What do the leaders in financial services know that you don't? Plenty.This accessible, comprehensive guide from two top business improvement experts shows how financial giants such as American Express, Bank of America, and Wachovia have applied Six Sigma, Lean, and Process Management to their service-based operations. Hayler & Nichols provide specific, real-world examples and offer step-by-step solutions to help you improve your company's processes."An excellent book for anyone involved in a business process excellence journey!" -Paul Baker, Managing Director, Group Operations, Lloyds TSB"Customer service, top-line growth, compliance, and regulatory oversight have all become crucial for financial institutions....The authors masterfully illustrate how Six Sigma and Lean, under a process management umbrella, support these relevant business objectives."-Juan Carlos Paez, Chief Operating Officer, BAC Credomatic Network"A great reference for those of us who want to 'fast-forward' our process innovation initiatives to achieve outstanding results."-Teng Soon Lang, Executive Vice President and Head, Group Quality & Process Innovation, Overseas Chinese Banking Corporation"The approaches that Hayler & Nichols describe are not just for the Operations function-they apply equally to Marketing and Sales...business process excellence is critical for maximizing the return on marketing investments and an organization's value creation."-Arjen Kruger, former Chief Marketing Officer, MasterCard EuropeHayler, Rowland is the author of 'Six Sigma for Financial Services How Leading Companies Are Driving Results Using Lean, Six Sigma And Process Management', published 2006 under ISBN 9780071470377 and ISBN 0071470379.