Read here to find out how this Albert Heijn multi-franchisee achieved better results by using R&R in combination with WFM consulting services.
Entrepreneurs Robin Groen and Dennis Groen are co-owners of the beautiful Albert Heijn stores (in combination with Gall&Gall and Etos) in Almkerk (since 2004) and Strijen (since 2015). Since the beginning of their professional careers, both have gained extensive knowledge and experience in supermarket operations and everything related to them.
We spoke with Robin and Dennis about their experiences with R&R Workforce Management and the personalized guidance and optimization provided by Stef van Dijk, a business consultant at R&R. In an in-depth interview, the Albert Heijn entrepreneurs discussed the various challenges they face , the results of effective workforce management, and what makes R&R unique.
We started out with the first version of R&R at the AH store in Almkerk. Later, in 2015, our—at the time new—store in Strijen was added. In the beginning, we didn’t make full use of the software. There was a need to go deeper, but we didn’t always know exactly how to do that. That’s how we ended up in a consulting project led by Stef van Dijk (WFM consultant at R&R). With Stef’s help, we set to work implementing continuous improvements. We’ve been doing this for about five years now, to our great satisfaction and with excellent results.
“With Stef’s help, we set to work on making continuous improvements. We’ve been doing this for about five years now, to our great satisfaction and with excellent results.
Albert Heijn Almkerk and Albert Heijn Strijen are R&R clients. Stef van Dijk is guiding them in the proper use of the system and also providing them with advice on how to gain further insights, deepen their understanding, and optimize their use of the system.
Albert Heijn Almkerk has been an R&R client for some time, and this store was added later (in 2015) following the acquisition of Albert Heijn Strijen. Both stores are part of the multi-franchise organization AH Groen.
Process control and process improvement are also key challenges. When your processes are optimally aligned, “A good WFM tool is essential for the entire planning process and the entire organization. Without a good tool like F&R , you ’ll be missing certain key insights. Above all, the ability to properly analyze and align labor demand and supply is of great importance. You’re always looking for the right capacity at any given moment. R&R’s WFM tool is a great help in this regard.”
If you take the right steps based on the information and insights provided by the WFM system, you can plan effectively and achieve clarity and stability within the organization. This is very important because it truly impacts the organization and business operations in general. You also gain confidence in the system when you actually see and experience this stability and consistency in practice. This works much better for everyone.
It also enhances the customer experience when they enter a store that is adequately staffed at the right time. Customers can shop without any hassle, and the staff is always ready to help them.
“If you take the right actions based on the information and insights generated by the system, you’ll have a solid plan and achieve clarity and calm within the organization.
Change management is an important aspect of human resources management. Employees must become aware of specific areas in need of improvement and be willing to change the way they work. We also had to hold in-depth discussions with the employees.
Trust in the vision and in the WFM system is crucial. At a certain point, you start seeing measurably better results, and that’s when it becomes fun. Seeing everyone improve together is truly a cause for celebration. There’s a lot of energy when you achieve the right results together. For us, the quality of the store always comes first. All activities must be aligned with this. Ultimately, our stores have truly improved because the processes were well-defined and continuously refined. The WFM tool helped us a great deal with this. That’s the biggest benefit we’ve gained here.
“For us, the quality of the store always comes first. Ultimately, our stores have truly improved because the processes have been well thought out and are constantly being refined. That’s the biggest benefit we’ve gained here.”
The results of implementing the R&R workforce management system and receiving support from Stef have been very positive. This is primarily evident in terms of labor costs and productivity. But it’s also reflected in cost awareness, the availability of various employees, and the timing of tasks. When is the right time for the customer and for us to carry out certain activities? For example, when do we want to receive and process the shipment?
This not only led to cost savings but also made a significant contribution to our business success. Business is getting better and better, and of course, customers can see and feel that too. By using R&R’s WFM system, we’ve found a good balance between sound workforce management decisions and business success. The system gives us the insight we need to make the right decisions.
Stef’s guidance and expertise were very helpful. Stef comes from the supermarket industry and knows the market and R&R’s WFM system very well. Gaining insights is one thing, but deciding what kind of actions to take is even more important. With Stef as our trusted business consultant, we can discuss this thoroughly. Stef also knows what’s going on in the outside world and in the market, and looks at things from an outside perspective. This way, we examine the organization from both the inside and the outside, and we can continue to improve.
It’s also helpful for us to always have a “big picture” in mind this way—so we can continue to give workforce management and sound decision-making the attention they need. Situations are constantly changing, and there are changes within the organization as well. Given the rapid pace of change, you must always stay up to date. If you don’t do this for a while, you’ll see that things get watered down over time, and that will show in the results.
For example, we once noticed a rise in labor costs at the store in Strijen. We then worked together to develop a plan for how to address it. We took a close look at the processes. Which tasks do we perform and when? After implementing the necessary improvements, there was a turning point for them as well. The managers began to view planning differently, awareness of the process increased, and the store improved noticeably.
“The managers began to view planning differently; there was greater awareness of the process, and business noticeably improved.”
Many supermarkets are having trouble finding employees. In Almkerk, we haven't had any problems recruiting staff so far. In Strijen, it's sometimes a little harder. Some shifts are harder to staff, especially on weekends. So that can be a challenge at times.
As mentioned earlier, we are dealing with many internal and external developments. That is one of the reasons why we are never finished. Albert Heijn’s business model is constantly changing, and technological developments are coming in rapid succession. This has an impact on our entire organization and our business operations.
By continuing to analyze the situation carefully, staying vigilant, and taking the right steps—especially when changes occur—you ensure that everything stays on track. In this regard as well, the powerful WFM system, combined with personalized support, provides significant value to our company. The fact that a specialist can take a look at our operations from time to time—someone who also has a slightly broader perspective—is a major advantage. Stef is truly seen as a kind of colleague or partner who is no stranger to our organization. We find it very pleasant to work with him.
You’re entering into a collaboration based on a commitment to results—with an eye toward a long-term partnership and mutual commitment. We’ve really gained confidence in Stef thanks to the great results, her guidance and collaboration, and the fact that we just click with her.
“Thanks to the great results, the guidance and collaboration, and the connection we had with Stef, we really gained confidence.”
