Business View Magazine | November 2020

119 BUSINESS VIEW MAGAZINE NOVEMBER 2020 CUSB BANK internally for the first three days, before sending it out to the public.” “We started a program about five years ago called ‘Work Smarter, Not Harder,’” he notes. “With this program, we take a process or procedure that may flow through several departments and evaluate how we can improve that process or procedure. We have the staff members that do the actual process for that department map out the process from start to finish, along with the person in the next department who also maps it out. Then we label all of the steps in the process as either 1) value-added, 2) needs improvement, 3) of no value but still essential, or 4) pure waste. For example, a debit card dispute used to be run through two different departments and involved 79 steps. We took that down to 43. We did that by having people that do the process