CONTACTS 
0201 - Corps of Engineers, SFD
020101 - Mr. Marcus Tikotsky; Contract Specialist
020102 - Contracting Division
0202 - COE, Oakland Harbor Project
020201 - Mr. Glenn Chaffey; Inspector

SUBJECTS
Corps of Engineers, SFD, Applications
Evaluation, Orientation Comm Metrics, SDS
Max on SDS Record Implementation
Welch Does Not Direct the Work
Align Communications Build Maintain Shared
Purpose for Notes of Discussions
Build, Maintain Shared Meaning
Welch Asks Questions, Does Not Direct the
Anger, Frustruations from Erroneous Meeting
Tape Recording Less Useful than SDS
Questions Resisted Delay But Improve Action KM Delima
Direct Work with SDS Record Showing Alignment with Requirements Peopl
Surveyor's Journal/Diary Enterss Figures and Context of Daily Work

4815 -
4815 -    ..
4816 - Summary/Objective
4817 -
481701 - Follow up ref SDS 25 0000, ref SDS 22 0000.
481702 -
481703 - Marcus and Glen provided perspective on how Communication Metrics is
481704 - perceived.  Explained background defining this new role and got
481705 - helpful ideas on implementation.
481706 -
481707 -
481709 -  ..
4818 -
4819 -
4820 - Progress
4821 -
482101 - Obtain Comments on Meeting Notes
482102 -
482103 - Marcus showed a copy of the record for the meeting on 961015,
482104 - ref SDS 28 0001; he had highlighted several entries.  His main point
482105 - today is that usage of the word "consideration" can connote intent or
482106 - willingness to make payment in return for performance.  Marcus
482107 - indicated the meeting notes could be construed as intending such
482108 - meaning and so he suggests using a different word.
482110 -  ..
482111 - Marcus will write up an alternate way to convey the intended meaning
482112 - of the language where this is a potential concern, and submit for
482113 - incorporation into the record.
482114 -
482115 -     [On 971024 visited District office to get Marcus' comments/edits.
482116 -     ref SDS 37 4L4L
482118 -  ..
482119 - Leondard had not completed his review; but indicated he will have
482120 - comments ready later today or tomorrow when he is in the District
482121 - office.
482122 -
482124 -  ..
4822 -
4823 -
4824 - Discussion with Marcus
4825 -
482501 - Evaluation Communication Metrics Applied to Meeting Notes
482502 -
482503 - Marcus called about 0820 and asked for the number on the COE contract
482504 - with Welch Company.
482505 -
482506 - I looked it up at ref DRP 1 0000 from the record on 960916.
482507 - ref SDS 16 IH5H
482509 -  ..
482510 - Marcus asked to visit for a few mintues before we began the meeting
482511 - with Dutra on the piling debris matter.
482513 -  ..
482514 - Marcus advised of having met with Max and Tom Benero, and possibly Tom
482515 - Keesling, yesterday, and that he explained his impression from
482516 - observing the meeting with Dutra on 961015 and then reviewing the
482517 - notes prepared for that event by Welch, ref SDS 28 0001, which were
482518 - submitted to Marcus on 961016. ref SDS 31 0001  Marcus recalled that
482519 - Max raised questions about performance of the Welch Contract, which
482520 - Tom Keesling was asked to discuss with me.
482522 -  ..
482523 - My sense is that these questions eminated from the Contractor's letter
482524 - setting out a general complaint about notes of the meeting on 961009,
482525 - per ref SDS 28 1217; however, Marcus did not mention the Contractor's
482526 - letter.
482528 -  ..
482529 - We reviewed the meeting with Tom Keesling yesterday morning and that
482530 - Tom approved the response to objections made by the Contractor to the
482531 - record of the meeting on 961009. ref SDS 31 IE9I  The Contracting
482532 - Officer, Tom Benero, also, received the same record, and has not
482533 - raised the concern that Marcus cites today. ref SDS 31 FG5F
482534 - Additionally, on 971015 Tom Benero called an ad hoc meeting with the
482535 - District Counsel, Jim Stout, ref SDS 30 5833, and at that time both
482536 - Tom and District Counsel approved SDS records on meetings. ref SDS 30
482537 - 3X77
482539 -  ..
