DOCtIMENT RESUME - ERICDOCtIMENT RESUME 009 345 Ricketson, D Schley; And, Others Implementation of...

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INSTITUTION

SPONS AGENCY

REPORT NOPUB DATENOTE

DOCtIMENT RESUME

009 345

Ricketson, D Schley; And, OthersImplementation of Systems 2ngineering Concepts inArmy Training.Human Resources Research Organization, Alexandria,Va.Office of the Chief of Research and Development(Army), Washington, D C.PP-11-71Jun 7115p.; Paper presented at the Institute of Electricaland Electronics Engineers Symposium on Man-MachineSystems (Winter Park, Florida, November 1970)

EDRS PRTCE MP-$0.65 HC-$3.29DESCRIPTORS *Curriculum Design; *Job Analysis; *Military

Training; *Systems Approach; Training Techniques

ABSTRACTA review of systems engineering concepts as applied

to training programs at Army training schools was conducted. It wasconcluded that through systems engineering, the programs are beingreoriented toward actual job requirements, reducing the°nice-to-know° and focusing on the °need-to-know.° Since the programsare being constructed by personnel relatively unskilled in systemsengineering and training program design, appropriate training methodsare recommended. An Army-developed systems engineering guide wasreviewed and reduced to outline form, and a graphic isplay ofproducts of information and sub-products, or elements of worke wasprepared. (Author)

ProfessionalPaper11-71

U,S. DEPARTMENT OF HEALTH,EDUCATION & WELFAREOFFICE OF EDUCATION

THIS DOCUMENT HAS BEEN REPRO-DUCED EXACTLY AS RECEIVED FROMTHE PERSON OR ORGANIZATION ORIG-INATING IT. POINTS OF VIEW OR OPIN-IONS STATED DO NOT NECESSARILYREPRESENT OFFICIAL OFFICE OF EDU-CATION POSITION OR POLICY

implementa ion ofSystems Engineering Conceptsin Army Training

D. Schley Ricketson, Robert H. Wright, and Russel E. Schulz

HUMAN RESOURCES RESEARCH ORGANIZATION300 North Washington Street Alexandria, Virginia 22314

Prese'sitation atInFUtute of Electrical and Electronics Engineers

Symposium on Man-Machine SystemsWinter Park, Florida Noyember 1970

Prepared for

Office, of, the ,Chief of Research and DevelopmentDepartment of the 'ArmWashington'ir D.C. 6310,

The Human Resources Research Organization HumRRO) is ano_ 3rofit corporation estabhshed in 1969 Lo conduct research in the fieldof __mining and education. It is a continuation of The George WashingtonUniversity Human Resources Research Office. HumRRO's general purposeis to improve human performance, particularly in organizational settings,through behavioral and sociai science research, development, andconsultation. HumRRO's mission in work performed under contract vfiththe Department of the Army is to conduct research in the fields oftraining, motivation and leadership.

The contents of this paper are not to be construed asan official Department of the Army position, unless sodesignated by other authorized documents.

vomb.

byCiOeiiiiiESEA1461,46AdA:ajnótânstrett

ndriae 2231

. Report No.

Professional Paper 11-71

2 Government Accession No. 3. Recipien Catal No.

4. Title and Subtitle 5. Report Date

Implementation of Systems Engineering Concepts in June 1971

Army Training 6. Performing Organization Code

7 Author(s) _. Performing Organization Report No.

D. Schley Ricketson, Robert H. Wright, and

Russel E. SchulzPP 11-71

9. Performing Organization Name ond Address 10 Work _nit No.

Human Resources Research Organization (HumRRO)

300 North Washington Street 1 f . Contract or Grant No.

Alexandria, Virginia 22314 DAHC 19-70-C-0012

13. Type of Report and Period Covered

2. Sponsoring Agency Name and Address

Office, Chief of Research and DevelopmentDepartment of the ArmyWashington, D.C. 20310 14. Sponsoring Agency Code

. Supplementary NotesHUMRRO Division No. Aviation), Fort Rucker, Alabama; paper

presented at the Eleventh Institute of Electrical and Electronics Engineers

Symposium on Man-Machine Systems, November 1970, in Winter Park, Florida.

16. Abstract

This paper is an account of a HumRRO review of systems engineering concepts as

applied to training programs at an Army training school. It was concluded that

through systems engineering, the programs are being reoriented toward actual

job requirements, reducing the "nice-to-know" and focusing on the "need-to-kn- "

Since the programs are being constructed by personnel relatively unskilled in

systems engineering and training program design, appropriate training methods

are being recommended. An AI my -developed systems engineering guide (CONARC

Regulation 350-100-1, Systems Engineering of Training) was reviewed and reduced

to outline form, and a graphic display of products of information and sub-

products, or elements of work, was prepared.

17 Key Words 18 . DistributIon Statement

Army TrainingCurriculum Design Approv,,,d for public release;

Job Analysis distribution unlimited.

Job RequirementsSystems Engineering

9 Security Clossif. (of this report) 20. Security clossif. (of this page) 21. No. of Paget 22. PrICO

Unclassified Unclassified 13i

Prefatory Note

The research reported in this paper wasperformed by the Human Resources ResearchOrganization, Division No. 6 (Aviation), FortRucker, AlabamP, as a technical advisoryservice. The paper was presented by Dr.Wright at the Eleventh Institute of Electricaland Electronics Engineers (IEEE, Symposiumon Man-Machine Systems, November 1970, inWinter Park, Florida.

IMPLEMENTATION OF SYSTEMS ENGINEERINGCONCEPTS IN ARMY TRAINING

D. Schley Ricketson, Robert H. Wright, uiRussel E. Schulz

In the past, Army training programs have been developed by experienced job holdersusing methods that wqre largely intuitive. Over time, the programs were modified bytraining or administrative personnel when changes seemed desirable. Therefore, the con-tent of training programs has consisted of information the developers logically thoughttrainees should have. As an example, experimental studies suggest that excessive amountsof time are often devoted to instructing maintenance trainees in the theories of powerplant operation, electricity, and hydraulics. On the other hand, little systematic effortwas devoted to determining the potential contribution of each training point to practicalperformance of the job in the field.

In February 1968, a large scale effort was initiated in the Army to systems engineerall training programs within a five-year period. The purpose is to design courses ofinstruction to focus on those skill; and knowledges essential for adequate performance ofjobs at the entry level. The approach is to have experienced Army job holders system-atically design training programs against actual job requirements by using the followingprocesses in sequence:

(1) Job analysis(2) Selection of tasks for school training(3) Training analysic(4) Development of training matelials(5) Development of testing mateliais

(and, following the administration of training)(6) Quality control and feedback

Based on an analysis of actual job requirem nts, such a systematic design of trainingprograms can be expected to eliminate most of the "nice-to-know" content that charac-terizes some portions of today's training. It should also better orient training programs tothose essential "need-to-know" skills and knowledges required to perform jobs at thefield entry level.

Army job holders in this program are nct highly experienced or knowledgeable insystems engineering methods, training program design, or state-of-the-art training tech-nology. However, they axe given an orientation to systems engineering and are providedan Army-developed systems engineering guide (CONARC Regulation 350-100-1, SystemsEngineering of TrainingCourse Design). Education specialists at each participating train-ing school are assigned to provide assistance and technical supervision to working levelpersonnel.

Approximately one year after its inception, a review of the systkins engineeringprogram was undertaken at one of the Army training schools by members of theHumRRO staff. The goals of that review effort were to examine the implementation ofthe program and to provide suggestions for changes that might improve its effectiveness.In this paper we will present the findings of that review and their implications for the useof systems engineering concepts in large scale iIning programs.

METHOD

A sequential analysis approach was used in the review. This approach includedinterviews with systems engineering personnel about the program's operation and ananalytical follow-up of the leads derived from these interviews. The follow-up consistedof detailed analyses of the Army's systems engii lering guide to determine what deficien-cies existed from the user's point of view. It was also hoped that the analyses would leadto suggestions for improvements that might reduce or eliminate problems the users had inimplementing the systems engineering concept.

Interviews with administrative-level personnel were conducted to obtain informationconcerning the program's organization, administrative policies, and procedures of imple-mentation. Working-level personnel were then interviewed regarding day-to-day mechanicsof the program.

The interviews showed that severai features of the systems engineering guide appearto be sources of difficulty in its implementation. Analyses were then undertaken todetermine how the guide, or manual, could best be changed to improve implementationof the program with the type of personnel available.

Initial review indicated that a number of the steps necessary for systems engmeeringwere obscured in the text of the manual. In order to gain a more precise view of thetraining systems engineering process, it was found necessary to reduce the manual tooutline form with emphasis on identifying each step required. The two types of stepsidentified were classified as products and subproducts. Products were defined as majorunits of documented information, and subproducts as elements of work resulting indocumented information required to complete a product_

The products and subproducts were then arranged in a block flow diagram (Figure1). Subproducts (light outlined boxes) flow from left to right, ending with the completedproduct. Products (dark outlined boxes) flow from top to bottom. This graphic outlineprovides an overview that was not available in the manual, of the extensive amount ofdocumentation required for systems engineering of training. Instead of the six apparentlyuncomplicated processes mentioned, there are, in fact, a total of 100 items produced-19major products that comprise 81 subproducts.

One of the most frequent comments voiced during the interviews concerned thedifficulty experienced in trying to produce units of work in a form that would allow theinformation contained to be used satisfactorily in the completion of downstream work.In several instances, large units of work had to be completely redocumented because theinformation was in a form that could not be used.

In order to clarify the relationships between units of work in the systems engineer-mg process, the r.,:quired links of information between the products and subproductsshown in Figure 1 were determined. These links were then divided into inputs andoutputs. As used here, an ihput consists of information from other products andsubproducts that is required to complete a given product or subproduct. An output isinformation contained in a product or subproduct that is required to complete otherproducts or subproducts.

