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Fundamentals of Performance Improvement: A Guide to Improving People, Process, and Performance, 3rd Edition by Joan C. Dessinger, James L. Moseley, Darlene Van Tiem

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Case Study 4.1

Church Pension Fund: The GREAT Model

Topic: Intervention Maintenance

Pat Rasile, M.A., CPT, Operations Training Manager for Client Engagement, Church Pension Group Services Corporation, New York, New York, USA

Background

The Church Pension Fund (CPF) is a not-for-profit organization that provides pensions and other benefits and services to employees of the Episcopal Church. It contributes to their lifetime economic, physical, emotional, and spiritual well-being.

CPF came into existence in 1914 and, until recent years, the business units of pension, medical services, and life insurance had team members answering client calls. In 2005, a centralized call center was chartered under the direction of a new vice president of “client ...

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