Instant download Proceedings of the 8th International Conference on Sciences of Electronics, Technologies of Information and Telecommunications (SETIT’18), Vol.1 Med Salim Bouhlel pdf all chapter
Instant download Proceedings of the 8th International Conference on Sciences of Electronics, Technologies of Information and Telecommunications (SETIT’18), Vol.1 Med Salim Bouhlel pdf all chapter
Instant download Proceedings of the 8th International Conference on Sciences of Electronics, Technologies of Information and Telecommunications (SETIT’18), Vol.1 Med Salim Bouhlel pdf all chapter
com
OR CLICK BUTTON
DOWNLOAD NOW
https://textbookfull.com/product/biota-grow-2c-gather-2c-cook-loucas/
textboxfull.com
https://textbookfull.com/product/information-and-decision-sciences-
proceedings-of-the-6th-international-conference-on-ficta-suresh-
chandra-satapathy/
textboxfull.com
Volume 146
Series Editors
Robert J. Howlett, Bournemouth University and KES International,
Shoreham-by-sea, UK
Editors
123
Editors
Med Salim Bouhlel Stefano Rovetta
SETIT Lab DIBRIS - University of Genoa
University of Sfax Genoa, Genova, Italy
Sfax, Tunisia
This Springer imprint is published by the registered company Springer Nature Switzerland AG
The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Preface
This book collects selected and revised papers that were presented at the interna-
tional conference SETIT 2018, The Conference on the Sciences of Electronics,
Technologies of Information and Telecommunications, covering all topics in the
fields of information and communication technologies and related sciences.
The conference was held jointly in Genoa–Italy, Hammamet–Tunisia, from
December 18 to 20, 2018. The aim of this conference series, a major international
event, is to bring together researchers and developers from both academia and
industry to report on the latest scientific and theoretical advances in their respective
areas, fostering a cross-disciplinary dissemination that would be otherwise made
difficult by the extreme specialization of each field. This is a recent trend that
characterizes very successful events and publications, and encourages scholars and
professionals to overcome disciplinary barriers.
In today’s information-centered world, the relevance of hardware, software,
telecommunications cannot be overestimated; even fields traditionally involved
only marginally, like factory automation and production engineering, are currently
discovering the value of data and information, with such trends as the Industry 4.0
or the exponential growth of machine learning and AI, and with all the consequent
technological developments that are needed to support them.
Both theoretical advances and interesting applications were submitted to the
conference, as it gave special emphasis to interdisciplinary works at the intersection
of two or more of the covered areas. The papers that are included in this collection
have been selected after their presentation at the conference and were carefully
revised. But, in addition to this scientific production per se, the event had also
another important role, providing an occasion for exchanging experiences and for
introducing many young scientists in their training phase to an international sci-
entific community, giving them opportunities for networking and professional
growth.
v
vi Preface
We are therefore grateful to the contributors of this collection, and to all par-
ticipants, for their cooperation, interest, enthusiasm, and lively interactions, that
helped making the conference not only a scientifically stimulating event, but also a
memorable experience.
Information Processing
Meaning Negotiation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Dalila Djoher Graba, Nabil Keskes, and Djamel Amar Bensaber
Framework for Managing the New General Data Protection
Regulation Related Claims . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Sarah Bouslama, Safa Bhar Layeb, and Jouhaina Chaouachi
Automatic Processing of Oral Arabic Complex Disfluencies . . . . . . . . . . 24
Labiadh Majda, Bahou Younès, and Mohamed Hédi Maâloul
A Fuzzy Querying Using Cooperative Answers
and Proximity Measure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Aicha Aggoune
The Role of Named Entities in Linking News Articles
During Preservation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Muzammil Khan, Arif Ur Rahman, Muhammad Ullah, and Rashid Naseem
Development of Supplier Selection Model Using Fuzzy DEMATEL
Approach in a Sustainable Development Context . . . . . . . . . . . . . . . . . . 59
Oussama El Mariouli and Abdellah Abouabdellah
Software Effort Estimation Using an Optimal Trees Ensemble:
