OPERATIONS & SUPPLY CHAIN A future-proof supply chain It was an eventful year. A year of starting and stopping. The teams showed enormous flexibility and demonstrated that they are future-ready. This is also evident from the 'on time, in full, no error' performance that we measure daily in our dashboards and discuss during Lean meetings. The operations, transport and customer service departments performed above standard. In addition, we reinvested in better teams, processes and innovations. These innovations should lead to further growth in our services during the coming years, thereby contributing to our strategy for customer intimacy and operational excellence. Examples of innovations in our operational processes include pilots with robots and vision technology (Argos). 60

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