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.

Real and imaginary parts of the vibrational relaxation of acetonitrile in its electrolyte solutions:new results for the dynamics of solvent molecules

Isotropic scattering Raman spectra of liquid acetonitrile (AN) solutions of LiBF4 and NaI at various temperatures and concentrations have been investigated. For the first time imaginary as well as real parts of the solvent vibrational correlation functions have been extracted from the spectra. Such imaginary parts are currently an important component of modern theories of vibrational relaxation in liquids. This investigation thus provides the first experimental data on imaginary parts of a correlation function in AN solutions. Using the fitting algorithm we recently developed, statistically confident models for the Raman spectra were deduced. The parameters of the band shapes, with an additional correction, of the ν2 AN vibration (CN stretching), together with their confidence intervals are also reported for the first time. It is shown that three distinct species, with lifetimes greater than ∼10−13 s, of the AN molecules can be detected in solutions containing Li+ and Na+. These species are attributed to AN molecules directly solvating cations; the single oriented and polarised molecules interleaving the cation and anion of a Solvent Shared Ion Pair (SShIP); and molecules solvating anions. These last are considered to be equivalent to the next layer of solvent molecules, because the CN end of the molecule is distant from the anion and thus less affected by the ionic charge compared with the anion situation. Calculations showed that at the concentrations employed, 1 and 0.3 M, there were essentially no other solvent molecules remaining that could be considered as bulk solvent. Calculations also showed that the internuclear distance in these solutions supported the proposal that the ionic entity dominating in solution was the SShIP, and other evidence was adduced that confirmed the absence of Contact Ion Pairs at these concentrations. The parameters of the shape of the vibrational correlation functions of all three species are reported. The parameters of intramolecular anharmonic coupling between the potential surfaces in AN and the dynamics of the intermolecular environment fluctuations and intermolecular energy transfer are presented. These results will assist investigations made at higher and lower concentrations, when additional species and interactions with AN molecules will be present.

The Localization Procedures of the Vector of Weighting Coefficients for Fuzzy Models of Choice

The author analyzes the localization procedures of the vector of weighting coefficients which are based on presenting the function of value by additive reduction adapted to fuzzy models of choice.

Conceptual Foundations of Construction of the Models and Procedures for Prediction of the Avalanche-dangerous Situations Initiation

The conceptual foundations of the models and procedures for prediction of the avalanche-dangerous situations initiation are considered. The interpretation model for analysis of the avalanche-dangerous situations initiation based on the definition of probabilities of correspondence of studied parameters to the probabilistic distributions of avalanche-dangerous or avalanche non-dangerous situations is offered. The possibility to apply such a model to the real data is considered. The main approaches to the use of multiple representations for the avalanche dangerous situations initiation analysis are generalized.

The Role of DBMS in Analytical Processes of the Logistic of Stock Reserves

One of main problems of corporate information systems is the precise evaluation of speed of transactions and the speed of making reports. The core of the problem is based on the DBMS that is used. Most DBMS which are oriented for high performance and reliability of transactions do not give fast access to analytical and summarized data and vice versa. It is quite difficult to estimate which class of database to use. The author of the article gives a concise observation of the problem and a possible way to be solved.

Research of the Influence of Methods of Compression on the Co-efficient of Information Security of Objects Under Attacks

In this paper a possibility for quantitative measuring of information security of objects, exposed to information attacks and processed with methods of compression, is represented. A co-efficient of information security, which reflects the influence of the level of compression obtained after applying methods of compression to objects and the time, required by the attack to get access to the corresponding object, is proposed. Methods’ groups with the highest and respectively the lowest values of the co-efficient of information security for all methods’ groups in relation to all attacks’ groups are determined. Assessments and conclusions for future investigations are proposed.

Virtual Encyclopaedia of the Bulgarian Iconography

East-Christian icon art is recognised as one of the most significant areas of the art of painting. Regrettably, it is still being neglected in the digital documentation and the registry of the art of painting. The accessibility to that large part of mankind's cultural and historical ancestry would be enhanced greatly if icons of all possible kinds and origins were digitised, classified, and „exhibited“ in the Internet. That would allow the preservation and even the future digital restoration of a large number of rare specimens of the East-Christian art of painting. This article aims to introduce how modern techniques from the area of digital libraries can be used for implementing the demonstrative multimedia library “Virtual encyclopaedia of the Bulgarian iconography ” 4, containing a large number of Bulgarian iconic art masterpieces and iconography of various authors, periods and schools.