An Empirical Comparative Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Abdelali Zakrani, Ali Idri, and Mustapha Hain
Automatic Classification and Analysis of Multiple-Criteria
Decision Making . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Ahmed Derbel and Younes Boujelbene
An Incremental Extraction and Visualization of Ontology Instance
Summaries with Memo Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Fatma Ghorbel, Elisabeth Métais, Fayçal Hamdi, and Nebrasse Ellouze
vii
viii Contents
Computer Science
An Implementation of InfluxDB for Monitoring and Analytics
in Distributed IoT Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Maurizio Giacobbe, Chakib Chaouch, Marco Scarpa,
and Antonio Puliafito
Publish a Jason Agent BDI Capacity as Web Service REST
and SOAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Hantanirina Felixie Rafalimanana, Jean Luc Razafindramintsa,
Alain Josué Ratovondrahona, Thomas Mahatody, and Victor Manantsoa
FPGA Implementation of a Quantum Cryptography Algorithm . . . . . . 172
Jaouadi Ikram and Machhout Mohsen
Health Recommender Systems: A Survey . . . . . . . . . . . . . . . . . . . . . . . . 182
Hafsa Lattar, Aïcha Ben Salem, Henda Hajjami Ben Ghézala,
and Faouzi Boufares
Distributed Architecture of an Intrusion Detection System
Based on Cloud Computing and Big Data Techniques . . . . . . . . . . . . . . 192
Rim Ben Fekih and Farah Jemili
An Affective Tutoring System for Massive Open Online Courses . . . . . . 202
Mohamed Soltani, Hafed Zarzour, Mohamed Chaouki Babahenini,
and Chaouki Chemam
Rationality Measurement for Jadex-Based Applications . . . . . . . . . . . . . 212
Toufik Marir, Hadjer Mallek, Sihem Oubadi, and Abd El Heq Silem
Contents ix
Human-Machine Interaction
The Role of Virtual Reality in the Training for Carotid Artery
Stenting: The Perspective of Trainees . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Daniela Mazzaccaro, Bilel Derbel, Rim Miri, and Giovanni Nano
Bio-Inspired EOG Generation from Video Camera: Application
to Driver’s Awareness Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Yamina Yahia Lahssene, Mokhtar Keche, and Abdelaziz Ouamri
A Memory Training for Alzheimer’s Patients . . . . . . . . . . . . . . . . . . . . 410
Fatma Ghorbel, Elisabeth Métais, Fayçal Hamdi, and Nebrasse Ellouze
Visual Exploration and Analysis of Bank Performance
Using Self Organizing Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
Mouna Kessentini and Esther Jeffers
A Pattern Methodology to Specify Usable Design and Security
in Websites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Taheni Filali and Med Salim Bouhlel
Multi-agents Planner for Assistance in Conducting Energy
Sharing Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
Bilal Bou Saleh, Ghazi Bou Saleh, Mohammad Hajjar,
Abdellah El Moudni, and Oussama Barakat
Morocco’s Readiness to Industry 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
Sarah El Hamdi, Mustapha Oudani, and Abdellah Abouabdellah
Anti-screenshot Keyboard for Web-Based Application
Using Cloaking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473
Hanaa Mohsin and Hala Bahjat
Contents xi
1 Introduction
Nowadays, the world is undergoing a radical change; everything has become dig-
ital. In the 21st century, the web becomes a pillar technology of all information
sharing in our universal culture. This technology allows us to work in collabora-
tion and to share knowledge in a given domain. It provides an unlimited amount
of information in a different field: scientific research, commerce, etc.
At the beginning of 2010, the semantic web appears to provide a more efficient
use of information by collecting the knowledge repositories with meaningful and
structure contents. However, the more the Semantic Web becomes widely usable
by humans, the more social interaction becomes difficult activities to achieve.
The human factor in the Semantic Web is a largely unresolved problem. However,
the pragmatic web appeared to solve the limits of the semantic web and increase
human collaboration.
In the pragmatic web, the meaning negotiation presents the process where
the agents will agree on the meaning of a set of terms while using the semantic
aspect (ontology). The problem of meaning negotiation is at the intersection of
two domains the Artificial Intelligence (AI) and Knowledge Representation (KR).
c Springer Nature Switzerland AG 2020
M. S. Bouhlel and S. Rovetta (Eds.): SETIT 2018, SIST 146, pp. 3–13, 2020.
https://doi.org/10.1007/978-3-030-21005-2_1
4 D. D. Graba et al.
However, there are different ways to represent knowledge (logic, ontology, etc.),
hence the problem of heterogeneity. So, in order to have a powerful meaning nego-
tiation, it is necessary to present the knowledge in a clear and unambiguous way.
