Ces travaux s’intéressent à la coordination entre services au sein d’un hôpital. Il s’agit d’améliorer la prise en charge des patients en prenant une vision de leur parcours qui intègre toutes les unités impliquées. Nous nous sommes particulièrement intéressés au cas de la chimiothérapie ambulatoire, en partenariat avec l’hôpital Henri Mondor de Créteil. Trois questions sont traitées :1. Comment concevoir et mener un programme de changement dans un contexte multi-services à l’hôpital ?2. Comment améliorer la délivrance des chimiothérapies ambulatoires ?3. Pourquoi la planification stratégique dans les Centre Hospitalo-Universitaires donne-t-elle des résultats décevants, comparés aux contextes industriels où ces approches ont été appliquées avec succès ?Pour répondre, notre principale méthode d’investigation a été la recherche-action. Dans le cadre de projets de réorganisation à l’hôpital Henri Mondor, nous avons adapté et combiné des méthodes de recherche opérationnelle et de génie industriel pour prendre en compte les spécificités du contexte hospitalier. Nos travaux aboutissent à la proposition et à l’évaluation de méthodes de réorganisation centrées sur la coordination entre services, et sur une meilleure connaissance de l’environnement spécifique de l’hôpital, un contexte différent de ceux où s’est traditionnellement développé le génie industriel. / This dissertation addresses the challenge of coordinating hospital services. We take an integrated view on care delivery and the various units involved in a care process, with a case study in outpatient chemotherapy process at Henri Mondor hospital, Créteil, France. We tackle three research questions :1. How should a change program in a multi-department setting be designed and managed?2. How can one improve outpatient chemotherapy delivery?3. Why do strategic plans look so disconcerting and disappointing in public academic medical centers, compared to otherindustrial organizations, when similar methods are applied?Our main research method is action-research. During reorganization projects, we adapt and combine methods from operational research and industrial engineering in order to integrate hospitals’ specificities. We propose and evaluate reorganisation methods focused on interdepartmental coordination, and we contribute to a better knowledge of the specific environment of hospitals, which is quite different from the contexts in which industrial engineering traditionally developed.

In recent years, there has been a considerable increase in the amount of construction work on the U.S. national highways. Most of the work undertaken is the reconstruction and rehabilitation of the existing transportation networks. Work zones in the United States are likely to increase in number, duration and length due to emphasis on repair and highway reconstruction as a significant portion of all federal-aid highway funds are now geared toward highway rehabilitation. The challenge of mobility is particularly acute in work zone areas as road repair and construction intensifies traffic issues and concentrates them in specific locations and at specific times. Due to the capacity drop, which is the result of lane closure in work zone area, congestion will occur with a high traffic demand. The congestion increases number and severity of traffic conflicts which raise the potential for accidents; furthermore traffic operational properties of roadway in work zone area become worse. Intelligent Transportation System (ITS) technologies have been developed and are being deployed to improve the safety and mobility of traffic in and around work zones. In several states in the US, the use of Dynamic Merge Controls also known as Dynamic Lane Merge (DLM) system has been initiated to enhance traffic safety and to improve traffic flow in work zone areas. The DLM usually takes two forms; dynamic iii early merge and dynamic late merge. The use of variable speed limit (VSL) systems at work zones is also one of those measures. VSL systems improve safety by helping the driver in determining the maximum speed that drivers should travel. Besides adding improvement to safety, they are also expected to improve mobility at the work zones. The main goal of this study is to evaluate the safety and operational effectiveness of the dynamic merge systems i.e. the dynamic early lane merge and dynamic late lane merge, in the presence of VSL system. More specifically, the VISSIM model is utilized to simulate a twoto-one lane configuration when one out of the two lanes in the work zone is closed for traffic. Six different scenarios were adopted to assess the effectiveness of these scenarios under different traffic demand volumes and different drivers‟ compliance rates to the messages displayed by the systems. These scenarios are;  Work Zone without VSL and without SDLMS or the current Motorist Awareness System (MAS)  Work Zone with VSL and without SDLMS  Work Zone with VSL and Early SDLMS  Work Zone with VSL and Late SDLMS  Work Zone with early SDLMS and without VSL  Work Zone with late SDLMS and without VSL iv An already calibrated and validated VISSIM model for Simplified Dynamic Lane Merge System (SDLMS) in accordance with the real life work zone was modified with a VSL through Vehicle Actuated Programming (VAP) code. Three different logics were coded each for VSL alone, early SDLMS+VSL and late SDLMS+VSL. All these logics were fine tuned with several test runs before finalizing it for the final simulation. It is found through the simulation of above mentioned scenarios that for low and medium volume levels (V0500, V1000 and V1500), there is no significant difference between the Maintenance of Traffic (MOT) plans for mean throughputs. However, for higher volume levels (V2000 and V2500), late SDLMS with and without VSL produced higher mean throughputs for all compliance rates and truck percentages except when the demand volume was 2,500 vph and compliance of 60%, where it produces the significantly lower mean throughputs. In terms of travel time through the work zone, results indicated that there is no significant difference between MOT types for demand levels of V0500 and V1000 when compliance is 40% or less but for compliance of 60% and more, only demand volume level that is not significantly different from other MOT types is V0500. This study revealed that VSL increases travel time through the work zone. This might be due to non-compliant vehicles that follow the compliant vehicle v ahead unless they find a sufficient gap in adjacent lane to pass the compliant vehicle. It is also found out that VSL makes the system safer at higher volumes (2,000 vph and 2,500 vph). This was observed through safety surrogate measures selected for this study. Another outcome of this study is that the addition of VSL to the dynamic merge systems helps in improving the overall safety of the system by lowering speed variances and deceleration means of the vehicles travelling through the work zone. The passage of traffic through the work zone is made safer when a speed control is integrated to a dynamic merge system. It can be inferred from the simulation results that integrated SDLMS and VSL systems have better performance in terms of traffic mobility and safety than existing individual controls and also show that the integrated SDLMS and VSL system has more potential than each individual systems.

