Business process re-engineering at OTP Bank Romania according to Six Sigma methodology

The management of OBR wished to pay more attention on the performance and continuous control of the bank’s processes, therefore AAM Management Information Consulting (hereinafter AAM Consulting) was asked to provide professional support on optimisation of Finance and Planning Division’s 5 business processes and realisation of an objective control system (hereinafter: Six Sigma project).

The Six Sigma project started in May 2006 and was supported by the Six Sigma method that put the Voice Of Customer (assessment of customer expectations) as the base of the reengineering and based on statistical analyses to support the improvements.

The main objective of the Six Sigma is to assure that the processes’ performance are smooth, predictable and can fulfill the customer expectation. In order to reach this objective Six Sigma has a large set of improvement tools and technics (including mathematical statistical ones).

Before starting the project work a 12-days long Six Sigma green belt training (including a 2-days mathematical statistics training) was provided for the project members in order to make them capable to perform the work and later on to be able to ensure the continuous control of processes.