More and more organisations are becoming intrigued by the huge impact of web 2.0 and social software in the personal domain. Just think about Facebook, Myspace, Twitter and the like, which have all but become houshold names. Some organisations have already started to investigate whether web 2.0...

This article elaborates on the setup for Intelligence Led Policing (ILP) in support of ensuring public safety as it presented itself in the Spring of 2007 at the Amsterdam-Amstelland Police Department in the Netherlands. The picture that is painted is the outcome of a qualitative research effort...

Projects are recognized as the building blocks of strategy. Outputs, outcomes, benefits and related concepts have been put forward by the program management community to bridge the gap between strategy and projects. Yet, firstly there appears to be some discordance among authors on the exact...

This case article tells the story of the rebirth of CRM at KLM Royal Dutch Airlines since 2002 and its successful liftoff during 2003, for which KLM received Gartner’s 2004 CRM Excellence Award. The Award presents itself as a natural moment of reflection on past CRM achievements and future...

This article is devoted to the phenomenon of insurance fraud. We start by surveying the various forms of insurance fraud as well as its extent and cost. We proceed to analyse the problem as the product of motivation and opportunity, and address the complexities of fraud control. Finally, we...