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.