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A look at quality improvement in financial services

Nowadays, many other industries like financial services and banking sectors are also actively interested on data analysis and Lean Six Sigma tools to improve processes.
Rod Toro is a business process improvement manager at Edward Jones. In this article, he talks about a Lean Six Sigma project for the service division of his company to improve customer satisfaction.
Toro says, "We were faced with understanding how we can better meet increasing service demands and give better overall customer service,"
With an increase in service calls, the main challenge was to provide timely, accurate, professional and highly customized service to the customer.
The main focus was to identify various metrics to distinguish the right associate for the right skill, also to streamlining the process in a more efficient manner.
To know more about how the whole process was taken care of through Design of Experiments (DOE) tools in Minitab please follow the link below:

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Tuesday, 11 August 2020
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