THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
rodwelch@pacbell.net


S U M M A R Y


DIARY: December 2, 1997 02:00 PM Tuesday; Rod Welch

Presentation Communication Metrics USACE CEMP, Jim Jones, sponsor.

1...Summary/Objective
2...Paperless Office, Virtual Office, Repository of Experience
3...Communication Metrics Delivers Anytime, Anywhere Intelligence
4...Tom Keesling Could Not Attend Due to Late Notification
5...Communication Captures Key Events, as Needed
6...Intelligence Improves Management, Reduces Costs, Saves Time
7...Communication Metrics Improves Management, Saves Time and Money
.....People need clear, concise and complete understanding of
.....Communication Metrics provides "summary" so managers can absorb a
.....Conventional Notetaking is improved as follows...
.....USACE Management Training Film Shows Better Communication Needed
8...New Realities of Business Environment Require New Way of Working
9...Leadership Turns Fear of Accountability into Intelligence
....Intelligence is Listening, Organizing, Aligning, Planning
....Internet Delivers Intelligence for Common Understanding, Follow Up
....Understanding and Follow Up Save Time and Money
10...USACE Initiative on Business Metrics Can Improve Communication
11...Good Management Makes Litigation Easier to Win, Reduces Costs
12...RMS Provides Document Management that Can Support Comm Metrics
13...Communication Metrics Should be Studied for Cost Saving Opportunity


..............
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CONTACTS 
0201 - U.S. Army Corps of Engineers                                                                                                                                       O-00000677 0102
020101 - Mr. James R. Jones, P.E.; Deputy Chief
020102 - Office of the Chief, CEMP-E                                                                                                                                      O-00000677 0102
020103 - Mr. Edward J. East; 202 761 1114 fax 1649                                                                                                                        O-00000677 0202
020104 - Construction and Design Branch, CEMP-EC                                                                                                                          O-00000677 0202
020105 - Mr. Richard Daley                                                                                                                                                O-00000677 0203
020106 - Construction and Design Branch, CEMP-EC                                                                                                                          O-00000677 0203
020107 - Ms. Jean A. McGinn; CEMP-EE                                                                                                                                      O-ch, CEMP-EE =Telephone
020108 - Cost Engineering and Program Formulation Branch, CEMP-EE                                                                                                         O-ch, CEMP-EE =Telephone
020109 - Mr. D.S. Gim; CEMP-EE                                                                                                                                            O-ch, CEMP-EE =Telephone
020110 - Cost Engineering and Program Formulation Branch, CEMP-EE                                                                                                         O-ch, CEMP-EE =Telephone
0202 - U.S. Army Corps of Engineers                                                                                                                                       O-00000679 0101
020201 - Dr. Moonja Kim, Ph.D.; Chief                                                                                                                                     O-00000679 0101
020202 - Business Processes Division, CERL-PL-B                                                                                                                           O-00000679 0101
0203 - U.S. Army Corps of Engineers                                                                                                                                       O-00000680 0201
020301 - Ms. Carolyn A. Lynch                                                                                                                                             O-00000680 0201
020302 - Chief Trial Attorney, CECC-F                                                                                                                                     O-00000680 0201
0204 - U.S. Army Corps of Engineers                                                                                                                                       O-00000678 0401
020401 - Mr. Kenneth Buck, P.E.; Chief,                                                                                                                                   O-00000678 0401
020402 - Construction Branch, CECW-OC                                                                                                                                     O-00000678 0401

SUBJECTS
COE Evaluation Communication Metrics
CE HQ Evaluation, Wider Use Comm Metrics
Comm Metrics Solves CESPN Staffing Problem
Intranets, Web, CESP Review
Demonstrate SDS, Communication Metrics
HQ USACE Comm Metrics Presentation
Little Intelligence Goes a Long Way
Little Deviations Lead to Big Problems

