Managing customer relationship management projects:the case of a large French telecommunication company

Customer relationship management (CRM) implementation projects reflect a growing conceptual shift from the traditional engineering view of projects. Such projects are complex and risky because they call for both organisational and technological changes. This requires effective project management across various phases of the implementation process. However, few empirical researches have dealt with these project management issues. The aim of this research is to investigate how a “project team” manages CRM implementation projects successfully, across the different phases of the implementation process. We conducted an in-depth case study of the “Firm-Clients Branch” of a large telecommunications company in France. The findings show that, to manage CRM implementation projects successfully, an integrated and balanced approach is required. This involves appropriate system selection, effective process re-engineering and further development of organizational structures. We highlight the need for a “technochange approach” to achieve successful organisational transition and effective CRM implementation. The study reveals that the project team plays a central role throughout the implementation phases. Furthermore the effectiveness of technochange depends on project team performance, technology efficiency and close coordination with stakeholders.

Optical rogue waves in telecommunication data streams

Large broadening of short optical pulses due to fiber dispersion leads to a strong overlap in information data streams resulting in statistical deviations of the local power from its average. We present a theoretical analysis of rare events of high-intensity fluctuations-optical freak waves-that occur in fiber communication links using bit-overlapping transmission. Although the nature of the large fluctuations examined here is completely linear, as compared to commonly studied freak waves generated by nonlinear effects, the considered deviations inherit from rogue waves the key features of practical interest-random appearance of localized high-intensity pulses. We use the term "rogue wave" in an unusual context mostly to attract attention to both the possibility of purely linear statistical generation of huge amplitude waves and to the fact that in optics the occurrence of such pulses might be observable even with the standard Gaussian or even rarer-than-Gaussian statistics, without imposing the condition of an increased probability of extreme value events. © 2011 American Physical Society.

Reply to "comment on 'Optical rogue waves in telecommunication data streams'"

We feel that the main claim made in the abstract of the preceding Comment is wrong. Using results obtained in our paper, we prove that rogue waves with amplitudes much larger than the average level can be observed during a short period of time in purely linear propagation regimes in optical fiber systems. © 2011 American Physical Society.

Antecedents and outcomes of abusive supervision:test of a trickle-down model

The authors examined antecedents of abusive supervision and the relative importance of interactional and procedural justice as mediators of the relationship between abusive supervision and the work outcomes of affective organizational commitment and individual- and organization-directed citizenship behaviors. Data were obtained from subordinate-supervisor dyads from a telecommunication company located in southeastern China. Results of moderated regression analysis revealed that authoritarian leadership style moderated the relationship between supervisors' perceptions of interactional justice and abusive supervision such that the relationship was stronger for supervisors high rather than low in authoritarian leadership style. In addition, results of structural equation modeling analysis revealed that subordinates' perceptions of interactional but not procedural justice fully mediated the relationship between abusive supervision and the work outcomes. Implications for future investigations of abusive supervision are discussed. Copyright 2007 by the American Psychological Association.

Editorial

This second issue of Knowledge Management Research & Practice (KMRP) continues the international nature of the first issue, with papers from authors based on four different continents. There are five regular papers, plus the first of what is intended to be an occasional series of 'position papers' from respected figures in the knowledge management field, who have specific issues they wish to raise from a personal standpoint. The first two regular papers are both based on case studies. The first is 'Aggressively pursuing knowledge management over two years: a case study a US government organization' by Jay Liebowitz. Liebowitz is well known to both academics and practictioners as an author on knowledge management and knowledge based systems. Government departments in many Western countries must soon face up to the problems that will occur as the 'baby boomer' generation reaches retirement age over the next decade. This paper describes how one particular US government organization has attempted to address this situation (and others) through the introduction of a knowledge management initiative. The second case study paper is 'Knowledge creation through the synthesizing capability of networked strategic communities: case study on new product development in Japan' by Mitsuru Kodama. This paper looks at the importance of strategic communities - communities that have strategic relevance and support - in knowledge management. Here, the case study organization is Nippon Telegraph and Telephone Corporation (NTT), a Japanese telecommunication firm. The third paper is 'Knowledge management and intellectual capital: an empirical examination of current practice in Australia' by Albert Zhou and Dieter Fink. This paper reports the results of a survey carried out in 2001, exploring the practices relating to knowledge management and intellectual capital in Australia and the relationship between them. The remaining two regular papers are conceptual in nature. The fourth is 'The enterprise knowledge dictionary' by Stuart Galup, Ronald Dattero and Richard Hicks. Galup, Dattero and Hicks propose the concept of an enterprise knowledge dictionary and its associated knowledge management system architecture as offering the appropriate form of information technology to support various different types of knowledge sources, while behaving as a single source from the user's viewpoint. The fifth and final regular paper is 'Community of practice and metacapabilities' by Geri Furlong and Leslie Johnson. This paper looks at the role of communities of practice in learning in organizations. Its emphasis is on metacapabilities - the properties required to learn, develop and apply skills. This discussion takes work on learning and core competences to a higher level. Finally, this issue includes a position paper 'Innovation as an objective of knowledge management. Part I: the landscape of management' by Dave Snowden. Snowden has been highly visible in the knowledge management community thanks to his role as the Director of IBM Global Services' Canolfan Cynefin Centre. He has helped many government and private sector organizations to consider their knowledge management problems and strategies. This, the first of two-part paper, is inspired by the notion of complexity. In it, Snowden calls for what he sees as a 20th century emphasis on designed systems for knowledge management to be consigned to history, and replaced by a 21st century emphasis on emergence. Letters to the editor on this, or any other topic related to knowledge management research and practice, are welcome. We trust that you will find the contributions stimulating, and again invite you to contribute your own paper(s) to future issues of KMRP.

