SECTION. Systems Engineering 2003

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1 SECTION Systems Engineering 2003

2 ANNUAL REPORT 2003 SECTION SYSTEMS ENGINEERING

3 ACADEMIC PROFILE TABLE OF CONTENTS The Systems Engineering section focuses on the design of effective organizations. The sections research emphasizes on exploring theories and design approaches to improve the quality and efficiency of organizational work through better co-ordination, control, and support of organizational processes and (virtual) work spaces. 1 THE SYSTEMS ENGINEERING GROUP Business Systems Engineering Model building, simulation, and animation Collaboration Engineering A broad application domain Systems on micro, meso, and macro level Interesting and challenging jobs after graduation 9 2 RESEARCH The specialty of the Systems Engineering Group The research profile of the Systems Engineering Group Focus of research on Service Systems Engineering Activities in Past performance of the Systems Engineering Group Brief description of a number of research projects 15 CONTACT INFORMATION Delft University of Technology Faculty of Technology, Policy and Management Section Systems Engineering POSTAL ADDRESS P.O. box GA Delft The Netherlands VISITORS ADDRESS Jaffalaan 5, Delft 3 SYSTEMS ENGINEERING STAFF Overview of December Awards in Background of the staff of the Systems Engineering Group 30 4 EDUCTIONAL ACTIVITIES Courses for full-time and part-time students Graduates in Graduates before SCIENTIFIC OUTPUT Dissertations Scientific publications Vocational publications 65 T + 31 (0) F + 31 (0) E I 3

4 1 THE SYSTEMS ENGINEERING GROUP 1.1 Business Systems Engineering The Systems Engineering Group deals with the analysis, design, use, and control of systems. A system is defined as a coherent whole that contains different actors, objects, and processes of which a number of aspects can be identified such as: 1. people, 2. data, 3. equipment, 4. software, 5. procedures, such as laws, rules and work instructions, 6. materials, 7. energy, 8. physical and/or chemical quantities. The Systems Engineering Group addresses systems in which human and technological aspects dominate, which we call business systems. The focus is on systems that involve public and private business processes within or between public and private organizations. The business systems and the associated business processes are viewed at different levels, ranging from inter-organizational network structures and primary processes to workplaces of individual workers. Both operation and control of the business processes are considered. The research of the Systems Engineering Group contributes to supporting problem owners in engineering their business systems and processes by formulating adequate engineering approaches and developing effective support tools. This is often referred to as business systems engineering. This involves activities that are aimed at improving business systems and processes, including planning, control, and co-ordination processes. Some examples are: luggage handling at an airport, longterm personnel planning for large professional organizations, the (re) organization of a part of a police organization, and the design of a control system of an underground, automated transport system. A system can be divided into subsystems and/or aspect systems by considering a subset of components or a subset of aspects of the system. Such examples are, the human aspects (as in sociology and psychology), the financial aspects (as in economics and accountancy), legal aspects and power structures (as in legal and political sciences), or the information 4 5

5 and communication technology (as in computer science and electrical engineering). Also subdivision by geography (Amsterdam Airport Schiphol, as a subsystem of worldwide aviation-infrastructure), hierarchical position (the air traffic control as the managing part of the air traffic), or by function (freight transport as a subsystem of total air traffic) is possible. The PhD and graduate projects in the Systems Engineering Group are mainly focused on designing control processes and developing (collaborative) re-engineering approaches. Major research clusters within the group include the application of computer simulation (dynamic modeling) and computer-supported collaborative group work to support systems design and systems engineering. In terms of application domains, the group gives special attention to the opportunities for improving processes through new information and communication technologies in service systems, such as logistic and financial systems. In most cases, students are involved in the research projects. Student projects are design-oriented, i.e., the projects aim to go beyond analysis and evaluation to well-grounded designs for improving the (organizational or inter-organizational, public and/or private) system that is studied. 1.2 Model building, simulation, and animation The Systems Engineering research is aimed at providing new methods and techniques, supported by tools, for complex problem solving in business domains with a strong technical component. The process of mapping and later solving a supposed problem needs a structured way of representing complex systems and for that a number of methods and techniques are used. As in many fields of science and technology model building and simulation play a major role in this process. An advantage of using simulation models is that the effect of possible redesign of organizational or industrial processes can be qualitatively and quantitatively evaluated before the actual implementation of changes, which may require expensive investments, and changes of work patterns. Within the current research projects, the emphasis lies on discrete event simulation. Within the Systems Engineering Group, the major research interests over the past few years have been to research the effectiveness of (libraries of) simulation building blocks, to research the possibilities of using simulation from start to finish in the entire engineering process, to look at the possibilities of object oriented simulation, and to interface simulation models with real components and (information) systems. This research has for instance led to innovative libraries for airport and port modeling, to simulation models that can control a real logistic system with automatic vehicles and docks in real-time, and to several decision support systems that use simulation models as one of their core components and that are fed by real data from databases and ERP systems. In the past, the focus has been on using standard and commercially available simulation tools. Most of the tools are able to produce an animation of the systems in addition to the numerical output of the simulation, which can be used in group sessions and for evaluation. More recently, the research also includes the development of new simulation tools, because the commercially available tools are relatively closed and not easy to integrate into a distributed environment with other tools, databases, and enterprise systems. The tools that are being designed and built within the Systems Engineering research program are envisioned to become a part of larger suites of tools that are being developed in the SSE (Service Systems Engineering) research program. 1.3 Collaboration Engineering The nascent science of collaboration engineering (see chapter 2) frequently employs a Group Decision Room (GDR), in which a collection of methods and computer-supported techniques are used for efficient group deliberation and communication. The GDR is used as a supporting tool in group meetings for operational and strategic decisions in any kind of business process and for (re) designing business processes. The group uses the two fixed GDR facilities in the faculty building, and a mobile facility that can be set-up within an hour at any location. A number of impressions of sessions with the fixed and the mobile GDR facilities are shown in figure 1. Different from the other groups within the faculty, the Group Support Systems (GSS) in the GDR are not only tools to be used in research and external service activities, but the GSS itself is also an object of study. The goal of these studies is to understand the acceptance, adoption, and diffusion of this technology and use this understanding to develop more effective electronic collaboration in terms of facilitation, meeting techniques, and technology. The main areas of interest are described in the next section. ThinkLets The Group Decision Room of the Delft University of Technology is now 6 7

