CONTACTS 
0201 - San Francisco Intl. Airport (SFIA)                                                                                                                                 O-00000586 0301
020101 - Bureau of Design and Construction                                                                                                                                O-00000586 0301
020102 - Mr. Jason Yuen; 650 737 7700                                                                                                                                     O-00000586 0301

SUBJECTS
SFIA Projects Not Enough Time to Succeed
Miracle Management Refuses to be Helped,
Time Too Busy to Think About Com Metrics
Leadership Empowers Cultural Change in
Atititude Makes Resistance to Communication Metrics Emotional
Attitude Prevents Creating the Record
San Francisco International Airport Expansion Project, Jason Yuen
Attitudes Must Change to Enable Better Management by Improving Commu

4010 -
4010 -    ..
4011 - Summary/Objective
4012 -
401201 - Follow up ref SDS 45 0000, ref SDS 44 0000.
401202 -
401203 - Jason has tried to discuss Communication Metrics with the airport
401204 - management, but he is not getting any support for using this method to
401205 - save money on the building program.  Lack of experience and not enough
401206 - time for careful review have frustrated Jason's efforts to present
401207 - Communication Metrics.
401208 -
401209 -     [On 990622 Jason commented on NSF proposal. ref SDS 48 0001]
401210 -
401211 -
401212 -
401214 -  ..
4013 -
4014 -
4015 - Discussion
4016 -
401601 - Jason is back from Toronto where he consulted on airport facilities.
401602 -
401603 - His desk is piled high with stacks of papers which take a lot of time
401604 - to review, understand, take action and track.  He wants to complete
401605 - this work, then consider Communication Metrics.
401607 -  ..
401608 - This is like waiting for the guys to finish digging the ditch with
401609 - picks and shovels, then bring in the backhoe.
401611 -  ..
401612 - Communication Metrics improves management by enabling people to
401613 - process information faster, better and cheaper, similar to the way a
401614 - mechanical "backhoe" enables people to dig a ditch faster than using a
401615 - conventional pick and shovel.
401616 -
401617 -
401619 -  ..
401620 - Attitudes Must Change to Enable Better Management
401621 - Technology Makes Good Management Fast Easy Changes Attitudes
401622 -
401623 - Jason said a bigger problem than communication is "attitude,"
401624 - reflecting executive training reviewed on 930128, ref SDS 9 7409, and
401625 - fears reported on 890809. ref SDS 4 2079  In our call on 990325 the
401626 - attitude of working harder to conquer problems with muscle rather than
401627 - working smarter to prevent problems is a barrier to working smarter.
401628 - ref SDS 45 0001
401630 -  ..
401631 - Jason feels "attitudes" need to change for improving work practices in
401632 - order to deploy Communications Metrics for saving time and money,
401633 - reflecting views expressed by USACE managers on 961017. ref SDS 21
401634 - 2863  On 920128 leadership must push, pull, prod, wait, try again, to
401635 - help people overcome resistance to use methods that avoid danger in
401636 - the future which they cannot see at the moment. ref SDS 8 1199  On
401637 - 960612 leadership at Intel overcame "attitude" that resisted change
401638 - due to the inertia of success, ref SDS 20 4444, using methods cited by
401639 - Andy Grove on 990307 for empowering people to adopt changes that
401640 - enabled Intel to become a world leader in microprocessor manufacturer.
401641 - ref SDS 35 1660
401643 -  ..
401644 - On 990308 Jason worried that communication is too difficult to
401645 - improve. ref SDS 42 1862  He indicated that the senior people are
401646 - supposed to empower everybody to improve, but there is nobody to
401647 - empower management to discover that good management saves time and
401648 - money.
401649 -
401650 -     [On 990625 Fortune article says "psyche" prevents executives from
401651 -     using good management practice. ref SDS 49 4914]
401653 -      ..
401654 -     [On 991108 history of alphabet explains social pressures that
401655 -     drive managers away from literacy. ref SDS 57 1092]
401657 -      ..
401658 -     [On 000105 OOCL uses "attitude" constructively. ref SDS 58 0920]
401660 -      ..
401661 -     [On 020618 SDS records on the Internet show benefits of good
401662 -     management; creates desire to work intelligently, but seems out
401663 -     of reach using familiar technology and methods everygody likes.
401664 -     SDS explicit links change attitudes from getting by with bad
401665 -     management that seems fast and easy, to using good management
401666 -     because SDS makes working intelligently to save time and money
401667 -     fast and easy. ref SDS 61 MU6H
401669 -      ..
