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      Dr. Lakshmi Mohan

Management Process Ties It All Together at Capital One

Organization Structure of Capital One

By market segments based on…

     … Customers’ credit quality

     … Activity with the card, etc.

Each Segment is a Profit Center

Head has the autonomy and team to run the operation for that segment like a small business

Enables opportunities to be sensed from the bottom-up and pursued quickly by motivated employees

Reward System Fosters Shared Values and Collaboration

Low turnover rate: 5% per year for customer-contact employees vs. industry average of 15% - 20%

Improves service and helps keep costs down

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