Les workflows sont des systèmes typiques traitant le big data. Ces systèmes sont déployés sur des sites géo-distribués pour exploiter des infrastructures cloud existantes et réaliser des expériences à grande échelle. Les données générées par de telles expériences sont considérables et stockées à plusieurs endroits pour être réutilisées. En effet, les systèmes workflow sont composés de tâches collaboratives, présentant de nouveaux besoins en terme de dépendance et d'échange de données intermédiaires pour leur traitement. Cela entraîne de nouveaux problèmes lors de la sélection de données distribuées et de ressources de stockage, de sorte que l'exécution des tâches ou du job s'effectue à temps et que l'utilisation des ressources soit rentable. Par conséquent, cette thèse aborde le problème de gestion des données hébergées dans des centres de données cloud en considérant les exigences des systèmes workflow qui les génèrent. Pour ce faire, le premier problème abordé dans cette thèse traite le comportement d'accès aux données intermédiaires des tâches qui sont exécutées dans un cluster MapReduce-Hadoop. Cette approche développe et explore le modèle de Markov qui utilise la localisation spatiale des blocs et analyse la séquentialité des fichiers spill à travers un modèle de prédiction. Deuxièmement, cette thèse traite le problème de placement de données intermédiaire dans un stockage cloud fédéré en minimisant le coût de stockage. A travers les mécanismes de fédération, nous proposons un algorithme exacte ILP afin d’assister plusieurs centres de données cloud hébergeant les données de dépendances en considérant chaque paire de fichiers. Enfin, un problème plus générique est abordé impliquant deux variantes du problème de placement lié aux dépendances divisibles et entières. L'objectif principal est de minimiser le coût opérationnel en fonction des besoins de dépendances inter et intra-job / The typical cloud big data systems are the workflow-based including MapReduce which has emerged as the paradigm of choice for developing large scale data intensive applications. Data generated by such systems are huge, valuable and stored at multiple geographical locations for reuse. Indeed, workflow systems, composed of jobs using collaborative task-based models, present new dependency and intermediate data exchange needs. This gives rise to new issues when selecting distributed data and storage resources so that the execution of tasks or job is on time, and resource usage-cost-efficient. Furthermore, the performance of the tasks processing is governed by the efficiency of the intermediate data management. In this thesis we tackle the problem of intermediate data management in cloud multi-datacenters by considering the requirements of the workflow applications generating them. For this aim, we design and develop models and algorithms for big data placement problem in the underlying geo-distributed cloud infrastructure so that the data management cost of these applications is minimized. The first addressed problem is the study of the intermediate data access behavior of tasks running in MapReduce-Hadoop cluster. Our approach develops and explores Markov model that uses spatial locality of intermediate data blocks and analyzes spill file sequentiality through a prediction algorithm. Secondly, this thesis deals with storage cost minimization of intermediate data placement in federated cloud storage. Through a federation mechanism, we propose an exact ILP algorithm to assist multiple cloud datacenters hosting the generated intermediate data dependencies of pair of files. The proposed algorithm takes into account scientific user requirements, data dependency and data size. Finally, a more generic problem is addressed in this thesis that involve two variants of the placement problem: splittable and unsplittable intermediate data dependencies. The main goal is to minimize the operational data cost according to inter and intra-job dependencies

現今的應用系統中常會有橫跨性(Cross-Cutting)的程式模組存在，這類程式模組包括：日誌記錄、授權認證、資料永存性等，而這種程式模組在系統中若沒有被區分抽離出來，常常會導致系統重複出現與主要功能需求無關的程式碼，除此之外，這些橫跨性需求的程式碼還會與主要功能需求程式碼糾結在一起，造成程式碼夾雜不清的現象。在工作流程(Workflow)的開發過程中也有著相同的問題。為了解決上述的問題，本研究以JBoss jBPM(Java Business Process Manage- ment)為基礎平台，將剖面導向程式設計(Aspect-Oriented Progra- mming)的觀念與技術運用在工作流程的領域中，使流程設計人員能夠利用AOP的方式來解決橫跨性需求的模組化問題，並且利用靜態織入方法，改善jBPM工作流程引擎進行剖面流程在織入時的效能。 / Cross-cutting concerns are those system design issues that cut across the various modules of an application and are typically foundational system services that we need to consider before diving into building an application. Most common among these are logging, authentication, authorization, and persistence. Cross-cutting concerns always cause program code to be scattered and tangled, and therefore make it harder to understand and maintain. Similar problem also occurs in the field of workflow. In our research, we apply the concept of aspect-oriented programming(AOP) to the field of workflow system, and implement a static weaver for jBPM. With static weaver, process designer can use the facilities of AOP, and the performance is also improved via static weaving .

