Silver Award for Twence with Notification Portal
7 June, 2023Updated at: 23 March, 2026About Twence
Twence stands for the high-quality use of waste as a source of reusable raw materials. The company processes waste to make it suitable for reuse and returns valuable materials back into the supply chain. In addition, Twence produces energy from renewable sources. Residual waste is used for energy recovery as long as this remains the most efficient method of utilization. Twence operates with passion, innovation, and strong economic responsibility. The company respects people and the environment and actively contributes to a more sustainable society.
The Challenge
Twence operates 24/7 with multiple shifts. Due to mandatory rest periods, colleagues are not always available, making accurate and thorough information transfer essential. In addition, it is standard practice that all incident reports and modification requests must be reviewed by team leaders.
Co-Think was asked to drive a behavioral change within the organization, while Ideo was tasked with enabling and supporting this change through SAP.
Twence won a Silver Award in the Rapid Delivery category. During this project, Ideo successfully implemented the “Notification Portal.”
Chosen Solution
Collaboration between production and maintenance improved significantly by jointly focusing on how to collect and record the right information when reporting a malfunction. This process is supported by a user-friendly SAP portal developed by Ideo.
To achieve the objectives, Twence employees were trained by Co-Think to carefully analyze and document incidents. Based on this training, the requirements for a supporting application were defined. The application was then designed and developed as a web portal.
When a production employee opens the web portal, they can easily create a new incident notification. Notifications related to the same asset and linked assets are immediately displayed, allowing users to check whether the issue has occurred before or has already been reported.
An interactive questionnaire supports the incident analysis process and helps ensure that the correct information is captured. In addition to incident notifications, users can also create logbook entries to record relevant shift-related information. Finally, the portal allows users to submit modification requests to propose improvements to installations.
After submission, incident and modification notifications are automatically displayed in the team leader’s worklist. The team leader can approve them—after which they are forwarded to work preparation—or return them to the requester with a request for adjustments. Once the work has been completed and the notification is closed, an automatic email is sent to the reporter to provide feedback.
Results/Benefits
- Internal information flow has significantly improved due to the enhanced incident reporting process
- Noticeable improvement in collaboration between production and maintenance
- Incidents can be analyzed and compared more effectively, enabling structural improvements
Silver SAP Quality Award for Twence
During the annual SAP Quality Awards, Twence received the Silver Award in the Rapid Delivery category. Ideo successfully implemented the Notification Portal as part of this project. The jury was particularly impressed by both the technology and the story behind it, especially the behavioral change achieved among operators in reporting incidents.
