CONTACTS 
0201 - Consortium for Service Innovation                                                                                                                                  O-00000811 0101
020101 - Mr. Greg Oxton; Executive Director
020103 - Executive Office                                                                                                                                                 O-00000811 0101

SUBJECTS
Consortium for Service Innovation CSI Greg Oxton Call Centers Technic
POIMS Review to Understand SDS Objectives and Methodology
POIMS Common Goals with CSI for Context Management
Information Needs Context Difficult to Provide Capturing the Record
Organizational Memory Capture Record Cost Logistics KM Dilemma Contex
Meetings Com Manager Need Not Attend Every Meeting One Com Manager Su
Little Intelligence Goes a Long Way Meetings Com Manager Need Not Att
POIMS Greg Completed Reading and Recognizes Alignment with CSI Goals
Demonstration Schedule Meeting 030107 1430 to See SDS

2011 -
2011 -    ..
2012 - Summary/Objective
2013 -
201301 - Follow up ref SDS 54 0000, ref SDS 49 0000.
201302 -
201303 - Greg saw the SDS method of capturing daily working information and the
201304 - process of adding intelligence that creates knowledge of cause and
201305 - effect based on chronology and context.  We focused today on melding
201306 - capabilities through common practices explained in KCS and POIMS.  CSI
201307 - background in customer support demonstrates the value of training
201308 - specialists for knowledge work.  SDS extends support for knowledge
201309 - work across a broad spectrum of specialized professional and routine
201310 - management tasks using an innovation in service for Communication
201311 - Metrics.  Greg will canvass colleagues at CSI on interest in this
201312 - capability, and feedback will drive follow up. ref SDS 0 BQ6H
201314 -      ..
201315 -     [On 030109 confirmed these understandings. ref SDS 53 0001
201317 -      ..
201318 -     [On 030204 Greg plans to notify colleagues about SDS and ask for
201319 -     feedback; does not expect favorable results, ref SDS 55 3S6M
201320 -     because a lot of people have limited span of attention.
201321 -     ref SDS 55 PR7J
201322 -
201323 -
201324 -
201326 -  ..
2014 -
2015 -
2016 - Discussion
2017 -
201701 - Communication Metrics New Work Role Accomplished by Using SDS
201702 - SDS demonstration Shows Professional Role for Communication Metrics
201703 - POIMS Identifies Common Goals for Context Management Supported by SDS
201704 -
201705 - Follow up ref SDS 52 0U9J, ref SDS 47 0U9J.
201706 -
201707 - We used the record of our discussion on 030103 for the agenda to guide
201708 - the meeting today. ref SDS 52 0U9J
201710 -  ..
201711 - Greg feels there is a lot in common between POIMS, that explains the
201712 - SDS program, ref OF 1 0001, and KCS that explains Primus.  He will
201713 - submit a link to information showing the scope of KCS.  This supports
201714 - understandings from our telecon on 030103 citing common ground with
201715 - CSI goals, ref SDS 52 0U9J, confirmed in the letter to Greg on 030103.
201716 - ref DIP 4 0001
201718 -  ..
201719 - During the meeting today, Greg observed features and use of SDS shown
201720 - in the schematic on architecture and application of SDS. ref OF 2 3385
201721 - The record on 940901 explains support for the management science of
201722 - Communication Metrics performed by a new professional work role to
201723 - align daily information with objectives, requirements and commitments
201724 - that complements the traditional role of accounting to align finances
201725 - with budgets. ref SDS 10 2929
201727 -  ..
201728 - Greg explained how KCS and Primus improve performance of knowledge
201729 - work for customer support without adding a new work role, reflected in
201730 - research during our call on 030103. ref SDS 52 8U4G  Discussion today
201731 - showed that Primus and SDS together expand the scope of KM support....
201732 -
201733 -     1.  Primus makes the traditional role of technical support more
201734 -         productive.
201736 -          ..
201737 -     2.  SDS enables consistent use of traditional practices for good
201738 -         management cited, for example, by Covey, reviewed on 920105,
201739 -         ref SDS 5 2229, Drucker, reviewed on 931130, ref SDS 8 7911
201740 -         and ref SDS 7 1504, and traceability to original sources,
201741 -         called out by industry standards, reviewed on 950721.
201742 -         ref SDS 12 1740
201744 -          ..
201745 -         SDS further provides new capabilities made possible by recent
201746 -         advances in technology, e.g....
201747 -
201748 -         a.  Integrate traditionally separate tasks for time and
201749 -             information management to augment human thinking that
201750 -             innately performs this integration.