Der Nutzen von Telemedizin und Telecare/Homecare ist heute nicht mehr umstritten. Es existiert eine große Anzahl von Lösungen und Konzepten. Zum Teil werden sie bereits in der Routine eingesetzt. Die Systeme sind in der Regel vom Typ "stand-alone" bzw. "Insellösung". Ansätze einer Plattformtechnologie sind bei einigen Systemen erkennbar. Gemeinsame Probleme der vorhandenen Lösungen liegen im Bereich fehlender Standardisierung von Dateninhalten und Verfahren sowie einer soliden gesetzlichen und abrechnungstechnischen Grundlage. Von diesem Zustand bis zum flächendeckenden Einsatz von Telemedizin/Telecare ist noch ein weiter Weg. Die vorliegende Arbeit beschäftigt sich vorwiegend mit einem Teilaspekt dieses breiten Themas. Es ist die Frage, wie Telemedizin und Telecare sich optimal in den Arbeitsablauf eines Allgemeinmediziners integrieren lassen. Die Analyse zeigte, dass die Probleme in folgenden Bereichen zu finden sind: * Fehlende allgemeine und internationale Telemedizin-Plattform * Fehlende zentrale elektronische Patientenakte * Unzureichende Offenheit der Praxissoftware * Unzureichende Ko-Existenz von herkömmlichen und telemedizinischen Lösungen * Unzureichende gesetzliche und abrechnungstechnische Grundlage Folgerichtig muss ein Anforderungskatalog aufgestellt werden, der hilft, diese Mängel zu beseitigen. Auf der Basis dieses Anforderungskatalogs wurde ein Konzept entwickelt, in dessen Zentrum die allgemein-medizinische Praxis steht. Im Hintergrund der Praxis ist eine auf vorhandenen Standards fußenden Plattform, die eine flächendeckende Kommunikation aller Teilnehmer ermöglicht, vom Patienten über den Arzt bis zur Fachklinik, Apotheke und Kassenärztlichen Vereinigung sowie Versicherungen. Der Anschluss der Praxissoftware an diese Plattform ist eine wesentliche Voraussetzung zur Implementierung. Ein wichtiger Bestandteil des Konzeptes ist der Vorschlag einer international anerkannten Ontologie (UMLS), die neben der Vereinheitlichung der Dateninhalte auch bei der Internationalisierung helfen wird. Hier werden die gesetzlichen Aspekte nur soweit behandelt, als sie der klaren Vorgabe der Konzeption dienen. Die Implementierung ist nicht in einem Schnellgang möglich. Der Grund liegt darin, dass hier neben den in der Regel langwierigen Gesetzgebungsprozessen eine große Anzahl von Verbänden Mitbestimmung geltend macht, deren Interessen oft in entgegengesetzte Richtungen wirken. Es wird daher notwendig sein, die Einführung erstens schrittweise und zweitens immer im Gleichschritt mit diesen Organen zu gestalten. Ist dies jedoch gelungen, eine solche Plattform zu etablieren, so ergibt sich hieraus ein breites Spektrum von Anwendungsgebieten, wie ein weltweites Gesundheitssystem, bei dem der Patient überall auf der Welt die gleiche medizinische Behandlung wie in seinem Heimatland erfährt. / Today there is no question that telemedicine and telecare/homecare can provide benefit to their users. A large number of such systems are available. Partially they are used for daily works. Normally they are stand-alone, without an underlying platform. In the last few years one can recognize the beginning of a platform technology. The most common problems of existing solutions are caused by the lack of standardisation of data items and procedures, the lack of a reliable legal basis and billing possibilities. It is a long way to go to get the telemedicine/telecare running. This document describes a sub-aspect of the large topic telemedicine/telecare. It includes the question how one can integrate telemedicine/telecare into the daily workflow of a private doctor office. The system analysis shows that problems occurring during the integration can be subdivided into following topics: * Lack of a general and international telemedicine platform * Lack of a generally accepted electronic patient record * Lack of a interoperability of the medical information systems * Lack of a harmonized co-existence of telemedicine and medical works * Lack of a legal basis and billing possibilities As a consequence of the analysis` results a catalogue of requirements must be established which provides the basis for a system concept. The central point of the concept must be the doctor office. Its background should be a set of standards which establishes the platform for the communication between every participant to the telemedicine: patients, doctors, clinics, pharmacy, medical invoice organisations and insurance companies. The most essential requirement to implement this platform is the connection of the IT equipment in private doctor offices to the applications and databases of the platform. The key feature of the proposed concept is the integration of a international accepted ontology. We recommend the UMLS concept of the NIH. UMLS provide a set of standardized terms, the so called "concepts", and the possibilities to implement multilingual applications. In this document legal aspects are discussed only if they can contribute to the construction of the platform. Due to the never ending legislative process and the opposite interest of the participants to the platform a high-speed implementation of the platform can not be expected. A stepwise implementation which continuously accompanies the legislative processes is therefore required. However based on a successful implementation of the platform the gate is open to a large range of applications in a widely used healthcare system which can provide medical care to every patient at any time and at any location - worldwide - on the same quality level like in his home country.