Fabrication and application of short and novel structure in-fibre Bragg gratings

This thesis presents details on progress made in the fabrication and application of short and novel structure fibre Bragg gratings. The basic theoretical concepts of in-fibre Bragg gratings and photosensitive mechanisms are introduced together with an overview of fabrication methods and applications presented to date. The fabrication of fibre Bragg gratings using a quadrupled Nd:YAG laser is presented and some of the issues of grating fabrication using a fabrication using a phasemask are investigated, including the variation of the separation of the fibre and phasemask, and other alignment issues. A new apodisation technique is presented, enabling the production of gratings with a wide range of spectral profiles. The technique is used to investigate the design and fabrication of length limited fibre Bragg gratings for use in telecommunication systems as filters. Application to devices designed for use in WDM systems is presented. The use of fibre Bragg gratings as high spatial resolution distributed sensors is investigated. Grating sensing arrays comprising very short apodised gratings are demonstrated and Chirped Moiré gratings are implemented as distributed sensors achieving high spatial resolution with miniature point sensing sub-elements. A novel grating sensing element designed to imitate an interferometer is also presented. Finally, the behaviour of gratings fabricated in Boron-Germania-co-doped fibre is investigated, revealing atypical behaviour of the Bragg wavelength during ageing.

Experimental and theoretical characterisation of tunable fibre gratings

This thesis presents details on both theoretical and experimental aspects of UV written fibre gratings. The main body of the thesis deals with the design, fabrication and testing of telecommunication optical fibre grating devices, but also an accurate theoretical analysis of intra-core fibre gratings is presented. Since more than a decade, fibre gratings have been extensively used in the telecommunication field (as filters, dispersion compensators, and add/drop multiplexers for instance). Gratings for telecommunication should conform to very high fabrication standards as the presence of any imperfection raises the noise level in the transmission system compromising its ability of transmitting intelligible sequence of bits to the receiver. Strong side lobes suppression and high and sharp reflection profile are then necessary characteristics. A fundamental part of the theoretical and experimental work reported in this thesis is about apodisation. The physical principle of apodisation is introduced and a number of apodisation techniques, experimental results and numerical optimisation of the shading functions and all the practical parameters involved in the fabrication are detailed. The measurement of chromatic dispersion in fibres and FBGs is detailed and an estimation of its accuracy is given. An overview on the possible methods that can be implemented for the fabrication of tunable fibre gratings is given before detailing a new dispersion compensator device based on the action of a distributed strain onto a linearly chirped FBG. It is shown that tuning of second and third order dispersion of the grating can be obtained by the use of a specially designed multipoint bending rig. Experiments on the recompression of optical pulses travelling long distances are detailed for 10 Gb/s and 40 Gb/s. The characterisation of a new kind of double section LPG fabricated on a metal-clad coated fibre is reported. The fabrication of the device is made easier by directly writing the grating through the metal coating. This device may be used to overcome the recoating problems associated with standard LPGs written in step-index fibre. Also, it can be used as a sensor for simultaneous measurements of temperature and surrounding medium refractive index.

Numerical modelling of devices and advanced transmission schemes embracing Raman effect

This thesis presents a theoretical investigation on applications of Raman effect in optical fibre communication as well as the design and optimisation of various Raman based devices and transmission schemes. The techniques used are mainly based on numerical modelling. The results presented in this thesis are divided into three main parts. First, novel designs of Raman fibre lasers (RFLs) based on Phosphosilicate core fibre are analysed and optimised for efficiency by using a discrete power balance model. The designs include a two stage RFL based on Phosphosilicate core fibre for telecommunication applications, a composite RFL for the 1.6 μm spectral window, and a multiple output wavelength RFL aimed to be used as a compact pump source for fiat gain Raman amplifiers. The use of Phosphosilicate core fibre is proven to effectively reduce the design complexity and hence leads to a better efficiency, stability and potentially lower cost. Second, the generalised Raman amplified gain model approach based on the power balance analysis and direct numerical simulation is developed. The approach can be used to effectively simulate optical transmission systems with distributed Raman amplification. Last, the potential employment of a hybrid amplification scheme, which is a combination between a distributed Raman amplifier and Erbium doped amplifier, is investigated by using the generalised Raman amplified gain model. The analysis focuses on the use of the scheme to upgrade a standard fibre network to 40 Gb/s system.