482540 - Marcus said the meeting he had with Max and Tom Benero and subsequent
482541 - concern occurred after I met them yesterday morning.
482543 -  ..
482544 - I advised of not having spoken to either Tom Keesling nor Tom Benero
482545 - since yesterday morning, so this is something new.
482547 -  ..
482548 - Marcus expressed concern that questions to clarify the record during
482549 - the meeting with Dutra on 961015, gave the impression that Welch was
482550 - "directing" the Contractor.  Marcus showed a copy of the Welch
482551 - contract with USACE, and advised that he feels Welch participation in
482552 - the meeting on 961015 exceeds the contract scope.
482554 -  ..
482555 - Marcus recalled his favorable comments following the meeting on 961015
482556 - that Welch raised questions which USACE staff should have been pursued
482557 - more vigorously. ref SDS 29 1278  He feels Welch should brief USACE
482558 - people so they are prepared to ask questions that guide the work.  We
482559 - reviewed the record showing the Project Manager, Herb Cheong, the
482560 - Contracting Officer, Tom Benero, and the Construction Manager, Marc
482561 - McGovern, were briefed prior to the meeting on 961015.
482563 -  ..
482564 - Marcus noted that in the heat of meetings people cannot think of
482565 - everything, because they have a lot of other responsibilities.
482566 -
482567 -      [See follow up where Max felt Communication Manager should not
482568 -      speak at meetings, ref SDS 41 8870; report that District Engineer
482569 -      ordered Welch to be terminated if Welch speaks at meetings, see
482570 -      ref SDS 43 3425; Max later decided to review this matter further
482571 -      with DE to ensure benefits of Welch contract.
482573 -       ..
482574 -      [On 970624 DE voiced opposition to Com Metrics processes,
482575 -      ref SDS 49 4695
482576 -
482577 -
482579 -  ..
482580 - Com Metrics Helps People Direct Themselves Based on Self-interest
482581 -
482582 - We reviewed the record showing that Welch does not "direct" anyone to
482583 - do anything, as reported on 920110. ref SDS 3 0869 and on 920128.
482584 - ref SDS 5 3354
482586 -  ..
482587 - Communication Metrics obtains feedback by asking questions that show
482588 - alignment between what is said, proposed, and planned, and what is
482589 - required by contract, policies, commitments, regulations and other
482590 - objectives, and what has been said previously and/or set out in other
482591 - documents (e.g., a progress report, letter) ref SDS 5 3354.  This
482592 - accomplishes the purpose of Communication Metrics to improve daily
482593 - management by giving visibility to alignment, called out in the Welch
482594 - contract, ref DRP 1 8488.
482595 -
482596 -      [On 970624 District Engineer noted that questions clarify
482597 -      meaning. ref SDS 49 4695]
482599 -  ..
482600 - Marcus recalled that the Contractor seemed to react in a manner
482601 - suggestive of being "directed" by Welch.  Marcus feels this is an
482602 - error under the Welch contract with USACE.
482603 -
482604 -      [On 961125 Port of Oakland feels Welch is "directing" meetings,
482605 -      ref SDS 40 6009, and later on 961205. ref SDS 42 3425
482607 -  ..
482608 - Probative questions enable people to see (i.e., brings into span of
482609 - attention - see POIMS on the role of "intelligence" ref OF 1 0582)
482610 - whether a course of action aligns with requirements.  In answering
482611 - questions and/or reviewing meeting notes, people may recognize that
482612 - conduct and/or planning conflicts with requirements. Early recognition
482613 - of alignment is the objective of management "metrics," here
482614 - Communication Metrics, i.e., to avoid disputes, extra expense and
482615 - delay by discovering conflicts in understandings before mistakes
482616 - occur.  Managers, contractors, everyone, then "direct" themselves by
482617 - adjusting course in order to meet requirements, rather than endure the
482618 - risk of remedies and adverse consequences that impact earnings.
482619 -
482620 -      [On 961105 Tom White found Communication Metrics improved
482621 -      management. ref SDS 38 1220]
482623 -       ..
482624 -      [On 980307 Andy Grove's book "Only the Paranoid Survive" feedback
482625 -      questions are not fun but are essential to good management. see
482626 -      ref SDS 53 0261]
482627 -
482629 -  ..