The inputs and outputs for some of the products and subproducts in the trainingsystems engineering process axe shown in Figare 2. For the user, there is a clearadvantage in knowing what inputs and outputs are required for a given product orsubproduct. He knows what products mid subproducts contain the information needed tocomplete the product or subproduct being worked on. The user should also have a goodidea about the form in which he must complete the product or subproduct because hecan identify the requirements that downstream products and subproducts impose on thisinformation. He can then prepare the information so its form is in accord with down-stream requirements.

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Part of the Input/Output Outline Form Analysis

Product and Subproduct Inputs Outputs

H 1. File Number, Course ID, A 1. Job Titleand Date (p 31)

H 2. Training Action Element G 3. Tasks and Subtasks

for Each Task and Recorded on JTDCsSubtask (p 32)

H 3. Training Condition Ele ent G 5. Standardized Jobfor Each Task and Conditions for Tasks

Subtask (p 32) and Subtasks

H 4. Training Standard Elementfor Each Task andSubtask (p 32)

H 5. Training Action Elementfor Each Skill andKnowledge (p 30 & 32)

A 6. Major Job RequirementG 6. Job Standards: Published,

Derived or Implied

G 9 Skills and KnowledgesRequiring SchoolTraining

Not Identified

H 11. Training Criterion forEach Training Objective

I 1. Clustered TAISsG 2. Job Conditions and Stand-

ards for Each TrainingObjective Altered forTesting Purposes

la 2. Job Conditions and Stand-ards for Each TrainingObjective Altered forTesting Purposes

I 1. Clustered TAISs

H 6. Training Condition Element 6 10. Attitudes, Job Conditions la 2. Job Conditions and Stand-for Each Skill and Knowl- and Standards for Skillsedge (p 30 & 32, implied) and Knowledges Requiring

School Training

ards for Each TrainingObjective Altered forTesti ng Pu rposes

H 7. Training Standard Element C 10. Attitudes, Job Conditions a 2. Job Conditions and Stand-

for Each Skill and Knowl- and Standards for Skills ards for Each Training

edge (p 34) and Knowledges Requiring Objective Altered forSchooi Training Testing Purposes

G 12. Attitudes Requiring School Ii. Clustered TAISsTraining

H 8. Trzining Action Ellmentfor Each Attitude(p 34, Implied)

H 9. Training Condition Elementfor Each Attitude (p 34,Implied)

H 10. Training Standard Ele-ment for Each Attitude(p 34, implied)

A 6. Major Job Requirements a 2. Job Conditions and Stand-A 7. Work Environment ards for Each TrainingA 8. Supervision and Assistance Objective Altered for

Available Testing Purposes

A 9. Equipment ListingA 10. Information Sources

A 10, Information Sources

4

H 11. Training Criterion for EachTraining Objective

a 2. Job Conditions and Stand-ards for Each TrainingObjective Altered forTesting Purposes

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)

A 1

. Job

Titl

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! 9)

A 2

. MO

S J

ob S

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I(p

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3. D

uty

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ition

(p

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4. U

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Ass

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A 5

. Rel

ated

Uni

ts, O

rgan

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ions

.&

MO

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o 9)

A 6

. Maj

or J

ob R

equi

rem

ents

(p

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7. W

ork

Env

ironm

ent (

p 9)

A 8

. Sup

ervi

sion

& A

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tanc

eA

vaila

ble

(p 1

0)A

9. E

quip

men

t Lis

ting

(p 1

0)A

10. I

nfor

mat

ion

Sou

rces

(p

10)

ri;Lc

;tc

;iN

;rx

io

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t et l

et e

t

Dire

ctio

ns fo

r S

corin

g (p

68)

Tes

t Val

idat

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(p 8

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est i

nstr

umen

ts (

p 64

)pe

rcen

t of S

tude

nts

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ngM

inim

um S

tand

ards

(p

73)

Ana

lysi

s of

Per

form

ance

Err

ors

(p 7

4)A

vera

ge S

tude

nt P

erfo

rman

ce (

p 74

)S

4. I

nter

pret

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ntD

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ies

(p 7

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5. I

nter

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Stu

dent

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form

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(p

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. Tes

t Res

ults

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ort (

p 76

)S

7. M

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Tra

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ol (

p 70

)

Fig

ure

3

Analysis of Content Factors

CONARC REG 350-100-1CONTENT

EVA LUATI ONFACTO RS

PRODUCTS/SU BP R OD UCTS

Job Analysis: Identifi-catiori of the Job (p 8)

A 1. Job Title (p 9)

A 2. MOS Job Structure (p 9)

A 3. Duty Position (p

A 4. Units and Organizations

Assigned (13 9)

A 5. Related Units, Organizationsand MOS (P 9)

6. Major Job Requirements (p 9)

A 7. Work Environment (p 9)

A 8. Supervision and AssistanceAvailable (p

A 9. Equipment Listing (p 10)

A10. Information Sources (p 11:1)

B. Job Analysis: Task Inventory/Outline Form (p 15)

B 1. List of Major Duty Areas (13 15)

B 2. Statements of Tasks Per-formed fo 15)

C. Job Analysis: Task Inventory/Matrix Form (P 16)

C 1. List of Tangible Objects (p 16)

C 2. List of Action Verbs (P 17)

C 3. Action-Object Relationshipsand Qualifiers Needed (p 19)

Completed Matrix Form TaskInventory (13 20)

13 1. Subtasks Purged From MatrixForm Task Inventory (13 20)

E. Tasks Identified for SchoolTraining (p 21)

F. Tasks for OJT, ExtensionCourses, & Other Means (p 23)

aProv Provided.

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

No

a0.

'aM

0..03

<

0

0

043=

00.

C.04.

044.0=

443. =

Clarify Need More F eld Field Tasks

Yes Yes None Yes Specify None None

Yes Yes None No Need More None None

Yes Yes None Yes Suf ficient -None None

Yes Yes None No Sufficient None None

Yes Yes None No Need More Field Field Tasks

No No No No Need More Field Field Tasks

Yes Yes No No Need More Field Field Tasks

No Yes No No Specify Field None

Yes Yes No No Sufficient Field Field Tasks

Yes Yes No Yes Need More Field Field Tasks

No No No More Specify Field Field TasksRange

No No No Yes Specify Field Field Tasks

No No No Yes Specify Field Field Tasks

Yes No More Sufficient Field Field TasksRange



Yes No More Specify Field Field TasksRange

No Yes No More No Field Field TasksRange

No Yes No None No Field Field TasksProva

No Yes No None

Prov

No Field, Platform& Flight lnstn.

Field Tasks,MOI

No Yes No None No Field, Platform Field Tasks.Prov & Flight Instn. MOI

Figure 4

6

To provide the user with a global view of these information requirements, the inputsand outputs of each product and suLproduct were arranged M matrix form. Figure 3shows a sectioned part of this matrix with inputs on the vertical axis and outputs on thehorizontal axis. Inputs required by a product/subproduct are locatid by tracing down toeach dot and then left to the product/subproduct containing the information. Products/subproducts requiring outnuts are located by tracing right to each dot and then upwardto the product/subprodu-t needing the information. This matrix enables the user todetermine at a glance all the information requirements of a product or subproduct.

Next, an attempt was made to compare the manual's content against the factorsconsidered as major sources of difficulty to the user in implementing it. Eight factors,identified in the interviews and previous analyses, were used to evaluate each product andsubproduct as treated in the manual. A portion of the evaluation is shown in Figure 4.Products and subproducts are listed on the left and the evaluation factors across the top.Each of these factors is considered important to the satisfactory completion of productsand subproducts by users who are relatively unskilled in training technology or programdesign. This analysis codified results of the interviews and previous analyses. It provides asummary of those aspects of the manuO that require improvement.

FINDINGS FROM THE HumRRO REVIEW

Program

(1) The content of training programs is being changed and improved through systems

engineering. The programs are being reoriented toward actual job requirements, reducing

the "nice-to-know" and focusing on the "need-to-know."(2) The programs are being constmcted by personnel relatively unskilled in systems

engineering and training program design. Consequently, the training methods being

recommended tend to be the methods with which the working level personnel themselves

were trained. Also, current advancements in training technology appear to be onlyminimally reflected in the systems-engineered programs.

Personnel

(1) The Army job holders charged with implementing the program are not highly

experienced M systems engineering methods, training program design, or state-of-the-art

training technology.(2) They do receive an orientation to systems engineering and axe provided program

guidance by an education specialist. However, a break-in period ranging from weeks tomonths is necessary before a new worker can contribute effectively to the systemsengineering effort.

(3) The manual cites no personnel experience or skills and knowledges required tosatisfactorily complete each product and subproduct in the process, although manyproducts and subproducts require different types and levels of expertise. There is also nosingle handbook or set of references on current training technology that is practic0 foruse by Army job holder personnel who perform systems engineering.

(4) There are not, nor are there likely to be, sufficient numbers of well-qualified

specialists to make the training technology decisions required. Therefon, the use ofcurrent training technology in systems-engineered training programs may be expected tobe less than is desirable. Until a practical handbook of training technology can bedeveloped, a detailed orientation to systems engineering and as much daily guidance aspossible should be provided by trainin t chnology experts.

7

Manual: Procedural Guidance

(1) Procedural guidance provided in the manual is basically oriented to experiencedtraining personnel. The six apparently uncomplicated systems engineering processesaround which the manual is organized axe global concepts. Army users are not given afull understanding of what each concept is and how it should be implemented.

(2) The terminology, examples, and reference material provided in the manual arenot adequate for full understanding and practical application by working level personnel.

(3) To experienced training researchers, the manual seems satisfactory on firstreading. However, with subsequent readings it becomes more apparent that the typicaluser will have difficulty in implementing training systems engineering from the standpointof what he is supposed to do and just exae,"- how he is supposed to do it.

Manual: Units of Work

(1) Many of the smaller units a work required for the training systems engineeringprogram are obscured in the manual. Some of these products and subproducts are notclearly identified as required steps. They are buried in the manual's text or are presentedat an outline level that is the same as items that are not products or subproducts. As aconsequence, uncertainty exists as to exactly what should be done with them.

