Implementing Six Sigma for Improving Business Processes at an Automotive Bank

Florian Johannsen (), Susanne Leist and Gregor Zellner
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Florian Johannsen: University of Regensburg

A chapter in Handbook on Business Process Management 1, 2010, pp 361-382 from Springer

Abstract: 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.

Keywords: Business Process; Quality Management; Control Chart; Financial Service; Technology Acceptance Model (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:spr:ihichp:978-3-642-00416-2_17

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DOI: 10.1007/978-3-642-00416-2_17

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