6 FIGURE 1 IMPRESSIONS OF GROUP DECISION ROOM FACILITIES an organization without the use of a facilitator. Currently, we designed or are in the process of designing such processes for organizations such as: the Rotterdam Port Authority, the Dutch Ministry of Social Affairs and the European Aircraft and Aerospace company EADS. Group support for distributed sessions A relatively new terrain that is currently researched in the Finance Domain, the first steps have been set. Two Master thesis's have been produced in this field. The main thrust was to see if existing and well known SameTime- SamePlace group processes can be designed in such a way that they can also be executed in a distributed fashion. Collaboration with ING (Dutch bank) and Nationale Nederlanden (Dutch insurance company) have been very rewarding in this respect and in the port of Rotterdam a similar trajectory is underway with respect to crisis-response. operative for 10 years. Research in co-operation with Universities in Arizona and Omaha delivered a large set of building blocks that represent techniques to reach a goal with more focus and efficiency. These techniques are gathered and documented in a way that they are repeatable and simple. The ThinkLets, as we call these building blocks, are meant to use in combination with a Group Support System, but can, with some small modifications, be used in combination with more simple tools like post-it and whiteboards as well. More information about this can be found in the Service Systems Engineering programme and at the GDR-website, Repeatable Processes Another line of research that we have embarked upon in the past year together with our counterparts in the USA. That is the development of repeatable processes that, ultimately, can be executed by members within Integration of Modelling, Simulation and GroupSupport In the simulation and group support field researchers have converged on a common problem. That is the question whether or not it is possible to improve both process and outcomes of meetings in a multi-actor hightechnology context. Special attention is paid to the question how Simulation (building blocks) and Group Support Systems can be integrated to support large technical projects and organizations more effectively and to the question to wat extent parst of the modeling phases can be executed in distributed way. A collaborative venture with, especially, the University of Brunel (DISC) but ultimately with a network of European Universities has been initiated and the intention is to develop this line of research as a mean to unify the different bodies of knowledge produced at the section of Systems Engineering, within the context of the Service Systems Engineering programme. 1.4 A broad application domain The systems engineering approach is not restricted to a single application domain. This makes it possible to quickly deploy the approach within diverse application areas. Examples are inter-organizational co-ordination in the port of Rotterdam, personnel logistics using simulation models within a major military organization, the dynamic modeling of the administrative workflow in business processes (e.g. at an insurance company), capacity planning within certain organizations, the design of transport chains and the assigning of gates at the airport Schiphol, the exploration of the 8 9

7 possible role of telematics within organizations, the use of group support systems on governmental policy development. This enumeration, which is far from complete, illustrates the generic character of systems engineering. 1.5 Systems on micro, meso, and macro level A number of different levels of view can be chosen when modeling organizational processes. Individual support engineering on the micro level to support the individual worker in his/her activities that are placed in the network of relations with clients and colleagues, is one level that can be chosen. Another level is that of the intra-organizational engineering, also called the meso level. This level is focused on the behavior of a single organization, which can be viewed as a system that consists of persons and machines. The third level is the level where we look at multiple organizations, called inter-organizational engineering or the macro level. The purpose of this view is to make a joint effort in improving the processes between organizations. For example, consider a network that transports electricity or gas to the end user, or the transport of packages, containers, people or materials, where the bank plays a role with functions such as payments by means of credit card, chip card, bankcard and home-banking. Organizations use systems such as workflow management systems, decision support systems, information systems, co-ordinating systems, and quality control systems to improve the quality of their services. In addition to the services, one often can recognize a certain infrastructure that is used to bring the services or goods from the supplier to the end-user. Examples of infrastructures are road, sea, air and train networks, communication networks with satellites, the electricity infrastructure, and pipeline networks to transport oil or gas. This view abstract the dynamics in networks of organizations, involved in providing services efficiently and effectively. 1.6 Interesting and challenging jobs after graduation Experience has shown that graduates and PhD s of the Systems Engineering Group are able to find exciting and challenging positions. Many work in a consulting position within a consulting firm or a staff position in a large company. The consultancy is focused on general organization, improvement of business processes, information providing, information and communication technology and logistic aspects. 2 RESEARCH 2.1 The specialty of the Systems Engineering Group The society in which we live is becoming increasingly complex and dynamic. Distances lose their meaning. New technologies increase the possibility to do more work in ever less time. Whether it is about production or supplying services, about hospitals, transportation companies, police forces or universities, all of these organizations are looking for ways to achieve their goals more efficiently and effectively within these dynamic surroundings. More often this requires co-operation, where a great diversity of activities has to be tuned across the boundaries of organizations and countries. The increasing dynamics, enabled by transport and information technology, sets higher demands for the capability of an organization to anticipate and respond flexibly on developments. The Systems Engineering Group focuses on the subject of designing efficient information intensive network organizations, that work dispersed in time and location. The search for ways to improve the quality and efficiency of the performance of (groups of) people by means of better co-ordination, structuring and improved support in the working space is one of the key issues. In practice this requires the integration of technical, organizational, communicative, informational, and decision-making aspects in an actual design of a system. The group makes a contribution both to the development of theory and of practice by developing and empirically validating models, methods and tools used in interdisciplinary analysis and design of administrative, information intense processes and systems. 2.2 The research profile of the Systems Engineering Group The Systems Engineering Group carries out research on complex processes within and between organizations. The problems connected to those processes are approached from a collaborative systems engineering point of view. The field of research of the group can be structured into domains, tools or support environments and theory development and methodology as illustrated in the overview of figure

8 FIGURE 2 THE RESEARCH DOMAIN OF THE SYSTEMS ENGINEERING GROUP 2.3 Focus of research on Service Systems Engineering SUPPORT ENVIRONMENT (distributed) simulation & animation change management tools Group Support Systems service engineering building blocks and clearinghouses logistic services APPLICATION DOMAINS telematics services interorganizational engineering organizational engineering public/private services MACRO MESO Within the faculty of Technology, Policy and Management, the research activities are clustered into several research programs. The Systems Engineering Group carries out research in the program Service Systems Engineering that depart from the need for innovation of business processes, especially networked business. The main focus of the research activities in the area of Service Systems Engineering is on designing, developing, and evaluating services and service processes. For example, this may involve the engineering of organizational processes that have to create a service for the organization s clients or the evaluation of co-ordination mechanisms for channel management in Electronic Commerce situations. collaborative systems engineering MICRO 2.4 Activities in 2003 THEORY DEVELOPMENT METHODOLOGIES The Systems Engineering group organized the following conferences and workshops. Application domains The domains refer to reality. A large part of the research can be placed within the three application domains that are distinguished within the Systems Engineering, Policy Analysis and Management education. A number of research projects connect different domains, for example: traffic telematics where systems engineering research is performed on the boundaries of ICT and Transport and Logistics. Support environments The support environments refer to the tools that support the complex problem solving process. Within the Systems Engineering Group, the main focus has been on simulation and animation and on Group Support Systems (GSS). Recently, more attention has been paid to tools for component libraries and building blocks as well. Theory development and methodology Within theory development, the starting point is the inductive hypothetical model cycle, in which the use of models and a problem solving view are the key May Organized a one-day workshop IT Architectures and Architecting. More than 30 leading researchers and experts from industry and academia took part in this symposium. Five presentations (one US and four national) gave an opportunity to valuable discussions on the research directions of this important area May Organized a two day BETADE - DIOC workshop at Noordwijkerhout, where 14 junior PhD researchers across TU Delft faculties presented their work and discussed many research issues with a panel of experts and with their promoters and supervisors October Hosted the 7th IEEE conference on Distributed Simulation and Real-Time Applications (D-RT 2003). Around 40 researchers joined this specialized workshop, which was for the first time held outside USA October Did the organization of the local 15th European simulation symposium, where more than 100 researchers met for a three day scientific conference