Improving the predictability of airline schedules in the National Airspace System (NAS) has been a constant endeavor, particularly as system delays grow with ever-increasing demand. Airline schedules need to be resistant to perturbations in the system including Ground Delay Programs (GDPs) and inclement weather. The strategic search heuristic proposed in this dissertation significantly improves airline schedule reliability by assigning airport departure and arrival slots to each flight in the schedule across a network of airports. This is performed using a multi-objective optimization approach that is primarily based on historical flight and taxi times but also includes certain airline, airport, and FAA priorities. The intent of this algorithm is to produce a more reliable, robust schedule that operates in today's environment as well as tomorrow's 4-Dimensional Trajectory Controlled system as described the FAA's Next Generation ATM system (NextGen). This novel airline schedule optimization approach is implemented using a multi-objective evolutionary algorithm which is capable of incorporating limited airport capacities. The core of the fitness function is an extensive database of historic operating times for flight and ground operations collected over a two year period based on ASDI and BTS data. Empirical distributions based on this data reflect the probability that flights encounter various flight and taxi times. The fitness function also adds the ability to define priorities for certain flights based on aircraft size, flight time, and airline usage. The algorithm is applied to airline schedules for two primary US airports: Chicago O'Hare and Atlanta Hartsfield-Jackson. The effects of this multi-objective schedule optimization are evaluated in a variety of scenarios including periods of high, medium, and low demand. The schedules generated by the optimization algorithm were evaluated using a simple queuing simulation model implemented in AnyLogic. The scenarios were simulated in AnyLogic using two basic setups: (1) using modes of flight and taxi times that reflect highly predictable 4-Dimensional Trajectory Control operations and (2) using full distributions of flight and taxi times reflecting current day operations. The simulation analysis showed significant improvements in reliability as measured by the mean square difference (MSD) of filed versus simulated flight arrival and departure times. Arrivals showed the most consistent improvements of up to 80% in on-time performance (OTP). Departures showed reduced overall improvements, particularly when the optimization was performed without the consideration of airport capacity. The 4-Dimensional Trajectory Control environment more than doubled the on-time performance of departures over the current day, more chaotic scenarios. This research shows that airline schedule reliability can be significantly improved over a network of airports using historical flight and taxi time data. It also provides for a mechanism to prioritize flights based on various airline, airport, and ATC goals. The algorithm is shown to work in today's environment as well as tomorrow's NextGen 4-Dimensional Trajectory Control setup.