Le bloc opératoire est au coeur des soins délivrés dans l'hôpital. Suite à de nombreux développements techniques et médicaux, il devient équipé de salles opératoires hautement technologiques. Bien que ces changements soient bénéfiques pour le traitement des patients, ils accroissent la complexité du déroulement des opérations. Ils impliquent également la présence de nombreux systèmes électroniques fournissant de l'information sur les processus chirurgicaux. Ce travail s'intéresse au développement de méthodes statistiques permettant de modéliser le déroulement des processus chirurgicaux et d'en reconnaitre les étapes, en utilisant des signaux présents dans le bloc opératoire. Nous introduisons et formalisons le problème consistant à reconnaitre les phases réalisées au sein d'un processus chirurgical, en utilisant une représentation des chirurgies par une suite temporelle et multi-dimensionnelle de signaux synchronisés. Nous proposons ensuite des méthodes pour la modélisation, la segmentation hors-ligne et la reconnaissance en-ligne des phases chirurgicales. La méthode principale, une variante de modèle de Markov caché étendue par des variables de probabilités de phases, est démontrée sur deux applications médicales. La première concerne les interventions endoscopiques, la cholécystectomie étant prise en exemple. Les phases endoscopiques sont reconnues en utilisant des signaux indiquant l'utilisation des instruments et enregistrés lors de chirurgies réelles. La deuxième application concerne la reconnaissance des activités génériques d'une salle opératoire. Dans ce cas, la reconnaissance utilise de l'information 4D provenant d'un système de reconstruction multi-vues / The department of surgery is the core unit of the patient care system within a hospital. Due to continuous technical and medical developments, such departments are equipped with increasingly high-tech surgery rooms. This provides higher benefits for patient treatment, but also increases the complexity of the procedures' workflow. This also induces the presence of multiple electronic systems providing rich and various information about the surgical processes. The focus of this work is the development of statistical methods that permit the modeling and monitoring of surgical processes, based on signals available in the surgery room. We introduce and formalize the problem of recognizing phases within a workflow, using a representation of interventions in terms of multidimensional time-series formed by synchronized signals acquired over time. We then propose methods for the modeling, offline segmentation and on-line recognition of surgical phases. The main method, a variant of hidden Markov models augmented by phase probability variables, is demonstrated on two medical applications. The first one is the monitoring of endoscopic interventions, using cholecystectomy as illustrative surgery. Phases are recognized using signals indicating tool usage and recorded from real procedures. The second application is the monitoring of a generic surgery room workflow. In this case, phase recognition is performed by using 4D information from surgeries performed in a mock-up operating room in presence of a multi-view reconstruction system

隨著資訊科技的日新月異與網際網路的普及應用，各企業在面臨全球化的競爭環境下，皆積極尋求應用先進的資訊技術，力求創新與躍進，以期用最有限的資源創造企業最大的效益。對以客戶服務為主的壽險業而言，隨著新契約快速成長、產品多樣化、行銷管道多元化，壽險業所面臨的挑戰與競爭亦隨之加劇，因此，保險公司除了業務推廣外，更須加快求新求變的腳步，提供更創新、更超乎預期的客戶服務，還要兼顧營運成本管控，才能在瞬息萬變的金融保險市楊，持續保有競爭優勢。 本研究主要探討個案公司的新契約作業，在面臨業務量急速成長又要兼顧成本/利潤而無法同步大幅增加人力下，如何突破作業瓶頸，以及面臨每一階段的困難與挑戰時，如何事先評估風險與因應措施，並運用科技技術及專業團隊來大幅提升服務品質與作業效率。並且探討個案公司在完成每個階段的變革後，如何分析專案的執行成效，又如何持續提出還可再提昇改善的事項、問題以及未來可能的發展方向。個案公司的新契約作業演進過程摘要如下： 1.由於早期的人工作業已難以負荷大幅成長的業務量，故個案公司於1992年建置了「自動化核保系統」(Underwriting Automation)。然在專案推動過程中，面臨了〝如何建置完善的自動化系統〞、〝如何在兼顧成本與流程順暢下，決定最佳的系統建置方式〞及〝如何讓人員接受作業改造〞的問題， 透過專案小組以使用者的角度規劃系統流程，並且不斷地與相關人員進行充份溝通與宣導後，終於獲得所有人員的認同與支持。透過自動核保系統，不僅解決因業務量急速成長所面臨的作業瓶頸，也大幅提昇核保效率、降低人為核保錯誤率並且節省人力成本。 