Lean Six Sigma in Banking Services by Vijaya Sunder M & L. S. Ganesh

Author:Vijaya Sunder M & L. S. Ganesh
Language: eng
Format: epub
ISBN: 9789811538209
Publisher: Springer Singapore

5.2 Evidence from Practitioners’ Literature

Due to the very limited academic research, practitioner literature was examined through online sources that revealed some interesting evidence of the applicability and success of LSS in consumer banks. An overview of the same is presented below:According to Hoffman (2006), the online banking team at the Bank of America used LSS projects to improve desktop authentication techniques and introduce live text chat for improving customer support.

The LSS team at HSBC transformed an underperforming unit in the banking division with the DMAIC approach. They used tools such as process mapping and data partitioning. The result was a 274% improvement in net income and a culture of CI (Dan 2004).

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