THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
S U M M A R Y
DIARY: January 28, 1992 08:14 AM Tuesday;
Meeting with Wayne on Welch Agreement.
2...Communication Manager Role Aligns Work with Requirements
3...Welch Management Method Encouraces Good Management Practice
4...Dilemma People Want Listening Get Mad When Communication is Accurate
5...SDS Pressures Performance; Psychologically Demanding
6...Love Listening Hate Accountability Dilemma Feel Good Management
7...Conflicts with Feel Good Management Love Listening Hate Accountability
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0201 - Dep Natrl Rscrs & Consvn
020101 - Mr. Wayne Wetzel
Analysis of Pending Tasks
0403 - ..
0404 - Summary/Objective
040501 - Follow up ref SDS 9 0000.
040503 - Wayne is scheduling a progress meeting at 1330 today in the Water
040504 - Resources conference room. He asked me to attend.
DNRC, Welch Contract, A02 - Extend Current Contract
Assignments; Communication Engineer, Metrics
Welch Does Not "Direct" People
Conflict with Existing Methods, Command & Control of the Record
Welch Management Method; Psychologically Demanding, Truth
Pressures People to Use Good Management Practices and This Causes Str
Welch Does Not Direct People to Do Anything SDS Pressures People to U
Psychologically Demanding Com Manager Consistently Discovering Notify
Welch Does Not Direct People SDS Aligns Work with Objectives Requirem
Dilemma People Hate Accountability Love Listening Get Mad Seeing Deta
411301 - ..
411302 - Amendment will extend contract term to end of February and Welch will
411303 - work only on claims during that period.
411305 - ..
411306 - I explained the need to get the authority submitted so there is not a
411307 - repeat of the situation last month, where there is no funding and more
411308 - memos get written.
411312 - ..
4116 - Discussion
411701 - Wayne met with Sarah yesterday and asked her to change some language
411702 - in the amendment to the Welch contract. He wants focus on management
411703 - support so that DNRC can recover claims against Voith and Tudor for
411704 - failure to perform contract requirements. SDS helps people use good
411705 - management practices that comply with contract requirements, so that
411706 - Tudor and Voith cannot claim DNRC is seeking recovery under provisions
411707 - which DNRC is not performing, as discussed with Sarah in recent weeks.
411708 - The Amendment will extend the Welch Agreement to the end of June.
411711 - ..
411712 - Communication Manager Role Aligns Work with Requirements
411713 - Welch Management Method Encouraces Good Management Practice
411715 - Wayne advised that Sarah and Walt are still complaining that Welch is
411716 - directing the work of the Engineer and DNRC.
411718 - ..
411719 - Wayne has pointed out to everyone that Welch does not "direct" anyone
411720 - to do anything. Records in SDS show what people are doing, saying and
411721 - proposing and how work history aligns with objectives, requirements,
411722 - and commitments, as discussed on 920110. ref SDS 6 0869 Knowledge of
411723 - critical connections of cause and effect empowers managers to direct
411724 - the work by taking proactive action in time to avoid problems and
411725 - sieze opportunities under the rule knowledge is power, which he
411726 - described earlier on 911205 explaining the advantage of executive
411727 - support. ref SDS 5 8402 However, this new power for saving time and
411728 - money is causing deep ill feelings, also discussed on 920110,
411729 - ref SDS 6 4839, because responsibility brings accountability that
411730 - makes some people uncomfortable.
411732 - [On 991108 Legend of Prometheus demonstrates long history of
411733 - people avoiding the power of knowledge in order to avoid
411734 - responsibility. ref SDS 25 5368
411736 - ..
411737 - [On 040312 energy connecting cause and effect yields the power of
411738 - knowledge to predict the future under the locality principle
411739 - derived from the irreversibility of time that flows from the 2nd
411740 - law of thermodynamics. ref SDS 28 YH4G
411742 - ..
411743 - He feels reaction is growing against pressure to use good management
411744 - consistently, as we anticipated in the beginning, on 911011.
