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O problémech seřazení při řízení servisních operací
Lín, Václav ; Vomlel, Jiří (advisor) ; Jiroušek, Radim (referee) ; Kouba, Zdeněk (referee) ; Ottosen, Thorsten Jorgen (referee)
The subject of the thesis belongs to the field of operations management. We deal with sequencing problems arising when there are multiple repair operations available to fix a broken man-made system and the true cause of the system failure is uncertain. It is assumed that the system is formally described by a probabilistic model, and it is to be repaired by a sequence of troubleshooting operations designed to identify the cause of the malfunction and fix the system. The challenge is to find a course of repair which has minimal expected cost. We study several variants of the problem proposed in the literature. We analyze computational complexity of those variants, apply integer linear programming to one variant of the problem, and examine the relation to machine scheduling.
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Problems of Indications Rides Emergency Medical Services
DVOŘÁK, Jiří
The bachelor thesis deals with the issues addressed at the dispatching center of the emergency medical service. The indication of actions by emergency medical service has been a topical issue in the debate on provision of pre-hospitalization emergency care. In 2012 the dispatching center for the South Bohemian region was centralized in České Budějovice. The center managing the operations has acquired a more comprehensive overview of positions and activities of all emergency medical crews. This has also changed the approach to crew deployment coordination. The dispatcher now coordinates crews in action in the entire region, being the only person responsible for the correct procedure. The most important aid used by the dispatcher is a list of indications which describes various situations and procedures to deal with them. However, the list includes only situations when the action by the emergency medical service is required. The list of indications is issued by the provider of the emergency medical service based on the Act No 374/2011 Coll., on emergency medical services, and the Decree 240/2012 Coll., implementing the act. The research was conducted at the emergency medical dispatching center in České Budějovice. A qualitative method of research was selected as the most appropriate. The respondents were employees of the emergency medical dispatching center who are in charge of coordination. A part of the respondents performed both the function of emergency calls receiving and the function of operative management of crews. Semi-structured interviews with 15 questions were conducted with the respondents. The questions focused both on receiving of emergency calls and operative management of crews and they concerned primarily the urgency levels N3 and N4. A substantial part of the interview concerned the list of indications and confrontation of formalized and intuitive procedures in decision.-making by the operators. During the interviews the respondents were asked additional questions to ensure maximum accuracy of the answers. Tables or diagrams were used for several questions to obtain some quantitative results in order to determine prevailing opinions or facts among the operators. It should be noted that the data are approximate and have low validity due to the low number of the respondents. The surveyed group consisted nine of operators of both genders, different ages and different lengths of experience in the health sector. The research has shown that the operators use alternative options in ca. 10% of cases. They are very well familiar with the issues of indication of actions by the emergency medical service. Differences in decision-making result from a greater or smaller willingness to be exposed to risks of forensic consequences. The issue of indication of actions by the emergency medical service keeps developing. The general efforts head towards maximum formalization of the procedures to relieve the operators from their legal liability. The thesis maps procedures used in the emergency medical dispatching center and it may be used as a study material for medical workers who need more information about the issue.
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Callcentrum System Management in a chosen Firm
Guzi, Jan ; Černý, Jan (advisor) ; Novák, Michal (referee)
This thesis deals with operational management of an inbound call center and planning necessary work capacities. Company BEZREKLAMKY Ltd. established its own inbound call center, as a reaction to the dissatisfaction with the services of an external service provider and it is necessary to properly optimize operational capacities and human resources necessary to serve 5 to 7 thousand customer callers per month. Practical part of the thesis - planning of the workforce capacity, scheduling the shifts and planning the opening hours of the inbound call center - works with a rather extensive theoretical platform, which brings new views of operations management inbound call centre and also works with the internal and external surveys related to the functionality of newly established inbound call centre. Conclusions made on the basis of the theoretical part were applied directly to the planning and operational management of the inbound customer call centre. This thesis helped applied over 25 conclusions for the studied inbound call centers. The goals, which the company set out to fulfill, while planning the new department, are then partly validated via models of system dynamics and in the last section of the thesis reflects on the extent to which these goals are feasible.
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