Writing and characterisation methods for UV-photosensitivity based devices and their applications

The underlying work to this thesis focused on the exploitation and investigation of photosensitivity mechanisms in optical fibres and planar waveguides for the fabrication of advanced integrated optical devices for telecoms and sensing applications. One major scope is the improvement of grating fabrication specifications by introducing new writing techniques and the use of advanced characterisation methods for grating testing. For the first time the polarisation control method for advanced grating fabrication has successfully been converted to apodised planar waveguide fabrication and the development of a holographic method for the inscription of chirped gratings at arbitrary wavelength is presented. The latter resulted in the fabrication of gratings for pulse-width suppression and wavelength selection in diode lasers. In co-operation with research partners a number of samples were tested using optical frequency domain and optical low coherence reflectometry for a better insight into the limitations of grating writing techniques. Using a variety of different fabrication methods, custom apodised and chirped fibre Bragg gratings were written for the use as filter elements for multiplexer-demultiplexer devices, as well as for short pulse generation and wavelength selection in telecommunication transmission systems. Long period grating based devices in standard, speciality and tapered fibres are presented, showing great potential for multi-parameter sensing. One particular scope is the development of vectorial curvature and refractive index sensors with potential for medical, chemical and biological sensing. In addition the design of an optically tunable Mach-Zehnder based multiwavelength filter is introduced. The discovery of a Type IA grating type through overexposure of hydrogen loaded standard and Boron-Germanium co-doped fibres strengthened the assumption of UV-photosensitivity being a highly non-linear process. Gratings of this type show a significantly lower thermal sensitivity compared to standard gratings, which makes them useful for sensing applications. An Oxford Lasers copper-vapour laser operating at 255 nm in pulsed mode was used for their inscription, in contrast to previous work using CW-Argon-Ion lasers and contributing to differences in the processes of the photorefractive index change

Advanced fibre gratings and their applications

This thesis describes a detailed study of advanced fibre grating devices using Bragg (FBG) and long-period (LPG) structures and their applications in optical communications and sensing. The major contributions presented in this thesis are summarised below. One of the most important contributions from the research work presented in this thesis is a systematic theoretical study of many distinguishing structures of fibre gratings. Starting from the Maxwell equations, the coupled-mode equations for both FBG and LPG were derived and the mode-overlap factor was analytically discussed. Computing simulation programmes utilising matrix transform method based on the models built upon the coupled-mode equations were developed, enabling simulations of spectral response in terms of reflectivity, bandwidth, sidelobes and dispersion of gratings of different structures including uniform and chirped, phase-shifted, Moiré, sampled Bragg gratings, phase-shifted and cascaded long-period gratings. Although the majority of these structures were modelled numerically, analytical expressions for some complex structures were developed with a clear physical picture. Several apodisation functions were proposed to improve sidelobe suppression, which guided effective production of practical devices for demanding applications. Fibre grating fabrication is the other major part involved in the Ph.D. programme. Both the holographic and scan-phase-mask methods were employed to fabricate Bragg and long-period gratings of standard and novel structures. Significant improvements were particularly made in the scan-phase-mask method to enable the arbitrarily tailoring of the spectral response of grating devices. Two specific techniques - slow-shifting and fast-dithering the phase-mask implemented by a computer controlled piezo - were developed to write high quality phase-shifted, sampled and apodised gratings. A large number of LabVIEW programmes were constructed to implement standard and novel fabrication techniques. In addition, some fundamental studies of grating growth in relating to the UV exposure and hydrogenation induced index were carried out. In particular, Type IIa gratings in non-hydrogenated B/Ge co-doped fibres and a re-generated grating in hydrogenated B/Ge fibre were investigated, showing a significant observation of thermal coefficient reduction. Optical sensing applications utilising fibre grating devices form the third major part of the research work presented in this thesis. Several experiments of novel sensing and sensing-demodulating were implemented. For the first time, an intensity and wavelength dual-coding interrogation technique was demonstrated showing significantly enhanced capacity of grating sensor multiplexing. Based on the mode-splitting measurement, instead of using conventional wavelength-shifting detection technique, successful demonstrations were also made for optical load and bend sensing of ultra-high sensitivity employing LPG structures. In addition, edge-filters and low-loss high-rejection bandpass filters of 50nm stop-band were fabricated for application in optical sensing and high-speed telecommunication systems