An examination of the determinants of entrepreneurship at the regional level:the case of East Midlands region

Despite the importance of new firms to the economy, determinants of start-ups have mainly been examined at a country level and discussion of regional entrepreneurial activity has received less attention. Since there are significant variations in entrepreneurship rates across and within countries, such an investigation at a regional level would help in gaining an in depth understanding of the impact of the individual level resource endowments and neighbourhood characteristics on an individual’s decision to engage in entrepreneurial activity. The main aim of the thesis is to explore various theories of entrepreneurship and develop integrated frameworks for examining the determinants of entrepreneurial activity at a neighbourhood level in the East Midlands region in England. The specific objectives of the thesis are to examine how the individual level resources and the neighbourhood characteristics: (i) combine to influence an individual to engage in the different stages of the entrepreneurial process, (ii) influence natives and migrants to engage in start up activity and (iii) influence women and men to become self-employed and ambitious entrepreneurs. In terms of the methodology, the empirical analysis is based on two databases combined: 2006 to 2009 GEM East Midlands region and the English Index of Multiple Deprivation dataset. Based on the critical review of the literature on entrepreneurship the thesis develop theoretical frameworks which led to formulate hypotheses related to the differentiated impact of both individual and neighbourhood level factors on the propensity of an individual to be involved in entrepreneurial activity. The findings indicate that the determinants of entrepreneurial activity vary with human, financial and the local environment factors affecting the entrepreneurial process. Finally, the thesis calls for caution when developing and applying generic and specific policy measures aimed at promoting entry into entrepreneurship.

Information Technologies of the Distributed Applications Design

The questions of distributed systems development based on Java RMI, EJB and J2EE technologies and tools are rated. Here is brought the comparative analysis, which determines the domain of an expedient demand of the considered information technologies as applied to the concrete distributed applications requirements.

Use of the Maple System in Math Tuition at Universities

The following article explores the application of educational technologies at a University level and their contribution in enhancing the educational effectiveness. It discusses the capabilities of computer algebra systems, such as Maple. It is integrated in the math tuition of the Technical University (TU) in Varna and is used by its students during laboratory exercises.

Modeling Optical Response of Thin Films: Choice of the Refractive Index Dispersion Law

Determination of the so-called optical constants (complex refractive index N, which is usually a function of the wavelength, and physical thickness D) of thin films from experimental data is a typical inverse non-linear problem. It is still a challenge to the scientific community because of the complexity of the problem and its basic and technological significance in optics. Usually, solutions are looked for models with 3-10 parameters. Best estimates of these parameters are obtained by minimization procedures. Herein, we discuss the choice of orthogonal polynomials for the dispersion law of the thin film refractive index. We show the advantage of their use, compared to the Selmeier, Lorentz or Cauchy models.

Advance of the Access Methods

The goal of this paper is to outline the advance of the access methods in the last ten years as well as to make review of all available in the accessible bibliography methods.

An Approach to Designing the Interface of the Automated Documentary System

n the paper the procedure for calculation, designing and estimation of the ergonomics of the interface of systems of document circulation is considered. The original computation procedure and the data received during the designing of the interface of documentary system are given.

Optimization of the Investment Portfolio in the Conditions of Uncertainty

Portfolio analysis exists, perhaps, as long, as people think about acceptance of rational decisions connected with use of the limited resources. However the occurrence moment of portfolio analysis can be dated precisely enough is having connected it with a publication of pioneer work of Harry Markovittz (Markovitz H. Portfolio Selection) in 1952. The model offered in this work, simple enough in essence, has allowed catching the basic features of the financial market, from the point of view of the investor, and has supplied the last with the tool for development of rational investment decisions. The central problem in Markovitz theory is the portfolio choice that is a set of operations. Thus in estimation, both separate operations and their portfolios two major factors are considered: profitableness and risk of operations and their portfolios. The risk thus receives a quantitative estimation. The account of mutual correlation dependences between profitablenesses of operations appears the essential moment in the theory. This account allows making effective diversification of portfolio, leading to essential decrease in risk of a portfolio in comparison with risk of the operations included in it. At last, the quantitative characteristic of the basic investment characteristics allows defining and solving a problem of a choice of an optimum portfolio in the form of a problem of quadratic optimization.

Development of the Combined Method for Designing Dataflow Systems

The methods of designing of information systems for large organizations are considered in the paper. The structural and object-oriented approaches are compared. For the practical realization of the automated dataflow systems the combined method for the system development and analysis is proposed.