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Six Sigma and Business Process Management

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Handbook on Business Process Management 1

Part of the book series: International Handbooks on Information Systems ((INFOSYS))

Abstract

Business Process Management has no set methods of analysis for removing unneeded process steps, identifying inefficient or ineffective process steps, or simply determining which process steps to focus on for improvement. Often, tools and techniques from Six Sigma, an orientation to error-proofing that originated in the quality movement of the 1980s, are borrowed for those tasks. This chapter defines several Six Sigma techniques and shows how they can be used to improve deficient processes. The application of Six Sigma techniques is illustrated through a case study. Six Sigma can add to BPM efforts, however, it has few guidelines on how to choose techniques or redesign processes, thus requiring special skills and experience to add value to a process improvement project.

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Acknowledgments

I thank the reviewers, my students, colleagues, and process clients at University of Dallas.

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Authors and Affiliations

  1. IT and IT Service Management Programs, University of Dallas, Graduate School of Management, Irving, TX, USA

    Sue Conger

Authors
  1. Sue Conger
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Correspondence to Sue Conger .

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Editors and Affiliations

  1. Institute of Information Systems, University of Liechtenstein, Fürst-Franz-Josef-Strasse 21, 9420, Vaduz, Principality of Liechtenstein

    Jan vom Brocke

  2. Faculty of Science and Technology, Queensland University of Technology, 126 Margaret Street, Brisbane, Qld 4000, Australia

    Michael Rosemann

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Conger, S. (2010). Six Sigma and Business Process Management. In: Brocke, J.v., Rosemann, M. (eds) Handbook on Business Process Management 1. International Handbooks on Information Systems. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-00416-2_6

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