482630 - Feedback Resisted Because Takes Time to Avoid Future Mistakes
482631 - Communication Metrics Different from Meeting Minutes
482632 - Tape Recording Meetings to Capture What is Said
482633 -
482634 - Glen and Marcus posed the prospect of the Contractor tape recording
482635 - meetings to ensure accuracy.  They feel that if accurate "minutes" of
482636 - meetings are needed, then tape recording are the best method to do
482637 - this, rather than use SDS records for feedback.
482639 -  ..
482640 - Glen said that the SDS record is accurate, but it has alignment with
482641 - contract requirements, project history, and planning that were not
482642 - specifically discussed.  He feels that people draw different meaning
482643 - and understandings from interpretting discussion based on different
482644 - experience and objectives (see also below. ref SDS 0 5832), and so
482645 - they get mad when feedback conflicts with their understanding, because
482646 - they don't want to take time to prepare and submit complementary
482647 - feedback to clarify accuracy of communications.  Glen feels that since
482648 - feedback takes time and hard work, people get mad because they want to
482649 - expedite based on their first impression that is fast and easy.
482650 -
482651 -     [On 040505 Paris peace conference in 1919 heads of state began
482652 -     holding meetings hoping to avoid keeping records, but found the
482653 -     top people in the world could not remember enough to perform daily
482654 -     work; eventually leadership yielded to an even stronger fear of
482655 -     accountable for failing to get anything done, and so a record of
482656 -     organizational memory was prepared and this change in management
482657 -     practice yielded results that expedited progress. ref SDS 64 MQ49
482659 -  ..
482660 - Glen advised that he writes careful daily notes in his surveyor's
482661 - journal.
482663 -  ..
482664 - Marcus asked Glen why surveyor's keep a journal, since they are
482665 - already writing all the figures for the survey?
482667 -  ..
482668 - Glen said surveyors keep a journal to help engineers understand
482669 - circumstances and context of measurements used for preparing design
482670 - drawings, and if there is a lawsuit, the journal helps him remember
482671 - how to testify.  He feels this doesn't work for typing up his notes
482672 - and sending them out to everyone, because people get mad when they
482673 - remember things differently.
482675 -             ..
482676 -            [On 011102 case study traditional information management
482677 -            using diary and journal methods write understandings of
482678 -            daily work, e.g., captain's ship log, airplane flight test
482679 -            reports, project manager daily diary, scientific method
482680 -            contemporaneous record reporting on experiments, surveyor's
482681 -            journal. ref SDS 61 TO5J
482683 -  ..
482684 - This aligns with experience at DNRC on 911011. ref SDS 2 HU8N
482686 -  ..
482687 - On 921205 Steven Covey calls for everyone to keep a journal to
482688 - "sharpen the saw," i.e., mental acuity. ref SDS 8 2229
482690 -  ..
482691 - On 951221 software engineers are required to maintain contemporaneous
482692 - documentation, similar to Glen's survey journal. ref SDS 13 0966
482694 -  ..
482695 - Glen feels the contractor will start tape recording meetings, if we
482696 - send out the SDS diary to confirm understandings and get feedback
482697 - that refines accuracy of communications.
482699 -  ..
482700 - Cal Tech seminar publication reviewed on 940111 recommends "feedback"
482701 - as best procedure to ensure accurate communications by overcoming the
482702 - problem of different meanings. ref SDS 9 2074
482703 -
482704 -          [On 970829 management text says feedback essential to solve
482705 -          problem of different meanings. ref SDS 50 4491]
482707 -           ..
482708 -          [On 971229 management training says feedback is needed for
482709 -          business communication. ref SDS 51 2914]
482711 -           ..
482712 -          [On 980307 Andy Grove's book "Only the Paranoid Survive"
482713 -          seems to use "constructive confrontation" to relieve the
482714 -          stress Glenn cites, but Grove affirms the need for feedback
482715 -          metrics, and copious notes, even though these practices are
482716 -          not "fun." ref SDS 54 3101]
482718 -           ..
482719 -          [On 980405 fear about accountability that resists feedback
482720 -          metrics was raised again. ref SDS 55 5065]
482722 -           ..
