Driving Continuous Improvement for Shared Services at CMI

In September 2021, APQC spoke with José Castro (Head of Continuous Improvement) about the organization’s journey to build a culture of continuous improvement for its shared services center. Castro shared insights about: 

• how continuous improvement and business process management teams collaborated to drive standardization, 
• the role that APQC’s Seven Tenets of Process Management and Process Classification Framework® (PCF) played in building a culture of continuous improvement,  
• how the organization carries out its continuous improvement process, and 
• business results and lessons learned from the journey so far.