Implementing a Six Sigma initiative in financial service companies

Leyer, M., and Chakraborty, A. (2011) Implementing a Six Sigma initiative in financial service companies. In: International Conference on Quality and Reliability (ICQR), pp. 521-525. From: 2011 IEEE International Conference on Quality and Reliability (ICQR 2011), 14–17 September 2011, Bangkok, Thailand.

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Abstract

In a world of intense competition, Six Sigma is considered to be an important management philosophy, supporting organisations in their efforts to obtain satisfied customers. As financial service organisations have been slow to adopt Six Sigma, issues concerning its implementation are of major importance. For its implementation a large number of tools and techniques have been suggested by academics and practitioners. Intriguingly, despite the extensive effort that has been invested and benefits that can be obtained, the systematic implementation of Six Sigma in financial service organisations is limited. This paper presents a conceptual framework derived from literature and empirical results with a focus on financial services. Using this framework a financial service company should be able to cope with the relevant critical success factors. Thus, the framework allows identifying relevant aspects for a sustainable and successful implementation of a Six Sigma initiative.

Item ID: 25635
Item Type: Conference Item (Research - E1)
ISBN: 978-1-4577-0626-4
Keywords: Six Sigma, framework, financial services, critical success factors
Date Deposited: 06 Sep 2013 02:28
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150313 Quality Management @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9001 Financial Services > 900101 Finance Services @ 100%
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