482723 -          [On 990505 Jason Yuen at SFIA advised that "attitudes" need
482724 -          to change before communication can be improved. ref SDS 57
482725 -          4732]
482727 -           ..
482728 -          [On 000517 software used a journal on a project in Texas that
482729 -          was very helpful. ref SDS 58 2064
482730 -      ..
482731 -      Glen's observation reflects his reluctance to provide
482732 -      comments when we met yesterday, ref SDS 33 5657.
482734 -  ..
482735 - I explained that the Contractor can certainly tape record meetings.
482737 -  ..
482738 - Typically, this does not last very long, because the Contractor feels
482739 - constrained in the expression it can make.
482741 -  ..
482742 - It takes a lot of time listening to tapes in order to find something
482743 - useful.
482744 -
482745 -
482746 -
482747 -
482748 -
4828 -

SUBJECTS
Corps of Engineers, SFD, Applications
Evaluation, Orientation Comm Metrics, SDS
Welch Does Not Direct the Work
Consideration, avoid term as reflecting
Align Communications Build Maintain Shared
Build, Maintain Shared Meaning
Feedback Metrics for Communication Improves
Differences Disclose Conflicts Early
Accuracy, SDS Records Inaccurate
Anger, Frustruations from Erroneous Meeting Notes
Mad People Get Mad Anyway When Inconsequential Details Turns out to C
1-sided Interpretation Notice Communication Accountability Cause Angr
Many People Prepare Competing Versions of SDS Diary on Same Event
Feedback People Get Mad Because Record Takes Time Stopping Current Ta
People Get Mad Anyway When Listening Fails So Getting Mad to Enable A

8617 -
861801 -  ..
861802 - Communication Metrics Builds and Maintains Shared Meaning
861803 -
861804 - Marcus offered his sense from our discussion today that the purpose of
861805 - Communication Metrics is not to obtain a verbatim transcript of what
861806 - is said, since that has very limited value.
861808 -  ..
861809 - Marcus feels Communication Metrics improves contract management by
861810 - setting out understandings from communications in meetings, calls, and
861811 - documents, and building shared meaning so there is consistent and
861812 - timely action dealing with the Contractor, based on Diary analysis
861813 - creating "Controllable Action Items" in the SDS Schedule, i.e., the
861814 - integration of time and information.  Marcus cited again the meeting
861815 - on 961015, which he feels is different from standard practice, but was
861816 - effective helping the contractor and the government understand work
861817 - requirements. ref SDS 29 1278  This aligns with USACE counsel, Jim
861818 - Stout's assessment a few days ago on 961015, when he supported the
861819 - contracting officer's decision to use SDS. ref SDS 30 2W7H
861820 -
861821 -     [On 961024 Marcus discussed Com Metrics with Monti in relation to
861822 -     conventional practices for keeping records on meetings.
861823 -     ref SDS 37 AN6O
861825 -  ..
861826 - Such "understanding" comprises the alignment of what is said during a
861827 - meeting, with prior actions and commitments.  Commitments include
861828 - contracts, documents, meetings, discussions, phone calls, email, so
861829 - that all information is tied together into a web of knowledge, as
861830 - discussed with Max and Tom Keesling over the past 8 months, beginning
861831 - on 960105. ref SDS 14 8659.
861832 -
861833 -     [On 961024 Monti Jaggers was concerned that notes covered matters
861834 -     in separate "meetings." ref SDS 37 7740, and explanation of notes
861835 -     as being "clear, concise and complete. ref SDS 37 5650
861837 -      ..
861838 -     [On 961105 Tom White reported that Communication Metrics works
861839 -     better than conventional management methods. ref SDS 38 1220
861841 -      ..
861842 -     [On 961115 Tom White wants traditional meeting "minutes" so that
861843 -     the Contractor does not become "angry," but rather "feels good"
861844 -     about working with COE. ref SDS 39 1678
861845 -
861846 -
861848 -  ..
