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Foreword ix

Acknowledgments xiii

PART I Today's Financial Services Landscape 1

Chapter 1: Key Definitions 5

Chapter 2: The Driving Forces of Change 13

Chapter 3: Some Success Stories from Leading Financial Services Organizations 49

Chapter 4: What Does World Class Really Mean? 63

PART 2 Process Leadership 71

Chapter 5: Defining a Vision 79

Chapter 6: Shaping a Strategy 83

Chapter 7: Establishing Ownership 97

PART 3 Process Knowledge 109

Chapter 8: Creating Capabilities 113

Chapter 9: Defining an Architecture 123

Chapter 10: Establishing Measurement Systems 135

PART 4 Process Execution 147

Chapter 11: Embedding Governance 151

Chapter 12: Achieving Transformation and Improvement 163

Chapter 13: Fostering Culture 185

The Future of Business Process Excellence in Financial Services 197

Appendixes:

1. EuroCountry Bank Six Sigma Case Study: Wire Transfer Process Improvement 211

2. Financial Services Survey 227

Glossary of Terms 233

References 241

Index 243

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Six sigma for financial services : how leading companies are driving results using lean, six sigma, and process management 이용현황 표 - 등록번호, 청구기호, 권별정보, 자료실, 이용여부로 구성 되어있습니다.
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THREE WORLD-CLASSMANAGEMENT METHODS.

ONE COMPREHENSIVE RESOURCE.

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.

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