CONTACTS 
0201 - JPS Net                              800 711 5353 fax or 800...
020101 - Mr. Bruce Newland
020102 - Network Operations Manager =916 810 8913
020103 - bnewland@corp.jps.net
020104 - Biz Tech Services =415 376 0121

SUBJECTS
Server - Changed Back to Unix on 990424, Corp Web 1
Directory Space Full - Two Extraneous Files - 09 Directory
Determine Usage Space Available on Server
175 MB New Capacity
Space Full Had to Remove Part of SDS Data Base, PIC Directory
Server - Changed to Earthlink
175 MB Cost $300

1209 -
1209 -    ..
1210 - Summary/Objective
1211 -
121101 - Follow up ref SDS 35 0000, ref SDS 34 0000.
121102 -
121103 - JPS and Earthlink called to coordinate changing to an Earthlink
121104 - server.  Sarah at JPS seemed to indicate we should get a credit, once
121105 - the change is effective, and it looks like we get more server space
121106 - (175 MB) for less money by switching to Earthlink. ref SDS 0 QR6F
121107 - Darcy explained supplemental instructions for transferring our
121108 - account.  Earthlink would not let the staff provide written work plans
121109 - to help customers, nor confirm verbal instructions.
121110 -
121111 -
121112 -
121114 -  ..
1212 -
1213 -
1214 - Progress
121501 -  ..
121502 - ISP Account with Earthlink Should Have 150 MB
121503 -
121504 - Follow up ref SDS 35 0001, ref SDS 34 L64J.
121505 -
121506 - Sarah Etchieson called.  She said Bruce asked her to call about
121507 - transferring our ISP account from One Main, which has the prior JPS
121508 - accounts, to Earthlink.  This follows up telecon with Bruce yesterday
121509 - that reported a new problem on capacity. ref SDS 35 L64J
121511 -  ..
121512 - Sarah is in customer service.  Her number is....
121513 -
121514 -
121515 -                    916 787 8160
121517 -  ..
121518 - Sarah has reviewed the history of our account with Bruce, and is
121519 - aware of our objective to transfer to Earthlink.
121521 -  ..
121522 - She is, also, aware of problems about JPS and/or One Main not
121523 - crediting our account with 150 MB of space, per analysis on 010416,
121524 - ref SDS 31 L64J, which was submitted to Bruce in a letter, ref DIP 3
121525 - 0001, also on 010416. ref SDS 31 0001
121527 -  ..
121528 - Sarah seemed to agree that we have paid for 150 MB of space.  She
121529 - apologized for past difficulties, and said new management by Earthlink
121530 - has made improvements.
121532 -  ..
121533 - Sarah will put us in touch with Darcy today, who will set up an
121534 - Earthlink account.  After the Welch records have been transferred to
121535 - the new account, and we establish there are no problems, then Sarah
121536 - will close the old account on One Main, and provide a credit to
121537 - Earthlink, or possibly send a check to refund the unused portion of
121538 - current entitlement.
121539 -
121540 -      [On 010509 planning failed. ref SDS 36 UR5L
121542 -       ..
121543 -      [On 010512 Earthlink account seems to be up and running,
121544 -      ref SDS 39 IJ4G, ask Bruce if account can be closed. ref SDS 39
121545 -      QO7J
121547 -       ..
121548 -      [On 010514 Bruce notifies OneMain-JPS account can be closed.
121549 -      ref SDS 40 EC6F
121551 -       ..
121552 -      [On 010516 Sarah followed up on closing prior account.
121553 -      ref SDS 41 0001
121554 -
121555 -
121557 -  ..
1216 -
1217 -
1218 - 1118
1219 -
121901 - Darcy Jansen called.
121902 -
121903 - She is with Earthlink, following up call from Sarah.
121905 -  ..
121906 - Darcy quoted a price of $24.95 per month for 175 MB of space (later
121907 - changed to 200 MB) This adds 75 MB above the 100 MB limit that caused
121908 - recent problems, and is 25 MB more than the 150 MB we had previously
121909 - contracted to rent.
121911 -  ..
