Bank of America: Investing in Six Sigma [the broken link was removed] by Thomas Hoffman:
I think in reality there are several things needed at the starting block but voice of the customer is one, and one that is given too little attention far to often.
Six Sigma … at a Bank? by Milton Jones Jr.:
Best of all, customer delight has increased by 25% across the company, with some operational areas of the company showing even greater gains, thanks to those operational process improvements and the success of projects designed to enhance the customer experience at every point of contact.
Speaking to financial analysts and our associates, Lewis said he was “more proud of our improvement in customer metrics” than he was of our record breaking financial results. These tremendous financial and customer satisfaction results have convinced leaders throughout the company that Six Sigma works and our quality efforts are critical to achieving our desire to become the world’s most admired company.