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The purpose of this paper is to understand the role of increasing employees’ level of continuous improvement (CI) empowerment, i.e. employees’ knowledge and understanding of CI, the possibility of open communication and support from the work environment regarding CI, in the implementation of CI over time.

Based on the theory of structural empowerment, the authors test the research question using evidence from a case study in a European financial services provider. Data are gathered with questionnaires on a team level and cover a period of 2.5 years including 780 participants.

The findings show that after conducting a CI programme in the case, there is a significant increase in employees’ CI empowerment over time, which has a positive but time-lagged relationship with the level of CI implementation.

Implications are that CI empowerment can be created sustainably and is an important factor in establishing CI in a company, but that it takes time until empowerment leads to changes in behaviour. However, it has to be considered that these implications are solely derived from empirical results from a single company.

Financial service providers should invest in establishing CI empowerment and consider a delay in realising measurable benefits in terms of the level of CI implementation.

This paper is the first empirical study to examine the relationship between employee CI empowerment and the implementation of CI from a longitudinal perspective.

This study investigates the impact of the degree of process maturity on the degree of patient orientation in the context of radical process changes. The study is based on a sample of healthcare providers in Ukraine which experiences a fundamental transformation of its healthcare system.

The investigation was conducted among the full population of the chief physicians from 53 medical institutions (hospitals, general practitioners centers, dental clinics, and maternity clinics) in one of the largest cities in Ukraine. We investigated the maturity of the process of interaction with patients as perceived by these top managers. We applied variance-based structural equation modeling (SmartPLS3).

The study shows that each stage of process maturity predetermines the following one. With regard to the impact of each stage of process maturity on patient orientation, all stages show a positive and significant relationship toward patient orientation, i.e. even the lowest stage of maturity is critical for patient orientation. A further contradictory finding to extant literature is, that based on the set of indicators, the process appears to be in different stages at the same time. This speaks against the regular sequence-based approach toward process maturity.

Although it has been assumed that higher degrees of process maturity are associated with higher customer (patient) orientation, this work shows that the relationship holds also for each stage of process maturity separately. This research is based on a very unique sample – the almost complete set of chief physicians and their deputies of practically all medical institutions of a large city.

The purpose of this paper is to contribute to the limited body of empirical knowledge on the impact of Lean Six Sigma (LSS) program implementations on organizational performance in financial services by investigating how antecedents of Lean Six Sigma program success (motivations, selected LSS methods and challenges) affect organizational performance enhancement via LSS program performance.

A sample of 198 LSS professionals from 7 countries are surveyed. Structural equation modeling (SEM) is performed to test the questioned relations.

This study’s findings comprise: (1) LSS program performance partially mediates the relationship between motivations for LSS implementation and organizational performance, (2) selected LSS method applications has a fully (mediated) indirect impact on organizational performance, (3) LSS implementation challenges also have an indirect (mediated) impact on organizational performance and (4) LSS program performance has a positive impact on organizational performance.

The findings of this research predominantly provide nuances and details about LSS implementation antecedents and effects, useful for managers in advising their business leaders about the prerequisites and potential operational and financial benefits of LSS implementation. Furthermore, the paper provides evidence and details about the relationship between important antecedents for LSS implementation identified in existing literature and their impact on organizational performance in services. Thereby, this research is the first in providing empirical, cross-sectional, evidence for the antecedents and effects of LSS program implementations in financial services.

Insights about customers' processes of value creation are highly beneficial for companies striving to provide customers with added value in their processes. Customer processes (CPs) of a complex nature, like buying real estate, are highly heterogenous and comprise numerous activities. Existing data-gathering methods either overlook the variability of these processes or do not record their contents thoroughly. Drawing conclusions from analyzing such poor-quality data can result in the design of supposedly customer-centric offerings that fail to provide customers with value in their processes. This paper aims to introduce a method for gathering complex CP data of superior quality: the interactive questionnaire.

The design of the novel method is guided by requirements derived from the literature. In a field study, the method's performance is compared with that of existing methods.

The interactive questionnaire produces data quality gains by combining data gathering in large sample sizes with features enabling survey participants to interact with each other. A field study confirms that it outperforms all hitherto existing methods in terms of the quality of the obtained data.

This study contributes to CP management literature by introducing a method capable of gathering complex CPs in sample sizes sufficiently large to accurately reflect their variability and in broad scope including activities beyond the company's perception. Having such CP data available is the precondition for a joint optimization of CPs and aligned business processes.

The business engineering (BE) methodology is used to design process-oriented and customer-centred companies in a systematic and holistic way. However, BE demands a high learning effort with regard to the logical flow, instruments and supporting software. The purpose of this paper is to explore which elements of action learning are most useful regarding BE.

To enable students to learn BE, a graduate-level course based on action learning is designed. Within a one-week schedule, participants are guided through the three phases of BE covering 31 learning elements. A post-test measures the learning experience. Regression analysis identifies elements that lead to high learning performance.

Results from five courses with 79 students reveal that action learning is useful to obtain declarative and procedural knowledge of BE. Learning elements delivering theoretical input and the use of an exemplary case could be reduced, while more time should be devoted to group work on a self-developed case study.

The paper is based on a specific course design for the topic of BE, which might limit the results’ transferability to other business process management (BPM) teaching areas. However, it provides implications about the decisive elements for learning how to design process-oriented companies.

The results can be used by instructors to design more meaningful courses on BE.

The paper delivers new insights into how issues of BPM should be taught. This area, particularly regarding BE, has received little research attention.

Companies that strive to provide customers with value in their processes benefit from artefacts that allow them to better understand customer processes (CPs) and to influence CPs in ways that are valuable for customers. Such CP-centric artefacts (CPCAs) carry various labels across research fields, which inhibit their application or utilization for developing further artefacts. This study provides a structured overview of existing CPCAs and investigates which research foundations promote their development.

