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

by Hayler, Rowland; Nichols, Michael

• ISBN13: 9780071470377
• ISBN10: 0071470379
• eBook ISBN(s): 9780071709583
• Edition: 1st
• Format: Hardcover
• Copyright: 2006-11-16
• Publisher: McGraw-Hill Education

Summary

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

Author Biography

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.

Table of Contents

Foreword	ix
Acknowledgments	xiii
PART I Today's Financial Services Landscape	1	(70)
Chapter 1: Key Definitions	5	(8)
Chapter 2: The Driving Forces of Change	13	(36)
Chapter 3: Some Success Stories from Leading Financial Services Organizations	49	(14)
Chapter 4: What Does World Class Really Mean?	63	(8)
PART 2 Process Leadership	71	(38)
Chapter 5: Defining a Vision	79	(4)
Chapter 6: Shaping a Strategy	83	(14)
Chapter 7: Establishing Ownership	97	(12)
PART 3 Process Knowledge	109	(38)
Chapter 8: Creating Capabilities	113	(10)
Chapter 9: Defining an Architecture	123	(12)
Chapter 10: Establishing Measurement Systems	135	(12)
PART 4 Process Execution	147	(50)
Chapter 11: Embedding Governance	151	(12)
Chapter 12: Achieving Transformation and Improvement	163	(22)
Chapter 13: Fostering Culture	185	(12)
The Future of Business Process Excellence in Financial Services	197	(14)
Appendixes:
1. EuroCountry Bank Six Sigma Case Study: Wire Transfer Process Improvement	211	(16)
2. Financial Services Survey	227	(6)
Glossary of Terms	233	(8)
References	241	(2)
Index	243