Research Plan
Ismahane Ballah 500808161
Internship consultant: Nargis Zamaray
Amsterdam University of Applied Sciences
Internship supervisor: Houdijn Hardenbol
Rotterdam The Hague Airport
March 2022
1
,Abbreviation list
Table 1
AP AviaPartner
CE Customer Experience
ECAC European Civil Aviation Conference
ERAA European Regions Airline Association
ISO International Organization for Standardization
NEB National Enforcement Body
PCE Process Cycle Efficiency
PDCA Plan Do Check Act
PRM Passengers Reduced Mobility
QMS Quality Management System
RTHA Rotterdam The Hague Airport
SMART Specific, Measurable, Achievable, Realistic and Time
TMI The Manufacturing Institute
VOB Voice Of Business
VOC Voice of Customer
VSM Value Stream Map
2
, Table of contents
Abbreviation list ......................................................................................................................................... 2
1. Introduction ...................................................................................................................................... 4
2. Problem statement ............................................................................................................................ 5
3. Research objectives ........................................................................................................................... 7
4. Literature review ............................................................................................................................. 10
4.1. Study on the legislation of PRM .................................................................................................................. 10
4.2. Study on the customer satisfaction for PRM passengers ........................................................................... 10
5. Theoretical framework..................................................................................................................... 12
5.1. Research framework of PRM legislation ............................................................................................. 12
5.2. Research framework of customer satisfaction .................................................................................... 13
5.3. Research framework of continuously improvement ........................................................................... 14
6. Methodology ................................................................................................................................... 15
7. The approach and planning .............................................................................................................. 17
8. Risk analysis .................................................................................................................................... 19
Bibliography ............................................................................................................................................. 20
Appendix I Internship Agreement.............................................................................................................. 22
Appendix II Risk analysis specifications...................................................................................................... 27
3
Ismahane Ballah 500808161
Internship consultant: Nargis Zamaray
Amsterdam University of Applied Sciences
Internship supervisor: Houdijn Hardenbol
Rotterdam The Hague Airport
March 2022
1
,Abbreviation list
Table 1
AP AviaPartner
CE Customer Experience
ECAC European Civil Aviation Conference
ERAA European Regions Airline Association
ISO International Organization for Standardization
NEB National Enforcement Body
PCE Process Cycle Efficiency
PDCA Plan Do Check Act
PRM Passengers Reduced Mobility
QMS Quality Management System
RTHA Rotterdam The Hague Airport
SMART Specific, Measurable, Achievable, Realistic and Time
TMI The Manufacturing Institute
VOB Voice Of Business
VOC Voice of Customer
VSM Value Stream Map
2
, Table of contents
Abbreviation list ......................................................................................................................................... 2
1. Introduction ...................................................................................................................................... 4
2. Problem statement ............................................................................................................................ 5
3. Research objectives ........................................................................................................................... 7
4. Literature review ............................................................................................................................. 10
4.1. Study on the legislation of PRM .................................................................................................................. 10
4.2. Study on the customer satisfaction for PRM passengers ........................................................................... 10
5. Theoretical framework..................................................................................................................... 12
5.1. Research framework of PRM legislation ............................................................................................. 12
5.2. Research framework of customer satisfaction .................................................................................... 13
5.3. Research framework of continuously improvement ........................................................................... 14
6. Methodology ................................................................................................................................... 15
7. The approach and planning .............................................................................................................. 17
8. Risk analysis .................................................................................................................................... 19
Bibliography ............................................................................................................................................. 20
Appendix I Internship Agreement.............................................................................................................. 22
Appendix II Risk analysis specifications...................................................................................................... 27
3
