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Author  |
Eva Petitdemange; Elyes Lamine; Franck Fontanili; Matthieu Lauras |
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Title |
Enhancing Emergency Call Centers' Performance Through a Data-driven Simulation Approach |
Type |
Conference Article |
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Year |
2020 |
Publication |
ISCRAM 2020 Conference Proceedings – 17th International Conference on Information Systems for Crisis Response and Management |
Abbreviated Journal |
Iscram 2020 |
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Volume |
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Issue |
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Pages |
218-227 |
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Keywords |
Emergency Call Center, Performance, Simulation, Data-Driven, Continuous Improvement, Organization. |
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Abstract |
Emergency Call Centers (ECCs) can be considered as the starting point of the pre-hospital emergency medical system. Although, ECCs exist everywhere, their business processes and their performance levels differ from one place to another, even sometimes in a same country. By definition, users expect a high level of performance, particularly regarding the waiting time and the processing time of the calls. Additionally, ECCs might have difficulties to manage sudden rise of activities following disasters impacting huge number of victims for instance. To support ECCs in their continuous improvement steps, this paper suggests an innovative framework and its associated tools to support both diagnosis of current organizations and enhancement of their performance. Concretely, the proposal is data-driven and simulation oriented. First experiments are shown in order to demonstrate the potential benefits of such an approach. Avenues for further research are also discussed. |
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Address |
IMT Mines Albi, University of Toulouse; IMT Mines Albi, University of Toulouse; IMT Mines Albi, University of Toulouse; IMT Mines Albi, University of Toulouse |
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Publisher |
Virginia Tech |
Place of Publication |
Blacksburg, VA (USA) |
Editor |
Amanda Hughes; Fiona McNeill; Christopher W. Zobel |
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Language |
English |
Summary Language |
English |
Original Title |
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Series Editor |
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Series Title |
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Abbreviated Series Title |
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Series Volume |
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Series Issue |
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Edition |
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ISSN |
978-1-949373-27-21 |
ISBN |
2411-3407 |
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Track |
Analytical Modeling and Simulation |
Expedition |
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Conference |
17th International Conference on Information Systems for Crisis Response and Management |
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Notes |
eva.petitdemange@mines-albi.fr |
Approved |
no |
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Call Number |
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Serial |
2222 |
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Author |
Quentin Schoen; Sébastien Truptil; Franck Fontanili; Matthieu Lauras; Anne-Ghislaine Anquetil |
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Title |
Tracking in real time the blood products transportations to make good decisions |
Type |
Conference Article |
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Year |
2017 |
Publication |
Proceedings of the 14th International Conference on Information Systems for Crisis Response And Management |
Abbreviated Journal |
Iscram 2017 |
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Volume |
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Issue |
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Pages |
173-180 |
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Keywords |
Blood; Physical Internet; Complex Event Processing; Process Mining |
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Abstract |
The French Blood Establishment (EFS) is the only one in France allowed dealing with the blood supply chain. The EFS centers are scattered in France and blood products are transported over hundreds of kilometers, from collection sites to hubs and from the hubs to distribution sites. The strong constraints on lifetime and storage conditions imply a traceability of transportation steps very accurate, which is necessary in case of unexpected and unwanted events. To make “good” decisions, we propose in this research work to use the Physical Internet philosophy. Thanks to sensors in containers and Complex Event Processing modules to aggregate and filter the data collected, we would be able to create a real time “field model”. In case of crisis this model would be helpful and perfectly adapted to help the crisis unit to make “good” decisions and maybe propose solutions based on the past events. |
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Address |
IMT – Mines d'Albi Carmaux – Centre Génie Industriel; Etablissement Français du Sang |
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Publisher |
Iscram |
Place of Publication |
Albi, France |
Editor |
Tina Comes, F.B., Chihab Hanachi, Matthieu Lauras, Aurélie Montarnal, eds |
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Language |
English |
Summary Language |
English |
Original Title |
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Series Editor |
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Series Title |
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Abbreviated Series Title |
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Series Volume |
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Series Issue |
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Edition |
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ISSN |
2411-3387 |
ISBN |
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Medium |
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Track |
Analytical Modeling and Simulation |
Expedition |
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Conference |
14th International Conference on Information Systems for Crisis Response And Management |
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Notes |
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Approved |
no |
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Call Number |
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Serial |
2009 |
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Author |
Quentin Schoen; Sebastien Truptil; Matthieu Lauras; Aurelie Conges; Franck Fontanili |
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Title |
A new approach of monitoring system for Supply Chain management during crisis |
Type |
Conference Article |
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Year |
2018 |
Publication |
ISCRAM 2018 Conference Proceedings – 15th International Conference on Information Systems for Crisis Response and Management |
Abbreviated Journal |
Iscram 2018 |
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Volume |
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Issue |
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Pages |
1140-1142 |
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Keywords |
Crisis, Supply Chain, Sensitive products, Monitoring, Real Time |
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Abstract |
Sensitive products supply chain and supply chain facing crisis management share several aspects. In both cases, several decision makers have to choose the best options most of the time under pressure, often in emergency and need to access numerous information from the field. This shared monitoring aspect put forward the visualization need to consider in each decision all the crisis potential impacts. Unfortunately, for the transportation steps we focus on, the current transport management systems do not reach these requirements. In this paper, focusing on supply chains during crisis situations, we present a new monitoring system with adapted functionalities. The added value is to connect in real time and relevant way the data from the field to the information on a shared model used to make reliable decisions. We use the French Blood Establishment supply chain to illustrate the proposition. |
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Publisher |
Rochester Institute of Technology |
Place of Publication |
Rochester, NY (USA) |
Editor |
Kees Boersma; Brian Tomaszeski |
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Language |
English |
Summary Language |
English |
Original Title |
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Series Editor |
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Series Title |
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Abbreviated Series Title |
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Series Volume |
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Series Issue |
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Edition |
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ISSN |
2411-3387 |
ISBN |
978-0-692-12760-5 |
Medium |
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Track |
Poster |
Expedition |
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Conference |
ISCRAM 2018 Conference Proceedings - 15th International Conference on Information Systems for Crisis Response and Management |
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Notes |
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Approved |
no |
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Call Number |
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Serial |
2191 |
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