At APQC's 2014 Process Conference, Fabio Cardeso, process excellence director ? international operations at GM Financial discussed the cultural transformation in a financial services organization through continuous improvement, tying business process management concepts with a people-centered approach. The journey shows how a comprehensive strategy and change management can transform a culture, empowering and engaging every employee. After three years of implementation in eight different countries, GM Financial has been able to overcome the common fears of knowledge management and risks associated with non-manufacturing environments. From executives to associates, everyone is working with a different focus based on quality attributes, measurements, customer focus, and risk mitigation. The following slides were presented at the 2014 Process Conference.