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ProcessLab is a research center at the Frankfurt School of Finance and Management covering many different topics in the field of process management, especially with high relevance to the financial industry.

Our vision

We are the first contact in Germany for developing innovative and scientific solutions for the process management within the financial sector.

How do we achieve this?

We work closely together with partners from the financial industry as well as academic colleagues around the world.

Our strengths
  • Identification and examination of new research fields in the area of process management.
  • Development of scientific concepts and methodologies.
  • Independent forum for the exchange of knowledge between research and practice.
  • Network consisting of the relevant players in the field of process management.
  • Students´ involvement in research projects.

Über uns

Das aktuelle ProcessLab-Team setzt sich den beiden Co-Heads, Prof. Dr. Moormann und Prof. Dr. Beimborn, aus vier Doktoranden, einer Postdoc-Stelle, einem assoziierten (Senior-)Mitglied und einer studentischen Hilfskraft zusammen. Sieben ehemalige Mitarbeiter/innen des ProcessLab konnten bislang promoviert werden.







Assoziiertes Mitglied

Dirk Wölfing (Dipl.-Volkswirt) ist assoziiertes Mitglied des ProcessLab der Frankfurt School of Finance & Management. Sein Arbeitsschwerpunkt liegt in der prozessualen Neugestaltung und kontinuierlichen Verbesserung von Cash-Prozessen (Zahlungsverkehr, Cash Management, Unternehmen-Bank-Kommunikation). 

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Kürzlich hat er in Kooperation mit dem ProcessLab an einer internationalen Studie zum Reifegrad dieser Prozesse gearbeitet („Treasury-Studie: Vom Cash-Manager zum Cash-Process-Manager“). Im Rahmen der Studie hatten die beteiligten Unternehmen die Möglichkeit, ihre Prozesse mit denen von anderen an der Studie beteiligten Unternehmen zu vergleichen. Kooperationspartner der Studie waren BearingPoint, HSBC und TIS. Wenn Sie Interesse an der Studie haben, wenden Sie sich gern an Herrn Wölfing.

Herr Wölfing ist ausgewiesener Experte im Bereich des Zahlungsverkehr und des Cash Managements. Er war in den letzten Jahren in Finanzabteilungen großer Unternehmen, insb. zwei DAX-Konzernen, tätig und unterstützte Unternehmen bei der Neuorganisation ihres globalen Zahlungsverkehrs und des Cash Managements. Davor arbeitete er für Beratungshäuser sowie als selbstständiger Berater in einer Vielzahl von Banken im Bereich der Prozessoptimierung. In der ersten Phase seines Berufslebens hat Dirk Wölfing im Rahmen der Wirtschaftsprüfung Geschäftsprozesse in Bezug auf die Sicherheit interner Kontrollsysteme analysiert.

Seit Juni 2016 ist er zudem Dezernent für Klimaschutz und Energiewende im Magistrat der Stadt Neu-Isenburg.

Ehemalige Doktoranden

Prof. Dr. Michael Leyer

Professur für BWL der Dienstleistungen - Universität Rostock


Dr. René Börner

Skill und Service Level Management - Degussa Bank AG


Dr. Andreas Burger

Managing Partner - Integritate-ABU Compliance-Beratungsgesellschaft mbH


Dr. Corinna Grau

Bereichsleiterin Kundenservice - Württembergische Versicherung AG


Dr. Diana Heckl

Leiterin Marktentwicklung und -strategie - Volkswagen Financial Services AG


Dr. Matthias Hilgert

Abteilungsleiter Projekte und Prozesse - Basler Versicherungen


Dr. Anne Schaefer


Ann-Kathrin Hirzel

Data Analyst (Digital Channels & User Experience) - ING-DiBa AG



The main goal of ProcessLab is a mutual exchange of knowledge between research and practice. For achieving this goal, ProcessLab is supported by several industry partners.

Are you interested in a partnership with ProcessLab? New industry partners are welcome at any time!

Research fields

Most of ProcessLab´s research contributions are elaborated by participants of Frankfurt School’s PhD program in the form of dissertation projects.

