Designing a customer support platform for VodafoneZiggo: Providing the right services to fulfill the customer needs

This project was set up to research, design and test, if and how an integrated customer support platform would fulfill the customer needs. The platform has to support the customer satisfaction by offering updated services and by combining the strengths from both their internet site as well as their existing customer support channels.

DESIGNHUIS: Powerhouse for Transformation

This Master thesis report covers the process of developing a service platform for the facilitation of the creative industry in collaboration with the DesignHu- is, based in Eindhoven. Using input from the community in Eindhoven a po- sitioning statement is made for the DesignHuis and the needs of the Creative community in Eindhoven. Based on the...

Redesigning KLM's Service Regarding Unaccompanied Minors

Unaccompanied Minors Service (UMS) is one of the products offered by the airline Koninklijke Luchtvaart Maatschappij N.V., better known as KLM. This pre-requested service offers an escort to children between the ages of five to fourteen, who travel alone. Children who recieve this service are called Unaccompanied Minors (UM). The current UMS is...

Mobile Cloud Computing and the Mobile Network Operator: A research project towards viable platform business model design

Simultaneous developments in the mobile telecommunications industry and in cloud computing are providing the opportunities for a mobile cloud computing (MCC) paradigm to emerge. While still in its infancy, a paradigm shift is to be expected that will create a mobile cloud ecosystem with new mobile cloud concepts and service offerings that are...

A decision support system for balancing critical design issues in new service development for the TomTom Mapshop service platform

A case study research in which a decision support system is designed for balancing critical design issues that stem from the technology part of a business case.

Business models for service delivery to smart homes in cooperation with Dutch grid operators

Grid operators in the Netherlands are forced by regulations to introduce the smart metering service in the Netherlands. Consumers in the household have a better insight in their energy usage using the smart metering service. There are opportunities for the grid operator to cooperate with other service providers to share costs regarding the...