A lecture review on Citibank Increases Customer Loyalty With Defect-Free Processes Citibank is a very famous international bank in the world and it headquarters in the United States. Citibank was established in 1812 as the City Bank of New York, later First National City Bank of New York. Citibank is the third largest bank in the United States by total assets, as the one of the most popular bank around the world, Citibank attract a lot of customers. Citibank have two main business, one is investment bank another is retial banking which open in more than 160 countries in the world. Citibank aim to become the financial giant in the next millennium by satisfied customers quickly and flawlessly. In order to improve customer satisfaction that Citibank apply the famous manufacturing management theories and use the Cycle Time Reduction with the Six Sigma defects test to perfect the cash management and crated customer loyalty. Followed are the detail that Citibank take to fulfill the customers needs.
The three R's--relocating, retraining, and regaining
Under the background of Citibank change market environment, relocating from one market to other market, however some financing department staff against to suite the new position and make the business quality fall. In order to slove the problem, the department manager and a crucial part of the ABF team's progress was vesting the authority to "sign-off" on loan availment to Podkowsky's team. And the through ‘ hand-offs’ that the necessary cash reduce,and the cycle time reduce 75 percent of the availment percent, about 30 minutes or two hours. It saved time and getting commend form customer.
First things first--identifying defects
The defect is the is the thing which can not satisfy the customer. By using MU’s Six Sigma process that can ensure the staff in Citibank to know the things which not fulfill the customer needs.
Six Sigma to the rescue
A sigma is a statistical term which measures to what extent a process...