The Art of Continuous Improvement 

How Arcadis and Johnson Matthey Keep Reinventing Themselves 

At the recent BMC Helix Roadshow in London, Johnson Matthey and Arcadis were recognised for their commitment to continuous improvement. 

Johnson Matthey was recognised for a transformation powered by the BMC Helix suite, delivered with Fusion GBS. By streamlining operations and building global Shared Services, they achieved major savings and meaningful organisational change. 

Arcadis was recognised for its service transformation journey with BMC Helix and Fusion GBS, where it improved customer experience, automated high-volume processes, and expanded self-service to set the foundation for AI-driven innovation. 

Together, these awards show how both companies have built a culture of continuous improvement to stay future-ready. 

Who Are Arcadis and Johnson Matthey? 

Johnson Matthey, with over two centuries of history, has long been recognised as a pioneer in advanced materials and sustainable technologies. From refining precious metals to inventing the catalytic converter used in a large proportion of cars worldwide, its innovations have repeatedly shaped industries. Today, the business continues to evolve, investing heavily in hydrogen technologies, fuel cells, and net zero initiatives such as a £100 million hydrogen gigafactory in the UK. This blend of legacy and reinvention underlines why regeneration is central to their story. 

Arcadis, founded in the late nineteenth century, has spent more than 140 years at the heart of global design, engineering, and consultancy. Its projects span some of the world’s most ambitious infrastructure and urban development programmes—from metro systems and high-speed rail to Olympic-scale regeneration. To stay relevant in a world shaped by urban growth and sustainability demands, Arcadis has had to continually modernise its ways of working, shifting from fragmented systems to agile, data-driven operations. 

Both are long-established organisations with deep heritage, but their continued success depends on embracing regeneration and modernisation in response to modern challenges. What they also share is a clear recognition that service management is a strategic enabler. Leadership in both businesses view it as the backbone for consistency, efficiency and resilience, creating the conditions for wider change and innovation across the enterprise. 

This commitment to service management naturally leads to how they improve. Both organisations have moved away from relying on instinct and one-off projects, choosing instead a disciplined, data-led approach that ensures progress is measurable and sustainable. 

Taking the Guesswork Out of Improvement 

Where many organisations still make changes based on assumptions or gut feel, Johnson Matthey and Arcadis have taken the guesswork out of improvement by adopting a data-led model that closes the gap between ambition and operational readiness. Through Fusion’s Value Adoption Services (VAS), AI Talos is used to take the guesswork out of improvement. VAS provides a structured value framework with benchmarks, scorecards and a rolling roadmap so that every change is tied to business priorities and tracked against clear measures. AI Talos analyses demand data—tickets, requests, chat—and process steps to expose bottlenecks and identify automation opportunities. Each option is scored for value, effort and risk, with forecasts for time and cost savings. Alongside this, benchmarks and scorecards assess maturity across service management processes, data, knowledge and skills gaps. Combined, these insights give leaders an evidence-based way to set priorities, measure progress and scale improvements with confidence. 

Outcomes and Impact 

The achievements recognised by these awards are backed up by clear outcomes. Johnson Matthey has lifted automatic ticket categorisation above 60% and accelerated software delivery times, showing how insights from AI Talos can free IT staff to focus on higher-value activity while ensuring faster delivery of software and services. They have also streamlined software requests, with over 1,000 packages available through self-service and low-cost items delivered almost instantly. Read Johnson Matthey's Customer Success Story here. 

Arcadis has scaled automation, doubled daily portal usage to more than 2,300 unique visitors, and extended improvements into Finance and HR. Customer satisfaction scores have risen from a baseline of 4.5 to 4.7, and have stayed consistently high since late 2023. The company demonstrates how the same model scales across a global enterprise—improving service quality, boosting self-service adoption, and enabling other business functions to join the same platform. Read Arcadis's Customer Success Story here. 

These improvements highlight the leadership commitment to putting service management at the heart of their organisations. By driving change through data and a continuous improvement mindset, Arcadis and Johnson Matthey have shown dedication to reshaping how their enterprises work. The recognition is as much about that thought leadership and discipline as it is about the measurable results.