December 17, 1998 | D R A F T |
CEMP-EC
Subject: | Evaluation of Communication Metrics For |
Future Use Throughout USACE |
Communication Metrics is advertised as a system of tracking correspondence,
meeting minutes, telephone call logs, and any other written record. The Welch
Company,
www.welchco.com
has developed the technology called the "Schedule
Diary System" (SDS) to track and link written records.
..
The Welch Company was hired by San Francisco District to provide Communication
Metrics for their Oakland Harbor Deepening Project. The Scope of Services
(SOS) called for The Welch Company (Mr. Rod Welch) to provide communication
management services. Some of the items called for in the SOS required him to
prepare a diary of verbal and written communication, analyze the
communications, maintain action items and a record of documents issued and
received, and provide access to all of these items to appropriate parties.
This was accomplished through the use of The Welch Company's web site.
..
San Francisco District's report on the effectiveness of Communication Metrics
called out a cost avoidance of $317,000 over three months. This was
extrapolated to show a potential savings of $5,800,000 over the life of the
project, if Communication Metrics were used for the entire project period.
..
There are two drawbacks to this analysis. First, there is no way to determine
if these costs would have been avoided by diligent district project management.
Second, during the three months that Communication Metrics was in use, Mr.
Welch himself was the recorder of minutes, distributor of the information for
review and comment, and web site master. It is unknown if the same savings
would have been realized if district personnel had been responsible for running
the program.
..
The marketing information presented on The Welch Company web site is largely
anecdotal and full of catchphrases. It successfully makes the case that well
documented and hyperlinked records are useful, but it relies on testimonials
and references to business "gurus." Many statements are made without proof or
supporting evidence. The lack of repeatable, conclusive evidence does not mean
that the method is bad; it means that tangible benefits and expected costs of
any systemic use of this technique/technology can not be accurately
determined.
..
After getting past the infomercial style of the marketing, the method may have
value; however, it is currently not in a form that could be bought and, after a
short training period, be useful to a manager. When asked about the logistics
of purchase, training and use of Communication Metrics, Mr. Welch advised that
the best way to answer those questions would be to have him develop a program
with San Francisco District, which would take about four to six months, and
cost between $100,000 and $200,000. That expenditure is certainly not
warranted at this time.
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