Quality quandaries: Improving a customer value stream at a financial service provider

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Notes on contributors

Alex Kuiper

Alex Kuiper obtained his master's degrees in mathematics and econometrics at the University of Amsterdam in 2013. Currently, he works for the Institute for Business and Industrial Statistics as a Lean Six Sigma consultant and is a Ph.D. student at the University of Amsterdam. His current research focuses on appointment scheduling in health care.

Ruud van de Hoef

Ruud van de Hoef is a Lean Six Sigma black belt and general team manager at the financial service provider in this case study. First he worked as a consultant for different companies in financial services. After this period he started working at the financial service provider, where he worked as a team manager for various teams. His main expertise lies in change and people management. The last few years he has been optimizing value streams.

Marrije Wesseling

Marrije Wesseling is a Lean Six Sigma black belt and general manager of the quality team at the financial service provider in this case study. She holds a master of business sciences and MBA in retail management. Her drive is improving customer experience by change and development of organizations. She has broad experience in change, general, and project management and is the owner of an organizational consultancy firm.

Bart A. Lameijer

Bart A. Lameijer obtained his master's degree in strategic management from the University of Tilburg in 2010. Currently, he is senior Lean Six Sigma black belt and management consultant at the competence center Lean Six Sigma at the financial service provider. Furthermore, he is a Ph.D. student at the University of Amsterdam. His current research interests include LSS program deployment strategies.

Ronald J. M. M. Does

Ronald J. M. M. Does is Professor of Industrial Statistics at the University of Amsterdam; Director of the Institute for Business and Industrial Statistics, which operates as an independent consultancy firm within the University of Amsterdam; Head of the Department of Operations Management; and Director of the Institute of Executive Programmes at the Amsterdam Business School. He is a Fellow of the ASQ and ASA and Academician of the International Academy for Quality. His current research activities include the design of control charts for nonstandard situations, health care engineering, and operations management methods.