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

SUBJECTS
Teleconference CSG SDS Project Launch
Project Launch Plan SDS at CSG Teleconference
Plan Launch SDS Project at CSG Teleconference
CSG Teleconference SDS Project Launch

1606 -
1606 -    ..
1607 - Summary/Objective
1608 -
160801 - Follow up ref SDS 27 0000. ref SDS 25 0000.
160802 -
160803 - Jerry introduced Jeff Anderson and Tom Gilbert.  Tom has been assigned
160804 - to work with SDS, and will coordinate with Jerry on this task, but his
160805 - time is allocated by Jeff, and so Jeff needs to be in the loop on
160806 - Tom's progress. ref SDS 0 GQ93  Tom will submit analysis and questions
160807 - from reviewing POIMS and other foundational documents over the next
160808 - week in order to determine the purpose of SDS in relation to other
160809 - technologies and methods used at CSG for daily management. ref SDS 0
160810 - GQ4L  Tom will write up a report on the teleconference today showing
160811 - CSG current practice on follow up for meetings. ref SDS 0 WA4N  Jerry
160812 - feels "scribe" is outdated for the role of intelligence support.  Gary
160813 - Johnson is using "analyst" at Aerospace company.  Communication Analyst helps
160814 - people understand the added value of SDS. ref SDS 0 IF5H  The "SDS
160815 - Launch Plan" submitted by Gary estimates that learning SDS will
160816 - require about 2 months per experience at Aerospace company.  CSG has approved Tom
160817 - allocating an hour a day for studying SDS on the job. "Homework" to
160818 - supplement office study in the manner of getting a graduate degree,
160819 - like an MBA, will satisfy requirements of the launch plan. ref SDS 0
160820 - LG4H  Everybody agreed the first "project" at CSG where SDS will be
160821 - applied is for Tom to learn SDS; this reduces the risk that mission
160822 - critical work will be delayed due to inexperience using SDS and will
160823 - reduce initial frustration learning new tasks that otherwise place the
160824 - project at risk. ref SDS 0 FI5G  Pro bono work applying SDS for Com
160825 - Metrics to CSG activities can be performed where necessary to
160826 - demonstrate early return to CSG. ref SDS 0 WB36  Regular communication
160827 - between Jerry and Tom, and talking to Rod once a day for help learning
160828 - specific tasks and procedures are integral steps in transformation.
160829 - ref SDS 0 WB39  Rod will revise the Agreement to slip the dates for
160830 - the project; and, Jerry is working on a site license so that expanding
160831 - use of SDS at CSG is less complicated in protecting intellectual
160832 - property. ref SDS 0 VA4S  Jerry has worked out a plan for installing
160833 - SDS on the CSG network which fits the model of the SDS design.
160834 - ref SDS 0 VA4X
160835 -
160836 -
160837 -
160838 -
160839 -
160840 -
160842 -  ..
1609 -
1610 -
1611 - Discussion
1612 -
161201 - SDS Project Launch Meeting...
161202 -
161203 - This meeting continues prior work to enable CSG employees to use SDS
161204 - for the purpose of business evaluation called out in the Agreement,
161205 - ref OF 1 0001, signed on 030724.
161206 -
161207 -    1.  Introductions.
161208 -
161209 -        Jerry Nord
161210 -        Tom Gilbert
161211 -
161212 -           Everybody knows Jerry, and he provided some background on
161213 -           Tom's role at CSG in a call the other day.
161215 -         ..
161216 -        Jeff Anderson, Senior Analyst
161217 -
161218 -           Tom reports to Jeff, and so his time on SDS impacts Jeff's
161219 -           budgets and schedules, i.e., time invested has to be made
161220 -           up by others.  Jeff needs to be in the loop on progress so
161221 -           he sees a pay off is coming down the line.
161222 -
161223 -              [On 031006 record on telecon with Tom asks about
161224 -              including Jeff in communication stream? ref SDS 28 EV4F
161226 -         ..
161227 -        Gary
161228 -
161229 -           Gary is a lead engineer using SDS at Aerospace company on the Future
161230 -           Combat Systems project.
161232 -         ..
161233 -        Rod Welch
161234 -
161235 -           Developed SDS for Com Metrics, per background reported on
161236 -           000723. ref SDS 3 0001
161237 -
161238 -
161239 -
161240 -
1613 -

SUBJECTS
Foundational Document Review
SDS Improvements Completed by Rod Ready to Install and Update SDS on
POIMS Link Requirements for SDS Align with Objectives
Gilbert, Tom POIMS Link Requirements for SDS Align with Objectives fo
Foundational Documents Disciples Spreading Word Wide as the Waters Bu
Written Analysis on POIMS SDS Learn Use Tom Gilbert About 30 Good Scr