9 2.5 Past performance of the Systems Engineering Group In the nine years the faculty of Technology, Policy and Management has existed, the research of Systems Engineering Group has resulted in 20 PhD theses. Two defends of dissertations occurred in SUCCESSFULLY DEFENDED DISSERTATIONS DURING THE PAST NINE YEARS 2003 Joeri van Laere; Co-ordinating distributed work, Exploring situated coordination with gaming-simulation 2003 Paul van den Brink; Social, Organizational, and Technology Conditions that enable Knowledge Sharing 2002 Arjan van Venrooy; Nieuwe vormen van interorganisationele publieke dienstverlening: de ontwikkeling en verkenning van een ontwerpaanpak 2002 J. Stavenuiter; Cost Effective Management Control of Capital Assets 2001 Wieke Bockstael-Blok; Chains and Networks in Multimodal Passenger Transport 2001 Marijn F.W.H.A. Janssen; Designing Electronic inter mediaries: an agentbased approach for the designing inter organizational co-ordination mechanisms 2001 Hans de Graaff; Developing interactive systems a perspective on supportingill-structured work 2001 Regina Vroom; Zicht op Product en Procesontwikkelingsinformatie 1999 Mariëlle den Hengst-Bruggeling; Inter organizational co-ordination in container transport; a chain management design 1999 Fred A.B. Lohman; The effectiveness of management information: a design approach to contribute to organizational control 1999 Rabson J.S. Mgaya; Adoption and diffusion of Group Support Systems in Tanzania 1998 Daan H. van Egeraat; Een Herculische opgave; de implementatie van telematica in de verkeer- en vervoersector als inter-organisatorisch veranderingsproces 1998 Kees-Wim van den Herik; Group Support for Policy Making 1998 Joost Klep; Arithmeticus; Simulatie van wiskundige bekwaamheid 1997 Jaap J.M. Uijlenbroek; Designing electronic document infrastructures 1997 Ruurd R. Meinsma; Decision Support in Business Environments 1997 Martijn Babeliowsky; Designing inter organizational logistic networks; A simulation based interdisciplinary approach 1996 Daniel T.T. van Eijck; Designing organizational co-ordination 1995 Gert-Jan de Vreede; Facilitating organizational change; the participative application of dynamic modelling 1994 Jeroen W. van Meel; The dynamics of business engineering; reflections on two case studies within the Amsterdam municipal police force 2.6 Brief description of a number of researchprojects Within the Systems Engineering group, a number of research projects are currently being carried out. These projects can be placed in the framework of figure 2, both in support environment and application domain parts. Containers op dreef Containers op dreef (Containers adrift) is a simulation game in which various stakeholders, played by the participants, plan and design an inland container terminal in a designated search area in the provincial town Maaswijk. The participants apply principles of decision-making process design and management. The making and evaluation of the terminal design is supported with a design tool based on discrete event simulation. The aim of the game is to learn participants about interaction between systems design and modeling, and decision-making in situations with diverging stakeholder interests. Main researchers: dr.ir.wieke Bockstael-Blok, dr. Igor Mayer (Delft University of Technology), and Edwin Valentin The design and process goals for payment transactions system across borders The banking industry, along with nearly every other industry, has become increasingly global over the past decade. As businesses of all sorts discover the need to address a global market, this globalization is reflected in the banking services. Bank customers have also become increasingly demanding regarding the speed and accessibility of services. Competitiveness in the banking market now depends less upon regional expertise and more 14 15

10 on global information management and customer service. This research aims to determine methods for globalization of specific banking services. Each financial institution wishes to expand its services to be more accessible to global and individual clients, for example, through facilitating financial transactions across national borders. Two of the central problems in this expansion are the dispersal of client account information among different national networks and the different procedures for performing transactions in different countries. Increased centralization of information and procedures would result in a mutually beneficial improvement in bankcustomer relations, providing improved services for the customer and improved information access for the bank s management. This research identifies the obstacles to increased globalization, such as differences in national tax codes, and examines ways of handling these obstacles in the globalization of transaction processes. Main researcher: Ir. Nadia Ayad Supporting Adaptive and Robust Airport Master Planning and Design in an Uncertain Environment In the era of deregulation and globalization strategic airport master planning increasingly needs to deal with uncertainties and dynamics of changes in the aviation industry outside of the control of airports. Traditional airport master planning methods don t deal very well with uncertainties and risks - in general, one forecast is prepared for the most likely future extrapolating the past traffic development. Thus, the master plan design and the investment plan is based on one single view of the future that, as several examples have shown, unlikely becomes true. A master plan prepared in this way is rigid and involves the following problems: first it does not consider uncertainties and risks of changes if future unfolds different than forecasted, second it does not include flexibility, adaptability and robustness in the design, and thus third it carries a high risk of not being economically and functionally efficient. There is a clear need for an alternative master planning approach that considers uncertainties and risks in a proactive way and introduces flexibility into a dynamic planning and design process catering capacity and structural requirements of not the most likely future but of different possible futures. The challenge is to support airports in exploring strategies and concepts for airport designs that are robust, flexible and adaptive enough to respond to multiple potential futures. The objective of this research project is to develop a framework of integrated tools that supports airports in preparing robust airport master plans that respond to multiple potential futures. Main researcher: Dipl.-Ing. Uta Kohse An Organizational Decision Support System for Airport Strategic Exploration The Delft Airport Development Center started a research project in 2002, which deals with the development of an airport planning and decision support tool, named Airport Business Suite. The Airport Business Suite aims to answer strategic what-if-questions about the range and the possibilities of future airport development to handle future traffic demand showing the consequences on revenues and investments when applying certain policies. It is a tool that produces scenarios from a range of parameters allowing the comparison of output from different scenarios for strategic exploration. The system is a software tool that integrates several models from forecasting flight schedules and capacity analysis of airport facilities, calculating the requirements for additional airport infrastructure up to the estimation of investments to revenues in airport improvement and expansion. In 2003, prototype of the system had been finished and represented. Main researchers (from the Systems Engineering Group): Dipl.-Ing. Uta Kohse, ir. Zoran Stojanovic Geodan Holding b.v. Amsterdam The main aim of the project is to incorporate in the next version of the P-Info system, the concepts and principles of model-driven componentbased and service-based development, in order to benefit from these novel development paradigms. Furthermore, an appropriate development process for Geodan should be proposed. Main researcher: ir. Zoran Stojanovic Various meetings in the Group Decision Room (GDR) At the request of various (international) organizations and institutions, about fifty meetings were prepared and facilitated in the GDR. These projects with a short life span were aimed at facilitating a particular activity or phase from the problem solving process that the organizations were going through. Execution: dr.ir. Gert-Jan de Vreede, ir. Rachid Maghnouji, ir. Jaco Appelman, dr.ir. Mariëlle den Hengst, drs.ing. Jürgen van Grinsven Supporting intra-organizational distributed co-ordination The central theme of our study is to find out how organizations can improve the co-ordination between distributed groups and actors within an already existing organizational context. This research contrbuted to the CSCW field and delivers solutions for the problems that arise in distributed co-ordination because of the complex interaction between organisational, 16 17

