Quality improvement models for business process change - A German case study

Abstract

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. © 2011 Springer-Verlag.