To meet customer requirements as regards quality and costs, most centres have set up their own
continuous improvement programs. In most cases, this leads to significant process improvements.
However, there is still room for further optimisation of existing processes.
Centres have adopted a variety of methods to reach their goals, and decentralised their process
improvement teams to give more responsibility to individual departments. There is still a large number of
centres which, for various reasons, are not concentrating on structured, programmed improvement initiatives.
Opportunities for improvements are visible in areas such as automation.
Digitisation is a strong enhancer of service quality. An area of focus is robotic automation, which achieves a high
level of automation for transactional processes.