Introduction

Bank of America was formed in 1998 as a result of a series of mergers and acquisitions. In 2004, with revenues of US$ 49.6 billion and profit of US$14.1 billion, the California-based Bank of America Corporation was the fifth most profitable company in the world and second most profitable banking institution. BoA provided full-service banking in 29 states and in Washington, D.C in the US and had operations in 30 countries worldwide.

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The company performed its banking activities under three subsidiaries Bank of America National Association Bank of America, N.A. (USA) Fleet National Bank

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BoA had four major business segments Global Consumer and Small Business Banking Global Business and Financial Services Global Capital Markets and Investment Banking Global Wealth and Investment

 BoA had this inorganic growth strategy which helped the company in enlarging its customer base but it failed to generate customer satisfaction and retention. On January 24, 2001, Kenneth D. Lewis was appointed as the Chairman and CEO of BoA BoA adopted an organic growth strategy, which focused on providing high quality service to customer and enhancing their satisfaction and retention.

 Lewis adopted the Six Sigma quality initiative in the year 2001. Through Six Sigma, BoA focused on reducing the errors in the transaction involving customers, thereby increasing customer delight scores. BoA faced resistance during implementation of Six Sigma. In all, Six Sigma enhanced the customer delight ratings of BoA and also improved its revenue.