121912 - The total per year is $299.40.
121913 -
121914 -      This provides more space at less cost, and so is a substantial
121915 -      bargain, relative to the past arrangement.
121916 -
121917 -    [On 021008 Earthlink reports we have 200 MB of server space and 10
121918 -    GB of bandwidth per month. ref SDS 43 U35N
121920 -  ..
121921 - Darcy advised that we do not need web hosting, so we save $99.
121923 -  ..
121924 - She also said we do not need a dial up service, since we have access
121925 - to our records through email accounts with attglobal.net and
121926 - pacbell.net.  This saves additional charges of $20 or so per month.
121927 -
121928 -    [On 030107 Earthlink billed and collected without authorization an
121929 -    additional $22.47 for dial-up services, contrary to our agreement
121930 -    to exclude this service. ref SDS 44 4C7L
121931 -
121933 -  ..
121934 - Darcy advised that Earthlink wants to bill customers using a credit
121935 - card account, like IBM, MS, and other vendors.  She said that
121936 - Earthlink does not want customers to pay for the entire year, because
121937 - they like to have access to customer's credit card accounts.
121939 -  ..
121940 - I asked why Earthlink would refuse full payment in advance that avoids
121941 - extra cost to handle 12 transactions instead of one?  Multiplying the
121942 - number of transactions multiplies the chances problems that take time
121943 - and money to resolve.  Open access to people's credit accounts places
121944 - enormous pressure on Earthlink management to avoid improper charges.
121946 -  ..
121947 - Darcy said that is a corporate decision.  She doesn't understand the
121948 - theory, but this is what the financial whizards at Earthlink have come
121949 - up with, so she is just following orders.  She recalled that corporate
121950 - leaders attended a seminar at Enron or by Enron last year on how to
121951 - maxamize financial something-or-other, so maybe that's what's going
121952 - on.
121954 -        ..
121955 -       [On 020204 Enron collapsed into bankruptcy using Fastow's
121956 -       financial management methods. ref SDS 42 0001
121958 -        ..
121959 -       [On 030107 Earthlink overbilled for services not included in the
121960 -       contract. ref SDS 44 4C7L  Several months earlier they
121961 -       overbilled but issued a credit a month later.
121963 -        ..
121964 -       [On 020308 Earthlink credited prior overcharge, ref SDS 45 WF8K,
121965 -       then overcharged again in an amount 10 times greater.
121966 -       ref SDS 45 V46F
121967 -
121969 -  ..
121970 - Gave her the First Card ....4317.
121972 -  ..
121973 - She said we will get an email with instructions on signing up, but
121974 - that the letter will be incomplete, because it will not explain
121975 - modifications to Earthlink's standard procedure to transfer a
121976 - customer's account in a single step.
121978 -  ..
121979 - Darcy said Earthlink is unwilling to take responsibility for
121980 - transferring customer data to the new server location.  She said this
121981 - is against Earthlink policy.
121982 -
121983 -     [On 010509 tried to transfer account and encountered problems.
121984 -     ref SDS 36 L64J
121986 -      ..
121987 -     [On 010509 Bruce suggests using fxp to make transfer; research
121988 -     indicates this is a complex task. ref SDS 36 514N
121990 -  ..
121991 - We discussed account history showing Earthlink, through its subsidiary
121992 - and acquisitions, has transferred the Welch account many times that we
121993 - know about.  Darcy said Earthlink does not provide customer history to
121994 - service and account staff, so she cannot review account history.  She
121995 - feels regardless of what has been done in the past, customers cannot
121996 - rely on Earthlink to perform consistently in order to plan future
121997 - performance.  She recommends relying on what the staff says at the
121998 - moment regardless of other considerations.
121999 -
122000 -     [On 010509 Ken Barnaby says Earthlink will make transfer, and that
122001 -     it is easy to accomplish. ref SDS 36 5M5I
122003 -      ..
122004 -     [On 010510 Earthlink transferred the account. ref SDS 37 FZ5M
122006 -      ..
122007 -     [On 010510 Earthlink encountered problems, account transfer
122008 -     failed. ref SDS 37 HG7L and ref SDS 37 WM7N
122010 -      ..