(2) Not all necessary steps are specifically identified, and no overview of the processis available. Analysis of the manual resulted in the identification of the units of workrequired. A surprisingly large amount of documentation, 19 major products and 81subproducts, was identified in the analysis, showing the systems engineering of trainingprocess to be much more complex and demanding than might be anticipated from initialreview of the manual.

Manual: Information Requirements

(1) During the interviews it was frequently commented that units of work had to becompletely revised because they did not meet downstream requirements. It appeared thatlarge amounts of time and effort were being wasted bEcause the interdependenciesbetween upstream and downstream work were not fully recognized.

(2) Since a full understanding of information requirements appears essential tosatisfactory completion, of many products and subproducts, these requirements wereidentified for each product and subproduct. A large and complex flow of input/outputinformation between products and subproducts was shown in the matrix analyses (Figures2 and 3).

Manual; Content Factors

(1) Eight factors were developed from results of the interviews and analyses as beingresponsible for the major difficulties encountered in implementing the systems engineeringof training program.

(2) Each product and subproduct required by the manual was evaluated against eachof the eight content factors as to whether it could be satisfactorily completed bypersonnel relatively unskilled in systems engineering methods or training technology. Theanalysis showed that the manual was defident in one or more of the eight factors for allproducts and subproducts.

CONCLUSIONS

The progress made in the Army's systems engineering of training program representsa promising start toward the development of optimized training programs. Much of the

12

"nice-to-know" information commonly found in training programs is being omitted infavor of that which the trainee 'needs-to-know." The identification of current on-the-jobrequirements and subsequent realignment of training programs with them will represent amajor achievement when obtained on an Army-wide basis. The program has madeprogress with respect to the training technology introduced, and several avenues exist forfuture improvements.

The type of personnel available for systems engineering training programs shouldreceive major consideration in the approach to and administtntion of a program. Themanual adopted by the Army was oriented toward the training specialist rather than thejob specialist. The necessity to rely primuily on job specialists to perform systemsengineering with this manual was a major source of complications. The job specialist wasfound to require very detailed procedural guidance if a training specialist was notavailable on an almost continual basis.

A great deal of expbrience should be represented on any team that is systemsengineering a training program. Experience on the job, in platform and practical exerciseinstruction, in training administration, in systems engineering, and in training technulogyshould all be represented or at least available. However, unless large numbers of trainingexperts suddenly become cvailable, teams of relatively unskilled Army personnel mustperform systems engineering. They must be provided manuals, job aids, and handbooksthat will promote the maximum practical implementation a systems engineering conceptsand current developments in training technology.

It is not enough simply to change the content a a training program. Systemsengineering should also result in training methods that have been reviewed and improved,based on the latest developments in training technology. Unfortunately, training designhandbooks now in use are neither abreast of cuirent developments nor designed Mr useby persons other than training experts. At present, one of the clearest needs of Armytraining schools is a training technology handbook written so that it can be understoodand applied by Army personnel.

Regarding the systems engineering manual, the primary problem experienced byArmy users was that they did not know just what to do or specifically how to go aboutdoing it. In order for the manual to provide clearer and more specific guidance for itsAxmy users, information obtained from the interviews and analyses was used to develop asuggested new outline format (Figure 5).

Figure 6 presents an explanation of each item in this new format. The products andsubproducts in each section of the manual should be clearly identified as an essential stepin the systems engineering process. In each section, the objective, general procedure, andscope should be identified and carefully explained to show the user what work is to bedone, why it is done, and the context in which it is to be done. Under each subproduct,all information required to satisfactorily complete that subproduct should be systemat-ically documented. Items 4.a.i througll 4.a.9 were developed from the content factoranalysis (Figure 4) to provide this information in a form that would be meaningful foradministrative and working level personnel. For instance, the analysis showed that themzumal specified no personnel experience or skills and knowledges required for theoptimal completion of any product or subproduct. Item 4.a.2 seeks to correct this

omission by requifing the manual to identify and explain the reasons for any specialexperience or skills and knowledges needed by the user to successfully complete thesubproduct.

This new outline Mr the manual provides a standardized format for each section,product, and subproduct with clearly identified requirements for their completion. It alsospecificEdly points out the essential information required by relatively unskilled workinglevel personnel to complete the systems engineering process. Finally, this format is

9

responsive to the most common suggestion made in the interviews: that the systemsengliieering manual should itself be sy'stems engineered.

Initial feedback received from systems engineering personnel Mdicates that theinformation presented in the flow diagrams, matrices, and outlines of this review shouldbe of immediate assistance to personnel performing systems engineering and of long-termaid to those preparing revisions to the manual. The general procedures developed, whileintended for military training, are equally applicable in other training contexts.

Suggested Outline of a New Format for the Systems Enginee-ing Manual

I. SECTION NAME

1 Objective of section2. General procedure3. Scope of section4. Product A. Name of first product in section

4.a Subproduct A 1. Name of firyt subproduct in section4.a.1 Definition of terms4.a2 Experience or expertise required4.a.3 Required inputs4.a.4 Procedure4 Required outputs4.6 Subproduct performance s andard4.a.7 Examples4.3.8 References4.a.9 Review, approval, or validation

4.b Subproduct B 1. Name of second subproduct in section

4.n Subproduct A n. Name of last subproduct in section5. Product B. Name of second product in section

n. Product n. Name of last product in section

Figure 5

10

Explanation of New Format _ms for the Systems En_ ineering Manual

I. SECTION NAME

1. Objective of section. The objective of this sectior should clearly state not only the definition of

the section, but also reasons for the section and the specific use for information from the section.

It

2. General procedure. The general procedural steps (products) required to complete the section

should be identified, defined, and their interrelationships explained. The dependency of each product

on the other should be clearly evident.

3. Scope of section. The scope should describe any boundaries or limitations on the procedures for

completion and intent of the section. The user should be clearly aware of exactly how the products

and subproducts are to be utilized in the systems engineering process.

4. Product A. Name of each product in section. Each product should be fully and specificaliy

defined along with statements of general procedural guidelines, any particular user expertise or skills

and knowledges required, the use for which the product's information is intended and any suggested

review, validation, or approval of the product.

4.a Subproduct A 1. Name of each subproduct in section. Each subproduct required to complete

the product should be clearly identified and explained.

4.a.1 Definition of terms. All terms employed that are not considered part of the user's

repertoire should be listed and defined in a manner that is meaningful to the user and practical for

completion of the subproduct.

4.a.2 Experience or expertise required. Identify and explain the reasons for any special

experience or skills and knowledges required of the user to successfully complete the subproduct.

4.a.3 Required inputs. List each product/subproduct containing information required by

the user to optimally complete this subproduct. With the listing of each product/subproduct, those items

of information specifically required as inputs should be indicated.

4.a.4 Procedure. In a step-by-step manner, list the detailed procedures required to complete

the subproduct. Such specific step-by-step guidance is essential to obtaining subproducts that are

standardized across different types of jobs.

4.a.5 Required outputs. Each piece of output information should be listed, and can be

easily determined in most cases by examination of other products/subproducts requiring inputs from

this subproduct.

4.a.6 Subproduct performance standard. The basic standard of performance required in

producing each subproduct is to comply fully with the information requirements in subsequent use or

application of the outputs. To assure this, the content, scope, quality, nature, and level of detail

required in subsequent uses or application of each output item need to be determined and clearly defined.

4.a.7 Examples. Examples should be provided that clearly illustrate the completed sub-

product and/or any specific procedural step. These examples should be easily applicable to a wide

range of jobs and tasks.

4.a.$ References. Cite both generally and specifically relevant reference materials from the

bibliography that -id completion of the subproduct or any of its procedural steps. These citations

should include reference to specific chapters, sections, pages, or paragraphs.

4.a.9 Review, approval, or validation. Define, give the reasons for, and provide procedures

for any suggested review, approval, or v lidation of completed subproduct steps, the draft subproduct,

or the completed subproduct. 1Figure 6

11

Mem F1

1B

Mem 1BOctober 13

Phone call from an Intermediate Re-searcher to Head, FRLL

"I understand there is going to be musicpiped into the library. I refuse to workthere with music. I hope you are goingto keep it out. I know a lot of otherswho feel the same way I do."

Would you say ...

(Choose one response)

58

"Sorry, I can't doanything about it.Our latest word isthat there will be noexceptions."

G1

"I'll try again tokeep the library outof the system."

Prob3

H1

"Gather yourfriends and go pro-test to AGS."

Prob3

"Thanks for the Probcall. I appreciate 3

your interest." Donothing.

53

j 1

Say something else;take other action(Type what youwould say or theaction you wouldtake)

Prob3

MemIC

Mem1C

October 13

Phone call from Head, Administrationand General Services

"I understand that you are refusing tocooperate with our piped music pro-gram. I can assure you that Dr. jassel,our industrial psychologist, has sufficientdata to support his position that tapedmusic will improve concentration andefficiency. I must warn you that thesystem is being installed on a spec.:a: castbasis which does not permit exceptions.Any extra costs caused by exceptionswill, therefore, be deducted from thebudget of the department concerned."

Would you say ...


59.00

K1

"I would like to seethe researcn onwhich Dr. jassel is

\.basing his recommendations."

Prob

LI

"If you ->tIt thatmusic in the library,I'll hand in my resig-nation."

/ M1

Prob3

"OK, you win, butI'm still not con-vinced."

Prob3

N1

"I'm going to thePresident of thecompany about thisif I have to."

Prob3

54

Say something else;take other action

(Type what youwould say or theaction you wouldtake)

Prob3

Mem1D

1711415X.r.,717,7'7

Decide to cooperabsince the vote wasso close.

Prob3

Mem1DSurvey Results

Do you approve of having piped music inthe library?

Yes 96No 97Don't care 24No answer 15

Would you ...


Decide to protestthe installation sinceobviously the re-searchers don't wantthe music.