11 behavioural and technical factors. We aim to provide for an integral framework that enables us to guide co-ordination improvements (instead of only describing them). In 1998 we entered the Amsterdam Police Force and described the intra organizational co-ordination problems as part of our inductive research strategy. In 1999 a simulation game has been developed to enable police officers of the Amsterdam Police Force to experience the benefits as well as drawbacks of new ways of co-ordinating. During the second half of 2000 and in 2001 the framework and the game approach have been applied to another collaboration process where dispersed groups and actors have to co-ordinate their actions. The research findings resulted in a dissertation in Main researcher: ir. Joeri van Laere Design approach for Mobile Information Services This thesis research project is concerned with the development of a design approach for mobile information services. Telecommunications, media and IT companies leverage the flexibility of digital technology to offer services that go beyond their traditional sectors and target markets. The blurring boundaries between telecommunications, IT and media industries are further overcome by the emergence of new players leveraging the full potential of the Internet to deliver content, access and services. Mobile Information Services are an exponent of this development. The objective of this research is to develop and test a service system engineering approach for mobile information services in an inter-organizational setting. The focus is on the network formation and co-ordination on the supply side. In 2002 the researcher participated in a project of the Telematica Instituut: BITA (Business Models for Innovative Telematics Applications). Results of the case studies done by the researcher are incorporated in this PhD project. Main researcher: drs. Els van de Kar The use of simulation in the design and realisation process of automated container terminals In order to meet the demands from today s customers, container terminals have to increase their productivity with a significant rate. Besides, they are confronted with ever-increasing wages. Therefore in all new container terminal development projects robotisation of operations is considered as a serious option to cope with both demands: higher productivity and lower cost. Simply increasing equipment performance or putting in more equipment will not accomplish higher productivity at a lower cost. It requires rethinking of the entire terminal concept. When designing a robotised terminal an integrated design approach is required, combining hardware (equipment) and software design. Furthermore it should integrate the different design tasks such as functional design, technical design and realisation. A key element in a robotised terminal is the process control system, which controls and co-ordinates all functions in the terminal. Especially the design of this real-time planning and control system requires serious attention. The approach needs supporting tools that address the specific characteristics of processes at a container terminal - high impact of external influences, high degree of uncertainty, many disturbances - and are able to provide this support throughout all design activities, including realisation. A design-supporting tool that has proven to be applicable for that is an environment of various simulation models. Simulation is used to support the entire design process, especially focussing on the interaction between hardware and software. Within the simulation environment prototypes of the real production software are developed and production software is tested using the simulation environment. The design approach and support environment have been applied in a number of real-life cases and have shown to improve insight for all people involved including technical and managerial staff. It also provided early support for equipment design and software testing. Main researcher: ir. Yvo Saanen Satisfaction in problem solving meetings In 2002/2003 a causal model (theory) was developed describing what makes participants satisfied in creative problem solving meetings. Based on this model, a satisfaction questionnaire was designed that could be filled in by meeting participants after a meeting. In 2002/2003, this model has been validated by collecting over 230 questionnaires from the Netherlands. Current research efforts focus on collecting more data in different socio-cultural environments and using the theory to explain conflicting experimental GSS research results. Main researchers: dr.ir. Gert-Jan de Vreede, dr. Robert Briggs (University of Arizona & Delft University of Technology), dr. Bruce Reinig (San Diego State University) thinklets: Building blocks for collaboration engineering Over the past decade, Group Support Systems (GSS) has shown that, under certain circumstances, teams using GSS can be far more productive than teams who do not use GSS. However, research results are not unequivocal; they have been ambiguous, and sometimes conflicting, which makes it difficult for GSS research to inform GSS practice. One cause of the conflict and ambiguity in GSS research results may be the result of focusing 18 19

12 on a less-than-useful level of abstraction: GSS itself. In this research project, the thinklet concept is introduced as a more useful unit of comparison than the GSS. A thinklet encapsulates three components of a GSS stimulus: The tool, its configuration, and the script. Field experience shows that thinklets may be used to create repeatable, predictable patterns of thinking among people making an effort toward a goal. To date about 50 thinklets have been documented that map to five basic patterns of thinking: Diverge, Converge, Organize, Evaluate, and Build Consensus. Each thinklet creates some unique variation on its basic pattern. ThinkLets will provide the building blocks for facilitators to prepare and moderate concerted collaborative efforts. The use of thinklets to support the design of collaborative processes is investigated in a number of ways: - Through action research studies on collaboration engineering, among which First National Bank, the Lewis and Clark project, STATPack (part of Nebraska Research Initiative), and the ING Group. - Through case studies on self-sustaining GSS communities, with the Rotterdam Port Authority and the Dutch Ministry of Foreign Affairs. - Through the development of a description of collaboration engineering as a design methodology. Main researchers: dr.ir. Gert-Jan de Vreede, dr. Robert O. Briggs, drs.ing. Jürgen van Grinsven, dr. Ann Fruhling (University of Nebraska at Omaha) Distributed simulation of Truck Service Centers for the 2nd Maasvlakte In 2003, a new study was conducted for the Port of Rotterdam within the FAMAS Maasvlakte 2 research program for Connekt/TRAIL. In this study, distributed simulations have been developed to model the container truck transport for the future extensions of the Port of Rotterdam. The distributed simulation environment combines several independent models using distributed modeling techniques. This entails a truck generator, a simulation model of the road system, a detailed simulation model of the terminal, and the application of an agent based planning and scheduling model. The communication between the models is orchestrated by the so-called FAMAS Backbone infrastructure, which has been developed in an earlier FAMAS Maasvlakte 2 project. A number of joint experiments have been carried out to test the XML/SOAP communication between the agent-based planning system, and to test several planning strategies. Researchers: dr.ir.alexander Verbraeck, ir.yvo Saanen (TU Delft / TBA), Csaba Boer (EUR), and several external researchers Supply Chain Simulation Libraries In co-operation with the Robert H. Smith School of the University of Maryland and other partners of the Global Technology and Management Consortium (GTMC), a number of building-block libraries have been developed in several simulation languages to support real-time supply chain education and gaming. Using these libraries, a number of MSc students developed several demonstration cases and training cases where students can experiment with the simulation models to determine a good supply chain strategy. Simulation languages that were used to develop the libraries are Arena, em-plant, and D-SOL. Researchers: dr.ir. Alexander Verbraeck, ing. Edwin Valentin, ir. Peter Jacobs, ir. Stijn-Pieter van Houten D-SOL - A Distributed Simulation Object Library in JAVA When using discrete event simulation in a distributed setting where interfaces with real-time information systems are needed, almost no simulation environments are available that support this real-time and distributed character well. Currently, many of the attempts to reach these types of distributed simulation environments are based on a process-oriented, and therefore multi-threaded paradigm. This results in simulation environments that are very hard to distribute over more computers, and not easy to integrate with scattered external information sources. The D-SOL architecture is based on the event-based paradigm which is implemented by scheduled method invocation. Objects used in the simulation environment interact with remote, a-synchronous subscribed clients (e.g. a web browser) in order to produce representations of the (simulated) system. The environment, which is implemented in Java, consists of a simulation and representation library and it is integrated with several statistical libraries. Researchers: ir. Peter Jacobs, ir. Niels Lang, dr.ir. Alexander Verbraeck Congestion-Free Vehicle Routing The congestion-free vehicle routing project for AGVs was carried out for ECT in the Port of Rotterdam in co-operation with TBA. The main result of the project was a unique and fast route scheduling algorithm that can guarantee a route execution without any hindering of other vehicles. As a result, all vehicles drive with their maximum speed and do not have to brake or stop along the route. We reckon this as a major step forward in comparison with normal traffic of the automated transportation system zat the container terminal. Without reliable transportation times it is extremely difficult to schedule operations on the terminal for the planning and control system. Besides the complexities inherent to the terminal 20 21