Current research topics of ProcessLab

Project 1:

Lean Management in the Financial Services Industry

Project 2:

Cashless Payments in the Age of Mobility and Ubiquity

Project 3:

Customer-centric Processes in the Banking Industry

Project 4:

Drivers of Inefficiency in Business Processes

Project 5:

Learning Process-oriented Thinking

Further research fields

  • Application of Six Sigma in the financial services industry
  • Usage of smartphone technologies for supporting customer processes
  • Impact of organizational culture on process performance

Completed research projects

  • Efficiency measurement of bank-specific processes based on DEA
  • Situation-specific service identification (in service-oriented architectures)
  • Measurement and Management of process performance in services industries
  • Blurring organizational boundaries and outsourcing decisions
  • Operational control of service processes



Once a year, ProcessLab organizes a full day conference concerning process management. The aim is to offer a forum in which practitioners are invited to present the best practice cases and researchers contribute with new academic findings in the field.

The conference is in German so switch to the German page for more information.

Wissenschaftler des ProcessLab sowie aus anderen Hochschulen berichten über neueste Erkenntnisse zu Fragestellungen im Prozessmanagement. Oft geben auch Referenten aus anderen Branchen Einblick in ihre aktuellen Lösungsansätze.

Die nächste ProcessLab-Konferenz:

12. ProcessLab-Konferenz am 14. Juni 2018


In several evening events during the year, researchers and practitioners are brought together for presenting and discussing individual topics of business process management in the financial services area.

ProcessLab-Round Table

This event offers the possibility for an intense discussion on certain important issues of process management in the financial services sector. The meetings are limited to small groups and are conducted one to two times a year.

For more information, switch to the German version of this page.

Six-Sigma KreditSim

In lectures and training seminars on Six Sigma or on business process management, practical examples or lectures from manufacturing are generally used. These examples often appear to be rather abstract for practitioners in the financial service industry, who often experience difficulties in transferring the learnt methods to their businesses.

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In order to sensitize employees within the financial sectors to problems and solutions on a process level, the simulation KreditSim was developed. This business game deals with the loan approval process – the central task in the classic banking business. The participants of the simulation adopt the roles of service specialists processing credit applications at the fictitious bank “Home Loan Bank Ltd.” They perform the respective tasks on the basis of predetermined job descriptions. It becomes quickly apparent in the first round of the simulation that each fictitious employee focuses only on a small part of the whole process chain and that a selective optimization of single parts of the process is not sufficient. The elimination of processing errors and the reduction in total processing time can only be achieved by optimizing the whole process chain.

After the first round of the simulation, the process is analyzed by applying the DMAIC cycle (Define, Measure, Analyze, Improve, Control) and the Six Sigma methodology. Alternatively, other methods of business process optimization can be used in order to identify problems and errors in the process flow. Ideally, participants develop an optimized process flow, which they subsequently simulate. The resulting comparison of both simulations in terms of total processing time and the amount of processing errors serves to demonstrate the importance of Business Process Management.
The simulation KreditSim can be used for different types of trainings, either in the context of Six Sigma or Business Process Management.

Which Process Is Analyzed in KreditSim?

In KreditSim, the loan approval process of the fictitious Home Loan Bank Ltd. is analyzed. Home Loan Bank Ltd. is a leading regional bank specialized in real estate financing. The bank operates four branch offices, where customers are advised by staff members who have been specifically trained in sales of real estate loans and financing. The ultimate decisions concerning the approval of loans and financing packages are, however, made by headquarters rather than the branch offices. The centralization of a standardized rating procedure is intended to ensure timely and qualitatively excellent processing of loan applications. The staff members of a branch office attach particular importance to timely and qualitatively excellent processing of their loan request to headquarters. Staff members are supposed to adhere to the requirements for a loan approval process, which include the following quality criteria:

  • Processing the loan decision within 4 days (in the simulation 4 minutes)
  • Correct determination of the rating of a loan request, and
  • Considering the customer’s wishes while processing the loan (e.g., interest and pay back modalities).

However, the predetermined process design does not allow participants to comply with these criteria. Participants will observe that the requirements cannot be met at present. A decision concerning the approval takes 9 to 10 days (i.e., 9 to 10 minutes in the simulation). Furthermore, incorrectly determined ratings and thus incorrect loan decisions occur permanently. In addition, customers’ wishes are insufficiently considered. An in-depth analysis of the loan approval process is consequently essential.

KreditSim is well-suited to illustrating the Six Sigma methodology in a seminar. Participants learn how to define the process based on customer requirements, to enhance the loan process on the basis of different quantitative and qualitative criteria, and to conduct process analyses. Participants are shown that the problems are caused by unspecified interfaces, non-value adding processes, and the process flow. Participants are then challenged to find new solutions for a loan process design without reducing staff or automating the process.

