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Implementing Six Sigma for Improving Business Processes at an Automotive Bank

In: Handbook on Business Process Management 1

Author

Listed:
  • Florian Johannsen

    (University of Regensburg)

  • Susanne Leist
  • Gregor Zellner

Abstract

Today, in the eyes of both customers and suppliers, product-related financial services take an eminent position. This does also apply to the automotive industry and its financial service providers (e.g., automotive banks). As a consequence, quality management and especially business process improvement methods (e.g. Six Sigma) attract growing attention in (the field of) financial services. Above all, the Six Sigma approach is being increasingly discussed in both literature and practice. This chapter is the result of the prototypical implementation of Six Sigma at an automotive bank; the focus is on the selection and the combination of quality techniques used at an automotive bank, the crucial points of the successful implementation.

Suggested Citation

  • Florian Johannsen & Susanne Leist & Gregor Zellner, 2010. "Implementing Six Sigma for Improving Business Processes at an Automotive Bank," International Handbooks on Information Systems, in: Jan vom Brocke & Michael Rosemann (ed.), Handbook on Business Process Management 1, pages 361-382, Springer.
    • Handle: RePEc:spr:ihichp:978-3-642-00416-2_17
    DOI: 10.1007/978-3-642-00416-2_17
    as

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