...Ayon Chakraborty; Michael Leyer Purpose 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...

...Joran Lokkerbol; Ronald Does; Jeroen de Mast; Marit Schoonhoven Purpose The purpose of this paper is to create actionable knowledge, thereby supporting and stimulating practitioners to improve processes in the financial services sector. Design/methodology/approach This paper is based on a case...