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

  • 3h 30m
  • Michael D. Nichols, Rowland Hayler
  • McGraw-Hill
  • 2007

Finally, top executives across the global financial services industry are catching on-and catching up-to what the world's most successful corporations have known for more than a decade: The performance improvement principles of Six Sigma, Lean, and Process Management can be applied to all aspects of any company's operations-with remarkable results.

If you want to take advantage of these proven, performance-enhancing methods, tools, and techniques, this reference helps you to use Six Sigma and other tools in a wide range of financial service applications: commercial or savings banks, diversified financials, securities, insurance firms, and more. Six Sigma for Financial Services delivers a complete and groundbreaking model specifically for financial services created by two experts of Six Sigma deployment and Process Management.

Clear, concise, and comprehensive, this hands-on guide features actual experiences from frontline managers and executives in financial services firms all around the world. You'll see, up close and personal, how they used Six Sigma to illustrate key points and achieve optimal performance in their companies. You'll learn firsthand why business process excellence is crucial for success in an increasingly competitive, mission-critical industry. Using Lean, Six Sigma, and other process tools, you'll be able to run leaner and more efficiently, and provide improved service with the best possible returns.

About the Authors

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.

In this Book

  • Key Definitions
  • The Driving Forces of Change
  • Some Success Stories from Leading Financial Services Organizations
  • What Does World Class Really Mean?
  • Defining a Vision
  • Shaping a Strategy
  • Establishing Ownership
  • Creating Capabilities
  • Defining an Architecture
  • Establishing Measurement Systems
  • Embedding Governance
  • Achieving Transformation and Improvement
  • Fostering Culture
  • The Future of Business Process Excellence in Financial Services


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