411745 - ref SDS 3 9382
411747 - [On 920210 SDS pressure more acute. ref SDS 11 8400
411749 - [On 920210 people hate organizational memory. ref SDS 11 1194
411751 - ..
411752 - [On 920501 contract notice provisions cause tension that does not
411753 - feel good at the time. ref SDS 12 0198
411755 - ..
411756 - [On 920714 DNRC concerned record that shows it did not follow the
411757 - contract in every particular precludes using the record to show
411758 - that Voith's failure to perform prevented DNRC from complying with
411759 - some provisions. and ref SDS 13 EX93
411761 - ..
411762 - [On 951103 role of psychologists to improve communication.
411763 - ref SDS 18 4355
411765 - ..
411766 - [On 961017 USACE has same concern. ref SDS 20 1127
People Get Mad When Morris Submits Records to Refresh Recollections
430401 - ..
430402 - Dilemma People Want Listening Get Mad When Communication is Accurate
430403 - SDS Pressures Performance; Psychologically Demanding
430404 - Love Listening Hate Accountability Dilemma Feel Good Management
430405 - Conflicts with Feel Good Management Love Listening Hate Accountability
430407 - Follow up ref SDS 6 4839.
430409 - Wayne said that SDS records showing work aligned with objectives,
430410 - requirements and commitments make people mad, following up discussion
430411 - on 920110. ref SDS 6 GR5K They have to disrupt their work to find
430412 - information that verifies and fills gaps in their memory of events.
430413 - Not finding anything in their notes and files is frustrating, because
430414 - details that previously seemed small and unimportant suddently become
430415 - critical when positioned in the larger context of work history. SDS
430416 - makes people mad because the normal reliance on assumptions from
430417 - personal memory presents risk of mistakes. Clyde Earnest with Tudor
430418 - Engineers made a similar point on 881007. ref SDS 1 KZ5J
430420 - [On 960326 Morris related similar experience at Chips.
430421 - ref SDS 19 TW7M
430423 - ..
430424 - Wayne noted that by the time people get SDS records, a day to a week
430425 - or so after events, they have already told their boss and colleagues
430426 - of initial impressions. People get mad about having to clarify and
430427 - update everyone on details that were perviously omitted or presented
430428 - out of context, and especially if they have to explain mistakes, risks
430429 - of mistakes, or otherwise cause superiors to disrupt their work to
430430 - consider matters that everyone had perviusly thought were unimportant.
430432 - ..
430433 - Wayne commented that pausing to look up accurate information rather
430434 - than rely on erroneous and incomplete memory is a big benefit of SDS
430435 - that helps avoid mistakes by improving listening. When there is a lot
430436 - going on with constant meetings and calls, it is easy for people to
430437 - misunderstand and forget to follow up. SDS helps solve this problem
430438 - by providing a dedicated mechanism that aids listening to understand
430439 - correctly and follow up on time, as related on 890809. ref SDS 2 CJ9J
430440 - However, not everyone really wants better listening, because it takes
430441 - time for deliberation that disrupts everyone's work.
430443 - [On 991014 people avoid links to avoid responsibility for
430444 - knowledge. ref SDS 24 3066
430446 - ..
430447 - [On 991108 Legend of Prometheus shows people object to new way of
430448 - working that brings responsibility for knowledge. ref SDS 25 5368
430450 - ..
430451 - [On 020920 people strongly resist links in SDS records to avoid
430452 - responsibility for knowledge. ref SDS 27 5P3O
430454 - ..
430455 - Wayne said SDS presents a funny dilemma.
430457 - ..
430458 - People love listening. Everyone wants everybody to "listen."
430460 - ..
430461 - However, when mistakes occur many long meetings and ad hoc discussions
430462 - on the phone and in the hallways occur where strong emotions erupt.
