CONTACTS 
0201 - Digital Research, Inc.             408 646 6464
020101 - Mr. David Walker; =408 646 6406
020102 - Technical Support Department; 408 646 6464 fax 649 8209

SUBJECTS
DR DOS 6.0  SN:  1182 0000 015934, CPU #5 Configuration
Getting the same work done in less time
Cost/Benefit of Better Communications
Empowerment to Accomplish Good Management
Reading and Writing, Not Enough Time
SDS Productivity, Power of Microcosm
Productivity Improvement, Communications
Lost in Sea of Details
Shocking SDS Record Organization of
Writing Saves Time Discover Opportunity, Avoiding Mistakes, Investing
Money Earnings Too Many People Having Too Many Problems Competence Ne
Customer Support Unproductive

1614 -
1614 -    ..
1615 - Summary/Objective
1616 -
161601 - Follow up ref SDS 9 0000, ref SDS 8 0000.
161602 -
161603 - After review today, David will send an updated DR DOS program for
161604 - Windows 3.1.  We tried to solve the disk storage problem (which may be
161605 - related to Laplink transfers) and encountered another display problem
161606 - with respect to the LCD on CPU #5.
161608 -  ..
161609 - David has to call us back with further instructions on the disk
161610 - storage and LCD compatibility matters.  DR should respond to all four
161611 - issues reported in the record on 920423. ref SDS 8 0001 (issued to DR
161612 - via our fax - discussed in detail below).
161613 -
161615 -  ..
1617 -
1618 -
1619 - Discussion
1620 -
162001 - David said he received record on 920424, ref SDS 9 A067, transmitted
162002 - earlier by our fax, but has not had time to read the details of the
162003 - problem and what has already been done.
162005 -  ..
162006 - David asked for an explanation of the problem and any diagnostics we
162007 - have already tried.
162009 -  ..
162010 - I advised that this information is set out in the record to expedite
162011 - analysis and resolution of issues in our call.
162013 -  ..
162014 - David said that reports written by his colleagues in technical support
162015 - are not effective for understanding customer problems.  He feels this
162016 - experience indicates customer support cannot understand customer
162017 - problems by reading customer reports of problems.  David advised that
162018 - training and seminars on customer service teach that understanding is
162019 - expedited by talking to the customer rather than invest time to be
162020 - prepared by reading background.  This teaching fosters an attitude
162021 - that reading the record wastes time, and so he asked me to explain the
162022 - problem on the phone.
162023 -
162024 -      [On 960326 people resist reading the record to be prepared for
162025 -      expediting the work. ref SDS 10 LO5G
162027 -       ..
162028 -      [On 990525 engineers don't like to write. ref SDS 12 0966
162029 -
162031 -  ..
162032 - We began reviewing the problem with the "diskopt" operation, per
162033 - below. ref SDS 0 IF9K
162035 -  ..
162036 - After about 30 minutes, David said he has learned from experience
162037 - using the record today to explain problems that solving these issues
162038 - in this case can be expedited by understanding background.  He offered
162039 - to hang up and read the record, so he is prepared to work effectively.
162040 - He said that if he has the record in front of him he can highlight
162041 - things and make connections pointing to a solution, rather than waste
162042 - time tryng to listen and write things down that are already written
162043 - down.  He apoligized for insisting on talking before being prepared to
162044 - have a constructive discussion. I agreed.
162045 -
162047 -  ..
162048 - Getting Information into SDS Records Expedites the Work
162049 -
162050 - David called back about 15 minutes later and said he has never seen
162051 - information that is connected together like the record on 920424,
162052 - ref SDS 9 0001 and on 920434, ref SDS 8 0000, that show how events are
162053 - related so people can understand cause and effect.
162055 -  ..
162056 - David said the record is more helpful than he expected because all of
162057 - the information needed to understand the problem is in the record,
162058 - with links to context that enabled him to formulate a solution.
162059 -
162060 -      [On 960326 Morris had similar experience resisting investing time
162061 -      to read the record for being prepared to work effectively,
162062 -      ref SDS 10 LO5G, then after reading the record, discovers issues
162063 -      are resolved. ref SDS 10 FG5J
162065 -       ..
162066 -      [On 970107 contractor had similar experience. ref SDS 11 4953
162068 -       ..
162069 -      [On 020606 Brenda Cannon at Microsoft said SDS records are more
162070 -      helpful finding information to get things done than other
162071 -      programs used at Microsoft. ref SDS 13 L99K
162072 -
162074 -  ..
162075 - The problems we encountered are somewhat the same as those reported by
162076 - Bert Brendle when he installed DR DOS 6.0 on CPU #2, ref SDS 4 7306
162077 -
162078 -
162079 -
162080 -
162081 -
162082 -
1621 -

