CONTACTS 
0201 - JPS Net
020101 - Mr. Bruce Newland
020102 - Network Operations Manager
020104 - Biz Tech Services

SUBJECTS
00101 Moved to 00102, 000303
Use Exceeds 100MB, 000304
Technical Support Unproductive
Direct Line Bruce Newland, Technical Support
Call Centers Error Pronem, Awkward
Skill Based Routing Telephone Support Unproductive
Productivity Killed by Email Grows Demand for SDS Add Intellignece Ma
Telephone Skill Based Routing Support Unproductive Killer Application
Knowledge Based Routing Oxymoron Killer Application Telephone Support
Technical Support Unproductive Telecphone Skill Based Routing Killer

1312 -
1312 -    ..
1313 - Summary/Objective
1314 -
131401 - Follow up ref SDS 18 0000, ref SDS 16 0000.
131402 -
131403 - Bruce got the letter commending JPS on solving problems last night. He
131404 - offers suggestions on FTP programs. ref SDS 0 0896  He explains skill
131405 - based customer call routing will reduce response time for support;
131406 - and; he provides a direct line to expedite future matters. ref SDS 0
131407 - 0896  Analysis proposes consideration of direct support on selecting
131408 - skill routing choices. ref SDS 0 4836
131410 -  ..
131411 - Submitted ref DIT 1 0001 to Bruce responding to his letter today, per
131412 - below.  Linked to this record for reference on skill routing tech
131413 - support issue, and on getting a report on server usage.
131415 -  ..
131416 - A second letter from Bruce reports we are using 90.2M. ref SDS 0 0897
131417 - He forwarded analysis on skill based routing to the manager in charge
131418 - of the JPS customer message system. ref SDS 0 2173
131420 -  ..
131421 - Submitted ref DIT 2 0001 asking about the cost of another 50M.
131422 -
131423 -
131425 -  ..
1315 -
1316 -
1317 - Progress
1318 -
131801 - JPS Changing to Skill Based Support Requires "Skillful" Customers
131802 -
131803 - Received ref DRT 1 0001 from Bruce responding to my letter last night,
131804 - ref DIP 1 0001 commending the JPS work, and asking for a suggestion to
131805 - replace ws_ftp, per reasoning below. ref SDS 18 2294
131807 -  ..
131808 - Bruce provides a cellular phone number, and asks to be called directly
131809 - on future problems. ref DRT 1 3936  He does not want the cellular
131810 - number in the public record, so I blanked it out in his letter after
131811 - entering it in Contacts.  This makes the number available in this
131812 - record to expedite the work, but it is not disclosed on the web,
131813 - because cellular and home numbers are removed by the process that
131814 - publishes SDS records, as reported on 9811205. ref SDS 2 4978
131815 -
131816 -      [On 010501 Bruce discontinues direct support. ref SDS 24 5P5I
131818 -  ..
131819 - Bruce advised that problems encountered yesterday, 000303, ref SDS 18
131820 - 7939, were caused by the new JPS phone system for customer support
131821 - that uses "skill based routing."  He expects it will take a short
131822 - while to get staffing correctly aligned with customer calls.  JPS
131823 - expects this new capability will enable faster response than occurred
131824 - last night. ref DRT 1 8343
131825 -
131826 -          [On 011010 skill based routing increases the time required to
131827 -          support a customer. ref SDS 25 OV4F
131829 -           ..
131830 -          [On 031010 people frustrated unable to contact customer
131831 -          support for help. ref SDS 26 0001
131833 -  ..
131834 - A humorous example of customer support by Microsoft is in the SDS
131835 - scenario. ref OF 2 3120  On 000222 a participant in the Colloquium at
131836 - Stanford on building a "Dynamic Knowledge Repository" found the
131837 - scenario helpful. ref SDS 17 2911
131839 -        ..
131840 -       Skill Based Routing Requires Safety Valve for Meaning Drift
131841 -
131842 -       Bruce does not address suggestion on 000303 to provide an option
131843 -       for customers to obtain assistance on which "skill" button to
131844 -       press. ref SDS 18 4408
131845 -
131846 -            [On 000308 Colloquium at Stanford reviewed challenge of
131847 -            subject searches on a dynamic knowledge repository, and
131848 -            advantages of providing support. ref SDS 19 2958]
131850 -             ..
131851 -            [On 000309 Colloquium proposes "friendly" system will solve
131852 -            problems. ref SDS 21 2958
131854 -             ..
131855 -            [On 001219 Paul Fernhout cites change from telephone
131856 -            support to voice recognition as evidence corporations
131857 -            cannot service human needs because the goal is to make a
131858 -            profit. ref SDS 23 9B9M
131860 -             ..
131861 -            [On 011010 need for librarian or Com Manager. ref SDS 25
131862 -            OV4F
131864 -        ..
131865 -       Buttons on Telephone No One Knows What to Press Wastes Time
131866 -       Skill Based Routing Wasts Time Frustrating Due to Meaning Drift
131867 -
131868 -       Skills and perceptions of problems vary within the same person,
131869 -       using different words for the same thing on different days.
131870 -       This requires a flexible, rather than a rigid environment.
131871 -       Customers pressing buttons on the telephone console using
131872 -       skill-based routing, and "experts" setting up skill-based
131873 -       routing are equally at risk.  No engineer, no manager, no CEO,
131874 -       no PhD, no one the planet can solve "meaning drift," explained
131875 -       in the NWO... ref OF 1 049O  because the power of knowledge from
131876 -       human cognition to construct connections is virtually endless.
131877 -       The tenuousness of "meaning" suggests the goal of aligning
131878 -       customers with services and products using "skill-based" routing
131879 -       of telephone calls will not be achieved.  The most that can be
131880 -       hoped to accomplish is to get close, say 60% to 70% of customers
