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Case Study Schiphol DMO C
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The case study of Schiphol for DMO at Hotelschool The Hague (block C)
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SchipholAmsterdam Airport
By: Kenneth Vijverberg
Tutor: DMO
Block: 2018-2019 C
,Table of Content
Introduction to Schiphol Amsterdam Airport ...................................................................... 3
Input-Transformation-Output ........................................................................................... 5
Order Winners & Qualifiers .............................................................................................. 6
Schiphol’s Business Model ............................................................................................... 6
Schiphol’s position in the value chain ................................................................................ 7
The Four Vs ................................................................................................................... 8
Service operations process type .................................................................................... 8
Performance Objectives .................................................................................................. 9
The airport process ....................................................................................................... 12
Process maps of Schiphol ............................................................................................ 14
Process improvement .................................................................................................... 16
Six sigma ................................................................................................................. 17
Lean ........................................................................................................................ 17
Capacity Management ................................................................................................... 18
Supply chain ................................................................................................................ 19
SWOT Matrix ............................................................................................................... 21
Lay-over and baggage management ............................................................................... 22
2
, Introduction to Schiphol Amsterdam Airport
Schiphol Amsterdam Airport is the main international airport of the Netherlands, located
9 kilometres southwest of Amsterdam, in the municipality of Haarlemmermeer, province
of North Holland. It is the third busiest airport in Europe in terms of passengers. The
airport is built as a single-terminal concept: one large terminal split into three large
departure halls. In 2016, Schiphol was voted as ‘Best European Airport’.
Schiphol is the hub for KLM and its regional affiliate KLM Cityhopper as well as for
Corendon Dutch Airlines, Martinair, Transavia and TUI fly Netherlands. The airport also
serves as a European hub for Delta Air Lines and Jet Airways and as a base for EasyJet
and Vueling.
Schiphol opened on 16 September 1916 as a military airbase. The end of the First World
War also saw the beginning of civilian use of Schiphol Airport and the airport eventually
lost its military role completely. By 1940, Schiphol had four asphalt runways at 45degree
angles. The airport was captured by the German military that same year and renamed
Fliegerhorst Schiphol. The airport was destroyed through bombing but at the end of the
war the airfield was restored quickly. In 1949, it was decided that Schiphol was to
become the primary airport of the Netherlands. The airport's official English name,
Amsterdam Airport Schiphol, reflects the original Dutch word order (Luchthaven
Schiphol).
3
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