The model in [1] is a basic example of meaning negotiation, but the realization
of this process is very complex. This model was adopted by the authors [2] where
they merge the contextual ontology with the domain ontology in a case study,
to improve meaning negotiation and to simplify the process of [1]. For this, we
cannot say that the hypothesis of [2] is valid for other domain ontologies. Our
work is to realize a meaning negotiation scenario based on the model of [1],
because of the advantages that we can draw from it (the improvement of the
collaboration between the individuals in the context, the improvement of the
semantics, etc.). The idea is to use the contribution in [2], in order to simplify
and reduce the scenario of [1] in the geopolitical domain.
The next four sections are organized as follows. Section 2 presents some defini-
tion of basic terms. Section 3 presents related work in the domain and synthesizes
them with a comparative table. Finally, Sect. 4 briefly introduces our work and
gives an example. The last section summarizes the paper and outlining directions
for future research.
2 Background
2.3 Context
3 Related Work
This section is divided according to context representation: logic, ontology, cog-
nitive, and hybrid models.
protocols allow agents to interoperate on the Web. In order to agree, each agent
takes into consideration the logical system of the other. The approach [18] pre-
sented a general model of multiagent systems, where agents discuss a point of
view in order to agree on a common angle. The knowledge of the agent is repre-
sented by two sets, a fixed (stub) and a flexible (flex) that can move to a more
descriptive or specific state. This system evolved the complexity of negotiation
processes mostly in the scenarios of several actors.
3.5 Synthesis
The different approaches of the meaning negotiation in the pragmatic web are
classified and compared in Table 1. We compare the different approaches by using
five criteria (model of context, negotiation class, technical, Strengths, Weakness).
The ontological representation is more widely used than the logic one that will
allow us to use the ontological representation to define our own way. It also
summarizes the different technical and algorithm used, such as the self-organizing
map that is based on the neuron network, similarity measurements, multi-agent
system, etc. The class of negotiation argument basis is compatible with the
logical contextual model.
This paper is in the line of different works in this field, more particularly
articulates on the work of [1,2] which represents the basic model of the mean-
ing negotiation in order to minimize the problems mentioned previously in this
document.
8 D. D. Graba et al.
Table 1. (continued)
The approach [2] is developed to achieve a merging between the individual con-
text ontology and the domain ontology. Our work is to test the proposal of the
model [2] by the use of the geopolitics domain ontologies for the example.
We implemented the process of meaning negotiation [1,2] in the multi-agent
system in the geopolitics domain. For this, we used the language Java J2EE and
the Jade framework that simplifies the implementation of a multi-agent system.
To merge between ontologies, we tried to implement a simple method. This
method uses two similarities, the syntactic and semantic similarity. (1) The first
similarity compares two strings of characters using Cosine similarity. (2) The
second similarity uses the semantic dictionary Power-Thesaurus to link between
the concepts. In the semantic dictionary, we find the synonym of the concept
in ontology 1 by using the user vote. After that, we tried to find the syntactic
similarities between the returned result from the dictionary and the ontology 2
by using Cosine distance. If the two previous conditions are verified, we merge
the concepts. In the Power Thesaurus dictionary, the user can add new concept
synonyms. For the relevance of these concept synonyms, each synonym will be
rated by the user votes.
4.1 Example
design a map that contains an external territory named Cocos Island dependents
territory of Australia.
The next step in the work is to merge the domain ontology with the geopoliti-
cian ontology. After merging the ontologies, we tried to re-implement the mean-
ing negotiation process of [1] according to the proposed idea of [2].
Meaning Negotiation 11
5 Conclusion
This paper studies and compares the approaches in the field of meaning negoti-
ation; it classifies them according to their contextual representation. It collects
the different definitions of the basic concepts existing in the field and proposes
some new definitions. It also briefly introduces our work and gives an exam-
ple in geopolitics domain. Furthermore, in the future our contribution will be
extended by the use of 30 domain ontologies. We will try to improve and validate
the ontologies merging (domain with contextual ontologies) and generalize the
model [2] for any domain. For this, a benchmark of 30 semantic ontologies will
be used. To validate this proposition, we will use the static test Kolmogorov-
Smirnov.
The Internet of Things (IoT) is a new paradigm that provides multiple ser-
vices between objects. These smart objects are interconnected in the internet
network in a simple and transparent way [21]. It will be interesting to use our
approach in the IoT domain.
