Transforming Operational Excellence and BPM at Capital Group

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October 23, 2020
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Investment management company Capital Group has transformed its process improvement capability from a singular continuous improvement effort to a holistic operational excellence program that positions operations for scalable growth. As part of APQC’s 2020 PPM Online Summit, Jill Merchant, senior manager of operational excellence, and Jean Suh, business process management lead, shared Capital Group’s process journey. They identified the drivers behind key decision points, shared their framework for operating, and offered lessons learned that can help other organizations foster operational excellence from the top-down and bottom-up.

This is an overview of the session; click here for the recording or here for a copy of the presentation slides.