CHAPTER 1The Four Keys to Lean Six Sigma
Bank One is a national company with branch offices in many states. Each month, its National Enterprise Operations staff handles more than 200,000 requests from customers who want to get copies of old checks. Data from early in 2000 showed that on a monthly basis, anywhere from 10% to 25% of these requests were not filled to the customer's satisfaction. Often the copies were late, or unreadable, or the original couldn't even be found.
And it wasn't just the customers who were unhappy. How would you like to be one of the service staff having to handle all the complaint calls they got?
Time after time, the bank had tried to solve the problem, but with no lasting results. Then, when the company embarked on ...
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