Today, with the development of globalization in communication, In order to deliver on this talk of continuous improvement, companies usually recruit and train a core team of ‘experts’ that are wielded by senior management like a ray gun to ‘blast’ quality and efficiency transformations into the business, often to fight fires of under-performance. To be successful with a continuous improvement program, it needs to be implemented as a culture that permeates the organization, and not as a ‘back room’ consulting team. In the manufacturing or supply chain space, where machines are bolted to the ground, such a process approach can add significant value. But the typical BPO or call center contains too many moving parts, poorly understood interrelationships, and way too much continuous change. Of course, broad culture change in a large organization is difficult.