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Citibank Increases Customer Loyalty With Defect-Free Processes

Summary: Global financial organization Citibank sought to improve its customer service through Six Sigma quality methods typically applied in the manufacturing domain. Citibank developed cross-functional teams and trained nearly 100,000 employees in its quality initiatives, starting with senior management. Adopting principles of Six Sigma defect reduction, Cycle Time Reduction, and Cross Functional Process Mapping, working with Motorola University experts, and using quality tools such as the Pareto chart, employee teams were able to identify tasks that reduce its efficiency and customer satisfaction. Defining the organization in terms of the quality of its services became a key differentiator and motivator, cutting response time and resulting in quicker introduction of new products. With full support of management, Citibank's Quality Challenge is helping the company achieve its goal of being the premier international financial company.

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  • Topics: Quality Tools, Teams, Six Sigma
  • Keywords: Quality philosophy,Quality tools,Financial industry,Cycle time,Cross functional teams,Six Sigma,Case study
  • Author: Rucker, Rochelle
  • Journal: Journal for Quality and Participation