Kaufmann, Yves2023-12-222023-12-222021https://irf.fhnw.ch/handle/11654/40894The banking industry is under increasing cost pressure in the prevailing low interest rate environment, which is why it is particularly important to strive for continuous improvements in process and service quality. Measuring these improvements can be done by implementing KPIs in the affected areas. The objective of this Bachelor Thesis was to develop six KPIs for the sectors IT and Operations which can be reported automatically.en330 - Wirtschaft11 - Studentische Arbeit