1310 -
1310 -    ..
1311 - Summary/Objective
1312 -
131201 - Follow up ref SDS 58 0000, ref SDS 57 0000.
131202 -
131203 - Demonstrated the SDS program to support Communication Metrics. Showed
131204 - the Internet can deliver work product as daily "intelligence."  We
131205 - reviewed correlation of these new capabilities with HQUSACE mission to
131206 - study field operations.  CEMP-E leadership can be effective in
131207 - supporting this strategic advance in management practice to save time
131208 - and money.
131209 -
131210 -        [On 971205 called Jim who asked for more experience to support
131211 -        Comm Metrics. ref SDS 60 6039
131213 -         ..
131214 -        [On 971211, called Ed East and he felt the presentation was
131215 -        excellent. ref SDS 61 0495]
131217 -         ..
131218 -        [On 980307 reviewed Andy Grove's book on leading Intel and
131219 -        impact of technology. ref SDS 64 0001]
131221 -         ..
131222 -        [On 980403 Max Blodgett at CESPN suggested web page to explain
131223 -        Communication Metrics. ref SDS 67 4129]
131225 -         ..
131226 -        [On 980706 notified CESPN web page on-line. ref SDS 72 0000]
131228 -         ..
131229 -        [On 980721 notified Jim of improvements in Comm Metrics to
131230 -        support business intelligence. ref SDS 73 0000]
131231 -
131233 -  ..
1313 -
1314 -
1315 - Progress
1316 -
131601 - Paperless Office, Virtual Office, Repository of Experience
131602 - Communication Metrics Delivers Anytime, Anywhere Intelligence
131603 -
131604 - Follow up ref SDS 58 4674, ref SDS 57 4800.
131605 -
131606 - Initially reviewed discussion with Ed East this morning, who cited
131607 - USACE needs better management communications. ref SDS 58 5142
131609 -  ..
131610 - Used planning at ref SDS 56 1829.
131611 - ..
131612 - Communication Metrics accomplishes the...
131613 -
131614 -                       "paperless office"
131615 -
131616 - ...goal set on 971021 (see ref SDS 48 9999), also called...
131617 -
131618 -                        "Virtual Office"
131619 -
131620 - ...which supports the "Virtual District" goal set by USACE (see April
131621 - 1997 issue of PM Network, reviewed on 970502. ref SDS 33 1233) This is
131622 - the same general idea described as a...
131623 -
131624 -                    "Repository of Experience"
131625 -
131626 - ...that uses the Internet to support a "Project Office," which experts
131627 - maintain is essential for effective project management, see review on
131628 - 970525, ref SDS 35 4700.
131630 -  ..
131631 - Communication Metrics adds value to the Internet by delivering...
131632 -
131633 -                 anytime, anywhere "intelligence"
131634 -
131635 - ...which is far more useful than merely distributing more and more
131636 - information, ref SDS 51 1459, which overburdens executives and
131637 - managers, as noted by Jim on 970828. see ref SDS 39 9900
131639 -  ..
131640 - Cost savings from using less paper and less time to handle, store,
131641 - distribute, retrieve and dispose of "documents" adds significantly to
131642 - savings reported in CESPN letter dated 971007. see ref DRP 2 0129,
131643 - received on 971008. ref SDS 45 0000
131644 -
131645 -     [On 980520 met with CESPN on using Communication Metrics to
131646 -     support USACE goal for a "Virtual Office." ref SDS 69 7470]
131648 -      ..
131649 -     [On 980613 article reports mainstream vendors have not found an
131650 -     effective technology to support "virtual office." ref SDS 70 0526]
131652 -      ..
131653 -     [On 980630 article on Atlantic Bell using Internet to support
131654 -     "Project Office," similar to USACE goals for "Virtual District"
131655 -     and RMS. ref SDS 71 0633]
131657 -  ..
131658 - Showed sample Subject report on communications with project sponsor
131659 - for the Oakland Harbor project.
131660 -
131661 -      The record demonstrates problems of 3-way communications when a
131662 -      sponsor is an active participant in contract administration is
131663 -      reported at ref SDS 27 4147,
131665 -       ..
131666 -      This illustrates an effective "repository of experience" that
131667 -      yields practical "lessons learned" for policy and contract
131668 -      management.
131670 -  ..
131671 - Discussed challenge of leadership to introduce new management methods,
131672 - like Communication Metrics, is analogous to early rejection of SVGA
131673 - technology which later became the foundation for Intel's success in
131674 - the personal computer market. ref SDS 17 1368
131676 -  ..
131677 - Cited Dave Vannier's explanation that automated management failed at
131678 - Intel, as it has everywhere else, because it requires a specific
131679 - design which only the SDS program uses. ref SDS 11 7732.
131680 -
131682 -  ..
131683 - Tom Keesling Could Not Attend Due to Late Notification
131684 -
131685 - Jean and Richard asked why Tom Keesling did not attend, per original
131686 - planning on 971104? ref SDS 50 1263
131687 -
131688 - I explained a mix-up occurred on notification.
131689 -
131691 -  ..
131692 - Communication Captures Key Events, as Needed
131693 - Intelligence Improves Management, Reduces Costs, Saves Time
131694 -
131695 - Jean asked if the Communication Analyst attends every event, debrief
131696 - every phone call, and review all documents in order to produce useful
131697 - intelligence?
131699 -  ..
131700 - She asked how can all of this be accomplished?
131701 -
131702 -     It is not necessary to capture every communication in order to
131703 -     improve overall management by an order of magnitude.
131705 -      ..
131706 -     The CIA does not capture everything.  It exercises judgement in
131707 -     applying intelligence efforts to key events and information.
131709 -      ..
131710 -     Thus, a little intelligence goes a long toward reducing mistakes.
131712 -      ..
131713 -     The Communication Manager identifies critical details, nuance and
131714 -     correlations of important events that are typically overlooked by
131715 -     busy managers who are burdened by operational responsibilities.
131716 -
131717 -          [On 991101 explained "alignment" solves problem of "meaning
131718 -          drift". ref SDS 78 2130]
131720 -      ..
131721 -     The Communication Manager develops and maintains organic subject
131722 -     structure that guides alignement and analysis which busy managers
131723 -     do not have time to accomplish.
