Business Process Redesign at Amsterdam Airport Schiphol

pax_processDespite the current economic downturn, Amsterdam Airport Schiphol expects that between 2020 and 2025 approximately 70 million people per year will use the Dutch airport. While the terminal complex has expanded tremendously over the past forty years, further options for expansion in the current geographical context are limited. Any solution must therefore fit within the contours of the existing terminal complex. The authors of this paper discuss the redesign program of the passenger process by answering their research question: to what extent does the program increase the efficiency of passenger service processes and the level of perceived service quality?

Co-written with Betty Samola

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