Capital One banks on Six Sigma for strategy execution and culture transformation

When a major shift in strategy propelled Capital One Direct Banking business in a new direction, the organization—arming itself with Six Sigma expertise and capabilities—set out to change its management model, redesign its major business processes, and nurture a culture centered around customer focu...

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Bibliographic Details
Published in:Global Business and Organizational Excellence 2007-09, Vol.26 (6), p.43-54
Main Authors: Immaneni, Aravind, McCombs, Allen, Cheatham, Gus, Andrews, Ron
Format: Article
Language:English
Subjects:
Banks
Business models
Business process reengineering
Case studies
Corporate culture
Six Sigma
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Summary:When a major shift in strategy propelled Capital One Direct Banking business in a new direction, the organization—arming itself with Six Sigma expertise and capabilities—set out to change its management model, redesign its major business processes, and nurture a culture centered around customer focus and continuous improvement. Three years later, the associates have embraced this new culture of customer focus and a commitment to continuous improvement—all with enviable results to the bottom line. The Direct Banking business has been recognized both internally within Capital One and by external organizations with numerous awards for accomplishing this impressive cultural transformation. © 2007 Wiley Periodicals, Inc.
ISSN:1932-2054
1932-2062
DOI:10.1002/joe.20173