1. Arthur D. Little Benelux, P.O. Box 540, 3000 AM Rotterdam, The Netherlands
    Search for more papers by this author
    • 4

      Joris Keizers is working as a Manager for Arthur D. Little Benelux, where he is focused at Operations Management, with assignments ranging from supply chain optimisation to improving and restructuring internal business processes with a strong focus on quantitative and fact-based analyses. Joris received his M.Sc. in Econometrics (focus on Operations Research) from University of Groningen (1996), after which he moved to the Technische Universiteit Eindhoven, Department of Technology Management for his Ph.D. research. This research has been carried out in cooperation with the Royal Netherlands Navy and resulted in his Ph.D. thesis (2000) and'amongst others'this article reflects a part of his research. His main areas of research interest are Production Control and Operations Management and linking the Operations Research knowledge with real-life situations.


    1. Department of Technology Management, Eindhoven University of Technology
    Search for more papers by this author
    • 5

      Will Bertrand is full professor in Production and Operations Management at the Department of Technology Management of Technische Universiteit Eindhoven (TU/e). He received his M.Sc. Industrial Engineering and Management Science from TU/e in 1970 and his Ph.D. from TU/e in 1981. From 1989 to 1994, he was a member of the board of the Production and Operations Management Society and, from 1995 to 2001 he was a member of the board of the European Operations Management Association. He is a member of POMS, INFORMS, and EUROMA, and editorial board member of IJOPM and IJPR. From 1993 to 2003, Scientific Director of the Research Institute Beta'the institute for Business Engineering and Technology Application. His main areas of interest are Production Control and Operations Management, Supply Chain Control, Hierarchical control of Production and Inventory Control Systems, Control of Concurrent Engineering Processes.


    1. Department of Mathematics and Computing Science, P.O. Box 513, 5600 MB Eindhoven, The Netherlands
    Search for more papers by this author
    • 6

      Jaap Wessels is a professor emeritus in Stochastic Operations Research of the Department of Mathematics and Computer Science of Technische Universiteit Eindhoven. He received his Ph.D. in 1968 for his research on Markov decision processes. The focus of Jaap's research is on Markov decision processes, queuing theory, and neural networks, mostly applied on production and inventory control, human resource management and performance analysis of information processing systems. Amongst others, he has been one of the founders of the research institute BETA and the European research institute EURANDOM. In the year 1992, Jaap was responsible for the Methodology of Decision Analysis project at the international research institute IIASA in Austria.


We present a tool to diagnose the behavior of planners in complex production processes and to establish improvement potential for the delivery performance by changing the planning behavior. Scientific literature on production control offers valuable knowledge, but the complexity of real-life processes makes it impossible to directly apply this knowledge in real-life. The presented tool identifies possible deficiencies in the current way of managing the business processes, by matching the scientific knowledge on order planning with data reflecting the real-life processes via logistic regression. A case study at a maintenance organization illustrates the diagnosis tool.