430463 - People blame others for not listening, argue endlessly about who was
430464 - dilegent and what was said previoulsy, what is in a contract, what is
430465 - in a memo, and what was changed at a meeting two weeks ago, by a phone
430466 - call yesterday, and by a fax a month ago. Nobody has any records at
430467 - hand, but everyone insists their memory is accurate about what was
430468 - said and done and what people should have understood based on common
430469 - sense. When people finally calms down, there is great contrition
430470 - about mistakes, delay, loss and often tragedy. People feel bad and so
430471 - promise to use more diligence listening carefully to get things done
430472 - correctly, on time and within budget. But, when an SDS record comes
430473 - in people get mad instead of feel a sigh of relief that somebody
430474 - exercised diligence and listened, so that others can get things done.
430475 - People resist pressure of an accurate record that brings understanding
430476 - and enables follow up to save lives, time and money by saying that
430477 - good management, listening and attention to detail are unnecessary
430478 - overkill, that SDS is just one person's interpretation. Wayne
430479 - recalled Sarah's point on 920110 that paradoxically people do not feel
430480 - good about getting feedback in SDS to refine accuracy of
430481 - communication, even though everyone wants others to accurately
430482 - understand them. ref SDS 6 VK4H
430484 - [On 920210 people hate organizational memory. ref SDS 11 1194
430486 - ..
430487 - [On 921127 small, inoccuous details later explode into major
430488 - problems. ref SDS 14 0674
430490 - ..
430491 - [On 940327 Morris reports people get mad when he submits notes
430492 - of meetings to refresh recollections. ref SDS 15 J47F
430494 - ..
430495 - [On 941209 PG&E arguing about who said what at the last meeting.
430496 - ref SDS 17 PK5M
430498 - ..
430499 - [On 961017 USACE staff objected to feedback in SDS because
430500 - people get mad when the record is different from their memory.
430501 - ref SDS 20 5832
430503 - ..
430504 - [On 970707 USAFIT study explains cost overruns caused by complex
430505 - communication cause management to degrade to entropy, i.e.,
430506 - chaos, and fail. ref SDS 22 0108
430508 - ..
430509 - [On 981223 Tom Keesling noticed communication dilemma at USACE.
430510 - ref SDS 23 HS8J
430512 - ..
430513 - [On 020217 Roy Roebuck noticed same dilemma at DOD. ref SDS 26
430514 - 9360
430516 - ..
430517 - People want biological hearing, observing and jotting notes as events
430518 - occur to be "listening" that is good enough to get by, as Morris noted
430519 - on 890809. ref SDS 2 5930 People get mad when others do not listen,
430520 - but, people, also, get mad when they discover that listening requires
430521 - capturing a good record, adding alignment and getting feedback,
430522 - explained in POIMS. ref OF 1 HP6J People, also, get mad because they
430523 - cannot find anything in their records that supports their memory.
430524 - This causes feelings of inadequacy and incompetence. Worry about job
430525 - security causes hurt feelings, resentment and fear of SDS records that
430526 - makes people mad, and so denial builds that effort to ensure accurate
430527 - communications is not really needed, that anything beyond reliance on
430528 - innate memory is unnecessary overkill.
430530 - ..
430531 - On 911121 Morris was disappointed about not having enough time to
430532 - learn SDS. ref SDS 4 7420
430534 - ..
430535 - SDS records show correlations, implications and nuance from connecting
430536 - the dots of daily communication with relevant context from history,
430537 - and with objectives, requirements and commitments that are overlooked
430538 - by busy people due to limited span of attention. This is initially
430539 - often overwhelming because people are not familiar with seeing details
430540 - of daily work. The prospect that so much is missed causes shock and
430541 - fear about how much has been missed in other events where SDS was not
430542 - used. Fear grows about accountability that may result from exposing
430543 - notice of harmful consequences that were not intended, but become
430544 - evident from making connections in SDS showing alignment that is not
430545 - recognized during meetings and calls. Differences between what people
430546 - recognize during communication and what is exposed by the microscope
430547 - of SDS is described as a different "interpretation," that makes people
430548 - mad, and makes good management look like unnecessary overkill that
430549 - reduces wriggle room, explained in POIMS. ref OF 1 026O
430551 - ..
