Abstract

The case examines the initiatives taken by Bank of America, to implement the Six Sigma quality tool in the 2000s to improve customer satisfaction level. The case discusses in brief the concept of Six Sigma, its implementation procedure and its benefits. It also explores the implementation procedure at Bank of America and the benefits derived by the company on account of adopting Six Sigma.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Concept and importance of Six Sigma
• Circumstances leading to the adoption of the Six Sigma initiative at Bank of America
• Approach, methodology, process involved in the implementation of Six Sigma in a service-based company
• Benefits derived by Bank of America from the Six Sigma initiative and its contribution to the company’s sustained superior financial performance and competitive advantage.

Keywords

Bank of America Corporation, Kenneth D. Lewis, Six Sigma, FleetBoston Bank, Service Industry, Green Belt, Critical to Quality, Benchmarking, Black Belts, Master Black Belts, General Electric, Honeywell, Motorola, MBNA Corporation, China Construction Bank