Abstract

Vojislav Stoiljkovic, Pedja Milosavljevic* and Sasa Randjelovic

Finance industry is considerably applying six sigma quality process with the aim of eliminating defects. Six sigma is a powerful system. Basically it is measuring of quality that longs for perfection (3,4 defects on 1.000.000 transactions). The very name of this philosophy is important. The word "sigma" is a Greek letter which represents standard deviation, the term that describes how distant is the data from average or middle. "Six" parts is involved when one measures the things the company does right. This work shows the example of Six sigma concept implementation on the crediting process within the bank. For realization of improvement project DMAIC model is used. The process is recorded according to SIPOC model and improved by usage of tools and quality models. All this enabled achieving faster developing crediting process that has less variation of CTQs and possibility for management to monitor the process at any time.