Six Sigma: A Tool to Increase Customer Satisfaction at Bank of America

            
 
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Case Details:

Case Code : OPER052
Case Length : 14 Pages
Period : -
Organization : -
Pub Date : 2005
Teaching Note :Not Available
Countries : -
Industry : -

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Introduction Contd...

Through Six Sigma, BoA focused on reducing the errors in the transactions involving customers, thereby increasing customer delight scores. Initially, BoA faced resistance from some employees during the implementation of Six Sigma.

However, in course of time, the resistance subsided as BoA encouraged fair competition between the teams, which led in turn to much greater involvement of employees in implementing Six Sigma. In all, Six Sigma enhanced the customer delight ratings of BoA and also improved its revenues, while creating long-term customer relationships and a quality culture within the organization.

Operations Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

Six Sigma in a Service Industry

The concept of Six Sigma was initially developed for manufacturing companies.

Later it was realized that the concept could be applied to any process which encountered flaws and resulted in the production of defective products or services. So, it was extended to service companies as well.

The major difficulty in applying Six Sigma to a service company was that measuring the quality and quantity of a service was much more difficult than measuring the quality or quantity of a product. The second problem was deciding whether the defect that had occurred was a quantitative or a qualitative one. Another matter of concern was that a service-based company relied on its employees for the quality and quantity of service rendered.

Analysts suggested four major points to be considered to ensure a sensible Six Sigma measurement in Service Processes5. These were:

• Right level of measurement
• Accounting for variability
• Right emphasis on quantitative vs. qualitative measures
• Interpretation and management support for change...

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5]  "Applying Six Sigma to Service Processes," www.sixsig.info.com July 26, 2005.

 

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