Automatic control of attenuation in a digital communication network

This thesis describes the investigation of an adaptive method of attenuation control for digital speech signals in an analogue-digital environment and its effects on the transmission performance of a national telecommunication network. The first part gives the design of a digital automatic gain control, able to operate upon a P.C.M. signal in its companded form and whose operation is based upon the counting of peaks of the digital speech signal above certain threshold levels. A study was ma.de of a digital automatic gain control (d.a.g.c.) in open-loop configuration and closed-loop configuration. The former was adopted as the means for carrying out the automatic control of attenuation. It was simulated and tested, both objectively and subjectively. The final part is the assessment of the effects on telephone connections of a d.a.g.c. that introduces gains of 6 dB or 12 dB. This work used a Telephone Connection Assessment Model developed at The University of Aston in Birmingham. The subjective tests showed that the d.a.g.c. gives advantage for listeners when the speech level is very low. The benefit is not great when speech is only a little quieter than preferred. The assessment showed that, when a standard British Telecom earphone is used, insertion of gain is desirable if speech voltage across the earphone terminals is below an upper limit of -38 dBV. People commented upon the presence of an adaptive-like effect during the tests. This could be the reason why they voted against the insertion of gain at level only little quieter than preferred, when they may otherwise have judged it to be desirable. A telephone connection with a d.a.g.c. in has a degree of difficulty less than half of that without it. The score Excellent plus Good is 10-30% greater.

Numerical modelling of advanced modulation formats and WDM transmission

This thesis presents a theoretical investigation of the application of advanced modelling formats in high-speed fibre lightwave systems. The first part of this work focuses on numerical optimisation of dense wavelength division multiplexing (DWDM) system design. We employ advanced spectral domain filtering techniques and carrier pulse reshaping. We then apply these optimisation methods to investigate spectral and temporal domain characteristics of advanced modulation formats in fibre optic telecommunication systems. Next we investigate numerical methods used in detecting and measuring the system performance of advanced modulation formats. We then numerically study the combination of return-to-zero differential phase-shift keying (RZ-DPSK) with advanced photonic devices. Finally we analyse the dispersion management of Nx40 Gbit/s RZ-DPSK transmission applied to a commercial terrestrial lightwave system.

Point by point FBG inscription by a focused NIR femtosecond laser

Direct, point-by-point writing of fibre Bragg gratings in standard telecommunication fibre by femtosecond laser irradiation is demonstrated for the first time.

Direct writing of fibre Bragg gratings by femtosecond laser

A method for inscribing fiber bragg gratings (FBG) using direct, point-by-point writing by an infrared femtosecond laser was described. The method requires neither phase-masks nor photosensitized fibers and hence offers remarkable technology flexibility. It requires a very short inscription time of less than 60 s per grating. Gratings of first to third order were produced in non-photosensitized, standard telecommunication fiber (SMF) and dispersion shifted fiber (DSF). The gratings produced in this method showed low insertion loss, narrow linewidth and strong, fundamental or high-order resonance.

Fibre Bragg grating strain sensors

The fabrication of in-fibre Bragg gratings (FBGs) and their application as sensors is reported. The strain and temperature characteristic results for a number of chirped and uniform gratings written into three different host fibres are presented. The static and dynamic temperature response of a commercially available temperature compensated grating is reported. A five sensor wavelength division multiplexed fibre Bragg grating strain measurement system with an interrogation rate of 25 Hz and resolution of 10 was constructed. The results from this system are presented. A novel chirped FBG interrogation method was implemented in both the 1.3 and 1.5 m telecommunication windows. Several single and dual strain sensor systems, employing this method, were constructed and the results obtained from each are reported and discussed. These systems are particularly suitable for the measurement of large strain. The results from a system measuring up to 12 m and with a potential measurement range of 30 m are reported. This technique is also shown to give an obtainable resolution of 20 over a measurement range of 5 000 for a dual sensor system. These systems are simple, robust, passive and easy to implement. They offer low cost, high speed and, in the case of multiple sensors, truly simultaneous interrogation. These advantages make this technique ideal for strain sensing in SMART structures. Systems based on this method have been installed in the masts of four superyachts. A system, based on this technique, is currently being developed for the measurement of acoustic waves in carbon composite panels. The results from an alternative method for interrogating uniform FBG sensors are also discussed. Interrogation of the gratings was facilitated by a specifically written asymmetric grating which had a 15 nm long linearly sloped spectral edge. This technique was employed to interrogate a single sensor over a measurement range of 6 m and two sensors over a range of 4.5 me. The results obtained indicated achievable resolutions of 47 and 38 respectively.