The friendly skies teachable moment: Treat all members like your mother!

first_imgThe recent United Airlines Customer Treatment Debacle should be looked upon as a teachable moment for all customer/member service organizations.United s overbooking of passengers and their subsequent mishandling of the situation will cost their company millions in legal and future revenue not to mention the image killing brand the company must now remake to rebuild trust with the American public.United violated the cornerstone mantra of any exceptional consumer organization:The Customer (in our case Member) is King & Queen!Consumers and our credit union members are the lifeblood of any organization and they should be treated with respect and dignity.Consumers have the choice, access, and resources going for them so thinking that your credit union is the only game in town is a business myth.Ethical treatment of our members is one of the core principals of the credit union movement and credit union membership should have its advantages and be what differentiates us in the financial services marketplace.United s overbooking of customer seats (which is fraud—how can you book a seat that is not available) and favoring employees over paying customers is not how a world class service organization should operate.And employees not being empowered to use common sense in dealing with situations that need flexibility and not going by the book–can cost any organization dearly.World class or Member-Centric service organizations know that sometimes you must inconvenience yourself for the convenience of the customer/member.Credit Unions should strive to seek ways to add value to our members’ lifestyles (save time/money/ensure financial security/not jump through hoops to do business) and treat all members in a courteous and professional manner.The more we can add value and value our members, the more “Member-Centric”, prosperous and successful our credit unions will become.This is an opportunity to take our credit unions to the next level of service by training our employees to treat our members in this fashion.And more of our current and new members will buy from us because of why we do what we do (our philosophy/purpose) versus what we do.Credit Unions should never take their members for granted and should seek to wow members at every service opportunity touch point. Employees must bring their “A-Game” to work every day and treat all members with passion and care— just like you would treat your mother! 72SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,John Vardallas John A. Vardallas CAE, CUDE is Founder/CEO of The AmericanBoomeR Group, a Madison, Wisconsin based speaking/consulting firm. He is also Senior Faculty Advisor/Project Evaluator for SCMS and … Web: Detailslast_img read more

Data is the secret sauce for Domino’s pizza… and credit unions

first_imgMore organizations are rightly identifying data as an asset. As such, they have created a position dedicated to its stewardship. The emergence of the Chief Data Officer is recognition that data is a strategic and competitive advantage that needs to be protected, controlled and governed.An effective chief data officer drives information and analytics strategy that serves a business purpose. He or she has chief responsibility for enterprise-wide information strategy, policy, protection, privacy, data quality and life cycle management.Which of your past experiences do you think will most inform how you advise CO-OP colleagues and clients to leverage data going forward?As a six-sigma greenbelt, improving, transforming and creating different ways of doing things is both a strength and a passion of mine. Having the right mindset is critical. Combine that with the support and empowerment of the CO-OP leadership team, and I’m confident we’ll bring new value to the organization and its credit union clients. continue reading » 13SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblrlast_img read more

WHO confirms three more H5N1 cases in Indonesia

first_imgSep 8, 2006 (CIDRAP News) – The World Health Organization today recognized three more cases of H5N1 avian influenza in Indonesia, including one reported by the government yesterday and two dating back to 2005.The case reported by Indonesia yesterday was in a 14-year-old girl from Makassar in South Sulawesi province. After exposure to poultry near her home, she became ill Jun 18 and died Jun 24, the WHO said. Her case was identified through Indonesia’s routine flu surveillance program.Recognition of the two 2005 cases follows the recent revision of the WHO’s H5N1 case definitions. The cases previously did not meet the definition for a serologically confirmed H5N1 infection, the agency said.One of the cases from 2005 was that of an 8-year-old girl from Tangerang, outside Jakarta, the WHO said. She fell ill Jun 24, 2005, and died the following Jul 14. Her case was part of a family cluster reported to the WHO in July 2005.The cluster included the 8-year-old, her father, and her 1-year-old sister, all of whom died in July 2005. Theirs were the first cases of H5N1 illness reported in Indonesia.Indonesian officials said at the time that all three family members had the virus. Until now, the WHO had recognized only the case in the father. In today’s statement the WHO said nothing about the reported case in the 1-year-old girl.The other newly confirmed case from 2005 was in a 45-year-old man from Magelang in Central Java province, the WHO said. He became ill Nov 25, 2005, after contact with sick chickens, but he later recovered.The WHO said recognition of the two cases from 2005 reconciles its H5N1 case count for Indonesia with that of the Indonesian Ministry of Health. The official count is 63 cases with 48 deaths, the most deaths of any country. Vietnam has had the most cases, 93, but only 42 were fatal.The global H5N1 toll has now reached 244 cases with 143 deaths, according to the WHO.The reason for the late reporting of the South Sulawesi girl’s case was that avian flu was not suspected when clinical samples were taken, according to an Indonesian official quoted in an Agence France-Presse (AFP) report yesterday. The samples were later forwarded to the health ministry’s laboratory for avian flu testing, said Runizar Roesin of the national avian flu center.Indonesia confirmed the girl’s case on the basis of its own local tests, rather than waiting for confirmation by the WHO reference lab in Hong Kong, the AFP story said.Sari Setiogi, WHO spokesperson in Indonesia, said that Jakarta can now confirm H5N1 cases after two local tests are positive, according to AFP.See also:Sep 8 WHO statement WHO definitions for human H5N1 casesJul 21, 2005, CIDRAP News story “WHO: confirmation of H5N1 awaited in 2 Indonesian cases”last_img read more