R1

Reword the ques- Probtionnaire to try to 3

get a more conclu-sive vote

S1

Call a library staffmeeting and lettheir votes decideyour course of ac-tion

Prob3

Take other action

(Type the actionyou would take)

55

Mem1E

Meml E

Memo

October 12

To: Pat BrownFrom: Head, Administration and

General Services

Dr. Jassel, our industrial psychologist,would like to use the library for- a 6months pilot study on the effects ofpiped music on library users. We wouldappreciate your cooperation in any waypossible. He will be arranging for aconference with jtou in the next fewdays.

Would you ...


Call Dr. Jassel andtell him you refuseto let the libraryusers be guinea pigs

V1

Call the Head ofAGS and tell himyou will not toleratesuch disturbance oflibrary peace andquiet

Call Dr. Jassel and/or the Head of AGSand say you will behappy to cooperate.

Prob3

Call a library staffmeeting to help youdecide how to react

Prob3

61

56

Y1

Take other action

(Type the actionyou would take)

Prob3

Mem12October 12

Phone call from an Intermediate Re-searcher

"I understand there is going to be pipedmusic in the library. I refuse to work inthere with music. I hope you are goingto keep it out. I know a lot of otherswho feel the same way I do."

Would you say ...


57

2A

"Sorry. I can't doanything about it.Our latest word isthat there will be noexceptions."

2B

"I'H try to keep thelibrary off the sys-tem."

2C

"Gather yourfriends and go pro-test to AGS."

2D

"Thanks for thecall. I appreciateyour interest." Donothing

2E


(Type what youwould say or actionyou would take)

Mem2B

Mem2D

Mem2E

Mem2A A2

Refuse to sign onthe grounds thatyou can't take sioesagainst management

Mem2A

PETITIONOctober 13

Whereas, researchers need quiet to con-centrate and produce, and whereas, thepresent plans are to install piped musicinto the library, and whereas, we under-stand that Administration and GeneralServices has not yet agreed to anyexceptions,

Therefore, we, the undersigned, do re-quest that an exception be made for theField Research Laboratory Library sothat we may continue to use the libraryin a productive manner.

37 signatures including ju-nior, intermediate and se-nior researchers

Pat: We'd appreciate it if you'd sign this.Jim RogersIntermediate Researcher

Would you ...(Choose one response)

B2

Prob3

Refuse to sign for Probsome other reason. 3Return petition toJim Rogers

Prob3

Sign the petition

Send the petition toHead, AGS, withoutsigning it as an ex-ample of the re-searchers' feelingsabout piped music

Prob3

E2

63

58

Take other action(Type the actionyou would take)

Prob3

Mem2B

Mem2B

MemoOctober 13

To: Pat BrownFrom: Head, Administration and

General Services

Since you feel that an exception shouldbe made for the library in the pipedmusic installation, please give us yourspecific reasons for this. We will needthis by noon tomorrow as final planscannot be changed after that date.

Would you ...


F2

Conduct a quicksurvey of research-ers opinions

G2

Hold a library staffmeeting to gatherammunition andideas

searcher whoyouI

n te mediateRefer AGS

59

12

Prob3

Prob

to theRe-

called

Decide to give upand do nothing


Mem2COctober 14


"A group of researchers came in toprotest putting piped music in thelibrary. They said you told them tocome. Why haven't you expressed youropinions to us yourself?"

Would you say ...


"I haven't had a

chance to."

L2

"I didn't know theywere going to pro-test. I don't knowanything about it."

M2

"I thought the mat-ter was settled andthat my opinion didnot cou it."

Prob3

Prob3


Prob3

65(Type what youwould say or actionyou would take)

60

Mem2DOctober 14

To: All DepartmentsFrom: Head, Administration and

General Services

If you have heard any complaints aboutinstalling piped music in your depart-mem, Please let us know immediately.Exceptions can be mad., but since theinstallation contract is on a special costbasis, any extra costs caused by excep-tions will be deducted from the budgetof the department concerned.


66

P2

Ignore that phonecall from the re-searcher and keepquiet

Prob3

Take a quick surveyof researchers'opinions pro andcon the question

Prob3

R2

Tell AGS about theresearcher's phonecall

Prob3

S2

Canva, your staff tosee if they have hadany complaints

Prob3


Prob

61

2E

Mem2EOctober 13

PETITIONWhereas, researchers need quiet to con-centrate and produce, and whereas, thepresen: plans are to install piped musicinto the library, and whereas, we under-stand that Administration and GeneralSetvices has not yet agreed to anyexceptions,

Therefore, we, the undersigned, do re-quest that an exception be made for theField Research Laboratory Lr,orary sothat we may continue to use tke libraryin a productive manner.

37 signatures includingjunior, intermediate andsenior researchers

Pat We'd appreciate it if you'd sign this.

jim RogersIntermediate Researcher


62

1,2

Refuse to sign onthe grounds thatyou can't take sidesagainst management

V2

Refuse to sign forsome other reason;return the petitionto the researchers

X2

Send the petition toHead, AGS, withoutsigning it as an ex-ample of the re-searchers' feelingsabout piped music

Y2


Prob3

Prob3

Prob3

Prob3

Mem13

ff Tell the researchersthat you can't signbecause you don'tagree with theirstand.

3A

Petition

October 13

Whereas, researchers need quiet to con-centrate and produce, and whereas, thepresent plans are to install piped musicinto the library, and whereas, we under-stand that Administration and GeneralServices has ;Kit vet agreed to anyexceptions,

Therefore, we, the undersigned, do re-quest that an exception be made for theField Research Laboratory Library sothat we may continue to use the libraryin a productive manner.

37 signatures includingjunior, intermediate andsenior researchers

Pat: We'd appreciate it if you'd sign this.Jim RogersIntermediate Researcher


Sign the peition andhope nobody seesyour name

i yRefuse to sign onthe grounds that

ou can't take sidesagainst manage-ment, but do nottell the researchersyour own personalview

3C

Ignore the petitionMem3D

68

63

Send a statement ofyour beliefs to theFURL

Men33AOctober 14

FURLOnly "Official" Mouthpiece

of the Field ResearchLaboratory

Protest Library Serenade

A group of FRL researc:lers- arecirculating a petition protesting theupcoming installation ef piped music inFRL Library next week. An departmentsof Double XYZ win have the music. Theresearchers maintain that live music wincut down on their concentration andproduction. It is understood that FRLLibrarian Pat Brown has declined to signthe petition on the grounds of nonagree-ment with the researchers' point of view.Care to make a statement, Pat?


Protest to theFURL editor aboutthis low blow tolibrary public rela-tions

C3

Ignore the "news"item

69

D3

Shcw the FURL ar-ticle to the Head,AGS, as an exampleof the trouble-makers in your divi-sion

Take other action(Type action youwould take)

E3

Mem3BOctober 15


"I just got a petition from a group ofresearchers in the Field Research Labora-tory and it has your name on it. Thepetition is against having piped music inthe library and we just got a memo fromyou congratulating us on the idea. Whatgives?"

Would you say ...(Choose one response)

"Somebody musthave forged myname."

Prob3

G3

"I must have mis-read the petition. 1thought it was forpiped music."

H3

Prob3

"I've changed myopinion since I sentyou that memo."

13

"I was just trying topreserve good pu blicrelations. I didn'treally mean it."

Prob

Prob3

70Say something else;take other action(Type what youwould say or actionyou would take)

Prob3

65

a

3

3

Mem3COctober 14




A group of FRL researchers arecirculating a petition protesting theupcoming installation of piped music inFRL Library next week. All departmentsof Double XYZ will have the music. Theresearchers maintain that live music wincut down on their concentration andproduction. It is understood that FRLLibrarian Pat Brown has declined to signthe petition on the grounds of nonagree-ment with the researchers' point of view.Care to make a statement, Pat?


71

K3

Send a statement ofyour beliefs to theFU RL

Protest to theFURL editor aboutthis low blow tolibrary public rela-tions

Prob3

Show the FURL ar-ticle to the Head,AGS, as an exampleof the trouble-makers in your divi-sion

Prob3

Take other action Prob(Type action you 3

would take)

66

Mem3D

"I'd rather d3spensewith the music thansee the researchershave to use anotherarea."

Mem3DOctober 15 .


"I've just gotten a petition from a groupof FRL researchers asking that the pipedmusic system not be installed in thelibrary. I know you are very much infavor of it. I thou4rt we might offerthem another area for study as analternative to using the library and keepthe music out of there instead. What doyou think?"


Q3

"It sounds like a Frobgood idea. We don't 3have enough roomanyway."

R3

"I'll call you backafter I think aboutit."

Prob3

7 2

67

"I think you aredefeating the pur-pose of the pipedmusic if you givethe researchersanother area."

T3

Say something else;take other action(Type what youwould say or actionyou would take)

Mem3E

U3

"I'd rather dispensewith the music thansee the researchershave to use anotherarea."

Mem 3E

October 15

Phone Call from Head, Administrationand General Services

"I've just gotten a petition from a groupof FRL researchers asking that no pipedmusic system be installed in the library. Iknow you are very much in favor of it. !thought we might offer them anotherarea for study as an alternative to usingthe library and keep the music out ofthere instead. What do you think?"

Would you say .


V3

"It sounds like agood idea. We don't Probhave enough room 3anyway."


Prob3

"I think you are de-feating the purposeof the piped musicif you give the re-se arc h ers anotherarea."

Prob3

73

Say something else;take other action(Type what action Probyou would say or 3action you wouldtake)

68

Mem14

4A

"I'm not interestedin what Dr. jasselhas to say. I knowthat piped music hasno place in a re-search library."

Mem14October 14


"We have just gotten your memo sayingthat you refuse to cooperate with thepiped music installation plan. Appar-ently our communications of the valueof this system haven't been reachingyou. However, Dr. Jassel, our industrialpsychologist, has consented to meet withyou to try to show you where yourattitude is wrong. When can you meetwith him?"


"I'll arrange a meet-ing as soon as I

check my calendar.I'm open to anynew thoughts on thematter."

