Unburdening is the basis of our good cooperation

Case study: Operational Excellence

Continuous improvement is an important part of Operational Excellence within Twence. Stef Tuinte of the Rouwmaat Group and Martijn van den Bos of Twence explain how their cooperation improves processes, increases quality and contributes to job satisfaction within both organisations

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Every week, Rouwmaat Group drivers bring containers full of construction and demolition waste, from contractors in the region for example, to the TAS in Hengelo. At the TAS, the waste separation plant, waste is processed into reusable sub-streams and raw materials. What is not reusable goes to the biomass power plant and the waste-to-energy plant to make energy from it. "Together with our customers, we are constantly looking at how we can improve our services," account manager Martijn van den Bos says of the cooperation with Rouwmaat. "Stef and his colleagues helped us with a pilot to broaden the waste acceptance policy," he said.

Listening to the client
All construction and demolition waste brought to Twence must meet certain conditions so that the waste can be separated and processed. The waste must be clearly visible and construction and demolition waste may not be packed in bags. "If the contents of the container do not meet these conditions, the driver has to take it back with him. That is inconvenient for all parties," Martijn states. "It takes up our drivers' valuable time, affects planning and is a major setback for the contractor who gets his waste back," explained Rouwmaat business manager Stef Tuinte.

Finding a solution together
"Over six months, we explored how we could accept these containers," Martijn continued. "We developed a method that deals with so-called interference flows, such as plasterboard and window frames with glass. We now have wider acceptance at a slightly higher price. This allows customers to choose how they deliver the waste and they instantly know what the processing costs." Stef is excited about this solution. "A rejected truck meant a lot of extra work and frustration. The extra price for unburdening them - because that is basically what Twence does - is not a problem for our customers. And our drivers can quickly get back on the road to pick up the next load."