Informetrics study the information flow as a pure information phenomenon. However what are the practical applications of this problem? Information flow can be understood, investigated and managed from different points of view. The most practical one is management approach combined with intuitive analogy. Water flow parallel appears suitable. A conceptual model can be propounded upon this foundation and then used for better illustration of information flow function and key parts. Finally, a good amount of instruments and management methods can be used to manage information flows. So in chosen organization the current state of information flows and contemporary methods of its management are investigated in order to compare the theory and the practice. Concrete suggestions and statements about information flow management are deduced afterwards This paper illustrate possibilities of usage of information flow management in practice. Keywords information flow management - methods of information flow management - information flow model - practical aplications - case study - analogy - induction - Regional research library in Liberec

Introdução: no Brasil, ainda não há legislação específica, em nível nacional, sobre resíduos de equipamentos elétricos e eletrônicos (REEE). Com a regulamentação da Política Nacional de Resíduos Sólidos, as instituições de ensino superior (IES) no país se deparam com a necessidade de criar sistemas de gestão integrada que incluam logística reversa e disposição desses equipamentos ao final de sua vida útil. Objetivo: estudar a geração, fluxo e destino dos REEE de IES e propor diretrizes para a gestão institucional desses resíduos. Estudou-se o caso de duas IES, em dois cenários distintos: A) a Universidade de São Paulo (Brasil), sem influência de legislação específica sobre o tema e que não possui política de resíduos consolidada; B) A Universidade de Cádiz (Espanha), sob influência das Diretivas da União Europeia e de legislação nacional e que conta com política de resíduos e sistemas integrados de gestão de REEE. Método: análise quali/quantitativa em ambas as IES que constou de: I) Diagnóstico da geração, fluxo e destino dos REEE. Técnica utilizada: levantamento dos dados censitários dos bens que sofreram processo de baixa em um período de dez anos, no sistema de informação da Administração Patrimonial; II) Criação de nova base de dados, com inclusão de classificação dos REEE por tipo, peso médio e periculosidade; III) Pesquisa participativa com os responsáveis por setores envolvidos com a gestão interna de REEE; e IV) Observação sistemática, com registros fotográficos e de dados obtidos, em locais de destino de REEE e em nove Sistemas de Gestão Integrada de REEE (SIG-REEE) da Espanha. Resultados: o diagnóstico foi apresentado aos responsáveis por setores envolvidos com a gestão interna desses resíduos nas instituições, com objetivo de coletar sugestões para um plano de gestão de REEE que atendesse às suas necessidades e expectativas. Os resultados desta pesquisa levaram à proposta de diretrizes para a gestão institucional de REEE, orientando a execução das ações de controle de seus impactos econômicos, sociais, ambientais e de saúde de forma integrada e que seja sustentável e possa ser adaptado a quaisquer tipos de instituição, com flexibilidade para atender a diferentes necessidades e realidades. Conclusão: I) Os procedimentos adotados atualmente nas IES estudadas não atendem aos requisitos fundamentais de sustentabilidade. II) Constatou-se que fatores internos determinam os caminhos da gestão externa do REEE. III) As diretrizes propostas para gestão integrada de REEE baseiam-se em três etapas principais: a) planejamento para aquisição do EEE; b) vida útil; c) gestão de REEE. O estudo conclui que para se conseguir um sistema de gestão sustentável e efetivo, é necessário considerar todas as etapas do ciclo de vida do produto, a partir do planejamento para sua aquisição, até seu destino final. Para que o sistema de gestão de REEE em IES seja efetivo, propõe-se a integração da gestão de EEE/REEE / Introduction: in Brazil, there is no specific law at the national level for the disposal of electrical and electronic equipment waste (WEEE). With the National Solid Waste Policy regulations, Higher Education Institutions (HEI) in the country are faced with the need to create integrated management systems that include reverse logistics and disposal of such equipment at the end of its life time. Objective: to study the generation, flow, and destination of WEEE from HEI and propose guidelines for developing an institutional management system for such waste. Two HEIs in two distinct scenarios were analyzed: A) the University of São Paulo (Brazil), which operates without the influence of legislation on the subject and does not have a consolidated waste policy; and B) The University of Cádiz (Spain), which operates under European Union Directives and national legislation, featuring an integrated waste management policy on WEEE. Methods: qualitative/quantitative analyses in both institutions consisted of: i) Diagnosis of the generation, flow, and destination of WEEE based on census data on goods that have undergone a process of decline over a period of ten years in the Administração Patrimonial (Asset Management) information systems; ii) Creation of a new database, which includes the classification of WEEE by type, average weight, and hazard risk; iii) Research with the participation of the responsible parties of the sectors involved with the internal management of WEEE, and iv) Systematic observation, with photographic records and retrieved data from WEEE destinations and from nine Integrated Management Systems of WEEE (SIG-REEE) in Spain. Results: the diagnoses were presented to the responsible parties of the sectors involved with the internal management of such waste in institutions, with the objective of gathering suggestions for a WEEE management system that meets needs and expectations. The results led to the proposal of guidelines for the preparation of an institutional WEEE management plan, to orient the implementation of sustainable practices in order to better control economic, social, environmental, and health impact in an integrated manner that is sustainable and can be adapted to any type of institution, with enough flexibility to meet different needs and realities. Conclusion: I) the procedures currently in effect in HEI do not meet the core requirements of sustainability II) It was noted that internal factors determine the paths of external WEEE management. III) The guidelines proposed in this study for integrated management of WEEE were based on three main stages: a) acquisition of the EEE, b) useful life period; c) WEEE management. The study concludes that to achieve a sustainable and effective management system, it is necessary to consider all stages of the life cycle of a product, from planning to acquisition, to its final destination. The integration of EEE/WEEE management is recommended

This graduation paper deals with the business plan production for the Certified Education Institute, Inc. (ICV) The paper's goal is to consider individual aspects of the business plan in a structured form, to analyze external and internal environment and, based on current and predicted economic data, to design a feasible approach how to improve efficiency and productivity of the Company. The first part describes theoretical base for business plan processing. The second, practical, part contains analysis of external conditions, product description and marketing and business plan. It also deals with management and introduces basic economic assessment. The conclusion reviews individual goals and suggests best course of action towards their realization.

