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
Approved CSG Performing Agreement on Using SDS
Gilbert, Tom Assigned by Jerry Nord to Work on SDS Initially CSG Appr
Approved CSG Performing Agreement on Using SDS

5815 -
5815 -    ..
5816 - Summary/Objective
5817 -
581701 - Follow up ref SDS 17 0000. ref SDS 15 0000.
581702 -
581703 - If someone else evaluates SDS we need to extend the agreement to that
581704 - person, and we need the signed agreement from CSG that SDS is a
581705 - proprietary product of Welch.
581706 -
581707 -
581708 -    1.  Subject: SDS at CSG
581709 -        Date: Fri, 26 Sep 2003 11:42:08 -0500
581710 -        From: "Nord, Jerry"
581711 -        To: "Rod Welch (E-mail)"
581712 -
581714 -         ..
581715 -        Tom Gilbert to Try Using SDS
581716 -
581717 -
581718 -    2.  We are "a go" again at CSG.  From your perspective, what type
581719 -        of daily commitment will Tom Gilbert (first candidate choice)
581720 -        need to make if he uses SDS to manage a single project?  It
581721 -        currently consumes about 25 percent of his day attending
581722 -        meetings, recreating scenarios with our application and
581723 -        conversing with support personnel.   I can and will put
581724 -        together a detailed workday of this project, but for now, just
581725 -        need a "guesstimate".
581726 -
581727 -            [...see response to Jerry below.ref SDS 0 XF7F
581729 -             ..
581730 -            [On 030929 Gary submitted estimated time and other support
581731 -            for Tom. ref SDS 20 XX77
581733 -         ..
581734 -    3.  Will send more specifics on Monday.  Also, email correspondence
581735 -        to CSG address is OK, again.
581737 -         ..
581738 -    4.  JerryN
581739 -
581741 -  ..
581742 - Sent a letter to Gary asking for input on planning....
581743 -
581744 -    1.  Subject: SDS at CSG a "Go" Need Learning Plan
581745 -        Date: Fri, 26 Sep 2003 11:22:41 -0700
581754 -         ..
581755 -    2.  Gary,
581757 -         ..
581758 -    3.  Received the attached from Jerry Nord at CSG, reporting now
581759 -        that the dust has settled on their software roll out, we can
581760 -        get started on performing the Agreement to work with SDS.
581761 -        ref OF 1 0001
581762 -
581763 -
581764 -
581765 -
5818 -

SUBJECTS
Amend Agreement to Slip Dates and Incorporate Tom Gilbert into the Ag
Agreement Terms Accepted Prepare for SDS Project Launch Based on Lang

