منابع مشابه
CRM Excellence at KLM Royal Dutch Airlines
This teaching case 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 a natural moment of reflection on past CRM achievements and future plans. The case allows us to (1) dissect a CRM success story, that contrasts nicely with many of the CRM horror sto...
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• Managing the quality of the customer interaction is no small task. The bank is one of the first financial services institutions (FSIs) that committed itself to a CRM strategy that would give equal emphasis to service and sales. For Royal Bank this means providing customer contact personnel with the information that allows for appropriate decision making. In this case, the bank seeks to ensure...
متن کاملRPC performance at KLM/BELLE
The RPC detectors in the KL-muon (KLM) subsystem of the Belle detector and their performance are described in this paper. The Belle RPCs are built using glass electrodes. This system has operated stably with very high detection efficiency and low dark current since June 1, 1999. r 2003 Elsevier Science B.V. All rights reserved. PACS: 29.40.Cs; 07.05.Hd
متن کاملHuman Factors Advances at Continental Airlines
In Phase IV of the human factors program, two distinct projects have been undertaken. The continuing involvement with Continental Airlines and SUNY at Buffalo on workcard design has now produced a portable computer-based system. This combines the successful improvements to the paper-based workcard (Phase III) with the advantages of a hypertext system allowing multi-level access to documentation...
متن کاملMeasuring Compliance During Aircraft (Component) Redeliveries at KLM Engineering & Maintenance
Aircraft and aircraft components are redelivered to the next operator or owner during the phase-out process. During this process the operator is required by law and contract requirements to show compliance with maintenance procedures. At KLM E&M the phase-out documentation process is under increasing scrutiny as the number of aircraft phase-outs is assumed to rise in the coming years. The compl...
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ژورنال
عنوان ژورنال: Communications of the Association for Information Systems
سال: 2005
ISSN: 1529-3181
DOI: 10.17705/1cais.01627