Judy Tharp, Senior Vice President of Administration for S.C. Federal, accepts the award on behalf of Bob Dargan, President & CEO.

Charleston – On July 17, 2003, Philip Crosby Associates presented South Carolina Federal Credit Union with Philip Crosby’s Beacons Award. This prestigious award recognizes organizations that best implement the tenets of quality in strategic planning, customer satisfaction, and employee commitment and participation. S.C. Federal is a role model and a leader for organizations exemplifying how people can work together to get the job done right, and do it consistently over time.

“There are businesses that are initially enthusiastic about the quality improvement process, but after time lose interest and slip back into their old ways. The result is disillusioned employees and dissatisfied customers. S.C. Federal is a notable exception and a fine example to others,” said Mr. Wayne Kost, President & CEO of Philip Crosby Associates.

S.C. FEDERAL president and CEO Bob Dargan stated, “Since beginning our quality improvement process in 1998, we’ve seen our employees’ commitment to quality take root and grow, and the results have been astounding. We’ve significantly reduced errors and have become more efficient. Most importantly, we’re serving our members better than ever before.” Judy Tharp accepted the award on behalf of S.C. Federal.

S.C. Federal, headquartered in Charleston, S.C, is a nonprofit, member-owned financial institution, with 15 branches and 54 ATMs throughout the Charleston, Georgetown and Columbia areas in South Carolina. S.C. Federal is one of the 100 largest credit unions in the USA, with more than 130,000 members and over $880 million in assets.

S.C. Federal began its Quality Improvement Process based on Philip Crosby’s concepts in 1998 to help the credit union achieve its corporate vision of providing the best service for its members. The credit union made quality improvement top priority and provided the comprehensive Quality Improvement training for every one of its employees. S.C. Federal has even formed a Quality Processes Department, which receives direct input from employees and works with them to develop new processes that will save time, eliminate errors and improve member service.

These efforts have resulted in major accomplishments at S.C. Federal. For example:

• Many of the credit union’s processes have been simplified and streamlined, resulting in fewer forms and applications. This has substantially reduced paperwork for members and processing time for employees.
• The credit union consistently achieves approval ratings averaging 95% from its members (based on results of scientific surveys).
• Many new processes – such as ordering checks, inputting data, and sending mailings – have been put into place, significantly reducing errors and the need for re-work. This has saved the credit union a substantial amount of money.

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Photos of the event and the award are available.
Contact Sally Kauffman at 407-679-7796 or skauffman@philipcrosby.com.

Philip Crosby Associates provides a full service approach to Creating Reliable Organizations. PCA helps organizations create a successful prevention-oriented culture; develop its people, processes, and partners to better serve customers and improve products and services; and reduce errors, waste, and rework resulting in bottom line savings. Contact Sally Kauffman at 407-679-7796 or skauffman@philipcrosby.com.