Transformation using Lean Six Sigma measures for service processes

Allison Stahl ()
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Allison Stahl: George Group, Postal: 2141 Rosecrans Avenue, Suite 3100, El Segundo, CA 90245, http://www.accenture.com/

Journal of Financial Transformation, 2006, vol. 18, 90-93

Abstract: Measuring the performance of your processes is the first step in transforming your business. If you do not know something about your business, then you cannot improve it. I believe you should have measures in place for understanding your business performance all the time. They should be continuously measured, and whenever possible put on some type of control or metric chart which allows you to monitor trends that are occurring. When you have these measures, you can then make improvements whenever it is determined that you have a gap between where the processes are performing and where you need to be performing to compete. In this article, I have discussed establishing those measures, and given some examples of measures within the financial industry. I have also shared some tools, such as the SIPOC, measures matrix, and how to clarify your customer’s needs.

Keywords: Six sigma; new management techniques; SIPOC; metric charts (search for similar items in EconPapers)
JEL-codes: O31 O32 (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:ris:jofitr:0835

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