In my opinion, Six Sigma in banking has a number of opportunities that can be explored. Working for a credit union, we first identified areas of specific concern with regard to operations and member service. One of the projects undertaken was to improve the overall ratio of loans approved vs. booked. Using various metrics centered on the app…[Read more]
I, too, am interested in finding ways to encourage customers to use alternatives to perform standard inquiry functions that typically come into our call center, a credit union. Call center rep abuse and high volumes create considerable stress and potential burn-out.