Renovation of the former KLM head office in The Hague

In 1979, the former KLM head office in The Hague had been in use for ten years by its second owner, the Ministry of Infrastructure (Fig. 6.1). The building badly needed a thorough overhaul including maintenance of the outside of the building, modernising the interior, and making the office plan more efficient. The building no longer met the legislation and user requirements of that era.

The renovation of the building, extending over a period from 1979 to 1992, was negatively evaluated - unsatisfactory functionality along with substantial overruns in time and money - so appropriate to test our assumption.

The decisions made during the renovation process over the subsequent decade were later analysed by Binnekamp (1995). He made a computer simulation of the overall design decision-making process. The conclusion was that interconnections between decisions were very poor. This led to missing essential combinations of sub-solutions, as will become apparent from the description of the case.

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