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Banking, like other service industries, has many customer touch points so wastes truly impact effectiveness as much as they impact efficiency. As a simple example, when customers are attempting to open accounts the actual work that goes into making that…
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Elisabeth Swan

Elisabeth is a Master Black Belt at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.
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