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Implementing Six Sigma for Improving Business Processes at an Automotive Bank

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Handbook on Business Process Management 1

Part of the book series: International Handbooks on Information Systems ((INFOSYS))

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.

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Notes

  1. 1.

    Basically in literature for “7Q” and “7M” the notion “tool” is established, speaking of “seven elementary quality tools” (7Q) and the “seven management tools” (7M). But we do not distinguish and use the term “technique” only.

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Author information

Authors and Affiliations

  1. Department of Management Information Systems, University of Regensburg, Regensburg, Germany

    Florian Johannsen

Authors
  1. Florian Johannsen
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  2. Susanne Leist
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  3. Gregor Zellner
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Corresponding author

Correspondence to Florian Johannsen .

Editor information

Editors and Affiliations

  1. Institute of Information Systems, University of Liechtenstein, Fürst-Franz-Josef-Strasse 21, 9420, Vaduz, Principality of Liechtenstein

    Jan vom Brocke

  2. Faculty of Science and Technology, Queensland University of Technology, 126 Margaret Street, Brisbane, Qld 4000, Australia

    Michael Rosemann

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Johannsen, F., Leist, S., Zellner, G. (2010). Implementing Six Sigma for Improving Business Processes at an Automotive Bank. In: Brocke, J.v., Rosemann, M. (eds) Handbook on Business Process Management 1. International Handbooks on Information Systems. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-00416-2_17

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