The Service Recovery Experience

Financial pressures in the airline industry have forced KLM to change their strategic direction. Using the Treacy & Wiersema (1993) model KLM’s new focus is on customer intimacy. This implies researching customer needs and designing from a user-centered perspective. Which are fueled by the change in the consumer landscape, namely digital...

Managing supply chain risks and disruptions at an inland terminal with a focus on inter-organizaitonal collaboration challenges: A case study at the inland terminal Alpherium in collaboration with Heineken

This double degree thesis focuses on supply chain risk and disruption management at an inland terminal, while taking into account the inter-organizational collaboration challenges between the shipper and the inland terminal. The case study is used in combination with an integrated framework for managing supply chain risks and disruptions found...

decision support system for airline disruption management at KLM Cityhopper

Abstract: The operations of KLM Cityhopper (KLC) is a complex undertaking. Many safety, statutory and contractual rules and agreements need to be considered for managing its operations. Hence, KLC spends considerable time, effort and money on planning its resources carefully. Unfortunately, it is all too common that unforeseen events during the...

Technology-Inspired Design: A conceptual model for Strategic Design Professionals to design for Disruptive Innovation

The objective of this thesis is to find an approach on how strategic design professionals can utilize their design capabilities to help companies cope with these challenges. Building on the fact that companies are painstakingly developing new-to-the-world technological innovations brokering this newness to find other possible applications and...

Railway disruption management

Railway networks are susceptible to disturbances and disruptions caused by failures in the infrastructure and rolling stock which lead to delays and inconvenience for passengers. Disruption management is currently performed manually by dispatchers and can be improved by using dispatching support systems that can calculate optimal solutions using...

How do SME’s use Business Model Stress Testing?

How do Small and Medium Sized Enterprises, familiar and unfamiliar with Business Model Tooling, and different lifecycle stages, use Business Model Stress Testing in order to be more agile in responding market dynamics? In the continuously changing world, where Dynamic Markets demand Agile organisations that can cope with Disrupting Innovations,...

Robustness of hinterland container transportation

Containerisation has dramatically changed international transportation; it has affected the speed and costs of the transportation of goods. The largest share of costs of container transportation is related to inland transportation. The performance of the container transportation chain as a whole determines its competitive position. Disruptive...

Structuring the fuzzy front end of new product development

Minimising Cost by Dynamic Modelling of Aircraft Recovery in Disrupted Operations

Schedule Quality: Delay Analysis Perspective

Forensic schedule analysis is an analysis method that investigates the events of a CPM Schedule. It is recognized that the forensic schedule analysis may potentially be used in a legal proceeding. This means that the claimant for a delay claim might use the forensic schedule analysis to analyze the events of a CPM schedule to prove his...

A roadmap towards a resilient internal supply chain of welding equipment & consumables

Allseas is one of the major offshore pipeline installation and subsea construction companies in the world. The process of pipeline installation is executed by operating specialised vessels, which are designed in-house. Allseas executes the pipeline installation with the S-lay method. The pieces of pipe (the joints) are assembled to form one...

Raw Materials Business Continuity Plan: A Case Study at SABIC in Europe

The high level complexity of today’s supply chains, their strive for ever increasing efficiency, and their global structure have rendered supply risk management more important than ever, forcing companies to start taking measures against supply chain vulnerabilities, especially on the inbound side. A great deal of the risks on the inbound side...

Finding Markets for Disruptive Innovations: How Social Media Can Help

Festo is a leading world-wide supplier of automation technology and in this sector also the performance leader in industrial training and education programs. The dutch regional office of Festo has in the past decade experienced a change in their relationships with customers. Not only has their market changed from a technology push to a...

Degradation of 4TBP by Advanced Oxidation Process, CFD Modeling and Validation for UV Reactor

Advanced Oxidation Processes (AOPs) are innovative, cost-effective, catalyzed chemical oxidation processes for treating pollutants in low or high concentration from contaminated soil, sludge and water. The common used AOPs in drinking water treatment include UV/H2O2 process, UV/Ozone Process, UV/Titanium Dioxide and Fenton’s Reagent. AOPs are...