13 operation, the challenge for the route-scheduling algorithm was execution speed, because it has to be used in real-time operation, and in a simulated environment that was running times faster than reality. In the project, all these goals have been met. Researchers: dr.ir. Alexander Verbraeck, ir. Yvo Saanen (TU Delft/TBA) LOGIS - Leonardo Project for Logistic Simulation Education In the LOGIS project for the EU has been carried out with the TU Riga in Latvia and other partners on educational material for Logistic Information Systems, especially in port environments. The project has resulted in several deliverables, among which teaching material and a book chapter on simulation. Main researchers: dr.ir. Mariëlle den Hengst, dr.ir. Alexander Verbraeck The Effect of Visualized Summarization to Collaboration One important way a facilitator can add value to a group meeting is to summarize the discussion. Visualization offers a promising way to show meaningful relationships in information. The effect of visualized summarization on the divergence phase in group supported meetings is still largely unexplored. We developed a research model to measure the effect of visualized summarization. Experiments have been carried to measure the effect of visualized summarization. Main researchers: dr.ir. Mariëlle den Hengst, Mick Mcquaid (University of Arizona) Supporting Decision Making in the Methanol Production Chain We have executed a study that explored a variety of carbon-based feedstocks such as natural gas, oil, coal, organic waste streams, and renewable resources (biomass) for the production of methanol, in order to find and demonstrate the potential of new, sustainable methanol production chains. We modeled the methanol production chain as an assembly of various independent operations, and we have automated the process of assembling and adjusting the methanol chains. We screened and compared various methanol production chains with respect to key performance indicators and their sensitivity towards various future environmental and economic policies. Experiments have shown that straightforward modeling of processing chains can contribute significantly to decision making in the methanol chain. Main researchers: dr.ir. Mariëlle den Hengst, dr.ir. Paulien Herder (Delft University of Technology) Design approach for Mobile Information Services This thesis research project is concerned with the development of a design approach for mobile information services. Telecommunications, media and IT companies leverage the flexibility of digital technology to offer services that go beyond their traditional sectors and target markets. The blurring boundaries between telecommunications, IT and media industries are further overcome by the emergence of new players leveraging the full potential of the Internet to deliver content, access and services. Mobile Information Services are an exponent of this development. The objective of this research is to develop and test a service system engineering approach for mobile information services in an inter-organizational setting. The focus is on the network formation and co-ordination on the supply side. In 2003 Els led an action research project testing the design approach by building a mobile service for campus visitors on the UMTS testbed at TU Delft. The UMTS testbed was provided by T-Mobile. In this project TU Delft is the innovator that developed and launched a Mobile Information and Entertainment Service in an inter-organizational setting having passed through a complete predetermined design approach. More information on Main researcher: drs. Els van de Kar UMTS: User Requirements Elicitation with GSS The main challenge in the first phase of designing mobile services is eliciting user requirements. We propose a repeatable process for eliciting user requirements based on the literature on requirements engineering and group support systems. We applied the repeatable process in three sessions to elicit user requirements for a mobile information service on a UMTS testbed. The sessions resulted in ideas for services that are highly valued by potential users and criteria for when they will of will not use the service. Main researchers: dr.ir. Mariëlle den Hengst, drs. E.A.M. van de Kar, drs. J.H. Appelman Collaborative Conceptual Modeling Conceptual modeling of business processes is used on a large scale to facilitate for instance Business Process Reengineering, ERP system implementation, Total Quality Management, Workflow Management, Knowledge Management, E-business. Modeling is increasingly collaborative (for understanding, buy-in, complexity). Models are used for communication. Collaborative modeling is difficult- one of the reasons is that non-modeling experts have to use the technique. The overall goal of our research is to identify properties a conceptual modeling technique should have to be used by non-modeling experts. Main researcher: dr.ir. Marielle den Hengst 22 23

14 EduHbo - Curriculum Logistics Simulation In a co-operation with the Open University in Heerlen, a simulation library has been developed to model the logistics of students and teachers within an educational organization. The first application of the library has been to study the effects on throughput times of students and capacity use of teachers when the educational program is changed into a totally flexible and demand driven curriculum. The D-SOL simulation environment that has been developed by the Systems Engineering section was used to develop the library and the simulation models. As a result, the models could be easily demonstrated without installing any additional software, and could be even shown to the educational institutions from a Web browser. In 2004, the research results will be published in the dissertation of Ad Schellekens from the Open University. Researchers: dr.ir. Alexander Verbraeck, Ad Schellekens (Open University Heerlen) the world, the newest strategies in these fields have been introduced to specialists from US-STRATCOM, Northrop Grumman, and Lockheed Martin. Delft Researchers: dr.ir. Alexander, Verbraeck, prof.dr. Peter Keen Park-A-Car Fully automated transportation systems have been researched in several projects by the Systems Engineering section in the past. FROG Navigation Systems is one of the most innovative companies in this field, and it is currently researching the application of automated parking garages using automated guided vehicles. The advantage is that no room needs to be reserved for walking passengers or around human-driven cars. Compared to a normal parking, an automated parking can store considerably more cars. The logistic control, however, is quite difficult, because the arrival and departure patterns of the cars are not divided evenly over the day. There are steep peaks in the patterns, that demand strategies like prefetching and intelligent location allocation of the cars. A D-SOL simulation library has been developed to study the effect of various allocation and control algorithms for a proposed parking garage in Rotterdam. Researchers: dr.ir. Alexander Verbraeck, ir. Peter Jacobs (TU Delft), Steven Anker, Jos van Putte, Rudi de Vos Burchart (Frog) Northrop Grumman/US Strategic Command US-STRATCOM, which is based in Omaha, Nebraska, is the command and control center for U.S. strategic forces and controls military space operations, computer network operations, information operations, strategic warning and intelligence assessments as well as global strategic planning. US-STRATCOM needs to update and re-implement several of their critical information systems, where they want to use the latest technology in the fields of decision support, simulation, graphics, in a secure and fully networked architecture. In two workshops with several specialists from around 24 25

