"uuid","repository link","title","author","contributor","publication year","abstract","subject topic","language","publication type","publisher","isbn","issn","patent","patent status","bibliographic note","access restriction","embargo date","faculty","department","research group","programme","project","coordinates"
"uuid:89b9189e-f610-4661-807c-827f7b39a966","http://resolver.tudelft.nl/uuid:89b9189e-f610-4661-807c-827f7b39a966","Industry 4.0 and workplace inclusivity: Assessing the effect of institutions on the implementation and use of robots to employ a diverse workforce","Castellano, Vincenzo (TU Delft Technology, Policy and Management)","Werker, C. (mentor); Santoni De Sio, F. (graduation committee); Delft University of Technology (degree granting institution)","2023","The increasing use of robots in the workplace presents a valuable opportunity to diversify the workforce by including underrepresented groups such as ethnic minorities and the elder population. However, high unemployment among these social groups shows that the opportunity to boost inclusivity and diversity is not grasped. Seizing this opportunity presents several challenges, especially since diversity can complicate the innovation process.
Innovation is a complex multifaceted process influenced by numerous factors, among which formal and informal institutions. Formal institutions are written rules such as laws, standards and obligations, while informal institutions are unwritten rules, such as social and cultural norms, that shape people's perceptions and behaviors. Diversity can be related to social groups holding peculiar norms/beliefs that can conflict with other social norms or regulations. The role of formal and informal institutions in diversity and inclusion initiatives has been largely overlooked in the HRI literature, but existing studies suggest that institutions play a crucial role in enabling/hampering inclusion and diversity through technology.
In this research, I make use of qualitative research and the RRI approach to analyze the complex socio-technical system in which robots are implemented and used in the real-world context of the KLM baggage handling facilities at Amsterdam Airport.
The aim of this study is to build grounded theory through the analysis of the impact that institutions have on the implementation and utilization of robotic technology in the employment of a workforce that is diverse in terms of age, ethnicity, and race.
The research question guiding the research is: “How do formal and informal institutions shape the implementation and use of robots at work aimed at including a diverse workforce?”
This research question aims at tackling two different aspects of deploying robots at work: implementation and utilization.
The focus on implementation pertains to the analysis of the process by which a diverse workforce is included or not in the deployment of robots in the workplace, and the role that institutions play in shaping this process.
The focus on utilization pertains to the analysis of the role that institutions play in shaping the ability and willingness of a diverse workforce to use robots in the workplace.
When it comes to the implementation of robots at work, results show that if there are no formal institutions in place to include a diverse workforce in the implementation process, then informal institutions, such as a willingness to use technology, play a prominent role in determining the likelihood that diverse workforce will be included in the process or not.
In the Dutch context, factors like age or ethnic diversity do not affect the positive perception of robots at work and willingness to use technology, thus these diverse identities do not influence the participation of the diverse workforce in the implementation of robots at work.
When it comes to the utilization of robots, diversity plays both a direct and indirect role.
The direct role is related to formal institutions, for instance standard requirements to operate the robot, that may exclude certain ethnic/race groups with different physical characteristics from using the robot.
An example of physical characteristics that play a role in the Dutch context are the average height and left-handedness.
The indirect effect pertains to the influence of age diversity within the workforce on the formation of informal institutions, such as social norms. Members of the age diverse workforce may hold positions of opinion leadership within the workplace, enabling them to shape the opinions of their colleagues with regard to the use of robots. This, in turn, can influence the utilization of robotic technology by the workforce as a whole.
This study has both strong practical and theoretical implications.
From a practical standpoint, this study provides valuable insights for organizations seeking to employ a diverse workforce through the use of robotics. The findings highlight the importance of carefully considering both the practical and social implications of this approach, including the need to take into account the physical requirements of a diverse workforce and the potential influence of diversity on the formation of social norms within the workplace.
From a research perspective, this study highlights the suitability of the \acs{RRI} approach as a conceptual tool for HRI research to assess the socio-technical systems in robotics is used for diversity and inclusivity purposes.
Future research could focus on analyzing the interactions between formal and informal institutions and other diverse identities, such as gender, in the context of implementing robots in the workplace. The main limitations of this study pertain to the limited number of participants and the lack of generalizability to SMME. These firms have different organizational structures and limited financial and intellectual resources, thus, when employing a diverse workforce, they may face considerably different challenges when implementing robotic technology in the workplace.","industry 4.0; EDI; Inclusivity; employment; Robotics; HRI; RRI; RRI approach; diversity; age diversity; ethnic diversity; baggage handling; Schiphol; KLM","en","master thesis","","","","","","","","","","","","Management of Technology (MoT)","",""
"uuid:75b6c663-6644-448f-a794-0972d53c96f7","http://resolver.tudelft.nl/uuid:75b6c663-6644-448f-a794-0972d53c96f7","Improving the wayfinding to the commercial services at Schiphol: Supporting passengers to explore the surroundings of the airport autonomously","Arkesteijn, Laura (TU Delft Industrial Design Engineering)","Santema, S.C. (mentor); Sypesteyn, M. (graduation committee); Klooster, M.A. (graduation committee); Delft University of Technology (degree granting institution)","2021","This thesis has the goal to improve the commercial wayfinding at Schiphol. Commercial wayfinding entails tertiary wayfinding activities, which are not related to the travel process (shopping, eating/drinking, relaxing), whereas functional wayfinding gives information about passenger activities related to the airport process. Individuals can find satisfaction and enjoyment from the (commercial) wayfinding activity itself, which is referred to as recreational wayfinding (Fewings, 2001). This thesis explores how recreational wayfinding can enhance the passenger’s experience during their waiting time at the airport: Passengers at Schiphol seek pastime to fill their waiting time before their flight departs. They are looking for activities to do in the lounges, but mostly visit the known locations such as shops and restaurants (current territory). Many passengers just visit the shops only to have something to do and to counteract the boredom, without the intention to buy anything. However, Schiphol has many other (free) services to offer, which most of the passengers are not aware of (hidden gems). The existence of the commercial services (e.g. Rijksmuseum, Airport Library, Nemo, spa) surprises the passengers and they would like to be notified about their existence and location, so that they can visit them (territory to discover). Currently, the commercial services are not intuitively found, as passengers do not know that they exist. But even when actually searching for the services, the current wayfinding does not suffice and does not easily guide the passenger to the services. The digital wayfinding solutions are user unfriendly, as not all facilities are included, routeplanning is not possible and filtering options are limited. To solve this two-pronged problem, an integrated concept for wayfinding and awareness has been developed. A locative audio tour which leads the passengers along hidden gems in lounge 2 has been developed. Passengers experienced the audio tour as calming, explorative and eye opening. To raise awareness among passengers about this audio tour, a concept for awareness was created and tested.","wayfinding; airport; commercial; passenger; waiting time; Schiphol; audio tour; awareness","en","master thesis","","","","","","","","","","","","Design for Interaction","","52.308948, 4.756907"
"uuid:e06520ca-10c0-4128-b68d-def45ee8c43b","http://resolver.tudelft.nl/uuid:e06520ca-10c0-4128-b68d-def45ee8c43b","Waste Disposal in the Toilet Cubicle: Prevention of Clogging in Wastewater Pumps through Behavioural Change in Passengers","Moffie, Yaël (TU Delft Industrial Design Engineering)","Cankurtaran, P. (mentor); Schoormans, J.P.L. (graduation committee); Bosch, B.M. (graduation committee); Kilmamas, C. (graduation committee); Delft University of Technology (degree granting institution)","2021","As main contractor at Amsterdam Schiphol Airport, BAM Infra Energie & Water strives for optimal asset maintenance for each and every one of their assets. In order to achieve this, one of the components which needs to be improved are the amount of malfunctions of Schiphol’s sewage pumping stations. These are caused by all types of obstructions, but especially towels and wipes. So far, BAM’s technically oriented solutions have not shown sufficient improvement. This was the base for this graduation project, in which I took a designerly, human oriented approach into solving the obstructions. I have tried to solve the obstructions at the source: the passengers at the airport. The goal of this project is to design a behavioural intervention, to prevent passengers from flushing waste down the toilets in the first instance. After reviewing research done into behavioural change and toilet design, as well as an evaluation of the stakeholders involved, a user research was set up to identify the behaviour which causes the flushing of waste and the reasons behind this. This was done in the form of exploratory interviews among a population representative of the possible visitors passing by at the airport. With the initial research, five design directions were established as a basis for ideation: signage, waste bins, towel dispensers, removing opportunity and feedback. A myriad of solutions were combined into an initial concept proposal, to be refined into a final, two-part concept: 1. A design of a new, user friendly and hygiene oriented waste bin, to be implemented in the individual toilet cubicles. The availability and user oriented design needs to make throwing waste into the bin more attractive than flushing it. 2. A repositioning of the cleaning personnel, where they are more in the forefront in a host-like manner. This will establish a connection with the passengers to give them a feeling of responsibility over the cleanliness of the toilet area, as well as a feeling of being watched to ensure the passenger behaves better. Combining these two interventions should trigger the passenger enough to lower the amount of waste being flushed and eventually the number of obstructions in the pumps. To confirm whether this concept actually achieves the intended behavioural change, a second user test was performed, in which the user group gave their thoughts on the new situation with the help of a use scenario to help them imagine themselves in this situation. With the user evaluation, as well as in-depth interviews with the three main stakeholders, BAM, Schiphol and cleaning company Vebego, the concept was optimised for implementation. The concept and its implementation came together in the final strategy, which consists of a detailed plan for a six month pilot to evaluate the effects in real life and the possible definite implementation of the concept after that.","behavioural change; wastewater pumps; design; passengers; Schiphol; waste bin; cleaner","en","master thesis","","","","","","","","","","","","Strategic Product Design","",""
"uuid:fba4f441-4678-437c-9b91-9e7877efee8f","http://resolver.tudelft.nl/uuid:fba4f441-4678-437c-9b91-9e7877efee8f","Flexible Runway Scheduling for Complex Runway Systems: A Multi-Objective Optimization for Fuel Use and Noise Disturbance at Amsterdam Airport Schiphol","Abbenhuis, Anthonie (TU Delft Aerospace Engineering)","Hoekstra, J.M. (mentor); Roling, P.C. (mentor); Bombelli, A. (mentor); Delft University of Technology (degree granting institution)","2021","The runway usage of complex airports with multiple runways is currently prescribed by a preference list. The preference list mostly focuses on minimizing noise and it provides a more manageable flow for ATC. However, it does not consider the fuel burn or current demand of flights. This study presents a MILP scheduling model which optimizes for fuel burn and noise disturbance. This is done by a flexible allocation of flights to runways, therefore removing the use of a runway preference list. Furthermore, a separation method is developed to capture the dependencies within a complex runway system such that the model can be easily applied to every airport. The model is tested at Amsterdam Airport Schiphol and it is concluded that flexible scheduling has a positive impact on both objectives, resulting in more efficient airport operations and the possibility to expand operations within the current regulations.","Runway Capacity; MILP; Aircraft Noise; Aircraft Fuel; Schiphol","en","master thesis","","","","","","","","","","","","Aerospace Engineering","",""
"uuid:876a4547-435d-43cd-a6bc-dece19018bad","http://resolver.tudelft.nl/uuid:876a4547-435d-43cd-a6bc-dece19018bad","Schiphol indoor navigation application","Li, Jianghui (TU Delft Industrial Design Engineering)","Tassoul, M. (mentor); Bakker, M.F. (mentor); Danckaerts, Carolien (graduation committee); Delft University of Technology (degree granting institution)","2020","Base on the preliminary research results, the design goal of this project is defined: Providing departing, arriving and transferring travellers a seamless experience, which makes them feel confident and relaxed during the whole process of their journey in Schiphol, including wayfinding, searching information, learning of the Dutch transport system,
check-in and even passing border control, Etc. This can be achieved by facilitating the Schiphol information providing and wayfinding to help travellers understand the Schiphol service, wayfinding and transportation system and meet all their varying needs. The emphasis of this project is not to improve the Schiphol's service system or add new service in Schiphol, but to help travellers understand and utilize Schiphol's current service system by building a new efficient app information architecture and AR navigation system.
This project explores which information structure is more suitable for Schiphol (Public transport system). Through continuous testing and iteration, the information architecture of the new Schiphol app is confirmed, which would combine with the liner pattern and Hub and spoke information structure to build the underlying information architecture of the app. Choosing the Hub and spoke as the primary parent pattern and applying liner pattern for subsections.
In the user testing phase, it was discovered that functionality, ease of learning, and fun are all essential factors that affect user performance with the new Schiphol app. The focus of the second iteration is to ensure that users can understand and use the app. Make the layout of each interface and visual elements of the app more familiar to all users. The third iteration mainly focuses on the ease of use and fun of the new app. More attractive visual elements and dynamic effects are added to enhance the app's interest. After three rounds of testing, the new Schiphol app can meet the needs of all participants and combines functionality and fun.
Overall, the new app can help travellers quickly obtain the information they need and learn about Schiphol (Schiphol wayfinding system, Schiphol service system, Dutch public transportation system). At present, only about one per cent of passengers will download the Schiphol app in advance, so how to help them realize this app and download it is still an issue that Schiphol needs to consider in the future.","Schiphol; Indoor navigation; Application","en","master thesis","","","","","","","","","","","","Integrated Product Design","","52.3105386,4.7682744"
"uuid:8089751f-3e99-4dfa-89dd-f3dded8d86cb","http://resolver.tudelft.nl/uuid:8089751f-3e99-4dfa-89dd-f3dded8d86cb","A roadmap towards a new logistics concept for Amsterdam Schiphol Airport","van Slobbe, Chèr (TU Delft Industrial Design Engineering)","Simonse, LWL (mentor); Bluemink, Bart (graduation committee); Scholten, Marijn (graduation committee); Delft University of Technology (degree granting institution)","2020","Amsterdam Schiphol Airport is the main international airport in the Netherlands, being the third busiest airport in Europe in terms of passenger volumes (Insideflyer, 2020). All these passengers spent most of their time behind the security check in the terminal, waiting for their aircraft to depart. In this area, passengers are encouraged to spend their money (Kaplan, 2018). Schiphol offers many different retail, and food and beverages stores where the passengers’ needs can be met. The sale of goods in the terminal is Schiphol’s largest source of income (Schiphol, 2020). The passenger volumes at Schiphol have been growing in the last few years and are expected to keep growing in the coming years (CBS, 2018 and Schiphol, 2020). Growth in the passenger volumes causes both the passenger and goods flows to increase. In addition, there are many other streams in the terminal. In order to ensure that passengers are not hindered by these flows and all logistics processes take place in a safe manner, the logistics process will need to be set up differently. Schiphol is dealing with a complex environment, where there is no greenfield and solutions will have to be found within the current infrastructure. Therefore, the goal of my graduation project was to develop a new logistics concept for Amsterdam Schiphol Airport in 2030 with a focus on the passenger experience and safety norms. Various design methods and tools have been used to research the current logistics process, the values of stakeholders and trends that may play a role in the future of the logistics process. Based on these results, a future vision for the logistics process has been designed for 2030. The future vision contains that Schiphol will have to facilitate and control the logistics process in 2030, using a connected chain and autonomous processes. In order to meet the passenger experience and safety norms, it is mainly important that Schiphol gets control over the logistics flows to Schiphol, control in the logistics streets and control over the logistics flows to the terminal. In order to achieve the future vision, idea mapping sessions have been organised, from which the new logistics concept has been created. Both a strategic and tactical roadmap have been designed, in which service propositions work towards the new logistics concept in three horizons. These propositions take into account the various suppliers involved in the logistics concept and offer a new logistics concept for each of them. The new logistics process centralises the logistics processes to a Logistics Centre in the Schiphol area, from where Schiphol takes full control with the Schiphol Logistics Service and delivers all goods to the terminal. By centralising the logistics processes and making one logistics party responsible for the logistics process, the number of logistics flows in the logistics streets and the terminal will be reduced, thereby benefiting the passenger experience and safety norms.","Roadmapping; Future Vision; Airport; Schiphol; Logistics","en","master thesis","","","","","","","","","","","","Strategic Product Design","",""
"uuid:01929fb6-c9b6-4f1b-87c9-72b66dad0289","http://resolver.tudelft.nl/uuid:01929fb6-c9b6-4f1b-87c9-72b66dad0289","Improving the Overall Performance of the Warehouse Processes of Temperature-Sensitive Goods: Within the Warehouse of KLM Cargo at the Schiphol hub","Hensens, David (TU Delft Mechanical, Maritime and Materials Engineering)","Beelaerts van Blokland, W.W.A. (mentor); Negenborn, R.R. (graduation committee); Baggen, J.H. (graduation committee); Crombach, Paul (graduation committee); Delft University of Technology (degree granting institution)","2019","A significant part of the revenue generated by KLM Cargo comes from transporting temperature- sensitive goods. Currently, KLM Cargo faces quality issues in the handling processes of these goods which may lead to significant loss in revenue, and the risk of not generating new revenue. This research focuses on the improvement of the performance of the handling processes of temperature-sensitive goods at the warehouses of KLM Cargo. The main research question answered in this research is: ‘How can the overall performance of the handling processes of temperature-sensitive goods in the KLM Cargo warehouses be improved?’ The current state of the handling processes of temperature-sensitive pharmaceutical and perishable goods is analysed by using the Delft Systems Approach and the principles of lean manufacturing. The current state analysis shows that the temperature-sensitive goods are out of refrigerated storage for long periods of time or are stored in the wrong refrigerated storage area (perishables and pharmaceuticals are not to be stored together). This is mainly due to insufficient capacity of processes and facilities, the erratic arrival pattern of air cargo and the presence of non-value added process steps. It is concluded that KLM Cargo currently does not use adequate Key Performance Indica- tors (KPIs) that describe the performance of the handling processes of temperature-sensitive goods. Thus, new KPIs have been proposed. These are the Time Out of Refrigeration (TOR), the number of storage violations and the on-time performance on handling deadlines. The TOR is calculated as the amount of time a shipment is present at the Schiphol hub, but is not stored in a refrigerated area. The number of storage violations represents the number of times a cool storage area has insufficient capacity and the on-time performance shows the percentage of shipments that are delivered on-time according to the handling deadlines set up by KLM Cargo. The overall performance of the handling processes of temperature-sensitive goods can be improved by decreasing the TOR while the amount of storage violations and the on-time performance do not deteriorate. In order to reach the research objective, multiple design options are proposed. The different design options should meet the requirements for the handling of temperature-sensitive goods as well as the procedures laid out in the rules and regulations. Discrete Event Simulation (DES) is used to model the system and test the effects of the different design options. The system performance is measured by the TOR, the number of storage violations and the on-time performance. In the current state the average throughput time of a temperature-sensitive shipment is xxx minutes, of which the shipment spends xxx minutes out of a refrigerated area. The number of storage violations is approximately xxx shipments per day, or xxx shipments per year. There are three design options tested in the DES model, they consist out of the following: 1) the removal of non-value added processes, 2) levelled truck arrivals by optimal supply chain collaboration and 3) an input controller to control the arriving cargo at the Schiphol hub. Input data consisted of a truck and flight arrival schedule based on actual data along with a synthesised dataset which contains the amount of freight per shipment, the type of product, the type of cargo and the departure times. Each design option was run 25 times for a simulated duration of 365 days. The results were averaged and analysed in order to choose the best design option. The optimal way to improve the overall performance of the handling processes of temperature- sensitive goods is found to be the implementation of an input controller at KLM Cargo. In this design option, an input controller is designed that decides if arriving cargo is accepted for further handling in the KLM Cargo warehouses. If adequate handling can be ensured, the cargo is accepted for further handling within the warehouses of KLM Cargo. If adequate handling cannot be ensured, the cargo is ordered to wait outside of the KLM Cargo premises and is put into a queue with other cargo that cannot enter the warehouse yet. The moment adequate handling can be ensured again, the cargo with the shortest transit time is ’pulled’ from the queue and accepted into the warehouse for further handling. Implementing this design option resulted in a xx% decrease of the TOR, a xx% decrease in storage violations while the on-time performance did not deteriorate and compliance is adhered to. This design option does however increase the chance of cargo missing their flight, as waiting times are added for shipments that are not directly allowed to enter the warehouse. At the same time, this phenomenon creates an incentive for customers to deliver their cargo on-time. For future research it is recommended to look further into other potential control strategies that include demand forecasting. In order to address the cost aspect of the performance, it is suggested to investigate the devaluation of temperature-sensitive goods when they are not stored in a refrigerated area. Finally, it is recommended to extend this research on the entire supply chain from shipper to consignee in order to get insights in the performance per lane.","Cargo Handling; Schiphol; Temperature- Sensitive Goods; Cool Chain; Warehouse Handling Pro- cesses; OTP; DES; Time out of Refrigeration","en","master thesis","","","","","","","","","","","","Marine Technology | Transport Engineering and Logistics","",""
"uuid:44ee86af-3160-452b-bfb2-bb1556f45a19","http://resolver.tudelft.nl/uuid:44ee86af-3160-452b-bfb2-bb1556f45a19","Enhancing Mobility around Schiphol Airport for International Passengers","Liu, Mingyu (TU Delft Industrial Design Engineering)","Hiemstra-van Mastrigt, Suzanne (mentor); Ruiter, Iemkje (graduation committee); Delft University of Technology (degree granting institution)","2019","This study presents the process and results of the graduation project: Enhancing Mobility Experience around Schiphol Airport for International passengers.This project is part of this project Optimaliseren Mobiliteit rondom Schiphol (in English Optimise Mobility around Schiphol). Within its broad scope, this graduation focuses on Chinese passengers, who arrive at Schiphol Airport for the first time. It is aiming to create a care-free and seamless transport journey from/to Schiphol from their perspective. The project took place in five phases, Research&Analysis phase, Ideation phase, Conceptualisation phase, Embodiment phase and Verification phase. The Research&Analysis phase consisted of desk research, field research and analysis. The Research&Analysis phase revealed the existing ecosystem: a well-developed transport system in the Netherlands, and the potential of the Chinese outbound tourism market. This phase also showed the real experience of first-time passengers: difficulty on getting information, making a choice and feeling the sense of safety. Last but not least, it defined the design goals for the design phases: enable passengers to plan their trips based on the needs easily, and make them feel confident, supportive all the time.The Ideation phase and Conceptualisation phase developed the final concept according to the design brief established at the end of Research&Analysis phase. During this phase, several iteration cycles were conducted to develop and refine the concept. The final design is a digital platform, in the form of a WeChat Mini Program, a light application embedded in WeChat (one of the most frequently used digital product in China). It supports the users from planning their transport before leaving to conducting their transport plan after arrival by fulfilling people’s needs on choosing route, tickets, getting information and finding the right spot for boarding.In the last two phases Embodiment phase and Verification phase, a high-fidelity interactive prototype was built and tested. The user test shows the final design almost meet the design goals. Passengers feel supported during the process of choosing routes and tickets, and feel easier on completing the tasks of finding the spot and getting on the vehicle in an unfamiliar environment. However, the role of the Mini Program in a visitor's journey of visiting the Netherlands is not clearly defined. For the final design, it is recommended to accomplish the service beyond the phone screen. For Schiphol Airport and other transport operators, it is recommended to use WeChat Mini Program as the carrier of service. The final design could be a starting point of the future development of the digital platform as a Mini Program. Those conclusions from Research&Analysis stage might also be a reference for them.","passenger experience; user experience design; airport; mobility; Schiphol","en","master thesis","","","","","","","","","","","","Design for Interaction","",""
"uuid:c2c6ee21-de0d-4a6b-8d78-7ee7de1f1e00","http://resolver.tudelft.nl/uuid:c2c6ee21-de0d-4a6b-8d78-7ee7de1f1e00","Estimatic","Rietveld, Jip (TU Delft Electrical Engineering, Mathematics and Computer Science; TU Delft Software Technology); de Vries, Rolf (TU Delft Electrical Engineering, Mathematics and Computer Science; TU Delft Software Technology); de Boer, Jaap (TU Delft Electrical Engineering, Mathematics and Computer Science; TU Delft Software Technology); Hondelink, Dieuwer (TU Delft Electrical Engineering, Mathematics and Computer Science; TU Delft Software Technology)","Bozzon, Alessandro (mentor); Visser, Otto (graduation committee); Wang, Huijuan (graduation committee); Janssen, Richard (graduation committee); Delft University of Technology (degree granting institution)","2019","Amsterdam Airport Schiphol has 5 runways, each of which can be used for take-off or landing of aeroplanes. The weather heavily influences which runway configuration air traffic control might pick. Airport Forecasting Service (AFOS) predicts which configuration of runways works most efficiently given a set of expected weather conditions and the standard deviations of wind components. These standard deviations give the system an indication of the accuracy of the weather forecasts.