How Does KreditSim Work?

KreditSim can be divided into 3 phases: The first phase relates to the simulation of the current loan process of the Home Loan Bank Ltd. (as-is-situation). This phase is standardized and constant, as the used materials and simulation instructions are predefined. The second phase addresses the optimization of the process. During this phase, participants receive guidance from a trainer. The DMAIC cycle of the Six Sigma methodology can be applied to design a new loan approval process (target situation). In the third phase, participants simulate the optimized loan approval process. The success of the process optimization can be documented and be compared to the results of the initial situation.

The simulation is limited to 18 participants and a moderator. If the number of attendants exceeds this number, any additional seminar members can be deployed as observers during the simulation and they can participate subsequently in the optimization phase. The number of participants can be reduced to 12 participants without negatively impacting the basic flow.

KreditSim is a protected trade mark (Nr.: 302009 048 678).

For more information on KreditSim please send an e-mail to Ann-Kathrin Hirzel.

Publications on KreditSim

Leyer, M./Hirzel, A.-K./Moormann, J. (2015): Effectiveness of role plays on process-oriented behavior in daily work practices: An analysis in the financial services sector, in: Proceedings of the 23nd European Conference on Information Systems (ECIS 2015), Münster, Paper 120.

René Börner, Jürgen Moormann, Minhong Wang (2012): Staff training for business process improvement: the benefit of role-plays in the case of KreditSim, in: Journal of Workplace Learning, 24. Jg. (2012), Nr. 3, S. 200-225 (DOI: 10.1108/13665621211209276)

Moormann, J./Börner, R./Wang, M. (2011): Advancing staff training: Transforming a paper-based role play into a workflow management system, in: Development and Learning in Organizations, 25. Jg., Nr. 6, S. 16-19 (DOI: 10.1108/14777281111173351).

Moormann, J./Wang, M. (2010), Using role-play based simulation to acquire tacit knowledge in organizations: The case of KreditSim, in: Proceedings of the 5th International Conference on Knowledge Management in Asia Pacific (KMAP 2010), 16-17. September 2010, Xi’an, China (Artikel zum Download).

Börner, R./Uremovic, A. (2010), Sparking Employee's Interest in Six Sigma. Transferring a paper-based Simulation to a Workflow Management Application, in: Cordeiro, J./Shishkov, V./Verbraeck, A./Helfert, M. (Hrsg.), Proceedings of the 2nd International Conference on Computer Supported Education, Band 2, Valencia, Spanien, S. 203-210 (Artikel zum Download).

Börner, R./Leyer, M. (2010), Using role-plays to acquire process-oriented knowledge in enterprises, in: Liu, K./Filipe, J. (Hrsg.), Proceedings of the International Conference on Knowledge Management and Information Sharing, Valencia: SciTePress, S. 149-156 (Artikel zum Download).

Ihr Ansprechpartner

Cooperations with academic institutions

The cooperation with colleagues from other universities is vital for our research. ProcessLab works closely together with other universities for connecting different research methodologies as well as supporting academic exchange in general.

University of Rostock

Institut für Wirtschaftsinformatik
Together with Dr. Theresa Schmiedel, Assistant Professor at the Hilti Chair of Business Process Management at the University of Liechtenstein, we conduct a study regarding the impact of organizational values (especially regulatory-driven measures) on process performance as well as on the overall performance of financial service providers.

University of Liechtenstein

Institut für Wirtschaftsinformatik
Together with Dr. Theresa Schmiedel, Assistant Professor at the Hilti Chair of Business Process Management at the University of Liechtenstein, we conduct a study regarding the impact of organizational values (especially regulatory-driven measures) on process performance as well as on the overall performance of financial service providers.

Queensland University of Technology

BPM Research Group
The QUT´s BPM Research Group in Brisbane, Australia, is one of the major research groups in the field of Business Process Management covering many topics along the lifecycle of business processes. Prof. Dr. Michael Rosemann, Head of the Information Systems School at QUT, is a long-time partner of ProcessLab. The BPM Research Group is an important part of the Information Systems School.

University of Hong Kong

The Laboratory for Knowledge Management & E-Learning is a research center at the University of Hong Kong directed by Prof. Dr. Maggie M. Wang. The main focus of the laboratory’s research is the general improvement of knowledge management as well as effective learning. Prof. Wang is also the editor-in-chief of the journal „Knowledge Management & E-Learning: An International Journal“.

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