Best of the rest: Crafting a 25-man roster from MLB’s remaining free agents

first_imgIn any case, here’s some brain food to chew on while we wait for baseball to get in full gear and guys to sign.30 TEAMS, 30 GRADES:Which MLB club had the best offseason?Outfield: Bryce Harper2018 stats: 159 games, 34 home runs, .889 OPS (133 OPS+)The fact that Harper is even on this list is disturbing. He’s a 26-year-old All-Star who arguably has yet to enter his prime, won an MVP award in 2015 and was healthy in 2018, warding off injury concerns and woes that plagued him seemingly every other season.Outfield: Adam Jones2018 stats: 145 games, 15 home runs, .732 OPS (102 OPS+)Jones’ best days might be behind him, but he’s still only 32, hardly ancient in baseball. His double-digit home run power still plays, and it’s a safe bet that with a change of scenery, Jones might be an impact player for a new team.Outfield: Carlos Gonzalez2018 stats: 132 games, 16 home runs, .796 OPS (99 OPS+)Gonzalez has spent almost his entire career with the Rockies and will likely end it with another team. He has been an average defender throughout his career, and even though his power numbers have dipped the last two seasons (30 home runs combined in 2017 and 2018), he’s a serviceable player and a good starting outfielder.MORE: Justin Verlander speaks out on state of free agencyThird base: Mike Moustakas2018 stats: 152 games (54 with Milwaukee, 98 with Kansas City), 28 home runs, .774 OPS (108 OPS+)Moustakas played on a one-year deal in 2018 following the equally brutal 2017-18 offseason. The sad part is, Moustakas was coming off arguably his best year in 2017 (38 home runs, 117 OPS+) and still could only get a one-year offer. After another solid year, Moustakas is waiting to sign once again. His OBP has never been great — .307 career OBP (woof) — but his power is legit and he’s an average-ish defender.Shortstop: Manny Machado2018 stats: 162 games (96 with Baltimore, 66 with Los Angeles Dodgers), 37 home runs, .905 OPS (146 OPS+)What is there to say, really? Similar to Harper, it’s a disgrace that Machado doesn’t have a contract yet. Don’t blame the players for that. With baseball taking in record revenues, TV deals reaching astronomical values and a trip to the ballpark costing your first-born child, there’s no reason that teams can hide behind being broke anymore. Pay these guys.Regardless, Machado is on here for obvious reasons. You know, like being a 26-year-old superstar.Second base: Marwin Gonzalez2018 stats: 145 games, 16 home runs, .733 (103 OPS+)Gonzalez played a career-high 32 games at second in 2018, but it’s obvious he can play anywhere on the field and still be a decent defender. Utility players’ values are found usually more in their bat than their defense, and Gonzalez’s bat would play anywhere.MORE: The worst free-agent deals for all 30 MLB teamsFirst base: Logan Morrison2018 stats: 95 games, 15 home runs, .644 OPS (73 OPS+)The first-base options are dwindling, but it’s worth taking a flier on Morrison, who has double-digit home run power and hit 38 bombs in 2017. He’s also a decent defensive first baseman, coming off a 3 DRS season in 2018 with Minnesota. Morrison has a 103 career OPS+ and is only 31, so it might not be unfair to say you can wipe his 2018 off the map.Catcher: Martin Maldonado2018 stats: 119 games (41 with Houston, 78 with Los Angeles Angels), nine home runs, .627 OPS (73 OPS+)Maldonado is a light-hitting catcher — career 73 OPS+ — but he’s an above-average defensive catcher. Really, he can platoon with the other catcher on the team — Matt Wieters, below — to make for a pretty good backstop.Designated hitter: Evan Gattis2018 stats: 128 games, 25 home runs, .736 OPS (101 OPS+)”El Oso Blanco” has hit 20 or more home runs in five of six major league seasons and has a career 112 OPS+. He’ll bop for anyone, that’s for sure.MORE: The 15 worst MLB free-agent signings of all timeStarting pitcher: Dallas Keuchel2018 stats: 34 starts (204 2/3 innings), 3.74 ERA, 3.69 FIPIt’s pretty insane that Keuchel remains unsigned the second week in February. The 2015 Cy Young winner had another very good year in 2018, though he did lead the majors in hits allowed (211). Keuchel turned 31 this offseason, so it’s not as though he’s ancient, either. Keuchel allowed three runs or fewer in 25 of his 34 starts. He was pretty inconsistent in the latter stages of the season, but those numbers are still really good.Starting pitcher: Gio Gonzalez2018 stats: 32 starts (27 with Washington, five with Milwaukee), 4.21 ERA, 4.16 FIP. (With Washington: 4.57 ERA; with Milwaukee: 2.13 ERA)Gonzalez finished strong with the Brewers, including am 0.947 WHIP. That’s actually, like, very good.Starting pitcher: Clay