CONTACTS 
0201 - JPS Net                              800 711 5353 fax or 800...
020101 - Mr. Bruce Newland; Manager  =916 810 8913
020102 - Biz Tech Services =415 376 0121
0202 - JPS Net                              800 711 5353 fax or 800...
020201 - Mr. Dave Zillner; JPS Technical Support Supervisor
020202 - dzilner@corp.jps.net
020203 - Biz Tech Services =415 376 0121

SUBJECTS
Directory Access Denied, 991220
Training, Lessons Learned
Sel -evident Cost Savings
JPS Information Management Effective
Case Studies Lessons Learned
Training Communication Doctor/Patient Partnership
Customer Support
Cost/Benefit
Technical Support Unproductive

1611 -    ..
1612 - Summary/Objective
1613 -
161301 - Follow up ref SDS 40 0000, ref SDS 39 0000.
161302 -
161303 - Bruce called to follow up the problem that occurred on 991220.
161304 -
161305 - I explained the JPS team did a good job solving the problem the next
161306 - day, on 991221. ref SDS 40 0001
161307 -
161308 - Bruce asked about getting feedback on problem resolution.  He noted
161309 - that Communication Metrics provides useful information for daily
161310 - management and problem solving, that also shows lessons learned.  This
161311 - supports favorable review on 990426. ref SDS 27 9400
161312 -
161313 - The US Army Corps of Engineers made this point in a report on 970328.
161314 - ref DRP 2 3156
161315 -
161316 - I noted there is a record of this transaction, but experience has
161317 - shown that a lot of social dynamics make it difficult to improve
161318 - customer support operations, similar to trying to improve engineering
161319 - and management, reported on 990527. ref SDS 31 1233
161320 -
161321 - Comments by the manager of customer care for PeopleSoft at a Knowledge
161322 - Management event on 991217, indicate customer reps are pressured to
161323 - achieve short term economic gains by shortening calls rather than
161324 - understand issues, investigate correlations, implications and options,
161325 - in order to formulate effective solutions. ref SDS 38 6480
161326 -
161327 - I explained JPS technical support is a paragon of productivity in
161328 - relation to other organizations.  An example is work with Microsoft on
161329 - 980318. ref SDS 3 5888  As a result, I am reluctant to submit a record
161330 - that may be incorrectly viewed as casting aspersions on good faith
161331 - efforts of JPS staff.
161332 -
161333 - Bruce indicated it would be helpful to review the record.
161334 -
161335 - Submitted ref DIT 1 0001 linked to this record on 991228, ref SDS 0
161336 - 0001, and to the record on 991221 when the problem was solved.
161337 - ref SDS 40 0001
161338 -
161339 - For information, included access to following...
161340 -
161341 -    1.  Knoweldge Management meeting on 991217. ref SDS 38 0000
161342 -
161343 -    2.  On 991108 analysis shows dynamics of social pressure suppress
161344 -        literacy in management. ref SDS 37 7380
161345 -
161346 -    2.  Colloquium at Stanford on Unfinished Revolution, reported on
161347 -        991222. ref SDS 41 0001
161348 -
161349 -
161350 -
161351 -
161352 -
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161354 -
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161356 -
1614 -