861849 - Mad Anger Frustration Occur Under Notice and Under Failure
861850 - Inconsequential Details Grow into Problems Under Feel Good Management
861851 - Notice Makes People Mad and Empowers People to Avoid Disaster
861852 -
861853 - Glen observed that people have different interpretations of what was
861854 - said.  The Welch record of organizational memory in SDS is just one
861855 - person's interpretation of analysis and alignment.  Glen said people
861856 - get mad because they recall things differently, (noted also above,
861857 - ref SDS 0 2863), which aligns with experience on 940327 reported by
861858 - Morris Jones at Chips and Technologies, ref SDS 10 J47F, and cited
861859 - earlier by Wayne Wetzel at DNRC on 920128. ref SDS 5 3862
861860 -
861861 -     NWO explains that anger flows from delaying action when people
861862 -     have to stop and check the record, and it assails self-confidence
861863 -     about the strength of memory which is recognized as an essential
861864 -     tool of human survival. ref OF 2 2670
861866 -  ..
861867 - Glen noted that distributing the SDS record to build and maintain
861868 - shared meaning will encourage the contractor to claim the Corps
861869 - misrepresented communication. (per suggestion above to tape record
861870 - meetings. ref SDS 0 6621)
861872 -       ..
861873 -      [On 970107 contractor commended Com Metrics practices for saving
861874 -      time and money. ref SDS 45 4953
861876 -  ..
861877 - Analysis, alignment, summary and feedback was discussed with Max
861878 - Blodgett on 960920. ref SDS 17 9530
861880 -  ..
861881 - Analysis of communication on the Broadwater Dam project, reported on
861882 - 920119, showed that because people draw different understandings, as
861883 - Glen points out today, Communication Metrics is essential to discover
861884 - those differences early, and work on creating a common story, because
861885 - over time people only remember fragments and impressions, and very few
861886 - actually prepare a record of organizational memory. ref SDS 4 1652,
861887 - reflecting the earlier discussion on 881007. ref SDS 1 KZ5J
861889 -  ..
861890 - Notice is the only mechanism for timely discovery of differences in
861891 - understanding from daily communication that affects objectives,
861892 - requirements and commitments.
861894 -  ..
861895 - Feedback to refine accuracy of understandings and discover what people
861896 - draw from communication, so that timely, proactive efforts can be
861897 - taken to enable complementary action, rather than allow conflicts to
861898 - occur that waste time and money, are essential to realize objectives.
861900 -      ..
861901 -     Merely because people get mad is not grounds to avoid timely
861902 -     notice through feedback loops when communication does not align
861903 -     with requirements and commitments, since people get mad anyway,
861904 -     noted by Wayne Wetzel at DNRC on 920128, when things don't get
861905 -     done, allowing small problems to cascade into a critical mass of
861906 -     loss, crisis, conflict and calamity. ref SDS 5 RB7I  It just
861907 -     happens later when it is to too late to do anything to avoid
861908 -     damages; e.g. compare on 950705, ref SDS 12 2955 and on 960721,
861909 -     ref SDS 15 0896
861910 -
861911 -        [On 981223 Tom Keesling reported to HQ USACE common scenarios
861912 -        where people get mad when mistakes occur because nobody can
861913 -        remember incorrectly, ref DRP 2 MT6N, as related in the record
861914 -        on 981223. ref SDS 56 HS8J
861916 -         ..
861917 -        [On 010911 national security failed causing death of thousands
861918 -        and $billions of dollars in damage when analysis and timely
861919 -        notice failed. ref SDS 60 YNGH
861921 -         ..
861922 -        [On 020204 economy, jobs and profits fall because too many
861923 -        people having too many problems that reached critical mass
861924 -        covering up mistakes and bumbling. ref SDS 62 0001
861926 -         ..
861927 -        [On 020217 DOD program manager explains people point their
861928 -        finger in blame because nobody can remember the record, SDS
861929 -        fixes this problem. ref SDS 63 9360
861931 -      ..
861932 -     Another example is the record on 921127 reporting inconsequential
861933 -     details that everybody wants to ignore, later turn out to cause
861934 -     huge problems. ref SDS 7 0674
861936 -      ..
861937 -     Classic example of people getting mad about being notified of
861938 -     danger that does not seem apparent at the time, because everybody
861939 -     is focused on the near term and Com Metrics is looking ahead is
861940 -     the meeting at DNRC on 920128 discussing the Lookout in the Crows
861941 -     Nest on a ship. ref SDS 6 1199
861942 -
861943 -        [On 961105 Project Team discovered Communication Metrics works.