"I'll meet with Dr.Jassel but I don'tintend to change mymind about pipedmusic."

"I'll have to checkmy calendar and lethim know." Donothing.

Mem4D

74

4E


Mem4E

69

1

1

Mern4A

Mem4AOctober 15

To: Pat Brcwn, Librarian FRL LibraryFrom: Director, FRL

It has come to my attention that you werefusing to cooperate with our programto install piped music throLghout theDouble XYZ Company. Please send meimmediately your reasons for this actionand make an appointment with mysecretary for a conference with me.

Would yoL:(Choose one response)

Make the appoint-ment and send thestatement

570

C4

Make the appoint-ment, but hold thestatement until youcan present it per-sonally.

D4

Ignore the memoand start looking foranother job

E4

Prob3

Take other action, \Prob(Type the action 3you would take)

Mem4B

Mem4BNews Release

Music News D2:ay October 15

Researchers to Rock and Ron?

Famed industrial psychologist, Dr.Herbert jassel, is about to embark uponan experiment to see whether researchersare able to concentrate better and aremore productive when subjected top!ped music while they work. To testout Dr. jassel's theories the Double XYZCompany has agreed to install pipedmusic throughout its departments. Be-fore and after production records will bestudied in an effort to determine theeffect of the music on researchers out-Put-

Pat: Ha..e you seen this? We've beentook!

Senior Researcher

Would you ...(Choose one respunse)

761:

71

/ Confront Adminis-tration and CeneralServices with thisnew evidence thatyou are being usedas guinea pigs

G4

Confront Dr. jasseland demand that hep rod u ce reasonswhy the libraryshould be subjectedto his experiment

H4

Gather a protestgroup and march onAdministration andGeneral Services

14

Ignore the news re-lease as sensation-alism and go talk toDr. jassel with anopen mind

j4

Take other action(Type =don youwould take)

Prob3

Prob3

Prob3

Mem4CNews Release

Music News Daily October 16

MUSIC FOUND TO ENHANCECONCENTRATION

A constant background of quiet musichas been found to enhance concentra-tion and improve productivity accordingto Dr. Aden Chemer, Research Directorof the University of Manita Center forMusic Behavior. Dr. Chemer used agroup of graduate students to conducthis studies. Students showed measurableimprovement in concentration and pro-duction at the end of two months ofstudying to musical background. Dr.Chemer will continue his experiments,using industrial workers, this summer.

Pat: just found this. What do you think?

Senior Researcher


K4

Decide you mayhave acted too hast-ily when refusing tocooperate andchange your think-ing.

Prob3

Show article to Dr.Jassel and ask him ifhe is imsing his workon this experiment

M4

Prot.3

N4

Talk to Dr. Jasselwithout mentioningthe article

Prob3

7 7-

72


Prob3

Mem4D

Mem4D

October 14

MEMO

To: PatFrom: Reference Librarian

Ce low are the results of our staff surveyon whether or not we want piped musicin the library.

Want 5Do not want 2

P.S. Dr. ',assel's secretary called whileyou were out and wants you to callher right away.

P4

Call Dr. jassel andtell him you havedecided to acceptthe piped music

Prob3

Q4

Call Dr. jassel andtry to find out whatfacts he has to backup his statementsignoring your staff'spreferences

Prob3

R4

Prob3

Ignore Dr. jassel Probsince you won't get

J 3anywhere with himanyway

T4

73


Prob3

Mem4E

Decide to go overthe Director's head

Prob

Mem4EOctober 15

To: Pat Brown, Librarian FRL LibraryFrom: Director, FRL

It has come to my attention that you arerefusing to cooperate with our programto install piped music throughout theDouble XYZ Company. Please send meimmediately your reasons for this actionand make an appointment with mysecretary for a conference with me..


Make the appoint-ment and send thestatement

W4

Make the appoint-ment but hold thestatement until youcan present it per-sonally

Prob3

Ignore the memoand start looking foranother job

Prob3


7974

-

Meml5October 13

Petition

Whereas, researchers need quiet to con-centrate and produce, and whereas, Thepresent plans are to install piped musicinto the library, and whereas, we under-stand that Administration and GeneralServices has not yet agreed to anyexceptions,

Therefore, we, the undersigned, Jo re-quest that an exception be made for theField Research Laboratory Library sothat we may continue to use the libraryin a productive manner.

37 signatures including ju-nior, intermediate and se-nior researchers

Pat: We'd appreciate it if you'd sign this.jim RogersIntermediate Researcher

Would you


SA

Tell the researchersthat you can't signbecause you don'tagree with theirstand

MemSA

Sign the petitionand hope nobodysees your name

SC

Refuse to sign onthe grounds thatyou can't take sidesagainst manage-ment, but do nottell the researchersyour own personalviews

Ignore the petition

MemSD


MemSE

75

FU RLOnly "Official" Mouthpiece



A group of FRL researchers arecirculating a petition protesting the up-coming installation of piped music inFRL Library next week. All departmentsof Double XYZ will have the music. Theresearchers maintain that live music willcut down on their concentration andproduction. It is understood that FRLLibrarian Pat Brown has declined to signthe petition on the grounds of nonagree-ment with the researchers' point of view.Care to make a statement, Pat?



135

Protest to theFURL editor about Probthis low blow to li- 3brary public rela-tions

CS


Prob3

DS

Show the FURL ar-ticle to the Head,AGS, as an exampleof th e t rou ble-makers in your divi-sion

8176

ES


Prob3

Mem5B

MemSBOctober 15


"1 just got a petition from a group ofresearchers in the Field Research Labora-tory and it has your name on it. Thepetition is against having piped music inthe library and we just got a memo fromyou congratulating us on the idea. Whatgives?"


I "Somebody musth ave forged myname."

"I must have mis-read the petition. 1thought it was forit."

8277

H5

"I've changed myopinion since I sentyou that memo."

15

"1 was just trying topreserve good publicrelations. 1 didn'treally mean it."

is


Prob3

Prob3

Prob3

Mem5COctober 14




A group of FRL researchers arecirculating a petition protesting the up-coming installation of piped music inFRL Library next week. All departmentsof Double XYZ will have the music. Theresearchers maintain that live music willcut down on their concentration andproduction. It is understood that FRLLibrarian Pat Brown has declined to signthe petition on the grounds of nonagree-ment with the researchers' point of view.Care to make a statement, Pat?


K5


Prob3

L.5

Protest to theFURL editor aboutthis low blow to li-brary public rela-tions

M5


Prob3

N5

Show the FURL ar-ticle to the Head,AGS, as an exampleof the troubleimakers in your divi-sion

Prob


78

Mem5D

MemSDOctober 15


"I've just gotten a petition from a groupof FRL researchers asking that the pipedmusic system not be installed in thelibrary. I know you are very much infavor of it. I thought we might offerthem another area for study as analternative to using the library and keepthe music out of there instead. What doyou think?"


PS


Q5

"It sounds like agood idea. We don'thave enoughanyway."

R5


84

S5

"I think you

other area."

defeating the pur-pose of the piped

the researctieb,an-music if _you give

79

are

T5


Mem5E

Mem.5EOctober 15


"I've just gotten a petition from a groupof FRL researchers asking that no pipedmusic system be installed in the library. Iknow you are very much in favor of it. Ithought we might offer them anotherarea for study as art alternative to usingthe library and keep the music out ofthere instead. What do you think?"

Would you say(Choose one response)

U5


vs

"It sounds like agood idea. We don'thave enough roontanyway."

W5


X5

"I think you are de-feating the purposeof the piped musicif you give the re-searchers anotherarea."

Y5

Say something else;take other. action(Type what youwould say or actionyou would take)

Prob3

Prob3

Prob3

Prob3

Prob3

Prob

Seminal Problem 3

Prob3

October 22

Phone call from Jay Ward, IntermediateEngineer

"I have just received another overduenotice. I returned that book six weeksago. I gave it to Mrs. Stone at the desk.She said thank you. I knew I should havetaken it to Miss Main. Mrs. Stone nevergets anything right. Why can't you allhave more efficient help? I don't havetime to fool around with this business.This is the second time this year that thish.., happened. This is the worst libraryI've ever had to deal witri and I've beento plenty."


11

"Thank you for let-ting me know aboutthis. You know wealways try to givegood service. I'mvery sorry it hap-pened & will takecare of this im-mediately." Call inMrs. Stone & re-mind her of theimportance of goodpu blic relations.

12

"Mrs. Stone is verycompetent andrarely makes a mis-take. However, I'llmake a check."Look for the bookyourself since Mrs.Stone is sensitive tocriticism.

13

"Thank you for let-ting me know aboutthis. Mrs. Stone isusually very careful.Wh y don't youcheck your officeagain." Wait for fur-ther developmentsbefore confrontingsensitive Mrs. Stone.

...."......------.-

14

Mem12

"Thank you for let-ting me know aboutthis. I'm very sorryit happened. I'll talkto Mrs. Stone."Confer with Mrs.Stone.

81

;

Say something else;take other action.(Type what youwould say and do)

Mem11 "This has gone far

enough! Mrs. StonewiH have to shapeup or ship out." CallMrs. Stone in for ashowdown.

Mem1A

Meml 1October 26

Phone call from Jay Ward

"Mrs. Stone has just buttonholed me inthe cafeteria and given me a long ha-rangue about her being blamed for the"overdue books" I never had. What areyou going to do about that infernalwoman?"


"III talk to Mrs.Stone again." Donothing since ob-viously Jay Ward isjust a hot head.

1C

"I think you havesomething personalagainst Mrs. Stone. Idon't want to hearanything moreabout it." Do noth-ing.

Mem1C

1D

"Thanks for tellingme." Call in Mrs.Stone and try toshow her the con-sequences of her ac-tions.

Mem1D

Say something else;take other action.(Type what youwould say or actionyou would take)

Mem1E

Mem1A

Meml AOctober 27

To: Pat BrownFrom: Administration and General Ser-

vices, Employee Relations

This is to inform you that Amy Stone,Employee No. 21508, has submitted herresignation as of November 13, givinginability to get along with her supervisoras her reason. Please send an explanationof this resignation immediately.