Currently, the KNMI (Royal Netherlands Meteorological Institute) is the only meteorological institute that provides these standard deviations along with the weather forecast. This raises the main research question of this report: Is it possible to make accurate enough estimations of the standard deviation of wind direction and wind speed using historical data and future weather expectations. Estimating these standard deviations has been researched with two different approaches: a statistical method approach and a machine learning approach.
Statistical Methods Four fitting methods have been researched in search of the best statistical model to estimate the standard deviation of wind direction and speed: the Maximum Likelihood Method (MLM) and three Least Square Method implementations of a Weibull, Minimum Weibull and Double Weibull distribution. The performance of aggregates on the outcome of these four methods was also researched. One case takes the minimum standard deviation of the four, the other takes the mean.
MLM not only performs the best but also performs most consistently of the four fitting methods. Taking into account aggregates, MLM is more consistent than the minimum method but the minimum method outperforms it. Neither of these methods managed to meet the success criteria.
Machine Learning In regards to machine learning, the problem of estimating the standard deviations of wind direction and wind speed is a regression problem. The following machine learning models have been researched for Estimatic: MLPN, LSTM RNN, ERNN and RBFN.
LSTM RNNs outperform MLPNs, RBFNs and ERNNs for both wind direction and speed standard deviation estimation. LSTM RNN performance did not meet the success criteria.
The research concludes that it is not possible to make accurate enough estimations of the standard deviation of wind components using the historical data and future weather expectations available for Amsterdam Airport Schiphol.","Wind speed; Wind direction; Wind; Schiphol; Weather forecast; Standard deviation; KNMI; Machine learning; Statistical methods; Statistics","en","bachelor thesis","","","","","","","","","","","","Computer Science and Engineering","","52.3105386, 4.7682744"
"uuid:900711e7-ed2b-4902-92d3-0504083cf446","http://resolver.tudelft.nl/uuid:900711e7-ed2b-4902-92d3-0504083cf446","A-pier Clean VOP: Developing a strategy for on-time cargo delivery to the aircraft under clean apron conditions","van Rugge, Tim (TU Delft Civil Engineering and Geosciences)","Negenborn, R.R. (mentor); Beelaerts van Blokland, W.W.A. (graduation committee); Vleugel, J (graduation committee); Delft University of Technology (degree granting institution)","2019","The introduction of MARS stands at Amsterdam Airport Schiphol’s new A-pier means a Clean VOP policy will be enforced. Under this regulation, vacant aircraft stands must be free of any cargo and baggage. In order to comply with this policy, KLM Cargo has to redesign its cargo handling procedure which is currently based on push logic. This paper explores the effects of various cargo handling procedures using pull and push-pull logic on KPIs such as on-time performance, space usage and distance covered. These handling strategies are simulated using a DES model of the future A-pier. The resulting KPI values are then analysed using the analytical hierarchy process, where weights are assigned to the KPIs by the problem owner. The resulting weighted scores indicate that a strategy employing a combination of a pull and push system is found to be most effective at ensuring cargo is delivered on time while respecting the Clean VOP regulations imposed by the airport authority.","Cargo Handling; Clean VOP; KLM; Schiphol; OTP; DMADE; Discrete Event Simulation; Analytical Hierarchy Process","en","master thesis","","","","","","","","2021-12-31","","","","Transport, Infrastructure and Logistics","","52.302226, 4.759568"
"uuid:c47a1e3e-8d3b-4eda-8b3b-134ae29f6af9","http://resolver.tudelft.nl/uuid:c47a1e3e-8d3b-4eda-8b3b-134ae29f6af9","The feasibility of a fully electric aircraft towing system","van Baaren, Edzard (TU Delft Aerospace Engineering)","Roling, Paul (mentor); Delft University of Technology (degree granting institution)","2019","Operational towing is a taxiing strategy to reduce the fuel consumption during the taxiing phase of a flight, which decreases the cost and environmental impact of taxiing. Currently, no operational electric towing systems are available that are fully electric, independent from the APU and are capable of towing both narrow- and wide-bodied aircraft. The research objective is to determine if a fully electric towing system can be a technically and operationally feasible alternative to conventional taxiing. To determine the feasibility, a fully electric towing concept is designed and simulated in the airport models of Rotterdam The Hague Airport and Amsterdam Airport Schiphol. A Vehicle Routing Problem is used to test the effectiveness of the concept at reducing the total fuel consumption at the airport. The results show that fully electric towing has a fuel saving potential up to 82%. It is concluded that fully electric towing is technically and operationally feasible.","electric; towing; system; aircraft; taxiing; vehicle; Rotterdam; Schiphol; fully; fuel; environment","en","master thesis","","","","","","","","","","","","Aerospace Engineering | Transport and Operations","",""
"uuid:da8f4c4b-4923-4b3f-ac3f-5c52fe793b2b","http://resolver.tudelft.nl/uuid:da8f4c4b-4923-4b3f-ac3f-5c52fe793b2b","Future Retail: The Experience Billboard","Huizenga, Nick (TU Delft Architecture and the Built Environment)","Smidihen, Hrvoje (mentor); van der Meel, Hubert (mentor); Delft University of Technology (degree granting institution)","2019","From the birth of consumerism in the early 18th century shopping as a leisure activity has been an integral part of our everyday lives. Its physical manifestations have a great resonance within our cities and the built environment. Throughout history retail typologies have constantly been adapted and reinvented around major shifts within our society, economics and development of new technologies, allowing for the constant push of retail space. Up to this point retail developments have evolved around the pushing of product sales. Today, however, retail is facing yet another shift within global society. With the emergence of online commerce the sales of physical products is moving out of brick & mortar retail. This increasingly digital shopping does mean however, that brands are losing their opportunity to engage with customers face-to-face, a vital part of the brand to customer relationship. On top of this consumer culture is changing. We are moving away from a product economy and towards an experience and service economy, where the experience or the story behind a brand is sometimes even more important to consumers than the product itself. Retail therefor is slowly moving away from manufacturer “push” and more towards consumer “pull”, where the physical experiences are becoming more extreme, special, remarkable and differentiated. In essence, physical retail is slowly becoming more of an advertisement tool, rather than the point of sales. Big retail centres should move away from the consumerism and product based strategies they have adapted over the last century and start providing both consumers and brands with a new, active, experiential and explorational environment. This new type acts as an attractor towards both travellers and workers, blending retail experiences within food, technology, fashion sports and design with complementary amenities, providing both a canvas for brands to express their colourful message and engage consumers and a three dimensional world for consumers to explore the latest trends and innovations.","Retail; Schiphol; Future Typology; Experience; Consumerism","en","master thesis","","","","","","","","","","","","","Complex Projects: AMS MID City",""
"uuid:17b5732c-f8d4-4a78-b9ae-36ad00f11391","http://resolver.tudelft.nl/uuid:17b5732c-f8d4-4a78-b9ae-36ad00f11391","Robust model for operational stand and gate planning Schiphol","Käller, Danuta (TU Delft Aerospace Engineering)","Roling, P.C. (mentor); Mercado Velasco, G.A. (mentor); Curran, R. (graduation committee); Ellerbroek, J. (graduation committee); Delft University of Technology (degree granting institution)","2019","The purpose of this research is to investigate the effects of individually established buffer times, based on historical delay data, on the robustness of an operational stand and gate allocation schedule. Using flight schedules and the structural lay-out of Amsterdam Airport Schiphol, a stand and gate allocation model is created using BEONTRA software. Eight allocation schedules are
specified with each a set of different buffer times, which are established after grouping and analysing the historical delay data. The flight schedule that is used as input is the one for peak day Monday 16 July 2018. The allocation schedules are then tested amongst others on probability of overlap and on delay data as a result of simulation. A by LvNL validated model of Schiphol is used in fast-time simulation programme AirTOp to simulate common delays on the allocation
schedules. The outcome is compared to the outcome of two baseline schedules, after which conclusions are drawn and recommendations are given with regard to the effectivity of buffer time optimisation.","Stand and gate allocation; operations optimization; Schiphol; AirTOp; Airport ground management operations; Buffer times","en","master thesis","","","","","","","","","","","","Aerospace Engineering","",""
"uuid:30f34466-8616-40ed-9a68-3a6c206f75cf","http://resolver.tudelft.nl/uuid:30f34466-8616-40ed-9a68-3a6c206f75cf","Improving the airport landside connectivity through the Internet of Things","Tezcan, Petek (TU Delft Industrial Design Engineering)","Hiemstra-van Mastrigt, S. (mentor); Smit, Iskander (graduation committee); Gangsaas, Marit (graduation committee); Delft University of Technology (degree granting institution)","2019","Flying comes with many responsibilities for both the airport and the passenger. One of the responsibilities for the passenger is to be on time at the airport. In case of delays or disruptions, passengers are required to be provided with alternatives to be able to catch their flight on time. The airport is responsible for offering the best services to support the passengers in their journey. This includes the provision of products and services for easy and reliable landside connectivity.
The Kiss and Ride at Schiphol faces capacity and congestion problems. These congestions result in an increase of the stress level of the passengers. This thesis proposes the use of a dynamic wayfinding system to ensure that drivers are well-informed about the traffic situation at Schiphol. Subsequently, the signs can be used to redirect the drivers in case of disruptions. The design exists of two parts, the dynamic traffic signs and the sensors. The sensors measure the number of cars and travel speed of the cars to provide an indication of the congestion level in the respective area. For the placement of signs, several principles are defined, such as the distance, height and frequency. Moreover, the content and dynamic elements of the signs are studied with experts to provide intuitive, compact but impactful information provision. The main benefit of the design is that the operation at Schiphol can take control in case of congestions/contingencies. As a result, unsafe situations can be prevented. Consequently, the insecurity levels of the passengers will be reduced by providing alternative routes.","Schiphol; Airport; landside; Traffic Congestion; passenger experience; Internet of Things; Wayfinding","en","master thesis","","","","","","","","","","","","Integrated Product Design","",""
"uuid:224a82b7-06d1-460a-b183-695b5d838a0c","http://resolver.tudelft.nl/uuid:224a82b7-06d1-460a-b183-695b5d838a0c","Schiphol Theatre: 2050 Schiphol Terminal Futuristic Theatre","Wong, Chi Hang (TU Delft Architecture and the Built Environment)","Smidihen, H. (mentor); van der Meel, H.L. (mentor); Dubbeling, D.J. (graduation committee); Delft University of Technology (degree granting institution)","2019","Airport has been labelled as a non-place by the French anthropologist Marc Augé, with its place as a limbo filled with a mass of isolated individuals which response to non-human mediations such as boarding screens and signages. Consider together with the automatic trend of mobility as well as the social health trend of non-real life conversations thanks to technology, there is a diminishing of human element within Schiphol. Nevertheless, a lack of cultural amenity on the landside for non-travellers. Consider together with the growth of Airport city, a theatre is proposed to be installed for not only landside users but also the potential of a human element added for travellers who spend excessive time idling.The Schiphol Theatre locates at the centre of Schipholterminal, which lies on one of the main axis within atransitional cityscape. It contains a multicharacter essencewith functioning as a public lounge, a public space, as well as an event space for not only classical performaces, but also public entertainments. This thesis project exploresthe possibilites of redefining Schiphol anemity experience,providing flexibility for World events/daily activities, VIA emphasizing on publicness, togetherness and cohesiveness of amenity.","Schiphol; theatre; future; airport; airport city; Theatre Buildings; Culture; interactive; Landmark","en","master thesis","","","","","","","","","","","","Architecture, Urbanism and Building Sciences | Architectural Engineering","Schiphol Terminal Group",""
"uuid:1ce05330-f026-4624-8acd-45d17e8a741d","http://resolver.tudelft.nl/uuid:1ce05330-f026-4624-8acd-45d17e8a741d","Made by Schiphol","Sołtysiak, Katarzyna (TU Delft Architecture and the Built Environment)","Smidihen, Hrvoje (mentor); van der Meel, Hubert (mentor); Delft University of Technology (degree granting institution)","2019","Nowadays, a majority of goods is produced in a significant distance to a consumption market; spaces of production and consumption have become extremely disconnected. For this reason, consumers are not aware of labour and pollution that desired goods create. Large amounts of waste are disposed daily, in particular in well developed countries. But while these countries lack new territories for industry that could answer the huge consumption demand, airports hold a potential of accommodating it. With no concerns of noise, wildlife destruction and nuisance, these infrastructural hubs could seek to develop their manufacturing potential.","Infrastructure; Circular Economy; Schiphol; Diamond; Manufacturing","en","master thesis","","","","","","","","","","","","Architecture, Urbanism and Building Sciences","",""
"uuid:099ad44b-294e-4661-87dd-9e570301daca","http://resolver.tudelft.nl/uuid:099ad44b-294e-4661-87dd-9e570301daca","Towards a New Prison: Facilitating the cyber crime threat","van der Meulen, Sietske (TU Delft Architecture and the Built Environment)","Smidihen, Hrvoje (mentor); van der Meel, Hubert (graduation committee); Delft University of Technology (degree granting institution)","2019","Digitalization and automation brings many amazing things; games, social media, navigation. However, it also makes us more vulnerable. The facelessness of cyber space and the emancipation of place makes it hard to grasp. Additionally, our personal data becomes more valuable and thereby more lucrative to criminalize. The combination of these factors make for an increasing criminalization of data. There are already several facilities to track and judge international and cyber criminals, however there is no specialized facility for punishing the perpetrators of the cyber realm. That lead me to the question: what role can Schiphol (and it’s no-man’s land) play in facilitating the increasing threat of cybercrime in the future? Schiphol’s no man’s land, and the emphasize we put on it in our group strategy, creates the perfect conditions for a cybercrime (a no-man’s land crime) prison. Architecturally the typology of the traditional prison and the principle of punishment and translated it into the appropriate measures for a cyber prison. Dealing with security, surveillance, privacy, punishment and rehabilitation.","Prison; Surveillance; Privacy; Punishment; Security; Cybercrime; Schiphol; 2050","en","master thesis","","","","","","","","","","","","Architecture, Urbanism and Building Sciences","","52.297480, 4.746534"
"uuid:7dbacaf4-4afe-4633-adc1-4b7bc1e9065a","http://resolver.tudelft.nl/uuid:7dbacaf4-4afe-4633-adc1-4b7bc1e9065a","Through the vacuum: A new way of traveling","van Lint, Tom (TU Delft Architecture and the Built Environment)","Smidihen, H. (mentor); van der Meel, H.L. (graduation committee); Delft University of Technology (degree granting institution)","2019","Different modes of transportation have always greatly impacted the way we as a society view the world. Until the invention of the steam engine, people were still closely bound to their cities and villages as traveling from one city to another could take up a full day. This made it hard to stay in contact with people in different places, but for example also hard for countries to be governed from a centralized position. When the train was introduced the world started to rapidly develop; different cities suddenly were within an hour’s reach and it became possible for organizations to work at national and later transnational scales. Nowadays, after years of technological developments, mobility plays a key role within our globalized world. Infrastructure connects people and places around the world and allows for transnational economies to exist. Globalization, and with it industrialization, has brought us a lot, but there are also a lot of negative side effects, such as air pollution. It is therefore of great importance to keep innovating within all professional fields in order to grow towards a balanced and sustainable world. In the field of transportation, Hyperloop seems to be a promising new development, that might eventually partially substitute flying and other modes of transport. It is up to us as architects, designers, and urban planners, to think how these new modes of transport will influence our cities and landscapes so they don’t lead to new forms of congestion and border conditions. Furthermore, in this phase of the development we can still think of a more innovative use of the technology. These are some of the things my graduation project discusses.","Hyperloop; Terminal; Station; Schiphol; Airport; 2050","en","master thesis","","","","","","","","","","","","Architecture, Urbanism and Building Sciences | Complex Projects","AMS Mid City","52.302867, 4.746757"
"uuid:3d45e166-cc95-45be-850e-f1c6e0cae42f","http://resolver.tudelft.nl/uuid:3d45e166-cc95-45be-850e-f1c6e0cae42f","BIMplimentation, BIMtergration: A research to the implementation and integration of BIM as a building process for existing buildings.","van Berkel, Paul (TU Delft Architecture and the Built Environment)","Bähre, Boris (mentor); Schnater, Frank (graduation committee); Reniers, Emiel (graduation committee); Delft University of Technology (degree granting institution)","2018","How is BIM implemented and integrated as a building process for existing
buildings on a social and organizational level? By researching the building process at Schiphol during the project upgrade Wortel g-pier and combining these results with theoretical knowledge of BIM, a hypothesis could be written with a potential method of implementing and integrating BIM. This hypothesis could then be implemented and tested for the project upgrade Wortel g-pier at Schiphol Airport. The results of the implementation of the hypothesis could then be generalized to all projects where there would be an existing building.","BIM; Building process; Schiphol; Existing buildings; BIM circle","en","master thesis","","","","","","","","","","","","","Upgrade Wortel g-pier",""
"uuid:1dbebfc7-93a4-47f1-a9f5-3055879897e2","http://resolver.tudelft.nl/uuid:1dbebfc7-93a4-47f1-a9f5-3055879897e2","Theoretical development of sampling analysis for the monitoring of pavement quality","Noca, Walter (TU Delft Civil Engineering and Geosciences)","Erkens, Sandra (mentor); Houben, Lambert (mentor); Verlaan, Jules (mentor); Delft University of Technology (degree granting institution)","2018","Schiphol Airport and Heijmans are working together on the renewal of the Schiphol runways pavements. Currently the top layer is covered with a synthetic antiskid material called ASK. But the strong weather limitations for the installation of this material have opened the door for alternatives. Heijmans has proposed an innovative asphalt mixture that is able to provide similar and in some cases better surface performances compared with the ASK. This asphalt mixture is called Flightflex R and is a stone matrix asphalt. Consequently it is affected by the variability of the construction process. This thesis project focuses on the analysis of the best quality control procedure for this asphalt. The pavement surface needs to meet specific requirements and it is of interest to define a sampling methodology for the evaluation of the Texture Depth (TD). In particular the research aims to define the minimum number of samples that provides the highest reliability for the definition of the Mean Texture Depth (MTD) of the surface. To achieve this goal a theoretical approach is adopted. Starting from the collection of a consistent number of samples, the properties of the surface are analysed. In this process it is of interest to define the influence of the construction process on the surface quality. The information obtained are used to simulate bigger surfaces on which different sampling methodologies are tested. In particular three different methodologies are analysed: the current methodology called CROW, a Uniform methodology and a random methodology called Hammersley methodology. Thorough testing these sampling methodologies on the simulated surfaces it is possible to evaluate the relative error between the MTD of the simulated surfaces and the MTD of the samples taken. A Monte Carlo type of approach helps to define precisely which methodology performs better. The one with the lowest relative error and minimum required number of samples will be considered the most efficient. The simulation of the surfaces and the analysis of the sampling process highlights a correlation between the manufacturing signature and some sampling methodologies. In case of a correlation the reliability of the methodology decreases. In particular the CROW and the Uniform methodology present a form of correlation and thus have a lower reliability. The Hammersley methodology aims to simulate a random selection of samples and for this reason it does not enter in correlation with the surface patterns. The three aforementioned methodologies are in the last part of the research applied on a 500 m long section of the runway Polderbaan at Schiphol Airport. Although the Uniform methodology is less reliable it provides a 1% of relative error with only 70 samples. The Hammersley instead needs 180 samples to reach the same relative error but with a higher reliability. The CROW is the least performing. In fact it has a lower reliability than the Uniform strategy and it needs 170 samples to reach 1% relative error. The research helps highlighting the correlation between the manufacturing signature left by the construction process and the sampling strategy adopted. It also highlights the fact that a random distribution escapes this correlation and provides more reliable results. To conclude, the companies are suggested to use the Uniform methodology in case of short time available for the quality control measurements. This comes with a lowest reliability that has to be accepted. But in case a high reliability is required and sufficient time is available, the Hammersley strategy is considered more appropriate.","pavement engineering; Schiphol; asset management; Texture depth; asphalt","en","master thesis","","","","","","","","","","","","","",""
"uuid:8db69e38-ea5b-4d95-a544-4c1a33fa2277","http://resolver.tudelft.nl/uuid:8db69e38-ea5b-4d95-a544-4c1a33fa2277","Stakeholder involvement facilitation: Reframe towards the common good","Habing, Evelien (TU Delft Industrial Design Engineering)","Santema, Sicco (mentor); Mulder, Sander (mentor); de Kok, Elise (mentor); Delft University of Technology (degree granting institution)","2018","The research aims at designing an approach to support process developers at Schiphol Group to effectively incorporate their stakeholders within their project. The introduction of a common use departure hall at Amsterdam Airport Schiphol, has been a use case to explore the potential of the Frame Innovation method by Kees Dorst (2015). A proposed framework and facilitation tool for Process Developers is the result of adjusting Frame Innovation towards a feasible workshop facilitated by Process Developers.","Frame innovation; Frame creation; Stakeholder-inclusive approach; stakeholder analysis; Stakeholders; framing; Schiphol; Process Development","en","master thesis","","","","","","","","2019-10-17","","","","Design for Interaction","",""
"uuid:6c3fd224-8dea-40c7-9eec-c3b209c1bfda","http://resolver.tudelft.nl/uuid:6c3fd224-8dea-40c7-9eec-c3b209c1bfda","Organ factory: 2050 Schiphol transplantation hospital","Mohar, Hana (TU Delft Architecture and the Built Environment)","Smidihen, H. (mentor); Bergsma, A.C. (graduation committee); Gramsbergen, E.H. (graduation committee); Delft University of Technology (degree granting institution)","2018","The thesis explores the site of Niuewe Meer in the context of the near future of 2050. The research deals with the new urban phenomena of airport cities - their urban qualities and the issues they pose for development of expanding city borders. On the case of a new passenger driven typology - the airport hospital, it investigates how future airport city amenities could perform as an interface between global demands and local urbanity. The project is based on the notion of acceptance of airport city development by common culture but provides a critical stance toward spatial repercussions of hyper commercialized territory and pseudo-urban space. It proposes one solution to this issue, in which development is oriented to site specific program, aligned with the economic and logistic ambition of Schiphol but reaffirming the specific qualities of the area. The project investigates the hospital as an urban type and applies it to the questionably urban condition of airport cities. The ideology of constant technological progress is leading hospitals to extreme specialization, therefore the organ factory takes the form of a condensed medical campus which can process and supply patients from a wider European region.","organs; factory; hospital; bioproduction; airport; Schiphol; future; utopia; megasructure; airport city; transplantation","en","master thesis","","","","","","","","","","","","","AMS MID CITY STUDIO","52.333548, 4.806697"