2.Underwriting Automation系統雖已提昇核保/發單效率，但仍面臨因產品的多元化以致業務員反應記不了這麼多的投保規則、以及無法在與客戶洽談保險當時即提供保戶確定的核保結果，因此，個案公司於2001年建置了「線上快速投保系統」(e-Application)。然在專案推動過程中，須克服的問題是〝如何提昇業務員使用系統的意願〞，透過專案小組不斷地與業務員進行溝通、並不斷地修正系統與持續地教育訓練及推廣，終於將e-Application系統使用率提昇到98%。透過e-Application系統，業務員不再有投保規則複雜的困擾，且不論上班/下班時間或例假日，都可隨時經由網際網路(internet)在客戶所在之處完成e受理、e核保，提供保戶即時的保障承諾，大幅提昇業務員的保險專業形象及行銷便利性。 3.e-Application系統雖可立即獲得核保結果，惟業務員仍須將要保文件寄達分公司才能處理後續作業。再加上投資型商品熱賣且作業較傳統型商品複雜，致核保人員的作業負荷增加。為了大幅提昇作業效率且運用有限的人力資源發揮最大的效益，個案公司於2006年建置了「影像線上作業系統」（Image ＆ Workflow）。然在專案推動過程中，面臨了〝如何改變核保人員的作業習慣 〞、〝如何將分公司人力順利移轉至簡易作業中心〞等問題，專案小組透過不斷地溝通及訓練，協助核保人員適應全程線上作業的變革；並提早一年與分公司溝通及規劃人力移轉事宜，讓人力及作業能夠順利移轉。透過Image ＆ Workflow系統，其快速便捷的e化流程，5秒鐘即可傳遞要保文件影像，不僅有效改善新契約受理高峰量之人力及作業負荷問題，且簡易案件的分流已大幅提昇核保效率且降低行政作業成本，並使核保員可更專注於複雜案件的處理與溝通，提供保戶及業務員更優質的核保服務。 保險是永續經營的服務事業，因此，流程變革是保險公司必須與時俱進且持續研討的重要課題。本研究藉由個案公司流程變革的過程、經驗及成效的分享，建議小型壽險公司推動核保自動化/影像化、中大型壽險公司全面e化/影像化/無紙化，並建議個案公司在邁入e化、影像化、無紙化的流程後，針對仍須仰賴人工處理的輸入作業，以及體檢核保人員養成不易的問題，可再進一步研議如何運用更精進的文字辨識技術與醫務專家系統，同時結合相關產業資源，採分階段方式逐步建置更科技化的系统平台，讓新契約作業邁向更快速、更專業的服務新里程。 / Along with the time evolution, the application of high technology and the spread of Internet are popular. The companies, currently are facing the competition environment in the era of globalization, all are looking for the modern technology aggressively to improve their service / operation in creative innovation way and to achieve the maximum benefit with limited resources. For the insurance companies, whose main focus is to provide customer service, they are facing more and more dramatic challenges and strict competition as the rapid growth of new business, variety of products, and diversity of promotion methods. Therefore, to maintain competitive advantage in the fast-changing financial-insurance market, the insurance companies need to strive for accelerated changes newly (as called re-engineering) not only to provide the innovative service which is beyond customer’s expectation, but also to manage the operation cost, besides promoting new business. This thesis is a case study of the new business process of the insurance company. It showed us how to break the process bottleneck, while the company faced the difficult situation that the business volume grown rapidly but no enough manpower can be added considered the cost/benefit justification. In addition, while the insurance company faced the difficulties and challenges of processing new business in each phase, how to evaluate the risks in advance and the corresponding countermeasures, adopting technology and professional team work to enhance the service quality and the operation efficiency. In these topics, we also discussed about how to evaluate the outcomes of re-engineering in each phase, included the way of reviewing the achievements / benefits of projects, continuously identifying the issues that can be improved, and the future development direction. The summary of the new business process evolution of the insurance company as below, 1.Considered the previous manual process barely handled the loading along with the huge growth of business volume, the insurance company implemented the Underwriting Automation system in 1992 to release the work load. However, the company faced several problems as “how to implement a comprehensive automation system”, “how to decide the best implementation way to achieve the objectives of that the cost is justified and the flow is smooth”, and “how to let the user to accept the process re-engineering”. Through planed the system workflow from user’s point of view and keep fully communicating with the stakeholders by the project team, this project gained all the stakeholders’ recognition and support eventually. By using the Underwriting Automation system, not only the process bottleneck caused by the huge growth of business volume can be solved, but also can large improved the underwriting efficiency, decreased the manual underwriting error