Al

Call Mrs. Stone inand try to get her tostay since she willbe hard to replace.

B1

Send memo to theeffect that her workwas careless and beglad she is leavingsince she was badfor public relations.

Cl

Send memo to theeffect that Mrs.Stone enjoyed goodrelations with youand you don't knowwhat she is talkingabou t.

Prob4

Call Mrs. Stone inand confront herwith the memofrom Employee Re-lations, demandingan explanation.

(Type action you

El

Take other action.

woud take)

MemlB

Memi B

October 28

Phone call from Director, FRL

"One of our engineers, Jay Ward, hascomplained about treatment he has re-ceived from the library staff. I'd like tohear your side of the story."


8984

Fl

"I can't imaginewhat he's talkingabout. I don't knowof any trouble. Hemust be on one ofhis rampages again."

Gi

"You must meanthat little misunder-standing he hadwith Mrs. Stone. Ithought that was allcleared up."

Prob4

HI

"I have alreadytalked to my staffmember about theincident and dion'tbelieve there is any-thing more to say."

Prob4

"My staff memberwas wrong, but I'msorry Mr. Warddidn't see fit tocome to me person-ally."

Ji

Say something else;take other action.

Prob(Type what you 4would say and ac-tion you wouldtake)

Mem1C

Mem1COctober 28


"One of our engineers, Jay Ward, hascomplained about the treatment he hasreceived from you and other members ofyour staff. I'd like to hear your side ofthe story."


K1

"I can't imaginewhat he's talkingabout. I don't knowof any trouble. Hemust be on one ofhis hotheaded ram-pages again."

....-0""

LI

"He has been delib-erately makingtrou ble for Mrs.Stone. I don't thinkhe should be al-lowed to use the li-brary."

85

M1

"I think it is timefor a meeting withyou, Jay Ward, Mrs.Stone and me tostraighten this outonce and for all."

N1

"It was just a littlemisunderstanding. I

didn't realize he'dtake it so person-ally."

01

Say something else;take other action.(Type what youwould say or actionyou would take.)

Prob4

Mem1D

Call ;ay Ward in andconfront him withthe evidence.

Prob4

Mem1 DOctober 30

To: Pat BrownFrom: Mrs. Stone

This book just turned up in the bookdrop. It's the one jay Ward claimed hehad brought back and you bawled meout for sending notices on. I told you hehad it. What are you going to do aboutit?

Would you(Choose one response)

Qi

Ignore the note andhope Mrs. Stone willforget the wholething.

Prob4

Apologize to Mrs.Stone and hope sheforgets the incident.

Prob4

S1

Call jay Ward andMrs. Stone in andwring an apologyout of him.

Take other action.(Type the actionyou would take.)

Prob4

Mem1E 111

Call jay Ward in andconfront him withthe evidence.

Meml EOctober 30


This book just turned up in the bookdrop. It's the one Jay Ward claimed hehad brought back and you bawled meout for sending notices on. I told you hehad it. What are you going to do aboutit?



Prob4

Apologize to MrsStone and hope sheforgets the incident.

Prob4

X1

Call jay Ward andMrs. Stone in andwring an apologyout of him.

Prob4

Y1

Take other action. Prob(Type the action 4you would take.)

87

3

Mem12

Mem12October 27

Phone call from John Elder, SeniorResearcher

"Some time ago I returned a copy of Oiland Gas Underground that I had bor-rowed from the library. Today I receivedan overdue notice on this book fromMrs. Stone. I wonder if you would checkto see what happened and call me back."


2A

"Thank you for call-ing." Do nothingsince John Elder is avery busy man anddoesn't really ex-pect a reply.

Mem2A

"Thank you for call-ing." Call Mrs.Stone in and con-front her with thetwo complaints.

Mem2B

2C

"Mrs. Stone is verycareful. Why don'tyou check your of-fice again?" CallMrs. Stone and warnher about her care-lessness.

2D

"Mrs. Stone is verycareful. Why don'tyou check your of-fice again?" Donothing since thebook will turn upsooner or later.

Mem2C

Mem2D

0388


Mem2E

"I'm still checkinginto it." Tell Mrs.Stone to search forthe book.

Mem2AOctober 29

Phone call from John Elder, SeniorResearcher

"I just talked to Mrs. Stone and sheasked me about my overdue book. Whathappened? I thought you were going tolet me know about that."


B2

"I'm still checkinginto it." Do noth-ing.

C2

"We can't find thebook. Would youcheck your officeagain," hoping themistake is his ratherthan the library's.

D2

"I've been busy andhaven't had time tocheck it out." AskMrs. Stone to forgetthe notice since thebook is probably inthe library some-where.

Say something else;take other action.(Ty pe what youwould say or actionyou would take)

89

Prob4

Prob4

Prob4

Mem2B

Call Mrs. Stone inand remind her ofJohn Elder's com-plaint

Prob4

Mem2BNovember 2


This book just turned up in the bookdrop. It's the one Jay Ward claimed hehad brought back and you bawled meout for sending notices on. 1 told yoti hehad it. I think someone owes me anapology.

Would you ...(Choose ope response)

9

G2


H2

Call Jay Ward in andconfront him withthe evidence.

12

Apologize to Mrs.Stone and try tominimize the situa-tion.

J2.

Prob4

Prob4

90

Mem2C

Mem2CNovember 2

Note clipped to copy of Oil and GasUnderground

To: Pat BrownFrom: John Leeds (Cleaning Service)

I found this when cleaning up last night.


91

K2

Contact John Leedsto find out where hefound the book soyou can pinpointthe responsibility.

L2

Call John Elder andtell him the bookhas turned up.

M2

Give Mrs. Stone thebook, explaininghow it was found.Don't bother JohnElder.

N2

Apologize to JohnElder and Mrs.Stone, since prob-ably neither was toblame.

02


Prob4

Prob4

;t4

1

4

Mem2D "That book is out

of the library rightnow. It will prob-ably take a day orso for me to get itback."

Prob

Mem2DOctober 29

Phone call from secretary to Director,FRL

"Mr. George Peterson, Double XYZ'sSenior Vice-President who is visitingFRL for a week, would like to see acopy of Oil and Gas Underground im-mediately. Please have one of your staffmembers bring it to the office now."

Would you say? ...(Choose one response)

"I'll send it as soonas possible." Tearthe library apart,and John Elder's of-fice, in your search.

Prob4

"That book hasbeen lost. Shall I tryto get a copythrough interlibraryloan."

Prob4

52"I'll send it as soonas possible." Askyour reference li-brarian to take overwhile you take theafternoon off toavoid the ensuingdistu rbance.

9 792

Say something else;take other action.(Type what youwould say or whataction you wouldtake.)

Prob4

Mem2E

Mem2EOctober 29

Phone call from secretary to Director,FRL

"Mr. George Peterson, Double XYZ'sSenior Vice-President who is visitingFRL for a week, would like to see acopy of Oil and Gas Underground im-mediately. Please have one of your staffmembers bring it to the office now."

Would you say? ...(Choose one response)

U2

"That book is outof the library rightnow. It will prob-ably take a day orso for me to get itback."

V2

"I'll send it as soonas possible." Tearthe library apart,and John Elder's of-fice, in your search.

W2

"That book hasbeen lost. Shall I tryto get a copythrough interlibraryloan."

X2"I'll send it as soonas possible." Askyour reference li-brarian to take overwhile you take theafternoon off toavoid the ensuingdisturbance.

9

93

Y2

Say something else;take other action.(Type what youwould say or whataction you wouldtake.)

Mem13

Mem13

October 26

To: Pat BrownFrom: Amy Stone

While checking behind the charging deskbook drop, we found the book wethought jay Ward had not returned.hope we didn't offend him.


( 3A

Call Jy Ward andapologize.

Do nothing andhope it's all forgot-ten.

94

3C

Ask Mrs. Stone toapologize to jayWard since it's herresponsibil ity to fol-low up circulationsnags.

Call Jay Ward andtell him the bookwas found. No apol-ogy is necessarysince he probablydidn't mean what hesaid.

iE


Mem3D

Mem3E

Mem3AOctober 27

To: Pat BrownFrom: David

When I checked our copy of Oil and GasUnderground before I shelved it I foundthree pages of charts had been torn out.I know Mr. Ward is the only one whohad it checked out this year.

Would you(Choose one response)

95

A3

Call Jay Ward andconfront him withthis new charge.

83

Decide to ignore thewhole thing sinceyou can't prove whotore out the pages.

C3

Ask Mrs. Stone tocall Jay Ward andtell him about themissing pages.

D3

Forget jay Ward butwarn the staff theymust check eachbook as it is re-turned so as to nabculprits.

E3


Prob4

Prob4

Prob4

Prob4

Prob4

Mem38

Mem3BOctober 29

To: Pat BrownFrom: Barbara Main

Jay Ward stopped me in the cafeteriatoday and asked me if we had found thebook he was supposed to have notreturned. I told him yes. He seemed verymad that no one had told him. I thoughtyou had. I'm sorry I spilled the beans.


Do nothing since hewill soon forget thewhole thing.

10 196

Tell Barbara tocheck with you be-fore telling otherpeople library busi-ness.

13

Ask Mrs. Stone toapologize to JayWard since it is herresponsibility to fol-low up circulationsnags.

13


Prob4

Prob4

Mem3C

Mem3COctober 29


"I just had a nasty phone call from Mrs.Stone telling me that she found the bookshe had claimed I had, but she is sure Istill have another one that I returned sixmonths ago. I think you would do thelibrary a service to fire that woman."


102'97

K3

"Thank you for tell-ing me." Do nothingsince obviously JayWard is a real hothead.

L3

"Thank you for tell-ing me." Call Mrs.Stone in and showher how she is af-fecting library pub-lic relations.

M3

"I'll take care ofMrs. Stone!" Callher in and warn herthat once more andshe's out.

