Traditionally in the Service Industry, Quality Assurance (QA) focused on ensuring the quality of (manufacturing and delivering) a service or product. Main focus was on preventing mistakes and defects, with techniques like Statistical Process Control (SPC), Total Quality Management (TQM) and Company Quality. The goal was to assure ‘fit for purpose’ (maximizing customer acceptance) and...

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For me Digital Transformation (DX) is the integration of digital technologies and data to create new or modify existing customer experiences, business processes and culture to meet changing society, markets demands and business requirements. An important aspect of driving this DX is to continually reimagine your own business in the digital age. But how do...

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Traditionally in the Service Industry, Operational Excellence (OpEx) focused on the Operations function: Back and Mid Offices fulfilling the client’s request. Main focus was on decreasing handling and throughput time, with techniques like Lean Thinking, Six Sigma and Scientific Management. The goal was mainly to let humans work more efficiently. However, in the last years,...

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