We strive to make it happen within the limits of human endeavour. In other words, you may have a priority area where you're focused in on improvement at a particular point in time and have to find time later on to deal with another problem. That's what you're faced with as a management challenge in a large institution.
But I would say that in a general sense, yes, we have an annual business planning process within the department where we formulate ideas for change, and we attempt, through our best efforts, to make those changes. We set priorities on change as part of the regular management process. We look for areas that need improvement, from our client satisfaction surveys, from the observations of our own staff, observations that are made by you.