131725 -      ..
131726 -     This "intelligence" resource is delivered in a manner that enables
131727 -     executives and managers to leverage the value of the record by
131728 -     maintaining alignment in subsidiary communications.  Avoiding
131729 -     overlooked details in major events expands span of attention to
131730 -     dramatically reduce overlooked details in other events, and thus
131731 -     leverages the value of intelligence.
131732 -
131734 -  ..
131735 - Jean asked why a Communication Analyst is needed -- she feels this is
131736 - too expensive for compliance with FAR requirements for accuracy.
131737 -
131738 -     Communication Analysts solve the problem of information overload
131739 -     cited by Jim Jones on 970828. ref SDS 39 9109
131740 -
131741 -       [On 981119 Jim Lovo cited information overload. ref SDS 75 2272]
131743 -      ..
131744 -     Like reporters, accountants, planners, public relations, MIS, cost
131745 -     and schedule engineers, analysts do a difficult, proactive job
131746 -     that seems like "overkill," ref SDS 1 6894, to operations people,
131747 -     who are generally capable of performing business metrics, but
131748 -     somehow never have enough time to make the investment needed to
131749 -     realize the savings in time and cost.
131751 -      ..
131752 -     Fear of accountability often denies operations people the chance
131753 -     to improve their work, despite policies and training that stress
131754 -     accountability, as discussed with Ed East this morning.
131755 -     ref SDS 58 2446
131757 -      ..
131758 -     CESPN reports that Communication Managers, who are skilled in
131759 -     using the SDS program, save time and money. ref DRP 2 0129
131761 -      ..
131762 -     Today, managers do not have enough time to think. ref SDS 42 3479
131764 -      ..
131765 -     Organizations being downsized have fewer people chasing more
131766 -     information, as noted by Jim Jones in the telecon on 970828 (see
131767 -     ref SDS 39 9109), resulting in even less time to think.
131769 -      ..
131770 -     The Communication Analyst provides the "thinking" function that
131771 -     adds intelligence to information, so that fewer people can do more
131772 -     work without being overburdened by information overoload. Skill is
131773 -     needed with SDS to create clear, complete and concise explanations
131774 -     of daily management details to build and maintain shared meaning,
131775 -     otherwise managers work at cross-purposes because people draw
131776 -     different meanings from common events. ref SDS 16 3734
131777 -
131778 -         [On 980307 Andy Grove, Chairman Intel Corporation, says good
131779 -         analysis is not easy and is not fun, but is essential for good
131780 -         management. ref SDS 65 3668]
131781 -
131783 -  ..
131784 - Communication Metrics Improves Management, Saves Time and Money
131785 -
131786 - Ken Buck asked why so many management details are entered, instead of
131787 - just the main points, like he does?   He feels there isn't time to do
131788 - all that writing.
131790 -      ..
131791 -     People need clear, concise and complete understanding of
131792 -     communications. ref SDS 18 1643
131793 -
131794 -         [On 971205 feedback from attendees indicates military
131795 -         commanders and civilian executives in DOD resist adding
131796 -         Communication Metrics for accuracy to comply with FAR
131797 -         requirements for contemporaneous documentation, because this
131798 -         takes too much persistance and attention to detail.
131799 -         ref SDS 59 0560
131801 -          ..
131802 -         [On 020504 study shows professional standards for
131803 -         communication practices and requirements on good management
131804 -         specified in FAR, ISO, Health Care, Covey, Drucker, law,
131805 -         contract notice provisions, and 2,000 years of literacy for
131806 -         contemporaneous documentation for alignment and feedback to
131807 -         work intelligently, quickly, and accurately are ignored in
131808 -         government, business, health care, every sector. ref SDS 79
131809 -         NS6F
131811 -      ..
131812 -     On any given day, it seems that only certain parts of what is said
131813 -     are needed; but later, on a different day, another part is needed.
131814 -     In fact, everything the mind encounters impacts "understanding,"
131815 -     but this is not evident to the conscious mind, as Ken points out.
131817 -      ..
131818 -     Effective leadrship must be proactive to guide "understanding" in
131819 -     a common direction in order to avoid the malady of false knowledge
131820 -     so that people can work together effectively, i.e., cooperate.
131822 -      ..
131823 -     In large organizations, like USACE, much of the management work is
131824 -     accomplished in meetings.  However, often, due to social pressure
131825 -     of hirearchy, no one obtains feedback and no one produces a common
131826 -     set of meeting notes with adequate analysis, see for example the
131827 -     record on 970110. ref SDS 29 2487  The result is diverse meaning
131828 -     and direction with little or, at best, conflicting actions that
131829 -     cause rework, lost time and extra expense, as reported by CESPN on
131830 -     971007. ref DRP 2 4172  Leadership requires focused understanding
131831 -     and clear direction aligned with organizational vision, goals,
131832 -     objectives, policies, regulations, law, correspondence, memos, and
131833 -     contracts.  Effective action and progress require clear action
131834 -     items that can be followed up systematically.
131836 -      ..
131837 -     Good "intelligence" requires tools, skills and dedictated time to
131838 -     give daily management meaning, direction and systematic follow up.
131839 -     This is a big job. ref OF 1 6011
131840 -
131841 -         [On 980403 Max Blodgett gave an example. ref SDS 66 4033]
131842 -
131843 -         [On 981218 reviewed CEMP-EC draft report. ref SDS 76 3696]
131844 -
131846 -      ..
131847 -     Communication Metrics provides "summary" so managers can absorb a
131848 -     lot of information quickly, see CESPN report at ref DRP 1 0003.
131849 -
131850 -     Summary is linked to management details and to the chronology of
131851 -     events that comprise good "intelligence."  This added feature of