"uuid:96c4fc2f-8ed1-4be6-a5e7-9b19ba71954b","http://resolver.tudelft.nl/uuid:96c4fc2f-8ed1-4be6-a5e7-9b19ba71954b","Agent-Based Modelling of an Airport’s Ground Surface Movement Operation: Understanding the principles and mechanisms of decentralised control","Noortman, Timo (TU Delft Aerospace Engineering)","Sharpanskykh, Alexei (mentor); Tielrooij, M. (mentor); Delft University of Technology (degree granting institution)","2018","Decentralised air traffic control shifts decision making to a local level, allowing decentralised controllers to focus on solving local conflicts. Since decentralised controllers have accurate local information at their disposal, they can adapt quicker and more efficiently to changing conditions. Consequently, it is suggested that the dynamics of an airport’s ground operation are better managed when using decentralised control. To establish an understanding of the mechanisms of decentralised control, an agent-based simulation model is designed and applied to the actual ground operation at Amsterdam Airport Schiphol. By assessing the emergent behaviour of decentralised control to the actual ground operation managed by centralised control, insights are acquired in terms of the routing strategies, needs, and characteristics of decentralised control.","Agent-Based Modelling and Simulation; Airport Operations; Aircraft taxiing; decentralized control; Schiphol; Air Traffic Control; Resilience; complex adaptive systems","en","master thesis","","","","","","","","","","","","Aerospace Engineering","",""
"uuid:79621884-e06e-44a4-9924-8cfc5b4acc98","http://resolver.tudelft.nl/uuid:79621884-e06e-44a4-9924-8cfc5b4acc98","Aircraft Stand Capacity Model for Strategic Airport Planning: A Schiphol Case Study","Boukema, Marijke (TU Delft Aerospace Engineering)","Roling, P.C. (mentor); Delft University of Technology (degree granting institution)","2018","The main objective of a Master Plan is to develop an integral long-term development plan to guide the future of an airport. One important element is the capacity analysis as a first step in strategic airport planning. The research commissioned by NACO is boiled down to the main research objective: to contribute to the development of Strategic Stand Planning for airports, by finding an optimal required Stand Capacity using mathematical optimisation techniques. To give answer to this question a model developed which is called the Strategic Stand Capacity Model. This determines the amount of stands, and the standtype in terms of size and sector. As a case study Schiphol Airport is selected. The mathematical optimisation model at heart of the model can be described as a set of two classic linear optimisation problem, integrated in a larger software architecture. For both models the primal simplex algorithm is used to search for the optimal solution. As an optimiser IBM CPLEX is used. The input of the model is a flight schedule. The output is the amount of stands of each standtype is required, along a Pareto optimal front between operational cost and capital cost. A set of optimal stand capacity solutions for Schiphol is determined and used to analyse current capacity, which is proven to be sub-optimal in terms of standmix where a reduction in operational cost of 18% is possible. The impact of expansions at A-pier and H-pier in 2019 are analysed which show improvements but sub-optimal results in terms of the mix of standtypes, where a reduction of 24% in operational cost is possible. Then, the model is used to divide demand in airline segments to analyse impact of clustering airlines and alliances. When a hard split is made in airlines 14% more stand capacity is needed to find a solution. The model is then used to optimise airline division, which showed that when shifting a part of alliance-free airlines between two larger segments an optimal stand capacity can be found. Historic flight schedule data is used as input and historic stand allocation data is used to validate the results of the model. The result of the model is not a single solution of stand capacity but a range of optimal solutions of different capital investment and operational cost. A web-based supporting tool is developed as part of this research project to make practical application possible. This creates the opportunity for airport planners to make a data-driven trade-off between optimising many performance indicators, such as stand utilisation, bus movements, towing and remote parking. The results of this study will allow airport planners at NACO to develop a flexible master plan with respect to changing demand, and will support decision making to achieve the required stand capacity.","Aircraft Stand; Capacity Optimization; Stand Allocation Problem; Schiphol","en","master thesis","","","","","","","","2022-12-31","","","","Aerospace Engineering","",""
"uuid:bb6a8f8c-4cbd-4bba-adfb-0505eb049c54","http://resolver.tudelft.nl/uuid:bb6a8f8c-4cbd-4bba-adfb-0505eb049c54","Potential Fuel Benefits of Optimized Continuous Climb Operations at Schiphol","Klapwijk, Jeffrey (TU Delft Aerospace Engineering; TU Delft Control & Operations)","Hoekstra, J.M. (graduation committee); Ellerbroek, J. (mentor); Delft University of Technology (degree granting institution)","2018","Continuous Climb Operations aim at improving the efficiency of a flight's climb phase by reducing the number of level-offs. The associated fuel-benefits help airlines and airports to comply with future emission demands, rising fuel prices and modernizing airspace requirements. Previously, most studies in this field only considered the effect of removing unintended level-off sections requested by Air Traffic Control (ATC). In this study, the effect of all current climb inefficiencies have been studied for Schiphol Airport in the Netherlands. By comparing historic radar tracks and on-board measured flight data with simulated optimized trajectories, potential fuel benefits have been calculated for three scenarios. It was found that on average, 39.9 kg of fuel could be saved per flight with minimum time loss compared to the original departure when abandoning the 250 knots speed restriction below FL100. As a result, 19.2 million kg fuel and 60.8 million kg CO2 emissions could be reduced annually at Schiphol given the current traffic density.","CCO; Continuous Climb Operations; Optimized Climb; Schiphol; KLM; Fuel benefits","en","master thesis","","","","","","","","","","","","Aerospace Engineering | Control & Simulation","",""
"uuid:6043e88f-6f7e-4ebe-bb73-cb54290a1172","http://resolver.tudelft.nl/uuid:6043e88f-6f7e-4ebe-bb73-cb54290a1172","Schiphol Security Scanner: Restoring the balance between passenger, agent and Scanner","Dijkstra, Jorn (TU Delft Industrial Design Engineering; TU Delft Industrial Design)","van Egmond, Rene (mentor); Price, Rebecca (graduation committee); Delft University of Technology (degree granting institution)","2017","Using Schiphol’s Security Scanner is confusing for a lot of passengers. Therefore, security agents currently have to fully take on the task of guiding the passenger through the Scanner. This repetitive task in the high volume environment of Schiphol security leads to physical and mental exhaustion which results in frustration, and is projected onto passengers.
The responsive animations concept guides passengers in taking the correct posture inside the Security Scanner. Real time skeletal tracking is done, whereafter the appropriate instructions and corrections are displayed. This concept aims to replace the instructive tasks of the agents to lighten their workload, and to defuse the tensions between passenger and agent.
Prototyping tests were executed in a live security operation to assess the effectiveness of the design and to record the agents’ experiences. Agents found the concept to work de-escalating because it acted as a mediator between passenger and agents. Moreover, they noticed a significant decrease in repetitive workload improving their overall mood and resilience.","interaction design; design; Schiphol; security; responsive animations; protoyping; use cues; usability design","en","master thesis","","","","","","","Campus only","2018-07-07","","","","","",""
"uuid:9d82e70b-6086-43c7-8672-597e29a1f6e4","http://resolver.tudelft.nl/uuid:9d82e70b-6086-43c7-8672-597e29a1f6e4","A revision of the Security Scanner: Restoring the balance between passenger, agent and Scanner","Dijkstra, Jorn (TU Delft Industrial Design Engineering)","van Egmond, Rene (mentor); Price, Rebecca (mentor); Staal, Jurgen (mentor); Delft University of Technology (degree granting institution)","2017","Using Schiphol’s Security Scanner is confusing for a lot of passengers. Therefore, security agents currently have to fully take on the task of guiding the passenger through the Scanner. This repetitive task in the high volume environment of Schiphol security leads to physical and mental exhaustion and results in frustration, which is projected onto passengers.
The responsive animations concept guides passengers in taking the correct posture inside the security scanner. Real time skeletal tracking is done, whereafter the appropriate instructions and corrections are displayed. This concept aims to replace the instructive tasks of the agents to lighten their workload, and to defuse the tensions between passenger and agent.
Prototyping tests were executed in a live security operation to assess the effectiveness of the design and to record the agents’ experiences. Agents found the concept to work de-escalating because it acted as a mediator between passenger and agents. Moreover, they noticed a significant decrease in repetitive workload improving their overall mood and resilience.","Schiphol; Security; Scanner; Design for Interaction; Interaction Design; Design for Usability; Usability; Usability Design; Airport security; User testing; Live testing","en","master thesis","","","","","","","Campus only","","","","","Design for Interaction","",""
"uuid:d3970261-cf07-45db-96d0-1984c9f6a74c","http://resolver.tudelft.nl/uuid:d3970261-cf07-45db-96d0-1984c9f6a74c","A design concept and vision on Schiphol’s seamless connection to the Netherlands based on a passengers’ point of view","Van Heeswijk, M.M.A.","Van Erp, J. (mentor); Hiemstra-van Mastrig, S. (mentor); Roelfs, F. (mentor)","2017","The core business of an airport is its air-side activities but it could not function without fluent, multi-modal and resilient land-side connectivity with its surroundings. The AirportCity is located in a dense urban area and therefore also the most important land-side transport interchange of the Netherlands. Due to the growth of air travellers on a global scale (6,3% in 2016, IATA), it has been decided the terminal will be expanded by building an extra A-pier and Terminal. This allows for a 30% growth in the number of passengers from 2019. However, the land transport modalities nearly reach their limits and the capacity has to grow along the future aviation capacity. This design project provides a vision and design concept from a passengers’ point of view for a transport hub in 2025. The user-centred approach, focused on arriving passengers and their meeters (family/friends who pick-up a passenger from the airport) is complementary to Schiphol’s business perspective and the ambition to become Europe’s preferred airport. Transport hub vision: The 2025 vision contains an underground land-side transport hub in a large welcoming AirortCity hall. It was found that the arriving passengers’ experience was neglected compared to the departing passenger. As a focus area, the needs and wishes of meeters and arriving passengers are defined: 1) dominant practically motivated meeters and arriving passengers and 2) dominant emotionally motivated meeters and passengers. The first group is located on the two remote hubs connected with a shuttle. Facilities for the second group are located in the AirportCity hall: the meeters can wait close to the arriving passengers. Product-service system: The arrival process at Schiphol is not transparent for the meeter which makes time management between meeters and passengers difficult. The interactive waiting environment makes the arrival information clearer for meeters by visualized and personal information. This empowers meeters to manage their time and spend it more freely at the airports land-side commercial facilities. The entertaining element of the interactive waiting environment emphasizes the ‘Schiphol experience’ in the AirportCity. The mood between meeters (excited) and arriving PAX (devoted to the airlines schedule) appeared to be very different. Therefore, the final design concept functions as a welcoming wake-up call for arriving passengers to make them aware and excited about the meeters presence. Additionally, the design concept is guidance to help the passenger to continue his journey seamlessly after a flight.","seamless; Schiphol; transport hub; design; vision; arriving passengers; Meesters; meeting point; AriportCity; Wayfinding; land-side; passenger flow; airport; passenger experience","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Industrial Design","","","",""
"uuid:53751029-f1c1-4cfd-8221-3bccffb4c8a3","http://resolver.tudelft.nl/uuid:53751029-f1c1-4cfd-8221-3bccffb4c8a3","Defining wayfinding design principles for the new Amsterdam Airport Schiphol pier & terminal, through conceptual design as a case study","Glastra-van Loon, P.","Hiemstra-van Mastrigt, S. (mentor); Bergema, C.P.A.M. (mentor); Gangsaas, M. (mentor)","2017","A new pier and terminal at Amsterdam Schiphol Airport provides the opportunity for Schiphol Group to review aspects of design at the current terminal and innovate. One of these aspects is information & wayfinding (I&W). Wayfinding is closely related to the overall satisfaction of passengers at the airport, and therefore an essential part of airport design. Schiphol Group has established a vision on I&W, which for the design of the new pier and terminal is translated into top-level requirements. This vision, together with earlier research into passenger journeys and I&W have established a strategic vision on what intuitive wayfinding is. This thesis builds on this knowledge in order to define design principles for wayfinding at Schiphol, that can be used by Schiphol Group to specify requirements and explain them to designing parties.","wayfinding; Schiphol","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Product Innovatie Management (PIM)","","","",""
"uuid:b381c9e1-ad56-4376-a3a2-12b68938b73a","http://resolver.tudelft.nl/uuid:b381c9e1-ad56-4376-a3a2-12b68938b73a","AirLoc: Pedestrian dead reckoning for passenger localization","De Moes, A.F.A.","Venkatesha Prasad, R.R. (mentor)","2017","Travelling through airports can be quite a stressful experience for passengers. Airlines, such as KLM, want to make the journey of their passengers through airports as comfortable as possible. This thesis proposes an indoor localization system for airlines called AirLoc. The research question was: ""Which airport specific indoor localization method can be developed, that is ideal for airlines and can be applied at multiple airports?"". Different localization methods were discussed and pedestrian dead reckoning was chosen as the most suitable method, because it is infrastructure free and requires no additional investments. AirLoc is implemented on an Android smartphone and uses a motion model as a sensing stage, pedestrian dead reckoning as the localization method and a particle filter combined with landmarks as the refinement method. The location based services include the passenger journey and airport navigation. A particle filter was created that can be used on a complex polygon based map, by using polygon geometry and by creating special collision detection rules and optimizations, such as obstacle distance measurements. Map data of different airports can be included to make the system work at multiple airports. A complete motion model was created that does step detection, step length estimation and heading estimation dynamically. The heading estimation can be used while the phone is in different orientations, by using an initialization stage in which the GPS heading is used to determine the walking direction relative to the orientation of the phone. This estimation has an error of 30 degrees. AirLoc was compared to the Polestar system, which is based on Bluetooth fingerprinting and is used in the Schiphol app. The system was tested in two orientations, hand-held and in a pocket. AirLoc has a mean error of 6.17 meters when held in hand and an accuracy of 7.23 meters when put inside the pocket. The estimated location of AirLoc is always in the correct area and at a reachable location thanks to the collision detection of the particle filter and it removes the glass wall problem introduced by infrastructure based methods. This makes AirLoc more suitable for location based services such as airport navigation. AirLoc consumes only half of the energy consumed by infrastructure based systems, such as Polestar. A system is also proposed that calculates queuing times at the airport security, by using activity monitoring combined with an x-ray landmark. Testing shows that the queueing time could be estimated with an error of 14 seconds.","Indoor localization; KLM; Airport; Schiphol; Particle filter; Smartphone; Android; PDR; polygon based Map","en","master thesis","","","","","","","","2019-01-17","Electrical Engineering, Mathematics and Computer Science","Software Technology","","Embedded Systems","",""
"uuid:1834c7f5-2761-4766-9ae3-727864ca7604","http://resolver.tudelft.nl/uuid:1834c7f5-2761-4766-9ae3-727864ca7604","Design of the input and output cargo flows for a Fast-Track at Amsterdam Airport Schiphol","Schuppener, K.M.","Verbraeck, A. (mentor); Rezaei, J. (mentor); Duinkerken, M.B. (mentor); Ritsema, H. (mentor)","2016","Amsterdam Aiport Schiphol (AAS) has the ambition of becoming Europe's cargo preferred airport. However, in addition to facing spare capacity for future growth, past research has shown key issues preventing it from reaching this goal. Some of these are truck waiting times, long throughput times and 1st line warehouse efficiency. One of the logistical concepts aimed at solving these is a Fast Track (FT), based on the transshipment purpose of a cross-dock. The focus of this research is thus to answer: ""How can the input and output distribution processes of a Fast Track (FT) at AAS facilitate a seamless flow in the context of a multi-actor environment?"" Having conducted a thorough process analysis and literature review, different designs are proposed based on the airside distribution, the existence of FT storage and the push/pull nature of the system. A simulation study is conducted in Simio with the goal of understanding if the designs have an effect on the KPIs and if these are relevant. When contrasted to the single handler distribution, the multiple handlers one proved to positively impact lead time (LT), reducing it from 2.3 to 1.6 hours and decreasing variability by 50%. The remaining designs are tested on this configuration and based on it, a design with storage and a push nature selected. The existence of storage affected LT whereas the Push designs positively impacted the landside KPIs. As a conclusion, the decision-making power needs to rest in the FT operator so that the dynamism of the push/pull logic can be sustained and as a consequence, stream and efficient operations ensured.","air cargo; cargo handler; cargo; airport; Schiphol; transshipment; transhipment; cross-dock; cross dock; airside; distribution; push; pull; landside; Simio","en","master thesis","","","","","","","","","Civil Engineering and Geosciences","Transport & Planning","","Transport, Infrastructure and Logistics","","52.31050, 4.76830"
"uuid:6fe5df50-ff93-4624-a50c-37fb6331eedf","http://resolver.tudelft.nl/uuid:6fe5df50-ff93-4624-a50c-37fb6331eedf","Tailored SID & Profile Allocation for Amsterdam Airport Schiphol","Ceulemans, B.","Visser, H.G. (mentor); Roling, P.C. (mentor)","2016","Currently, only one Standard Instrument Departure (SID) track and one flight procedure is used per runway departure fix combination. In contrast to tailored arrivals, the potential benefit of tailored departures has been left relatively undiscovered. The research objective is to quantify the potential benefit of tailored SID-s and profile allocation for Amsterdam Airport Schiphol by developing a model that is capable of simulating departure trajectories per runway departure fix and optimize the overall allocation of departing aircraft for noise and fuel consumption. The proposed methodology includes a two-step modelling framework. The two models involve the design of novel tailored departure trajectories using a multi objective genetic algorithm and the computation of optimal flight allocation by means of Mixed Integer Linear Programming (MILP). A case study is presented and serves as proof of concept.","allocation; capacity; trajectory optimization; linear programming; MILP; tailored departures; Schiphol; airport; departures; fuel; noise; optimization; multi objective genetic algorithm","en","master thesis","","","","","","","","","Aerospace Engineering","Aerospace Transport & Operations","","","",""
"uuid:23623188-d987-49eb-883b-ea52e15f7842","http://resolver.tudelft.nl/uuid:23623188-d987-49eb-883b-ea52e15f7842","Flexible Arrival & Departure Runway Allocation Using Mixed-Integer Linear Programming: A Schiphol Airport Case Study","Delsen, J.G.","Roling, P.C. (mentor); Visser, H.G. (mentor)","2016","Runway capacity of a complex runways system can be limited by several factors. Currently, the runway usage at Amsterdam Airport Schiphol (AAS) is described by a preference list established by multiple stakeholders. It makes an important trade-off between minimizing noise exposure to the environment and maximizing capacity. The existing model does not take into account fuel burn and the ensued emissions for the current and future demand in flights. This study tries to address this issue. A model has been developed using Mixed-Integer Linear Programming (MILP) by which flights can be allocated to runways, while optimizing for fuel and noise. The research has the following research question: Can fuel burn be significantly reduced for aircraft operating at Amsterdam Airport by utilizing a novel flexible arrival and departure runway allocation model, using a predefined set of variables and rules, accounting for noise annoyance, runway capacity and the current and future demand of flights? The runway allocation model developed for this study is able to assign aircraft to runways based upon an optimization trade-off between fuel usage and noise exposure to the environment. Selecting a shorter flight- or taxi route may result in lower fuel burn and emissions, while separation- and noise regulations are maintained. A multitude of scenarios is simulated using the allocation model. Different runway configurations are tested. Additionally, different peak moments varying during the day are compared to see when flexible allocation is feasible and most profitable. A set of Pareto optimal solutions can be evaluated in order to determine the most optimal runway allocation distribution. The conclusion that can be drawn from this research is that flexible allocation can have significant impact on both fuel usage and emissions, while adhering to the current regulations. Depending on the flexibility of available runways, mainly restricted by separation- and noise regulations, runway demand, local conditions and maintenance, savings are possible. For scenarios where there is room for flexibility, savings are evident. For restricted scenarios, due to wind- or visibility conditions, potential savings exist, although to a lesser extend. The level of runway demand plays a role, as most flexibility and potential savings are obtainable during off-peaks. Annual savings can amount to significant fuel and emission reduction. The described runway allocation tool has the generic abilities of being scalable to wide variety of airports and their characteristics. Other airports, a larger set of aircraft and aircraft types, different arrival and departure operations can all be added to the model due to the generic characteristics. This aids further research and eventual application of flexible arrival and departure runway allocation in the aviation industry.","runway; allocation; capacity; MILP; linear programming; Schiphol; airport; scheduling; optimization; fuel; noise","en","master thesis","","","","","","","","","Aerospace Engineering","Control & Operations","","Air Transport & Operations","",""
"uuid:e867101d-dba4-430c-bbba-b709f01c8771","http://resolver.tudelft.nl/uuid:e867101d-dba4-430c-bbba-b709f01c8771","Increasing air cargo throughput per ground surface unit under footprint constraints","Schoenmaker, M.G.","Wiegmans, B. (mentor); Verbraeck, A. (mentor); Splunter, S. (mentor)","2016","","Air Cargo; Warehouse Design; Schiphol","en","master thesis","","","","","","","","","Civil Engineering and Geosciences","Transport and planning","","Transport, Infrastructure & Logistics","",""
"uuid:482b9606-c5cc-48be-a8c2-2c5a742b4201","http://resolver.tudelft.nl/uuid:482b9606-c5cc-48be-a8c2-2c5a742b4201","Multi-Perspective Design of a Fast-Track Facility for Cargo Transhipment at Amsterdam Airport Schiphol","Kallen, N.A.","Verbraeck, A. (mentor)","2015","Amsterdam Airport Schiphol expects growing cargo volumes in the future. At the same time, due to the expansion of passenger terminals, the cargo handling terminals at Schiphol are relocated and bundled on a smaller area at AAS South-East. The question is: how to handle increasing cargo volumes on a smaller area? One of the opted means to reach a higher handling productivity is a fast-track facility which enables cargo (which is not in need of build-up or break-down activities) to bypass the current handler warehouses. A fast-track facility (FTF) is expected to increase cargo lead times and AAS handling productivity. This research focusses on the physicial design of the FTF as well as the institutional design. With a discrete event simulation model, the capacity of the storage buffer inside the FTF is approximated. Furthermore, aninstitutional design including the financial flows and actor configuration of the FTF is suggested which is acceptable for the critical actors at AAS. It is concluded that a FTF which tranships solely import cargo is able to greatly increase AAS productivity and be accepted by the actor environment. In order to completely cope with the expected the demand surplus, a small handler and warehouse efficiency increase is required besides the implementation of the FTF. A truck Milkrun configuration is required in order to ensure continuous FTF outflow.","Schiphol; airport; cargo; transhipment; transshipment; fast-track; cross dock; cross-dock; design; terminal","en","master thesis","","","","","","","","","Civil Engineering and Geosciences","Transport & Planning","","Transport, Infrastructure & Logistics","",""
