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Charles Loew and his consultants from Motorola provided a solid foundation for the quality initiative launched at Citibank in 1987. They assisted Citibank in three ways:

  • by positioning the quality initiative with senior management through presentations and training;
  • incorporating Six Sigma® and quality concepts into the introductory training program delivered to 87,000 employees;
  • training facilitators and facilitating teams in a powerful business process redesign methodology.

This redesign method, Cross-functional Process Mapping, for which I was responsible, was used to train over three hundred facilitators worldwide and reaped benefits exceeding $200 million. The processes addressed by these teams regularly decreased end-to-end cycle times two to five times and customer-visible defects three to eight times. These projects, generally, were not heavily IT-enabled, used existing budget, and were completed in four to ten months. As an improvement methodology, it complemented our smaller, continuous improvement efforts. It proved -- and proves to be -- a flexible approach for process improvement when significant, but not radical, change is needed for processes crossing multiple functions or organizations.

Dennis Percher, V.P.
Citibank Corporate Quality Office

MASET, LLC    P. O. Box 11663    Chandler, AZ 85248
Phone: 602-721-3680     Fax 480-802-4710


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