CONTACTS 
0201 - CSG Systems Inc.                                                                                                                                                   O-00000795 0404
020101 - Mr. Jerry J. Nord

SUBJECTS
CD Copy Files to Corresponding Directories on the Disk
Files Removed from CSG and Jerry's Laptop Computer Improper Files on
SDS CD Improper Files Discovered by CSG Notified by Jerry
CSG Terminates SDS Pilot Test Subject to Review After 030901
Terminate CSG SDS Pilot Test Subject to Review After 030901
Time Not Enough to Learn SDS Letter to Jerry Terminate SDS at CSG Bec
Section 4 Termination 6 Month Evaluation Period for Technology Transf
Letter to Jerry Terminate SDS at CSG Because CSG Has Terminated Work
Cultural Resistance How Hard to Push Visiblity CSG Management Aware S
Time Allocate to Re-tool Skills SDS for Com Metrics Skills to Accompl

4812 -
4812 -    ..
4813 - Summary/Objective
4814 -
481401 - Follow up ref SDS 16 0000. ref SDS 15 0000.
481402 -
481403 - Submitted an email to Jerry further answering Jerry's letter on
481404 - 030821, and saying...
481405 -
481406 -    1.  Again, sorry to have sent a copy of analysis on improving
481407 -        management at Aerospace company that seemed related to issues we have been
481408 -        discussing at CSG. ref DIT 1 0001
481410 -  ..
481411 - This refers to another letter Jerry sent complaining about getting
481412 - copy yesterday of a letter to Gary at Aerospace company, ref SDS 17 L78G, after
481413 - Jerry's letter yesterday saying to send correspondence on SDS to his
481414 - home address rather than to him at CSG. ref SDS 16 QM8L
481416 -  ..
481417 - Letter to Jerry continues...
481418 -
481419 -    2.  As well, I want to apologize to you personally in the strongest
481420 -        way possible for any harm this matter has caused you, including
481421 -        extra time you have been forced to expend to deal with a
481422 -        collateral issue.  Having just spent the past week on a host of
481423 -        similar problems, I know that this has been difficult and
481424 -        disappointing for you, and so regret deeply that our effort to
481425 -        do something useful, has instead started off on the wrong foot.
481426 -        ref DIT 1 GL5O
481428 -         ..
481429 -    3.  Your letter on 030821, shown below, says that the SDS effort is
481430 -        terminated at CSG subject to review after 030901.  This is only
481431 -        a week away, however, as you know things have a way of falling
481432 -        through the cracks, and so would like to set a course in light
481433 -        of CSG's concerns. ref DIT 1 YF6M
481435 -         ..
481436 -    4.  A few months ago, Millie and I were at Kaiser.  We pressed the
481437 -        doctor about follow up testing and treatments in relation to
481438 -        prognosis for remission.  At the time, the doctor said
481439 -        something like "Look, normally, I tailor disclosure to patients
481440 -        in a way that minimizes impact on emotions, since positive
481441 -        outlook has a lot to do with recovery. My sense from your
481442 -        questions today is that this case should be more forthright,
481443 -        since your emotional strength comes from a clear understanding
481444 -        of the facts on the ground." ref DIT 1 NL7J
481446 -         ..
481447 -    5.  At this point Millie and I sort of looked at one another and
481448 -        then asked...
481450 -         ..
481451 -        "So, what's the actual story?" ref DIT 1 DM8K
481453 -         ..
481454 -    6.  The doctor then said that he has always viewed this case as one
481455 -        that will require multiple treatments, and so elevated cancer
481456 -        markers reported the past few months following completion of
481457 -        treatments in February appear to validate the original
481458 -        assessment.  Thus, this likely means there are more cancer
481459 -        treatments coming up, barring a miracle. ref DIT 1 PM9G
481461 -         ..
481462 -    7.  Similar feelings permeate the SDS "case" at CSG, and it is not
481463 -        clear that any treatment can succeed, barring a "miracle."
481464 -        ref DIT 1 JM9O
481466 -         ..
481467 -    8.  Regardless of the recent incident, I have always felt that it
481468 -        is necessary to devote a large block of time for anyone to gain
481469 -        enough skill to meet expectations for improving management and
481470 -        earnings, ref DIT 1 MO4I, as noted in your letter on 020415.
481471 -        ref SDS 5 Q75M  Dedicated time is needed for learning enough to
481472 -        re-tool management skills because SDS integrates a number of
481473 -        core management requirements, set out in POIMS, ref OF 4 2688,
481474 -        and using these skills together brings improvement from
481475 -        performing the eight (8) steps of Communication Metrics, listed
481476 -        in the record on 001219. ref SDS 2 4W4L  Just learning and
481477 -        doing a few things doesn't work with SDS, as it does with other
481478 -        programs that don't improve productivity and earnings, as
481479 -        related on 010924. ref SDS 4 XT5F  However, as noted on 890809,
481480 -        learning integrated tasks is complex and so takes time.
481481 -        ref SDS 1 6162
481483 -         ..
481484 -    9.  Recall, I mentioned that Gary had several months at home prior
481485 -        to starting up at Aerospace company.  Accordingly, there was a suggestion
481486 -        that you try to take some time off or assign someone who does
481487 -        not have your management obligations that limit the time
481488 -        available for transition from IT to KM. ref DIT 1 WO5I
481490 -         ..
481491 -   10.  I bit my lip when the license issue came up, and you decided to
481492 -        be the chief learner and work on the license over the next few
481493 -        months.  With luck, we might have pulled this off, so that
481494 -        someone else could be assigned to be the main SDS person, like
481495 -        Gary is at Aerospace company.  Gary doesn't have management
481496 -        responsibilities at Aerospace company.  He goes to meetings and writes SDS
481497 -        records on the meetings.  He was not hired for this task, his
481498 -        job has evolved into the project "scribe," illustrated by the
481499 -        report yesterday that Gary is referred to as the "history
481500 -        button" to push for timely, accurate organizational memory.
481501 -        ref SDS 17 NH5N  Now that management knows he has this skill,
481502 -        he gets invited to more meetings.  That is a growing burden,
481503 -        because obviously one person cannot be the Com Manager for all
481504 -        of Aerospace company or even all of the  combat project. ref DIT 1 4P6F
481506 -         ..
481507 -   11.  If CSG forecloses using SDS on the job, that makes the task of
481508 -        learning SDS a lot harder, because there is no opportunity to
481509 -        implement the plan, perform, report cycle that is the engine of
481510 -        the thing.  With SDS, there is no work, no home, no in between,
481511 -        rather it is an "encyclopedia" of a life.  I could be wrong,
481512 -        but that is my sense of the situation. ref DIT 1 4J3O
481514 -         ..
481515 -   12.  So, bottom line, I will be greatly disappointed, but will
481516 -        understand if you decide to step away from working with SDS.
481517 -        In that case, please return the CD (I sent a replacement the
481518 -        other day which you should get today or tomorrow), and send me
481519 -        a note saying SDS has been removed under terms of our
481520 -        agreement. ref DIT 1 HJ4M
481522 -         ..
481523 -   13.  PS.  If you decide to terminate, I will have to send a letter
481524 -        to you at CSG simply as a close out.  If you like, I can send a
481525 -        draft to this back channel address for review prior to
481526 -        submission to CSG. ref DIT 1 00W2
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