861944 -        ref SDS 38 1220]
861946 -         ..
861947 -        [On 970107 contractor who opposed Com Metrics reports this
861948 -        method works better than other methods for saving time and
861949 -        money. ref SDS 45 4953
861951 -         ..
861952 -        [On 970110 USACE team depending on Com Metrics to provide
861953 -        useful intelligence for saving time and money. ref SDS 46 2487
861955 -         ..
861956 -        [On 980307 Andy Grove's book "Only the Paranoid Survive" seems
861957 -        to use "constructive confrontation" to relieve the stress Glenn
861958 -        cites, but Grove affirms the need for feedback metrics,
861959 -        ref SDS 53 0261, and copious notes, even though these practices
861960 -        are not "fun." ref SDS 54 3101]
861962 -         ..
861963 -        [On 980405 fear about accountability that resists feedback
861964 -        metrics was raised again. ref SDS 55 5065]
861966 -         ..
861967 -        [On 010411 engineer wants realtime access to edit the record.
861968 -        ref SDS 59 237O
861970 -  ..
861971 - We reviewed the meeting with Max on 961011 where the need to obtain
861972 - feedback was discussed, in order to draw out inevitable differences
861973 - with people at an early stage, so that conflicts can be worked in a
861974 - timely and orderly manner, ref SDS 25 4907.
861975 -
861976 -     [On 971229 reviewed management training film on need for feedback
861977 -     metrics of communication. ref SDS 52 2914
861978 -
861980 -  ..
861981 - Since everyone's interpretation is different, the Corps of Engineers
861982 - has a legal responsibility for managing the work by preparing
861983 - understandings that build a common interpretation so that everybody
861984 - can work together.  This reflects the idea that the purpose of
861985 - communicating is to enable complementary action, from the record on
861986 - 950327 defining Communication Metrics. ref SDS 11 8492  We discussed
861987 - the meeting on 961015 with the Contracting Officer, Tom Benero, and
861988 - COE legal counsel, Jim Stout, on Tuesday, where Jim seemed to observed
861989 - that Communication Metrics methodology can be helpful to COE,
861990 - ref SDS 30 3395.
861991 -
861993 -  ..
861994 - Marcus said this method of "metrics" to obtain timely feedback is
861995 - helpful.  He will advise Tom Benero and Max of his opinion that the
861996 - Welch method is valuable to COE, per Cal Tech seminar publication on
861997 - Project Management practices calling for "feedback" to verify accuracy
861998 - of communications, ref SDS 9 4400.
862000 -  ..
862001 - The Contractor has been notified to provide feedback on meeting notes
862002 - to ensure an accurate record, ref SDS 28 1217, and COE District
862003 - counsel Jim Stout has approved this procedure. ref SDS 30 3395
862004 -
862005 -     [On 961115 discussion with Tom White on using traditional meeting
862006 -     "minutes" so that the Contractor does not become "angry," but
862007 -     rather "feels good" about working with COE. ref SDS 39 1678
862009 -      ..
862010 -     [On 961024 Monti Jaggers was concerned that notes covered matters
862011 -     in separate "meetings." ref SDS 37 7740
862013 -      ..
862014 -     [See follow up discussion with Max ref SDS 34 8551, and Tom
862015 -     Benero, ref SDS 34 0800, Jim Stout the next day at ref SDS 35
862016 -     4882
862018 -      ..
862019 -     [Intel uses "constructive confrontation" to make meetings
862020 -     productive. ref SDS 48 1111
862021 -
862023 -  ..
862024 - Leonard Indicates Tom White Should Submit Meeting Notes
862025 -
862026 - I asked about Leonard submitting the notes for the Progress Meeting on
862027 - 961015.  He will try to have edits at the District office tomorrow,
862028 - from the draft I submitted yesterday, on 961016. ref SDS 32 0001
862030 -  ..
862031 - Leonard indicated Tom White can distribute the meeting notes on
862032 - Monday, when he returns from vacation.
862033 -
862034 -     [On 961020 followed up. ref SDS 36 0001
862035 -
862036 -
862037 -
862038 -
862039 -
862040 -
862041 -
862042 -
862043 -
862044 -
8621 -