Six Sigma: A Tool to Increase Customer Satisfaction at Bank of America
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America case study
(Case Code: OPER052) click on the button below, and select the case from the list of available cases:
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Please note:
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: |
Price: |
| Case Code |
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OPER052 |
For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 +Shipping & Handling Charges extraThemes
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| Case Length |
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14 Pages |
| Period |
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| Organization |
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| Pub Date |
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2005 |
| Teaching Note |
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Not Available |
| Countries
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| Industry |
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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.
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Issues:
» 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
Contents:
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
Six Sigma: A Tool to Increase Customer Satisfaction at Bank of America
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