Quality Improvement Models for Business Process Change – A German Case Study

  • Matthias Kaiser
  • Frederik Kerssenfischer
  • Frederick Steinke
  • Tobias Fritsch
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 97)


This paper describes the role of business phase models with regards to modern IT-service design. Hence, the usability of two models incorporated for IT-service design in modern business environments will be evaluated. The two examined models are namely the classic four-step model also referred to as PDCA-Circle of Deming on the one hand and the lean Six Sigma model on the other hand.

The approach includes qualitative interviews with six different specialists of German companies in disjoint practices. This practice-diversity is needed to profile the current process of IT-service design over cross-sectional areas. Based on the standardized interviews, seven drivers of the research framework have been identified as quantification guidelines for the performance of phase models in current IT-service design. Thereafter, a case study of a large German insurance IT-department was analyzed. The results are showing differences in the explanatory power. Thereby, the lean Six Sigma model offers a wide set of tools for customer orientation, whereas the classic four-step model scores lower on average. Based on these insights, this paper analyzes if the findings can be generalized for other practices and how future IT-services can be supported by a modification of the theoretical frameworks.


Business Process Sigma Model Success Factor Total Quality Management Paper File 
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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Matthias Kaiser
    • 1
  • Frederik Kerssenfischer
    • 1
  • Frederick Steinke
    • 2
  • Tobias Fritsch
    • 3
  1. 1.Technische Universität MünchenGarching b. MünchenGermany
  2. 2.Humboldt-Universität zu BerlinBerlinGermany
  3. 3.Freie Universität BerlinBerlinGermany

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