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
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? 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?
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