Twenty-five CP-related keyword combinations are applied in several iterations using multiple (meta) search engines to identify papers on CPCAs across different research streams. Introduced research frameworks organize the identified artefacts and indicate research gaps and reasons why some approaches are more successful in developing CPCAs than others.

Existing CPCAs cover different aspects of CPs and utilize contextual factors of CPs to varying degrees to analyse or influence CPs. Research gaps are identified that indicate opportunities to develop further CPCAs. Taking instantiated methods in combination with CP-related descriptive knowledge as a foundation yields the highest potential for generating beneficial CPCAs.

This paper contributes to CP management literature by offering a foundation for the generation of CPCAs suitable for analysing and influencing CPs of end-consumers. This supports the establishment of a CP management aiming at optimizing both, interlinked business processes and CPs.

The purpose of this paper is to present and discuss results from the first empirical study on the status and the success factors of Six Sigma in the financial services sector.

An empirical study using a comprehensive and tested survey instrument has been conducted in banks, insurance companies, and related service providers in Germany, Switzerland, Austria, and Great Britain.

One quarter of financial services providers has identified the Six Sigma methodology as being suited for their continuous process improvement efforts. Pressures to reduce costs, the desire to exploit market opportunities, and dissatisfied customers are the main drivers. However, the uptake of Six Sigma is still in the early stages. Most companies apply the methodology in pilot projects only. Nevertheless, respondents estimate a cost‐benefit ratio of 1‐4.3. Dissatisfaction with Six Sigma projects is often caused by insufficient data quality and data quantity, lack of resources, and missing support from top management.

Although Six Sigma has been successfully implemented in many industries, its application in the service sector is still in question. This paper presents for the first time results of a survey within the financial services industry with the aim to analyze the acceptance level of the Six Sigma methodology, the achieved results, and the factors that determine its successful implementation.

A major problem of operational control in the services industry is the integration of customers in the delivery process. The aim of this paper is to develop a method that allows service companies to evaluate the impact of customer integration on operational control in service processes.

The development of the proposed method follows a design science approach. Thus, the method is conceptualised on the basis of production, services and information systems research. A case study of loan processing in a bank serves to evaluate the applicability of the method.

As a result of this study, customer integration should be included into operational control following three steps: identification of the type of customer integration; quantification and characterisation of the impact of the integration; and identification of the appropriate mechanisms of operational control to deal with the customer integration better. The results of the case study show that customer integration has an impact on certain activities within a service process only but the results can be used to enhance operational control.

The method can be used by process managers of service companies to identify the impact of customer integration on operational control. Thus, decisions within operational control and consequently the overall productivity of a service process can be improved.

The paper delivers a new insight how customer integration and operational control can be linked in service processes. Thus, a theoretical gap in service operations literature is filled. Furthermore, the case study demonstrates how the method can be used in practice.

Lean thinking is important for a successful implementation of process-driven changes. Especially financial service providers are forced to improve their organisational efficiency due to intense competition and regulatory burdens. The purpose of this paper is to identify how lean financial service companies in Germany are.

A quantitative survey published online is used. In total, 3,624 employees from every hierarchical level participated in the study.

The results not only reveal that there is only a moderate lean thinking in financial service companies. We rather observe a “lean fata morgana”. Employees in general believe they are leaner than their actual behaviour discloses. In addition, managers perceive their work environment leaner than subordinates do. At the same time, managers do not behave lean as they spend almost a third of their working time with operational work instead of guiding the employees.

Answers are based on the anonymous, subjective ratings of employees and thus statements regarding single organisations cannot be made.

The results can be used by managers to address typical weak aspects when introducing lean management to improve the success chances. Furthermore, the questionnaire can be applied for assessments for a single organisation before an introduction of lean.

For the first time, this paper presents results which cover the lean degree beyond a single company’s perspective. The results allow for an indication which aspects of lean are unincisive with regard to functional areas and hierarchical levels of financial service providers.

The paper aims to explore staff's experience with role‐plays using the example of training bank employees in Six Sigma as a major methodology for business process improvement.

The research is based on a case study. A role‐play, KreditSim, is used to simulate a loan approval process that has to be improved by the participants. KreditSim has been conducted many times with various groups in both academic and professional environments. The authors used five role‐play sessions to conduct a survey among the participants and questioned seven facilitators experienced in KreditSim to generate empirical evidence for the effectiveness of such role‐plays.

Role‐play based simulations complement training programs in terms of active participation and first‐hand experience. Not only methodological learning is achieved but social and communicative as well as affective learning are supported, too. The employed role‐play highlights the relevance and applicability of the Six Sigma methodology to staff's day‐to‐day responsibilities. Besides boosting awareness for process thinking, the role‐play also helps to engage staff members in process improvement efforts.

A limitation to the results might be the small number of facilitators that supervised the role‐play sessions so far. Thus, results may not be representative in a statistical sense. Moreover, the design of KreditSim could be modified in different ways for future seminars. Using software to automate certain activities is one possible modification. Ongoing research investigates in how far such modifications influence the effectiveness and the participant's perception of the role‐play.

The present study reveals that role‐plays can be effectively used for staff training. The results show that staff are strongly receptive to role‐plays in the context of business process improvement. Furthermore, several objectives such as methodological or social learning can be pursued and combined by this type of training instrument.

This article contributes to existing research in analyzing the effectiveness of role‐plays in a workplace setting. The paper is based on a number of professional role‐play sessions within the financial services sector. The survey comprises multiple dimensions of learning and supports that staff appreciate the usage of role‐play based simulation in a workplace environment.