For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of 'good' companies to 'great' companies to a case study of an under performing service delivery team that developed into an excellent performing service delivery team. The lessons from this study were that most of the drivers behind the performance improvement of this team were in fact 'soft' factors that concerned the human side of the team more than the organizational, procedural or structural measures.
Deze publicatie presenteert de resultaten van het Smartest Connected Cargo Airport Schiphol (SCCAS)-project: een tweejarig onderzoek naar logistieke innovaties die de concurrentiepositie van Schiphol op de luchtvrachtketen versterken. In dit project hebben KLM Cargo, Schiphol Nederland, Cargonaut, TU Delft en Hogeschool van Amsterdam samen met diverse partijen in de luchtvrachtketen nieuwe inzichten ontwikkeld om het afhandelingsproces op Schiphol te stroomlijnen en de productkwaliteit in temperatuurgevoelige ketens zoals bloemen en farma beter te beheersen.In Europa heeft Schiphol een sterke positie: het is de derde vrachtluchthaven na Frankfurt en Parijs. Door de beperking van het aantal beschikbare slots op Schiphol krijgen andere luchthavens zoals Brussel, Luik en Luxemburg de kans om extra lading aan te trekken. Het is daarom de ambitie van Schiphol zich te ontwikkelen tot de Europese voorkeursluchthaven voor logistiek hoogwaardige goederenstromen zoals e-commerce, farmaceutische producten en bloemen, en zich te onderscheiden door een efficiënt en betrouwbaar afhandelingsproces. Om die positie te bereiken zet Schiphol in op vier concrete innovatiedoelstellingen:- verbetering van transparantie in de keten door het delen van informatie;- inzicht in logistieke prestaties op basis van volledige en betrouwbare data over zendingen;- efficiënte en betrouwbare aan- en afvoer van luchtvrachtzendingen (landside pickup & delivery);- procesverbeteringen in de supply chains van temperatuurgevoelige producten.
Research finds that the global market value of cargo bikes will hit 2.4 billion euros by 2031. Analysts with Future Market Insights assessing the growth of cargo bikes have placed the parcel courier industry as a key buyer of electric cargo bikes, forecasting that 43 per cent of sales could go to this industry. This growth is driven by city logistics trends, particularly as studies emerge showing the high efficiency and cost saving of the cargo bike versus the delivery van. It will not solely be direct incentives that drive uptake, however. The policy that restricts motoring and emissions is expected to be a key driver for businesses that seek profitability, with three-wheeled electric cargo bikes making up nearly half the market. The advance of e-bike technology has seen a strong rise in market share for assisted cargo bikes, now accounting for a 73 per cent market share. Potentially limiting the growth is the legislation governing the output and range of electric cargo bikes (FMI, 2021).To deal with the issues of faster delivery, clean delivery (low/zero emission) and less space in dense cities, the light electric freight vehicle (LEFV) can be–and is used more and more as–an innovative solution. The way logistics in urban areas is organized is being challenged, as the global growth of cities leads to more jobs, more businesses and more residents. As a result, companies, workers, residents and visitors demand more goods and produce more waste. More space for logistics activities in and around cities is at odds with the growing need for accommodation for people living and working in cities. Book: Innovations in Transport: Success, Failure and Societal Impacts
In the autumn of 2020, an autonomous and electric delivery robot was deployed on the BUas campus for the distribution of goods. In addition to the actual field test of the robot, we conducted research into various aspects of autonomous delivery robots. In this contribution we discuss the test with the autonomous delivery robot itself, the adjustments we had to make because the campus was very quiet due to COVID-19 and therefore there was less to transport for the robot, and the perception of people. with regard to the delivery robot, on the possible future areas of application and on the learning experiences we have gained in the tests.