Introdução: no Brasil, ainda não há legislação específica, em nível nacional, sobre resíduos de equipamentos elétricos e eletrônicos (REEE). Com a regulamentação da Política Nacional de Resíduos Sólidos, as instituições de ensino superior (IES) no país se deparam com a necessidade de criar sistemas de gestão integrada que incluam logística reversa e disposição desses equipamentos ao final de sua vida útil. Objetivo: estudar a geração, fluxo e destino dos REEE de IES e propor diretrizes para a gestão institucional desses resíduos. Estudou-se o caso de duas IES, em dois cenários distintos: A) a Universidade de São Paulo (Brasil), sem influência de legislação específica sobre o tema e que não possui política de resíduos consolidada; B) A Universidade de Cádiz (Espanha), sob influência das Diretivas da União Europeia e de legislação nacional e que conta com política de resíduos e sistemas integrados de gestão de REEE. Método: análise quali/quantitativa em ambas as IES que constou de: I) Diagnóstico da geração, fluxo e destino dos REEE. Técnica utilizada: levantamento dos dados censitários dos bens que sofreram processo de baixa em um período de dez anos, no sistema de informação da Administração Patrimonial; II) Criação de nova base de dados, com inclusão de classificação dos REEE por tipo, peso médio e periculosidade; III) Pesquisa participativa com os responsáveis por setores envolvidos com a gestão interna de REEE; e IV) Observação sistemática, com registros fotográficos e de dados obtidos, em locais de destino de REEE e em nove Sistemas de Gestão Integrada de REEE (SIG-REEE) da Espanha. Resultados: o diagnóstico foi apresentado aos responsáveis por setores envolvidos com a gestão interna desses resíduos nas instituições, com objetivo de coletar sugestões para um plano de gestão de REEE que atendesse às suas necessidades e expectativas. Os resultados desta pesquisa levaram à proposta de diretrizes para a gestão institucional de REEE, orientando a execução das ações de controle de seus impactos econômicos, sociais, ambientais e de saúde de forma integrada e que seja sustentável e possa ser adaptado a quaisquer tipos de instituição, com flexibilidade para atender a diferentes necessidades e realidades. Conclusão: I) Os procedimentos adotados atualmente nas IES estudadas não atendem aos requisitos fundamentais de sustentabilidade. II) Constatou-se que fatores internos determinam os caminhos da gestão externa do REEE. III) As diretrizes propostas para gestão integrada de REEE baseiam-se em três etapas principais: a) planejamento para aquisição do EEE; b) vida útil; c) gestão de REEE. O estudo conclui que para se conseguir um sistema de gestão sustentável e efetivo, é necessário considerar todas as etapas do ciclo de vida do produto, a partir do planejamento para sua aquisição, até seu destino final. Para que o sistema de gestão de REEE em IES seja efetivo, propõe-se a integração da gestão de EEE/REEE / Introduction: in Brazil, there is no specific law at the national level for the disposal of electrical and electronic equipment waste (WEEE). With the National Solid Waste Policy regulations, Higher Education Institutions (HEI) in the country are faced with the need to create integrated management systems that include reverse logistics and disposal of such equipment at the end of its life time. Objective: to study the generation, flow, and destination of WEEE from HEI and propose guidelines for developing an institutional management system for such waste. Two HEIs in two distinct scenarios were analyzed: A) the University of São Paulo (Brazil), which operates without the influence of legislation on the subject and does not have a consolidated waste policy; and B) The University of Cádiz (Spain), which operates under European Union Directives and national legislation, featuring an integrated waste management policy on WEEE. Methods: qualitative/quantitative analyses in both institutions consisted of: i) Diagnosis of the generation, flow, and destination of WEEE based on census data on goods that have undergone a process of decline over a period of ten years in the Administração Patrimonial (Asset Management) information systems; ii) Creation of a new database, which includes the classification of WEEE by type, average weight, and hazard risk; iii) Research with the participation of the responsible parties of the sectors involved with the internal management of WEEE, and iv) Systematic observation, with photographic records and retrieved data from WEEE destinations and from nine