6104 -
610501 -         ..
610502 -        Agreement Amend to Include Tom Gilbert
610503 -
610504 -
610505 -    4.  Since Jerry is proposing another person work with SDS, and
610506 -        since this is now an official CSG effort, we have some issues
610507 -        to work out on the Agreement that only identifies Jerry as
610508 -        being involved, although CSG is "shirt tailed" into the
610509 -        language, e.g., ref OF 1 BK9R and ref OF 1 0399
610511 -         ..
610512 -    5.  I am going to table those issues at least for a week or so, to
610513 -        see if CSG can get started, because if they crash on take-off,
610514 -        no point in going through the emotional and time consuming
610515 -        effort to worry the language into a pristine edifice.
610516 -
610517 -            [...below, suggest amending agreement that slips the dates
610518 -            on completion. ref SDS 0 VA3V
610520 -             ..
610521 -            [On 030929 Jerry requests amendments by 031007. ref SDS 21
610522 -            T48U
610524 -         ..
610525 -    6.  Jerry is asking for an estimate of time Tom Gilbert needs to
610526 -        invest for using SDS to manage a single project that takes up
610527 -        about 25 percent of his day attending meetings, recreating
610528 -        scenarios with CSG  applications and conversing with support
610529 -        personnel.
610530 -
610531 -            [On 030929 Gary working on support for Tom. ref SDS 20 XX77
610533 -         ..
610534 -    7.  Experience working with you, Ross, Morris and Bill suggests
610535 -        that Tom will not be successful trying to start using SDS to
610536 -        manage a project that takes 25% of his day.  I could be wrong,
610537 -        but it is not clear how you can have some stuff in SDS other
610538 -        stuff elsewhere that is not connected.
610540 -         ..
610541 -    8.  There was discussion with Jerry in a call on 030612, and later
610542 -        confirmed in a letter, that whoever takes up SDS needs to make
610543 -        a front-end investment to re-tool skills for several months
610544 -        before taking SDS for a test drive on a project, ref SDS 4
610545 -        GZ6K, and citing your experience last year. ref SDS 4 5Z6H
610547 -         ..
610548 -    9.  The schedule submitted to Jerry on 030612 expressly shows 2
610549 -        months for learning. ref SDS 4 4R6J
610551 -         ..
610552 -   10.  Of course this record is not fresh in Jerry's mind.  He and Tom
610553 -        and CSG are excited about getting started, and despite prior
610554 -        notice to the contrary, based on their experience learning
610555 -        other software in 20 minutes, they have in mind that Tom will
610556 -        get SDS and start experimenting with it on a project.
610558 -         ..
610559 -   11.  Since SDS takes more time to learn, there is a social and
610560 -        cultural challenge to accomplish transformation.
610562 -         ..
610563 -   12.  For one thing, I think the first step for Tom is to wrestle
610564 -        with POIMS to grasp the objective.  We also need to try and
610565 -        build a strong social connection where he feels comfortable
610566 -        knowing he can get answers when problems occur, as you are
610567 -        doing. I think he should at least talk to you about your
610568 -        experience, or maybe you could draft something, or maybe both.
610570 -         ..
610571 -   13.  Please let me know your thoughts on Jerry's question when time
610572 -        permits.  How can we apply your experience learning SDS to help
610573 -        Tom, per planning on 030612? ref SDS 4 RW5G
610574 -
610575 -            [On 030929 Gary working on support for Tom. ref SDS 20 XX77
610577 -         ..
610578 -   14.  I will write Jerry a note of congratulations and let him know
610579 -        that on Monday we will submit more input.
610580 -
610581 -            [...below is a response to Jerry. ref SDS 0 XF7F
610583 -         ..
610584 -        Thanks.
610586 -         ..
610587 -        Rod.
610589 -         ..
610590 -   15.  PS.  Sending a copy to Morris, Wayne, Bill and Ross for their
610591 -        ideas about learning SDS on the job.  I think Wayne is the only
610592 -        person every to have done this successfully, so any suggestions
610593 -        are helpful.
610595 -         ..
610596 -   16.  This plan to use SDS on some things and not all illustrates the
610597 -        challenge of learning SDS on the job.  We had this problem with
610598 -        Ross, Morris and others.
610599 -
610601 -  ..
610602 - Sent following letter to Jerry, responding to his letter above.
610603 - ref SDS 0 QU3L
610604 -
610605 -    1.  Subject: Congratulations SDS at CSG a "Go"
610606 -        Date: Fri, 26 Sep 2003 12:17:19 -0700
610612 -         ..
610613 -        Jerry,
610615 -         ..
610616 -    2.  Good work getting approval on performing our Agreement; glad to
610617 -        hear that you have someone in mind to support the project.
610618 -        ref SDS 0 QU3L
610620 -         ..
610621 -    3.  I have asked Gary at Aerospace company to submit input on your
610622 -        question for a "guestimate" of time and the steps for learning
610623 -        and using SDS. ref SDS 0 965P  Hopefully, by Monday there will
610624 -        be some details to submit, and in any case let's schedule to
610625 -        talk by phone on Monday, and introduce me to Tom so we can
610626 -        begin to build a working relationship.  If Gary is available,
610627 -        maybe he can join in.  Social dynamics of everybody
610628 -        communicating well together are critical for the mission.  It
610629 -        is particularly important for Tom to know he can get questions
610630 -        answered quickly, and that there should be no hesitancy about
610631 -        asking for help, as you and I have discussed.
610632 -
610633 -            [On 030929 Gary working on support for Tom. ref SDS 20 XX77
610635 -         ..
610636 -    4.  I will be out of town next week, but can be reached by email
610637 -        and phone at...
610642 -         ..
610643 -    5.  Maybe you have already done this, but have you considered
610644 -        asking Tom for some written feedback on POIMS so we can work on
610645 -        building a common vision of the problem to solve and the
610646 -        solution SDS enables through Com Metrics.  Gary spent almost a
610647 -        year on this before he started to learn SDS, and you have,
610648 -        also, done a lot of wrestling with POIMS, illustrated by your
610649 -        letter on 030708. ref SDS 6 7L6J  Once people understand the
610650 -        problems that cause management to fail, e.g., meaning drift,
610651 -        ref OF 4 049O, then the details of how SDS works make more
610652 -        sense, ref OF 6 6649, and there is greater commitment to work
610653 -        through the learning curve.
610655 -         ..
610656 -    6.  Generally, we should be able to implement planning from our
610657 -        telecon on 030612. ref SDS 4 CF3K
610659 -         ..
610660 -    7.  My sense is that we should amend the Agreement to slip the
610661 -        dates one or two months due to the CSG roll out project and the
610662 -        Welch project to improve SDS, per above. ref SDS 0 958U
610663 -
610664 -            [On 030929 Jerry requests amendments by 031007. ref SDS 21
610665 -            T48U
610667 -         ..
610668 -    8.  For example, one task in Tom's work plan is for me to update
610669 -        the software. This past month a major improvement was
610670 -        developed.  I am just completing that now, per the record on
610671 -        030902. ref SDS 18 0000
610673 -         ..
610674 -    9.  An idea that seems attractive is for Tom to spend the next week
610675 -        working with POIMS, talking with the team (Jerry, Gary, Rod) to
610676 -        build "buy-in" on objectives, concepts and mechanics.  By then
610677 -        I will have completed my work and done the testing, then we can
610678 -        update SDS via the web.
610680 -         ..
610681 -   10.  Another step we can do next week is install SDS on Tom's
610682 -        computers.
610684 -         ..
610685 -   11.  These are just preliminary thoughts.  On Monday should have
610686 -        more on the estimate you requested on Tom using SDS for a
610687 -        particular project.
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