401670 -     [On 050824 Advice Nurse persistant reminding surgeon to implement
401671 -     requirements in Kaiser's Healthwise Handbook following up patient
401672 -     calls to collaborate and coordinate via email on accuracy of
401673 -     communication and patient medical history. ref SDS 62 4M7N
401675 -      ..
401676 -     [On 050826 referral doctor in Oakland was not familiar with Kaiser
401677 -     organizational memory on patient history; background submitted
401678 -     during the meeting was described as the only summary available, as
401679 -     helpful, but was too late for the doctor to be prepared, so the
401680 -     entire meeting was based on recollections of personal memory.
401681 -     ref SDS 63 BL8N
401683 -  ..
401684 - We reviewed the record on 970107 showing that experience with Com
401685 - Metrics changed people's attitudes, so the challenge is how to empower
401686 - people to experience adding "intelligence" to daily management.
401687 - ref SDS 24 4953]
401688 -
401689 -     [On 990525 managers and engineers don't like to write. ref SDS 46
401690 -     0966]
401692 -      ..
401693 -     [On 990527 Morris said cultural forces prevent using Communication
401694 -     Metrics at Intel. ref SDS 47 1233]
401696 -      ..
401697 -     [On 990713 adding "intelligence" to management at Intel was funny
401698 -     and alien. ref SDS 50 1767
401700 -      ..
401701 -     [On 990817 Morris at Intel made similar point. ref SDS 52 6829]
401703 -      ..
401704 -     [On 990827 "attitude" resistance to improving management was cited
401705 -     in proposal to NSF. ref SDS 53 1088]
401707 -      ..
401708 -     [On 990831 example of "attitude" problem. ref SDS 54 4420]
401710 -      ..
401711 -     [On 990905 Morris adopted web mail methods after gaining
401712 -     experience, overcoming initial objections. ref SDS 55 0966]
401714 -      ..
401715 -     [On 990912 culture of denial causes high cost of medical mistakes.
401716 -     ref SDS 56 3416]
401718 -      ..
401719 -     [On 00208 letter suggests knowledge management project may help
401720 -     improve attitudes. ref SDS 59 0990]
401722 -  ..
401723 - We noted two points...
401724 -
401725 -       1.  Communication is the predicate to all human action.  Before
401726 -           any work is accomplished, a lot of communication occurs, as
401727 -           Jason pointed out on 980308. ref SDS 42 6399
401728 -
401729 -       2.  Better communication improves the work, and better work
401730 -           improves attitudes.  If the work is not improved, you will
401731 -           never improve attitudes.
401733 -  ..
401734 - Adding a system of business metrics to communcication is the most
401735 - direct and powerful way to improve the work and improve attitudes,
401736 - again citing report on 970107. ref SDS 24 4953
401738 -  ..
401739 - Jason has talked to...
401740 -
401741 -                  Tom Kardos Deputy Director Design and
401742 -                  Construction 650 737 7829
401743 -
401744 -                  Bruce Swanson
401745 -                  Program Manager
401746 -                  650 794 5318
401747 -
401748 - ...about Communication Metrics.
401750 -  ..
401751 - Jason has tried to explain his findings that Communication Metrics
401752 - might significantly improve management of the construction program at
401753 - SFO.  He feels frustrated that SFO leadership cannot focus on this
401754 - potential that justifies trial.
401755 -
401756 -      [On 990527 same problem at Intel. ref SDS 47 074D
401758 -  ..
401759 - Andy Grove, CEO of Intel Corporation, explains the challenge leaders
401760 - face.  Because their calendar is always full, seasoned executives have
401761 - difficulty devoting time to understand new methods. Grove points out
401762 - in his book...
401763 -
401764 -                       "Only the Paranoid Survive"
401765 -
401766 -
401767 - ...that especially successful executives loathe change, and so often
401768 - overlook "strategic inflection points" that require executive
401769 - attention. ref SDS 34 6148
401771 -  ..
401772 - Grove notes that people like to be busy working in familiar ways on
401773 - familiar things. ref SDS 34 3740
401775 -  ..
401776 - This leads to the classic charge...
401777 -
401778 -
401779 -        "Tell me what I need to know in 25 words or 30 seconds."
401781 -  ..
401782 - I asked if Jason has forwarded any of the mail he has reviewed that
401783 - demonstrates the meaning and utility of "business intelligence"?  He
401784 - originally doubted this method, but after looking at the web site and
401785 - using the work product, he saw the benefit of adding "intelligence" to
401786 - management is self-evident, as reported by Jim Lovo at HQUSACE on
401787 - 981119. ref SDS 39 2272
401789 -  ..
