Bank of America CRE Study to improve floor care process.

1. 6σ
Management By Fact
Carpet and Floor Covering Bucket
Study
April 23, 2003
11 am

2. Carpet and Floor Care Bucket
♦ Presented by:
Penny M. Stein – Jones Lang LaSalle
♦ Subcommittee Members:
Deanna Billington – Jones Lang LaSalle
Susan Heath – Trammell Crow
Pam Hufstetler– Trammell Crow
Timothy Mulligan – Corporate Real Estate

3. Carpet and Floor Covering
Problem Statement
♦ Floor covering within retail banking centers is in disrepair thus
potentially posing a safety hazard to both clients and associates.
♦ Evaluation of year 2002 spend indicates 712 work orders
generated for floor covering repairs. Evaluation results further
indicate an inconsistent repair approach and methodology across
the franchise
♦ No process in place to achieve optimum life or best appearance
of floor materials; consequently, best pricing for repair is not
being achieved.
♦ Maintenance of floor covering is high as product is not
conducive to heavy-traffic markets.

4. Carpet and Floor Covering
Problem Statement (continued)
♦ To ensure a successful roll-out of the New Store Initiative, a
low-maintenance product is warranted as a deterrent to
product maintenance-related issues experienced by current
users
♦ Floor covering projects a negative or favorable image to
clients and associates, the attendant result either detracts
from or enhances the overall experience in the workplace
environment. Our goal is to enhance the overall experience

5. CCB East West Portfolio
2002 Carpet and Floor Care Total Spend
450,000
400,000
350,000
300,000
250,000
200,000
150,000
100,000
50,000
0
1
West CCB 256,228
East CCB 159,671
Total CCB 415,899

6. CCB Combined Portfolio
2002 Carpet and Floor Care Total Spend
100,000
90,000 89,431
80,000
70,000 69,853
60,000
50,000
48,249
40,000
33,476 32,931
30,000
28,365 28,447
20,000 21,420 20,247
18,542
15,328
10,000
6,307
3,302
0
MidWest S Texas N Texas Mid Atlantic Georgia Mid South S Florida
N Florida So Cal (LA) So Cal (IN) No Cal No West So West

7. CCB Combined Portfolio
2002 Carpet and Floor Care Percentage of Total Spend
N Texas
1%
So West MidWest
No West
5% 8% S Texas Mid Atlantic
7%
4% 2%
No Cal
Georgia
12%
4%
Mid South
5%
S Florida
8%
So Cal (IN) N Florida
21% 7%
So Cal (LA)
16%
MidWest S Texas N Texas Mid Atlantic Georgia Mid South S Florida
N Florida So Cal (LA) So Cal (IN) No Cal No West So West

8. West CCB Portfolio
By Expense Category
40,000
35,000
30,000
25,000
So Cal (CA)
So West
20,000
No Cal
So Cal (IN)
No West
15,000
10,000
5,000
-
Repair Carpet Install Carpet Repair Tile Install Tile Miscellaneous

9. East CCB Portfolio
By Expense Category
25,000
20,000
MidWest
15,000
S Texas
N Texas
Mid Atlantic
Georgia
Mid South
10,000
S Florida
N Florida
5,000
-
Repair Carpet Install Carpet Repair Tile Install Tile Miscellaneous

10. West CCB Portfolio
By Work Order
110
105
100
90
80
70
So Cal (CA)
60 63
So West
No Cal
50
So Cal (IN)
47 No West
40 43
38
30
20 23
22
18
16
10 11 11 11
8 9
4 4 4 4 6
2 2 - 2 2 2
-
Repair Carpet Install Carpet Repair Tile Install Tile Miscellaneous

11. East CCB Portfolio
By Work Order
25
25
22
20
19
18
17 17
MidWest
15 S Texas
N Texas
Mid Atlantic
Georgia
10 11 11 11 Mid South
S Florida
N Florida
8 8 8 8
7 7
6
5
5 5
4 4 4 4
3 3 3
2 2 2 2 2 2
1 1 1 1 - 1
- - - -
Repair Carpet Install Carpet Repair Tile Install Tile Miscellaneous