"uuid:d3599ef6-a99f-42c0-b02c-bb2f439e39c7","http://resolver.tudelft.nl/uuid:d3599ef6-a99f-42c0-b02c-bb2f439e39c7","Traveller choice behaviour at the passport control at airports","Bourguignon, V.A.","Hoogendoorn, S.P. (mentor); Daamen, W. (mentor); Molin, E.J.E. (mentor); De Lange, T. (mentor); Stroeve, S. (mentor); Grosmann, R. (mentor)","2015","In 2011, Schiphol introduced the self-service passport control (SSPC), which now functions as an alternative for the traditional passport control (TPC) at four different locations within the airport. Travellers thus have to make an obligatory choice between the two types of services. At the Schengen/non-Schengen border between Lounge 1 and lounge 2 (case study) the SSPC is not used as much as expected: although floor managers of Schiphol Group are actively trying to send people to the SSPC, still approximately 40% of the SSPC-entitled transfer passengers do not use it. The objective of this research is therefore to give recommendations on how to increase the percentage of SSPC-entitled travellers using the self-service passport control, by gaining insight into the pre-conditioned awareness, knowledge and perceptions of travellers regarding the self-service passport control and into the situational factors influencing the choice for the type of passport control. From the analysis of the results it is concluded that approximately 50% of the travellers does not recognize the SSPC. Furthermore the majority of travellers think they are allowed to use the SSPC, but in fact a minority knows all requirements to use the SSPC. However, it can be concluded that after having gained the information about the SSPC in the questionnaire, the majority of travellers is positive about the SSPC. Speed is on average of more importance to travellers than personal contact, approximately 90% of all respondents perceive the SSPC as the fastest type of passport control and 50% think the SSPC is the most pleasant service form. In general people with a different travel purpose, age, nationality and flying experience do not differ significantly in their awareness, knowledge and perceptions. However, a result that was not expected based on existing literature, is that the idea that elderly people do not like self-service facilities does not hold for older people who travel by plane. Besides, a Stated Preference (SP) photo choice survey at Schiphol is conducted in order to investigate, using discrete choice modelling, the effect of a change in layout or information provision on the travellers’ choice for the type of passport control. A first conclusion is that from the total sample 41% has a fixed preference for the SSPC and 9.0% has a fixed preference for the TPC, but overall there is a base preference for the SSPC compared to the TPC. Besides, it is concluded that the situational factors that influence the choice for the type of passport control are the presence of a window and signage at the TPC. Moreover, it is concluded that heterogeneity in preferences exists. Three classes can be distinguished, namely (1) the ‘self-service supporters’ (majority will always choose SSPC), (2) the ‘traditional passport control supporters’ (majority will always choose TPC) and (3) ‘the ‘window sensitives’ (choosing different alternatives in different scenarios). The scenario calculation indicates that an improvement from the current 60% (with an active floor manager) to approximately 70% could be reached by blinding the window next to the TPC, making clear that the SSPC is a passport control and by removing the overload of signage at the TPC. When instead of blinding the window next to the TPC, the SSPC would be located next to the window (and the window would not be blinded), an increase to approximately 80% could be reached (but this is more expensive). Furthermore, an advice to Schiphol Group is to show a movie about the SSPC already during the flights and in the rest areas at Schiphol. Besides, it is advised to clearly depict the requirements for using the SSPC. Finally, it is important to ensure sufficient staff at the SSPC, such that travellers can pass the SSPC as fast as possible.","service type choice; self-service passport control; knowledge & perceptions; Discrete Choice Modelling; Stated Preference; multinomial logit model; Latent Class Model; Schiphol","en","master thesis","","","","","","","","","Civil Engineering and Geosciences","Transport & Planning","","Transport, Infrastructure & Logistics","",""
"uuid:83bb3cd3-f9b8-41f9-bca3-2cbffafff9e1","http://resolver.tudelft.nl/uuid:83bb3cd3-f9b8-41f9-bca3-2cbffafff9e1","Departures 2020: A vision and concept for the Non-Schengen passenger ground process of KLM at Schiphol Airport using biometrics.","Vervoort, A.L.H.","Santema, S.C. (mentor); De Lille, C.S.H. (mentor)","2015","With the rise of self-services at airports, time has come to take the next step in optimizing KLM’s passenger ground process at Amsterdam Schiphol Airport (AAS). In the current non-Schengen departure process at Schiphol the various touch points that a passenger encounters in the process do not communicate with each other and there is no information exchange between stakeholders in the process. A passenger therefore has to present its boarding pass and/or passport at every touch point which can be frustrating and a hassle for the traveller. Time has come to remove this hassle by creating a smart, automated passenger ground process that allows on one hand its stakeholders to share information and by this take better informed decisions, and at the other hand improve the passenger experience considerably. Based upon a comprehensive internal analysis, external analysis and passenger and staff interviews a vision is created. The vision comprises four main values that are derived from the analysis and interviews. These values are: efficiency, control, comfort and respect. Resulting in the following vision: Subsequently a design framework is constructed that is based on the four main values. Each value consists of several building blocks, together these building blocks form the starting point for the creation phase. In the creation phase two concepts are designed, based on two of the four traveller types that are derived from the customer analysis. The two types that are chosen have the most opposing needs. Where the Human Traveller concept focuses on comfort and respect, the Modern Traveller’s concept main values are efficiency and control. This creates two rich concepts that look at the automated passenger ground process from two very different perspectives and cover the full spectrum of the vision. For the final design the values and perspective of the Modern Traveller are chosen, with the integration of some elements of the Human Traveller concept as these parts can coexist with the Modern Traveller concept. The choice for the Modern Traveller is inspired by the prediction that this group of passengers will become larger in the future whilst the Human Traveller group will shrink. The final design presents a solution in which data can be easily shared between stakeholders, and all stakeholders in the process are able make better informed decisions based on the information that is being shared between them. KLM for example will then be able to tell where a passenger is located in the process and whether or not the passenger has passed the border. For the passenger and for KLM the final design of the automated passenger ground process brings a lot of benefits concerning efficiency, control, comfort and respect. The process consists of the following five distinctive stages: 1. Preparation | Passengers will be able to fully prepare for their trip at home or at their destination. This preparation stage consist of mobile biometric enrolment, baggage labelling and a KLM baggage courier service. All routine departure hall procedures will be moved off-airport this way. By biometric enrolment the passengers face will become its token for the passenger ground process. 2. Service | Throughout their journey passengers are able to receive service and control their itinerary by the KLM Travel Assistant application on their mobile device. Because some passenger will have complex issues that cannot be solved by the app, a dedicated service area is created in the departure hall. This will be the main point of contact for passengers to turn to when they would like to get personal service. 3. Checkpoint | A single touch point is created in between landside and airside. This touch point integrates the boarding pass check, security check and border control in one. By implementing risk based security scanning the touch point is made more efficient and more comfortable for passengers. 4. Dwell time | During dwell time the main channel of contact for the passenger is the KLM Travel assistant app. The app provides passengers with push notifications when to proceed to their boarding gate. But also with personalized context aware e-services and indoor wayfinding. The app will also provide KLM with the necessary location information for the flight management app that is used by the gate agents in the boarding stage. 5. Boarding | The management app uses the information gathered in the passenger ground process to determine the progress of all passengers in the process and their exact location in the terminal. This information is used by the gate agent to make an informed decision whether or not to let a flight depart or to wait for passengers that are on their way to the gate. Subsequently the final design is evaluated against the project assignment and the constructed design framework. Further more recommendations are made and subjects for further study are suggested. Finally an implementation plan is provided, complemented with an implementation roadmap. The implementation plan lists concrete projects and tasks to be undertaken towards 2020. And the implementation roadmap places these projects in a feasible timeline. The projects in the implementation roadmap are divided in three categories: KLM projects, AAS projects and projects that should be executed in a joint effort. One of the first and biggest projects to be undertaken is the implementation of a new IT infrastructure at Schiphol Airport that has a plug-and-play architecture, as opposed to the current direct links and silo-based infrastructure, and that is able to fully facilitate the proposed data sharing between stakeholders. After the execution of all proposed projects, an automated passenger ground process will be in place in 2020 that is more efficient and comfortable, and in which passengers and staff feel in control and respected. It will help all stakeholders to take better informed decisions. And will allow KLM and Amsterdam Airport Schiphol to successfully compete with other major transfer hubs.","KLM; Schiphol; Biometrics; IT; Data Sharing; 2020; Vision; Passenger ground process","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Product Innovation Management","","Master of Science Strategic Product Design","","52.310696, 4.768290"
"uuid:b04cb88e-901e-4057-945b-bcf2ea1a9375","http://resolver.tudelft.nl/uuid:b04cb88e-901e-4057-945b-bcf2ea1a9375","Improving KLM Customer Ground Handling's Competitive Market Position","Jochems, S.P.M.","Santema, S.C. (mentor); Bakker-Wu, S. (mentor)","2015","The national pride of the Netherlands in the aviation industry, KLM Royal Dutch Airlines, is not only an airline but also a ground handler at Schiphol airport. After landing at Schiphol, the Ground Services (GS) and Customer Ground Handling (CGH) departments of KLM will provide all services that are needed to make sure an aircraft can take off for its next destination. Not only KLM’s own aircraft are being handled, 21 other airlines flying at Schiphol are handled as well. Because of the open ground handling regime at this airport, the companies Aviapartner, Swissport, and Menzies also provide ground handling services to airlines. These companies have ground handling as their core business, and operate on multiple airports. As in almost every industry, companies have to compete on quality and pricing in order to ensure a competitive market position. However, the relatively large amount of ground handling parties at Schiphol, combined with the effects of the economic crisis, have made this business focus on competitiveness and price even more. For KLM as a ground handler, the shift towards a focus on price has been hard to deal with, as the biggest cost for any ground handling party is the salary of its employees. Ground handling employees at KLM enjoy favourable working conditions that were given to them in the uptimes of the aviation industry. It is very difficult to change these working conditions, and therefore it is believed that KLM will not be able to compete with the other ground handlers on price in the near future. The other aspect of a product or service, the quality, is in case of KLM perceived as superior by customer airlines. However, making a ‘fair’ comparison between ground handlers is a near to impossible mission as the customer airlines of each ground handler have very different specifications. The time of arrival, amount of transfer passengers, amount of passengers and amount of baggage are just a few of the many specifications that will determine the difficulty of handling an aircraft. This leaves KLM as a ground handler in a very difficult position, having a higher price while offering a superior quality which is not objectively decided on. The raison d’être for both GS and CGH is the strong transfer product they offer. With Schiphol having an estimated total of 70 percent in transfer passengers, who have no further interest in being in Amsterdam, this transfer product is an important aspect of the ground handling. This Unique Selling Point (USP) consists of many services that ensure that an airline can offer its passengers a lot of connections to other aircraft. Also the time a passenger has to spend at Schiphol is minimized, and aircraft are on the ground for a shorter time. The transfer product may be the USP for CGH and GS, but customer airlines see this transfer product less and less as something that is really differentiating the KLM ground handling from other ground handlers at Schiphol. The challenge is thus to strengthen the transfer product offered by KLM as a ground handler and differentiate the ground handling once again. Within this thesis this is done by ‘making the chain longer’, looking at the passenger of the customer airlines (and not just the customer airline itself), and by not focussing on cutting down the price of the operation but on enabling a lower price in a different way. The new baggage tracking applications and program targeted at KLM, and more importantly customer airlines, do so by giving real-time information to passengers, cabin crew, and ground handling agents. Passengers obtain real-time information about the baggage handling process, making them feel assured while transferring at Schiphol. Besides, the passengers are entertained and educated by providing them with videos of the baggage handling process. KLM and customer airlines cabin crews are informed by messages in case of any disruptions in the baggage handling process. Actions like providing the passenger with an upgrade in case of missing baggage can be taken. In this way, the negative experience can be turned into an appreciation for the airline, approaching the passenger pro-actively. The baggage tracking program for ground handling agents enables them to have a quick overview of the baggage handling process. Problems can be solved faster by combining real-time information from different sources. As a result, the amount of mishandled baggage will drop. In this way, making use of real-time information, the transfer product of GS and CGH is strengthened, a big step in differentiating the ground handling once again and improving the competitive market position of KLM ground handling.","KLM; Customer Ground Handling; Transfer; Schiphol","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Product Innovation Management","","Master of Science Strategic Product Design","","52.308056, 4.764167"
"uuid:f3388a13-276d-4942-9e1f-ab1f9a5cfb7f","http://resolver.tudelft.nl/uuid:f3388a13-276d-4942-9e1f-ab1f9a5cfb7f","All passengers satisfied and on time: Supported by an integrated and up to date Information and Wayfinding system","Aerts, S.N.","Santema, S.C. (mentor)","2015","Schiphol has the ambition to become Europe’s preferred airport within five years. Due to the increasing competitive climate, it becomes progressively important for airports to enhance passenger satisfaction. Schiphol wants to do this by differentiating from its competitors through excellent service and customer satisfaction. Information and wayfinding on the airport is considered of great importance to these aspects. The I&W system at Schiphol has always been rated as ‘high quality’ and several awards have been obtained with an important aspect of the current system; the familiar yellow signs. Schiphol even received a price for the best airport in Europe in 2012 (Skytrex, 2012). Due to the awards and high ranking compared to other European airports, I&W at Schiphol was considered as ‘good’ and did not get the priority it might have needed over the past years. This caused the I&W system to grow without a clear direction and Schiphol has lost its leading position to important competitors like London Heathrow. Factors like new technologies and changing passengers needs concerning I&W ask for an evaluation of the current I&W system at Schiphol to indicate the performance and determine priorities for improvement. This thesis gives insight in which aspects of the I&W system at Schiphol need to be improved to increase passenger satisfaction and become Europe’s preferred airport again.","Schiphol; information system; wayfinding system","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Industrial Design","","","","52.30907, 4.763385"
"uuid:f872d789-3a01-40f7-b92a-acdaaf6dbb02","http://resolver.tudelft.nl/uuid:f872d789-3a01-40f7-b92a-acdaaf6dbb02","Developing a data based method to quantify the effects of flight track, aircraft weight and engine setting on the received aircraft noise levels","De Blok, S.","Simons, D.G. (mentor); Snellen, M. (mentor); Brouwer, M.A. (mentor)","2015","Airports in The Netherlands are subjected to tangent environmental laws to restrain pollution and noise nuisance. Amsterdam Airport Schiphol (AAS) is one airport dealing with this regulatory framework but nevertheless they are resolute to continue growth with respect to aircraft movements. To cope with the law related to aircraft noise, the department Stakeholder Strategy and Development (SSD) of AAS is responsible for the implementation of Noise Abatement Measures (NAMs). NAMs are used to minimize aircraft noise as to be able to maximize the number of aircraft movements within the environmental law as set by the Dutch government. SSD demands to be able to visualize the effect of a NAM by measuring aircraft noise with its Noise Monitoring System (NOMOS). However, in practice it appears that the effect of a NAM to the exposed noise level cannot easily be determined since the total set of measurements show a high degree of scattering. This is caused by the fact that many other parameters are contributing to the exposed noise level as, for example, engine setting and aircraft configuration. Therefore, AAS encounters difficulties evaluating the effectiveness of implemented noise reducing measures using the noise levels as measured by NOMOS. Hence, the research question becomes: How can the distinctiveness between noise measurements effectively be improved as to evaluate the direct effect of a Noise Abatement Measure to the measured noise level? As a first step towards answering this question, aircraft mass m and aircraft engine setting N1 were identified which were expected to mask the effect of a NAM to the measured noise level. Then, the Peak Find Method (PFM) is developed to determine N1 from the associated acoustic time series as retrieved from NOMOS. Thirdly, aircraft mass m was found to be very difficult to determine from aircraft performance theories. Therefore, the lift-off speed at take-off Vlof2 is taken as an aircraft mass representative. With the two predictors N1 and Vlof2 available and the measured maximum loudness levels Lmax retrieved from NOMOS, a Multivariate Linear Regression Analysis (MLRA) is carried out to assess the effect of the two predictors to variations in Lmax. Last, the identified MLRA model is used to subtract the contribution of N1 and Vlof2 from the received noise levels, hence leaving the direct effect of a NAM to the measured noise level. Initial correlation analysis showed no correlation between N1 and Lmax and neither between Vlof2 and Lmax. While the MLRA model is based upon the identified values of the predictors, it was therefore not expected that the high variations in Lmax would decrease when using these predictors, bearing in mind the results of both correlation analysis. And ultimately, by using the MLRA model only 7% of the total variation in Lmax could be explained, which turned out to be too less to evaluate the direct effect of a NAM to the measured noise level.","aircraft noise; measurements; classification; engine setting; aircraft weight; flight track; N1; Multivariate Linear Regression Analysis; acoustics; NOMOS; Schiphol; RADAR; correlation; analysis; BPF; Blade Passing Frequency; lift-off speed; noise; meteo; KNMI","en","master thesis","","","","","","","","","Aerospace Engineering","Control & Operations","","Air Traffic Performance and the Environment","","52.307503, 4.762406"
"uuid:334727c0-694d-4ab5-926c-41cc45e476b1","http://resolver.tudelft.nl/uuid:334727c0-694d-4ab5-926c-41cc45e476b1","Effect of EGTS on airport taxi movements at AAS","Sillekens, P.J.A.","Roling, P.C. (mentor)","2015","KLM and Schiphol Group have requested an investigation into the impact of EGTS on the entire airport operations. Previous research into this technology has shown that the potential benefits for airlines, airports and society are decreased noise and emissions, fuel savings, and autonomous pushback possibilities that allow for greater versatility on the apron area. Drawbacks of the technology at this point, however, are the fact that the maximum speed of the aircraft is limited while utilizing EGTS, possibly impacting other airport traffic and even leading to taxiway congestion. Taking this problem statement as a starting point, this research is aimed at generating an impact study into the effects of EGTS on the airport operations with all the key stakeholders. In order to achieve this, the traffic situation at Schiphol airport is simulated in scenarios with and without EGTS traffic, results are compared and verified, and stakeholder discussions are subsequently held to validate the results. The main research aim is to provide Schiphol and KLM with a tangible tool that translates the concerns and interests of the main stakeholders into a value model, that can aid them in their further decision making process regarding the implementation of EGTS.","EGTS; Schiphol; KLM; impact study; value model","en","master thesis","","","","","","","","2016-04-17","Aerospace Engineering","Control & Operations","","Air Transport and Aerospace Operations","","52.30907000, 4.76338500"
"uuid:d0c6de15-e983-4e73-9e4c-e3a600c0442b","http://resolver.tudelft.nl/uuid:d0c6de15-e983-4e73-9e4c-e3a600c0442b","Effect of EGTS on airport taxi movements at AAS","Sillekens, P.J.A.","Roling, P.C. (mentor)","2015","KLM and Schiphol Group have requested an investigation into the impact of EGTS on the entire airport operations. Previous research into this technology has shown that the potential benefits for airlines, airports and society are decreased noise and emissions, fuel savings, and autonomous pushback possibilities that allow for greater versatility on the apron area. Drawbacks of the technology at this point, however, are the fact that the maximum speed of the aircraft is limited while utilizing EGTS, possibly impacting other airport traffic and even leading to taxiway congestion. Taking this problem statement as a starting point, this research is aimed at generating an impact study into the effects of EGTS on the airport operations with all the key stakeholders. In order to achieve this, the traffic situation at Schiphol airport is simulated in scenarios with and without EGTS traffic, results are compared and verified, and stakeholder discussions are subsequently held to validate the results. The main research aim is to provide Schiphol and KLM with a tangible tool that translates the concerns and interests of the main stakeholders into a value model, that can aid them in their further decision making process regarding the implementation of EGTS.","EGTS; Schiphol; KLM; Impact study; Value model","en","master thesis","","","","","","","","2016-04-15","Technology, Policy and Management","Management","","Management of Technology","","52.30907000, 4.76338500"