2108 -
210901 -         ..
210902 -    2.  Review foundational documents.
210903 -
210904 -        POIMS review, ref OF 3 0001, and submit written analysis
210905 -        similar to Jerry's work on 030708, ref SDS 11 0001, and per
210906 -        planning on 030926. ref SDS 25 VH6V
210908 -         ..
210909 -        Communication Metrics, review eight (8) steps for implementing
210910 -        SDS, listed on 001219. ref SDS 4 4W4L
210912 -         ..
210913 -        Review typical day scenario using SDS. ref OF 9 0001
210915 -         ..
210916 -        Tom will spend this week working with POIMS, talking with the
210917 -        team (Jerry, Gary, Rod) to build "buy-in" on objectives,
210918 -        concepts and mechanics.  By then work will be completed and
210919 -        tested on SDS improvements begun on 030902, ref SDS 23 0000, so
210920 -        that updated code can be submitted via the web next week, as
210921 -        planned in the letter to Jerry reported on 030926. ref SDS 25
210922 -        VA5V
210924 -         ..
210925 -        Gary mentioned during the call today that he spent a year
210926 -        studying POIMS, before trying SDS, and that using SDS answers a
210927 -        lot of questions about objectives, philosophy, and, of course,
210928 -        about practice. as related in the SDS Launch plan Gary
210929 -        developed for CSG on 030929. ref SDS 26 US80  This suggests
210930 -        that using SDS and studying POIMS in combination, as Jerry and
210931 -        Tom are proposing, should expedite getting up to speed, and so
210932 -        help meet expectations by management to see results.
210933 -
210934 -
210935 -
2110 -

SUBJECTS
Tom Submit Report on SDS Project Launch Teleconference Demon
Began Writing Reports on Meetings Acquired Ex-oficio Titl
Scribe Outdated Title for 21st Century Requirements to Perform Analys

2405 -
240601 -         ..
240602 -        Report on Teleconference Today Sets Goal for Improvement
240603 -
240604 -        Tom will submit a report on the conference call today that
240605 -        demonstrates normal work product that is expected for CSG
240606 -        meetings, as a baseline for improvement by SDS.
240607 -
240608 -            [On 031008 reporting that earlier on 031003 Tom sumbitted a
240609 -            record for the meeting today. ref SDS 29 0001
240611 -         ..
240612 -        Jerry noted that before all of the parties were joined in the
240613 -        conference call today, Gary explained that SDS is much
240614 -        more than a technology for meeting minutes, although that is
240615 -        one form of deliverable.  Jerry noted that meeting notes are
240616 -        not a common business practice at CSG, which is typical of most
240617 -        situations.  Until Gary started issuing SDS records, people
240618 -        just show up and talk, then go to the next meeting.  Now that
240619 -        he has issuing SDS records, demand has grown, because when
240620 -        people gain experience using SDS work product, they are able to
240621 -        recognize the benefits of an "intelligence" process that adds
240622 -        value to information.
240623 -
240624 -            [On 031009 Jerry recalled Gary's explanation of the scope
240625 -            SDS supports, after getting a letter confirming the call
240626 -            today on this point. ref SDS 30 SP7H
240628 -         ..
240629 -        Jerry further indicated that within the recent past, he has
240630 -        begun distributing records on some meetings, and this has led
240631 -        to the title of "Scribe."  However, "Scribe" is outdated, and
240632 -        does not really encompass the requirement to add value to
240633 -        communications supported by SDS, per Gary's comments.
240635 -         ..
240636 -        Jerry's experience fits ideas discussed the past few months
240637 -        with Gary on the title for the person using SDS to support a
240638 -        team, project and operations.
240640 -         ..
240641 -        In the same way that "scribe" is helpful, but inadequate, so,
240642 -        too, "Communication Manager" was developed on 950327,
240643 -        ref SDS 2 6118, yet, seems awkward.  Recently "Communication
240644 -        Analyst" was adopted because "analyst" is a common role.
240645 -        Generally, merely saying that so and so is an analyst is
240646 -        adequate, where the context is clear.  When needed,
240647 -        "Communication Analyst" can be helpful to clarify that SDS is
240648 -        used for adding value to calls, meetings and documents, i.e.,
240649 -        communication.
240650 -
240651 -
240652 -
2407 -

SUBJECTS
Time Estimate Learning Implementing SDS
1 Hour on Job for Learning SDS Requires Home Work Tom Gilbert

