Implementing six sigma for improving business processes at an automotive bank

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 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 which are the crucial points of the successful implementation.