"uuid:7a379346-e46a-4a4f-b8d1-ff95e6f43281","http://resolver.tudelft.nl/uuid:7a379346-e46a-4a4f-b8d1-ff95e6f43281","Re-sil(i)ence, aircraft noise abatement by the built environment in the vicinity of airports","Lugten, M.C.","Stolk, E.H. (mentor); Van der Hoeven, F.D. (mentor)","2014","The graduation research focusses on mitigations in the built environment abating aircraft noise which can used by urban planners, designers and policy makers operating in airport regions. Aircraft noise is an issue for airport regions as it forces building restrictions upon aircraft noise exposed areas (e.g. for Schiphol and the Amsterdam Metropolitan Area) and increases the chance people living in such areas will face (stress related) physical disorders. Instead of focusing on the noise source (the aircraft) this research aims to develop mitigations which can be applied within the built environment for different varieties of aircraft noise. The research first develops aircraft noise abating solutions by literature study, which are converted to twenty-four design patterns. The design pattern methodology has showed to be effective to translate (technical) information to design and planning tools and incorporates today’s complex realm of (airport) urban planning and design. Moreover, the research maps average and incidental sound pressure levels in the Schiphol area which are used to indicate where in the vicinity of Schiphol the design patterns can be applied. This results in design pattern which are partly generic (can be applied in any airport region) and specific (application of the design patterns in the Schiphol area). Aside from design patterns, also a qualitative system to analyse the effects and presence of (spatial) aircraft noise abating solutions in airport regions has been developed. By this analysis framework, different areas within the Schiphol region are analysed which indicates how the existing area can be optimized. In the final parts of the thesis, the design patterns are tested by two design cases. The first case aims to test the application of design patterns by urban designers and planners working in the Schiphol area. The results are positive but suggests further research and simplification of the design patterns in needed. The second case addresses an individual design proposal which is tested in a numerical model. The numerical model quantifies the sound pressure level reduction for the aircraft noise variety the second design case focussed on. The results are positive and show the design patterns applied in the second case contribute to increased sound pressure levels although more research will be needed.","aircraft noise; noise reduction; spatial interventions; spatial analysis; Schiphol; noise modelling; urban physics; building technology; building materialization","en","master thesis","","","","","","","","","Architecture and The Built Environment","Urbanism","","Explore lab","",""
"uuid:750228ad-0a32-4b04-a8e0-ce05df552406","http://resolver.tudelft.nl/uuid:750228ad-0a32-4b04-a8e0-ce05df552406","Modern Dutch Heroes, A concept and strategy for a Dutch innovation platform at Schiphol airport","Gramberg, B.P.","Santema, S.C. (mentor); Pasman, G.J. (mentor); Roodvoets-Strijbosch, E.D.M. (mentor)","2014","This report describes a strategy and concept aimed at bringing the best of new Dutch innovation to the passenger at Schiphol Airport. This is achieved by bringing crowdfunding to the physical world. Passengers will be able to see new ideas and innovations in a small exhibition, be able to touch and try them and can instantly help out by funding the project, sharing it with the world or joining in the community.","Schiphol; Airport; Passenger experience; Crowdfunding","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Product Innovation Management","","Master of Science Strategic Product Design","",""
"uuid:5bcd1da0-2e6c-47e6-8e0e-4ff0a4ce7dec","http://resolver.tudelft.nl/uuid:5bcd1da0-2e6c-47e6-8e0e-4ff0a4ce7dec","KLM Transfer 2023","Hooft, R.H.F.","Van Dijk, M.B. (mentor); Santema, S.C. (mentor)","2014","Approximately 70% of KLM passengers transfer via KLM’s main hub AAS. It is obvious that KLM’s transfer product is extremely important as alternative transfer airports are improving rapidly. KLM is losing ground to the competition. Therefore this report is made is order to investigate KLM’s transfer product and how KLM can jump ahead of the competition once more.","KLM; transfer; Schiphol; VIP; mind-set","en","master thesis","","","","","","","Campus only","2015-05-23","Industrial Design Engineering","Industrial Design | Design Aesthetics","","Master of Science Integrated Product Design","",""
"uuid:e03e77ce-25d4-4cb6-91c3-0cfcf9b1784c","http://resolver.tudelft.nl/uuid:e03e77ce-25d4-4cb6-91c3-0cfcf9b1784c","Schiphol's dynamic traffic Management: A case study on rescheduling","De Vries, N.A.","Van Arem, B. (mentor); Goverde, R.M.P. (mentor); Corman, F. (mentor); Wiggenraad, P.B.L. (mentor); Bouman, P. (mentor); Schaafsma, A.A.M. (mentor)","2014","Around the railway station of Schiphol, railway traffic is controlled by an automated dynamic traffic management system (DVM). This system is not optimal for the future service pattern of NS and NS Hispeed. My research explores the possibilities of a new DVM by analysing different rescheduling elements by means of microsimulations in OpenTrack.","Railway Traffic Management; transport; Schiphol; railway; rescheduling; Dynamic Traffic Management; NS; ProRail; DVM; OpenTrack; simulation; rerouting; retiming; reordering; traffic","en","master thesis","","","","","","","","","Civil Engineering and Geosciences","Transport & Planning","","","",""
"uuid:d94921ec-5681-48fe-b83d-9b5ac11b0fab","http://resolver.tudelft.nl/uuid:d94921ec-5681-48fe-b83d-9b5ac11b0fab","The air cargo supply chain at Schiphol, process improvement and collaboration","Pieters, S.R.","Oey, M.A. (mentor); Verbraeck, A. (mentor); Van Duin, J.H.R. (mentor)","2014","Schiphol, the main airport of the Netherlands, wants to be Europe’s preferred cargo airport. To reach this status, Schiphol has to offer a good infrastructure and high quality processes. Schiphol has no active role in these processes, but is dependent on third parties. Schiphol suffers from inefficiencies in the air cargo supply chain. A symptom for the inefficiencies in the chain is the queuing of trucks which was the trigger to start this research. The air cargo supply chain involves many parties: the shipper, the consignee, handlers, trucking companies, airlines and freight forwarders. Airports only have a facilitating role in supporting the air cargo supply chain. The research question for this research comes forth out of the aforementioned role and goals of Schiphol: How can Schiphol in its facilitating role enhance the quality of the air cargo supply chain at Schiphol? To identify the issues influencing the air cargo supply chain at Schiphol the chain has been analysed in two perspectives; the system perspective and the actor perspective. The system perspective involves the process steps in the chain. The actor perspective involves the roles and the relations of the actors in the chain. Following these analyses, scientific literature on information sharing and process management has been consulted. To find out how information sharing can be successful and how Schiphol should behave. System perspective The system perspective analysis resulted in several issues: Check-ins: the geography of the air cargo area at Schiphol causes several check-in gates to the terrains of the different handlers in 1 visit for trucks; A lot of documents are involved in the air cargo supply chain, which causes inaccuracy and superfluous process steps in the chain; Three points of queuing: the air cargo supply chain at Schiphol has three points of possible queuing; at the entrance of the terrains of the handlers, at the handlers office and before docking; The employees at an operational level have a big influence on the progress in the chain; Patterns: the air cargo supply chain is subject to weekly and daily patterns, that increases the queuing at several peak points in time; First Come – First Served; not always the best system for an efficient chain; Capriciousness of arrivals of both trucks and airplanes makes the processes unpredictable; The amount of pre-announcements is low and causing unexpectedness at several points in the chain, especially at handlers. To solve several of these issues the existing projects E-freight (international) and E-link (national) are developed and can reduce the amount of documents involved and interfere in the processes. With E-link the administration will be simplified and it will take some process steps and queues out of the chain, in this way the chain will be more effective. Although these are projects are promising, unfortunately the progress of the implementation of information sharing systems lacks behind. Furthermore, the implementation level of the ACN-card (check-in card for truck drivers) is so far not very high, because of the coupling with the E-link system this implementation level is very important. Actor perspective With 6 handlers with direct airside access, above 150 trucking companies and over 80 freight forwarders the actor perspective in the air cargo supply chain is characterised by the broad network of actors. A freight forwarder is the middleman in the transportation of the freight and determines the route of the cargo. The airline has contracts with the handlers and the trucking companies. The trucking companies and the involved handlers are not contractual related. This situation makes a good cooperation between the handlers and truckers more difficult. Issues resulted from the actor perspective analysis: Conservative character of the air cargo supply chain worldwide causes a lack of progress in innovation implementation; The education and motivation of employees at the operational level is low; The personal involvement during the air cargo handling is high, but not always rational; The actor analysis showed that there is a desire to work together, however, the cooperation is at a low level. This is caused by the commercial interest, the economic survival mode of the companies and the low level of willingness to invest in local systems by the handlers headquarters. Next to the actor relations and operational influence, the air cargo supply chain has suffered from the economic crisis of the past few years a lot. The lowering amount of transported cargo caused lower margins on the handling of freight. The revenues of most companies involved lowered and cost cuttings are the result. These cost cuttings influence the capacity at handlers and trucking companies and these lowering capacities result in efficiencies in the chain. Literature The literature research showed the advantages an information sharing system could have: Better planning by an increasing amount of pre-announcements; Personal behaviour can be steered; Lower amount of document involvement; Could be used for performance measurement in the total supply chain to improve the performance of the chain; Supports building of trustworthy relationships. Several issues should be kept in mind when developing information sharing between actors: Quality of the information is more important than faster sharing of information; Securing of information to keep the commercial values protected; For planning issues dynamic systems are necessary; Interoperability with IT-systems of several actors, otherwise influence at operational level makes acceptance hard; Easy to use at an operational level, clear protocols and routines are necessary for acceptance; To be able to implement an information sharing system into a chain a good relation is necessary and commitment to develop and implement the system. Synthesis The air cargo supply chain would be aided with the use of an information sharing system as E-link. A local system as E-link is hard to implement but has its advantages in better planning and the building of relations between involved actors. The most significant results in the processes of the air cargo supply chain at Schiphol can be found in: Reduction of document use in the chain; Reduction of truck turn time; Reduction of FTE’s at the handlers office; The progress in implementation lacks behind, however. The financial feasibility, even with a low percentage of efficiency savings of even 5,7% industry wide with a 100% implementation should be enough to convince the involved parties to invest. The economic influence is, however, very big and causes hard ways in the implementation of innovations in combination with the actor situation at Schiphol. In economic difficult times the demand for a powerful and reliable process manager is higher, Schiphol could fulfil that role. A shared value or goal should be created; Naming and framing of the problems and solutions; Creation of a sense of urgency; Incentive development; Protection of core values of companies; Schiphol should fit this role as a process manager well, because their interests in the air cargo supply chain at Schiphol is high and they have a reliable and powerful appearance, even when they are not directly involved in the air cargo supply chain. Conclusion & recommendations An information sharing system definitely has its advantages and would really help the air cargo supply chain at Schiphol to improve in quality and be able to attract more business. Further growth of air cargo volumes can be handled easily by this process improvement. The role for Schiphol is to be the process manager of innovations and implementations in the air cargo supply chain at Schiphol. Where Schiphol mainly should focus at in the complex system: Interoperability of the E-link system with systems at the several actors; Protection of core values of companies involved in implementation; Security and quality of information; Better naming and framing of E-link advantages; Transparency at both operational and managerial level, respectively clear protocols and insight in individual actor costs and benefits; Increase of ACN-card adoption. Because of the economic situation a good timing is necessary to find enough commitment for investment, it is realised that the economic situations has left its scars in the air cargo supply chain. Furthermore, the building of relationships is a long and hard process, but it is important for the success of innovation implementation in the air cargo supply chain at Schiphol. Further research should be focussed mainly at solving the unsolved issues with information sharing, like the multiple check-ins, the employee education and motivation and the increase of the ACN-card adoption.","air cargo supply chain; Schiphol","en","master thesis","","","","","","","Campus only","2014-03-28","Technology, Policy and Management","Systems Engineering","","","",""
"uuid:103b7b16-d266-4698-98ab-f04a982138be","http://resolver.tudelft.nl/uuid:103b7b16-d266-4698-98ab-f04a982138be","Towards a Metropolitan Governance in the Schiphol Airport Region? The issues and opportunities from a stakeholder perspective","Fain, E.A.","De Bruijn, J.A. (mentor); Van Bueren, E.M. (mentor); Kroesen, M. (mentor); Van Wijk, M. (mentor)","2014","","governance; Schiphol; city region; Amsterdam Metropolitan Area; stakeholder perspectives; Q-methodology; policy analysis","en","master thesis","","","","","","","","","Technology, Policy and Management","Systems Engineering, Policy Analysis and Management","","Section of Policy, Organisation, Law and Gaming","",""
"uuid:c2a6c813-3aed-40ea-9cf4-d91c50868ef5","http://resolver.tudelft.nl/uuid:c2a6c813-3aed-40ea-9cf4-d91c50868ef5","From vertical to horizontal collaboration in the air cargo sector","Ankersmit, S.","Tavasszy, L.A. (mentor); Rezaei, J. (mentor); Seck, M.D. (mentor); Radstaak, B. (mentor); Audenaerdt, R.J.M. (mentor)","2013","Transport collaboration has been applied in many different industries both on vertical and horizontal level; to improve transport performance and reduce transport costs. In the air cargo industry currently limited transport collaboration exists both on horizontal and vertical level for inner airport transport of freight forwarding companies. High growth rates and healthy operating margins had limited the need for extensive collaboration in the past. However due to changing dynamics of air cargo transport use and type of shipments that are transported at major established airport in Western Europe, like Schiphol airport, there is an increased focus on cost reductions and improved transport performance. Therefore horizontal transport collaboration could be applied to improve the transport performance and costs for air cargo freight forwarders active at major airports. This research has tried to reveal the potential and main challenges of applying horizontal transport collaboration at Schiphol airport for air cargo shipments. This research has combined both qualitative and qualitative methods to support the potential of horizontal transport collaboration within a large air cargo system, by combining analyses on different major cargo airports with both a case study simulation model and system analysis on specific shipment collaboration at Schiphol as a whole. The results of this study indicate that for many freight forwarding companies, supporting horizontal transport collaboration could significantly improve transport costs and performance. However in order realize the potential benefits of horizontal transport collaboration; companies will have to transport shipments on regular basis that are suitable for transport collaboration. Also forwarding companies will have to be much more flexible and adaptive, regarding the use of different types of transport and the way shipments are collected/delivered, in order to make horizontal transport successful based on costs and performance. With the expected lower growth rates of air cargo and more dynamic transport of air cargo shipments with lower operating margins at major established airports in Western Europe, horizontal transport collaboration is also expected to be effective approach for coming decades. Given the existing overcapacity at most air cargo handlers at different airports and the reluctance of air cargo handlers to invest in more automated systems, due to uncertainty about air cargo growth. Besides this supporting horizontal transport collaboration can also improve the relationships with air cargo handlers, forwarders and transport companies, which can make part of the air cargo transport more stable and effective. It can give the air cargo handler and forwarder the ability to offer different transport concepts to their customers. However to truly realize the full potential of horizontal transport collaboration, the use of horizontal transport has to be frequently assessed and improved, due to changing shipment dynamics of the involved companies. Next to this the remaining single company transport use should also be adapted as well on regular basis, in order to improve the transport costs and performance of the complete transport system. Not all forwarding companies active at a major airport, will be willing or able to support either horizontal or vertical transport collaboration, therefore it is advised to assess the possibility for all air cargo handlers individually, at major airports, to apply segmentation on transport collaboration. This segmentation should be assessed regarding potential and the ability of companies to collaborate within a specific transport flow, between the warehouses of two or more companies. This means that both forwarders and air cargo handlers should support vertical and horizontal transport collaboration when it results in; higher benefits for their own organization, for the other involved stakeholders and all companies are able to effectively support the intended collaboration.","horizontal collaboration; airport logistics; Schiphol; forwarder; air cargo; air cargo handling; transport preformance","en","master thesis","","","","","","","","2013-07-30","Technology, Policy and Management","Transport & Logistics","","System Engineering Policy Analysis and Management","",""
"uuid:c7810dee-3af4-459a-aa45-a384e6e8aa76","http://resolver.tudelft.nl/uuid:c7810dee-3af4-459a-aa45-a384e6e8aa76","Passenger prognoses of AMS: Improving accuracy of the forecasts on the arrival process of local departing passengers in Departure Hall 3 of Amsterdam Schiphol Airport","Been, W.J.A.","Hoogendoorn, S.P. (mentor); Van Lint, J.W.C. (mentor); Annema, J.A. (mentor); Ter Horst, T. (mentor)","2013","Amsterdam Airport Schiphol, (“AAS”), owned by the Schiphol Group (“SG”), plays a key part in the hugely competitive airline industry. One of the primary goals of the Schiphol Group is to provide high service at a low cost. In recent years, Schiphol and the Dutch Government are cutting the relevant budgets with a view to make substantial savings in specific areas, for example, the Security and Border Control Departments. In achieving this goal there is a fine balance to be met. High quality Security and Border Control, (under the control of The Royal Dutch Marechaussee (“KMar”), is crucial for the successful operation of AAS. With this in mind Schiphol Group and the Government should be cautious in making savings as a decrease in service level would be detrimental to the successful operation of AAS. A sound example of ‘high service/low-cost’ improvements could be achieved through more efficient scheduling of staff, namely utilising less staff but still providing a sufficient service level for local departing passengers. Staff scheduling is dependent on the travel behaviour of passengers, more specifically when passengers arrive at Schiphol from landside. The travel behaviour among those millions of local departing passengers is quite diverse. Many passengers arrive hours before departure time when check-in desks are not open for servicing, while other passengers arrive at the last-minute when the check-in desks are closing. Consequently, coping with this ebbing and flowing process by scheduling staff is extremely difficult. Fortunately, AAS runs a model which provides valuable prognoses to achieve an accurate picture of the number of passengers that arrive per time interval, these prognoses are used by the different stakeholders. The Passenger Services Department (“PS”) at Schiphol estimates the number of passengers entering different processes, for example the number passengers arriving at Passport Control. This prognoses, (up to four months), is available for stakeholders to analyse. The ‘operational model’ and the data it has provided has proven its worth but Schiphol could make improvements with regard to the model and its prognoses. The greatest problem is that simple observations measure different passenger numbers than originally forecasted by the model, so prognoses are inaccurate. Security and the KMar make use of the prognoses to calculate and schedule staff, so that a sufficient amount of manpower to service passengers is available. With this in mind overestimations of the forecast model results in high service and a higher cost base than necessary. Conversely, underestimations result in queues, lower cost and a decreasing level of service. Currently Security and Passport Control is decentralized and staff of Security and Passport Control can be moved to another Security or Passport Control area to deal with rising queues in a particular area. Prognoses are important but will be more crucial when the OneXS Project is finished. This new megaproject is about centralizing all Security and Passport Control filters. One location where all passengers are screened, together with their baggage, and have to show their passport at the same location, would certainly be more efficient but on the other hand scheduling would become far more important because exchanging staff between filters would not be possible. Accurate prognoses are needed here more than ever. When Schiphol identifies the causes of inaccuracies of the prognoses and solves these problems, sooner or later more accurate prognoses become available. Altogether by improving the accuracy of the forecast model, Schiphol, Security and the Royal Dutch Marechaussee can provide a higher service at a lower cost. This research seeks to address the following main question: How accurate are the current local departing passenger prognoses, what are the main causes for inaccurate passenger prognoses and which improvements on arrival distributions and accuracy measurement for the passenger forecast model can be made? Methodology This Master Thesis has been organised in the following way; It begins describing the forecast and passenger process, it will then go on to an analyses of the stakeholders involved and end with an assessment on the suitability of the current operational model. Then the methodology of measuring passengers and mathematical measurements to calculate accuracy will be discussed. The systems for measuring passengers, the data and the locations of the measurement have been validated. The most important part is presenting the current accuracy; it will then go onto the causes of inaccurate prognoses and look at adjustments that could be made to increase accuracy. Finally, this thesis contains a conclusion and recommendation. To run the model and create prognoses, two elements are essential: a flight schedule and an arrival distribution of local departing passengers. The flight schedule contains information on all flights, the crucial data being the date, departure time, carrier, destination and predicted number of passengers on that flight. An arrival distribution model simplifies the stochastic travel behaviour of local departing passengers. To put it differently, a distribution indicates how many minutes before departure time passengers are entering Departure Hall 3, for example, 20% of passengers arrive between one hour and 75 minutes before departure time. The flight schedule provides information about the departure time and number of passengers on a flight, therefore the model can calculate for example 25 passengers arriving between 19:15 and 19:30. Once the data numbers of all flights are combined, a prognoses per day is available. For instance this would show 200 passengers arriving between 12:15 and 12:30 and 240 passengers between 12:30 and 12:45. The actual counted number of passengers shall differ from the prognoses, for example the forecasted number of passengers may be incorrect. The inaccurate prognoses are an incentive for this research to take place. Until now a carrier has a single arrival distribution of all its passengers, describing the arrival process (travel behaviour) of all local departing passengers of that carrier. This is a simplification because every flight has different characteristics, like departure time, composition of people, and so on. Should Schiphol Group take into account more factors, like departure time, then the model would contain more distributions and for this reason would lead to a more accurate prognoses. Schiphol Group didn’t have any data on actual passenger numbers per time interval or information on the arrival time of local departing passengers in Departure Hall 3. From a research perspective two measurements were necessary, the first one is to measuring the passenger numbers over time arriving at Passport Control. This Master Thesis focusses on Departure Hall 3, the check-in hall of most inter-continental carriers. The best location to measure passenger numbers is the small corridor passengers have to pass before arriving at Passport Control. Different measurements were examined and compared and finally two different measurements were installed, an optical infrared sensor from Ximes and a video camera sensor from Scarabee. Both systems record a passenger walking to Passport Control when the passenger passes the sensor. The second measurement should be able to measure the arrival time of a passenger and identify the flight the passenger will board. This proved too difficult to measure, but fortunately it turned out that baggage data, (95% of the passengers bring baggage with them), is an excellent predictor. Given these points it was possible to study arrival distribution and had a further advantage of displaying that required data already lay in the hands of Schiphol. When the actual passenger numbers are known it is possible to measure accuracy. There are many mathematical accuracy measurements that all differ in quality and have their pro’s and con’s regarding the data set. The mathematical formulas were examined and tested on a set of criteria. In summary the Mean Absolute Error (“MAE”), the Mean Squared Error (“MSE”) and the Good/Wrong method scored excellent on some criteria and are used for accuracy analyses in this study. Measuring accuracy is impossible without the actual passenger numbers. Passenger numbers can be measured in different ways but two techniques were the best suited for the desired objective: optical infrared sensors by Ximes and video sensors by Scarabee. Both measurements ran for three weeks in January and during this period both measurements and the location were validated. The optical infrared sensors by Ximes were, contrary to expectations, inaccurate, (deviation of ±18%), and a worse predictor of the actual number of passenger, (R2=0.66). The video sensor by Scarabee was more accurate, (deviation of ±7%), the deviation was stable and the data was a very good predictor, (R2=0.96). The updated video sensor is extremely accurate with only a small deviation, (±2.5%), and the data from this measure an excellent predictor of the actual number of passengers, (R2=0.985). Most of the people passing the sensors were intended to be measured, only a small proportion of the measured people were not heading to Passport Control. Results The most important stakeholders in this case are, Security, KMar, Floor Management, carriers and passengers. These stakeholders view the goal of Schiphol to provide high passenger service for low cost and improve the prognoses, very favourably. The current operational model and its prognoses turned out not to be as suitable as it could be, other kind of models could be more useful for other parties. This research evaluates and improves the current prognoses, the two measurements were crucial to identify causes of inaccuracies and to calculate accuracy and passenger numbers. 