Integrated Management Systems of WEEE (SIG-REEE) in Spain. Results: the diagnoses were presented to the responsible parties of the sectors involved with the internal management of such waste in institutions, with the objective of gathering suggestions for a WEEE management system that meets needs and expectations. The results led to the proposal of guidelines for the preparation of an institutional WEEE management plan, to orient the implementation of sustainable practices in order to better control economic, social, environmental, and health impact in an integrated manner that is sustainable and can be adapted to any type of institution, with enough flexibility to meet different needs and realities. Conclusion: I) the procedures currently in effect in HEI do not meet the core requirements of sustainability II) It was noted that internal factors determine the paths of external WEEE management. III) The guidelines proposed in this study for integrated management of WEEE were based on three main stages: a) acquisition of the EEE, b) useful life period; c) WEEE management. The study concludes that to achieve a sustainable and effective management system, it is necessary to consider all stages of the life cycle of a product, from planning to acquisition, to its final destination. The integration of EEE/WEEE management is recommended

La Tension dans un Service d’Urgences (SU) est un déséquilibre entre le flux de charge des soins et la capacité de prise en charge sur une durée suffisante pouvant entrainer des conséquences néfastes au bon fonctionnement. Elle se reflète par la surcharge des locaux, l’allongement des délais de traitement et d’attente. Ce qui provoque à la fois l’insatisfaction des patients et l’anxiété du personnel. Cette thèse s’inscrit dans le cadre du projet HOST financé par le programme ANR-TECSAN-2011 afin d’élaborer un Système d'Aide à la Gestion de la Tension (SAGeT) assurant trois objectifs:1. L’évaluation multicritère grâce à une panoplie d’indicateurs agrégés par la logique floue afin de résoudre la subjectivité du ressentie humain de la tension. Chaque scénario d’évaluation déclenche des règles de décision spécifiques ciblant ainsi des points de défaillance à surveiller.2. L’anticipation de la demande sur différents horizons temporels : l’application des méthodes SARIMA et SARIMAX est justifiée par la saisonnalité des chroniques de visites et l’influence de certains paramètres externes (épidémies, vacances, météo). De plus, la qualité de l’information venant de l’historique a été améliorée par une recomposition d’historique basée sur la vraisemblance journalière.3. L’amélioration de la gestion des flux et le pilotage de l’activité puisque l’utilisation de SAGeT comme un tableau de bord offre une vue macro sur l’ensemble de l’activité (lits occupés, patients en attente, durées de passages prévisionnelles et allongements excessifs). Les simulations traitent des vrais scénarios de tension observés entre 2011 et 2013 dans le SU Pédiatriques Jeanne de Flandre du CHRU-Lille. / He strain in an Emergency Department (ED) is an imbalance between the total demand load of healthcare treatment and resources ability to support it during a convenient horizon, which may results negative consequences on the smooth running of the activity. It is reflected by overcrowding, longer treatment and waiting times which causes both patients dissatisfaction and anxiety of personnel. This thesis is part of the HOST project funded by the ANR-TECSAN-2011 program to develop a Management Support System of Strain (MSSS) ensuring three objectives:1. Multi-criteria evaluation through a variety of indicators aggregated by fuzzy logic to solve the subjectivity of the human feeling of strain. Each evaluation scenario involves specific decision rules targeting to supervise failure points.2. Demand forecasting through several time horizons: applying SARIMA and SARIMAX methods is justified by the time series seasonality of visits and the influence of some external parameters (epidemics, holidays, weather). In addition, the quality of the historical information has been improved by a history rebuilding based on the daily likelihood.3. Improving flow management and activity monitoring since the use of MSSS as a dashboard provides a macro view of the whole activity (beds occupied, waiting, estimated length of stay, excessive elongation).The simulations address real strain scenarios observed between 2011 and 2013 in the Pediatric ED Jeanne de Flandre of the Regional University Hospital of Lille (France).

