Process Improvement of ABC Bank’s Current Incentive Program
Group 2
Kristin Lukasik
Tanya Kessen
Danielle Moore
Timothy Knihtila
Jennifer Goldinger
Table of Contents Section | Page Number | Cover Page | 1 | Executive Summary | 4 | Mission Statement | 5 | Flow Chart | 6 | Cause and Effect Diagram | 8 | Data Collection Tools | 9 | Collected Data | 12 | Data Analysis | 14 | Criteria Matrix | 29 | Conclusion | 30 | Conclusion; Impact, Recommendations, & Controls | 31-32 | Appendices | 33 |

List of Figures Figure 1 Flow Chart | 6 | Figure 2 Cause and Effects Diagram | 8 | Figure 3 Results from Survey Question 3 | 16 | Figure 4 Results from Survey Question 6 | 17 | Figure 5 Scatter Plot | 18 | Figure 6 Results from Survey Question 5 | 19 | Figure 7 Results from Survey Question 4 | 20 | Figure 8 Histogram | 21 | Figure 9 Pareto Chart | 23 | Figure 10 Critical Incident Chart: Cost to Profit Ratio | 25 | Figure 11 Critical Incident Chart: Products | 25 | Figure 12 Critical Incident Chart: Customer Service and Wait Times | 26 | Figure 13 Critical Incident Chart: Location | 27 | Figure 14 Critical incident Chart: Reputation | 27 |

List of Tables Table 1 Results from Banking Incentive Program Survey | 13 | Table 2 Criteria Matrix | 29 |

Executive Summary

Consider the following scenario; Barbara a bank teller at ABC Bank Corp does a phenomenal job completing Mr. Johnson’s transaction. They have a great time chatting about fishing and the weekend. Barbara has earned the trust of Mr. Johnson and feels she has earned the right to let Mr. Johnson know about ABC banks upcoming promotion and hands Mr. Johnson a flyer. Mr. Johnson is intrigued and reads over the flyer on the way out to his car. He notices that the offer is good, but he knows he can’t benefit from it. So he tosses it in a nearby waste