131852 -     Communication Metrics empowers leaders to get critical details,
131853 -     when, as and if needed, and so solves the problem of continually
131854 -     encountering the...
131855 -
131856 -                          Devil in the details
131857 -
131858 -        ...which is typically attributed to "Murphy's Law." ref OF 2
131859 -        2921  Solving Murphy takes "intelligence."
131860 -
131862 -  ..
131863 - Ken asked about the line numbers?
131864 -
131865 -     Everyone is put off by new methods, ref SDS 3 2051, especially
131866 -     successful managers who are confronted with the prospect that
131867 -     management is much more complex than is evident in the "heat of
131868 -     battle." ref SDS 47 8853
131869 -
131870 -         [On 980307 reviewed "Only the Paranoid Survive," in which Andy
131871 -         Grove, CEO of Intel Corporation, says the "inertia of success"
131872 -         traps managers in the methods of the past. ref SDS 64 3740]
131874 -      ..
131875 -     Line numbers provide organization and unique identification of
131876 -     critical details that provide an effective "knowledge space"
131877 -     defined in the CESPN report dated 970328, see ref SDS 32 1032.
131878 -     ..
131879 -     We reviewed the meeting on 960926 with Tom Benero, CESPN-CN,
131880 -     that showed how line numbers empower managers to work more
131881 -     productively than is possible using conventional management
131882 -     methods. ref SDS 24 8788
131884 -  ..
131885 - Doctor Moonja Kim, PhD, asked if the SDS program enables managers to
131886 - get more done in less time?
131887 -
131888 -     We looked at how the SDS program automatically creates information
131889 -     structure instantly to provide a unique location in "knowledge
131890 -     space," ref DRP 1 5390, without any effort or time invested by the
131891 -     manager.
131893 -      ..
131894 -     The program provides a standardized organization of otherwise
131895 -     free-form information flow, so that the job of organizing
131896 -     information is expedited, and the job of finding information is
131897 -     facilitated by the natural structure of SDS.
131899 -      ..
131900 -     The combination of SDS design and a Communication Manager immersed
131901 -     in growing the organic subject structure based on daily evolution
131902 -     of the work, result in an efficient information environment.
131903 -
131905 -  ..
131906 - Doctor Kim noted that conventional programs have been improved to make
131907 - it easier to create hypertext links for Internet Web pages, but said
131908 - it still takes a lot of time, reflecting the observation by Dave
131909 - Vannier at Intel on 960627. ref SDS 20 2370
131911 -  ..
131912 - She feels it is not practical for managers to perform all of the
131913 - alignment required for Communication Metrics, by using linking tools
131914 - in conventional computer programs.
131915 -
131916 -     I showed how SDS creates linkages automatically, and enables the
131917 -     user to selectively create custom connections instantly, compared
131918 -     to other methods.
131920 -      ..
131921 -     Dr Kim observed that SDS creates links much faster than
131922 -     conventional hypertext links used by other computer software
131923 -     applications.
131925 -      ..
131926 -     Fast and easy link creation and the automatic chronologies of the
131927 -     SDS program produce "intelligence" in contrast to conventional
131928 -     computer applications that produce "data" and "information." CESPN
131929 -     reports that "intelligence" is more valuable than information. see
131930 -     ref DRP 1 6172
131931 -
131932 -         [On 990103 discussed with Moonja. ref SDS 77 5643]
131934 -  ..
131935 - Ken asked why SDS is needed since he can distribute his notes to
131936 - others rather than have someone else distribute their notes?
131937 -
131938 -         [On 981106 discussed role of Comm Manager. ref SDS 74 0726]
131939 -
131940 -     "New realities" of the Information Highway cause "data pollution"
131941 -     and "information overload" which overwhelm limited span of
131942 -     attention. ref SDS 40 2878  There is less time for analysis to
131943 -     align information, resulting in more mistakes.
131944 -
131945 -         [On 020504 study shows requirements for good management using
131946 -         accurate communications specified in FAR, ISO, Health Care,
131947 -         Covey, Drucker, 2,000 year tradition of literacy for
131948 -         contemporaneous documentation and feedback to work
131949 -         intelligently are ignored in government, business, health
131950 -         care, every sector. ref SDS 79 NS6F
131952 -      ..
131953 -     Information technology (e.g., telephone, email) spreads mistakes
131954 -     faster and more widely within and between organizations, and
131955 -     around the world.  This new high risk business environment caused
131956 -     by technology, needs new management methods, as noted by Peter
131957 -     Drucker (see review on 931130. ref SDS 7 1855)
131959 -      ..
131960 -     On 890809 weaknesses of traditional meeting records were reviewed.
131961 -     ref SDS 2 SI4K
131963 -      ..
131964 -     On 970728 Max Blodgett, Chief, CESPN-CO explained the SDS process
131965 -     for capturing organizational memory from daily communication that
131966 -     improves management. ref SDS 37 3215
131968 -      ..
131969 -     Conventional Notetaking is improved as follows...
131970 -
131971 -         1.  Organization
131972 -         2.  Legibility
131973 -         3.  Subject Identification
131974 -         4.  Alignment with...
131975 -             a.  Objectives
131976 -             b.  Contracts
131977 -             c.  Commitments
131978 -             d.  Correspondence
131979 -             e.  Laws, regulations, codes
131980 -         5.  Chronologies of cause and effect
131981 -         6.  Analysis
131982 -         7.  Summary linked to details
131983 -         8.  Action Items linked to context, history, follow up
131984 -         9.  Uniform delivery to build and maintain shared meaning
131985 -        10.  Anytime, Anywhere Intelligence delivered via Internet
131986 -     ..
131987 -     Most managers do not have enough time to do all of these
131988 -     steps, because they do not have enough time to think, as reported
131989 -     on 970910. ref SDS 42 3479
131991 -      ..
131992 -     SDS technology makes it possible to do intelligence "thinking"