2804 -
280501 -         ..
280502 -    3.  Launch Plan and Estimate of Time 1 Hour on Job and Home Work
280503 -
280504 -        We reviewed Gary's lesson plan dated 030929,
280505 -        ref SDS 26 0001, responding to Jerry's request for estimating
280506 -        time commitments to learn SDS, received on 030926. ref SDS 25
280507 -        QU3L
280509 -         ..
280510 -        Generally, we should implement planning from telecon with Jerry
280511 -        on 030612. ref SDS 7 CF3K
280513 -         ..
280514 -        Jerry explained that CSG does planning based on hours, and so
280515 -        asked how many hours are contemplated in the estimate of days?
280517 -         ..
280518 -        The launch plan contemplates "days" as spending 2 - 3 hours a
280519 -        day on SDS, and recognizes this may not be possible due to
280520 -        other duties, and so allocates additional time by stretching
280521 -        out the learning curve from 1 to 2 months. ref SDS 26 I53L
280523 -         ..
280524 -        Jerry advised that CSG has approved Tom investing an hour a day
280525 -        for learning SDS.  We reviewed the idea that learning SDS is
280526 -        like getting an MBA degree or taking a graduate course.  People
280527 -        spend an hour in class, and then do "home work" to expedite
280528 -        learning.  This means putting SDS on Tom's home computer, so he
280529 -        can work transparently between work and home. This will give
280530 -        the SDS project a good chance to "graduate" from trial to
280531 -        deployment and then a business opportunity.
280533 -         ..
280534 -        Tom said he is agreeable to this plan.
280535 -
280536 -
280537 -
2806 -

SUBJECTS
Learn SDS 1st Project for Applying SDS at CSG for 2 Months

3003 -
300401 -         ..
300402 -        Learning SDS First "Project" to Apply SDS and Com Metrics
300403 -
300404 -        The plan is to use SDS initially only to learn SDS for two
300405 -        months.  Learning SDS is the first "project" for applying SDS
300406 -        at CSG to perform the eight (8) steps of Communication Metrics.
300407 -        When Tom feels comfortable using these new skills, as related
300408 -        on 001219, ref SDS 4 4W4L, then apply those skills to other CSG
300409 -        operations and projects.  This plan eliminates tension between
300410 -        learning and having to get things done to meet time
300411 -        commitments on CSG operations.
300412 -
300413 -
300414 -
3005 -

SUBJECTS
CSG Wants Immediate Return Benefits Improve Management Rod Can Do Pro

3103 -
310401 -         ..
310402 -        Benefits from Com Metrics Can Commence with Pro Bono Support
310403 -
310404 -        Jerry seemed to relate that CSG management expects to begin
310405 -        seeing SDS work product to support CSG operations.  The plan
310406 -        calls for this result to begin in two (2) months, and this
310407 -        might be reduced to a month if everything goes really well.
310408 -
310409 -            For marketing purposes, something to consider would be to
310410 -            submit rough notes of meetings to Welch, and Rod will
310411 -            prepare some initial records for meetings to illustrate SDS
310412 -            work product and to support CSG work, so that management
310413 -            feels it is getting some return on allowing Tom to allocate
310414 -            time for learning SDS.
310416 -             ..
310417 -            Gary pointed out that experience at Aerospace company shows it takes
310418 -            time to get the feel for how to prepare useful SDS records.
310419 -            He started out his first record on a big 3 day technical
310420 -            exchange review meeting, and this was problematic, because
310421 -            he had not acquired the sufficient skill yet, even after
310422 -            four (4) months using SDS.  We want to try a different
310423 -            approach at CSG in order to avoid the emotional stress on
310424 -            Tom that comes from having to apply skills that are still
310425 -            emerging.
310427 -             ..
310428 -            If we need to "show the flag" to maintain support for SDS,
310429 -            then let's consider a solution for filling in the gap.  We
310430 -            can do it as a training exercise for Tom, with the record
310431 -            issued under Tom's letterhead.
310432 -
310433 -
310434 -
310435 -
3105 -

SUBJECTS
Meeting Daily Between Tom Gilbert and Jerry Nord and Rod Welch Avoid
Dark Avoid Maintain Frequent Daily Contact by Phone Email Communicati
Best Practices Communication Regular Avoid Going Dark Maintain Freque

4205 -
420601 -         ..
420602 -        Communication Daily for Learning SDS Reported in SDS Record
420603 -
420604 -        Follow up ref SDS 8 6W51.
420605 -
420606 -        The plan for Tom to go talk to Jerry everyday on his progress
420607 -        learning SDS, will be supplemented by Tom calling Rod and
420608 -        discussing problems and asking questions on a daily basis.
420609 -        This gives Tom some specific things to report in SDS, as
420610 -        illustrated by this record.
420612 -         ..
420613 -        Regular communications accomplishes Jerry's objective to avoid
420614 -        "going dark" by maintaining continual work stream to implement
420615 -        SDS, recommended by Jerry on 030620. ref SDS 8 6W51
420616 -
420617 -            [On 031008 Tom follows up with plans to discuss with Jerry
420618 -            understandings drawn from reviewing POIMS about how SDS
420619 -            enables Com Metrics that adds value to CSG management and
420620 -            practices. ref SDS 29 814G
420621 -
420622 -
420623 -
420624 -
4207 -