Η εποχή της παγκοσμιοποίησης και του ψηφιακού κόσμου έχει δημιουργήσει ένα νέο είδος κοινωνίας της πληροφορίας και οικονομίας βασισμένης στη γνώση, τα οποία αλλάζουν την ανθρώπινη συμπεριφορά. Αυτό επιδρά σε πολλούς τομείς όπως στην πολιτική, στα οικονομικά και στην κοινωνία. Η τεχνολογία της πληροφορίας και της επικοινωνίας (Information and Communication Technology, ICT), θεωρείται ένα πανίσχυρο εργαλείο που παίζει βασικό ρόλο σ’ αυτές τις αλλαγές. Παρέχει έναν εναλλακτικό τρόπο επικοινωνίας μεταξύ κυβέρνησης και πολιτών μέσω ηλεκτρονικών υπηρεσιών. Αυτές οι υπηρεσίες μπορούν να οδηγήσουν στη διαφάνεια της κυβερνητικής διαχείρισης στο δημοκρατικό κόσμο. Ο όρος Ηλεκτρονική Διακυβέρνηση (Electronic Government, επίσης γνωστός και ως e-gov) αναφέρεται στη χρήση των τεχνολογιών της πληροφορικής και των υπολογιστών ως πλατφόρμα για την ανταλλαγή πληροφοριών, παροχή υπηρεσιών και πραγματοποίηση συναλλαγών με πολίτες, επιχειρήσεις και άλλα σκέλη της κυβέρνησης. Επίσης, η ευρεία χρήση του Διαδικτύου έχει οδηγήσει στην ανάδειξη μιας ποικιλίας ηλεκτρονικών υπηρεσιών, γνωστών ως “e-services”. Τα Ηλεκτρονικά Εισιτήρια, ή αλλιώς “e-Tickets”, αποτελούν παράδειγμα ηλεκτρονικών υπηρεσιών. Γενικά μιλώντας, τα ηλεκτρονικά εισιτήρια είναι αντίστοιχα με τα έντυπα εισιτήρια και αποδεικνύουν ότι ο κάτοχός τους έχει πληρώσει ή δικαιούται μια υπηρεσία, όπως παραδείγματος χάριν είσοδο σε μέρος διασκέδασης, αναβάθμιση λογισμικού μέσω internet, χρήση κάποιου μέσου μαζικής μεταφοράς. Τα έντυπα και τα ηλεκτρονικά εισιτήρια εμφανίζονται επίσης σε συστήματα διαχείρισης ροής πελατών για ιδιωτικούς ή δημόσιους οργανισμούς και επιχειρήσεις που αντιμετωπίζουν το πρόβλημα των μεγάλων ουρών και χρόνων αναμονής. Τέτοιες περιπτώσεις είναι τράπεζες, φαρμακεία, ταχυδρομεία, νοσοκομεία, εμπορικά κέντρα, αστυνομικές υπηρεσίες και υπηρεσίες ευρέσεως εργασίας. Στις περιπτώσεις αυτές, ο πελάτης εισέρχεται στο χώρο υποδοχής, λαμβάνει ένα εισιτήριο και μπαίνει σε μια ουρά αναμονής μέχρι να έρθει η ώρα εξυπηρέτησής του οπότε και ειδοποιείται να προσέλθει στο χώρο εξυπηρέτησης. Τα συστήματα αυτά, παρά τα πλεονεκτήματα που έχουν, παρουσιάζουν κάποιες ελλείψεις οι οποίες μπορούν να συνοψιστούν στις εξής: Ο πελάτης πρέπει να προσέλθει στο χώρο υποδοχής για να λάβει το εισιτήριο, δεν υπάρχει δηλαδή κάποιο σύστημα παραγωγής ηλεκτρονικών εισιτηρίων ώστε ο πελάτης να λαμβάνει ηλεκτρονικά εισιτήρια πριν μεταβεί στους χώρους του οργανισμού ή της επιχείρησης. Επίσης, ο πελάτης πρέπει να περιμένει μέχρι να εξυπηρετηθεί στους χώρους αναμονής του οργανισμού ή της επιχείρησης μιας και δεν υπάρχει σύστημα με το οποίο να ενημερώνεται όποια στιγμή το θελήσει για τον ανανεωμένο χρόνο αναμονής του. Στον τομέα των τραπεζών, οι τραπεζικοί οργανισμοί παρέχουν ένα ευρύ σύνολο ηλεκτρονικών υπηρεσιών που περιλαμβάνουν διαδικτυακές υπηρεσίες και υπηρεσίες μέσω κινητών συσκευών και αφορούν οικονομικές συναλλαγές και υπηρεσίες πληροφόρησης. Στις ηλεκτρονικές υπηρεσίες τους δεν περιλαμβάνονται ωστόσο υπηρεσίες για ηλεκτρονική κράτηση θέσης, μέσω ηλεκτρονικών εισιτηρίων, στις ουρές αναμονής των υποκαταστημάτων τους, για τους πελάτες που θέλουν να εξυπηρετηθούν με αυτόν τον τρόπο. Επίσης δεν υπάρχουν υπηρεσίες που να ενημερώνουν τον κάτοχο ενός ηλεκτρονικού εισιτηρίου όποια στιγμή το θελήσει για τον ανανεωμένο χρόνο αναμονής του. Στα πλαίσια της παρούσας διπλωματικής εργασίας, αναπτύχθηκε ένα ολοκληρωμένο σύστημα εφαρμογών για παραγωγή και εξυπηρέτηση Ηλεκτρονικών Εισιτηρίων. Το ηλεκτρονικό αυτό σύστημα επιτρέπει τη δημιουργία ηλεκτρονικών εισιτηρίων αναμονής και την εξυπηρέτηση των κατόχων τους σε ένα σύστημα εικονικών τραπεζών. Βασικές λειτουργίες του συστήματος είναι η δυνατότητα που δίνει στους χρήστες να αιτούνται ηλεκτρονικά εισιτήρια πριν μεταβούν στους χώρους εξυπηρέτησης μέσω διαδικτυακών εφαρμογών και εφαρμογών για φορητές συσκευές χειρός, όπως επίσης και η δυνατότητα που δίνει στους κατόχους των ηλεκτρονικών εισιτηρίων να ενημερώνονται οποιαδήποτε στιγμή θελήσουν, για τον τρέχοντα χρόνο αναμονής που αντιστοιχεί στο εισιτήριό τους. Το σύστημα αυτό αποτελεί μια από τις πρώτες προσπάθειες όχι μόνο στον τομέα των τραπεζικών οργανισμών αλλά στον ευρύτερο τομέα διαχείρισης ηλεκτρονικών εισιτηρίων για ουρές αναμονής. Η δομή της παρούσας διπλωματικής εργασίας έχει ως εξής: Στο πρώτο κεφάλαιο