131993 -     quickly and accurately, as noted by Dr. Kim.
131995 -      ..
131996 -     This "intelligence" adds value to traditional notes, that yield
131997 -     cost savings reported by CESPN, ref DRP 2 0129, by eliminating
131998 -     mistakes that cause "rework." see ref DRP 2 4680
131999 -
132000 -         [On 971205 was unable to get notes of attendees to the meeting
132001 -         in order to demonstrate this new process. ref SDS 60 1870]
132003 -      ..
132004 -     Cited Monti Jaggers (CESPN-CN), on advantage of Communication
132005 -     Metrics relative to handwritten notes. ref SDS 26 2079
132006 -
132008 -      ..
132009 -     USACE Management Training Film Shows Better Communication Needed
132010 -
132011 -     I thanked Ed East for attending the meeting, and related our
132012 -     discussion this morning on a USACE management training film which
132013 -     he suggested be shown today.  ref SDS 58 2122  The film shows
132014 -     common scenarios that need help aligning daily communications
132015 -     because hurried managers cut corners to expedite and this causes
132016 -     endless mistakes with compounding impact on cost, time, stress,
132017 -     anger and conflict.
132019 -      ..
132020 -     I apologized for not having time to show the film, and suggested
132021 -     that attendees arrange with Ed to see how it illustrates why
132022 -     traditional management methods need a boost in the age of the
132023 -     Information Highway that produces information overload. ref SDS 58
132024 -     1092
132025 -
132027 -  ..
132028 - New Realities of Business Environment Require New Way of Working
132029 -
132030 - Jim asked about "new realities" -- he noted nobody has explained
132031 - what these are?
132032 -
132033 -        [On 980307 Andy Grove's book "Only the Paranoid Survive" says
132034 -        executives who "...just don't get it" signal looming "strategic
132035 -        inflection points." ref SDS 65 2648 and ref SDS 64 2044]
132037 -         ..
132038 -        [On 980403 managers fear accountability, despite USACE policies
132039 -        that stress accountability. ref SDS 67 4129]
132041 -         ..
132042 -        [On 980613 article in "Today's Engineer" says "We all know
132043 -        about {information overload}..." ref SDS 70 3499]
132044 -     ..
132045 -     Initially, we considered the vision statement issued by
132046 -     Commanding General USACE that sets a goal of preparing for changes
132047 -     required by technology and future realities.  ref SDS 34 8278
132049 -      ..
132050 -     On 970828 Jim noted increased difficulty keeping up with pace of
132051 -     information. ref SDS 39 9109, as explained above. ref SDS 0 1883
132053 -      ..
132054 -     On 970829 review of a professional text book cites "information
132055 -     overload" as a growing management problem in the age of high
132056 -     technology. ref SDS 40 2878 cited above. ref SDS 0 1883
132058 -      ..
132059 -     New realities of the Information Age were developed on 951101 in
132060 -     review with Chips and Technologies. ref SDS 12 2313
132062 -      ..
132063 -     An "El Nino" of information overload that impacts management, was
132064 -     discussed on 970926. ref SDS 43 2955
132065 -
132066 -        [On 980613 article in "Today's Engineer" says "tsaunami of
132067 -        information overload reduces productivity. ref SDS 70 1706]
132068 -     ..
132069 -     New realities of information technology were discussed on
132070 -     971017. ref SDS 47 2227
132072 -      ..
132073 -     Peter Drucker identifies new realities managers must prepare to
132074 -     handle in a more complex business environment. ref SDS 7 1855
132076 -      ..
132077 -     Communication Metrics is based on "new realities" of technology
132078 -     commonly called the "Information Highway." ref SDS 10 0023
132080 -      ..
132081 -     General Hank Hatch, former Chief Engineer, noted new realities on
132082 -     960403, supporting need for Communication Metrics. ref SDS 15 5592
132084 -      ..
132085 -     New realities of management were cited in a meeting with Intel on
132086 -     950927, citing work by the Tofflers. ref SDS 11 3095
132087 -     ..
132088 -     Intel forecast at the 1996 Asilomar Conference sponsored by
132089 -     the Project Management Institute that technology will increase the
132090 -     problem of information overload, ref SDS 22 1552.
132091 -     ..
132092 -     Differing perspectives between leadership and management
132093 -     hamper awareness of "new realities." ref SDS 13 3500
132095 -      ..
132096 -     See need to budget for better communication as risk management.
132097 -     ref SDS 36 3122
132099 -      ..
132100 -     On denial of need for improvement. ref SDS 36 2563
132101 -
132103 -  ..
132104 - Leadership Turns Fear of Accountability into Intelligence
132105 -
132106 - Jim noted that Ken's concern about a lot of details, ref SDS 0 2409,
132107 - reflects the shock managers feel when they see their name in notes of
132108 - meetings and calls, reflecting discussions on 950927 with Intel that
132109 - new methods take time to absorb, as explained in the Toffler's book
132110 - "Future Shock." ref SDS 11 3095  Jim indicated managers feel they must
132111 - be careful about what is said, because adding metrics to communication
132112 - supports accountability, per anlaysis on 970830. ref SDS 41 0995
132114 -  ..
132115 - Communication Metrics therefore supports USACE's policy on "quality"
132116 - that stresses accountability, based on discussion with Ed East this
132117 - morning. ref SDS 58 2446
132118 -
132119 -       [On 971205 discussed accountability again. ref SDS 60 3928]
132120 -
132121 -       [On 980403 Max Blodgett, Chief, CESPN-CO, reported that fear of
132122 -       accountability hampers acceptance of Communication Metrics. see
132123 -       ref SDS 67 6581]
132124 -    ..
132125 -    Ross Chittenden with Caltrans made this point on 970930.
132126 -    ref SDS 44 1427
132128 -     ..
132129 -    Worry about accountability reflects an aspect of "metrics" applied
132130 -    to communication, as explained in the paper on the "New World Order
132131 -    Needs Old Time Religion." ref OF 2 3794
132132 -
132133 -       [On 980403 Max Blodgett, Chief, CESPN-CO, cited concern about
132134 -       accountability by managers unfamiliar with Communication
132135 -       Metrics. ref SDS 67 4129]
132136 -
132137 -
132138 -
1322 -