SUBJECTS
Dates Change Agreement that to Reflect Revised Starting Dates Agreeme
Gilbert, Tom Listed as Signature on Revised Agreement on SDS Review a
Amendment that Changes Dates to Reflect Revised Starting Dates Agreem
Approved CSG Performing Agreement on Using SDS
Amendment that Changes Dates to Reflect Revised Starting Dates Agreem

6907 -
690801 -         ..
690802 -    4.  Agreement Revisions on Time and Staff
690803 -
690804 -        Amend the Agreement to slip the dates one or two months due to
690805 -        the CSG roll out project and the Welch project to improve SDS,
690806 -        per letter to Jerry on 030926. ref SDS 25 VA4S
690808 -         ..
690809 -        Jerry is working on getting his amended agreement with CSG
690810 -        signed.  This has been on hold, but Jerry will follow up
690811 -        tomorrow.
690813 -         ..
690814 -        We will include Tom as a signatory on the SDS Agreement, and if
690815 -        he has an agreement with CSG, similar to Jerry's, then Tom can
690816 -        get it updated to include SDS, and signed by CSG, as well.
690818 -         ..
690819 -        Jerry is working on preparing a site license for CSG to use
690820 -        SDS.  He has consulted counsel, and expects to have a draft
690821 -        document that can be worked together in the near term.
690822 -
690823 -
690824 -
690825 -
6909 -

SUBJECTS
SDS Install Using CSG Network Drives for Data Base Gilbert, Tom
CSG Teleconference SDS Project Launch
Gilbert, Tom Install SDS on CSG Network to Learn and Use SDS

7405 -
740601 -         ..
740602 -    5.  Install SDS on Tom's computer and update the program, per
740603 -        planning on 030926. ref SDS 25 VA4X
740605 -         ..
740606 -        This will be done next week, after Rod completes improvements,
740607 -        and after we get feedback from Tom on POIMS, per above.
740608 -        ref SDS 0 GQ4L
740610 -         ..
740611 -        Jerry asked if SDS can use network drives can access the SDS
740612 -        record?  Using the CSG network would reduce the burden on Tom
740613 -        to configure his computer with multiple partitions for using
740614 -        SDS.
740615 -
740616 -            [On 031013 installed SDS on Jerry's office computer and
740617 -            this seemed to be successful. ref SDS 31 5I8G
740619 -         ..
740620 -        This was done at PG&E on 940815, and seemed to work.
740621 -        ref SDS 1 0001  Issues that arise are...
740622 -
740623 -            1.  Reliability of network.
740624 -            2.  Responsiveness of network.
740626 -         ..
740627 -        Since SDS is a tool to augment human thinking and memory,
740628 -        reliability and responsiveness are critical.  Experience at
740629 -        PG&E showed that SDS can run on the network, but users are
740630 -        often frustrated, and productivity suffers due to network
740631 -        issues that do come up when running SDS on a personal computer.
740633 -         ..
740634 -        Another issue is using SDS on Tom's home computer?  Can Tom
740635 -        access the CSG network from home, or can he configure his home
740636 -        computer and notebook to run SDS in the development version on
740637 -        cdefgh?
740638 -
740639 -
7407 -

SUBJECTS
SDS Installation for Jerry Nord Completed to Complement Tom Gilbert L
Nord, Jerry Install SDS on CSG Network to Learn and Use SDS
Teleconference CSG SDS Project Launch

7705 -
770601 -         ..
770602 -        Install SDS on Jerry's Computers
770603 -
770604 -        Jerry advised that he wants to complete installation on his
770605 -        computer at work, and at home, so that with Tom being the chief
770606 -        learner, he can get help from Tom and they can help each other.
770608 -         ..
770609 -        This dynamic will expedite learning by everyone.  A terrific
770610 -        idea.
770611 -
770612 -
770613 -
770614 -
770615 -
7707 -

SUBJECTS
Medit Features for Programming Microsoft Outlook Express and Word to

7803 -
780401 -         ..
780402 -    6.  Jerry wants to discuss other issues tomorrow.
780403 -
780404 -        Jerry will call tomorrow in the afternoon (CSG time) to discuss
780405 -        questions he has on Medit that relate to Microsoft programs,
780406 -        per our telecon on Tuesday, 030930. ref SDS 27 4Q5N
780407 -
780408 -
780409 -
780410 -
780411 -
780412 -
780413 -
780414 -
780415 -
780416 -
780417 -
7805 -