5,000 to 10,000 passengers arrive at Passport Control in Departure Hall 3 daily. That is a figure of almost 100 passengers per 15 minutes. The MAE is 30 passengers per 15 minutes on average. It is important to realize that 30 extra passengers per 15 minutes can’t be handled by the scheduled amount of workforce of the KMar, so queues will occur sporadically. Not to mention if 30 passengers less are observed, then KMar wastes money, (indirectly the Government), by having too large a workforce. Further, the Mean Squared Error indicated that one-third of the prognoses have major outliers compared to the counted number of passenger, it is here money is wasted or passengers have to wait before being serviced , resulting in low passenger service. Less than 20% of the passenger numbers per 15 minutes are forecasted right. This study has found different causes of inaccurate prognoses: Generally all arrival distributions are inaccurate, passengers arrive 45 minutes earlier, (on average), in Departure Hall 3 and subsequently arrive earlier than expected at Passport Control. The accuracy of the prognoses is decreased dramatically by passengers walking to Passport Control in Departure Hall 2, while these passengers were expected to stay in Departure Hall 3 and walk to the Passport Control in this hall. As a result the staff of KMar are outnumbered in Hall 3 and Passport Control in Hall 2 is under-staffed. The accuracy of prognoses send 1 month before is the same as the prognoses send 4 months before, no improvement over time is seen. When the prognoses are sent to the different stakeholders and Passenger Service cannot therefore make modifications, the accuracy improves but it is not known when the improvement starts, probably in the last couple of days. The main reason is flights are cancelled and added last-minute, nearly 10%, (normally 2% ), of the January flights in the original schedule were cancelled and only a small part of these cancelled flights are compensated by added flights. One of the more significant findings to emerge from this study is that the forecasted number of passengers on a plane deviates enormously from the actual number of passengers. To point out, the difference between actual and forecasted passenger numbers is large, (on average +-20%), and therefore is expected to have a major impact on the accuracy of the prognoses of one month advanced readings. The actual passenger behaviour and thus the passenger numbers per time interval are very stochastic and for this reason there will always be a difference between the forecasted and the actual number of passengers. By using the actual flight schedule as input for the prognoses, many causes were eliminated and still the accuracy increased slightly. This study has taught something important: there is some room for improvement but the effect is still limited and therefore inaccurate prognoses are unavoidable. The PS Department of Schiphol can easily change the arrival distributions of local departing passengers, when the distributions are incorrect and they are so. New findings indicate passengers arrive earlier in the Departure Hall than originally predicted by the current distributions, an average difference of 45 minutes is significant. Another conclusion is a single distribution per carrier is insufficient because different factors are influencing the arrival time of local departing passengers, and consequently the arrival distributions as well. Only three factors can easily be adapted to the model: type of flight (continental/inter-continental), time of the day and carriers. Research found significant differences in the arrival distributions of carriers. The kind of flight is important as well, for example people tend to arrive earlier when going to an inter-continental destination. Departure time is also important. In the evening and morning people tend to arrive late, while in the afternoon people show up earlier. By taking into account these three factors, the MAE and the MSE of prognoses, (based on new distributions), is significantly lower. It can be concluded that the new distributions improve the accuracy. Financially, the savings are limited but easily achievable, so therefore it should be implemented. The savings and the importance of accurate prognoses will become higher when all Security and Passport Control areas are centralized, (OneXS Project). The inaccuracy is mostly caused by the stochastic passenger behaviour, when most causes of inaccuracies are eliminated (using the realized flight scheduling) and the new distributions are implemented, then the accuracy only slightly improves and no extra improvements can be expected. The main conclusion is, the accuracy of the prognoses is lacking and only a slight improvement in accuracy is possible. The new video sensor of Scarabee is very useful for Schiphol to measure passenger numbers continuously, as a result, it is possible to achieve the slight improvements and opens doors for other studies (e.g. capacity or video-based tracking). Recommendation This Master Thesis has thrown up many questions and suggests several courses of actions. In the first place the ‘Passenger Services’ Department should replace the old data on distributions by the new distributions, which is a simple procedure. In addition Schiphol Group should request carriers in Departure Hall 3 to direct passengers to Passport Control in the correct hall and not to other halls. Schiphol can improve the distributions by taking into account more factors, the data is not directly available to Schiphol, so it’s important to convince carriers to share data. In this case SG can assess the effect of these factors and the effect on the accuracy of the prognoses, when these factors are included in the model. Carriers demand high passenger service and low cost from SG but are not contributing to these demands as much as they could do. For this reason carriers must be open and transparent by sharing data of flights, passengers, and so on. Another approach to improve the accuracy is tailoring the distributions to the passenger numbers. Then distributions will be varied to fit the prognoses , i.e. the actual number of passengers. SG should install permanent measurements to attain data continuously and track accuracy. Studying the dataset obtained by these measurements could improve the accuracy and include more factors in the model than it has now. The Scarabee measurement is very useful and gives SG the opportunity to measure other characteristics of passenger flow, like density, walking speed, etc. At the same time further investigation and experimentation into the instalment of a measurement is recommended. Multiple sensors throughout Schiphol are necessary and but more in depth than the pilot of this Thesis. When real-time data is available and the measurement is very accurate (the data from the new video sensor by Scarabee for example), then it is recommended to adjust the prognoses based on real-time passenger numbers. The current operation model is not capable to account for real-time data. In addition, and more importantly, the stakeholders have functional and technical demands on information pertaining to the process of local departing passengers. Other models, better suited to the demands of the stakeholders, could consider coming-up with a new model. Improved prognoses will lead to a higher service and hopefully lower cost and it would be beneficial to inform the KMar and Security about the possible improvements. Both stakeholders base the amount of workforce on the prognoses, so improved prognoses will improve the quality of scheduling. Next it would be more beneficial if both parties would turn the new insights into real concrete actions, for example Security should be more flexible in staffing due to the stochastic arrival process of local departing passengers. The margin of error of the prognoses is decreased, so Security and KMar have more certainty in scheduling staff and can decrease their margin of error in scheduling staff, thus leading to a lower cost of service.","prognoses; passengers; forecasts; Schiphol","en","master thesis","","","","","","","","2013-05-14","Civil Engineering and Geosciences","Transport & Planning","","TIL","",""
"uuid:b8eeb193-8b53-4c86-9fa2-6da37b860f0c","http://resolver.tudelft.nl/uuid:b8eeb193-8b53-4c86-9fa2-6da37b860f0c","NOT JUST GREEN: Developing a sustainable elevated GRT system infrastructure for airports","Huijberts, J.P.","Van de Geer, S.G. (mentor); Silvester, S. (mentor)","2013","Big and growing airports, like Schiphol, have many facilities, like hotels and parking lots, that need to be connected to each other and the airport terminal. A good approach for this, would be the use of electrically driven, driverless vehicles, called Automated People Movers (APM). An application of this, a so called Group Rapid Transit (GRT) system, has already been developed by the Dutch company 2getthere. However, for the specific use of such a system on airports, only the GRT vehicles are not sufficient. Use on airports asks for an infrastructure above ground level, to be combined with the existing buildings. Further, such an infrastructure should be sustainable, to make the GRT system fit in the future plans of airports. Therefore, this master’s graduation project is about the development of such an elevated infrastructure. In order to design this, the following question is being answered: What should a sustainable elevated system infrastructure for 2getthere’s GRT system at airports look like? An important part of this master’s project thesis, is the analysis. First, the different relevant aspects of ‘sustainability’ have been investigated. This resulted in the conclusion that sustainability does not only include the aspect of ‘planet’, but that also ‘people’ and ‘profit’ (in this case, mainly the profit of the airports) are of major importance for a sustainable design. Second, the principles and applications of APMs have been summarized. At the moment, there are only a few examples of (big, metro-like) APM systems. However, in many situations, a somewhat smaller APM system is more appropriate. GRT systems with their theoretical capacity of 10,800 passengers per hour are a good solutions for many of the transport demands at airports. Next to this good fit in terms of capacity, APMs have many sustainable aspects, that distinguish them from conventional public transport systems. The to-be-designed infrastructure needs to emphasize this. Thirdly, analysis of different aspects of airports led to the conclusion that GRT systems are the best suitable APMs for airports. GRTs can mainly be applied to connect different buildings and facilities, instead of being applied in buildings. As an example, a proposal for a spatial design for Schiphol is included. Further, the important aspects of designing an infrastructure have been explored. As the infrastructure has to be elevated, different bridging systems have been scrutinized. One of the conclusions was that the infrastructure has to be as light as possible, with as little foundation as possible and it has to be prefabricated. In short, the conclusions are that steel is better suitable than concrete for the construction. This all contributes largely to the sustainability of the infrastructure. Importantly, the road surface can be involved in generating energy. These four analysis chapters result in the vision that the elevated GRT infrastructure design should be as ‘minimal’ as possible. This is reflected in the design statement: The GRT system infrastructure should be like a culm of bamboo. The design vision was elaborated in a list of criteria. Then, this design vision and knowledge from the analysis phase are translated into ideas, focusing on the main structure of the infrastructure and its sustainability. These ideas are combined in the two principle solutions ‘less is more’ and ‘green corridor’. These two concepts are merged into the final design, that consists of a trail made of pultruded glass fiber reinforced plastic profiles, carried by a steel construction that serves as guide rail at the same time. The trail is placed on steel pillars, 4.5 m above ground level and is accompanied by an evacuation path. The entire route of the infrastructure can be constructed from 20 m long modules. Also, the design contains standardized curve, split and slope sections. Since the wheels of a GRT use only a narrow part of the track, there is room for solar panels in the middle, to gain energy for the vehicles. The final part of the report consists of evaluations. The design is first evaluated based on the list of criteria in general and on sustainability in particular. In an evaluation with an expert from Schiphol, the design was reviewed as a promising product, that could be successfully exploited by 2getthere. The evaluation results in a list of recommendations followed by a personal evaluation.","GRT; elevated infrastructure; airport; Schiphol; sustainable","en","master thesis","","","","","","","Campus only","2014-04-02","Industrial Design Engineering","Design Engineering","","Master of Science Integrated Product Design","",""
"uuid:9e96c70b-cfad-4a7d-8f38-d6c85111a565","http://resolver.tudelft.nl/uuid:9e96c70b-cfad-4a7d-8f38-d6c85111a565","Arrivals 2020: A vision and concept for the KLM arrival process at Schiphol in 2020","Hulsebosch, M.","Santema, S.C. (mentor); Mooij, S.C. (mentor)","2013","Arrivals is for many airports and airlines quite an underdeveloped area compared to the other processes during a passenger’s journey at the airport. This also counts for in the current arrival process of KLM passengers at Schiphol Airport. Therefore the aim of this project was to develop a vision for arrivals in 2020, design concepts and create a strategic roadmap in which all the projects that needed to reach this vision have been balanced. Different methods have been used to develop the vision. Throughout the project observations were made of the arrival process at different times during the day. I accompanied the operational staff during their shifts and had discussions with managers of various departments (baggage, marketing, procurement, product development etc.). Besides a literature study an internal and external analysis and a questionnaire were carried out to map the current situation. All this served as input for more extensive consumer research with premium passengers. The method contextmapping was used for this research to gain deeper insights into the future needs of this target group. All the research led to the following vision of the passenger in the arrival process of 2020: “The passenger wants to be connected, in control and timely supplied with relevant information in a seamless arrival process.” The current arrival process has some bottlenecks which prevent the (premium) passenger from having a seamless experience. These are the three most important bottlenecks in relation to the final concepts and strategy (others can be found in the chapter Goals): Queues at the KMAR (royal military police) during peak moments (no premium lane available) Inaccurate information on the baggage status at the screen near the baggage belt Long (unnecessary) wait for delayed baggage The first concept is My Journey, a communication channel that will send a push notification to the passenger in case his baggage has not arrived at Schiphol yet. Via this notification the passenger is led to a prefilled SSPIR (Self Service Property Irregularity Report). By checking and filing this report the baggage tracer system will immediately have the information on where to forward the delayed baggage. The added value of My Journey is that by means of timely communication the passenger saves time and remains in control over the process. The key resources and activities to realize My Journey are to make the data on baggage and passenger compatible in order to be able to generate an update and SSPIR. The communication channel can be an integrated ‘My Journey’ component in the KLM application. This component will provide flight details as it does nowadays and will be able to send the push notification by using the personal information captured in this application. For future upscaling other channels are worth considering to be able to reach all passengers. So not only the ones with the KLM application. The second concept is Hand Baggage Fast Lane, a bypass from non Schengen to the off airport area, dedicated to premium passengers who frequently travel with hand baggage only. This concept is less evolved as My Journey, but worth considering regarding the renovations of Schiphol during CSNS (Central Security Non Schengen). The fast lane will offer the premium passenger an efficient process and a desired premium product for arrivals. A suggestion for the location was at the ticket office in departure hall 2, because here a premium entrance to the gate area was also suggested. A combined fast lane for departures and arrivals will add more value to the entire journey of the premium passenger. The transformation to a seamless arrival process in which the passenger is connected, in control and timely supplied with relevant information needs to be supported by existing and new projects. In the very short term the second bottleneck can already be dealt with by improving the usage of the fibag labag button (first bag, last bag on the belt) in the baggage basement, because the inaccurate pressing of this button affects the baggage status and so the information for the passengers. Training or just a sticker with a reminder might be solutions The projects KLM Hub Control and Agent of the Future will support the implementation of My Journey. Both projects are aimed at empowering the agents to become mobile agents. KLM Hub Control will provide an overview of the real time status of the passengers, KLM touchpoints and filters in the operation. This initiative for the application is focused on departures and transfer, but in light of this new vision, arrivals will need to be incorporated as well. Agent of the Future also investigates other tools to empower the agent, in order to be able to offer an experience of highest efficiency to the passenger. By empowering agents and passengers they are able to act quickly and efficiently during small (one delayed suitcase) or severe disruptions. My Journey will be a project with a lot of possibilities for expansion. Two possibilities concerning the arrival process are elaborated further. The first possibility would be the communication of changed transfer information by means of a push notification and a new boarding pass for the next flight. In case this flight is on the next day, hotel vouchers will be included in this message. Second possibility, a tailor made advice for the transportation after the flight, completely tuned according to the next destination and chosen means of transport. Such a message could be pushed stand-alone as soon as the passenger lands or be retrievable in the My Journey component of the KLM application. The baggage and transfer updates will improve the service recovery process of KLM, by making it pro active and problem solving in one stop. A tailor made transport advice could become a competitive advantage and a reason for business to choose KLM or to remain loyal. Finally, for arrival services this vision will mean that the agents in the baggage hall will transform to mobile agents with an all-round knowledge and all-round skills. The current arrival service desk will gradually disappear out of the baggage hall. It is recommended to accomplish this via intermediate stages, in which the desks are equipped with self service kiosks and agents with mobile devices.","arrivals; Schiphol","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Product Innovation Management","","Master of Science Strategic Product Design","",""
"uuid:feb5ee45-e4ac-400a-a764-3028d29db925","http://resolver.tudelft.nl/uuid:feb5ee45-e4ac-400a-a764-3028d29db925","Boarding 2016","Vincent, R.","Santema, S.C. (mentor); Gattol, V. (mentor); Lievegoed, B.J. (mentor)","2013","Design of a boarding vision, process and implementation roadmap for KLM at Schiphol airport, after implementation of central security non-Schengen.","boarding; KLM; Schiphol","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","PIM (Product Innovation Management) MCR (Marketing and Consumer Research)","","SPD","",""
"uuid:4952330e-236e-46e0-bdda-28e8634eb3ea","http://resolver.tudelft.nl/uuid:4952330e-236e-46e0-bdda-28e8634eb3ea","Development of a Framework and Service Design for Off-Terminal Check-In and Baggage Drop-off Services for Amsterdam Airport Schiphol","Noordzij, C.","Verbraeck, A. (mentor); Oey, M.A. (mentor); Ottjes, J.A. (mentor); Van der Lee, R.M. (mentor)","2012","Problem description Schiphol is experiencing a growth in the amount of passengers travelling via the airport. In 2011, 50,9 million passenger made use of Schiphol airport. In 2025 this is expected to be 70 million passengers. This will become a terminal capacity problem for Schiphol. Not only in the long term capacity problems exist, but already in peak hours the full capacity demand cannot be delivered. At the same time Schiphol research has indicated, that departing passengers want to be relieved from stress and baggage hassle in an early phase of their journey towards Schiphol. Combining both the need for terminal capacity pressure relief and the need for an increased quality of the passengers ground travel process to Schiphol, Schiphol has chosen to research the possibilities for implementing remote check-in (CI) and baggage drop-off (BD) processes at off-terminal locations. Therefore the objective of this research is: To develop a framework, that can decide on remote check-in & baggage drop-off location suitability and can state location design choices that have to be made, in order to make a remote check-in & baggage drop-off location service design, from which an estimation of potential quality increase and potential terminal capacity relief can be extracted. Furthermore, the service design should satisfy security legislation, be financially feasible and should take future developments into account. Approach An extensive literature study has been done on remote CI and BD, in order to formulate 4 success criteria. These criteria are derived from theory and practical experiences. Recent and past literature on remote CI and BD, literature on transportation services and customer needs, and literature on check in and baggage drop-off functionality are combined with documented practical Schiphol remote CI and BD experiences. These success criteria with associated requirements were then used to develop the framework. This framework consists of three parts. The first part estimates location feasibility according to five steps, the second part states location design choices that are needed for the service design and from the third part a functional process design is used for detailed remote CI and BD service design. Then this framework is applied to 4 potential remote CI and BD services. From the application of the framework a detailed location design is extracted. Success criteria four criteria for the success of remote CI and BD design are stated. Passenger usage, airline industry cooperation and support, check-in and baggage drop-off functionality and availability of space. Passenger usage is related to the quality of use, the quantity of use and the service cost. The airline industry cooperation and support is related to requirements several stakeholders have, before participating in a remote CI and BD service. CI and BD functionality is related to all the functional requirements that must be fulfilled to facilitate CI and BD . Finally, the availability of space is related to the crucial types of space that are needed for a remote CI and BD service. Conclusion With the application of the framework, it became clear that the WestCord Fashion Hotel is the most feasible location for remote CI and BD, if common use can be applied. The main reason for this is, that the estimated quality gain, due to the lack of a direct public transportation connection to the airport is expected to be large. Due to this large quality gain, passengers are more likely to be willing to pay for the service. And if passengers are more willing to pay for the service, the chance of a closing business case is largest. A closing business case is needed for the participation of all relevant stakeholders needed for setting-up a remote CI and BD service. The train service was estimated to not have a sufficiently large budget for a remote CI and BD service. A service for all potential long term parkers at P3 is found unfeasible, due to the lack of the estimated passenger’s unwillingness to pay for the service. This is caused by the insufficient quality increase that is expected. The Home pick-up service can be feasible only if mobile CI and BD devices can be connected to an airlines Departure Control System and passenger and baggage transport are offered to the passenger.","Schiphol; remote check-in; remote baggage drop-off; airport","en","master thesis","","","","","","","","","Delft University of Technology","Transport, Infrastructure and Logistics","","TIL","",""