SUBJECTS
Listening Leadership Education Communication on Leadership, Salesmans
Learning, Continual
Listening Aided SDS in Work Place
Leadership Needs Intelligence
Leaders Strong Learners Strengthened by SDS Intelligence that Empower
Capturing Organizational Memory Who What When Where Why How Knowledge
Management Good Define Intelligence Memory Organization Analysis Alig

2209 -
221001 -     ..
221002 -    Intelligence is Listening, Organizing, Aligning, Planning
221003 -
221004 -    Experience shows that people are encouraged by SDS showing someone
221005 -    is "listening."  This provides a huge benefit of "intelligence" for
221006 -    accomplishing the work with fewer errors and omissions that saves
221007 -    time and money.
221009 -     ..
221010 -    Listening strengthens learning that is a key attribute of effective
221011 -    leadership, reported by HBR on 940612. ref SDS 8 3381
221013 -     ..
221014 -    Lori Brown at the California Department of Water Resources, CDWR,
221015 -    acknowledged the "shock" that Jim cites today, but said that
221016 -    "...this [intelligence] is exactly what the State needs." ref SDS 9
221017 -    4920
221018 -    ..
221019 -    Better listening is often cited as a benefit of
221020 -    communication, but no one knows how to "measure" listening (see for
221021 -    example review of Covey's work on "listening." ref SDS 4 1558  One
221022 -    form of "metric" for listening is to write down what was
221023 -    understood, align it with what was understood previously, and with
221024 -    contract requirements, and give people the chance to provide
221025 -    feedback, as explained in the CESPN report. ref DRP 1 3156
221027 -     ..
221028 -    Thus, "listening" is a benefit of Communication Metrics.
221029 -
221030 -        [On 971205 Jim Jones seemed to concur. ref SDS 59 2312]
221031 -
221032 -        [On 971229 management training film cites "feedback" as
221033 -        essential to good communication. ref SDS 62 2914]
221034 -    ..
221035 -    Institutional, organizational, and team "listening" is
221036 -    enhanced by individuals reviewing a common record and providing
221037 -    feedback, much the way public media like newspapers and newscasts
221038 -    build a common base of understanding about important knowledge for
221039 -    the culture at large.  Delivering intelligence on the Internet
221040 -    provides a simple, direct source to coordinate daily work through a
221041 -    common base of organizational knowledge.
221042 -
221044 -     ..
221045 -    Internet Delivers Intelligence for Common Understanding, Follow Up
221046 -
221047 -    SDS provides unique and powerful use of the Internet for timely and
221048 -    focused feedback, which communication experts maintain is an
221049 -    essential metric of "understanding" for management communications
221050 -    (see "Managing Toward Accountability for Performance," reviewed on
221051 -    970829. ref SDS 40 4491)
221053 -     ..
221054 -    The basic concept is to provide...
221055 -
221056 -                        Anytime, anywhere intelligence
221057 -
221058 -    ...per planning on 971105. ref SDS 51 2367
221059 -
221060 -         [On 971229 film on management training says "feedback"
221061 -         essential for effective communication. ref SDS 62 2914]
221063 -          ..
221064 -         [On 980226 IBM announced plans to market business
221065 -         intelligence. ref SDS 63 0000]
221067 -          ..
221068 -         [On 980403 demonstrated how "business intelligence" created by
221069 -         Communication Metrics can be delivered to CESPN. ref SDS 67
221070 -         0000]
221072 -          ..
221073 -         [On 980630 article on Atlantic Bell using Internet to support
221074 -         "Project Office," similar to USACE goals for RMS. ref SDS 71
221075 -         0633]
221077 -     ..
221078 -
221079 -    "Understanding" is a powerful, but scarce resource, especially when
221080 -    "listening" is the only solution available in a sea of information
221081 -    overload.  Communication Metrics applies technology to leverage
221082 -    human mental cognition that provides accurate, consistent, timely
221083 -    understanding. ref SDS 21 8201
221085 -     ..
221086 -    Another benefit of feedback metrics is that corrections can be made
221087 -    before someone acts differently from what was intended by what was
221088 -    actually said.
221090 -     ..
221091 -    Thus, proactive management is a benefit of Communication Metrics.
221092 -
221094 -     ..
221095 -    Understanding and Follow Up Save Time and Money
221096 -
221097 -    Avoiding mistakes of understanding reduces the expense of "rework,"
221098 -    that comprises a significant portion of a manager's time and
221099 -    expense. (see review of article in AP on 960205 that managers waste
221100 -    70% of the day; much of that time is arguing about who said what at
221101 -    the last meeting. ref SDS 14 5222
221103 -     ..
221104 -    Thus, cost reduction is a benefit of Communication Metrics.
221106 -     ..
221107 -    Reducing costs and avoiding misunderstanding results in less stress
221108 -    on the job, and reduces ill-will that permeates organizations
221109 -    because people extrapolate intentions that were not really
221110 -    intended.
221111 -
221113 -  ..
221114 - USACE Initiative on Business Metrics Can Improve Communication
221115 -
221116 - USACE briefings for CESPN at meetings in Burlingame, CA, as reported
221117 - on 971030, presented the need for "business metrics." ref SDS 49 1344.
221118 -
221119 - Adding "metrics" to communication was not discussed because it is hard
221120 - to accomplish.  CESPN has found that the Welch system of Communication
221121 - Metrics using the SDS program is useful and cost effective.  This
221122 - presents an opportunity for USACE to expand its program of business
221123 - metrics. ref SDS 49 2215
221125 -  ..
221126 - Since communication is the primary activity of management, it offers
221127 - the biggest opportunity for improving management.  Studies show that
221128 - improving communication has a much greater impact on cost and
221129 - performance than do traditional business metrics, including cost and
221130 - schedule control. ref SDS 13 4433
221131 -
221132 -
221133 -
221134 -
2212 -