γίνεται μια εισαγωγή και παρουσίαση της έννοιας της Ηλεκτρονικής Διακυβέρνησης και των διαστάσεών της. Στο δεύτερο κεφάλαιο γίνεται εκτενής αναφορά στις πολιτικές που εφαρμόζονται σε εθνικό και ευρωπαϊκό επίπεδο για την Ηλεκτρονική Διακυβέρνηση. Σε ευρωπαϊκό επίπεδο γίνεται αναφορά στη στρατηγική i2010 και στην πρωτοβουλία e-Europe, ενώ σε εθνικό επίπεδο παρουσιάζεται το πρόγραμμα της Κοινωνίας της Πληροφορίας και η αναπτυξιακή στρατηγική της χώρας μας για το διάστημα 2007 – 2013. Στο κεφάλαιο αυτό παρουσιάζονται και κάποια παραδείγματα από το διεθνή χώρο, βέλτιστων πρακτικών Ηλεκτρονικής Διακυβέρνησης. Στο τρίτο κεφάλαιο δίνεται έμφαση στην κατάσταση που επικρατεί στη χώρα μας σχετικά με την Ηλεκτρονική Διακυβέρνηση. Παρουσιάζεται το «Ελληνικό Πλαίσιο Παροχής Υπηρεσιών Ηλεκτρονικής Διακυβέρνησης και Πρότυπα Διαλειτουργικότητας» και συγκεκριμένα η αρχιτεκτονική του πλαισίου και τα συστατικά του μέρη, καθώς και η έκθεση του World Economic Forum 2007 – 2008. Στο τέταρτο κεφάλαιο γίνεται παρουσίαση της έννοιας των Ηλεκτρονικών Εισιτηρίων και των τομέων εφαρμογής τους. Πιο αναλυτικά παρουσιάζεται ο τομέας εφαρμογής που αφορά στη διαχείριση της ροής των πελατών, με παρουσίαση των δυο πιο γνωστών συστημάτων διεθνώς. Στη συνέχεια γίνεται αναφορά στις υπηρεσίες που παρέχουν σήμερα οι τραπεζικοί οργανισμοί και δίνεται έμφαση στις κατηγορίες ηλεκτρονικών υπηρεσιών, οι οποίες και παρουσιάζονται αναλυτικά. Στο τέλος του κεφαλαίου περιγράφεται η σημερινή κατάσταση στην Ελλάδα στον τομέα των ηλεκτρονικών τραπεζικών συναλλαγών. Στο πέμπτο κεφάλαιο παρουσιάζεται το Ολοκληρωμένο Σύστημα Εφαρμογών για Παραγωγή και Εξυπηρέτηση Ηλεκτρονικών Εισιτηρίων που υλοποιήθηκε στα πλαίσια της παρούσας διπλωματικής εργασίας. Πιο αναλυτικά, παρουσιάζεται η αρχιτεκτονική του συστήματος και τα συστατικά του μέρη: η Βάση Δεδομένων, οι Μηχανισμοί Υπολογισμού Μέσου Χρόνου Αναμονής και Μέσου Χρόνου Εξυπηρέτησης, ο Διαδικτυακός Τόπος, η Τοπική Εφαρμογή PDA, οι Διαδικτυακές Υπηρεσίες εξυπηρέτησης αιτήσεων Διαδικτυακού Τόπου και Τοπικής Εφαρμογής PDA, η Τοπική Εφαρμογή Προσομοίωσης Τραπεζών και η Διαδικτυακή Υπηρεσία εξυπηρέτησης αιτήσεων Τοπικής Εφαρμογής Προσομοίωσης Τραπεζών. Τέλος γίνεται μια σύνοψη των πλεονεκτημάτων του συστήματος και παρουσιάζονται προτάσεις μελλοντικής βελτίωσης. Στο έκτο κεφάλαιο παρουσιάζονται οι τεχνολογίες που χρησιμοποιήθηκαν για την ανάπτυξη του Ολοκληρωμένου Συστήματος Εφαρμογών για Παραγωγή και Εξυπηρέτηση Ηλεκτρονικών Εισιτηρίων. Στο έβδομο κεφάλαιο παρουσιάζεται η βιβλιογραφία στην οποία βασίστηκε η συγγραφή της διπλωματικής εργασίας. / The era of globalization or digital world has created a new kind of information society and knowledge-based economy, which change our human behavior. This has effects on many aspects such as politics, economic, and society. Information and Communication Technology (ICT) is claimed as the powerful tool which plays an important role on those changes. It provides an alternative channel for government and citizens’ communication of new services, e.g. providing information source, collaboration between stakeholders. Such e-Services could lead to transparency of government administration in democracy world. The term Electronic Government (e-Government) refers to the use of information and communication technology to provide and improve government services, transactions and interactions with citizens, businesses, and other arms of government. The widespread use of Internet has recently led to the emergence of a variety of electronic services, also known as “e-services”. Electronic tickets, or e-tickets, are an example of such a class of e-services. Generally speaking, e-tickets are the Internet counterpart of real-world tickets, and give evidence that the holder has paid or is entitled to some service (e.g., entering a place of entertainment, upgrading a software from the Internet). Paper and Electronic Tickets also appear in customer flow management systems for private and public organizations or enterprises, which face the problem of big queues and waiting times. Such cases include banks, pharmacies, post offices, hospitals, shopping malls, police stations, employment services. In these cases, customers enter the reception area, get a ticket and enter a waiting queue until their time to be served