15 3 SYSTEMS ENGINEERING STAFF Overview of December 2003 Function Name Tel. nr. Room nr. +31(0)15- Full professor Prof. Dr. H.G. Sol (Henk) a2.040 Prof. Dr. P.W.G. Keen (Peter) (part-time) Associate Professor Drs. W.G. van den Berg (Wander) a2.350 Mrs. Dr. A.N.W. Dahanayake (Ajantha) a2.340 Dr. Ir. A. Verbraeck (Alexander) a2.370 Dr. Ir. G.J. de Vreede (Gert-Jan) a2.330 Dr. R.O. Briggs (Robert) a2.330 Assistant Professor Drs. J.H. Appelman (Jaco) a2.310 Mrs. Dr. Ir. W. Bockstael-Blok (Wieke) a2.310 Mrs. Dr. Ir. M. den Hengst-Bruggeling (Mariëlle) a2.270 Mrs. Drs. E.A.M. v.d. Kar (Els) a2.270 Researcher Ms. N. Ayad (Nadia) MSc a2.300 Ms. Ir. N. Chen (Jessica) a2.230 Ir. R.T.H. Chin (Roy) a2.390 Drs. Ing. J. van Grinsven (Jürgen) a2.250 Ir. S.P.A. van Houten (Stijn-Pieter) a2.230 Ir. P.H.M. Jacobs (Peter) a2.230 Ir. S. Muniafu (Sam) a2.290 Ms. E. Kanacilo (Elisangela) MSc a2.290 Ms. Dipl.-Ing. U. Kohse (Uta) a2.300 Z. Stojanovic (Zoran) MSc a2.320 Ir. T. Tewoldeberhan (Tamrat) a2.250 Ing. E.C. Valentin (Edwin) a2.390 Ir. C. Versteegt (Corné) a2.230 Ir. Y. Wang (Yan) a2.290 Ir. W. Zelle (Wouter) a2.330 Ir. Y.A. Saanen (Yvo) Ir. W. Zhao (Wenlong) a

16 Function Name Tel. nr. Room nr. +31(0)15- Visiting professor Eur.ing.dr. V. Hlupic (Vlatka) Secretary Ms. A.S. Fowler (Agnes) b2.020 Ms. S. Ramos Rodrigues (Sabrina) a2.280 Fax a2.280 March April Dr. Dennis Pegden and Dave Sturrock from Rockwell Software, Sewickley PA, USA Prof. Dr. Axle Lehmann, Universität der Bundeswehr, Germany Dr. Vlatka Hlupic from Brunel University, Uxbridge, UK Prof. Dr. Christer Carlsson and Prof. Dr. Pirkko Walden from Abo University, Turku, Finland Changes The Systems Engineering Group has welcomed the following people in the year 2003: - Ms. Ir. N. Chen (Jessica) - Ir. R.T.H. Chin (Roy) - Ir. S.P.A. van Houten (Stijn-Pieter) - Ir. S. Muniafu (Sam) - Ir. E. Kanacilo (Elisangela) - Ir. Y. Wang (Yan) - Ir. W. Zelle (Wouter) - Ir. W. Zhao (Wenlong) The following people have left the Systems Engineering Group in the year 2003: - Ir. N. Lang (Niels) - Ir. R. Maghnouji (Rachid) - Drs. W. Geerlings (Wilfred) Other changes - In September 2003, Prof. Dr. Henk Sol returned to the section as the full time chair, after completion of his term as the dean of the faculty of Technology Policy and Management. June August October December 3.2 Awards in 2003 Dr. Simon Taylor from Brunel University, Uxbridge, UK and Prof. Dr. Stephen Turner from Nanyang Technological University, Singapore Mrs. Nora Mulira from Makerere University, Kampala, Uganda Prof. Dr. Robert Davison, City University, Hong Kong Prof. Dr. Osman Balci and Prof. Dr. Richard Nance, Virginia Technical University, USA Prof. Dr. Dick Welke. J. Mack Robinson College of Business, Georgia state University, USA - Dr. Ir. Alexander Verbraeck received the best teacher of the year award for 2003 with the faculty of TPM. - Drs. Els van de Kar et. al., received one of the three best paper awards at - 2nd International Conference on Mobile Services Vienna, Austria. Guests Throughout the year 2003 several researchers from all over the world visited the Systems Engineering Group. January February Dr. Simon Taylor from Brunel University, Uxbridge, UK Dr. Esbeth van Dyk and Dr. Hans Ittmann from CSIR, South Africa 28 29