SUBJECTS
DR DOS 6.0  SN:  1182 0000 015934
SuperStor Disk Compression
CPU #5 Configuration
Laplink Pro v. 4.0b SN:  209431

1906 -
190701 -  ..
190702 - How can we achieve the data compression cited in the DR DOS manual at
190703 - page 471?
190704 -
190706 -  ..
190707 - Laplink Compatibility with Superstor
190708 -
190709 - We considered the effect of using Laplink.
190710 -
190711 -    David asked another colleague about this point and indicated that
190712 -    Superstor may not be entirely compatible with Laplink.
190713 -
190714 -
190716 -  ..
1908 -
1909 -
1910 - Solution Efforts
1911 -
191101 - Chkdsk /f & Laplink
191102 -
191103 - David said an associate suggested to him that we try using chkdsk /f
191104 - to recover disk space that seems to be lost, as a result of
191105 - transferring files with Laplink.
191106 -
191107 - We did a chkdsk /f on the f drive which previously reported 0 bytes
191108 - available.
191109 -
191110 -       This ran (after about 5 minutes) and seems to have freed about 8
191111 -       MB on f.  It took much longer (3 to 4 times) to run than it
191112 -       typically does under MS DOS 5.0.
191113 -
191115 -  ..
191116 - Chkdsk Failure of D
191117 -
191118 - Initially, chkdsk failed on the d: drive.  It ran for about 5 minutes,
191119 - so we had to boot the computer and start over.
191121 -  ..
191122 - Norton Disk Doctor
191123 -
191124 - We then ran Norton Disk Doctor on d: drive; then ran chkdsk again, and
191125 - it completed a report, but reported no free space on d.
191127 -  ..
191128 - Diskopt
191129 -
191130 - Diskopt - LCD screen did not seem to show us the screen in a way we
191131 - could select options.  Tried diskopt d:.  Then opened the menu with
191132 - Alt o and used down arrow key to initialize optimization.
191133 -
191135 -        ..
191136 -       Diskopt = Speed Disk
191137 -
191138 -       Diskopt seems to be a similar program to Norton's speed disk
191139 -       program.
191140 -
191141 -   When this completed, and I pressed ESC, the thing began reading the
191142 -   disk for about 30 seconds before the c: drive appeared.
191143 -
191145 -  ..
191146 - We then re-booted and ran chkdsk.
191148 -  ..
191149 - This did not solve the problem; still shows 0 bytes available on d.
191150 - David will try to emulate the problem by doing a test with laplink.
191151 -
191152 -
191153 -
191154 -
191155 -
191156 -
1912 -
1913 -

SUBJECTS
DR DOS 6.0  SN:  1182 0000 015934
CPU #5 Configuration
LCD Screen & Windows 3.1 Support

2105 -
210601 -  ..
210602 - The LCD screen is still not doing a good job of showing various
210603 - aspects of GUI environments.
210605 -  ..
210606 - Diskopt would not show where the cursor was on the screen.  We could
210607 - not see the menus to select options.
210608 -
210609 -    David said we should run setup to configure the display driver for
210610 -    LCD.  I explained I tried to do this, but evidently was
210611 -    unsuccessful.
210613 -     ..
210614 -    David will advise on a solution for this matter.
210615 -
210616 -
210617 -
210618 -
2107 -

SUBJECTS
DR DOS 6.0  SN:  1182 0000 015934
CPU #5 Configuration
Memory Management, Load Drivers High

2305 -
230601 -  ..
230602 - DR should advise if any changes in the following files would improve
230603 - memory management?
230604 -
230605 -
230606 -
230607 -
230608 -
230609 -
230610 -