References
1. De Moor, A.: Patterns for the pragmatic web. In: International Conference on
Conceptual Structures, pp. 1–18. Springer, Heidelberg (2005)
12 D. D. Graba et al.
2. Keskes, N., Rahmoun, A.: Meaning negotiation based on merged individual context
ontology and part of semantic web ontology. Int. J. Inf. Commun. Technol. 11(3),
352–368 (2017)
3. Paschke, A.: Pragmatic web 4.0. Towards an active and interactive semantic media
web. W3C Aspect of Semantic Technologies (2013)
4. Singh, M.P.: The pragmatic web: Preliminary thoughts. In: Proceedings of the
NSF-Onto Web-Workshop on Database and Information Systems Research for
Semantic Web and Enterprises, pp. 82–90 (2002)
5. Dimaio, P.: The missing pragmatic link in the semantic web. Bus. Intell. Advisory
Serv. 8(7) (2008)
6. Mustapha, S.S.: CoP sensing framework on web-based environment. In: Web-Based
Support Systems, pp. 333–357. Springer, London (2010)
7. Warglien, M., Gärdenfors, P.: Meaning negotiation. In: Applications of Conceptual
Spaces, pp. 79–94. Springer, Cham (2015)
8. Jmii, H., Meddeb, A., Chebbi, S.: An approach for improving voltage stability by
combination of SVC and TCSC. In: 2016 7th International Conference on Sciences
of Electronics, Technologies of Information and Telecommunications (SETIT), pp.
134–141. IEEE (2016)
9. Chaari, T., Laforest, F., Flory, A.: Adaptation des applications au contexte en
utilisant les services web. In: Proceedings of the 2nd French-Speaking Conference
on Mobility and Ubiquity Computing, pp. 111–118. ACM (2005)
10. Abioui, H., Idarrou, A., Bouzit, A., et al.: Multi-ontology based semantic anno-
tation review. In: 2016 7th International Conference on Sciences of Electronics,
Technologies of Information and Telecommunications (SETIT), pp. 189–193. IEEE
(2016)
11. Arrar, A.: The role of contextual ontologies in enterprise modeling, world academy
of science, engineering and technology. Int. J. Comput. Electric. Autom. Control
Inf. Eng. 4(9) (2010)
12. Magnini, B., Serafini, L., Speranza, M.: Using NLP techniques for meaning nego-
tiation. In: Proceedings of VIII Convegno AI* IA, Siena, Italy, pp. 11–13 (2002)
13. De Moor, A.: Ontology-guided meaning negotiation in communities of practice. In:
Proceedings of the Workshop on the Design for Large-Scale Digital Communities at
the 2nd International Conference on Communities and Technologies (C&T 2005),
Milano, Italy (2005)
14. Van Diggelen, J., Beun, J., Dignum, F., Van Eijk, R.M., Meyer, J.J.: Ontology
negotiation goals, requirements, and implementation. Int. J. Agent-Oriented Softw.
Eng. 1(1), 63–90 (2007)
15. Ermolayev, V., Keberle, N., Matzke, W.E., Vladimirov, V.: A strategy for auto-
mated meaning negotiation in distributed information retrieval. LNCS, vol. 3729,
p. 201 (2005)
16. Souza, M., Moreira, A., Vieira, R., et al.: Integrating ontology negotiation and
agent communication. In: International Experiences and Directions Workshop on
OWL, pp. 56–68. Springer (2015)
17. Farrugia, J.: Logical systems: Towards protocols for web-based meaning negotia-
tion. In: Meaning Negotiation, Papers from the AAAI Workshop, pp. 56–59 (2002)
18. Burato, E., Cristani Matteo, M., Viganò, L.: Meaning negotiation as inference.
arXiv preprint arXiv: 1101.4356 (2011)
19. Kutucu, H., Hakan, H., Almryad, A.: An application of artificial neural networks
to assessment of the wind energy potential in Libya. In: 2016 7th International
Conference on Sciences of Electronics, Technologies of Information and Telecom-
munications (SETIT), pp. 405–409. IEEE (2016)
Meaning Negotiation 13
20. Lindh-Knuutila, T., Honkela, T., Lagus, K.: Simulating meaning negotiation using
observational language games. In: Symbol Grounding and Beyond, pp. 168–179.
