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By 2005, AXA had become one of the world's largest and most successful insurance companies, but Claude Brunet, Member of the Management Board, in charge of Transversal Operations, Communication, Marketing and Human Resources, believed that to achieve its ambitions the company was going to have to become much more customer focused. AXA Way, a culture change programme that included many elements of Six Sigma philosophy and methodology, was the spearhead of this change. The case describes the AXA Way programme, the challenges of its implementation, and how AXA overcame those challenges.