Buchholz2018 stats: 16 starts (98 1/3 innings) 2.01 ERA, 3.47 FIPNo one expected Buchholz to do what he did with Arizona in 2018, so it’s both surprising and not that he hasn’t been offered a contract. Buchholz did have a 12.27 ERA with the Phillies in 2017, so maybe teams are apprehensive of which Buchholz will show up Starting pitcher: Edwin Jackson2018 stats: 17 starts (92 innings), 3.33 ERA, 4.65 FIPThe well-traveled Jackson had a very good year with the A’s; in fact, it was the best season of his career in a long time, even though it was abbreviated. Jackson would slot in well at the back end of a rotation.Starting pitcher: James Shields2018 stats: 34 games, 33 starts (204 2/3 innings), 4.53 ERA, 5.09 FIPAt this stage in his career, Shields, 37, is probably nothing more than a fifth starter. But he pitched to a 4.50 ERA in 204 innings as a starter last year. Teams can’t bank on ace-quality stuff, but they can bank on innings, and Shields is sure to deliver that.BenchJosh Harrison, utility2018 stats: 97 games, eight home runs, .656 OPS (80 OPS+)Harrison is coming off one of the worst offensive seasons of his career, but he’d still be a solid bat off the bench. He also doesn’t strike out much, which would be a big boon to a strikeout-heavy lineup.Derek Dietrich, utility2018 stats: 149 games, 16 home runs, .751 OPS (112 OPS+)Dietrich set a career high in home runs in 2018 and can play pretty much everywhere on the field. His defense suffers, but Carlos Gomez, outfielder2018 stats: 118 games, nine home runs, .634 OPS (76 OPS+)Gomez is coming off one of the worst offensive seasons of his career (his Minnesota years were pretty bad), hitting .208 with the Rays with just nine home runs. Gomez was a late signing last year, not officially with the club until March 3, so maybe that had something to do with his poor performance. In any case, Gomez’s track record is too good to have a hitter and defender like him coming off the bench.Matt Wieters, catcher2018 stats: 76 games, eight home runs, .704 OPS (86 OPS+)Wieters never really reached his potential as a franchise savior for Baltimore, between injuries and general ineffectiveness. He headed down the Beltway to Washington for two seasons, but the change of scenery didn’t really work. Wieters is still a solid defensive catcher, though; he threw out 37 percent of baserunners in 2018, 9 percent above league average.Relief pitcher: Craig Kimbrel2018 stats: 63 games, 62 1/3 innings, 42 saves, 2.74 ERA, 3.13 FIP Kimbrel is one of the premier relief pitchers in all of baseball. It’s February. He’s not signed. This is ridiculous.Relief pitcher: Adam Warren2018 stats: 47 games (24 with Yankees, 23 with Seattle), 51 1/3 innings, 3.14 ERA, 3.94 FIPWarren excelled as a seventh-inning guy for the Yankees, so maybe he can work as a bridge guy in the bullpen as well.Relief pitcher: Tony Sipp2018 stats: 54 games, 38 2/3 innings, 1.86 ERA, 2.41 FIP Sipp is your lefty out of the ‘pen, and he had an excellent year getting out lefties and righties in 2018.Relief pitcher: Ryan Madson2018 stats: 58 games (49 with Washington, nine with Los Angeles Dodgers), 52 2/3 innings, 5.47 ERA, 3.98 FIPMadson had a rough go of it in 2018, but the 38-year-old still has great velocity (96.4 mph average, per Fangraphs) and was excellent for Washington and Oakland in 2017. Relief pitcher: Tyler Clippard2018 stats: 73 games, 68 2/3 innings, 3.67 ERA, 4.24 FIPAfter a rough half-season with Houston in 2017, Clippard had a decent year out of the bullpen for the Blue Jays in 2018. Clippard allowed just two earned runs over his last 10 appearances last season.Relief pitcher: Nick Vincent2018 stats: 62 games, 56 1/3 innings, 3.99 ERA, 3.75 FIP Spring training may be here, but the market doesn’t seem to be thawing.For the second year in a row, free agency has slowed to a halt. While the crown jewel of last year’s offseason, J.D. Martinez, waited until Feb. 26 to sign, the fact that both Manny Machado and Bryce Harper find their names on this team on Feb. 13 is something of an embarrassment and a black eye on baseball. If you’re looking solely at the numbers, Nick Vincent has been one of baseball’s better relievers for a long time. He’s coming off a mediocre year with the Mariners, but prior to 2018 he pitched to a 2.95 FIP between San Diego and Seattle. He won’t blow anyone away with velocity, but he mixes his pitches and the breaking stuff is pretty good.Relief pitcher: Bud Norris2018 stats: 64 games, 57 2/3 innings, 3.59 ERA, 3.99 FIPNorris posted the lowest ERA in his career in 2018. Some of that is misdirection, though, since this was the first season he worked exclusively out of the bullpen. Some of Norris’ ERA was also inflated by a bad September.last_img read more