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| | | Location: Home » Wildlife Conservation » General » Six Sigma for Financial Services: How Leading Companies Are Driving Results Using Lean, Six Sigma, and Process Management | |
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| Six Sigma for Financial Services: How Leading Companies Are Driving Results Using Lean, Six Sigma, and Process Management | 
| Authors: Rowland Hayler, Michael Nichols
Publisher: McGraw-Hill
Category: Book
List Price: $39.95
Buy New: $12.99
You Save: $26.96 (67%)
New (17) from $12.99
Avg. Customer Rating:  3 reviews
Sales Rank: 158417
Media: Hardcover
Edition: 1
Number Of Items: 1
Pages: 280
Shipping Weight (lbs): 1.2
Dimensions (in): 9.1 x 6.1 x 1.1
ISBN: 0071470379
Dewey Decimal Number: 332.10684
EAN: 9780071470377
ASIN: 0071470379
Publication Date: October 26, 2006
Availability: Usually ships in 1-2 business days
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| Customer Reviews:
 Applies to more than financial services June 11, 2007
2 out of 2 found this review helpful
Business process excellence methods can and should be used everywhere. Look at the author's examples and figure out how they can relate to your business. Identify your objectives and use the methods to reach those goals.
 Solid advice on customer service for financial-services companies May 2, 2007
3 out of 3 found this review helpful
The title of this book is misleading. In fact, its subtitle is more relevant. It does not focus on Six Sigma only, but rather on a variety of tools that companies offering financial services are - or should be - using to achieve what Rowland Hayler and Michael D. Nichols call "business process excellence": creating the greatest possible value for customers. The book is based on a study (described in the index) of 11 leading financial-services companies, some international and some local. The authors frequently cite useful examples from their respondents to anchor some of their theories in real life. Unfortunately, managers who are eager to benefit from this important information may find the authors' prose opaque and abstract. The charts and chapter summaries are helpful, but some readers may need perseverance to learn from this book. Nevertheless, we find the authors' goal laudable: to show how financial-services companies can improve their often-abysmal customer service standards, and thus increase their profits and competitiveness.
A must read for financial service leaders and process professionals January 31, 2007
4 out of 5 found this review helpful
As a certified Six Sigma Black Belt and more importantly having a leadership role in a financial service company, I found this book to be very insightful.
Hayler and Nichols's model for Business Process Excellence provided great examples on how to execute enterprise wide process improvements.
By reading this book, I was able to assess my own company's journey to business process excellence, highlighting opportunities and tools to enhance and evolve our program. I have recommended this book to some of our executive management team responsible for enterprise process improvement and I'm sure productive conversations will have resulted from it.
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