rate, and saved the manpower cost. 2.Even though the Underwriting Automation system had improved the efficiency of underwriting and policy issuing, the agent still complained that they cannot remember so many underwriting rules and unable to provide the confirmed underwriting result timely when they sell the insurance product in front of the customer. Therefore, the company implemented e-Application system in 2001. However, the project team had to overcome the problem as “how to promote agent’s usage on this system” during the project implementation period. Through keep fully communicating with the agent, continuously enhanced the system features, training and promotion by the project team, the e-Application system usage rate finally raised up to 98%. By using the e-Application system, not only the agent’s persecution caused by the complex underwriting rule can be solved, but also can promise the protection to the customer in time as soon as the agent completed the e-submit, e-underwriting on customer site through the internet anytime. The professionalism and convenience of sales were big improved. 3.Even though e-Application can reply with the underwriting result immediately, the agent still need to mail out the signed copy of the application documents back to branch office for further process. Furthermore, the hot sale of Investment Link Product (ILP) and more complicated process of ILP product than the traditional product that caused the underwriter work load increased. In order to improve the operation efficiency and elaborate the best effectiveness under the limited human resource, the insurance company implemented the Image & Workflow system in 2006. However, the company faced several problems as “how to change the usual practice of underwriter”, “how to smoothly transfer the manpower from branch to the simple processing center” during the project implementation period. The project team was not only keep training and fully communicating with the underwriter, helped them accommodate to the change to entire on-line process, but also well planed the transformation and communicated with the branches one year ahead to smooth out the transfer of process and manpower. By using the Image & Workflow system, the fast convenient auto-flow that enable the document image be delivered in five second, not only can effectively solve the work load problem caused by the new business peak volume., but also can separate the simple case process to improve the underwriting efficiency and lower the operation cost. So the underwriter can more focus on the complicated case handling and communication to provide the best underwriting service quality to the agent and customer. Since insurance is the business of providing sustainable service, the process re-engineering is important task to the insurance company and has to be examined and modified concurrently with the times. In this thesis, with sharing with the experience and the achievement of the insurance company’s re-engineering process, it is suggested to implement the underwriting automation and imagelization within the small scale of insurance company, and fully implemented the electronic, imagelizing and paperless process within the medium or large scale of insurance company. After the insurance company had done the process re-engineering in electronic, imagelizing and paperless ways, it is also suggested that for those key-in works still rely on the manual process and the difficulties of developing and training medical underwriting personnel, the company can further study how to apply more advanced handwriting identification (OCR) technology and medical specialist system to solve the problems. Through utilizing the resource from the related industries to implement the highly technological system platform by phases, so as to the new business process toward more rapid and professional service milestone.