"uuid:24d523b1-4df6-4089-a4d9-beb05e9249c6","http://resolver.tudelft.nl/uuid:24d523b1-4df6-4089-a4d9-beb05e9249c6","Now Boarding for 2025: Groups in Control","Weterings, P.B.","Santema, S.C. (mentor); Roscam Abbing, E. (mentor); Lievegoed, B.J. (mentor)","2012","This master thesis considers the queuing issues at the KLM Departures area at Amsterdam Schiphol airport in order to improve passenger comfort and journey efficiency. The Author puts forward that not resource capacity, but rather passenger flow area use can often be considered the cause of queue forming and over-crowding. Also, that in particular groups of passengers can perform a very disruptive role. Based on the KLM Passenger Services vision surrounding ‘placing the passenger in control’ a new vision for groups is put forward, including a toolbox for future product development. Finally several concepts are provided to further highlight the vision.","design; KLM; Schiphol; airport; departures; flow; passengers; queue; group dynamics","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Product Innovation Management","","","",""
"uuid:cd508d91-8304-4021-ab1d-ce93b9691ee5","http://resolver.tudelft.nl/uuid:cd508d91-8304-4021-ab1d-ce93b9691ee5","Towards reliability and predictability: Probabilistic Maintenance Costs Analysis at Schiphol AMS","Duijndam, L.R.","Vrijling, J.K. (mentor); Verlaan, J.G. (mentor); Vranken, J.L.M. (mentor); Bots, A.W.O. (mentor)","2012","The main research objective of this study is to gain more insight into the uncertainties that are occurring in maintenance projects. A lot of research has already been performed on the subject of budget overruns in large scale new development infrastructure projects, however, information on budget overruns in maintenance projects is lacking. Uncertainties are an important contribution to the cost increase of (infrastructure) projects. During a project unforeseen events are always occurring. This is taken into account by adding an item ‘unforeseen’ to the cost estimate. The actual occurring unforeseen costs can be split up into three categories: unforeseen costs in the execution phase, contractors bid uncertainty and ‘other unforeseen’ due to, amongst others, further specification of the project. It appears that in new-to-build projects the unforeseen in the execution phase (quantified by additional works) can be as high as 25 to 30 percent of the total project costs. In maintenance projects this is a lot lower: a maximum of five percent. This has to do with the repetitive character of maintenance works, the often limited project size, the possibility for detailed inspections and the fact that the works often take place in already stirred ground. Though, maintenance projects are characterized by a relative large uncertainty between the initiation phase and the start of the execution. This is because in maintenance projects one never starts with a ‘green-field’ situation. In other words, the initial state is often unclear in the early phase of the project, and this is especially the case for unique, technical complex projects, such as control system projects. Because this report was initiated by the Airfield Maintenance Services (AMS) division of Amsterdam Schiphol Airport, applying the information found on the basis of the main research objective is a second goal of this thesis. It is in the ambition of AMS to be reliable and predictable. Not only when it comes to the management of its assets, but also when the financial performances are concerned. Also within the rest of the organization accurate cost estimates are seen as an important means towards more efficient and effective cost control. This enables them to make better informed decisions. Therefore, the second research objective of this study is to improve the early-phase cost estimation process of maintenance projects and to find out whether probabilistic cost analysis techniques could be of value in this process. The scope of this study is limited to the CAPEX projects; the large renovation projects. The current practice in the cost estimation process at SCHIPHOL GROUP is that every year in the first quartile a business plan for the upcoming five years is made based on the company’s strategic goals. The input for this business plan is the budget estimates that are provided by the maintenance managers of AMS. At this moment uniformity is lacking in these estimates. Moreover, when the estimates are made the scope of the project is often still very unclear. Based on this business plan, after further specification, the project budgets are determined in the fourth quartile. The annual budget for the next year is the project budgets combined. From a comparison between the business plan, the annual budget and the actual expenditures in the projects it appeared that the latter are significantly lower. This can be mainly explained by the fact that throughout the year projects have been removed from the business plan scope. However, a statistical analysis of the projects itself shows that on an average the expenditures were 7% higher (with a standard deviation of 34%) than estimated in the business plan. This can be further specified per project type. Because the project budget estimates were made in a later stage, they are more in line with the actual costs. What also showed from this analysis is that smaller projects show a larger variation in the nominal unforeseen than larger projects. This could indicate that in maintenance projects larger projects can be seen as a cluster of smaller projects with relatively little overlap between them, thus acting as a portfolio where overruns in one part of the project are compensated by underruns in another. The cost estimation process can in first instance be improved by creating uniform estimates in combination with a clear definition of the scope. When, next to this, the costs are booked into the accounting software system in a corresponding manner, a database can be built with very usable information. At first this information can be used to gain insight into the size of the cost items. If needed, it will then be able to make decisions accordingly. Further this can be used as a starting point for new estimates, which will make them more reliable. In the second place it is recommended to do the estimate in a probabilistic manner. This means that the total estimated amount is represented by a probability function with an average value and a standard deviation. With this a probability of exceeding the chosen project budget is introduced. In this way one recognizes the uncertainty of an estimate and this information can be used to determine the budget. There are different methods by which a probabilistic cost estimate can be made. In this thesis it is recommended to do this statistically (with the use of historical data) and not Bayesian. This is related to the issue that it appears to be difficult for cost estimators to estimate extreme values, uncertainties and risks. It should be noted that when historical data is not present, the Bayesian method can be used until enough statistical information is gathered. For the determination of the project and the annual budgets the following is proposed. When the annual budget is applied for one can take the uncertainty of the estimates into consideration. This becomes relatively smaller when the projects are bundled in a portfolio and regarded as a whole. The annual budget can be set to a value equal to the sum of the project cost averages plus a value of k times the standard deviation. Subsequently the projects can be given a budget with a probability of exceedance of 0.5 or even higher. Next to this a contingency fund with a size of the earlier mentioned k times ? can be kept at the management level of AMS. If it seems that the projects will be more expensive than the set budget the project manager can request for extra budget from this contingency fund, but only on the basis of solid argumentation. It should be noted that it is not in everyone’s interest to make the estimates more accurate and transparent. Some stakeholders could benefit from a large budget and more freedom when it comes to the allocation of financial resources. This could lead to strategic behavior. Budget slack is an example of this. This means that one applies for a larger budget to make it easier to reach a target. Also there is the MAIMS (money allocated is money spent) principle, which means that one is inclined to fully spent a given budget, even though this is not always necessary for the originally set scope and quality of the project. By using the in this thesis proposed estimation method and budgeting process, these effects can be diminished, by increasing the transparency and starting off with tighter budgets for the projects. Besides, it is regarded in the best interest of the entire organization when transparency and reliability of the estimates is increased, such that more efficient and effective cost control is possible. Finally, the estimation process of Schiphol AMS can be improved by starting the projects more early. When there is already a preliminary design of a project before the budget is set in the final business plan, a part of the uncertainty in the scope and in the further specification can be reduced. Information of the project organization within SCHIPHOL GROUP and the contractor can serve as valuable information here. This does not necessarily have to cost extra money and time, since a part of the engineering of the project that needs to be done anyway is only moved forward in time. On top of that there is added value in the fact that more reliable estimates can be delivered.","costs; probabilistic; analysis; risk; estimation; estimate; cost; Schiphol; maintenance","en","master thesis","","","","","","","","","Civil Engineering and Geosciences","Structural Engineering","","","",""
"uuid:99b6e083-bc20-4a1c-b971-4a235bad6745","http://resolver.tudelft.nl/uuid:99b6e083-bc20-4a1c-b971-4a235bad6745","Balancing People, Planet and Profit: An Analysis of the Impact of Corporate Responsibility on the Policy and Strategy at Schiphol","Overvoorde, P.J.L.A.","Van Wee, B. (mentor); Hofkamp, L. (mentor); Kroesen, M. (mentor); Cunningham, S. (mentor)","2012","Worldwide, the attention and awareness on Corporate Responsibility (CR) increases in the business and social world. More information is available which encourages society. One of the spear points of society are the CO2 emissions. Mapping these emissions showed that aviation has a 5% share within these emissions of which airports are responsible for again 5%. Society became more aware of CR and together with an increased media attention, the pressure on the business world increased. Society expects that the business-world would not only do something about their CO2 emissions, but to become corporately responsible. CR is more than planet alone. It is about the balance between people, planet and profit. Where for many firms the focus was solely on profit, it was suddenly expected to balance profit in relation to people and planet. Firms rushed into CR without really understanding the concept such as with Schiphol Group, the operator of Amsterdam Airport Schiphol. This rush caused the over-organized and unstructured CR policy that currently exists at Schiphol. Thereby Schiphol applied CR to its business with the wrong motive. CR was implemented for the sake of having it and to avoid negative opinions of not having CR, which caused several problems Schiphol faces today. The first problem is that the CR policy is unstructured and over-organized today. Second, there is no balance between people, planet and profit in decision-making. Third, there is a blurred view on CR reputation and expectations from stakeholders. This research addresses all three problems, so that the main question can be answered by subsequently answering four sub-questions. Main research question: What is the current role (influence) of CR at Schiphol, how can this be improved and what are the potential benefits for the future (in order to become and stay Europe’s preferred airport)? To answer the first sub-question, a comparison between the scientific CR literature and the practice at Schiphol is made to identify similarities and differences between those two. The definition of CR is broadly the same, except that the Schiphol definition lacks elements as ‘in line with business strategy’ and ‘people, planet and profit’. Combining theory and practice, CR is in this research defined as: Integrating a balance between people, planet and profit fully in a company’s strategy and operations based on intrinsic motivation in order to create value for its stakeholders and itself, today and in the future. The theory at Schiphol shows that nowadays the knowledge about what should be the right motive for CR is present, but in practice the motive for Schiphol is still mainly to maintain support for its position. Because of its big contribution to society Schiphol has the obligation to be corporately responsible. This mix between self-interest and social obligation is good, but the focus is now more on damage control than on optimizing benefits. Scientific theory showed that the right motives for CR are mostly of strategic self-interest: to gain a competitive advantage or grasp financial benefits. When firms are coerced into CR or are doing it for the good cause, CR is far less efficient and effective. Both society and firms are better off when firms use CR strategically than when they are coerced into making such investments. With strategic use as a motive, the implementation process is more efficient and has less resistance. Therefore it is recommended that Schiphol should change its current CR strategy by integrating the CR strategy within its business strategy. Scientific theory showed that strong inspirational leadership, open communication to all stakeholders, an integrated CR and business strategy and projects that balance PPP are essential success elements of this change. Afterwards the intended benefits such as financial profit, increased reputation, employee welfare and in the end a competitive advantage can be reached. There is confusion today due to the from origin profit-based focus and the insufficient existence of the important elements to change the mindset. At the same time this are the opportunities for tomorrow. The seeds to realize a change in mindset are already seeded with examples as the CR Ambassadors, Guerillas and theGrounds. They enlarge the awareness on CR, but it costs time to turn these seeds into a flourishing plant. The answer to the second sub-question focusses on the analysis of the current perspectives that are present at Schiphol with Q-methodology. This is important knowledge in order to increase the chance on successful implementation and raise the shared acceptance for the new required CR policy. The Q-methodology studies the subjectivity of individuals on a certain issue, here CR, by ranking statements from mostly agree to mostly disagree according to a given distribution. The statements are based on the scientific literature and interviews with various people at Schiphol. The respondents with different functions, age, gender and CR involvedness ranked the statements from a ‘me as a Schiphol employee’ perspective. After a factor analysis and varimax rotation, four perspectives were identified: the communicative believer, the strategic changer, the balanced profiteer and the numerical collaborator. The communicative believer consists of relatively many managers and states that “CR is a thing for believers” and “something you have to believe in as an organization, it is a mindset”. Having this mindset, being corporate responsible and being transparent and complete in communication on CR towards stakeholders are a competitive advantage to realize future growth for Schiphol. The strategic changer perspective represents a relative large share of directors and has a more strategic view on CR. Currently Schiphol is capable enough to realize a successful CR strategy but “without profit, there is no airport and no opportunity to give the profit back to people and planet”, while “CR is the reason to exist today and for the long-term future”. However, to get there a strategic change in the right direction is necessary to actually make CR a success. The balanced profiteer represents the old profit-based culture and is more preserved and internally focused. They recognize CR, but profit first, which together with strong leadership and an internal focus on an improved interwoven CR strategy characterize this perspective. The numerical collaborator focusses on collaboration with stakeholders and addresses a sectorial approach. They stand for a good numerical foundation with a no-nonsense Calvinistic approach to deal with CR: “meten is weten”. “CR is part of our life nowadays and given the social function of Schiphol, we should contribute to CR”. “But in the end it is still business and we have to have something left”. The statements which are mostly agreed upon are: 1) strong leadership/management agreement from the top is required in order to successfully implement CR at Schiphol, 2) CR strategy should be in line with Schiphol’s business strategy, 3) CR strategy plays an important role in the license to grow, 4) in order to successfully implement CR and ensure consistency, all levels in the organization should apply and integrate CR, 5) CR gains a competitive advantage. Most disagreed statements are 1) Schiphol should stop with CR, 2) I see CR as something unwanted; an extra effort with no results, 3) Transfer passengers choose Schiphol for its CR reputation, 4) current CR organization and strategy is sufficient, 5) CR related guidelines for decisions-making forms are not needed. These perspectives lead to consensus on 1) Schiphol should continue with CR, 2) the inclusion of stakeholders is important to define the strategy which 3) should be implemented on all levels in the organization to ensure consistency and 4) guidelines for decision-making forms are needed, which is further analyzed by designing a new framework for the decision-making process. But more important are the statements on which there is disagreement: 1) people, planet and profit are equally important for Schiphol, 2) CR will make Schiphol Europe’s preferred airport, 3) decisions on investments always need a positive business case, 4) Image is more important than people and planet, 5) Schiphol should take control and stimulate other stakeholders in a sectorial approach for CR and 6) CR activities should always be strategic and contribute to the competitive advantage of the firm. Hence there are four perspectives present at Schiphol, it can be concluded that the overall view on CR is quite positive with shared and consensus statements. But these different perspectives are present in different levels of the organization, which are a cause of the sabotage of the current strategy. Also there is indeed a difference between saying and doing at Schiphol: the perspectives show the well awareness on the theory but also that change is wanted and required because current actions and policy are lacking. The consensus and mostly agreed statements are highly accepted in the organization and it is recommended to directly implement those as far as possible. Awareness on the existence of the disagreement is necessary and is an opportunity to smoothen the implementation of the CR strategy. Given the conclusions on the Q-methodology results, the following recommendations and implications are relevant for Schiphol: 1) Create a clear, consistent definition on CR which contains the right terminology. 2) Focus on expansion and growth (license to grow) instead of staying in business (license to operate). 3) Create more understanding and insight in the CR-benefits and the contribution to a competitive advantage. For instance by workshops, improved communication and quantification of the CR-benefits. 4) Integrate and align the CR strategy with the business strategy. So no separated CR strategy. Activities and projects should be aligned to this strategy to optimize their contribution. 5) Create incentives and inspiration from the top by showing commitment to and the importance of CR for Schiphol. This improves the implementation of the CR policy as well as the external and internal exposure. This implicates that the CEO is responsible for the CR performance which should also be linked to the salaries and bonuses of managers. 6) Communicate the existence of different perspectives throughout the whole organization by workshops for instance. 7) A positive business case of projects in investments-decisions is not always required. 8) Schiphol should take a wait-and-see role in the sectorial approach to address CR. The answer to the third sub-question is ‘The Balanced Framework’. This framework is designed to create more awareness in the organization on balancing people, planet and profit in the decision-making process. The goal was to create a framework to make a balanced and general valuation of people, planet and profit in decisions whether or not to invest in projects based on the existing process. It is important to incorporate people and planet within the profit measurement systems, to raise efficiency but even more to show the contribution of people and planet to profit. The literature review of scorecards, investment tools and other frameworks was input and inspiration for ‘The Balanced Framework’. Negative aspects were avoided and the positive aspects of those frameworks were taken into account. Based on these, the main requirements were transparency, simplicity, flexibility and accessibility. The framework is transparent by giving more insight in the valuation of a decision and helps to set the balance between PPP, but not too much by still distinguishing the scale and weighting phase. It is simple in use and can be accessed directly; currently the framework is applied to the pilot-project Lounge 2. Furthermore, the framework is able to incorporate lessons learned during use and can be adjusted towards user preferences. The biggest change compared to the current decision-making process is that a project is split up in three components: people, planet and profit. The first phase of the decision-making process is scaling PPP. Relevant aspects per P for a project need to be selected from a list of roughly 15 indicators with corresponding units, which is a selection of Schiphol’s 17 CR themes and others sources such as the Global Reporting Initiative (GRI) for Airport Operators. This list of aspects and indicators is mutually exclusive and commonly exhaustive. The contribution of the selected aspects through the project is calculated, after which the impact on strategic objectives of Schiphol for each aspect is determined. This process of scaling towards strategic objectives enforces that all aspects are on the same scale, interpretable by the IC and so that projects are better in line with the business strategy. The scores are filled in on the decision-form after which it is checked by the controllers and submitted to the Investment Committee (IC). The weighting of the aspects by the IC is the second phase of the decision-making process. First the aspects per P are reduced to five, if this not already the case. Second, a sum of 100% will be divided between the 3 P’s. Thereafter this ascribed percentage is divided between the aspects per P. This division is dependent on the current balance between PPP that is determined by the IC and the CR strategy. In a pro CR case: people, planet and profit are equally important for Schiphol, so each gets 33.3%. But more in line with the current situation due to the old habits and current financial crisis, a division of 25% people, 25% planet and 50% profit is more plausible. The percentages and the strategic impact scores are multiplied with each other, so that the highest score represents the recommended project based on strategic impact. This advice is not binding, but stimulates discussion on the go or no go of a project and gives an indication of the effects of people, planet and profit aspects of a project on the strategic objectives of Schiphol by plotting projects on PPP axis to validate the choice-behavior of the IC. The framework is verified with Schiphol employees and the literature on decision-making processes. The validation with a pilot-project Lounge 2 is still in progress, the relevant aspects per P are selected and currently calculated, but the first feedback was merely positive. Essential first step in the road ahead is to let experts define the value ranges of percentages per aspect to transform these to the strategic impact score. Then the framework will be general applicable. Afterwards the framework can be used and will increase the awareness on the balance between people, planet and profit in the decision-making. This will stimulate the CR culture within Schiphol and give ‘hand and feet’ to the forthcoming business strategy which incorporates CR. In the answer to the fourth sub-question, the value of a CR reputation for an airport among transfer passengers at Schiphol is determined. A conjoint analysis with a stated-choice model based on a multinomial logit (MNL) framework suit the use to determine the willingness to pay for and utility of having a CR reputation. The CR reputation is important since it is affects the business performance of a firm. Furthermore, the negative impact or damage of a CR reputation is bigger than the possible positive impact. The transfer passengers are an important stakeholder in the business performance for Schiphol since they account for 40% of the total amount of passengers. A survey among transfer passengers was conducted, whereby they were asked to choose between different airports of transfer (alternatives) on a fictitious flight. The aspect with the most influence on this choice was the transfer time (41%) followed by ticket price (32%), airport quality (18%) and CR reputation (9%). Although the CR reputation is the least important aspect in this experiment, it still accounts for 9% in the decision for transfer passengers, which is if realized a huge increase in passenger amounts given the competitive aviation industry. The utility is only positive when the airport has an excellent CR reputation. Having a poor or average reputation has a negative utility and will not have much influence on the decision by transfer passengers. Furthermore, having an excellent CR reputation is worth 55.29 per passenger compared with an average reputation. So transfer passengers are willing to pay 55.29 extra for an excellent CR reputation. So, for Schiphol it is worthwhile to excel on CR reputation. Based on this experiment with transfer passengers, the CR reputation plays a role in the decisions with 9% and having an excellent reputation is rewarded with 55.29. Given this knowledge, Schiphol should continue to invest in activities and projects that affect the CR reputation in a positive way to obtain an excellent CR reputation. Focus hereby on experience and communication. Make the CR-initiatives, specifically planet related, more tangible and visible to let the passenger really experience CR. Participate in national and international CR or sustainability rankings and use top-rankings for communication. Communicate more transparent and complete towards all stakeholders. Furthermore, conduct further research on the value of a CR reputation among other stakeholders and how the willingness to pay of ±55 can be obtained after an excellent CR reputation is obtained in collaboration with the airlines via airport fees or with the shop-retailers via higher rent or premium prices for products. To conclude, this confirms the theory that a CR reputation pays off and that the investment will be rewarded. Overall, this research provided an overview of the current state of CR at Schiphol. There are four different perspectives, but in the end they represent a positive view on CR. It also showed that a change is required to acquire the benefits of CR, which there certainly are. Hereby, more inspiration and commitment from the top is an important first step to stimulate and activate the belief in CR. It is known on which issues there is disagreement, which should be communicated throughout the organization to increase the awareness on existence. This will unite Schiphol on the CR issues and will incorporate CR in the culture on the long-term. Thereby ‘The Balanced Framework’ that is designed in this research is an excellent tool to support this required change. It increases the awareness on the importance of having a balance between people, planet and profit in decision-making process by making a more conscious decision at all levels in the organization. Investments are required today, to benefit in the future from a competitive advantage. After all, having an excellent CR reputation will pay off.","corporate responsibility; Schiphol; q-methodology; decision-making; policy; choice-experiment","en","master thesis","","","","","","","","2012-05-02","Technology, Policy and Management","Transport and Logistics","","Systems Engineering Policy Analysis Management","",""