430552 - Stopping to deliberate about past events takes time that delays taking
430553 - action. Planning makes people mad and frustrating. Many prefer to
430554 - avoid seeing the big picture from connecting the dots in SDS records,
430555 - and instead want their memory to be good enough to get by relying on
430556 - remembering only the gist of the story without investing time for
430557 - verification to refine accuracy of understanding, and correcting
430558 - communication that does not line up, as Walt Anderson discussed on
430559 - 911011. ref SDS 3 RV7M
430561 - ..
430562 - In effect, people don't want technology and help using good management
430563 - to succeed. People want technology and help to make bad management,
430564 - that feels good, be successful. It's a dilemma, discussed in POIMS.
430565 - ref OF 1 4079
430567 - [On 920210 people hate organizational memory. ref SDS 11 1194
430569 - ..
430570 - [On 970125 Morris seemed disappointed because SDS works so well.
430571 - ref SDS 21 6693, ref SDS 21 0472
430573 - ..
430574 - The problem on this Voith contract is that the power of SDS is
430575 - being directed inward on DNRC, rather than on Voith, Tudor and now
430576 - Power.
430578 - ..
430579 - Wayne noted that people get mad anyway when listening fails causing
430580 - mistakes, delay, loss, even injury and death. So, hurt feelings that
430581 - make people mad because good management to avoid mistakes is stressful
430582 - not fun, and does not feel good, is not a good reason to avoid using
430583 - SDS for improving accuracy of communication in order to get things
430584 - done correctly and on time.
430586 - [On 941020 yielding to "feel good" management caused greater ill
430587 - feelings later. ref SDS 16 6007]
430589 - ..
430590 - [On 961017 USACE staff recognized that people get mad when
430591 - communication fails so getting mad about feedback in SDS is the
430592 - price people pay for good management. ref SDS 20 144F
430594 - ..
430595 - Wayne wants to let the current hurt feelings heal by permitting Sarah,
430596 - Walt and Power Engineers to develop an independent synergy over the
430597 - next few weeks without the pressure from Welch and SDS on performing
430598 - Agreements and commitments.
430600 - ..
430601 - Wayne feels that within 2 weeks another crisis will develop where they
430602 - will need Welch, but for now he wants me to work only the claims. I
430603 - explained the need to avoid such crisis by managing properly. Wayne
430604 - recognizes this, but believes the best course for now is to relieve
430605 - the pressure of SDS.
430607 - ..
430608 - We did not discuss the need for DNRC to take consistent steps and
430609 - to create a record of compliance with objectives, requirements and
430610 - commitments that is essential in order for DNRC to recover on its
430611 - claims. A claimant's entitlement is diminished when complaining
430612 - another party failed to perform contract provisions which the
430613 - claimant has, itself, failed to perform.
430615 - ..
430616 - Good management is closely linked to claim recovery.
430618 - ..
430619 - Wayne requested a list of information from others needed for the
430620 - claims work. He will send out a written request for this information.
430622 - ..
430623 - I confirmed that I will not be submitting a list of tasks and proposed
430624 - assignments, as Wayne requested at the meeting last Thursday, ref SDS
430625 - 8. Some of this has already been done.
430629 - ..
4309 - 1340 called Wayne
431001 - Related the discussion with Sarah earlier today. ref SDS 10 0001.
431003 - Suggested the amendment provide funding until April with the
431004 - understanding that the Department can terminate the agreement within 2
431005 - weeks. This avoids having to write another amendment to go beyond
431006 - February. Wayne says he is getting mixed signals on what his crew
431007 - really wants from Welch. He will discuss it further with Sarah.
431009 - ..
431010 - I also got a call from Mike Sims this morning from the plant in which
431011 - he related a discussion with Walt and Dave on the merits of SDS. Mike
431012 - feels Dave recognizes the value of this tool.
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