1. Six Sigma Overview October 13, 2003 Don Carlson Technology & Operations Enterprise Solutions

7.  Defects per Million opportunities Process Capability Sigma is a statistical unit of measure which Reflects process capability. Six Sigma as a Goal 2 3 4 5 6 308,537 66,807 6,210 233 3.4 .

13. Which Business Function Needs It? As long as there is a process that produces an output, whether it is a manufactured product, data, an invoice, etc…, we can apply the Six Sigma Breakthrough Strategy. For these processes to perform to a customer standard they require correct inputs!!! 6 Sigma Methods MFG. DESIGN SERVICE PURCH. MAINT. ADMIN. QA Marketing

14. Ken Lewis’ “Vision” Why Six Sigma? “ Six Sigma will enable Bank of America to make the breakthrough improvements in customer satisfaction and shareholder value that we must achieve to reach our goal of becoming one of the world’s most admired companies. That’s why I’m committed to using it as a performance management discipline throughout our company.” Ken Lewis, Chairman and Chief Executive Officer Bank of America

16. Green Belt Project Customer Segment Root Cause 1. Too many problems (“error free banking”) Assigned to Payment and Deposits Golden Thread Teams Deposit Golden Thread Root Cause 2.1 Complexity of Teller Processes contributes to processing errors Green Belt Project Definition Improve number of counter deposit slips presented for processing but did not post in time in _____________ (Mid-Atlantic, Kansas City, or Tampa) from ________% to ______%. Strategic Alignment - From Strategy to Action Hoshin Plan Hoshin Strategy 1.1 Provide a world-class customer/client experience through easy access and efficient, error-free service Six Sigma Change Process Customer Segment MBF Deposits Golden Thread MBF

18. Master Black Belt Black Belts Green Belts Team Members Quality Fundamentals/ Kaizen Now Champions Mentor, trainer, and coach of Black Belts and others in the organization. Leader of teams implementing the six sigma methodology on projects. Delivers successful focused projects using the six sigma methodology and tools. Participates on and supports the project teams, typically in the context of his or her existing responsibilities. Responsible for supporting the Deployment Strategy within Line of Business/Customer Segment or Golden Thread Deployment Champions Education

23. Questions?