401790 - Everyone has a hard time explaining "intelligence," but when they use
401791 - it they immediately grasp Communication Metrics on the Internet is a
401792 - new and more powerful way to save time and money, as reported by USACE
401793 - engineer on 981104. ref DRP 5 4550
401795 -  ..
401796 - Therefore, simply telling people about Communication Metrics is not
401797 - effective because they do not have a base of experience from which to
401798 - recognize self-evident benefits.  They have to experience it to
401799 - believe it.
401801 -  ..
401802 - Jason advised he has proposed trying Communication Metrics to support
401803 - his management of the SFIA building program, but his superiors told
401804 - him that adding "metrics" to communications to avoid mistakes that
401805 - cause extra cost and delay, sounds...
401806 -
401807 -
401808 -                           off-the-wall
401809 -
401811 -     ..
401812 -    [On 990718 Intel managers said adding intelligence to management is
401813 -    funny and an alien concept. ref SDS 50 1767]
401815 -     ..
401816 -    [On 990723 sent copy of letter to Jason that explains intelligence
401817 -    as alignment. ref SDS 51 4225]
401819 -  ..
401820 - Jason said everyone feels that right now things are going pretty well
401821 - in the building program, because there is no specific crisis underway.
401822 - His bosses have indicated that this is not a good time to change
401823 - everything with a new system.
401825 -  ..
401826 - We considered this evening, that the time to improve management is
401827 - when things are "going pretty well," not when crisis flares.
401828 -
401830 -  ..
401831 - This is the time to experiment with improvements that avoid mistakes
401832 - which cause future crisis, and to prepare for handling crisis that
401833 - will arise due to mistakes that are already in the pipeline, but have
401834 - not yet become visible.
401836 -  ..
401837 - Second, we recalled Communication Metrics does not require anyone to
401838 - change anything they are doing.  Adding "intelligence" to management
401839 - makes whatever is being done work better.
401841 -  ..
401842 - Jason said no one believes that so people are afraid to try.
401844 -  ..
401845 - People feel adding intelligence to management is quackery, i.e.,
401846 - of -the-wall, per above, ref SDS 0 0778, and so are afraid even to
401847 - investigate, despite Andy Grove's call at Intel for people to
401848 - investigate even "crummy ideas."
401849 -
401850 -      [On 990622 Jason feels improving communication requires changing
401851 -      attitudes. ref SDS 48 4554
401853 -       ..
401854 -      [On 990713 Intel investment managers feel adding intelligence to
401855 -      management is a funny and alien idea. ref SDS 50 1767
401857 -  ..
401858 - Everyone feels uncomfortable about new methods from electricity, to
401859 - the automobile, the airplane, the computer, even "book learning," was
401860 - strongly resisted in the beginning.
401862 -  ..
401863 - When the alphabet was introduced, people felt it was not cost
401864 - effective to go to school and to prepare writing materials, because
401865 - there was wood to chop, water to fetch and crops to harvest.  It took
401866 - a long time for seasoned executives to grasp that "book learning"
401867 - empowers people to chop more wood, fetch more water and harvest more
401868 - crops, discussed on 961210. ref SDS 23 QV7M  We have to work very hard
401869 - in the begining to help people overcome ignorance, fear and denial.
401870 -
401871 -       [On 000227 resistance to adding intelligence to management was
401872 -       reviewed with Doug Engelbart's OHS/DKR team meeting at SRI.
401873 -       ref SDS 60 X84N
401875 -  ..
401876 - Until people gain experience, they have no basis to weigh the merits,
401877 - as discussed with Morris on 940125. ref SDS 10 MD6I
401879 -  ..
401880 - How can we help people gain experience with better methods?
401881 -
401883 -  ..
401884 - One way is to contact people, who have experience, to get clues about
401885 - prospects for a successful use.
401886 -
401888 -  ..
401889 - On 990317 Jason requested references to ask about this, and references
401890 - were provided. ref SDS 44 8837
401892 -  ..
401893 - Jason explained this evening that he has not contacted the references
401894 - because management at the airport have objected to investigating
401895 - Communication Metrics.
401896 -
401898 -  ..
401899 - He suggested I notify his contacts about Communication Metrics.
401901 -  ..
401902 - Jason advised that...
401903 -
401904 -                  John Martin
401905 -                  Director of the Airport
401906 -                  650 794 5000
401907 -
401908 - ...has not discussed Communication Metrics, but is a strong leader,
401909 - similar to Bruce and Tom.
401910 -
401911 -
401912 -
401913 -
401914 -
401915 -
401916 -
401917 -
401918 -
401919 -
401920 -
401921 -
401922 -
4020 -