131881 -       can make selections using this method.  The other 30% to 40%
131882 -       have needs that either do not, or do not in the moment seem to,
131883 -       fit descriptions of choices offered to callers.  The wrong
131884 -       button will be pushed, JPS staff and customers will both be
131885 -       frustrated by losing time, and both will incur extra cost due to
131886 -       rework, explained in the report by the U.S.  Army Corps of
131887 -       Engineers on 971008. ref DRP 1 4680
131889 -        ..
131890 -       Skill routing is attractive because it seems like a way to save
131891 -       time and money.  It is difficult to explain that a set of
131892 -       choices cannot be provided to customers that will accomplish
131893 -       that goal. Efforts to explain why this cannot be done impart
131894 -       lack of competence, lack of communication skills and lack of
131895 -       willingness to work hard.  Since every manager is hired because
131896 -       they are competent and have good communication skills, this
131897 -       presents a challenge on how to design a system that reflects
131898 -       human cognitive machinery, which no amount of competence or hard
131899 -       work can change.
131900 -
131901 -          [On 011010 skill based routing increases the time required to
131902 -          support a customer. ref SDS 25 OV4F
131904 -           ..
131905 -          [On 031010 people frustrated unable to contact customer
131906 -          support for help. ref SDS 26 0001
131908 -        ..
131909 -       A "safety valve" option for customers to get help on which
131910 -       button to push is a good compromise solution.  JPS and many
131911 -       customers will benefit from self-directed routing, which will
131912 -       sometimes be successful.  Additional benefit will accrue by
131913 -       providing direct access to a responsible person to engage the
131914 -       customer in considering the scope of service required, and
131915 -       determining the correct button to push, or indeed that none of
131916 -       the buttons really explain what is needed.  This will avoid
131917 -       tying up the wrong people, who will route the customer ad hoc to
131918 -       different help stations.  It will teach the customer how to
131919 -       assess and correlate help requirements with JPS resources, and
131920 -       it will help retain customer satisfaction with JPS.
131921 -
131922 -          [On 011010 librarian is a "safety valve" for customers to
131923 -          find the right information when needed. ref SDS 25 OV4F
131925 -        ..
131926 -       Bruce's offer to take calls directly from me fits this model.
131927 -       ref SDS 0 0896  While, it is a kind gesture, and may work for
131928 -       for me, at least for awhile, the better procedure is to develop
131929 -       customer response resources and procedures that fit the model of
131930 -       human needs as both structured, which can be handled by pushing
131931 -       specific buttons, and, also, "fluid" (explained in POIMS,
131932 -       ref OF 1 0582), which require, assessment, research and guidance
131933 -       in order to determine which button to push for the route to
131934 -       appropriate skills.
131936 -  ..
131937 - Bruce's second letter, ref DRT 2 4940, received late this evening,
131938 - reports he passed along to the manager in charge of the message
131939 - system, Anthony Cassilas, my letter, ref DIT 1 0001 with the link to
131940 - the above analysis.
131941 -
131943 -  ..
131944 - Welchco Usage on JPS Capacity Not Reported
131945 -
131946 - Follow up ref SDS 18 0986
131947 -
131948 - Did not get the letter from Eric today, which he planned to submit
131949 - last night to establish how much capacity we are using on the JPS
131950 - server. ref SDS 18 6035
131952 -  ..
131953 - In the letter today to Bruce, I ask about this again. ref DIT 1 3723
131954 -
131956 -  ..
1320 -
1321 -
1322 - 2211
1323 -
132301 - Bruce's second letter says we are using 90.2M. ref DRT 2 0001  He has
132302 - had a long day.
132303 -
132304 -     This suggests there has been some commingling or duplication on
132305 -     the Welch record, stored on the Server, based on analyis of local
132306 -     storage, done yesterday. ref SDS 18 1395  I adjusted that record
132307 -     to include 8M for the pic directory which has images that are
132308 -     cited in other documents.  Another possibility is that the local
132309 -     server is under-reporting use on the JPS server, because we
132310 -     revised this, that or the other.
132312 -      ..
132313 -     When we get the DSL service in a few weeks, we can upload the
132314 -     record again to the server, and maybe get us back to about 74M.
132316 -      ..
132317 -     In any case, it appears we will be needing more space.
132319 -      ..
132320 -     Actually, another approach might be to delete the SDS record for
132321 -     88 - 93 on the grounds that any links can be restored with
132322 -     subsequent work activity.
132324 -      ..
132325 -     Locally deleting the following will accomplish...
132326 -
132327 -                  Directory               MB     Cum
132328 -
132329 -                  sd 08 00101 02 88        1       1
132330 -                  sd 08 00101 02 89        1       2
132331 -                  sd 08 00101 02 90        1       3
132332 -                  sd 08 00101 02 91        2       5
132333 -                  sd 08 00101 02 92        2       7
132334 -                  sd 08 00101 02 93        2       9
132335 -                  sd 08 00101 02 94        6      15
132336 -                  sd 08 00101 02 95        6      21
132337 -                  sd 08 00101 02 96       10      31
132338 - ..
132339 - Submitted another letter asking for the cost of increasing use
132340 - on the JPS server by 50M, to 150M? ref DIT 2 0001
132341 -
132342 -
132343 -
132344 -
132345 -
132346 -
1324 -