122011 -     [On 010511 Bruce completed transfer of account. ref SDS 38 076O
122013 -  ..
122014 - Darcy said that since our domain is to remain at the existing address,
122015 - until we complete uploading the data base, which may take several
122016 - days, per understanding with Sarah, above, ref SDS 0 GP4H, then we
122017 - have to call....
122018 -
122019 -
122020 -                 Tech Support............... 800 511 2044
122022 -          ..
122023 -         [On 010509 planning failed. ref SDS 36 UR5L
122025 -        ..
122026 -       Darcy said to select option 3
122028 -        ..
122029 -       She said something about requesting....
122030 -
122031 -            domain registration, and
122032 -            ..
122033 -            DNS in network solution needs to be notified.
122035 -             ..
122036 -            FTP address
122038 -  ..
122039 - Darcy said that even though we will have a new domain registration,
122040 - our Internet link address.....
122041 -
122042 -
122043 -                       www.welchco.com
122044 -
122045 -
122046 - ....which is in the range of 30,000 records, will not be changed.
122048 -  ..
122049 - This is a big plus, if it works.
122051 -  ..
122052 - Thanked Darcy for clear, concise and complete explanation of steps for
122053 - transferring our account from JPS to Earthlink, and asked for a letter
122054 - confirming the modified work plan Darcy proposes.
122056 -  ..
122057 - Darcy said Earthlink will send a standard letter notifying of usual
122058 - procedures, but not the modifications.
122060 -  ..
122061 - Asked Darcy to send a separate letter setting out supplemental steps
122062 - for the work plan she described necessary to complete the transfer of
122063 - the Welch account.
122065 -  ..
122066 - Darcy said her supervisor, Ronni, will not approve supporting the
122067 - customer with submission of a plan to expedite the work and avoid
122068 - mistakes.
122069 -
122070 -
122071 -
122072 -
122073 -
1221 -
1222 -
122201 -
1223 -

SUBJECTS
Accountability Fear Submitting Work Plan Incomplete Transfer Account
Accountability Lawsuit Discovery Fear Information Used Out of Context
Fear Accountability Slippery Slope to Murphy's Law
Accountability Avoided by Verbal Skills, Gain Credit, Training
Discovery Debug Management Communication Metrics Quality Control Prod
Accountability Fear Discovery Debug Management Communication Metrics
Fear Accountability Innovation Loop Knowledge Avoids Mistakes

2209 -
221001 -  ..
221002 - Earthlink Wants Customer Take Risk Incomplete Verbal Communication
221003 - Accountability Fear Prevents Confirming Verbal Instructions
221004 -
221005 -
221006 -
2211 -
2212 - 1146 talked to Ronnie (NLN)
2214 -    ..
221401 - We initially reviewed the record setting up the transfer to Earthlink.
221403 -  ..
221404 - Complimented Darcy's effective, professional customer support.
221405 - ref SDS 0 JY5M
221407 -  ..
221408 - Discussed ISO standards calling for confirmation of verbal
221409 - instructions, in order to reduce chances of error, delay and extra
221410 - cost for Earthlink and the customer, reviewed on 950721. ref SDS 2
221411 - 1740
221413 -  ..
221414 - In this case, Darcy has reported that Earthlink's standard
221415 - instructions are inadequate, and has disclosed a series of additional
221416 - steps are needed for an effective work plan to transfer the Welch
221417 - account from OneMain (JPS) to Earthlink.  We need the the complete
221418 - work plan from Earthlink in order to avoid mistakes that cause delay
221419 - and extra cost.
221421 -  ..
221422 - Ronnie explained Earthlink's customers expedite the work by relying on
221423 - verbal instructions that supplement Earthlink's standard written
221424 - instructions.  He said Earthlink has transferred a lot of customer
221425 - successfully, and there have been no problems.  Ronnie commented that
221426 - Earthlink people are trained to provide clear communications to modify
221427 - standard instructions, and Earhtlink merely wants customers to listen
221428 - carefully and carry out what they are told to do.  He asked why that
221429 - is so difficult?
