doctiment resume - ericdoctiment resume 009 345 ricketson, d schley; and, others implementation of...
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AUTHORTITLE
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)
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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
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Not Identified
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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
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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
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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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puts
)
A 1
. Job
Titl
e (p
! 9)
A 2
. MO
S J
ob S
truc
ture
I(p
9)A
3. D
uty
Pos
ition
(p
9)A
4. U
nits
& O
rgan
izat
ions
Ass
igne
d (p
9)
A 5
. Rel
ated
Uni
ts, O
rgan
izat
ions
.&
MO
S (
o 9)
A 6
. Maj
or J
ob R
equi
rem
ents
(p
9)A
7. W
ork
Env
ironm
ent (
p 9)
A 8
. Sup
ervi
sion
& A
ssis
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
CV
lin",
co
ccct
et e
t et l
et e
t
Dire
ctio
ns fo
r S
corin
g (p
68)
Tes
t Val
idat
ion
(p 8
8)T
est i
nstr
umen
ts (
p 64
)pe
rcen
t of S
tude
nts
Ach
ievi
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
ing
Tes
t I n
stru
me
ntD
efic
ienc
ies
(p 7
5)S
5. I
nter
pret
ing
Stu
dent
Per
form
ance
(p
76)
S 6
. Tes
t Res
ults
Rep
ort (
p 76
)S
7. M
onito
ring
Trn
g. Q
ualit
y &
Adj
ustin
g T
rng.
Pro
gram
! (o
77)
Tra
inin
g Q
ualit
y C
ontr
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 Sufficient Field Field TasksRange
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 ...
(Choose one response)
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 ...
(Choose one response)
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 ...
(Choose one response)
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 ...
(Choose one response)
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
Say something else;take other action
(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 ...
(Choose one response)
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
Take other action(Type the actionyou would take)
Mem2COctober 14
Phone call from Head, Administrationand General Services
"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 ...
(Choose one response)
"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
Say something else;take other action
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.
Would you ...(Choose one response)
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
Take other action(Type the actionyou would take)
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
Would you ...(Choose one response)
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
Take other action(Type the actionyou would take)
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
Would you ...(Choose one response)
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?
Would you ...(Choose one response)
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
Phone call from Head, Administrationand General Services
"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
FURLOnly "Official" Mouthpiece
of the Field ResearchLaboratory
Protest Library Serenade
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?
Would you ...(Choose one response)
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 .
Phone call from Head, Administrationand General Services
"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?"
Would you say ...(Choose one response)
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 .
(Choose one response)
V3
"It sounds like agood idea. We don't Probhave enough room 3anyway."
"I'll call you backafter I think aboutit."
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
Phone call from Head, Administrationand General Services
"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?"
Would you say ...(Choose one response)
"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
Say something else;take other action(Type what youwould say or actionyou would take)
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
Would you ...(Choose one response)
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
Take other action(Type action youwould take)
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
Take other action(Type the actionyou would take)
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..
Would you ...(Choose one response)
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
Take other action(Type the actionyou would take)
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
(Choose one response)
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
Take other action(Type the actionyou would take)
MemSE
75
FU RLOnly "Official" Mouthpiece
of the Field ResearchLaboratory
Protest Library Serenade
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?
Would you ...(Choose one response)
Send a statement ofyour beliefs to theFU RL
135
Protest to theFURL editor about Probthis low blow to li- 3brary public rela-tions
CS
Ignore the "news"item
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
Take other action(Type action youwould take)
Prob3
Mem5B
MemSBOctober 15
Phone call from Head, Administrationand General Services
"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?"
Would you say ...(Choose one response)
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
Say something else;take other action(Type what youwould say or actionyou would take)
Prob3
Prob3
Prob3
Mem5COctober 14
FURLOnly "Official" Mouthpiece
of the Field ResearchLaboratory
Protest Library Serenade
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?
Would you ...(Choose one response)
K5
Send a statement ofyour beliefs to theFU RL
Prob3
L.5
Protest to theFURL editor aboutthis low blow to li-brary public rela-tions
M5
Ignore the "news"item
Prob3
N5
Show the FURL ar-ticle to the Head,AGS, as an exampleof the troubleimakers in your divi-sion
Prob
Take other action(Type action youwould take)
78
Mem5D
MemSDOctober 15
Phone call from Head, Administrationand General Services
"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?"
Would you say ...(Choose one response)
PS
"I'd rather dispensewith the music thansee the researchershave to use anotherarea."
Q5
"It sounds like agood idea. We don'thave enoughanyway."
R5
"I'll call you backafter I think aboutit."
