BofA's Direct-Deposit Debacle - ' Bank of America Base ' (
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Case">
Bank of America Base Case
Headquarters: Bank of America Corporate Center, 100 N. Tryon St., Charlotte, NC 28255
Phone: (888) 279-3457
Business: Third-largest bank in the U.S., with 4,500 branches in 21 states; provides retail and commercial banking, credit card and asset-management services
Chief Information Officer: Tim Arnoult, Technology and Operations Executive
Financials in 2001: $53.1 billion in revenue, $6.8 billion in net income, net profit margin 12.7%
Challenge: Maintain effective customer service and increase profitability, while consolidating assets acquired through mergers in the late 1990s
Baseline Goals:
Grow earnings per share 10% a year
Grow revenue by 6% to 9% a year
Achieve 20% return on equity, each year
Increase percentage of highly satisfied customers to 56%, from 42%
Projects: Customer Service 