Springer, Heidelberg (2006)
21. Benkerrou, H., Heddad, S., Omar, M.: Credit and honesty-based trust assessment
for hierarchical collaborative IoT systems. In: 2016 7th International Conference
on Sciences of Electronics, Technologies of Information and Telecommunications
(SETIT), pp. 295–299. IEEE (2016)
Framework for Managing the New General
Data Protection Regulation Related Claims
Abstract. The new General Data Protection Regulation (GDPR) came into
force on May 2018 compelling services companies and financial institutions to
comply with the new standards of Data Protection. Thus, moving toward pro-
tection and confidentiality is a need and an obligation at the same time. Within
such firms, Information Systems departments seek to develop effective tools for
management, monitoring and supporting decisions that respect the standards and
requirements of the GDPR. In this work, we have designed, developed and
implemented, within a private financial organization, an Information and
Decision Support System (DSS) to manage customer claims related to the
GDPR. Our DSS includes a process of management, following up and reporting
of complaints according to the standards of the new regulation of data
protection.
1 Introduction
In this context, the new European regulation on data protection personal data,
called the GDPR (General Regulations for Data Protection), appeared on the official
journal of the European Union and entered into force on May 25, 2018 to respond to
these issues and ensure protecting personal data. Meanwhile, Services companies
should comply with the requirements of national legislation protection of personal data.
Tunisia, as many countries around the world, should still be an area of trust and a
destination for the relocation of European investments. This strategic position improves
the employability of young people and foreign currency inflows. This is a boon for
each country that seeks to become a hub for data processing.
The objective of our work is to develop a flexible framework at a lower cost that
ensures automation and improvement of customer claims management concerning the
acquisition of their new rights relating to the GDPR while providing decision-makers
with dashboards enabling them to evaluate these claims in order to effectively interact
in the process of taking customer right’s decisions. This framework was implemented
within a Tunisian private bank. Without loss of Generality, this solution is flexible,
configurable and scalable to provide a level of service in line with the needs of the
GDRP and propose an open solution to future developments in the field of personal
data security.
The remainder of this paper is organized as follows. Section 2 introduces the
GDPR. In Sect. 3, we present some related works. Our contribution model is described
in Sect. 4. Section 5 presents the adopted methodology. Section 6 illustrates some
interfaces of the developed framework. Finally, Sect. 7 draws conclusions and provides
avenues for future research.
The General Data Protection Regulation is the new European regulation on the pro-
tection of data. It came into force on May 25, 2018 and influenced any company that
deals with personal data processing [2]. This regulation is mainly based on three
ambitious objectives:
• Unifying the regulation of data protection,
• Empowering the concerned companies,
• Strengthen people’s rights: right of access, right of forgetting, right of portability,
etc.
Chawki Gaddes, the president of the National Instance of Protection of Personal
Data in Tunisia states recently that “What will change is that the EU will protect itself
more: that is to say that the data processed in Europe might not be transferred else-
where, except to countries with sufficient protection of personal data. Thus, at the cut-
off date, the EU will specify to which country the data transfer is allowed and to which
others it is not. That’s what we are working on now to ensure we are not on this new
blacklist, with which we will only be allowed to cooperate by resorting to complex
procedures,” he explained (www.businessnews.com.tn, February 28, 2018). Accord-
ingly, most countries would be on the European blacklist of the personal data pro-
tection. There are even European member countries that are not yet responding to the
16 S. Bouslama et al.
new deal. With the law currently being adopted, Tunisia is one of the few countries
meet the European criteria in this area that will have a legislation in line with the
European regulation. Indeed, the regulation also allows the right to be forgotten
(erasure of data after a certain time), the dereferencing that forces the search engines to
delete a link at the request of a data subject, the portability of data, etc. It is worthy to
mention that this new regulation affects all companies having data exchanges with the
European Union, such as banks, call centers, insurances institutions, clinics, to quote
just a few. Thus, public or private structures will no longer be able to process European
personal data, if they do not have a Data Protection Officer (DPO), otherwise there is a
fines risk of up to 4% of their previous year turnover. This DPO will be responsible of
treatments mapping that will allow him to know which procedure to follow for each
treatment done internally. Another prerequisite, before handling personal data of a
specific person, the concerned structures should ask him for an explicit, clear, written
and well signified consent.
