Six Sigma for Financial Services: How Leading Companies Are Driving Results Using Lean, Six Sigma, and Process Management

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9780071470377: Six Sigma for Financial Services: How Leading Companies Are Driving Results Using Lean, Six Sigma, and Process Management

Strategies to turn your financial organisation into a lean, mean, results-generating machine

Applying Six Sigma to mission-critical financial operations is the latest focus of process improvement. Six Sigma for Financial Services delivers the framework and tools needed to conduct operations at the highest level of performance and precision.

Drawing upon their vast experience, Six Sigma experts Rowland Hayler and Michael Nichols deliver a step-by-step approach for improving process maturity and effectiveness-and realising millions of dollars of value for your customers and shareholders.

Key features

  • This comprehensive guide features assessments, checklists, and proven advice for integrating process improvement methods into financial operations
  • Hayler and Nichols have applied the methods in this book at large companies, including American Express
  • Includes case studies from global finance leaders, including ABN, Bank of America, HSBC, Deutsche Bank, ISISI Bank in India, and Merrill Lynch
  • "synopsis" may belong to another edition of this title.

    From the Back Cover:

    What do the leaders in financial services know that you don't? Plenty.

    This accessible, comprehensive guide from two top business improvement experts shows how financial giants such as American Express, Bank of America, and Wachovia have applied Six Sigma, Lean, and Process Management to their service-based operations. Hayler & Nichols provide specific, real-world examples and offer step-by-step solutions to help you improve your company's processes.

    “An excellent book for anyone involved in a business process excellence journey!”-Paul Baker, Managing Director, Group Operations, Lloyds TSB

    “Customer service, top-line growth, compliance, and regulatory oversight have all become crucial for financial institutions….The authors masterfully illustrate how Six Sigma andLean, under a process management umbrella, support these relevant business objectives.”-Juan Carlos Paez, Chief Operating Officer, BAC Credomatic Network

    “A great reference for those of us who want to 'fast-forward' our process innovation initiatives to achieve outstanding results.”-Teng Soon Lang, Executive Vice President and Head, Group Quality & Process Innovation, Overseas Chinese Banking Corporation

    “The approaches that Hayler & Nichols describe are not just for the Operations function-they apply equally to Marketing and Sales…business process excellence is critical for maximizing the return on marketing investments and an organization's value creation.”-Arjen Kruger, former Chief Marketing Officer, MasterCard Europe

    About the Author:

    Rowland Hayler is the Vice President of International Operations for Pivotal Resources, a global business improvement consulting firm. Prior to joining Pivotal, he served in a variety of business improvement leadership roles over 15 years at American Express. He has consulted with many leading financial organizations, including Halifax Bank of Scotland, Dresdner Kleinwort Wasserstein, Marks & Spencer Money, Swisscard, and UBS.

    Michael D. Nichols is Principal Consultant/Senior Master Black Belt for Nichols Quality Associates, a consortium of Lean Six Sigma professionals. He was previously the Director-Six Sigma Design/Senior Master Black Belt at American Express, where he codeveloped the Six Sigma Design and Six Sigma Process Management programs. Nichols will also be president of the American Society for Quality in the 2007-2008 year.

    "About this title" may belong to another edition of this title.

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