Vision Check

We launched an employee-led process called V-check (for vision check) to identify systemic contradictions between what we say and what we do. We focused on policies and procedures for lending and account opening for personal members and small-business lending. In most cases, the process identified that contradictions were not an issue but that we had some unclear policies and business decisions that led to opportunities for coaching, service improvement, and clarification. One change made as a result was expanding our clean air car loans to other vehicles, including bikes and used cars.