17 3.3 Background of the staff of the Systems Engineering Group The permanent staff of the Systems Engineering Group DRS. JACO APPELMAN obtained his MA-Degree at the Faculty of Social Sciences at the University of Nijmegen. The subject of his MA-Thesis was in the impact of rapid (uncontrolled) tourism development on two beaches of the Island of Koh Samui, Thailand. After a period of working as a study co-ordinator and advisor at the University of Nijmegen he obtained a PhD Project at the department of Marketing Management and the Centre for Tourism Studies of the Erasmus University. The subject of the thesis is how global interorganizational networks should be co-ordinated to simultaneously enhance exploitation and stimulate exploration (innovations), and will be defended on March 19th His current position is assistant professor at the Systems Engineering group and director of the Group Decision Room facilities of the faculty of Technology, Policy and Management. Two areas of interest are pursued in the field of research: (1) how (distributed) Group support systems can best be used and designed for large interorganizational networks and service delivery systems, and (2) to co-develop a modelling language based on thinklets/ meeting building blocks for the design of electronically supported meetings. A parallel line of research pursued is: to what extent and in what forms simulation and Group Support Systems can be integrated to support complex technical projects, service-systems and interorganizational organizations more effectively. DRS. WANDER VAN DEN BERG holds a master degree in Physics from Leiden University (1969) and since then worked at Delft University in computer architecture and digital design (Dept. of Electrical Engineering), in software engineering and information system planning and development (Dept. of Applied Mathematics and Informatics), and now at SEPA. Amonghis interests are evaluation of (transnational) information systems, software engineering standardization, and quality assurance systems. DR. IR. WIEKE BOCKSTAEL - BLOK has studied Applied Physics at the Delft University of Technology (1989). She completed a two-year post-doctoral course for technical designer of logistic systems in 1991 and has worked for two years on logistic projects at a manufacturer of packaging systems. She started at TPM in 1993 on a research project on designing multi-modal passenger transport systems from a chain perspective, which resulted in a dissertation in A case study on passenger ground transportation to and from Schiphol Airport and a gaming-simulation to explore the design approach in a simulated real life context have been performed within the scope of this research. She was appointed as assistant professor in She is involved in courses on simulation and system design and engineering in the SEPAM Bachelor and Masters and supervises students during their Masters thesis. DR. ROBERT BRIGGS is Research Co-ordinator for the Center for the Management of Information at the University of Arizona, is on the Faculty of Technology, Policy, and Management at Delft University of Technology in The Netherlands, and is Director of R&D for GroupSystems.com. Since 1990 he has investigated the theoretical and technological foundations of collaboration, and has applied his findings to the design and deployment of new technologies, workspaces, and processes for high-performance teams. He and his colleagues are responsible for numerous recognized theoretical breakthroughs and technological milestones. In the course of his field research he has created team processes for the highest levels of government, and has published more than 60 scholarly works on the theory and practice of collaborative technology. He earned his PhD in MIS at the University of Arizona and holds a BS and MBA from San Diego State University. DR. AJANTHA DAHANAYAKE received a Mathematics BSc from Colombo University, and a MSc Informatics from Leiden University. She received a PhD informatics from Delft University of Technology. She is working for Delft University of technology since 1993, before that she worked for Erasmus University Rotterdam, and SERC Utrecht and Utrecht University. From she was the head of the section Information Systems and Software Engineering on a part-time appointment. She is a member of SIKS research school and the joint director of BETADE TUD-DIOC program. Her research is on Component Based Development and Business Engineering and Architectures. Her current research focuses on innovative systems design and engineering based on complex adaptive services. A theory that focus on bringing a theoretical foundation to the systems thinking taking into account the revolution of the business requirements and the evolutions in the technology to align the business to technology co-ordination needs. Since November 2002 she is a member of the Systems Engineering Group

18 DR. IR. MARIËLLE DEN HENGST is an assistant professor in the Department of Systems Engineering of the Faculty of Technology, Policy and Management at Delft University of Technology in the Netherlands. In 2002 she was a visiting professor at the Department of Management Information Systems at the University of Arizona. She obtained her PhD from Delft University of Technology on the subject of Interorganizational Co-ordination in Container Transport; A Chain Management Design in She has an MSc in Information Systems (cum laude 1994). Currently, her research interests include designing co-ordination of distributed work. She has published several articles on her work and has presented at a number of national and international conferences. At the university she has taught courses on the analysis of business systems with both static and dynamic models and on information systems. She has supervised over ten master students in finishing their final thesis. DRS. ELS VAN DE KAR (born 1965) studied at the Rotterdam School of Management, Erasmus University, in Rotterdam ( ). After this study she worked eight years for KPN Telecom, where she developed several Telecommunication and Internet Services. In 1998, she set up a practice as an independent consultant in the field of strategic internet marketing. One of the projects was to advice KPN Mobile on the strategy and implementation of Internet sites in the business market. Since October 1999 she combines the consulting business with her work as assistant professor at the Faculty of Technology, Policy and Management of Delft University of Technology. Van de Kar focuses on e-business and mobile commerce projects, these projects are part of the research program Service Systems Engineering of the Faculty of TPM. Her main research activities concern a design approach for mobile information and entertainment services. In 2003 she led an action research project testing the design approach by building a mobile service for campus visitors on the UMTS testbed at TU Delft. PROF. DR. PETER KEEN has served on the faculties of Harvard, MIT, and Stanford, with visiting positions at Wharton, Oxford, Fordham, the London Business School, Stockholm University, and Duke University. In 1994, he was profiled by Forbes magazine as the consultant from Paradise. In 1988, he was named by Information Week as one of the top ten consultants in the information technology field. His research, writing, education and public speaking all focus on helping firms make a management difference in their deployment of information technology as a business resource and on bridging the gap in understanding, language and planning between business decisions and technology choices. When all leading firms in an industry have access to the same technology, the competitive edge comes from fusing people, process and technology. The management challenge is for business managers to lead IT, without having to know the details of the technology but understanding and enacting the key decisions about policy, infrastructures and funding that enable their technical professionals to design, implement and operate the platform. That integrated platform is an essential base for business innovation in just about every industry today and vital for co-ordinating operations in a global environment. A prolific writer, Peter Keen is the author of many books that have strongly influenced the business-technology dialogue, starting with Decision Support Systems (1978), that introduced in the early 1970s the concept of IT as a support to managerial judgment, Competing in Time: Using Telecommunications for Competitive Advantage (1986), the first book to anticipate the immense impact of telecommunications on the basics of business, and Shaping the Future: Business Design Through Information Technology (1991), a book addressed to senior executives that has been translated into many European and Asian languages. The Process Edge: Creating Value Where It Counts (1997) looks at business processes as invisible financial assets and liabilities to be managed as a portfolio of capital investments targeted at increasing shareholder value. His most recent books all address the management side of electronic commerce and the Internet Economy. The e-process Edge (2000) focuses on sourcing process capabilities and From.Dot to.profit (2000) zeros in on the value imperatives that drive effective business models. Earlier books are Trust By Design (1999), Business Internets and Intranets, and On-Line Profits. He has worked as a consultant on a long-term basis as an adviser to top managers in helping them fuse business choices and technology decisions. Examples of companies with which Keen has worked in this mode include: British Airways, British Telecom, Citibank, Glaxo, IBM, MCI Communications, Royal Bank Of Canada, Cemex (Mexico), Sweden Post, Unilever, World Bank, IATA, CTC (Chile), HP and many others. His work with these companies has generally included the development and delivery of senior management education programs for action (rather than just awareness ) as a lever for taking charge of change and making IT part of everyday planning and management thinking. He is on the Advisory Boards and Boards of Directors of several Internet companies including e-credit, WebIQ, Xybernaut and Celosis

