What started as the wish to work paperless turned into much more. With the implementation of EZ-GO, working methods were standardized, data became input for continuous improvement, and the digital skills matrix now forms the foundation for training, exams, and looking ahead, workforce planning at Pally Biscuits.
EZ-GO Journey Pally Biscuits
Digital skills matrix for training, certification, and planning
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In the five years that Isabelle Rozema, Manager Continuous Improvement, has been working at Pally Biscuits, the company has grown significantly: “A year before I joined, the company switched from three shifts to a full continuous operation with five shifts. Since then, new machines and lines have been added. This year, we’re renovating the offices and expanding the factory at the current location.” In 2023, Pally Biscuits started with EZ-GO, Rozema explains: “Our Operational Manager at the time suggested it, and we immediately said yes. We wanted to get rid of paper and saw opportunities to work in a more standardized way. It delivered even more than we expected.”
``EZ-GO delivered more than we expected``
At that time, Pia Ingles Rodriguez was working as an operator and took the lead in creating the content. “It wasn’t just about transferring procedures into the app. We also set up and improved many standards. I spoke with operators to collect their input and then defined the optimal way of working. I discussed this with an experienced colleague, and then I created the content: photos, videos, checklists, and task lists. Because I worked on this full-time, we were able to move quickly.”
New operators start working with EZ-GO from day one and appreciate it. Team Leader Joep den Adel explains: “It’s very helpful during onboarding, and new operators can work independently with the work instructions. Experienced operators have often been doing their tasks the same way for years. Then it can feel difficult to suddenly follow instructions on a tablet. That’s understandable, you think, ‘I know how to do this.’ Until one time you forget something because you didn’t use the checklist. Or something goes wrong because you didn’t follow the standard way of working. That’s the ‘oh right’ moment.” Today, everyone sees the value of working with EZ-GO: “It’s more efficient, safer, improves quality, and reduces rework because mistakes are prevented.”
``You think: I know how to do it, until you forget something once``
According to Rozema, EZ-GO also adds significant value to continuous improvement:
“First of all, through very direct information, for example during a difficult startup. We can check what was done and verified, and what should have been done. Operators then see for themselves that something could have been prevented by completing all checks. It’s a good way to stay in conversation about this.” She continues: “Sometimes operators indicate that a procedure isn’t optimal. Then we improve it together and create a new, better standard. Through the API, we can connect EZ-GO data with data from our other systems. This allows us to monitor process execution. The dashboards are still under development.”
EZ-GO is not only useful for onboarding, but also for gaining insight into operator capabilities. Den Adel explains: “Different lines and tasks require different skills. When we train someone for a specific role, we use the TWI method, supported by EZ-GO. Exams are also standardized in EZ-GO and conducted by our senior technicians. All of this is recorded in the digital skills matrix. This way, we always know who we can assign where. That really helps with capacity planning.”
During the implementation, it was crucial that Ingles Rodriguez could work full-time on content creation: “Many standards weren’t fully in place yet, which took a lot of time. We also paid extra attention to photos and videos, they need to be very simple and clear. Now almost everything is in EZ-GO, but the work keeps evolving. New machines are added, new recipes are introduced, and we continue to improve procedures.” She adds: “I’ll be moving to a different role soon, but luckily EZ-GO is user-friendly and anyone can create content. I’ve created a document for my colleagues explaining how to do this, for example, how to use colors and arrows so everything looks consistent. That consistency is important for clarity.”
Rozema concludes: “Pia, together with her colleagues, has set this up very well. Now it’s mainly about maintaining it. We also keep emphasizing that everyone must use the EZ-GO platform. EZ-GO is a good and user-friendly tool, but using it is still a matter of people.”
``Everyone can create content in EZ-GO``