
April 25, 2011
W. Michael Scott
No Comments
For most CUs, the problem lies not with the call center metrics but with how management looks at them.
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May Cover

Credit Union Magazine

• May digital edition

May 2013

heroes

What's Popular

Popular Stories

Look into the Future of Finance

Scenes from FinovateSpring 2013

Scenes from the 19th Annual CUNA CFO Council Conference

Gladwell: CUs are David to Banks’ Goliath

Survey Says: Americans Lack Credit Score Knowledge

Recent Discussion

In remembering Warren, the first thing I think of was his smile. He was a gentle, caring man who always thought of others first. I was honored to be a part of the MiOpportinidad project with Affinity Credit Union, Warren and Miriam. His hard work and dedication to that project was inspirational. Warren so deserves this award.

The author really understands the credit union philosophy and I really enjoyed the analogy of his bathroom remodel. The only thing missing was pictures of the finished bathroom! :)

Thank you Phillip for showing the differences between a Big Bank that is only looking to sell you products and a Credit Union that actually looks out for its members needs. Great article!

I love and give a standing ovation to Ron Kase and to other caring people just as much as those who passed away on 2012 like Warren Morrow at Des Moines Iowa. He worked hard for those who are under-served an under-represented, but wasn't mentioned in your magazine. It may be beneficial for the entire world to know about his accomplishments no for his benefit, obviously, but to increase the number of positive and caring people and to add members the CU. Just ask Coopera Consulting at Des Moines Iowa about Warren Morrow's legacy.

That’s right Lisa. The servicing rule would not require a credit union to create its own policies and procedures if all aspects of the servicing are delegated to a sub-servicer. However, remember that the credit union will have to conduct due diligence on the sub-servicer to make sure it is following the minimum requirements for policies and procedures. Unfortunately, even those credit unions that use a third party servicer will need to have a working knowledge of the CFPB’s servicing rule.

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