Why do some companies outperform others even when they adopt the same operational improvement practices? For instance, in banking, HSBC, Bank of America, American Express, Citi, NatWest, and Westpac have all implemented Lean, Six Sigma, and similar Operational Excellence practices. Yet their outcomes vary widely. Some, such as Bank of America and HSBC, have gained market share and boosted customer satisfaction, while others, such as Royal Bank of Scotland and Westpac, have plateaued or fallen behind.
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