本研究是要探討IT硬體服務專案的管理過程，因硬體系統專案建置計劃 在時間上總是被壓縮的，因此有效的專案管理是解決專案過程的變更及不確定性，運用先期的溝通取得共識，並提供專案即時資訊給客戶，可以讓客戶事先了解專案遇到障礙，縮短彼此溝通的時間，進而使案件順利進行，更能得到客戶的滿意。 在本文有提到專案管理的各種流程方法，關於專案主要議題，最重要的是關於管理人的問題，專案的成功就是人在專案的掌控，只要責任工程師(Owner)在專案進行中能有能力做一位控盤手在加上有一套完善的專案流程控管系統，則專案要產生大狀況、變更、延誤的機率就可降低很多，如本文個案為例就是施行嚴格的專案控管，專案進行期間雖有小狀況發生但都很快速的解決，建置期及實際演練期只耗用2個月就完成驗收，也不影響客戶的業務營運有中斷現象。 本研究強調協同運作，在專案進行中，必須讓專案團隊是認同在Virtual Team的結構下，將專案執行資訊隨時發佈讓Virtual Team所有組織成員都能瞭解專案進行狀況，適時加入修正偏差，且適時提出解決方案措施。本研究重心也在一個專案管理施作過程中驗證，將專案管理要素中的架構、程序、時間結果等等，透過一套專案管理流程系統和客戶的高層、決策者，在取得一定的共識後，立刻將專案過程進度即時資訊顯示讓客戶瞭解，而專案管理團隊也充份發揮專案技術能力完成專案，讓專案驗收，且獲得客戶對專案品質的最高滿意度。 / This study is for investigating the management process of IT hardware services projects。 Since the time is always in shortage for those hardware system project implementation plans，project management is an effective way to solve the problems related to project process changes and uncertainties。 Utilizing prior communication to reach a common view and providing real time project information can allow customers to know the project status and problems in advance and shorten the communication time。In addition，the projects can then be processed on schedule and customers can be better satisfied。 In this paper，various workflow methods of project management are mentioned。In regards to the issues related to projects，the most important thing is the problems associated with the project manager。 The success of a project relied on the managerial skills。As long as the responsible owner of a project has the ability to administrate the project and uses a complete project management and control system, the chances of large problems、alternations and delays will be lower significantly。The case on this paper can be used as an example of rigid implementation of project management。Although there were small issues during the project，problems got solved quickly。 Setup and configurations period and live testing period only took two months to credit the customer acceptance。No operation interruption had occurred on the customer side。 This study emphasizes on collaboration。 In the progress of the project， we must make sure that members of the project cooperate in the infrastructure of Vitual Team，We fully disclose the information of the project implementation so that members of Virtual Team have a fully understanding of the project progress and status。Timely adjustments can be applied。In addition，proper solutions can be offered。The essential points of this study is verified during a project implementation。Via a project management system，information of a project such as infrastructure、process、and time is provided for customer's top management and decision makers。After reaching a consensus，we immediately provide information to the customer。Moreover，the project management team work professionally with proficient skills to finish the project and credit the project acceptance。The customer is earned with highest satisfactions in terms of project quality。

La mondialisation, la croissance continuelle des tailles des entreprises et le besoin d'agilité ont poussé les entreprises à externaliser leurs activités, à vendre des parties de leurs procédés, voire même distribuer leurs procédés jusqu'à lors centralisés. En plus, la plupart des procédés métiers dans l'industrie d'aujourd'hui impliquent des interactions complexes entre un grand nombre de services géographiquement distribués, développés et maintenus par des organisations différentes. Certains de ces procédés, peuvent être très complexes et manipulent une grande quantité de données, et les organisations qui les détiennent doivent faire face à un nombre considérable d'instances de ces procédés simultanément. Certaines même éprouvent des difficultés à les gérer d'une manière centralisée. De ce fait, certaines entreprises approuvent le besoin de partitionner leurs procédés métiers d'une manière flexible, et être capables de les distribuer d'une manière efficace, tout en respectant la sémantique et les objectifs du procédé centralisé. Le travail présenté dans cette thèse consiste à proposer une méthodologie de décentralisation qui permet de décentraliser d'une manière optimisée, générique et flexible, des procédés métiers. En d'autres termes, cette approche vise à transformer un procédé centralisé en un ensemble de fragments coopérants. Ces fragments sont déployés et exécutés indépendamment, distribués géographiquement et peuvent être invoqués à distance. Cette thèse propose aussi un environnement pour la modélisation des chorégraphies de services web dans un langage formel à savoir le calcul d'événements.

