Always focused on quality

Nedlin does not make any compromises when it comes to quality. Director Stef de Win and Hospitality Production Manager Björn Frijns discuss perfectionism, light panels, and peanut butter. 'Our strength lies in the fact that we deliver consistent quality 365 days a year,' stresses De Win straight away. 'We do what we promise, regardless of how busy it is. That is something that really sets us apart.'

Frijns confirms that consistent quality is a focus area in the business day in, day out. 'I still remember something Mr De Win Senior used to say: "quality doesn’t take any time, it just takes some attention." That comment stuck in my mind and I apply it to our business. For example, our employees focus on a different client each week and monitor all of their needs, requirements, and other specific aspects. That way, employees are aware of every aspect of our relationship with that client, which helps raise their awareness of quality.'

Perfectionism and innovation

Nedlin totally refurbished its laundry facilities in Elsloo in 2012. As part of this refurbishment, various technological applications were introduced in order to better guarantee the level of quality in the laundry process. 'This has really harmonized methodology and technology,' explains De Win. 'All of our machinery can be programmed specifically for a given client or item. This used to require manual input, but is now done automatically, which minimizes the margin of error.'

Both of these aspects played an important part in the modernization of the laundry facilities. 'Thinking about the most efficient design and the continuous improvement of internal processes are the most rewarding aspects of our field. It really energizes me,' says De Win. Frijns states that constantly striving to improve is a character trait. 'Perfectionism is part of my personality. But then again, it’s essential in my job. I'm the same at home. Sometimes my wife complains about it, like when I plan a holiday right down to the last detail. But I don’t like leaving things to chance,' he says, smiling.

Inventive solutions

Nedlin operates in three different market sectors: health care, hospitality, and industry. Each sector presents its own set of challenges. 'Each market sector has a different focus area. For example, while technical aspects are extremely important in the health-care sector, aesthetics are much more important in the hospitality sector,' explains Frijns.

'The art is in finding an inventive solution to each challenge,' adds De Win. 'For example, a large number of fitted sheets need to be folded at businesses active in health care. This is carried out by a machine, while an employee checks the quality of the sheet and whether there are any holes. As this is difficult to see on such a large surface area, we had a module with a light panel built onto the machine, so you can see straight away whether there is a hole in the sheet. Almost no laundry service has this facility.'

According to De Win, these innovative improvements can only be made because the company is growing. 'Since we are expanding, we are in a position to introduce different technologies and software. All of this is intended to improve the quality and make it more consistent. However, in the case of most innovations, quality and sustainability go hand in hand. For example, our smart dosing system means we can achieve a better end result using less detergent. This is good for the textile as well as for the environment.'

Investing in people

Technological innovations mean Nedlin's quality is increasingly guaranteed by machines, so we are less dependent on people. 'However, people still play a vital role in creating top-quality products,' says Frijns. 'Since we have grown considerably, an effective structure is more essential than ever. We devote a lot of attention to work instructions.' De Win nods, saying, 'This applies to our employees in the laundry facilities and to the entire organization. We employ a full-time quality inspector who checks our products to make sure they comply with all requirements. Our technical staff are given training and our drivers go on a course to learn about the new approach to driving.'

Jar of peanut butter

Quality goes beyond the four walls of the laundry facilities. 'We often make major quality improvements for clients during the initial stages,' explains De Win. 'Our QuickScan helps us identify inefficient logistics processes. We can design the logistics processes to be more efficient in order to benefit clients and guarantee the reliability of deliveries. In some cases, we can also redesign a company’s internal logistics to make them more efficient. For example, in the industrial sector, we often use automated clothing issue systems.'

According to De Win, part of the reason that Nedlin manages all of its own transportation has to do with quality. 'Ultimately, our drivers are the company’s calling card: they visit clients day in, day out, and we believe it is important for them to be service-oriented. Some drivers really do go the extra mile. I know of one client in Germany who receives a jar of peanut butter with every delivery of clean laundry!'