3 Related Works
Over the last few years, claims management is catching the interest of both practi-
tioners and researchers. Studies conducted on this subject are mainly based on cus-
tomer’s behavior and expectations, their loyalty and satisfaction, also on customer
relationship management and marketing axis in general. As far as the automation of
claims management is concerned, the majority of studies are based on data mining
techniques that are mainly used to collect data about customer complaints in order to
extract some classification rules and then classify each claim into a particular cluster
(e.g. [3]). These techniques allow intervention within the claims process and ultimately
in the decision support process in response to these claims. Many studies were con-
ducted to propose unifying frameworks in several fields (e.g. [4, 5]). In the following,
we will detail major works in this subject matter of claim management systems.
In [6], Chtitia provided an excellent review of processes allowing claims detection
based on past claims, thereby embodies a proactive character. She proposed appropriate
solutions to improve current processes so the experiences return mechanism is integrated
within a process of proactive Management claims. The used approach is the REX
approach based on two sub-processes: exploitation based on past claims, and capital-
ization based on the identification of information, documents, tips or persons useful for
the complaints processing. Furthermore, [7] investigated the automatically processing
claims from beneficiaries of the Families Allowance Cash (FAC) of Rhone, France. They
propose some improvements of the current process and feedback integration within the
claims management process for a proactive management. The mainly used approaches are
data mining tools such as analysis of multiple matches, ascending hierarchical classifi-
cation, latent Dirichlet allocation. Recently, Carneiro et al. [8] explored the detection of
credit fraud by combining manual and automatic classification while comparing different
methods of machine learning. The goals to achieve were the design and implementation of
a fraud detection system and the combination of automatic and manual classifiers. The
authors also used some data mining techniques, namely support sector machines, logistic
regression, and random forests. Finally, Suryotrisongko et al. [9] have developed a public
Framework for Managing the New General Data Protection 17
claim service web application using springboot microservice architecture that was
deployed in a Cloud environment.
We notice that the overwhelming of claims management literature is based on data
mining approaches, while only few works investigate practical perspectives of the
decision-making process. It is also noteworthy that this trend is mostly due to the fact that
most claims management studies were conducted in the field of marketing, communi-
cation and/or legal sciences. Thus, the shortage of specialized tools in complaints man-
agement presents a tremendous limitation for its applicability. Today, professionals
declare an obvious and urgent need for the automation of claims process starting from
their collection until the decisions related to their responses, especially under the new
General Regulations on Data Protection. Actually, there are some tools that support the
entire or a specific part of the claims management process, including commercial, open
source and free software, usually called Customer Relationship Management
(CRM) tools. We mention Microsoft Dynamics CRM and the enterprise resource plan-
ning SAP among the most popular CRM software (e.g. [10]). Despite their performance
and robustness, some professionals still express their interest in leading improvements to
increase their flexibility and ease of use. Moreover, these commercial solutions require
relatively high costs while monitoring of specific types of customer claims that are not
necessarily aligned with the GDPR, namely the right of access, the right of opposition, and
the right of portability. Let’s remind here that the inventory management, planning and
resource management modules in the mentioned solutions could useless compared to the
need of some companies. More precisely, some pro-software provide a complete solution
of business management while customer complaint management is only one module that
should be restructured to ensure its consistent with the GDPR context.
4 Modeling
In order to comply with GDPR standards and to manage customer claims regarding this
new regulation, we propose the following six phases to model the GDPR claim
management process:
1. Dissemination phase: This phase essentially consists of broadcasting to customers’
searchable information regarding the GDPR content. Each customer should be
informed on the privileges provided by this new law about its personal data protection.
In terms of claim management, this step has a basic form regarding customer expe-
rience because it is simply informative. But in the GDPR context, this phase embodies
an essential value within the new law, the different rights and the new topic.
2. Collection Phase: Within this phase, the received complaints are collected. The
collection frequency and the collected claims amount would be justified by the Data
Protection Officer (DPO).
3. Treatment phase: During this phase, the DPO needs the proposed framework to
input the necessary data for each submitted claims.
4. Transfer phase: This phase is dedicated to sending technical reports according to
the appropriate customer rights, as well as litigation to working group managers to
help them making the right decisions.
18 S. Bouslama et al.
5. Study phase: This is an in-depth study phase for requests received from the cus-
tomers. It consists on examining case by case each customer features, namely
economic, professional, family situation etc. as well as his data in the information
system to finally reach a decision on his claim and grant him with the desired right.
6. Response phase: In this last step, the DPO must inform the customer about the taken
decision (Fig. 1).
