Analysis and Optimization of the Credit Application Process at DaimlerChrysler Bank

Lars Müller and Frank Gahse
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Lars Müller: DaimlerChrysler Bank AG
Frank Gahse: IDS Scheer AG

A chapter in Corporate Performance Management, 2006, pp 219-232 from Springer

Abstract: Summary DaimlerChrysler Bank is one of the leading German auto-banks and for years has been expanding at a rate well above the sector average. Fast and fault-free business processes with low process costs are a key success factor for long-term retention of satisfied customers through new profitable financial services. A year ago, DaimlerChrysler Bank decided to implement ARIS Process Performance Manager. This article discusses the procedure and the experiences gained during the rollout of process measurement for the credit application process. It ends with a look at future uses for the tool.

Keywords: Process performance management; measuring and analyzing process performance indicators; process automation; service level management; customers’ business processes; return on investment in IT (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-540-30787-7_15

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DOI: 10.1007/3-540-30787-7_15

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