SUBJECTS
Acquisition
Procurement FTP
Ws_ftp
Bulletproof FTP, 000304
WS_FTP 00101 Moved to 00102 (Welch), 000303

1807 -
180801 -  ..
180802 - FTP Program Options
180803 -
180804 - Responding to the request about FTP programs, ref DIP 1 2479, based on
180805 - the record yesterday, ref SDS 18 3430  Bruce has heard good things
180806 - about WSFTP Pro from customers and employees. He uses an FTP program
180807 - called...
180808 -
180810 -                           ..
180811 -                          Bulletproof FTP
180812 -
180813 -
180814 - ...available from...
180815 -
180817 -              ..
180818 -             http://www.bpftp.com/
180819 -
180821 -  ..
180822 - It has a trial period to test it without payment.  Bulletproof
180823 - supports multi-queueing.  Many directories and files can be queued
180824 - from different locations on the hard drive, then uploaded without
180825 - intervention. ref DRT 1 2112
180826 -
180827 -
180828 -
180829 -
1809 -

SUBJECTS
JPS Information Management Effective
Experience Builds Faith, Credibility of Reliable Sources with Experie
Binary Forces Permeate Human Endeavors, Cause Stress, Conflict
Security Communication Balanced by SDS POIMS

2306 -
230701 -  ..
230702 - Security Balanced with Expediting the Work
230703 - Experience with SDS on the Web Teaches POIMS Intelligence Process
230704 -
230705 - Bruce expects information he submitted today will be integrated into
230706 - the SDS record, ref DRT 1 3936, and that it may be recycled on the web
230707 - to perform future work. (e.g., a response letter, ref DIT 1 0001)  He
230708 - requests that his cell phone number, provided for direct access to
230709 - expedite future service, per above, ref SDS 0 0896, be omitted for
230710 - security. ref DRT 1 3936
230712 -  ..
230713 - This shows experience with SDS on the web enables people to recognize
230714 - the "intelligence" process of plan, perform, report, explained in
230715 - POIMS. ref OF 1 6649  On 990527 the need for experience with SDS was
230716 - reviewed with Intel on introducing new methods, i.e., disruptive
230717 - technologies. ref SDS 7 9711  On 990715 the value of experience was
230718 - reviewed again. ref SDS 8 2592
230720 -  ..
230721 - Bruce comments favorably on SDS, ref DRT 1 3936, reflecting prior
230722 - notice on 990426. ref SDS 6 9400  Seems to support planning on 971021
230723 - that the web can help people understand SDS. ref SDS 1 9999
230724 -
230725 -       [On 000309 report web is not helpful. ref SDS 20 5896
230726 -
230727 -       [On 000310 inquiry about confidentiality of SDS record on the
230728 -       web. ref SDS 22 3100]
230729 -
230730 -
230731 -
230732 -
230733 -
230734 -
230735 -
230736 -
230737 -
230738 -
230739 -
230740 -
230741 -
230742 -
2308 -