- What is likely to have led to increased trust for the IT organization?
- What might explain an item that is seemingly quite unrelated to IT (costs per kilometer flown) decreased as a result of the new CIO structure?
- What maturity level did KLM appear to exhibit (a) in 2000 and (b) in 2011? Why?
- Why do you think that KLM requires its employees to use a standard business case template when they want to make an investment?
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