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Does this site get paid for advertisement for BOA

Six Sigma – iSixSigma Forums Old Forums General Does this site get paid for advertisement for BOA

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  • #47890

    BoA performance?
    Participant

    I recently put a question about deteriorating levels of service quality for BoA. It appears that the moderators of this site are so biased in favor of this company that they simply eliminated the post. So, in difiance, I am reporting the post as follows:Have other’s experienced the same level of degradation of service levels, and is it associated with their dismal implementation of six sigma? I hope that this post will make it and not get arbitrarily eliminated due the sensitivity of this post and the utter lack of understanding of the monitors that first contact level of service is a critical element of service recovery, satisfaction and retention! It’s a bad joke that some anonyomous nobodies have the audacity to simply remove post at will when they meet their own tips for etiquette etc. Maybe these bureaucrats want to apply the same principles that they expect from other to themselves.

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    #160202

    qualitycolorado
    Participant

    BoA performance?, Good evening!I don’t know about the deterioration of service at BofA — there are no BofA bank branches in Colorado, and I don’t use the firm for any other financial services (credit cards, mortgages, etc.).Regarding your prior posting about BofA: it may have been actively deleted by the moderators, but there is another possibility: it may have simply disappeared due to technical issues with the iSixSigma sites. Sometimes in the past when I have posted, my post looked like it was there, but when you clicked on it, it wasn’t accessible – very weird, and really aggrevating the first several times it happens.It does not happen a lot, but I have experienced this phenomenon a couple of dozen times here at iSixSigma.So, I always save a copy of my posting to a clipboard for a few minutes — if the posting disappears, I just repost — it usually works the 2nd time.
    Best regards,
    QualityColorado

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    #160204

    accrington
    Participant

    Interestingly, an item that I posted some while ago, which was less than flattering to George W. Bush Jr. and his little chum Tony Blair was quickly removed from the site, although it was fairly mild. In contrast, postings containing repeated rabid attacks on trade unions, accusing them of everything from global warming to child sacrifice, were allowed to remain. Do the moderators have a political bias, I wonder?

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    #160210

    BoA performance?
    Participant

    Now that the post is not deleted, I’ll give some background about the issue at hand. I find it a fascinating case study of how organizations can trip up in isolated improvement efforts that are not tied to a coherent strategy of processes:
    BoA recently implemented a new fraud detection system. It is overly sensitive in that it will declare a transaction on a credit/debit card as fraudulent even when this is a regular transaction. If this occurs on week-ends, the customer will be notified via an e-mail and asked to access his/her online banking service.
    Here is the break-down. Customers who have not switched to using online services on a regular basis will call the call center. The call center has no access to the fraud information and thus cannot clear the account. In addition, the rep will advise you that if you travel (within the US or outside of the US) you’d better contact the bank so that they are aware of your travel route. Transactions at various locations in one day will show up as risky and automatically bar the customer from further using his/her credit/debit card.
    Here is what is also most disturbing. When talking to supervisors they will flat out refuse to transfer you to a manager with whom you could discuss the issue. In addition, they will promise you that the fraud department will call you, but never follow through. Finally, when you are at the point of escalation, the supervisors will cite their policies that presumably state that they cannot give you their names (!) and give you a P.O. number in Tampa to address a written concern. However, when you write a letter it will not be answered.
    So, here you have a “new tool” probably designed based on data mining techniques such as neural networks etc. that has an extremely high error rate and forces you to discuss your travel schedule with an anonymous institution. In addition, the representatives of that anonymous institution have neither the communication skills, integrity and level of energy to resolve your issues in a constructive matter.
    Two lessons learned: Be aware of isolated technology innovation that are not supported by effective processes (I think we all know this by now). Lesson two: Avoid BoA alltogether because their recovery mechanisms have become truly pitiful over the past year and their innovations are not driven with an eye on the customer, but simply to internally reduce costs. Finally, it shows the importance of employees and their motivation to recover from service failures. Once these three basic fundamentals are destroyed trust in the ability of the organization to service their customers with integrity becomes totally destroyed.
    I wonder what BoA old timer Six Sigma black belts and Master Black Belts have to say about the level of deterioration of this once so highly praised company over the past year.  

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    #160225

    BTDT
    Participant

    QC:My latest post is on the site, but not in the list.https://www.isixsigma.com/forum/showmessage.asp?messageID=124411Bugs, bugs, bugsCheers, BTDT

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