What is likely to have led to increased trust for the IT organization?
What might explain an item that is seemingly 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? (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?