Bank of America - Accounts Payable (A)

On March 9, 1993, Mike Jackson, Vice President of Operations for the Bank of America (B of A) Finance Group, drove across the Bay Bridge to the Bank’s San Francisco headquarters. Moving slowly with the commuter traffic, Mr. Jackson
hoped that the morning’s meeting would suggest some remedy for a vexing problem—backlogs and errors in the Bank’s Accounts Payable (A/P) department that had grown steadily into a crisis.