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Frankfurt am Main, Germany

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 | 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.

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.

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.

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.

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