201752 -              ..
201753 -         b.  Intelligence to organize, analyze, align, summarize and
201754 -             manage feedback that places everything in the right place
201755 -             at the right time for fast access of relevant context, see
201756 -             POIMS. ref OF 1 0367
201757 -
201758 -
201759 -
201760 -
201761 -
2018 -

SUBJECTS
Primus Used by CSI to Capture Daily Working Information But Problem i
Oxton, Greg Has a Lot of Experience with Primus for Knowledge Managem
Capture Record Only 1st Step to Convert Information into Knowledge Ne
Oxton, Greg Primus Popular KM Program Unable to Support Capturing Con
KM Failed to Meet Expectations 2 Generations Failed Need New Generati
Failed KM 1st Generation Timely Information for Decision Support Busi
Context Corrects Erroneous Memory Feedback Corrects Feature Not Bug L
Customers Don't Understand How a New Work Role Saves Time and Money
Circle of Advocates Email to Colleages at CSI to Engage in Analysis S
Study Bridge to Culture of Knowledge Develop Evidence Showing Intelli
Oxton, Greg CSI Email to Colleagues Study Learn SDS Form Circle of Ad
Email to Colleagues Study Learn SDS Form Circle of Advocates

4214 -
421501 -  ..
421502 - Capturing Daily Working Information Stumbling Point for KM
421503 - Service Innovation and Leadership Critical to Knowledge Management
421504 - Context Needs Service Innovation to Understand Meaning of Information
421505 -
421506 - Follow up ref SDS 52 O969.
421507 -
421508 - Greg noted some customers don't understand how a new work role for
421509 - "intelligence" saves time and money.  He recalled cultural viscosity
421510 - that resists improvement is illustrated by the Typical Day Scenario
421511 - using SDS, discussed in our call on 030103. ref SDS 52 S46H  CSI
421512 - focuses on adding value to customer support without a work role for
421513 - adding intelligence to information, also, discussed on 030103.
421514 - ref SDS 52 8U4G  KCS methods allow "demand" to drive investment for
421515 - analysing the record of daily work to discover patterns and solutions
421516 - that save time and money.  He feels Primus demonstrates potential for
421517 - innovation to expand Knowledge Management services.
421519 -  ..
421520 - Communication Metrics poses a vision to advance Knowledge Management,
421521 - as discussed in the NWO, ref OF 8 7055, that fits the CSI model.
421523 -  ..
421524 - Greg said today that reading POIMS shows better management takes a lot
421525 - of hard work using traditional information technology.  This aligns
421526 - with research on 000307 showing that Knowledge Management is hard work
421527 - using popular methods. ref SDS 25 5182  Like using an airplane and
421528 - trained pilots to move people from New York to San Francisco,
421529 - innovation using the SDS tools and skills of Communication Metrics
421530 - make working intelligently a lot faster and easier than using
421531 - conventional methods.  Better intelligence provides knowledge to
421532 - improve earnings and avoid problems that brought PG&E, Enron, Worldcom
421533 - and others to collapse, and rocked national security on September 11,
421534 - 2001, cited in the record of our call on 030103. ref SDS 52 V766
421536 -      ..
421537 -     [On 030111 Gary Johnson organizing the record is difficult, but is
421538 -     much easier than cleaning up and fixing problems that result from
421539 -     failure to work intelligently. ref SDS 54 6M54
421541 -  ..
421542 - Accordingly, helping people understand the need for intelligence takes
421543 - persistant and strong leadership to avoid loss, conflict, crisis and
421544 - calamity, very much like guiding shell shocked troops overcome denial
421545 - that action is essential.
421547 -  ..
421548 - Transformation from IT to KM takes tools, skills and leadership posed
421549 - by KCS and POIMS.  Greg cited Doug Engelbart's ideas on ABC
421550 - improvement.  He described the "B" activity to capture an effective
421551 - record is enabled by SDS.  This requires a new work role, as discussed
421552 - with Doug on 991222. ref SDS 23 3977  So, too, Dave Packard has been
421553 - recognized for building a company where improvement is the driving
421554 - force, rather than products, reviewed on 950608. ref SDS 11 KI6F
421556 -  ..
421557 - CSI has developed a lot of expertise to support the role of knowledge
421558 - workers who use Primus for solving customer problems.  This effort can
421559 - be expanded to help executives, managers, engineers, doctors, lawyers,
421560 - sales people, mechanics, teachers, students, politicians, journalists,
421561 - indeed SDS can help everyone solve a much wider range of problems that
421562 - save a lot more time and money.