221431 -       ..
221432 -      [On 010510 Earthlink encountered problems transferring welchco
221433 -      from JPS. ref SDS 37 UX4O and ref SDS 37 HG7L
221435 -  ..
221436 - We reviewed challenges that arise when standard procedures are
221437 - modified, as Darcy describes today.  There is considerable history
221438 - showing that small deviations compound in complex work operations,
221439 - causing significant extra cost and delay.  For example, Aristotle
221440 - noted in 400 BC that the least deviation is compounded a thousand fold
221441 - over time (see NWO). ref OF 2 4564  Alphabet technology has proven
221442 - over several millennia to reduce this risk.  It can help in this case
221443 - by getting written instructions for the modified work plan.  See for
221444 - example POIMS. ref OF 1 JE6L
221446 -  ..
221447 - Ronnie said that writing everything down takes too much time.  His
221448 - people are trained for this, so they might make a mistake and then the
221449 - customer would get mad at Earthlink.  He asked how can taking more
221450 - time to write things down that modify the standard work plan possibly
221451 - save time?
221453 -  ..
221454 - We discussed an example; suppose Ronnie and his wife are building a
221455 - new home.  The architect shows them standard plans, but Ronnie and
221456 - wife want some changes.  For one thing, the standard plans do not
221457 - match the layout of the property.  Would the owner be satisfied, if
221458 - the contractor follows the architects standard plans for houses,
221459 - supplemented by verbal instructions on what Ronnie and his wife say
221460 - they want?  Or, would Ronnie prefer that the standard plans be
221461 - modified to incorporate requirements conveyed in meetings, calls and
221462 - correspondence on what is needed, so that communication of changes and
221463 - additions are accurately conveyed to the carpenters, plumbers,
221464 - electricians, and other craftsmen doing the work?  Don't we run into
221465 - problems when there is no effort to ensure accurate communication by
221466 - writing things down and lining everything up so the work fits together
221467 - correctly?
221469 -  ..
221470 - Ronnie sees the point.  He prefers that work on his house be guided by
221471 - a complete set of plans and specs rather than depend on following
221472 - verbal instructions, as Darcy proposes today. ref SDS 0 L15H  He
221473 - explained, however, that his company doesn't work this way because
221474 - they are not building houses.  They are setting up Internet service,
221475 - or in this case transferring from one account to another. That is so
221476 - simple that it does not require accurate communication of the work
221477 - plan.
221479 -  ..
221480 - Ronnie advised that Earthlink's legal department has to approve any
221481 - written instructions sent to help a customer.  He noted that the legal
221482 - department has already approved the standard instructions, which Darcy
221483 - said are inadequate for transferring the Welch account.  Ronnie feels
221484 - it would take a long time and cause political difficulties, if the
221485 - legal department were asked to review and approve a work plan to
221486 - assist customers.  He feels that, if a customer is unwilling to take
221487 - the risk of interpreting verbal instructions given out by Earthlink's
221488 - staff on the telephone, then Earthlink doesn't want the customer,
221489 - because there are enough customers willing to assume responsibility,
221490 - so that Earthlink can avoid accountability for communication mistakes,
221491 - which the legal department seeks to accomplish by pre-approving
221492 - letters sent to customers.
221494 -  ..
221495 - We reviewed reports late last year on 001207 that productivity,
221496 - earnings and stock prices are falling because too many people are
221497 - having too many problems.  An example of a problem people are having
221498 - is when a company discards customers because accurate communication
221499 - for conducting a successful transaction is a problem rather than an
221500 - asset.
221502 -  ..
221503 - Ronnie disagrees.  He noted Earthlink has been successful so far
221504 - transferring customers without verifying cummunication that modifies
221505 - common instructions on the Earthlink website.  He feels this history
221506 - of success shows there is a high probability that Earthlink can
221507 - transfer the Welch account without a hitch, despite evidence showing
221508 - this has not worked.  He feels that where the customer is aware that
221509 - Earthlink's standard instructions insufficient, the customer should
221510 - work harder to accomodate Earthlink, rather than Earthlink provide
221511 - necessary service to ensure a satisfied customer.  Ronnie, therefore,
221512 - recommends proceeding without Earthlink issuing supplemental work
221513 - plans since he feels there will likely not be any problems.
