Citibank Increases Customer Loyalty With Defect-Free Processes

Rochelle Rucker

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Management Systems and Quality Improvement Customer Service Quality and Loyalty Quality and Supply Management

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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 ..

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2003Cultural Fit and Job Satisfaction in a Global Service Environment 2013An Application of DMAIC Methodology for Increasing the Yarn Quality in Textile Industry 2013Developing a Six Sigma framework: perspectives from financial service companies 2009Is Six Sigma culture bound? A conceptual model and propositions for further inquiry 2010Examining the application of six sigma in the service exchange 2010Six sigma as a business process management method in services: analysis of the key application problems 2009A Six Sigma approach for integrated solutions 2011Successful implementation of Six Sigma in services: an exploratory research in India Inc.

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