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Quality Quandaries: Deploying Operational Excellence at a Financial Service Provider

Summary: In this column, the authors discuss a Lean Six Sigma transformation of a financial service provider through the five phases of a maturity model. The authors elaborate on the interesting features of each of the phases and conclude that the five-phase model (DMAIC: Define, Measure, Analyze, Improve, and Control) is a useful structure for an organizational Lean Six Sigma transformation. This may help to inspire or guide leading black belts or Lean Six Sigma program managers in the implementation of their own Lean Six Sigma program.

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  • Topics: Quality Management
  • Keywords: Performance excellence, Financial industry, Six Sigma, Organizational improvement initiatives, DMAIC, Case study
  • Author: de Mast, Jeroen; Kemper, Benjamin P. H.; Wiltjer, Astrid; Does, Ronald J. M. M.;
  • Journal: Quality Engineering