Customer focus and process discipline produce breakthrough results
Six Sigma puts the customer at the center of the company’s thinking, so associates are viewing the world from the outside in, designing processes that make a meaningful difference to customers. It’s changed the way individuals approach their jobs, and it’s raised the confidence and enthusiasm of associates, who can clearly see their efforts bearing fruit.
In addition, an integrated business planning process ties each individual’s performance plan to the company’s strategic objectives so that everybody is on the same team. The resulting teamwork, crossing traditional organizational boundaries, enables Bank of America to deliver the full spectrum of the company’s broad capabilities to all its customers.
This annual report, Portrait of a Bank, shows how Bank of America’s leaders and associates are putting the bank’s strategy into practice on behalf of customers to create value for shareholders.
 MARC D. OKEN
Chief Financial Officer
“Our goal is to produce consistent, attractive earnings growth at high rates of profitability for our shareholders.” |
 H. JAY SARLES
Vice Chairman and Special Advisor to the CEO
“When Bank of America and Fleet merged, our goals were to retain customers and increase deposits and loans, and we achieved those goals.” |
 R. EUGENE TAYLOR
President, Global Business and Financial Services
“With our unparalleled resources, products and industry expertise, we can do more for our clients—and do it better—than anyone else.” ( More...) |
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