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Finance Quality Article Archive
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Quality Spotlight Archive | Management Spotlight Archive | Tools Spotlight Archive Readers' Choice: View All Top-Rated Articles Archives by Year: 2009 | 2008 | 2007 | 2006 | 2005 | 2004 | 2003 | 2002 | 2001 - Nine Steps to Create a Great Customer Survey - Part Two
Practitioners should follow nine basic steps when preparing a survey. Part One of this series discussed establishing a goal and a sample, and choosing the method. The next three steps relate to what types of questions to ask and how to ask them. Read the full article. October 28, 2009
- Using Blended Optimization to Quantify the Qualitative
Some large U.S. financial institutions have sought in recent years to develop risk-rating scorecards to help them become much more quantitative in how they evaluate and assign risks. Six Sigma can provide that path to better risk-rating scorecards. Read the full article. October 14, 2009
- Nine Steps to Create a Great Customer Survey: Part One
Many organizations use surveys to gather information to learn more about their customers. To prepare a successful survey, practitioners should follow nine basic steps that focus on its design and audience; the first three steps are explored here. Read the full article. September 30, 2009
- Continuous Improvement Should Apply to DMAIC Itself
Six Sigma's DMAIC roadmap is a process unto itself that can be - and should be - improved in each organization that uses Six Sigma as a critical component of continuous improvement and quality initiatives. Read the full article. April 1, 2009
- Six Sigma Tools and the Eight Keys to Risk Management
Enterprise risk management, a framework for managing risk, improves an organization’s ability to accept the right amount of risk to capture strategic opportunities. Each of the eight components of ERM can be supported by the tools of Six Sigma. Read the full article. March 18, 2009
- Six Sigma and Enterprise Risk Management
There is a synergistic relationship between enterprise risk management and Six Sigma. The continuous improvement methodology assists leadership in managing both the operations of the organization and the inherent risk associated with it. Read the full article. March 4, 2009
- Six Sigma and Enterprise Risk Management
There is a synergistic relationship between enterprise risk management and Six Sigma. The continuous improvement methodology assists leadership in managing both the operations of the organization and the inherent risk associated with it. Read the full article. February 18, 2009
- Aligning Call Center Agent Goals with Customer Desires
In the world of online banking, customers still need personal assistance sometimes, which has led to an increased volume in call centers. Within these centers, there may be no bigger improvement opportunity than the agent call handling process. Read the full article. January 7, 2009
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