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

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Case Details:


Case Code : OPER052 For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 +Shipping & Handling Charges extra



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


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.


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


  Page No.
Introduction 1
Six Sigma in a Service Industry 2
Six Sigma Journey at Bank of America 2
The Gains 5
Exhibits 8


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

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