SUBJECTS
Oakland Claims Management, 970722
Litigation Support Found Effective
Conflict Resolution
Legal Metrics, Concurrent Discovery
Law Trial Case Organization

2907 -
290801 -  ..
290802 - Good Management Makes Litigation Easier to Win, Reduces Costs
290803 -
290804 - Richard Frank asked if SDS supports Case Management for litigation
290805 - support.
290806 -
290807 -     We reviewed CESPN District Counsel Jim Stout's recommendation to
290808 -     CESPN Contracting Officer Tom Benero, that Communication Metrics
290809 -     should be used for the duration of the Oakland Harbor project in
290810 -     order to provide litigation support, since Jim expected there
290811 -     would be litigation, and he said that Communication Metrics work
290812 -     product and methodology would protect the interests of USACE and
290813 -     provide automated case management, when litigation commenced. see
290814 -     ref SDS 25 0000
290815 -     ..
290816 -     CESPN's report states that Communication Metrics improves
290817 -     daily management so that disputes are avoided. ref DRP 1 9952  The
290818 -     methodology of "Concurrent Discovery" (see ref SDS 19 1101, on
290819 -     960620) necessarily builds linked chronologies by subject, which
290820 -     are useful for understanding causation in the event litigation
290821 -     occurs, as discussed on 960920 with Max Blodgett, Chief, CESPN-CO.
290822 -     ref SDS 23 8854
290824 -      ..
290825 -     OA 970101 Jim Stout retired.  Merry Goodenough (415 977 8647)
290826 -     became active in the Oakland Harbor litigation, in place of Jim
290827 -     Stout.
290829 -      ..
290830 -     On 970417 CESPN requested a report on a disputed issue, and this
290831 -     was provided as a marketing courtesy, since it only took a few
290832 -     seconds to assemble. ref SDS 31 0000
290833 -     ..
290834 -     On 970723 Merry indicated Communication Metrics was helpful
290835 -     to the USACE litigation effort. ref SDS 38 3218
290836 -
290837 -        [On 980520 Max Blodgett indicated that Communication Metrics
290838 -        was helpful in reaching a settlement in the Oakland Harbor
290839 -        litigation that was favorable to the government. ref SDS 69
290840 -        2405]
290841 -
290843 -  ..
290844 - Richard asked how differences in the record are resolved?
290845 -
290846 -     I explained the process of identifying differences and then
290847 -     developing a "story" that explains them in a constructive manner.
290849 -  ..
290850 - He expressed concern about discovery and that if notes of USACE
290851 - managers show conflicts with the SDS record this would harm USACE
290852 - chances for success in litigation.
290853 -     ..
290854 -     We considered that the purpose of communication is to build
290855 -     and maintain shared meaning. ref SDS 10 8492  The process of doing
290856 -     this entails building a common story.  The differences that
290857 -     Richard describes are already prolific under present practice.
290858 -
290860 -  ..
290861 - Richard indicated that personal notes of individual managers are not
290862 - discoverable, so these conflicts do not come into the litigation
290863 - record.
290864 -
290865 -     In that case it is unclear why any such differences with the SDS
290866 -     record would be of consideration.
290868 -  ..
290870 -  ..
290871 - Jim asked Dr. Moonja Kim how implementation of a Claim Support program
290872 - sponsored by USACE, is going?
290873 -
290874 -     Moonja said it works well while someone from CERL is on the job,
290875 -     but when they leave, the program is not being used.
290876 -
290877 -        [On 980520 Max Blodgett indicated that Communication Metrics
290878 -        was helpful in reaching a settlement in the Oakland Harbor
290879 -        litigation that was favorable to the government. ref SDS 69
290880 -        2405]
290881 -
290882 -
290883 -
290884 -
2909 -