"uuid:0ab333f5-8f48-4bad-8819-c0bf7b980262","http://resolver.tudelft.nl/uuid:0ab333f5-8f48-4bad-8819-c0bf7b980262","Innovation of the runway system maintenance strategy at Amsterdam Airport Schiphol using the Value Operations Methodology","Bennebroek, B.J.J.","Van der Zwan, F. (mentor); Curran, R. (mentor); Stoop, J. (mentor); Kamminga, F. (mentor); Emsbroek, G. (mentor)","2012","The main goal of this research is to create and analyse a series of alternative runway system maintenance strategies for Amsterdam Airport Schiphol. For the analysis, a trade-off framework is built to determine whether these alternatives are an improvement over the current strategy. This framework thus assists the decision making process regarding the runway system maintenance strategy. In the trade-off not only the goals of the airport operator are considered, but the interests of all relevant stakeholders are taken into account. The trade-off framework is founded on the concept of 'value' and the philosophy of 'value-focused thinking'. To make this concept and the framework operational, the Value Operations Methodology (VOM) is chosen as the central methodology in this research. While the general approach of the VOM is well defined in literature, several steps in the methodology lacked a sound theoretical foundation. By thoroughly analysing each step, a number of improvements to the VOM are proposed in this research.","VOM; Value Operations Methodology; value engineering; value-driven design; value; value-focused thinking; decision making; airport; runway; runway maintenance; maintenance strategy; Schiphol; Airside Value Model","en","master thesis","","","","","","","","","Aerospace Engineering","Aerospace Design, Integration & Operations","","Air Transport and Operations","",""
"uuid:17ab0240-8229-4879-98f2-29f021370670","http://resolver.tudelft.nl/uuid:17ab0240-8229-4879-98f2-29f021370670","The Green Terminal","Breeuwer, J.","Keyson, D.V. (mentor); Brand, S.C.M. (mentor); Manders, C. (mentor)","2012","In the near future, Amsterdam Airport Schiphol possibly wants to open a terminal that will take care of the airport handling process in a sustainable, innovative and user-friendly way. Moreover, the passengers and employees should be made aware, in a pleasant way, of the sustainable nature of the airport handling process of this terminal. The main research question for this graduation project is: “How can an airport handling process become more sustainable; and how can passengers experience these sustainable improvements in a positive way, as a part of their activity? This project has resulted in a mixture of sustainable concepts, which are applied in a fictive terminal design. Every concept that is applied in this ‘green terminal’ building is sustainable, user-friendly and can be experienced by the passengers. Most concepts are focussed on energy efficiency, health & wellbeing and sustainable water consumption. All concepts contribute to a comfortable and healthy terminal concept.","terminal; theGROUNDS; Schiphol; sustainable; experience; green; airport","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Industrial Design","","Master of Science Integrated Product Design","",""
"uuid:47c4cf68-5cda-4f0b-935d-2b65b75f1c2c","http://resolver.tudelft.nl/uuid:47c4cf68-5cda-4f0b-935d-2b65b75f1c2c","The Schiphol Experience: Building a seamless travel experience through Information and Interaction","Gehem, S.D.","Santema, S.C. (mentor); Van Mourik, F. (mentor); Hen, C. (mentor)","2011","In an increasingly competitive climate, it has become more and more important for airports to look at ways to improve the passenger experience. This is especially applicable for Amsterdam Airport Schiphol, since it has the explicit ambition to become Europe’s preferred airport for passengers. In line with this reasoning, this study looked at how a seamless travel experience can be created for passengers by applying meaningful ‘Information and Interaction’ (I&I) from now until 2020. Information and interaction is all about relevance. Understanding the specific situation of a passenger is crucial to delivering meaningful information. The findings of the internal research indicate that (too) many information sources are at hand for the passenger. The large amount of information can create confusion and often does not reach the passenger. The passenger interaction can be improved as well, by creating dialogues instead of the current static communication streams, e.g. information displays, wayfinding. Different methods have been used to research the context of this graduation assignment. The literature study suggests to take a customer-centric focus, using a holistic ‘Customer Journey’ approach. Therefore, a passenger journey cycle was mapped out, identifying a series of touchpoints with the potential for improvement. By improving the flow through these touchpoints, an optimal experience can be established. This journey approach was applied for two customer segments; the generation Einstein and senior travelers. The generation Einstein passenger is a young passenger, being confident and traveling independently. A senior traveler is older, often asks for more support and searches for reassurance and comfort. The development of personalized and pro-active information services answers the needs of these passenger segments and will improve their travel experience in terms of journey transparency, comfort, freedom and flexibility. The findings of the external analysis indicate that the clever use of technology, such as applying navigation or augmented reality, offers many opportunities for future I&I. Location-based services and tracking-and-tracing of personal behavior and belongings will alleviate current I&I issues. As for mobile technology, there is no question that it increasingly transforms the travel experience. A mobile phone becoming standard accessory, passengers use it for receiving instant information and to connect to their social network. Anticipating this, future I&I will need to be offered real-time, always and everywhere available and, ideally, controlled by the crowd. The insights from the analysis have been used to formulate the following design vision on future seamless traveling: ""The always-connected traveler will expect and demand information and services that simplify the planning, booking and overall airport experience. The physical and digital noise will be kept as low as possible, reducing the amount of impulses and enabling for the I&I to personally address the passenger. Passengers have an evolving set of requirements and expectations from the I&I, asking for the highest possible quality standards. Together with the instant delivery of meaningful solutions, this will build a seamless passenger experience."" The design vision is used as starting point for the idea generation phase, which resulted in a set of 43 idea cards. On the basis of these idea cards, a concept principle is developed, explaining the underlying theoretical framework. At the center is the development of an integrated content management system, the so-called ‘Information Hub’. The idea is that this hub will serve as a gathering point for all potentially interesting information. From there, information will be filtered according personal preferences and distributed to the passenger according to each channel’s specifications. Co-makers, such as Schiphol Group, airlines, passengers and the NS, could be involved to jointly build the hub as an open source platform. The I&I coming from the Information Hub will reach the passenger either via personal devices or via facilities and services offered at AAS. One of the advantages of the information hub is that it offers opportunities to personalize I&I based on many variables, such as a passenger’s travel history, characteristics or even future travel plans. The hub can deliver information based on the passenger’s location, personal preferences and provides I&I that is relevant for the passenger’s particular context. Therefore it is important that the I&I will be delivered real-time and is kept up-to-date. Furthermore it includes room for social interaction and provides DIY-components. The idea is to create I&I that will be understandable for each passenger, always and everywhere accessible. 15 action points have been suggested for Schiphol Group to implement on various levels of the concept (see graduation report). Moreover, two scenarios are developed, introducing a series of possible touchpoints with generation Einstein and senior passengers. The concept has been evaluated with passengers and company experts. With 58 of the 62 design criteria being achieved, the concept evaluation confirms that this concept improves the current I&I, and indeed builds towards a more seamless travel experience for the generation Einstein and senior travelers. At the same time it fits the Schiphol Group company structure. Based on this evaluation, it is recommended to continue this project by assessing the feasibility on multiple levels, i.e. performing pilot tests and business cases. This will further clarify the feasibility of the concept and can assess the success rate. Additional recommendations, a conclusion and project reflection conclude this study.","Customer Experience Management; Information and Interaction Design; Schiphol; Generation Einstein; Seniors; Passenger Journey","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Product Innovation Management","","Master of Science Strategic Product Design","",""
"uuid:59de3a59-a686-4599-b23a-214301b3fb08","http://resolver.tudelft.nl/uuid:59de3a59-a686-4599-b23a-214301b3fb08","Schiphol Interchange Station","Van Kersbergen, D.J.","Cuperus, Y.J. (mentor); Heinzelmann, F. (mentor); Turrin, M. (mentor)","2011","The Schiphol Interchange Station is part of a masterplan developed for the Haarlemmerliede area near Haarlem, the Netherlands. The masterplan is based on the ‘Randstad 2040’ vision from the government that foresees an expansion of Haarlem towards the east. Transit oriented development has been chosen as the main driver for the masterplan. By connecting Schiphol airport by train to the future Schiphol airport at sea, new transport possibilities arise in which the Haarlemmerliede area will act as a transport/transfer hub in the transport network of the Randstad and the Netherlands as a whole. The masterplan is filled with office and commercial related developments. The SIC (Schiphol Interchange Station) facilitates the entrance from the highway into the masterplan and the connection of the two sides of the masterplan. The SIC is an interchange station from the train to the car and vice versa. The architectural layout and design of the building is based on the flows of transport on the site and in the building. It is directly derived from the best integration of the different flows of transport such as cars, trains and people. The functions are placed along these flows to create interesting, open spaces. The building and building skin are parametrically designed and developed based on the traffic flows and a following Building Technology research.","train station; Schiphol; Amsterdam; Haarlem; parametric; free form; traffic flows; highway; public transport","en","master thesis","","","","","","","","2012-01-27","Architecture","Architecture","","Architectural Engineering","",""
"uuid:9168a500-8a24-409f-b90d-8767244b465a","http://resolver.tudelft.nl/uuid:9168a500-8a24-409f-b90d-8767244b465a","The economic and environmental potential of electric cars within the Amsterdam Airport Corridor","Nobel, N.C.X.","Annema, J.A. (mentor); Marchau, V.A.W.J. (mentor); Lukszo, Z. (mentor)","2011","Electric cars currently receive much attention. Schiphol Group considers the uptake of electric cars an interesting solution to decrease transport related emissions around the airport. This research considers four different passenger transport services within the Amsterdam Airport Corridor. To assess the economic and environmental potential of electric cars, their performance is compared with diesel cars when used for these transport services. The NPV is used to assess economic potential. Emission rates of CO2, NOx and PM10 are used to assess environmental performance. Scenarios were used to indicate the impact of uncertain factors on the potential and possible risks of investments. It turns out that the use of electric cars can be financially sound if large mileages per car and per fleet can be realized. Highest environmental gains can be achieved when electricity generation is sustainable. Schiphol Group is advised to start a small scale project with electric taxis between the airport and business centers in the airport region. A small project limits the investment risks but enables the increase of knowledge and cooperation with relevant parties. Technological and financial developments related to sustainable mobility in general and electric mobility in particular should be followed to continuously assess the potential of transport alternatives. Successful technologies can be used for other modalities and traffic flows as well.","Electric car; Economic potential; Environmental potential; Amsterdam Airport Corridor; Schiphol","en","master thesis","","","","","","","","","Technology, Policy and Management","Infrastructure Systems & Services","","Transport and Logistics","",""
"uuid:9a94b76b-d18a-4536-aebd-22225a4962bd","http://resolver.tudelft.nl/uuid:9a94b76b-d18a-4536-aebd-22225a4962bd","Innovation of the Schiphol Departure Hall Based on the Passenger Experience","Blekxtoon, F.J.","Santema, S.C. (mentor); Roscam Abbing, E. (mentor); Van Scherpenzeel, M. (mentor)","2010","Amsterdam Airport Schiphol (AAS) is the fifth largest airport in Europe. For all passengers departing from AAS, part of their journey takes place in the Schiphol departure hall. The assignment for this graduation project is the design of a new concept for Schiphol Departures 1 for 2020, based on the passenger‘s experience, leading to a higher quality perception of passengers. This should lead to the positioning of Schiphol as Europe’s preferred airport.","passenger experience; service design; Schiphol; departure hall; departure process","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Product Innovation Management","","Master Strategic Product Design","",""
"uuid:0ec19b34-c26e-4fc3-866d-9adc05ee9653","http://resolver.tudelft.nl/uuid:0ec19b34-c26e-4fc3-866d-9adc05ee9653","Dynamic Branding for Airlines at Amsterdam Airport Schiphol","Muller, E.J.","Secomandi, F. (mentor); Banga, I. (mentor); Snelders, H.M.J.J. (mentor)","2010","For Amsterdam Airport Schiphol (AAS) to become preferred airport in Europe, Schiphol Group constantly invests in innovation. Dynamic Branding, the topic of this graduation project, is one such innovation. It entails the exploration of means for airlines to identify themselves in a common-use check-in area in 2015. Common-use check-in implies that passengers can check-in with every airline at any of the (self-service) facilities within the confined area. The reason why common-use is appealing is that it can solve the current capacity shortage due to more efficient use of the space and facilities. This graduation project consists of multiple phases, all through which the focus lies on the check-in (process/facilities). Each phase will be shortly described in the following paragraphs. During the analysis phase of this project, the roles of the many stakeholders at AAS are analyzed. The passenger plays a leading role, and their experience is influenced by factors such as waiting time, reliability of the process, ambiance, etc. The quality of the passenger’s experience is thus reliant on the service offered by the airlines, the airport and the handlers. The airlines provide the principal service of airline travel, which includes the (pre)departure processes. The airlines contract one of the various handler companies at AAS to carry out these processes, such as check-in, boarding and baggage handling. AAS facilitates the departure process through their infrastructure, facilities and extensive information system. During the Idea Generation phase, a design goal is set up. Additionally, to get inspired and to strategically launch the idea of common-use check-in, a creative session is organized with people from Schiphol Group. While generating the first ideas, it became clear that branding is inherently linked to the process. In addition, most branding and communication means in the departure halls have been added over time; some temporary solutions have even turned into permanent ones. So, in order to come up with a strong Dynamic Branding concept, a process for 2015 has to be developed. Based on a largely self-service process, several concept elements are put forward, such as overview, reassurance and flexible demarcation of the common-use area. The first step towards common-use is to cluster on the level of the alliances. The concept focuses on (restructuring) the different levels of information that direct the passenger through the check-in process. Starting in the areas leading up to the departure hall, wayfinding is enhanced by depicting the airline and alliance branding. In the departure hall itself, shields are placed at each self-service drop-off point (SSDOP). They communicate the common-use clusters (the alliances) and the member airlines departing within 5 hours. Additionally, the class of service (i.e. economy or first class) of the facility is communicated. According to the demand, each facility can be separately allocated to an alliance cluster, accounting for the dynamic character of the concept. Also, it is possible to use the shields of unallocated SSDOP’s for additional branding, such as See Buy Fly advertising. Concurrently, the shields also create a personal space at the SSDOP’s. This personal space makes it possible to target the applicable airline branding and process information at the passenger, through the designed interface of the SSDOP display. Additionally, the passenger can acquire reassurance by consulting the ID posts, found at multiple locations throughout the terminal. The ID posts are information points, including wayfinding, airline and commercial information, to help reassure passengers at certain decisions points throughout the departure process. The information content of the posts is dependent on their location. For instance, at the ‘entrance’ of the bay areas, the posts provide the passengers with a quick, ‘at a glance’ overview of their progress towards their final goal of getting on the right plane. The Dynamic Branding concept helps create ground for the common-use model among the airlines (alliances), to defer a large investment otherwise needed to increase the capacity (Departures 0). Most properties can be revised as to fit a specific check-in area and the branding accordingly.","Airline; Branding; Schiphol","en","master thesis","","","","","","","Campus only","","Industrial Design Engineering","Design for Interaction","","","",""
"uuid:e12b3dba-2069-4e3a-9db9-ef95dd41f905","http://resolver.tudelft.nl/uuid:e12b3dba-2069-4e3a-9db9-ef95dd41f905","Schiphol AirportCity","Veerman, M.T.","Koopman, F. (mentor); Verhoef, L. (mentor); Hermkens, N. (mentor); Schaafsma, M. (mentor)","2004","De belangrijkste opgave voor deze afstudeeropdracht was het zoeken naar een oplossing om Terminal 1 en 2 (1 gebouw) klaar te maken voor de toekomst. Een groei naar 80 miljoen reizigers binnen de bestaande terminals is voor Schiphol zeer wenselijk. Mijn oplossing voor deze opgave richtte zich met name op het onderscheiden van stromen mensen en, waar mogelijk, het combineren van stromen. Daarnaast moest de bestaande terminal aangepast worden om de stromen te huisvesten. Met name het combineren van stromen bleek een oplossing te bieden voor de groei-problematiek binnen de bestaande terminal. Het Schengen verdrag lag aan de basis van de oplossing. Schiphol kent 5 stromen: Vertrek Schengen, Vertrek Niet-Schengen, Aankomst Schengen, Aankomst Niet-Schengen, Publiek. Binnen de AirportCity wordt de publieke stroom van steeds groter belang. Voor publiek biedt de AirportCity een dagje uit, wat voor de luchthaven een belangrijke bron van inkomsten vormt. Nu kent terminal 1/2 een Verticale Schengen / Niet-Schengen-scheiding. Technisch gezien is in Nederland de publieke stroom ook Schengen. Mijn voorstel was om de publieke- en Schengenstromen te combineren, en een horizontale Schengen/Niet-Schengen scheiding in de terminal aan te brengen. Hierdoor kan de eerste verdieping (vertrek) ook voor publiek toegankelijk worden gemaakt, wat in wezen een uitbreiding van Schiphol Plaza betekent. Hiermee was gelijk de belangrijkste architectonische opgave gedefinieerd: hoe kan Schiphol Plaza over twee verdiepingen functioneren, en hoe is het verloop van de verschillende stromen binnen de terminal zo soepel mogelijk. Een nieuw as, in het verlengde van de D-pier, centraal gelegen in de terminal vormt de nieuwe verbinding tussen de verschillende verdiepingen. Overzicht, licht en het technische uiterlijk van de ingreep dragen bij aan het karakter van de luchthaven, de AirportCity.","Restauratie; Renovatie; Schiphol; Amsterdam; Luchthaven; AirportCity; Schengen","nl","master thesis","","","","","","","","","Architecture","","","","",""
"uuid:73250045-a13e-4e44-9c2b-03319e5e70f8","http://resolver.tudelft.nl/uuid:73250045-a13e-4e44-9c2b-03319e5e70f8","De ontwikkeling en doorrekening van een parkeerterrein binnen het toekomstige Schipholterrein","Van Remoortere, C.J.G.","Sanders, F.M. (mentor); Verbraeck, A. (mentor); De Boer, E. (mentor); Van Eck, P. (mentor)","2000","Schiphol staat binnen Europa op een vierde plaats bij het aantal verwerkte passagiersen vliegbewegingen. Om deze positie in de toekomst te handhaven en tegemoet te komen aan de vervoervraag zijn ontwikkelingsplannen op korte, middellange en lange termijn opgesteld. De plannen op korte en middellange termijn bestaan uit twee soorten plannen. Deze onderscheiden zich in de opzet en verantwoordelijkheid van de betreffende instanties. Het Masterplan 2015 behandelt de uitbreidingen en aanpassingen binnen het luchthaventerrein en is opgesteld door Schiphol. De Planologische Kernbeslissing Schiphol en Omgeving (PKB) omvat de beleidskeuzes van de ruimtelijke inrichting op en rond het luchthaventerrein, de banenstelsels, het substitutievervoer en de bereikbaarheid van de luchthaven. De PKB is uitgewerkt binnen de grenzen van ruimtelijke kwaliteit en milieu, waarbinnen Schiphol zich mag ontwildcelen. Het is opgesteld door de Tweede Kamer. De ontwildielingsplannen op lange termijn hangen samen met het bereiken van de mainportstatus. De overheid en Schiphol hebben gekozen voor het 'uitbreiden op de huidige lokatie'-scenario. Om de inhoud van de plannen te kunnen beoordelen is kennis omtrent de inrichting van luchthavens in het algemeen en van Schiphol in het bijzonder noodzakelijk. De componenten, die raakvlakken hebben met de inrichting zijn in dit licht bestudeerd. Binnen het project is gekozen voor inrichting van een extern terminalterrein binnen het 'uitbreiden op de huidige lokatie'-scenario, omdat uitwerking van het scenario ontbreekt. Het externe terminalterrein ligt binnen het luchthaventerrein en is bedoeld voor verwerking van chartervluchten. Hierbinnen wordt ingezoomd op het toegangsproces via de parkeerterreinen. De reden is dat dit tot één van de belangrijkste processen birmen het luchthaventerrein behoort. Vertragingen ter plaatse van dit proces werken door in het voorgaande proces op de snelweg en in het vervolgproces richting het vliegtuig.","Schiphol; luchthaven; terminal","nl","master thesis","","","","","","","","","Civil Engineering and Geosciences","Transport & Planning","","","",""