How KLM gets CRM in the Air – CRM Excellence in Practice.

CRM;

CRM excellence at KLM Royal Dutch Airlines.

This case article tells the story of the rebirth of CRM at KLM Royal Dutch Airlines since 2002 and its successful liftoff during 2003, for which KLM received Gartner’s 2004 CRM Excellence Award. The Award presents itself as a natural moment of reflection on past CRM achievements and future plans. The case works well for generating a multifaceted class discussion on the challenge of making CRM into a business success. More specifically, it allows us to (1) dissect a CRM success story, that contrasts nicely with many of the CRM horror stories of the 1990s, and identify key success factors; (2) focus attention onto the viability of the planned approach KLM uses for implementing CRM; (3) introduce and show the importance of program management as a construct for structurally growing and governing enterprise wide investment in CRM; and (4) help reinforce lessons around CRM and business-ICT alignment.

CRM Excellence at KLM Royal Dutch Airlines

This case article tells the story of the rebirth of CRM at KLM Royal Dutch Airlines since 2002 and its successful liftoff during 2003, for which KLM received Gartner’s 2004 CRM Excellence Award. The Award presents itself as a natural moment of reflection on past CRM achievements and future plans. The case works well for generating a multifaceted class discussion on the challenge of making CRM into a business success. More specifically, it allows us to (1) dissect a CRM success story, that contrasts nicely with many of the CRM horror stories of the 1990s, and identify key success factors; (2) focus attention onto the viability of the planned approach KLM uses for implementing CRM; (3) introduce and show the importance of program management as a construct for structurally growing and governing enterprise wide investment in CRM; and (4) help reinforce lessons around CRM and business-ICT alignment

Business/ICT alignment inzicht.

Alignment;

Extended enterprise architecture with the FADEE.

Business-to-Business integration (B2Bi) is considered to be not merely an IT-issue, but also a business problem. This paper draws attention to the challenges companies within an Extended Enterprise are confronted with when integrating their systems. We primarily pay attention to coordination problems that may arise. To overcome these problems we propose the use of Enterprise Architecture descriptions. We discuss the powers of using Enterprise Architecture descriptions in integration exercises. It will become clear that doing Enterprise Architecture is no longer an option; it is mandatory. Furthermore, we present the FADEE, the Framework for the Architectural Description of the Extended Enterprise. This framework gives an overview of how companies can apply the Zachman framework to do Enterprise Architecture in the realm of the Extended Enterprise.Architecture; Business-to-Business integration; Companies; Coordination; Enterprise architecture; Extended enterprise; Extended enterprise architecture framework; FADEE; Framework; Integration; Problems; Research; Systems;

Self Actualization in Hierarchy of Needs of a Princess as Seen in Meg Cabot\u27s the Princess Diaries

The process of self-actualization and self-esteem, especially self-confidence and self-image of the main character in the novel The Princess Diaries by Meg Cabot. This novel tells about Mia Thermopolis, the freshman student at Albert Einstein High School. Like many other teens, Mia has a problem in self-confidence because of her body posture that she thinks does not meet the standard in general. Mia is often labeled as a freak in her school. Her life problem is getting more complicated when she knows that she is a princess from a small country in Europe. Mia\u27s problem is a picture of teenage problems in general, the lack of self-confidence and the bad self-image. But Mia learns to solve all of her life problems in a mature way and wish that she can reach her self-actualization. In this research, the writer uses descriptive research as the method of collecting the data. As for the method of analyzing the data, the writer uses structural method by understanding the novel, the character of Mia Thermopolis. Data collection technique uses qualitative technique with taking note cards in finding relevant data to the subject of analysis. In data analysis technique, the writer uses technique by interpreting data. The results of this research are: 1) Mia\u27s self-actualization process at the end of the novel only reach the self-esteem phase. Mia is not yet fully reach her self-actualization, she often still being selfish and mostly still being emotional. 2) Mia\u27s self-confidence at the end of the novel is increase, Mia can accept her own self and flaws. 3) Mia\u27s self-image at the end of the novel changed. Mia learns that what is important is not the appearance but the personality inside an individual. As closing, even though this novel looks light where the story is only about teenager\u27s life problem in general, but there are a lot of lessons that can be applied in the daily life. Maybe not every girl can be a princess in one night, but the lessons about how can we be confidence are a lot in this novel

A theoretical exploration of the relationship between outsourcing and business/ict alignment

In this paper we examine the likely impact of two different outsourcing scenarios on business/ICT alignment. We argue that there is a need to put ICT outsourcing in a broader business context and that it has an important impact on how organisations align business and ICT. Based on previous literature we combine several conceptual models on both outsourcing and B/ICT alignment and identify the possible problem areas in each of these scenarios. The goal of this “theoretical exercise”, which is mainly based on argument, is to end the paper with a theoretical proposition which needs to be tested and backed by empirical data. Therefore, this paper should be regarded as the first step in a research process

An ABC-Based Approach for Operational Business-ICT Alignment

This paper focuses on Business-ICT Alignment at the operations level by means of anActivity-Based Costing approach. The Service and Technology Operations are defined as cost drivers forthe Business and Service Activities by using analytical production functions (so-called profiles). It isexplained how Service Level Agreements are the boundary conditions for determining these profiles.Managing the profiles ensures operational Business-ICT Alignment, especially for Capacity Planningand Cost Management and comparative Total Cost of Ownership evaluation purposes. Two Case Studiesillustrate the methodology

Predicting business/ICT alignment with AntMiner+.

In this paper we report on the results of a European survey on business/ICT alignment practices. The goal of this study is to come up with some practical guidelines for managers on how to strive for better alignment of ICT investments with business requirements. Based on Luftman's alignment framework we examine 18 ICT management practices belonging to 6 different competency clusters. We use AntMiner+, a rule induction technique, to create an alignment rule set. The results indicate that B/ICT alignment is a multidimensional goal which can only be obtained through focused investments covering different alignment aspects. The obtained rule set is an interesting mix of both formal engineering and social interaction processes and structures. We discuss the implication of the alignment rules for practitioners.Alignment; Artificial ant systems; Business; Business/ICT alignment; Data; Data mining; Framework; Investment; Investments; Management; Management practices; Managers; Practical guidelines; Processes; Requirements; Rules; Structure; Studies; Systems;