SUBJECTS
Resident Management System (RMS)

3303 -
330401 -  ..
330402 - RMS Provides Document Management that Can Support Comm Metrics
330403 -
330404 - Dr. Moonja Kim asked how Communication Metrics supplements RMS?
330405 -
330406 -     The Resident Management System is a computer program to manage
330407 -     documents, per review of article on 961224. ref SDS 28 0000
330408 -
330409 -         [On 980630 article on Atlantic Bell using Internet to support
330410 -         "Project Office," similar to USACE goals for RMS. ref SDS 71
330411 -         0633]
330413 -      ..
330414 -     Documents are a traditional means of capturing and accurately
330415 -     recalling knowledge and ideas.  This has worked well for centuries
330416 -     using old world technology and human intelligence processes.
330417 -     ..
330418 -     Communication Metrics is a management science for using
330419 -     technology to create daily intelligence.  It significantly
330420 -     advances the process of creating knowledge over traditional
330421 -     "documentation."
330422 -
330423 -         [On 980405 analysed distinction between "intelligence" and
330424 -         documentation. ref SDS 68 3307]
330426 -      ..
330427 -     The SDS program makes it fast and easy to link information into a
330428 -     web of cause and effect, similar to human mental acuity that
330429 -     builds chronologies of subjects. Subjects can be contract
330430 -     provisions, plan details, schedule activities, machinery parts,
330431 -     organizational structure, human anatomy, indeed any form of
330432 -     organic structure, and so it is called an "organic subject
330433 -     structure."  As stated in CESPN's report, this form of
330434 -     "intelligence" uses the paradigm of a continuous automated
330435 -     knowledge stream, also "knowledge space." ref DRP 1 5349
330436 - ..
330437 - An example of using Communication Metrics to implement RMS is
330438 - the meeting on 970320. ref SDS 30 0000
330440 -  ..
330441 - Documents are a part of the record that needs to placed on-line for
330442 - integrating into the SDS record, as seen in this record.  If this can
330443 - be accomplished under RMS, it would greatly facilitate the goals of
330444 - Communication Metrics, and would save a lot of time and money for
330445 - USACE.
330447 -  ..
330448 - I asked how the "Knowledge Worker" program is going?
330449 -
330450 -    Moonja said it has not been put into the field.
330451 -
330452 -
330453 -
330454 -
3305 -

SUBJECTS
Study New Methods
Study Field Offices, 3
CEMP-E
Testing

3706 -
370701 -  ..
370702 - Communication Metrics Should be Studied for Cost Saving Opportunity
370703 -
370704 - Follow up ref SDS 43 2519.
370705 -
370706 - Jim asked about results that can flow from the meeting today?
370707 -
370708 -     HQUSACE reviews and sets policy and procedure. ref SDS 46 0925
370710 -      ..
370711 -     Communication Metrics is a new management science that improves
370712 -     both formulation and implementation of all policies and procedures
370713 -     because...
370714 -
370715 -         a.  "Communication" is the primary medium through which all
370716 -             daily business is conducted.
370717 -             ..
370718 -         b.  SDS inherently captures chronology over days, weeks,
370719 -             months and years that is organized by subject, and which
370720 -             therefore yields experience of cause and effect, essential
370721 -             for effective formulation of policy and procedure.
370723 -      ..
370724 -     Automated links that implement the principal of traceability to
370725 -     original sources, show alignment between planning and what is
370726 -     prescribed in policy and procedures, and what is actually done, so
370727 -     that deviations in understanding are brought within span of
370728 -     attention before mistakes are made.  The integration of time and
370729 -     information results in scheduled tasks being aligned each day with
370730 -     commitments and Action Items.
370732 -      ..
370733 -     There is no more powerful, nor comprehensive means to create and
370734 -     implement policy and procedure.
370735 -     ..
370736 -     On 971017 Jim Jones recommended work to build faith in
370737 -     Communication Metrics. ref SDS 47 3898
370739 -      ..
370740 -     In theory, policies and procedures are aimed at cost savings, or
370741 -     stated another way, they ensure performance standards which have
370742 -     been found to impact cost.
370744 -      ..
370745 -     Poor implementation of USACE policies and procedures costs money,
370746 -     otherwise there is no reason for the policy nor for the procedure.
370747 -     Consistent implementation of sound management practice through
370748 -     Communication Metrics saves time and money, as seen in the CESPN
370749 -     report dated 971007. ref DRP 2 0129
370751 -      ..
370752 -     Follow up to the meeting today would be for CEMP-E to respond to
370753 -     CESPN's report dated 971007, on how Communication Metrics relates
370754 -     to USACE policies and procedures, in light of goals to achieve
370755 -     cost savings, as requested by CEMP-E on 970904. ref SDS 43 4225
370756 -
370757 -        [On 971205 called Jim and found there was not have enough time
370758 -        to follow up. ref SDS 60 6039]
370759 -
370760 -
370761 -
3708 -
Distribution. . . . See "CONTACTS"