84
S5
"I think you
other area."
defeating the pur-pose of the piped
the researctieb,an-music if _you give
79
are
T5
Say something else;take other action(Type what youwould say or actionyou would take)
Mem5E
Mem.5EOctober 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. 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
"I'd rather dispensewith the music thansee the researchershave to use anotherarea."
vs
"It sounds like agood idea. We don'thave enough roontanyway."
W5
"I'll call you backafter I think aboutit."
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."
Would you say ...(Choose one response)
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?"
Would you say ...(Choose one response)
"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.
Would you ...(Choose one response)
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."
Would you say(Choose one response)
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
Phone call from Director, FRL
"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."
Would you say ...(Choose one response)
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
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)
Ignore the note andhope Mrs. Stone willforget the wholething.
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."
Would you say ...(Choose one response)
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
Say something else;take other action.(Type what youwould say or actionyou would take)
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."
Would you say ...(Choose one response)
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
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. 1 told yoti hehad it. I think someone owes me anapology.
Would you ...(Choose ope response)
9
G2
Ignore the note andhope Mrs. Stone willforget the wholething.
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.
Would you ...(Choose one response)
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
Take other action.(Type the actionyou would take.)
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.
Would you ...(Choose one response)
( 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
Take other action.(Type the actionyou would take.)
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
Take other action.(Type the actionyou would take.)
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.
Would you ...(Choose one response)
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
Take other action.(Type the actionyou would take.)
Prob4
Prob4
Mem3C
Mem3COctober 29
Phone call from Jay Ward
"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."
Would you say ...(Choose one response)
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
Say something else;take other action.(Type what youwould say or actionyou would take)
Mem3D
P3
"I did apologize.Jay Ward is such ahot head he prob-ably didn't hearme." Do nothing
Mem3DOctober 29
Phone call from Director, FRL
"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
Say something else;take other action.(Type what youwould say or actionyou would take)
'.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
Take other action(Type the actionyou would take)
Mem14October 28
Phone call from Director, FRL
"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?"
Would you say ...(Choose one response)
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
Say something else;take other action.(Type what youwould say or actionyou would take.)
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.
Would you ...(Choose one response)
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
Take other action.(Type the actionyou would take.)
Prob4
Prob4
Prob
Prob4
ti
Mem4B
Mem4B
November 2
Phone call from Jay Ward
"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."
Would you say ...(Choose one response)
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!"
Would you say ...(Choose one response)
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
Say something else;take other action.(Type what youwould say or actionyou would take)
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.
Would you ...(Choose one response)
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.
Take other action.(Type the actionyou would take.)
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."
Would you say ...(Choose one response)
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!
Would you ...(Choose one response)
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
Take other action.(Type the actionyou would take.)
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.
Would you ...(Choose one response)
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.
Take other action.(Type the actionyou would take.)
107 .
Mem5B
October 29
Phone call from Director, FRL
"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."
Would you say(Choose one response)
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
Say something else;take other action.(Type what youwould say or actionyou would take.)
IMic170q6e11141111111111emw
MemSC
KS
"Go right ahead.And I'll ask them tocheck your officebook collection,too."
Prob4
tvlemSC
October 27
Phone call from Jay Ward
"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
Say something else;take other action.(Type what youwould say or actionyou would take.)
Prob4
109
PSMemSD
"Go right ahead.And l'H ask them tocheck your officebook collectiontoo."
Mem5D
October 27
Phone call from Jay Ward
"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."
Would you say ...(Choose one response)
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
Say something else;take other action.(Type what youwould say or actionyou would take.)
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?
Would you ...(Choose one response)
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
Would you ...(Choose one response)
11
Ignore letter sinceyou feel sure the billhas been paid.
12
Check with the ac-counting depart-ment
Take other action.(Type the actionyou would take.)
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:
Would you ...(Choose one response)
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
Say something else;take other action.(Type what youwould say or actionyou would take)
Mem1C
Mem 1C
DISTRICT COURT FOR THESTATE OF TEXAS
Civil Action, Xle Number 18903
Western Periodicals, PlaintiffV.
Double XYZ Oil Companyand
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 1,92035 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
Would you ...(Choose one response)
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?"
Would you say ...(Choose one response)
"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
Would you ...(Choose one response)
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."
Would you say ...(Choose one response)
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
Western Periodicals, PlaintiffV.
Double XYZ Oil Companyand
Pat Brown, Defendants
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
Would you ...(Choose one response)
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."
Would you say ...(Choose one response)
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
Say something else;take other action.(Type what youwould say or actionyou would take)
\/
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?
Would you say ...(Choose one response)
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