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Leyer M.,ProcessLab | Vogel L.,Karlsruhe Institute of Technology | Moormann J.,ProcessLab
International Journal of Services and Operations Management | Year: 2015

As the concept of lean management is becoming more and more popular for service companies, the question arises on the applicability of lean management and its effects. This article is the first to systematically review the current literature using ideas from evidence-based medicine. To conduct this analysis a stepwise meta-review is used: 1) identification of relevant journals; 2) depiction of 80 relevant articles within these journals; 3) empirical evaluation of the content of the articles based on ideas from evidence-based medicine. The results show that literature insufficiently explains how lean can be applied to services. Most articles are limited to case studies, and findings are only partly rigorous. Existing empirical knowledge is based more on anecdotal evidence than on established facts. Concluding, more rigorous research has to be undertaken to thoroughly derive methods and identify obstacles to successful implementation, as well as causes and effects of lean implementation in services. Copyright © 2015 Inderscience Enterprises Ltd.

Leyer M.,ProcessLab | Chakrabarty A.,Queensland University of Technology
2011 IEEE International Conference on Quality and Reliability, ICQR 2011 | Year: 2011

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. © 2011 IEEE.

Chakraborty A.,Queensland University of Technology | Leyer M.,ProcessLab.
IEEE International Conference on Industrial Engineering and Engineering Management | Year: 2011

Six Sigma is considered to be an important management philosophy to obtain satisfied customers. But financial service organisations have been slow to adopt Six Sigma issues so far. 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. As a company wide implementation framework is missing so far, this paper tries to fill this gap. Based on theory, a conceptual framework is developed and evaluated by experts from financial institutions. The results show that it is very important to link Six Sigma with the strategic as well as the operations level. Furthermore, although Six Sigma is a very important method for improving quality of processes others such as Lean Management are also used This requires a superior project portfolio management to coordinate resources and projects of Six Sigma with the other methods used. Beside the theoretical contribution, the framework can be used by financial service companies to evaluate their Six Sigma activities. Thus, the framework grounded through literature and empirical data will be a useful guide for sustainable and successful implementation of a Six Sigma initiative in financial service organisations. © 2011 IEEE.

Pousttchi K.,University of Augsburg | Moormann J.,ProcessLab. | Felten J.,University of Augsburg
International Journal of Electronic Business | Year: 2015

Banks seek to utilise new media such as social networks, mobile devices or NFC. At the same time, new media augment market power of customers and open up opportunities for near- and non-banks to compete. Following these developments, the aim of our research is to document bankers' view on the impact of new media on bank processes. Therefore, we conduct a three-round Delphi study with 23 experts, resulting in assessments for 226 single items. Results include that the traditional interaction scenario is expected to remain leading throughout a 5-10 years' prospect but lose considerable share against impersonal and indirect scenarios, a clear request for channel-independent business processes and a strong impact of mobile banking on the bank processes. Furthermore, an increasing importance of mobile payments is expected even by traditional bank experts. As a methodical contribution, we introduce Delphi diagrams for the presentation of the study results.

Cheng B.,University of Hong Kong | Wang M.,University of Hong Kong | Moormann J.,ProcessLab | Olaniran B.A.,Texas Tech University | Chen N.-S.,National Sun Yat - sen University
Computers and Education | Year: 2012

Workplace learning is an important means of employees' continuous learning and professional development. E-learning is being recognized as an important supportive practice for learning at work. Current research on the success factors of e-learning in the workplace has emphasized on employees' characteristics, technological attributes, and training design elements, with little attention to workplace contextual effects. The study aims to investigate the impacts of organizational learning environment factors, including managerial support, job support, and organizational support, on employees' motivation to use a workplace e-learning system. A model was proposed based on the expectancy theory of training motivation and the social influences and facilitating conditions in technology acceptance models. The model was tested on sample data collected from mainland China using Structural Equation Modeling and Moderated Structural Equation Modeling. The results suggested that employees' perceived managerial support and job support had a significant impact on their perceived usefulness of the e-learning system for individual learning, and that perceived organizational support had a significant influence on the perceived usefulness of the e-learning system for social learning. Perceived usefulness for individual learning was found to completely mediate the environmental influences on individuals' motivation to use the system, while perceived usefulness for social learning made partial mediation in the effects of the environmental factors on intention to use. In addition, perceived job support was found to have moderating effects on the relationship between employees' perceived usefulness of the e-learning system and their intention to use the system. Consistent with previous findings, employees' perceptions about the usefulness of the e-learning system have significant effects on their intention to use the system in the work setting. © 2011 Published by Elsevier Ltd. All rights reserved.

