The application of a phenomenological framework to assess user experience with museum technologies

Six Sigma is a methodology that uses data and statistical analyses on business processes to measure and improve the conduct and the output of production and service-oriented processes. Derived from a variety of quality management and industrial engineering approaches, it has emerged into one of the most popular process re-design methodologies. This paper complements the rich body of knowledge on Six Sigma methods and techniques with insights into the actual adoption of Six Sigma. Sunstate Financials 1 is one of Australia\u27s leading financial organizations. Having recognized the advantages of Six Sigma, Sunstate Financials started their Six Sigma journey in 2001. The peak of Six Sigma deployment at Sunstate Financials lasted for approximately 2 years. Almost every person in the company was aware of the Six Sigma methodology, and many projects commenced under the Six Sigma banner. Although the use of Six Sigma has shown dramatic process improvements and cost reductions, Six Sigma is no longer in use at Sunstate Financials. This teaching case explores the Six Sigma experiences of one of Australia’s leading financial service providers, and why this methodology failed as a sustainable long term approach. It describes the key issues of Six Sigma and provides valuable lessons learnt

Framework of a Process Laboratory for the Operational Control of Service Processes

Service processes such as financial advice, booking a business trip or conducting a consulting project have emerged as units of analysis of high interest for the business process and service management communities in practice and academia. While the transactional nature of production processes is relatively well understood and deployed, the less predictable and highly interactive nature of service processes still lacks in many areas appropriate methodological grounding. This paper proposes a framework of a process laboratory as a new IT artefact in order to facilitate the holistic analysis and simulation of such service processes. Using financial services as an example, it will be shown how such a process laboratory can be used to reduce the complexity of service process analysis and facilitate operational service process control

How to design customer-centric processes in the banking industry

Banks and other financial services providers continuously claim to offer customer-oriented services, yet they still focus on delivering products instead of providing solutions to their customers’ needs. For instance, banks offer business customers only products and services that solve isolated problems, such as liquidity, financing, and investment services, and fail to reflect the intrinsic requirements of business clients, such as procurement, order fulfillment, and sales. Hence, customers are rarely fully satisfied with banking services. Consequently, the consistent alignment of financial services to customer processes becomes increasingly important for enhancing the competitiveness of banks. This paper will present the design of a customer-centric business process model, which allows banks to closely align their business processes with those of their customers and as a result achieve a high level of customization and to provide a new spectrum of services that add value to the clients. The sample that will be analyzed in this paper will comprise of small and mediumsized enterprises.banks; customer-centric; customer process; financial services

How to design customer-centric business processes in the banking industry

Banks and other financial services providers continuously claim to offer customer-oriented services, yet they still focus on delivering products instead of providing solutions to their customers’ needs. For instance, banks offer business customers only products and services that solve isolated problems, such as liquidity, financing, and investment services, and fail to reflect the intrinsic requirements of business clients, such as procurement, order fulfillment, and sales. Hence, customers are rarely fully satisfied with banking services. Consequently, the consistent alignment of financial services to customer processes becomes increasingly important for enhancing the competitiveness of banks. This paper will present the design of a customer-centric business process model, which allows banks to closely align their business processes with those of their customers and as a result achieve a high level of customization and to provide a new spectrum of services that add value to the clients. The sample that will be analyzed in this paper will comprise of small and ediumsized enterprises.banking; customer process; customer centricity

TEACHING CASE INFLUENCES OF SIX SIGMA: NEMBRACEMENT AND ABONDENMENT

Six Sigma is a methodology that uses data and statistical analyses on business processes to measure and improve the conduct and the output of production and service-oriented processes. Derived from a variety of quality management and industrial engineering approaches, it has emerged into one of the most popular process re-design methodologies. This paper complements the rich body of knowledge on Six Sigma methods and techniques with insights into the actual adoption of Six Sigma. Sunstate Financials 1 is one of Australia\u27s leading financial organizations. Having recognized the advantages of Six Sigma, Sunstate Financials started their Six Sigma journey in 2001. The peak of Six Sigma deployment at Sunstate Financials lasted for approximately 2 years. Almost every person in the company was aware of the Six Sigma methodology, and many projects commenced under the Six Sigma banner. Although the use of Six Sigma has shown dramatic process improvements and cost reductions, Six Sigma is no longer in use at Sunstate Financials. This teaching case explores the Six Sigma experiences of one of Australia’s leading financial service providers, and why this methodology failed as a sustainable long term approach. It describes the key issues of Six Sigma and provides valuable lessons learnt

Influences of six sigma embracement and abandonment (teaching case)

Six Sigma is a methodology that uses data and statistical analyses on business processes to measure and improve the conduct and the output of production and service-oriented processes. Derived from a variety of quality management and industrial engineering approaches, it has emerged into one of the most popular process re-design methodologies. This paper complements the rich body of knowledge on Six Sigma methods and techniques with insights into the actual adoption of Six Sigma. Sunstate Financials is one of Australia's leading financial organizations. Having recognized the advantages of Six Sigma, Sunstate Financials started their Six Sigma journey in 2001. The peak of Six Sigma deployment at Sunstate Financials lasted for approximately 2 years. Almost every person in the company was aware of the Six Sigma methodology, and many projects commenced under the Six Sigma banner. Although the use of Six Sigma has shown dramatic process improvements and cost reductions, Six Sigma is no longer in use at Sunstate Financials. This teaching case explores the Six Sigma experiences of one of Australia’s leading financial service providers, and why this methodology failed as a sustainable long term approach. It describes the key issues of Six Sigma and provides valuable lessons learnt

Framework of a process laboratory for the operational control of service processes

Service processes such as financial advice, booking a business trip or conducting a consulting project have emerged as units of analysis of high interest for the business process and service management communities in practice and academia. While the transactional nature of production processes is relatively well understood and deployed, the less predictable and highly interactive nature of service processes still lacks in many areas appropriate methodological grounding. This paper proposes a framework of a process laboratory as a new IT artefact in order to facilitate the holistic analysis and simulation of such service processes. Using financial services as an example, it will be shown how such a process laboratory can be used to reduce the complexity of service process analysis and facilitate operational service process control

ACRIDICON–CHUVA Campaign: Studying Tropical Deep Convective Clouds and Precipitation over Amazonia Using the New German Research Aircraft HALO

Between 1 September and 4 October 2014, a combined airborne and ground-based measurement campaign was conducted to study tropical deep convective clouds over the Brazilian Amazon rain forest. The new German research aircraft, High Altitude and Long Range Research Aircraft (HALO), a modified Gulfstream G550, and extensive ground-based instrumentation were deployed in and near Manaus (State of Amazonas). The campaign was part of the German–Brazilian Aerosol, Cloud, Precipitation, and Radiation Interactions and Dynamics of Convective Cloud Systems–Cloud Processes of the Main Precipitation Systems in Brazil: A Contribution to Cloud Resolving Modeling and to the GPM (Global Precipitation Measurement) (ACRIDICON– CHUVA) venture to quantify aerosol–cloud–precipitation interactions and their thermodynamic, dynamic, and radiative effects by in situ and remote sensing measurements over Amazonia. The ACRIDICON–CHUVA field observations were carried out in cooperation with the second intensive operating period of Green Ocean Amazon 2014/15 (GoAmazon2014/5). In this paper we focus on the airborne data measured on HALO, which was equipped with about 30 in situ and remote sensing instruments for meteorological, trace gas, aerosol, cloud, precipitation, and spectral solar radiation measurements