arrives. That time, they are informed to enter the service area. These systems, despite their advantages, have a few deficiencies which are summarized below: Customers have to enter the reception area in order to get a ticket. There exists no electronic tickets production system for customers to receive e-tickets before they arrive at the building. Moreover, customers have to wait somewhere in the facilities of the organization or enterprise until they will be served, as there exists no system to inform them whenever they want about their refreshed waiting time. In regard of the banks sector, bank organizations provide a wide variety of e-services which include internet services and services for mobile devices. These services involve financial transactions and information services. However, banks e-services don’t include services for electronic reservations in waiting queues using e-tickets, for customers who want to be served in bank branches. Moreover, banks e-services don’t include services with which e-ticket holders can be informed whenever they want about their refreshed waiting time. In this thesis, an Applications Integrated System for Creating and Servicing e-Tickets was developed. The integrated system allows e-tickets creation and their holders’ service from a set of virtual banks. The system’s basic functionality includes e-tickets creation, via internet applications and applications for mobile devices, before customers reach the servicing area, as well as informing e-ticket holders, whenever they want, about their refreshed waiting time. The integrated system constitutes one of the first attempts, not only in the bank organizations sector, but in the wider sector of managing e-tickets for waiting queues. The thesis structure is organized as follows: The first chapter introduces and presents the concept of e-Government and its aspects. The second chapter includes a comprehensive reference to the European and National policies for e-Government. The European policies include the strategy i2010 and the e-Europe initiative, while the national policies include the Operational Program of Information Society and developmental strategy for years 2007 – 2013. This chapter also includes best practices of e-Government in the international arena. The third chapter revolves around the current situation in our country regarding e-Government. The “Greek Framework for e-Government Services Provision and Interoperability Templates” is presented and distinctly, the architecture and the various components of the framework, as well as the exhibition of the World Economic Forum 2007-2008. The fourth chapter presents the concept of e-ticket and its application domain. Namely, the application sector concerning customer flow management is described, followed by the two most important systems worldwide. Next, the services provided by banks are reported, laying emphasis on the categories of e-services, which are presented thoroughly. In the end of the chapter, the current status in the domain of electronic bank transactions in Greece is presented. The fifth chapter presents the Integrated System for Creating and Servicing e-Tickets which was developed for this thesis. More explicitly, the chapter presents the system architecture and all of its components: the Database, the Mean Waiting Time and Servicing Time Computing Mechanisms, the Web Site, the PDA Local Application, the Web Services for servicing requests made by the Web Site and the PDA Local Application, the Banks Simulation Local Application, the Web Service for servicing requests made by the Banks Simulation Local Application. In the end, the chapter summarizes the Integrated System’s advantages and presents proposals for future improvements. The sixth chapter presents the technologies being used for the development of the Integrated System for Creating and Servicing e-Tickets. The seventh chapter presents the bibliography in which the composition of this thesis was based.

This diploma thesis uses the relevant methods of short-term financial planning in the specific environment of a department of a software house branch-office of Siemens in Brno. The practical output is a software application that improves the process of short-term financial planning in this department.