Rob Phillips joins us from SSOW Canada where he shares what he’s doing in Shared Services for Canadian Blood Services. The focus is on improving the customer experience, improving efficiencies and standardizing processes to deliver services. The solution has been to have a continuous improvement function as part of shared service- a distinct group with an objective of truly improving process as opposed to simply sourcing new technologies. Rob and the team looked under every rock to ensure that small details were refined into operational excellence. The bigger difference that their working towards is a cultural change in each employee feeling that they’re a part of the solution.