N3

"I'll thank you notto tell me how tohandle my staff.Good day!" Forgetthe whole affair.

03

Prob4

Prob4

Prob4

Prob4


Mem3D

P3

"I did apologize.Jay Ward is such ahot head he prob-ably didn't hearme." Do nothing

Mem3DOctober 29


"Jay Ward just stopped by my office andtold me you people accused him of notreturning a book which he had had andthat you then didn't bother to apologizewhen you found it. He was pretty upsetabout it. I thought you were interestedin keeping good pulllic relations with themen here."

Would you say ...;(Choose one response)

Q3

"I'm sorry to hearthat. I'll call him im-m e d lately " Donoth ing, since hehas surely forgottenby now.

R3

Prob4

Prob4

"I'm sorry to hearthat. I'll call him im- Probmediztely." Call and 4aPologize-

S3

"I didn't see anyneed to apologizesince he was sonasty to us about it.I think he owes usthe apology."

Prob4

103


'.Prob4

98

2-rIILM'etttifftttrIEMZEEaazamsmzomgemmsatta

Mem3E

113

Call Jay Ward andconfront him withthis new charge

WEECMEATMECIRM

Pr-ob4

Mem3EOctober 27

To: Pat BrownFrom: David

When i checked our copy of Oil and GasUnderground before I shelved it I foundthree pages of charts had been torn out.I know Mr. Ward is the only one whohad it checked out this year.

Would you ...(Choose ohe response)

Decide to ignore thewhole thing since PrObyou can't prove who 4/tore out the pages

Ask Mrs. Stone tocall Jay Ward andtell him about themissing pages

Prob4

Forget Jay Ward butwarn the staff theymust check eachbook as it is re-turned so as to nabculprits

104 _

99


Mem14October 28


"It has come to my attention that one ofyour staff members, Mrs. Stone, is tellingvarious people that one of the re-searchers is claiming he brought backlibrary books when he did not and thathe is adding them to his own collection.What do you know about this?"


10 5-

100

4A

"Wait till I get myhands on Mrs.Stone! This is ter-rible for public rela-tions." Chastise Mrs.Stone.

4B

"I don't know any-thing about it.look into it." Saynothing to Mrs.Stone because she isprobably right.

4C

"Nothing, yet, butI'll look into it."Talk to Mrs. Stoneabout the effectsher remarks have onpubLic relations forthe library.

4D

"She's referring tothat hot head jayWard. He's buildinghis own collectionwith our books." Ig-nore the wholething.

4E


Mem4A

Mem4B

Mem4D

Call Mrs. Stone inand try to get her tostay since she vilJ

be hard to replace.

Mem4AOctober 29

To: Pat BrownFrom: Administration and General Ser-

vices, Employee Relations

This is to inform you that Amy Stone,Employee No. 21508, has submitted herresignation as of November 13, givinginability to get along with supervisor asher reason. Please send an explanation ofthis resignation immediately.


106,101

B4

Send a memo to theeffect that shestirred up too muchtrouble with libraryusers and be gladshe is leaving sinceshe spoiled the li-brary's image.

C4

Send a memo to theeffec t that Mrs.Stone enjoyed goodrelations with youand you don't knowwhat she is talkingabou t.

D4

Call in Mrs. Stoneand confront herwith the memofrom Employee Re-lations, demandingan explanation.

E4


Prob4

Prob4

Prob

Prob4

ti

Mem4B

Mem4B

November 2


"Bill Clark just told me that Mrs. Stoneis running around claiming I'm building a

-library with your books. I'd like you toknow that I'm reporting this to thebrass. You people have caused meenough trouble and you're going to payfor it."


10

"1 can't be respon-sible fol what Mrs.Sione says. Addressyour gipes to her,not me." Ignore thewhole matter.

G4

"If Mrs. Stone madethat statement shemay be right Beforeyou go to the top, Ithink I'd check youroffice book collec-tion." Fight firewith fire.

H4"I'm so sorry thishad to happen. Youknow how Mrs.Stone is. Why don'twe forget the wholeth i ng." Appease-ment may get thelibrary off the hook_

102

("Why don't you,

conference.fully?" Arrange a

see if we can work

Mrs. Stone and I

th is ou t p eace-

have a meeting and

j4

14

Say something else;Take other action.(Ty pe what youwould say or actionyou would take.)

von, 4.0

Mem4C

Mem4CNovember 2

Phone call from jay Ward

"I see you haven't fired Mrs. Stone yet.You might be interested to know thatshe asked me to bring in all the librarybooks I have checked out so she cancheck them for defects!"


108

;nor.. awr

"Thank you for tell-ing me." InformMrs. Stone that sheis to leave Jay Wardalone even thoughthe defective bookhunt is a legitimateproject

L4

"This is a legitimateproject Mrs. Stoneis merely followingorders. She isn'ttry ing to harassyou."

0.6 +I

Prob4

"Apparently youdon't have enoughto do to keep your-self busy, so you're!ooking fortrou ble."

"You're right Mrs.Stone will have togo " Fire Mrs. Stonesince she apparentlynever will learn tokeep the usershappy.

Prob4


Prob4

103

Mem4D

Mem4D

October 30

To: Pat BrownFrom: Head, Employee Relations

This is to inform you that you are toreport at 8:30 a.m. on Monday, Novem-ber 2, to this office to answer thefollowing charges of Jay Ward, FRLEngineer:

1. that you called him various namesin public, for example, hothead;

2. that you accused him of bookstealing;

3. that you incited library staffmembers against him.


P4

Hand in your resig-nation since youdon't care to workfor a company thattreats its employeesthis way.

F i re M rs. Stonesince she started itall.

S4

Call in sick on Mon-dzy and send thereference librarianin your place.


103

104

Mem4E

Mem4E

November 2

Phone can from Jay Wahl

"I see you haven't fired Mrs. Stone yet.You might be interested to know thatshe asked me to bring in all my librarybooks so she could check them fordefects."


11 0

105

U4

"Thank you for tell-ing me." InformMrs. Stone that sheis to leave Jay Wardalone even thoughthe defective bookhunt is a legitimateproject.

"This is a legitimateproject. Mrs. Stoneis merely followingo rd ers. She isn'ttry in g to harassyou."

W4

"Apparently youdon't have enoughto keep yourselfbusy, so you'relooking fortrouble."

X4

"You're right. Mrs.Stone will have togo." Fire Mrs. Stonesince she apparentlynever will learn tokeep the usershappy.

Probj4/

Y4

Say something else;take other action.(Ty pe what youwould say or actionyou would take.)

Meml SOctober 26

To: Pat BrownFrom: Jim Jelly, Intermediate Re-

searcher

Just thought you might like to knowthat Jay Ward has about 25 of yourbooks that probably aren't checked outto him. Some of the rest of us would liketo use them once in a while!


111106

SA

Ignore the memosince Jim Jolly isobviously just tryingto stir up some-thing.

SB

Confront Jay Wardand demand to lookat his book case.

SC

Mem-SB

Tell Jim Jolly to goc h eck the actual Mem

books before he SC

makes any accusa-tions.

SD

Send Mrs. Stone togather up any booksJay Ward has thataren't checked out.

SE


MemSD

MemSE

MemSA

MemSAOctober 27

To: Pat BrownFrom: Jesse Stoner, Incrmediate Re-

searcher

I hate to be a tattletale but Jay Ward andJim Jolly both have books from thelibrary that aren't checked out. If wehave to obey the rules, I don't see whythey shouldn't too.


112

Ignore the memo.Why get into themiddle of a personalvendetta.

Confront Jay Wardand Jim Jolly anddemand to see theirbookcases.

CS

Send Mrs. Stone tojay Ward's and JimJ olly"s offices topick up any booksshe can find thataren't checked out.

Ask Jesse Stoner toprove his accusa-tions.


107 .

Mem5B

October 29


"I understand you have been havingsome trouble with jay Ward. He saysyou are trying to force him to show youail the books in his office. Jay is one ofour best men. I'd like to know why youare antagonizing him."


113108

F5

"I don't know any-thing about it. JayWard is just a hot-head." Ignore thewhole

G5

"I think Mr. Wardhas some librarybooks which havenot been checkedout. I intend to getthem back."

"I think Mr. Wardhas some librarybooks which havenot been checkedout. I may bewrong. I'll just dropthe whole thing."

15

"How about comingwith me to his of-fice so we canstraighten this thingout."

is


IMic170q6e11141111111111emw

MemSC

KS

"Go right ahead.And I'll ask them tocheck your officebook collection,too."

Prob4

tvlemSC

October 27


"Jim Jolly just told me you had thenerve to tell him to come lookingthrough my books. You people have'given me enough trouble and I'm report-ing this whole thing to the top brass.You can answer to them."

Would you say .. -(Choose one response)

LS

"I don't know whatyou are talkingabout. If jim Jollysees some books hewants, that's hisbu siness." Ignorethe whole thing.

Prob4

MS

"Don't get soexcited. It's all amsu nderstanding.Just ignore jimJolly."

Prob4

"Before you go tothem, why don'tyou let me checkyour book recordsto see how thingsstand."

Prob4

114


Prob4

109

PSMemSD

"Go right ahead.And l'H ask them tocheck your officebook collectiontoo."

Mem5D

October 27


"Mrs. Stone just told me you had thenerve to send her to my office for booksyou claim I haven't checked out. Youpeople have given me enough troubleand I'm reporting this whole thing to thetop brass. You can answer to them."


115:110

QS

"Mrs. Stone cer-tainly did misunder-stand my directions.I told her to ask youfor the books thatare overdue."

RS

"I don't know whatyou're talkingabout. I never toldMrs. Stone to doany such thing."

Prob4

Prob4

Prob4

"Before you makeany hasty movesyou'd better let mecheck your bookrecord to see howyou stand."

TS


Prob4

1,21.

MemSE

MemSEOctober 26

To: Pat BrownFrom: jay Ward

Since you are always on me aboutoverdue books, I'd like to inform youthat Jim Jolly has at least a dozen thathe has never even checked out of thelibrary. Why don't you do somethingabout him instead of riding me all thetime?


