Abstract:
Six sigma was developed in manufacturing industry and provides a structured approach to business
improvement focusing on customers' needs, data collection and analysis. Recently six sigma has become
popular in service organisations with some high profile success stories being reported e.g. GE Capital. We
report research into the implementation of six sigma in an Australian financial institution. We explain how
the performance management system was developed and used. The organisation has committed significant
resources to the six sigma program and have addressed many of the critical issues for successful
implementation. An integrated approach was used to develop the performance measurement system
alongside a workflow system. Current results indicate that the six sigma program is likely to achieve its
objectives.
