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• W1566677439 abstract "Due to the increased competitive environment in the retail banking industry, customer satisfaction and efficient back office processes have become more important. Lean Six Sigma (LSS) is a management style that is focused on improving processes and increasing customer satisfaction. Discrete-Event Simulation (DES) is a method that is able to capture dynamic processes, and supports the analysis of processes and evaluation of alternative designs. The literature of an integrated approach of LSS and DES is scant. In this article the research question is answered: “When and how can Discrete-Event Simulation and Lean Six Sigma be integrated?”. A case is researched, designing improvements to the closing process of current accounts at a retail bank, with an integrated approach of LSS and DES techniques. The case shows that DES can be properly used in LSS when a dynamic, interactive and complicated process is improved. Vice versa, LSS provides tools and dynamics that can support a DES study. These are: a strong focus on analyzing issues, involving stakeholders for generating alternative designs and the project management tools handed by LSS. Future research should focus on the value of the integrated approach for: implementing designs, the effects of animation and the use of the integrated approach with a full project team." @default.
• W1566677439 created "2016-06-24" @default.
• W1566677439 creator A5000189540 @default.
• W1566677439 date "2011-10-20" @default.
• W1566677439 modified "2023-09-23" @default.
• W1566677439 title "Streamlining cross departmental interactions of back office processes in financial services" @default.
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• W1566677439 hasPublicationYear "2011" @default.
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