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

Article Abstract:

Capital one used Six Sigma in steering its Direct Banking business into a new direction, in redesigningf its primary business processes, and in creating a customer-centered culture. After three years of implementation, the business has mastered the customer-focused culture and has improved continuously. The strategy of the Direct Banking business of Capital One is described in detail.

Commercial Banks, Marketing procedures, Product quality, United States, Banking industry, Usage, Quality management, Capital One Bank, Customer relations, Six Sigma (Quality control)

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Attributions of service switching: a study of consumers' and providers' perceptions of child-care service delivery

Article Abstract:

Parents will change child care providers more readily if they have different perceptions of good child care than the child care provider. Child care providers attribute the change to different causes than the parents.

Australia, Child day care services, Day Care Centers, Statistical Data Included, Evaluation, Social services, Child care services, Social services industry

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