Quality Progress - November 2014 - 30

BANK ON IT Lean Six Sigma helps reorganize, streamline front-to-back process for European bank by Isabelle Monier-Vinard and Adrian Grant CRÉDIT AGRICOLE GROUP is one of Europe's largest banks-it has more than 54 million customers, 160,000 employees, 11,600 branches worldwide In 50 Words Or Less * A European investment bank wanted to improve its cash payment process to reduce errors and delays, and ultimately improve customer service. * The bank used lean Six Sigma to uncover rework, as well as unnecessary and duplicative actions, to realign activities from its front offices to operations and back offices. and several specialized subsidiaries. Its investment banking arm, the Paris-based Crédit Agricole Corporate and Investment Bank (CA-CIB), recently launched a lean Six Sigma (LSS) initiative and identified its cash payments process as one area ripe for substantial improvement. Cash management is a high volume and low-revenue transactional business that offers little opportunity for growth, but it remains a core customer offering for banks. It covers cash management services and payment products, such as electronic transfers, standing orders and wire transfers, which are any customerrequested international or domestic payments.

Table of Contents for the Digital Edition of Quality Progress - November 2014

Up Front
LogOn
Expert Answers
Keeping Current
Mr. Pareto Head
Finding Harmony
Multipronged Approach
Bank on It
The System Is the Solution
Innovation Imperative
Quality in the First Person
Career Corner
Statistics Roundtable
Standards Outlook
QP Toolbox
QP Reviews
One Good Idea

Quality Progress - November 2014

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