{"id":11222,"date":"2026-07-14T10:29:23","date_gmt":"2026-07-14T08:29:23","guid":{"rendered":"https:\/\/elicitonline.com\/case\/first-time-right-from-80-to-96-for-frieslandcampina-elicit-clearly-improves-process-control\/"},"modified":"2026-09-09T13:05:16","modified_gmt":"2026-09-09T11:05:16","slug":"first-time-right-from-80-to-96-for-frieslandcampina-elicit-clearly-improves-process-control","status":"publish","type":"case","link":"https:\/\/elicitonline.com\/en\/case\/first-time-right-from-80-to-96-for-frieslandcampina-elicit-clearly-improves-process-control\/","title":{"rendered":"First time right from 80% to 96% for FrieslandCampina: “ELICIT clearly improves process control”"},"content":{"rendered":"\n
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First time right from 80% to 96% for FrieslandCampina: “ELICIT clearly improves process control”<\/h1>\n<\/div>\n\n\n\n\n \n<\/span>\n<\/div>\n<\/div>\n\n
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“If the information was available at all, it was difficult to find. What do you do then? You just call someone who knows it by heart.”<\/em><\/p>\n\n\n\n

Marloes Vernooij<\/strong>Process Technologist<\/p>\n<\/div>\n\n\n\n

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“We first went to the operators and asked them what they needed.”<\/em><\/em><\/p>\n\n\n\n

Raoul Baarssen<\/strong>Production Manager<\/p>\n<\/div>\n\n\n\n

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“At every step, you know: is this correct, or not? And you immediately receive a suggestion for what you should do. You know you aren’t overlooking anything. That provides peace of mind.”<\/em><\/em><\/em><\/p>\n\n\n\n

Raoul Baarssen<\/strong>Production Manager<\/p>\n<\/div>\n<\/div>\n\n\n\n

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At FrieslandCampina Borculo, operators do not have time to switch between systems, people, and documents. That is why they used ELICIT to create a single location where all process knowledge, quality controls, deviation registrations, and decision points converge. This ensures that malfunctions are resolved quickly, but above all, prevented. Production Manager Raoul Baarssen: “Our first time right percentage now stands at 96%.” <\/mark><\/strong><\/h4>\n\n\n\n

20 minutes of time<\/strong><\/h3>\n\n\n\n

In FrieslandCampina’s Formula factory in Borculo, everything is interconnected. A complex collection of machines and systems produces 21 products, ranging from regular to high-grade infant formula. If a deviation occurs anywhere, operators have 20 to 30 minutes to resolve it. After that, the entire chain stops. <\/p>\n\n\n\n

For years, this meant a high-pressure search for operators. “Every product had a different quality system. Knowledge was scattered across Excel sheets, ring binders, and as it later turned out: 37 different systems on site. If the information was available at all, it was difficult to find,” says technologist Marloes Vernooij. “What do you do then? You just call someone who knows it by heart.” <\/p>\n\n\n\n

Unsustainable<\/strong><\/h3>\n\n\n\n

But that way of working proved unsustainable. “We have quite an aging workforce and turnover in technical positions,” says Raoul. “So it is difficult to retain process knowledge. At the same time, there was understaffing across all disciplines, meaning there was no time to train everyone individually on all process knowledge.” <\/p>\n\n\n\n

In the search for a solution, ELICIT came into view. That was not a decision from management, Marloes and Raoul emphasize. “We first went to the operators and asked them what they needed,” says Raoul. “What challenges are you facing? What needs to change?” <\/p>\n\n\n\n

The answer was concrete: they no longer wanted separate Excel files and folders, but a manageable system that would allow them to both control quality and resolve malfunctions and deviations.<\/p>\n\n\n\n

Built from the shop floor<\/strong><\/h3>\n\n\n\n

Thanks to ELICIT, they received a knowledge system that made this possible. Based on the knowledge of their best people, ELICIT created an interactive digital model for each process, allowing an operator to immediately see what is causing a deviation and what steps to take to resolve it. But that’s not all, Marloes explains. “We also added deviation registrations, quality controls, OCAPs, and references to work instructions.” <\/p>\n\n\n\n

As a result, it now works like this: an operator uses ELICIT during a malfunction, but also during regular checks. In doing so, they go through simple fields: an open answer, a yes\/no question, or a value that must fall within a certain margin. The system guides you through it. If a value remains within the norm, then it is correct and you proceed to the next step. If something deviates, ELICIT automatically links a follow-up step to it: a reference to the correct work instruction, or a mandatory form that is forwarded to a team leader or technologist. The operator cannot skip a step and must complete the entire form before they can proceed. Raoul: “At every step, you know: is this correct, or not? And you immediately receive a suggestion for what you should do. You know you aren’t overlooking anything. That provides peace of mind.”<\/p>\n\n\n\n

Less calling, less searching<\/strong><\/strong><\/h3>\n\n\n\n

The result is that ELICIT is now open by default along the line. Raoul: “Operators know: if I want to know something, I can find it here. The number of phone calls for information that was difficult to find has therefore dropped significantly. Malfunctions are also reported faster, more completely, and with more context.” <\/p>\n\n\n\n

Furthermore, the system is becoming increasingly rich in knowledge. “Most malfunctions we encounter are now in the system, along with the solution. And if something new happens, operators add it themselves. This makes it a learning system.” <\/p>\n\n\n\n

First time right from 76 to 96 percent<\/strong><\/strong><\/strong><\/h3>\n\n\n\n

One figure makes the impact concrete: the first time right percentage (production that is correct the first time) stands at 96% this year, well above the desired 89% and even further above the previously achieved score (76-80%).<\/p>\n\n\n\n

“To be fair: I cannot attribute everything solely to ELICIT,” says Raoul. “But it has clearly had a positive influence on process control. People decide sooner to stop production when there is a deviation. Or they see that they are still within the permitted limits and can continue. Both choices can now be made responsibly with the help of ELICIT.” <\/p>\n\n\n\n

An additional effect: providing evidence in case of complaints becomes easier. “If a customer reports an anomaly, I have the batch record, photos of actions, and the deviation history within five minutes. We can demonstrate that things went well on our end. That was not possible in the past.” <\/p>\n\n\n\n

Opportunities for training<\/strong><\/strong><\/strong><\/strong><\/h3>\n\n\n\n

Marloes and Raoul are clear: ELICIT is fully integrated into the production process of the FrieslandCampina formula. And they see even more opportunities. “Learning Development is now working on using ELICIT for theoretical testing, so that practical trainers can focus on the practical part. This means LD has less work on assessments, and evaluations become more consistent,” says Marloes. <\/p>\n\n\n\n

Advice for successful implementation<\/strong><\/strong><\/strong><\/strong><\/strong><\/h3>\n\n\n\n

The lessons learned from FrieslandCampina Borculo provide good advice for factories that want to standardize their process control and troubleshooting. Marloes: “Always start with the needs of the shop floor. If you impose a solution like ELICIT from the top down, you will encounter resistance and adoption will be slower. Precisely by involving the people on the shop floor and listening carefully to what they need, you ensure faster adoption and sustainable use.” <\/p>\n\n\n