CONTACTS 
0201 - Consortium for Service Innovation    650 261 9200
020101 - Mr. Greg Oxton; Executive Director =650 261 9200
020102 - goxton@serviceinnovation.org
020103 - Executive Office

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

2510 -
2510 -    ..
2511 - Summary/Objective
2512 -
251201 - Follow up ref SDS 55 0000. ref SDS 54 0000.
251202 -
251203 - Received ref DRT 1 0001 from Greg responding to follow up calls on the
251204 - letter, ref DIP 5 0001, sent to Greg on 030109, ref SDS 54 0001, that
251205 - confirmed understandings from our meeting on 030107. ref SDS 53 0001
251207 -  ..
251208 - Greg says today....
251209 -
251210 -    1.  Rod, got your messages.  I just have not had time to put the
251211 -        email together.  I don't hold a lot of hope that the group will
251212 -        grab the ideas and run with it.... possible but based on my
251213 -        past experience not likely. ref DRT 1 0001
251215 -  ..
251216 - Greg's experience with CSI aligns with experience working with OHS/DKR
251217 - illustrated by the record on 001126 who hoped to improve by working
251218 - harder using existing skills. ref SDS 24 QW8I
251220 -  ..
251221 - Greg continues...
251222 -
251223 -    2.  I have a meeting with the team in Denver later this month so I
251224 -        plan to get it to them before that and talk with some of them
251225 -        at the meeting. Also, past experience has been they don't read
251226 -        stuff before the meetings.  It is hard getting people's
251227 -        attention these days. ref DRT 1 AR5O
251228 -
251229 -           [On 030307 called and sent letter asking about results.
251230 -           ref SDS 57 AS8O
251232 -         ..
251233 -    3.  I will cc you on the email. ref DRT 1 FR6K
251234 -
251236 -  ..
251237 - Submitted ref DIT 1 0001 saying....
251238 -
251239 -    1.  Thanks for the update.  You might try a little reverse
251240 -        psychology on your group and start by explaining limited span
251241 -        of attention is overwhelmed by information overload, mentioned
251242 -        in your letter today (shown below).  Limited time prevents
251243 -        timely attention to both problems and solutions, as occurred on
251244 -        010911, ref SDS 29 YNGH, likely a few days ago on 030201, as
251245 -        reported by the Washington Post the next day on 030202,
251246 -        ref SDS 56 I38K, and definitely at Enron, World Com, AT&T,
251247 -        Cisco, Intel, Ford, Harvard, the CIA and other places where
251248 -        smart people hang out, as reported on 020204. ref SDS 32 0001
251249 -
251250 -           [On 030307 called and sent letter asking about results.
251251 -           ref SDS 57 AS8O
251253 -         ..
251254 -    2.  Rather than ask folks to initially plow through POIMS, instead
251255 -        ask for feedback on targeted issues in POIMS, ref DIT 1 BZ6M,
251256 -        illustrated by work with Stuart Harrow at DCMA on 020905.
251257 -        ref SDS 42 LM3F
251259 -         ..
251260 -    3.  Notice the action item (a mini project) targets issues in POIMS
251261 -        that are familiar to Stuart based on work in government
251262 -        procurement. ref DIT 1 LE8G  A week or so later on 020912
251263 -        Stuart responded with analysis from reading a portion of POIMS,
251264 -        ref SDS 44 L64O, and, as a result, seemed to recognize that SDS
251265 -        offers a unique solution, asking for more information.
251266 -        ref SDS 44 HH92
251268 -         ..
251269 -    4.  In the case of your group, where it is difficult to get
251270 -        people's attention, try asking for feedback on POIMS treatment
251271 -        of this particular problem, ref DIT 1 AA9G, which is addressed
251272 -        in the introduction, ref OF 1 6221, and further where key
251273 -        management processes are often overlooked due to limited span
251274 -        of attention. ref OF 1 015M
251275 -
251276 -           [On 030307 called to Greg to follow up. ref SDS 57 0001
251278 -         ..
251279 -    5.  This entire section explains the cause of the problem, which
251280 -        then introduces a solution. ref DIT 1 3E4I
251282 -         ..
251283 -    6.  Thanks for keeping after this.  Look forward to your email.
251284 -        ref DIT 1 HE4O
251286 -         ..
251287 -    7.  Feel free to send me a draft.  Once I see the direction you
251288 -        want to take, I can invest time to locate support in the record
251289 -        for your message, ref DIT 1 FF5H, which is part of the Com
251290 -        Manager role for expanding span of attention and saving time to
251291 -        get things done, as related on 911205. ref SDS 5 8402
251292 -
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251301 -