Operational Excellence is not a project — it is a capability we are embedding into the DNA of our Ports operations. This framework provides the structured approach to standardise processes, leverage data, and deploy technology with purpose. From ad-hoc to proactive, from reactive to predictive.
Why Operational Excellence?
Four challenges that demand a structured approach:
Inconsistent Processes
Operations vary by terminal — the same task is executed differently, leading to inefficiency, quality issues, and scalability challenges.
Untapped Data Potential
Operational data exists but is not structured into actionable KPIs. Decisions are made on gut feeling rather than evidence.
Technology & Digitalisation Gap
New technologies (IoT, AI, automation) can drastically improve operations, but without structure we risk ad-hoc adoption that fails to integrate.
Reactive Instead of Proactive
Without documented processes, clear KPIs, and the right tools, we are fighting fires instead of preventing them.
The OpEx Framework
Five interconnected pillars that drive operational improvement:
Process
Standardise, document, audit, and continuously improve.
- Process Mapping & Documentation (BPMN in ADONIS)
- SOPs & Work Instructions per terminal
- Audit & Compliance verification
- Structured Continuous Improvement projects
People
Align roles, skills, and culture with operational excellence.
- Role Mapping via RACI on documented processes
- Training Needs Analysis per role and terminal
- Change Management for new processes and tools
- CI culture: empowering teams to propose improvements
Technology
Improve operations, enable data, become future-proof.
- Operational improvement tools (TOS, gate automation, AI)
- Workflow digitalisation (paper → digital)
- Emerging tech evaluation (IoT, AI, computer vision)
- BPM Tooling (ADONIS + ADOIT as central platform)
Data
Transform raw data into actionable intelligence.
- KPI Framework per terminal and process
- Data Availability & Quality auditing
- Operational dashboards and reporting
- Data-driven CI: measuring and benchmarking impact
Governance
Ensure accountability, sustainability, and scalability.
- Process Ownership (RACI)
- Prioritisation: impact vs. effort framework
- Maturity Model per terminal and pillar
- Review & Steering cadence
How It Connects: 3-Layer Model
A layered operating model — from data capture to operational excellence:
The Execution
The Brain
The Eyes & Ears
Layer 1 delivers the data, Layer 2 turns it into insight, and Layer 3 translates that into standardised action. Each layer reinforces the others.
KPI Framework
Each pillar contributes directly to measurable operational improvement:
| KPI Category | Example KPIs | Pillar Impact |
|---|---|---|
| Throughput | TEU/hour, crane moves/hour, vessel turnaround time | Process + Technology + Data |
| Quality & Safety | Damage ratio, incident frequency, compliance score | Process + People + Governance |
| Cost Efficiency | Cost per TEU, labour cost ratio, equipment utilisation | Process + Technology + Data |
| Customer Service | Dwell time, booking accuracy, claim resolution time | Process + Data + People |
| Employee Effectiveness | Training completion, CI suggestions, adoption rate | People + Governance |
| Process Maturity | % of processes documented, SOP compliance, CI projects completed | All 5 Pillars |
BPM Repository: ADONIS + ADOIT
Stop producing separate process sets per framework. One repository, tagged per use case, always up to date.
ADONIS and ADOIT serve as a strategic platform — not just for documentation. One central process and architecture repository with multiple outputs:
- CI Projects — As-is → to-be gap analysis. Know where you stand, define where you are heading.
- Digitalisation Input — Processes define what the tool must do, not the other way around.
- Project Delivery — Clear requirements from documented processes. Less rework, faster delivery.
- Customer Contract Audit — Verify that we deliver what we promise. Process-based evidence.
- Compliance Frameworks — NIS2, ISO, AEO, ISPS: tag processes to frameworks. One process set, multiple certifications.
- EA & Impact Analysis — Link processes to applications and data. Understand impact before making changes.
Roadmap
The approach: build the foundation in Ports — design for scalability from day one.
Foundation
- Deploy BPM tool
- Map critical port processes (BPMN)
- Define KPI framework per terminal
- Launch initial CI projects
- Establish governance cadence
Embed
- Expand process documentation coverage
- Build operational dashboards
- Training programmes per terminal
- Cross-terminal benchmarking
- Digitalisation quick wins
Scale
- Mature KPI-driven CI culture
- Advanced analytics & automation
- Full terminal maturity tracking
- Blueprint ready for group-wide adoption
- Integration with IT architecture (ADOIT)
Current Initiatives
Overview of all OpEx initiatives by category (as of March 2026):
Projects
| Project | Lead | Team |
|---|---|---|
| LoLo services LT / Samskip | Geert W | Pieter-Jan, Stefan, Pepijn, Bart |
| TOS Cars | Joan | Bart, Nathan, Emma |
| Gate optimisation / Driver ID / Automated gates | Bart | Geert W, Fangio, Maarten, J-Y Herck, Lucy, Axel |
| RTG Stack KGH | Pepijn | Joan, Max, Rens, Guillaume, Mary, Lewis |
| ATAI ATRail RTM | Geert W | Joan, Tim, Johnny |
| Equipment connectivity: Trackunit | Pieter-Jan | Joan, Guillaume |
| Equipment connectivity: dashcams / blind spot cameras | Pieter-Jan | Pepijn, Joan, Sibel, Maarten, Guillaume, Robin |
| Private 5G network rollout | Pieter-Jan | Joan, Sibel |
| Fleet Management Tool (Ultimo) | Pepijn | Jamie S |
Pre-studies
| Pre-study | Lead | Team |
|---|---|---|
| TOS Cargo | Geert W | Stefan, Bart, Joan, Pieter-Jan, Sibel, Max, Charlie, Lewis, Nathan |
| Insight on claims for cars | Bart | Stefan, Pieter-Jan, Charlie, Charlie-Anne, Nathan, Emma, Ilse |
| Setup Rotterdam managed services | Stefan | Sibel, Charlie, Geert, Nathan |
| Fire / safety investigation | Bart | — |
| ATAI solutions (ATRamp, KYTL, ATTerminal, Twistlock check, ATGate, Car process, Underbody camera, FPR survey) | Joan | Lewis, Charlie, Geert, Bart, Nathan |
| Damage detection cargo roof (LoLo ops) | — | — |
Ongoing Focus Points
| Focus | Lead | Details |
|---|---|---|
| Investigate new technologies | All | New technologies on the radar |
| Process mapping & improvement | Charlie | BPM tooling + PoC Distriport, PoC continuous improvement |
| Competencies & training | TBD | Joan, Rafaelle |
| Ports data | Stefan | Joan |
AOB
- Project management training (BPM — under construction)
- Lean Six Sigma training (internal & external for a broader group)
- AI training ATAI
- Exhibitions / fairs / interesting ideas
Closing
“Operational Excellence is not a project. It’s a capability we are building into the DNA of our Ports operations.”
All five pillars are interconnected — improvement in one pillar drives gains across all others. The roadmap builds from foundation to scale, with the BPM platform serving as the single source of truth for processes, compliance, and architecture.