221514 -
221515 -      [On 010510 encountered problems transferring welchco from JPS.
221516 -      ref SDS 37 UX4O and ref SDS 37 HG7L
221518 -  ..
221519 - We next reviewed advantage of Earthlink transferring the Welch records
221520 - to the new server, rather than tie up the customer in a long,
221521 - laborious operation to transfer 100+ MB using FTP.
221523 -  ..
221524 - Ronnie advised that this is another area where Earthlink wants the
221525 - customer to assume the risk and expense of transferring the account.
221526 - He feels that if Earthlink decides to transfer a customer, then
221527 - Earthlink can do so without notice, but if the customer initiates a
221528 - transfer, then Earthlink is unwilling to support the effort, even
221529 - though Earthlink could accomplish the work in 1/10 the time by virtue
221530 - of superior access and knowledge, since they do this task every day,
221531 - and customers do it once every 5 years.
221533 -  ..
221534 - This position appears to require customers to support Earthlink,
221535 - rather than Earthlink to support the customer.
221537 -  ..
221538 - Since, Bruce indicated yesterday that he wants to experiment using
221539 - normal Earthlink procedures for transferring the Welch account,
221540 - ref SDS 35 U54N, I agreed to proceed without obtaining a comprehensive
221541 - work plan.
221542 -
221543 -      One can only wonder what surprises loom ahead.
221545 -         ..
221546 -        [On 010510 Earthlink encountered problems transferring welchco
221547 -        from JPS. ref SDS 37 UX4O and ref SDS 37 HG7L
221549 -  ..
221550 - Ronnie said Darcy call back in a few minutes to complete the
221551 - transaction.
221552 -
221553 -
221555 -  ..
2216 -
2217 -
2218 - 1302
2219 -
221901 - Darcy called back.
221902 -
221903 - She said our account is all set.  We will get a letter in a day or so
221904 - explaining we can upload records to new domain, and should follow her
221905 - supplemental work plan instructions for completing the account
221906 - transfer.
221907 -
221908 -
221910 -  ..
2220 -
2221 -
2222 - 1437
2223 -
222301 - Received ref DRT 1 0001 from Earthlink customer service department
222302 - that evidently is the letter Darcy planned to send, per above.
222304 -  ..
222305 - Received 10 additional copies of this letter for some reason.
222306 - Checked them all, and they all say the same thing.
222307 -
222308 -
222309 -
2224 -

SUBJECTS
Address:
Password:

2504 -
250501 -  ..
250503 -  ..
250504 - The letter says......
250505 -
250506 -       MAILBOX INFORMATION
250512 - ....as shown. ref DRT 1 YQ6G
250514 -  ..
250515 - There is no authority submitted showing the basis for assigning a
250516 - password.  Normally the customer participates to select something
250517 - convenient.
250518 -
250519 -      [On 010510 Cliff changed password. ref SDS 37 QJ8M
250520 - ..
250521 - The letter appears to conflict with Darcy's work plan indicating
250522 - we would not have a mailbox, because we already have two other
250523 - mailboxes. ref SDS 0 QR6F
250525 -  ..
250526 - If we do have a mail box, how much space does it have?
250528 -  ..
250529 - What are the mail servers........
250530 -
250531 -            Outgoing....
250532 -
250533 -            Incoming.....
250534 -
250536 -      ..
250537 -     [On 010511 discovered that welchco.com email can be used by
250538 -     Earthlink forwarding correspondence to rowelch@attglobal.net.
250539 -     ref SDS 38 P58H
250541 -  ..
250542 - Instructions for changing email information can be done online
250543 - at.......
250544 -
250545 -
250546 -          http://www.earthlink.net/home/familypack.html
250547 -
250548 - .....as shown. ref DRT 1 AS6O
250549 -
250550 -
250551 -
250552 -
250553 -
250554 -
250555 -
250556 -
250557 -
250558 -