19 PROF. DR. HENK SOL, born in 1951, graduated in 1974 cum laude from the University of Groningen, The Netherlands, with a MSc in Operations Research and Information Systems. He obtained a PhD cum laude from the University of Groningen on the subject of Simulation in Information Systems Development in He was involved in the development and control of a Masters Program in Information Systems within the School of Economics and Management Science of the University of Groningen from 1974 to Prof. Sol became a Chaired Professor of Information Systems Development at Delft University of Technology in 1984, where he developed the Department of Information Systems to one of the leading Information Engineering Schools in Europe. From he was founding Dean of the new School for Engineering, Policy Analysis and Management. His responsibilities included the development of the faculty from zero to two hundred, the research programs, the masters programs, the administration and the internal and external funding. He prepared the merger, in 1998, into the Faculty of Technology, Policy and Management. In 1992 Prof. Sol was appointed as Chaired Professor of Systems Engineering at Delft University of Technology. In 1999 Prof. Sol was appointed as Scientific Director of the Delft Institute for Information Technology in Service Engineering and of the Airport Development Center. From 2000 to 2003 Prof. Sol was again Dean of the Faculty of Technology, Policy & Management and Chaired Professor of Systems Engineering, in particular Business Engineering and ICT. In 2003 he was appointed chairman of Delft TopTech Studies, School for Executive Education and Chaired Professor of Systems Engineering. His research focuses on the development of services enabled by ICT, management information systems, decision support systems and telematics. Currently his research interest shifts towards designing information-intensive, innovative organizations. He is a well-known author with a few hundred publications in these fields. Under his responsibility 50 PhD dissertations were finished. Prof. Sol organized numerous international conferences and workshops and gave a great many invited presentations. He serves in editorial roles with journals as Decision Support Systems, Electronic Journal of E-commerce, Organizational Science, Communications of AIS and Information and Management. He is member of IFIP TC 8, W.G. 8.1, 8.2, 8.4 and various other professional organizations. He received the IFIP Outstanding Service Award as well as the IFIP Silver Core. He is one of the founding fathers of AIS and one of its first vice-presidents. He has acted as a management consultant for a large range of national and international organizations since He is chairman/member of the (Supervisory) Board of several companies. DR. IR. ALEXANDER VERBRAECK has an MSc in mathematics (cum laude, 1987) and a PhD in computer science (1991) from Delft University of Technology in the Netherlands. He worked as assistant professor in information systems until 1995, when he was appointed associate professor in the Systems Engineering group of the faculty of Technology, Policy and Management of Delft University of Technology. Current research focuses on complex distributed systems such as supply chains, on real-time control and emulation of equipment using simulation, and on the development of generic, object oriented simulation libraries. In addition, there is research on Java-based simulation and Web-services for simulation. Alexander has been the chair of the European Board of the Society for Computer Simulation International for five years and he is a member of ACM, IEEE-CS, INFORMS, AIS, and EuroSim. His research results have been published and presented at many international conferences. From January 2002, Alexander also has an appointment as part-time research professor in the R.H. Smith School of Business of the University of Maryland in the Logistics, Business, and Public Policy Department. DR. GERT-JAN DE VREEDE is a Professor at the Department of Information Systems & Quantitative Analysis at the University of Nebraska at Omaha where he is director of the Peter Kiewit Institute s Program on E-Collaboration. He also is an associate professor at the Faculty of Technology, Policy and Management of Delft University of Technology in the Netherlands from where he received his PhD. In 1996 he was a Visiting Professor at the Department of Management Information Systems at the University of Arizona. In addition, he works as an international consultant in the area of collaboration and collaboration technologies. Currently his research focuses on collaboration engineering - designing mission critical collaboration processes that become self-sustaining in organizations. In addition, he investigates field applications of e-collaboration technologies, the theoretical foundations of (e)-collaboration, the (un)successful implementation of e-collaboration technologies, and the facilitation of group meetings. His articles have appeared in or have been accepted for various journals, including Journal of Management Information Systems, Communications of the ACM, DataBase, Group Decision and Negotiation, Journal of Decision Systems, Journal of Creativity and Innovation Management, Journal of Global Information Technology Management, International Journal of Technology and Management, Journal of Information Technology Cases & Applications, African Journal of Finance and Management, Journal of Informatics Education and Research, Simulation & Gaming, Simulation, and Journal of Simulation Practice and Theory

20 The temporary staff of the Systems Engineering Group consists of the following people working on their dissertations IR. NADIA AYAD, graduated in 1994 from the University of Science and technology in Algeria, with a degree in software engineering. The graduation assignment included design and realisation of GIS applications to create thematic maps for basic geographical data, and the realisation of a graphical interface for simulation of electricity network. After her graduation she worked at an industrial engineering company in Algeria for 3 years where she developed several applications. In 1997 she moved to the Netherlands. She worked at Syntegra Groep B.V. for 2 years as information system consultant, where she was involved in development and implementation of information systems within organisations in the private and the public sector. In 2000 she joined the Faculty of Technology, Policy and Management at Delft University of Technology. Her research is focused on global bank services and aims at developing and designing business models for cross border services. As part of Nadia Ayad s research, she is an active member of the Edispuut, a consortium of Dutch PhD students from various universities and disciplines in the field of electronic commerce and inter-organizational information systems. DRS. ING. JÜRGEN VAN GRINSVEN acquired a bachelor s degree in both electrical engineering and technology management. After this, he studied Policy, Communication & Organizational science at the free University in Amsterdam (VU). His master thesis ( Collaborative Engineering Managing the Product Creation Processon a Global scale) focused on collaborative engineering at PHILIPS. Currently, he has an affiliation as a researcher at the Faculty of Technology, Policy and Management, where his research focuses on Co-ordinating Operational Risk Management. IR. PETER JACOBS studied at the Faculty of Technology, Policy and Management of Delft University of Technology. After his master thesis project at Sun Microsystems Inc. in Menlo Park, California, he started his PhD research. The objective of his research is to create loosely coupled, web-enabled decision support services. The objective of his research is to improve the usability, usage and usefulness of DSS. The research takes place within the BETADE research program. DIPL.-ING. UTA KOHSE has an education in software engineering (1990) and a degree in architecture (2000) of the University of Aachen (RWTH Aachen) in Germany. After her first degree she worked three years in a full time and six year in a part time position at the software company INFORM GmbH (Institute for Operation Research and Management) in Aachen. There she was involved in the development of software systems for operational planning and real-time control of staff and equipment for industrial plants and airports. During her architecture study she worked also in a couple of projects for airport master planning and terminal design at the ARC (Airport Research Center) in Aachen. Currently she is pursuing her PhD at the Systems Engineering group. She is also involved in projects of the TUD-ADC (TU Delft Airport Development Center) of Delft University of Technology. The subject of her PhD research is to develop methods and tools to support flexible and adaptive airport master planning and design in an uncertain environment. ZORAN STOJANOVIC (MSc) is a researcher at the Faculty of Technology, Policy and Management, at Delft University of Technology, the Netherlands. His research interests are in the areas of Component- Based Development, Web Services, System Modeling and Architecture, Geographic Information Systems (GIS) and Location-Based Services. He received his Graduate Engineering degree and Master of Philosophy degree in Computer Science and GIS from the Faculty of Electronic Engineering, University of Nis (Yugoslavia), in 1993 and 1998 respectively. He has been working since 1993 as a researcher and teacher in the fields of Computer Science, Software and System Engineering, first with the University of Nis (Yugoslavia) and after February 2000 with the Delft University of Technology. During this period he has been an author of a number of publications. IR. YVO SAANEN graduated in 1996 from the faculty TPM. Since then, he is principal consultant of TBA Nederland. TBA is a world-wide active company, specialised in advanced logistic simulation for container terminal design and engineering. In his daily practice he participates in large design and development projects of automated container terminals and their process control software. 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