Lean Six Sigma in Banking Services

Dr. Vijaya Sunder M is an Assistant Professor, Operations Management at Indian School of Business (ISB), Hyderabad, India. In the past, he was the Head of Business Process Excellence at the World Bank Group. Vijaya holds his PhD in Operational Excellence from Indian Institute of Technology (IIT) Madras, a distinction holder in Master of Business Administration from the Sri Sathya Sai Institute of Higher Learning and a gold medalist in Bachelor of Engineering from the Anna University, India. He is a Lean Six Sigma Master Black Belt, ISO 9001:2015 Quality Lead Auditor, and Lean Facilitator.  He has led and mentored various re-engineering and process improvement programs that helped improve the customer experience, employee satisfaction, eliminate process defects, increase productivity and reduce costs across reputed organizations including the World Bank, Barclays, American Express and Citi Group. His research and teaching interests include Operational Excellence, ProjectManagement, Quality Management, Industry 4.0 and Operations Strategy. He has published research papers on quality management and operational excellence in several respected international journals.Dr. L.S. Ganesh is a Professor in the Department of Management Studies at the Indian Institute of Technology (IIT) Madras, India. Ganesh holds the BE (Hons.) degree in Mechanical Engineering of BITS Pilani, and MTech in Maintenance Engineering and Management from IIT Madras. He completed his PhD from IIT Madras with a thesis on educational planning in Tamil Nadu schools. From then on, he has held many responsible positions including, being the Head of the Department and Dean (Students) at IIT Madras. He is a Distinguished Fellow of the Project Management Institute (India).  His research and teaching interests span a wide range of areas including Systems Thinking, Project Management, Knowledge Management, Public Systems (Education and Energy) and Entrepreneurship.

• Introduction.- Background of Key Concepts.- An Overview of Banking Sector.- A Morphological Analysis of Research Literature on Lean Six Sigma for Services.- Lean Six Sigma Projects in Banking Firms – Analysis of Implementation Cases.- Lean Six Sigma as a Dynamic Capability – An Analysis of Banking Firms.- Summary and Conclusions.