Borner R.,ProcessLab | Uremovic A.,Cirquent GmbH
CSEDU 2010 - 2nd International Conference on Computer Supported Education, Proceedings | Year: 2010

In today's management approaches, quality improvement focused on a company's business processes plays an ever more important role. Methodologies like Six Sigma are used to improve quality, cut costs and save time by improving processes. Support and commitment of a company's employees are crucial success factors, so that training and motivation is essential. Role plays are a training method suitable for stimulating employee involvement. The article describes how the paper-based role play KreditSim has been transformed to a workflow management system. It shows how utilization of software can broaden the scope and sometimes shift the focus of trainings. By delivering impressive results in process performance the software inspires and motivates employees to learn Six Sigma tools and apply them to their daily business.

Dohmen A.,ProcessLab. | Leyer M.,ProcessLab.
AIP Conference Proceedings | Year: 2010

A well grounded understanding of process efficiency is essential for the sustainable success of organizations. This paper presents a novel method for analyzing the efficiency of business processes. It combines Data Envelopment Analysis (DEA) and Business Process Simulation (BPS) on process level. DEA is used to measure the efficiency of a process while BPS analyzes potential changes leading to a better efficiency. The combination of DEA and BPS is a promising approach for analyzing the structure of process (in-)efficiency. The methodology is presented by a numerical example dealing with a loan application process. The results show that it is a powerful methodology to assess process efficiency improvements. However, it is limited by the general disadvantages of a DEA and the assumptions required for conducting a business process simulation. © 2010 American Institute of Physics.

Borner R.,ProcessLab
16th Americas Conference on Information Systems 2010, AMCIS 2010 | Year: 2010

Recently, situational method engineering (SME) has become more and more popular. Due to the fact that different situations require different methods, SME offers a flexible adaptation of methods. Furthermore, various approaches for the identification of services within service-oriented architectures have been proposed in the last few years. However, none of them provide a significant degree of situation-specific adaptability. Goal of this paper is to develop a meta model that can be used to construct service identification methods specific to certain situations. Therefore, ideas of SME are transferred into the realm of service identification. The meta model is further applied to a fictitious case.

Leyer M.,ProcessLab | Wollersheim J.,TU Munich
PACIS 2011 - 15th Pacific Asia Conference on Information Systems: Quality Research in Pacific | Year: 2011

Business process management is indisputable an approach many organizations are aiming to adopt. While much emphasis is put on modeling business processes and designing information systems, the employees working in a process-oriented organization often struggle with these changes. Here, it is of major importance for organizations to take their employees with this change of mind towards processorientation to be successful. However, the question how an organization can support its employees in learning process-oriented thinking, remains open so far in the literature. Thus, this research-inprogress paper presents first results in trying to explore how employees can be supported. A rather new empirical method in this research field, namely a questionnaire experiment, is used. Based on a sample of 114 participants, we find empirical support for our hypotheses that learning in general matters with regard to process-oriented thinking. Organizations are better off when their employees learn process-oriented thinking by doing in comparison to provide documentations in order to actively promote learning.

Leyer M.,ProcessLab
PACIS 2011 - 15th Pacific Asia Conference on Information Systems: Quality Research in Pacific | Year: 2011

Context-aware business process management is moving into the focus of research interest. Since the environment is changing continuously, these changes influence business processes. Thus, the respective context has to be considered while analysing the performance of business processes. This paper presents a new methodological approach to identify the effect of contextual factors on business process performance in terms of processing time. For this purpose, we look at the level of activities within a business process. In a two-stage approach, process mining techniques are combined with statistical methods. This approach facilitates detecting impacted activities and thus determining which activities within a business process are indeed dependent on the context. The methodology is evaluated based on empirical data of an extensive case study from a bank's loan application process. The results reveal that although some contextual factors have an impact on processing time, the effect is limited to certain activities.

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