Increasing the first time fix rate

In The Netherlands, the financial system is coping with increasing international competition. It is therefore becoming increasingly important for such organizations to reduce operational costs and achieve a higher customer satisfaction (Blom and Kuenen 2009). As a consequence, the last decade has seen numerous financial services organizations embrace a range of methods for improving business processes.

A widely applied method for improving operational efficiency and effectiveness is Lean Six Sigma. Lean Six Sigma deals with eliminating operational inefficiency on a project-by-project basis, by taking each project through define–measure–analyze–improve–control (DMAIC) phases (De Mast et al. 2012).

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