116

US

viously there is a

going on.

thingIgnore th

since ob-e whole

Prob4

personal vendetta

VS

Call in Jim Jolly andJay Ward and con-front them with thetwo memos.

W5

Thank Jay Ward forthis interesting in-formation and go toJim Jolly's office tocheck his book col-lection.

Prob4

Send Mrs. Stooe togather up any booksJim jolly has thataren't checked out,but say nothing tojay Ward about it.

111

VS

Take other(Type theyou would take.)

action.action

Seminal Problem 4

Prob4

Prob 4

Western Periodicals13000 North Rayner

North Hollywood, Calif.November 7

LibrarianField Research LibraryDouble XYZ Oil CompanyHouston, Texas 00001

Dear Sir:

Reference is made to your purchaseorder number 02266 of July 1.

In this purchase order you ordered160 magazines to start with the Septem-ber issues. We still don't have your checkfor this order even inough we have sentreminders each week for the last twomonths.

We placed these orders promptly andeven bought back issues in a few casesand have given good service generally.

If we don't receive prompt paymentfor this account we will put the matterin the hands of our attorney.

Very truly yours,

Sol GrossmanPresident


11

Ignore letter sinceyou feel sure the billhas been paid.

12

Check with the ac-counting depart-ment


Mem11

Mem 11

Janer, Tyson & Led ley1605 Santa Rosa Blvd.

Los Angeles, Calif.

November 30LibrarianField Research LibraryDouble XYZ CompanyHouston, Texas 00001

Dear Sir:

On October 1, 1966, you placed anorder for 160 magazines, order number02266, with my client, Western Periodi-cals. Although the magazine subscrip-tions were placed, you have not yet sentpayment even after repeated requests.Letters have been sent to you everyweek for the last two months which youhave ignored.

1.

Unless payment is forthcoming im-mediately, I will be forced to begin courtprocedu res for collection.

Sincerely,Janer, Tyson & Ledley

Marvin JanerSenior Partne:


Call the companyattorney.

Send the letter toAccounting.

Send the letter tothe Director of FRLsince he handlcs alllegal matters.

1E

Take other action.(Type The actionyou would take.)

Mem1E

113

Mem1A

Mem 1A

DISTRICT cot.) RT FOR THESTATE OF TEXAS

Civil Action, File Number 18903

Western Periodicals, PlaintiffV.

Double XYZ Oil Company,and

Pat Brown, Defendants

You are hereby directed to appear andanswer the complaint in an action en-titled as above, within 30 days after theservice on you of this summons.The said action is; brought to recover ofyou the sum of 1,920.35 dollars, forgoods sold and delivered to and at yourrequest.And you are hereby notified that unlessyou appear and answer as above re-quired, the said plaintiff will take judg-ment for any money demanded in thecomplaint .Given under my hand and seal of the .bistrict Court of the county of Harris,state of Texas, this 3rd day of Decem-ber.

John M. BumsClerk of Court

Would you(Choo se. one response)

Al

I gn ore su m m onssince the front of-fice will handle thecase anyway

Cl

Call Janer, Tysonand Ledley and tellthem you are notlegally responsiblefor Double XYZ OilCompany's bills

D1

Send the summonsto the Heac.:, Ad-ministration andGeneral Servicessince you aren't le-gally responsible incases of legal actionagainst the corn-pony.

Take other action.(Type the action

you would take)

119114

Mem1B

Fl

"I didn't know any-thing about thatrule. I thought wewere supposed tohandle our ownproblems."

Mem iBNovember 30

Phone Call from Director, FRL

"John Granstein, our company attorney,just called me about an impending suitagainst the library for nonpayment of abig. Why didn't you call me first? Youknow all legal matters are to go throughmy office."

Would you say....(Choose one response)

"I didn't want tobother you with thisminor problem."

"You were alwaysout of the office soI decided to goahead on my own.

"Someone in youroffice _old me to doit. I don't rememberwho."

)1

115


Mem1C

Mem 1C

DISTRICT COURT FOR THESTATE OF TEXAS

Civil Action, Xle Number 18903


Double XYZ Oil Companyand


You are hereby directed to appear andanswer the complaint in an action en-titled as above, within 30 days after theservice on you of this summons.The said action is brought to recover ofyou the sum of 1,92035 dollars, forgoods sold and delivered to and at yourrequest.And you are hereby notified that unlessyou appear and answer as above re-quired, the said plaintiff will take judg-ment for any money demanded in thecomplaint.Given under my hand and seal of theDistrict Court of the county of Harris,state of Texas, this 3rd day of Decem-ber.

John M. BumsClerk of Court


121116

,urnmonsItnore nfr_ nt

SitIte the ridlefict ha.- -"tc4.% W3Y

Li

the c°rnParlYdtkirrey

no

jri'ti tiyo ons-13 t

tafItl" L.edlecYrarailTedeotill

I e re sP I leNil, ,v7 ,.-Double ullbillsOttvany-s

Ni

firn monstogq theHe'-ad, Ad.rh. thea-ettli5trati5;nriee;sin tleral ren't

y

1}z oreO stIP:311 ;Pal yckst f I 831the

hst

01

1-4kt ti-oro actionYot t ow)

Nvould vt-

"Ju_. send it allback and I'll try totake care of it my-self."

Mem 1DNovember 31

Phone Call from Secretary, Director ofFRL

"The boss is gone for the next week andthis looks like an urgent matter. Hisassistant may be able to handle it butyou know he is new. What do you wantto do?"


"Give it to the newassistant. It'll be agood opportunity totest his abilities."

R1

"Just leave it in theboss's in-basket. I

don't think it'sreally that urgent."

122

117

(Say something else;take other action.(Type what youwould say or whataction you wouldtake)

S1

"Send it on to thehead of Administra-tion and GeneralServices. I probablyshould have sent itthere first anyway."

T1

Mem1E

Mem lE

PUBLISHER'S WEEKDAY

"Oldest Voice in the Business"

December 3

WESTERN PERIODICALS BANKRUPT

Old-line Western Periodicals today an-nounced that bankruptcy proceedingshave been filed against its assets in orderto pay off a $3,500,000 debt. Thecompany ran into financial difficultieswhen it ref.ised to automate and couldnot cope with rising labor costs.

Alihough Western Periodicals continuedto give the personalized service for whichit was noted, the company has beenconsistently in the red for the last 3years.

PatDid you know about this?

Barbara


Call Accounting andtell them to forgetthe whole thing.

V1

Ask Jill to urge herfriends in Account-ing to send thecheck since that isthe ;east you can doto help such a fineold company asWestern Periodicals.

Wi

Ignore the wholething since it is outof your hands nowanyway.

X1

Call Double XYZ'scompany attorneyto see where youstand with this newwrinkle ,

123118

Take other action.(Type what youwould say or whataction you would

.take)

,;".7Mm..Y...13*20.Tfr.111.72,75!".r.,

Mem12

Mem12Novem ber 20

Phone call from Accounting

"According to our books, the bill youasked about was paid last October. West-ern Periodicals must have lost thecheck."


124

119

,

2A

"Thank you for theinformation." Donothing since it isobviously WesternPeriodical's fault.

2B

"Thank you for theinformation." WriteWestern Periodicalsthat your account-ing department re-ports that the billwas paid.

2C

"How about check-ing with the bank tosee if the check wascashed."

2D

"Please recheck'four records. Erlenes careless some-

times and may haveposted the invoicewithout xving thebill."

2E

Say something else;take other action.(Type what youwould say or actionyou would tske)

Mem2A

Mem2B

Mem2C

:Mem2E

Mem2A

Mem 2A

DISTRICT COURT FOR THESTATE OF TEXAS

Civil Action, File Number 18903


Double XYZ Oil Companyand


You are hereby directed to apoear andanswer the complaint in an action en-titled as above, wi:thin 30 days after theservice on you of this summons.

The said action is brought to recover ofyou the sum of 1,920.35 dollars, forgoods sold and delivered to and at yourrequest.

And you are hereby notified that unlessyou appear and answer as above re-quired, the said plaintiff will take judg-ment for any money demanded in thecomplaint.

Given under my hand and seal of theDistrict Court of the county of Harris,state of Texas, this 3rd day a Decem-bec.

joha M. BurnsClerk of Court


A2

Ignore summonssince the front of-fice will handle thecase anyway

C2

Call janer, Tysonand Ledley and tellthem you are notlegally responsiblefor Double XYZ OilCompany's bills

D2Send the summonsto the Head, Ad-ministration andGeneral Servicessince you aren't le-gally responsible incases of ;egal actionagainst thc: company

E2

Take other action.(Type the actionyou would take)

125120

Mem2B

Mem 2BNovember 24

Phone Gall from Accounting

"Guess what we found behind the out-going mail table when we pulled it awayfrom the wall todaythe check that wassipposed to go to Western Periodicals!We'll send another one to them airmail."


126121

F2

"How do you ex-pect me to run alibrary when youpeople are so care-less! I'm reportingthis to the front of-fice."

G2

"Well, at least thatmystery is solved!"Call Western Period-icals and apologize.

H2

"Well, at least thatmystery is solved!"Write Western Peri-odicals a letter ofapology.

12

"Thanks for tellingme." Say nothing toWestern Periodicalssince they have beenso nasty.

J 2


\/

Mem2C

Mem 2C

11/4

November 24

Phone Call from Accounting

"Regarding that check we sent to West-ern Periodicals, the bank has no recordthat it was ever cashed. What do youwant us to do now?


7 "Better check yourbooks and recordsto be sure that itwas sent."

" Just forget thewhole thing. West-ern Periodicals prob-ably lost it."

L2

M2

"Send them a newcheck and stop pay-ment on the otherone. It must havegotten lost some-where."

N2

"Send Western Peri-odicals a letter stat-ing that your rec-ords show the billwas paid but thecheck nevercashed."

127.122

02

Say something else;take other action_(Ty pe what youwould say or what

. action you would

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