421564 -  ..
421565 - Examples of solving difficult problems for executives, doctors,
421566 - mechanics, engineers, etc., are listed in a letter to John Maloney on
421567 - 020708. ref SDS 40 MZ6O
421569 -  ..
421570 - The US Army Corps of Engineers reported ROI on adding intelligence to
421571 - information is 10:1.  Spending a dollar for the Communication Manager
421572 - to get back $10 in savings is good business.  The key is innovation in
421573 - service that adds value throughout the organization, rather than
421574 - merely answer questions by customers who call for help.  Innovation of
421575 - KM properly applied empowers people to leverage "intelligence" rather
421576 - than spread guess and gossip, as explained on 011006. ref SDS 33 EL5F
421578 -  ..
421579 - Greg will try to read through the USACE report, discussed earlier on
421580 - 021031. ref SDS 47 IZ5M
421582 -  ..
421583 - Innovation in service within the CSI agenda makes people productive by
421584 - adding roles to use tools.  The classic example is a pilot who flies a
421585 - a lot of people to their destination faster and cheaper than each can
421586 - accomplish without the pilot and the plane.  SDS and a Com Manager
421587 - enable people to arrive at their destination of understanding complex
421588 - information a lot faster and cheaper than they can accomplish without
421589 - the Com Manager and SDS.  This enables people to do their work quickly
421590 - and accurately, rather than suffer continual bumbling noted by
421591 - Kissinger, reviewed on 940609. ref SDS 9 4238  Another example is an
421592 - accountant who uses spreadsheet programs so that others can avoid the
421593 - burden of tedious calculations and arcane double entry methods, and
421594 - instead focus on generating revenues.  The Communication Manager
421595 - complements the accountant by aligning new information with
421596 - objectives, requirements and commitments in like manner that the
421597 - accountant aligns expenses and income with budgets. The US Army Corps
421598 - of Engineers explains this new role is needed because management is
421599 - more complex.  Generalized intelligence support at the beginning of
421600 - the 21st century reflects conditions that led to the formation of the
421601 - CIA 50 years ago. ref DRP 4 2022 see also NWO. ref OF 7 L97J  Peter
421602 - Drucker makes the same point about new work roles for management to
421603 - meet growing complexity of daily work, reviewed on 931130. ref SDS 8
421604 - 1855
421606 -  ..
421607 - The market place is evolving services to make management effective.  A
421608 - Chief Operating Office (COO) is an example, reviewed on 990625.
421609 - ref SDS 22 8183  Another example is the para legal who assists the
421610 - attorney with research and drafting briefs.  A very simple innovation
421611 - in medical practice is to make patients into a Communication Manager,
421612 - as implied by Kaiser's Healthwise Handbook, also reviewed on 990625.
421613 - ref SDS 21 4185
421615 -  ..
421616 - Greg indicated that POIMS offers a path for innovation to expand
421617 - service beyond customer support.  On 021030 Greg mentioned "context"
421618 - has emerged as an essential innovation to improve performance of
421619 - people and organizations. ref SDS 47 BW5F  SDS enables a cornocopia of
421620 - context because everything is in the right place at the right time,
421621 - demonstrated by this record, and the telephone call on 030103.
421622 - ref SDS 52 V835
421624 -  ..
421625 - Greg will notify colleagues about POIMS and SDS and request feedback
421626 - on alignment with CSI initiatives discussed during our call on 030103.
421627 - ref SDS 52 2U57
421628 -
421629 -     [On 030109 called to follow up. ref SDS 53 0001
421630 -
421631 -     [On 030204 Greg plans to notify colleagues about SDS and ask for
421632 -     feedback; does not expect favorable results, ref SDS 55 3S6M
421633 -     because a lot of people have limited span of attention.
421634 -     ref SDS 55 PR7J
421636 -  ..
421637 - Communication Metrics can be discussed during CSI's next meeting in
421638 - February that will be held in Denver.  If there is interest in
421639 - pursuing common ground, we can talk further about next steps.
421640 -
421641 -     [On 030307 Greg did not send an email on SDS; letter to Greg asks
421642 -     about results of meeting in Denver. ref SDS 56 0001
421644 -  ..
421645 - It could turn out that customer support is a path for introducing
421646 - broader application of KM as people get comfortable with the idea of a
421647 - dedicated knowledge support role.
421648 -
421649 -
421650 -
421651 -
421652 -
421653 -
421654 -
421655 -
421656 -
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4217 -