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Pande, T. (author)
‘How can front-line staff and their leaders be motivated intrinsically/ extrinsically to steer a behavioural change that facilitates empathic customer understanding among front-line staff and creates meaningful interactions with customers?’ – this is the underlying question behind the work done towards this report. By leveraging digital tools,...
master thesis 2016
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Mogendorff, W.A. (author)
This thesis involves a case-study of aircraft engine combustor maintenance at KLM E&M, which has been used as a basis to develop a discrete event simulation model that allows TAT to be measured, and the effects of changes to the main process value drivers to be successfully tested. The main research question this research sought to answer is:...
master thesis 2016
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Lemmen, M.L. (author)
Probably all readers can relate to the following story: after an exhausting flight, you finally end up on your destination. However, instead of immediately starting your holiday or business trip, you first have to wait before leaving the plane, wait at customs and wait in the toilet queue before finally reaching the last stop: the baggage...
master thesis 2016
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Oorsprong, P. (author)
The aviation industry is known for its rapid growth, and fierce competitiveness. To keep up to the competition, Amsterdam Airport Schiphol (AAS) needs to extend its infrastructure, resulting in the development of the new A-Pier. The development of the new A-Pier provides an opportunity to KLM to implement improvements in apron design. Safety is...
master thesis 2016
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De Kok, E.A.E. (author)
The design and implementation of an ‘easy-to-use’ and ‘passenger- and staff-friendly’ concept to check the dimensions and weight of passenger’s hand luggage at the airport. This concept will improve the seamless flow of the passenger at the airport. The concept will be used by KLM and other airlines stationed at Amsterdam Airport Schiphol.
master thesis 2016
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Kok, L.M. (author)
Kitting as (LEAN) method in handling and supplying material and tools is not used in the aircraft maintenance process of KLM. That was one of the researchers first findings when starting this study for KLM Royal Dutch airlines. Kitting is the gathering of components and parts needed for the manufacture of a particular assembly or product....
master thesis 2015
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Gijzel, J.C.R. (author)
master thesis 2015
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Veeger, S. (author)
PRMs, Passengers with Reduced Mobility are becoming a larger part of KLMs customers. European airlines are by law obliged to offer every passenger the chance to fly, European airports are by law obliged to offer PRMs a hassle free journey, which means in the case of PRMs they offer an assistance service. There are many different kind of mobility...
master thesis 2015
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Jochems, S.P.M. (author)
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...
master thesis 2015
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Vervoort, A.L.H. (author)
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...
master thesis 2015
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Engelshove, L.M. (author)
Despite a large contribution of KLM offering many information channels and services at Amsterdan Airport Schiphol (AAS), travelling often remains a frustrating and unpleasant experience for passengers. Information is targeted to a mass of people, and is not directed to individual passengers. The sheer amount of available information within these...
master thesis 2015
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Nanarjain, J.A. (author)
Exploiting & redefining the KLM Staff Travel Services business model.
master thesis 2015
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Sillekens, P.J.A. (author)
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...
master thesis 2015
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Sillekens, P.J.A. (author)
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...
master thesis 2015
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Tramper, E.M. (author)
High fuel prices and strong competition have put pressure on airlines to reduce costs and become more efficient. For KLM fuel costs were $3.9bn in 2013: 31% of the total expenses. Therefore, focus has been put on fuel efficiency programmes. The pilot in command, the captain, has the final decision about the fuel quantity taken on board of an...
master thesis 2015
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Van der Broek, X.M. (author)
Problem Hand luggage has become increasingly popular over checked baggage. As a result, one in five of KLM’s flights has a hand luggage surplus, where the amount of hand luggage that appears at the gate exceeds the limited stowage capacity of the airplane. The only way to deal with a hand luggage surplus is by gate checking: stowing hand luggage...
master thesis 2015
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De Winter, E.M. (author)
In December 2013, the flag carrier airline of the Netherlands, the Koninklijke Luchtvaart Maatschappij N.V. (KLM) approached the TU Delft with an outline for a graduation project. KLM set out the goal to develop an intuitive crew application for their pilots and cabin attendants to fulfill all their non-operational information needs. Furthermore...
master thesis 2014
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Hooft, R.H.F. (author)
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...
master thesis 2014
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Vermeeren, B. (author)
The KLM Crown lounge is an airline lounge offered to the premium passengers (PAX) of KLM and partners. The current lounge is a one-size-fits all concept fulfilling the basic needs (basic food and beverages assortment, Wifi and comfortable seating) of PAX. Overall lounge rating is declining while the competition has invested recently in their...
master thesis 2013
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Vincent, R. (author)
Design of a boarding vision, process and implementation roadmap for KLM at Schiphol airport, after implementation of central security non-Schengen.
master thesis 2013
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