Fig. 1. The proposed model for the GDPR claim management process
5 Methodology
Fig. 10. Section of an old pool filled up with a mass of Chara. (From the
Geol. Mag. vol. v. 1868, p. 563.)
In the Natural History Museum in the Jardin des Plantes, Paris,
one of the table-cases contains what appear to be small models of
flowers in green wax. These are in reality casts in wax of the moulds
or cavities left in a mass of calcareous travertine, on the decay and
disappearance of the encrusted flowers and other plant fragments[90].
This porous calcareous rock occurs near Sézanne in Southern
France, and is of Eocene age[91]. The plants were probably blown on
to the freshly deposited carbonate of lime, or they may have simply
fallen from the tree on to the incrusting matrix; more material was
afterwards deposited and the flowers were completely enclosed.
Eventually the plant substance decayed, and as the matrix hardened
moulds were left of the vegetable fragments. Wax was artificially
forced into these cavities and the surrounding substance removed by
the action of an acid, and thus perfect casts were obtained of Tertiary
flowers.
Darwin has described the preservation of trees in Van Diemen’s
land by means of calcareous substances. In speaking of beds of
blown sand containing branches and roots of trees he says:
“The whole became consolidated by the percolation of calcareous matter; and the
cylindrical cavities left by the decaying of the wood were thus also filled up with a hard
pseudo-stalactitical stone. The weather is now wearing away the softer parts, and in
consequence the hard casts of the roots and branches of the trees project above the
surface, and, in a singularly deceptive manner, resemble the stumps of a dead
thicket[92].”
Although the branches have not been preserved for their whole
length, they extend a distance of 29 feet 6 inches from right to left,
and 28 feet in the opposite direction.
The fossil represented in fig. 1 (p. 10), from the collection of Dr
John Woodward, affords a good example of a well-defined
impression. The surface of the specimen, of which a cast is
represented in fig. 1, shows very clearly the characteristic leaf-
cushions and leaf-scars of a Lepidodendron. The stem was
embedded in soft sand, and as the latter became hard and set, an
impression was obtained of the external markings of the
Lepidodendron. Decay subsequently removed the substance of the
plant.
Fig. 14.
A. Araucarioxylon Withami (L. and H.). Radiating lines of crystallisation in
secondary wood, as seen in transverse section.
B. Lepidodendron sp. Concentric lines of crystallisation, and scalariform
tracheids, as seen in longitudinal section.
In such nodules, we find that not only has the framework of the
tissues been preserved, but frequently the remains of cell contents
are clearly seen. In some cases the cells of a tissue may contain in
each cavity a darker coloured spot, which is probably the mineralised
cell nucleus. (Fig. 42, A, 1, p. 214.) The contents of secretory sacs,
such as those containing gum or resin, are frequently found as black
rods filling up the cavity of the cell or canal. The contents of cells in
some cases closely simulate starch grains, and such may have been
actually present in the tissues of a piece of a fossil dicotyledonous
stem described by Thiselton-Dyer from the Lower Eocene Thanet
beds[121], and in the rhizome of a fossil Osmunda recorded by
Carruthers[122]. (Fig. 42, B, p. 214.)
Schultze in 1855[123] recorded the discovery of cellulose by
microchemical tests applied to macerated tissue from Tertiary lignite
and coal. With reference to the possibility of recognising cell
contents in fossil tissue it is interesting to find that Dr Murray of
Scarborough had attempted, and apparently with success, to apply
chemical tests to the tissues of Jurassic leaves. In a letter written to
Hutton in 1833 Murray speaks of his experiments as follows:—
“Reverting to the Oolitic plants, I have again and with better success been
experimenting upon the thin transparent films of leaves, chiefly of Taeniopteris vittata
and Cyclopteris, which from their tenuity offer fine objects for the microscope.... By
many delicate trials I have ascertained the existence still in these leaves of resin and of
tannin.... I am seeking among the filmy leaves of the Fucoides of A. Brongniart for
iodine, but hitherto without success, and indeed can hardly expect it, as probably did
iodine exist in them, it must have long ago entered into new combinations[124].”
Our website is not just a platform for buying books, but a bridge
connecting readers to the timeless values of culture and wisdom. With
an elegant, user-friendly interface and an intelligent search system,
we are committed to providing a quick and convenient shopping
experience. Additionally, our special promotions and home delivery
services ensure that you save time and fully enjoy the joy of reading.
textbookfull.com