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...

As a country, the United Arab Emirates has developed very rapidly from a developing country with a largely nomadic population, to a modern and wealthy country with a Western lifestyle. This economic progress has brought undoubted social benefits and opportunities for UAE citizens, including a high and increasing life expectancy. However, rapid modernization and urbanization have contributed to ...

The function of a router is to switch arriving packets to their correct output destination. A router is built to achieve a specified capacity (the sum of the rates of its interfaces), and users expect a router to consistently achieve this capacity. However, no commercial high-speed router can guarantee today that it will achieve its full capacity for all arrival traffic patterns. This is due to...