<p>The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly. The primary objective for an efficient customer support is to provide quick answers and solutions to achieve customer satisfaction.</p><p>This master thesis aims to examine how the support and case management process can be improved for smaller software companies with customer support. The thesis deals with four issues: how should the support process be designed in smaller software companies, which important aspects must be considered in the support-handling process, how can a case management system contribute to a better customer support and what is the customer role in the management process.</p><p>Case company for this thesis has been Medius in Linköping, which is a provider of process-related IT support. Interviews have been conducted with both employees at Medius and customers to Medius.</p><p>The thesis has resulted in a framework and a recommendation for how efficient customer support should be handled in a small software company. To obtain an efficient customer support it is important that the client knows how the customer support should be contacted and what information is required. It should be possible for the customer to contact the customer support through multiple communication channels. The customer support has to work efficiently internally. It is important to prioritize, escalate and document tasks. Between the customer support and the customer, it is beneficial to have a satisfactory communication with regular feedback. Ultimately, it is also important to regularly measure and evaluate the customer support service in order to maintain efficient customer support.</p><p>A case management system that supports the business is required for the customer support. The case management system is needed to solve problems faster and to provide the support with an overview of the business. A case management system also acts as a knowledge database with relevant information.</p><p>This thesis work has combined existing frameworks and theories about customer support. This has been supplemented with interviews in order to adapt the framework to smaller software companies. An efficient customer support is achieved by using the authors' framework and recommendations.</p> / <p>Målet med kundsupport är att hjälpa sina kunder uppnå maximalt värde i deras tjänster och produkter. Kundsupporten är ett företags ansikte utåt, vilket innebär att det är viktigt att ge kunden en positiv upplevelse och leva upp till kundens förväntningar. Effektiv kundsupport har blivit allt viktigare och studier visar att de kunder som lämnar företag gör det på grund av dålig service. Kundernas ökade krav på högre kvalité och enklare tillgång till service har lett till att företag måste inse vikten av att tillfredställa varje enskild kund. Det är viktigt att varje enskild kund erhåller den uppmärksamhet som krävs och att kundens behov tillgodoses snabbt och felfritt. Det primära för en effektiv kundsupport är att ge snabba svar och lösningar för att uppnå kundnöjdhet.</p><p>Det här examensarbetet syftar till att undersöka hur support- och ärendehanteringsprocessen kan förbättras för mindre mjukvaruföretag med kundsupport. Examensarbetet behandlar fyra frågeställningar: hur bör supportprocessen utformas i ett mindre mjukvaruföretag, vilka viktiga aspekter ska beaktas i supporthanteringsprocessen, betydelsen av ett ärendehanteringssystem samt kundens roll i supporthanteringsprocessen.  </p><p>Fallföretaget för det här examensarbetet har varit Medius i Linköping som är en leverantör av processrelaterat IT-stöd. Intervjuer har genomförts med såväl anställda på Medius som kunder till Medius.</p><p>Examensarbetet har resulterat i ett ramverk samt en rekommendation för hur effektiv kundsupport ska hanteras i ett mindre mjukvaruföretag. För att kundsupporten i ett mindre mjukvaruföretag ska fungera effektivt krävs att kunden vet hur kundsupporten ska kontaktas och vilken information som ska tillhandahållas. Det ska vara möjligt för kunden att kontakta kundsupporten via flera olika kommunikationskanaler. Kundsupporten ska i sin tur fungera effektivt internt. Det är viktigt att prioritera, eskalera och dokumentera ärenden på ett korrekt sätt. Mellan kundsupporten och kunden ska det finnas en tillfredställande kommunikation med regelbunden återkoppling. I slutändan är det viktigt att regelbundet mäta och utvärdera kundsupportens servicenivåer för att kunna upprätthålla en effektiv kundsupport.