The roster planning process at the Dutch security firm NVD was traditionally carried out by hand. A few years NVD was traditionally carried out by hand. A few years ago, because of changing labor laws in the Netherlands, this became practically impossible. We developed a decision support system...

Rede, in verkorte vorm uitgesproken bij de aanvaardig van het ambt van hoogleraar aan de Faculteit der Bedrijfskunde met als leeropdracht Bedrijfskunde, in het bijzonder Informatie Management

Service organisations still struggle with the adoption of a road to excellence. Evidence exists that processes and systems in service organisations are not always as advanced as in manufacturing organisations. Adding a quality smile to the face of the service provider will not solve the problems...

Navigational systems assist drivers in finding a route between two locations that is time optimal in theory but seldom in practice due to delaying circumstances the system is unaware of, such as traffic jams. Upon arrival at the destination the service of the system ends and the driver is forced...