</p><p>För att kundsupporten ska kunna fungera effektiv internt krävs ett ärendehanteringssystem som stödjer verksamheten. Ett ärendehanteringssystems behövs för att kunna lösa problem snabbare och för att ge supporten en överblick över verksamheten. Ärendehanteringssystemet fungerar också som en kunskapsdatabas med relevant information.</p><p>Det här examensarbetet har kombinerat befintliga ramverk och teorier kring kundsupport. Detta har kompletterats med intervjuer för att anpassa ramverket till det mindre mjukvaruföretaget. Genom att använda författarnas ramverk och rekommendationer kommer en effektiv kundsupport att erhållas.</p>

Les travaux de cette thèse portent sur :<br />− la proposition d'algorithmes de simulation distribuée conservative de modèles DEVS / G-DEVS,<br />− la définition et la réalisation d'un environnement de modélisation & simulation (M&S) G-DEVS com-patible HLA implémentant les algorithmes proposés,<br />− l'application de l'environnement à la M&S de Workflow.<br />Dans un premier temps, nous avons introduit un composant coordinateur racine G-DEVS distribué, incluant un algorithme de communication avec le RTI HLA basé sur le mécanisme de synchronisation conservative et utilisant un Lookahead positif. Nous avons ensuite proposé deux algorithmes originaux pour le calcul d'un Loo-kahead relatif à l'état courant d'un modèle G-DEVS. Ces algorithmes, basés sur l'analyse du domaine de varia-tion de la fonction « durée de vie » du modèle, augmentent les performances de la simulation distribuée comme l'illustrent les expériences menées.<br />Basé sur ces approches, nous avons développé un environnement de M&S distribué G-DEVS / HLA. Cet environnement a été intégré à une application de Workflow. Les possibilités offertes par l'environnement ont été illustrées par l'étude de cas réels d'entreprises.

Vor dem Hintergrund sich immer schneller und stärker wandelnder Marktbedingungen gelten Netzwerke als die Unternehmensform des 21. Jahrhunderts. Sie erlauben insbesondere kleinen und mittelständischen Unternehmen die Erhaltung und Erhöhung ihrer Wettbewerbsfähigkeit durch gezielte Kooperation und Bündelung ihrer Kompetenzen. Unternehmen benötigen dafür entsprechende Methoden und Instrumentarien. Diese stehen neben Theorien und Modellen im Mittelpunkt der wissenschaftlichen Arbeiten des Sonderforschungsbereiches (SFB) 457 „Hierarchielose regionale Produktionsnetze“ an der Technischen Universität Chemnitz. Zum nunmehr fünften Male findet am 14. und 15. September 2006 die Fachtagung „Vernetzt planen und produzieren – VPP 2006“ statt. Es werden auch in diesem Jahr die aktuellen Ergebnisse des SFB 457, weiterer nationaler und internationaler Forschungsarbeiten und -projekte auf dem Gebiet der Netzwerkforschung sowie Erkenntnisse und Erfahrungen der praktischen Umsetzung durch die Industrie von Wissenschaftlern und Praktikern vorgestellt und diskutiert. Als Referenten der Plenarveranstaltung werden Herr Prof. Kuhn von der Universität Dortmund, Herr Prof. Westkämper von der Universität Stuttgart, Herr Prof. Herzog von der Universität Bremen, Herr Prof. Nyhuis von der Universität Hannover und Herr Prof. Smirnov von der Russischen Akademie der Wissenschaften Sankt Petersburg in ihren Beiträgen verschiedene Aspekte von Netzwerken thematisieren. Neben den schon traditionellen Workshops zu verschiedenen Themenbereichen des Bildens und Betreibens von Netzwerken wird in diesem Jahr ein zusätzlicher Workshop zum Thema „Netzwerke und Cluster in der brasilianisch-deutschen Zusammenarbeit“ stattfinden. Dieser ist Teil des Besuches einer Delegation aus Vertretern der Regierung und Wirtschaft des brasilianischen Bundesstaates Bahia, die gemeinsam mit Vertretern des Bundesministeriums für Bildung und Forschung sowie des Sächsischen Ministeriums für Wirtschaft und Arbeit an der Tagung teilnehmen werden, um neue Kontakte zu schließen und weitere Kooperationsvorhaben zu initiieren. Die Tagung „Vernetzt planen und produzieren – VPP 2006“ ist gleichzeitig Abschlusskolloquium des SFB 457, welcher nach sieben Jahren intensiver und erfolgreicher Netzforschung dieses Jahr endet. Maßgeblichen Anteil am SFB 457 hatten die ehemaligen Sprecher Prof. Siegfried Wirth und Prof. Hartmut Enderlein.