Conference 7.286::digital

    Since you mentioned V4.0 (VMS?), those are available on-line using
    VTX with the keyword VMSDOC.
    Most kits have some documentation on line.  You can find them with
    the keyword KITSDIR (from VTX).
    If you have access to notes, you probably can get access to VTX.
    Therefore, you should be able to get most manuals.. or at least
    the on-line versions (some do not have all the artwork).
    If your system isn't set up for VTX, send mail to IAMOK::CVP.
    _bill

Yea, I've been there before... too cheap to buy anything! One good messup
because of old docs should convice them though, eh? (This happened to me once.
I fought a problem all day and a newer doc had the info that would have fixed
me up in two minutes. I got the new doc set.)

If you're set is pre VMS V4.4 then you might as well order a new set as SDC
can't help you anymore. (A bunch of manuals changed with V4.4)

You may want to talk you mgr into getting onto 'ADS' (Automatic Distribution
Service?).

If your VTX base is the right one (US Vidieotex Library) you can type
'VTX ADS' and get some info on it. There should be a certain code for VMS
manual set. Once registered you will get the updates automatically.

Lee

    [I absolutely HAVE to stop reading this Notesfile I cannot resist
    the temptation to reply...]
    
    I have already mentioned in another note in this conference that
    it took me two years before I got my first class.  It took three
    years to get on VMS distribution.  I now get all the updates, but
    I have never gotten a full doc set, so I don't even have binders.
    I am looking forward to 5.0 and my first doc set (if I don't get
    dropped from ADS before then for bugetary reasons).

    Moreover, I too was hired for my RSX experience - 5+ years of RSX
    systems programming, systems management, applications development,
    communications and graphics.  I have worked with PDPs for no more than
    6 months of the time I've been with DEC - my gain (OJT VMS training),
    the customer's loss. 
    
    On my 4th DAY with the company, I was sent out to do an RT-11
    install/troubleshoot.  I was LITERALLY asked "Can you spell RT-11?
    - then you'll do fine".  
    
    On my second week, I was sent to do my FIRST VMS install.  Keep in mind
    that at this point, I had never even had an account on a VAX in my
    life!  There was no documentation, so I was told to read the
    documentation once I got to the customer site and to tell them that I
    was "just checking the release notes". 
    
    Well, when I got there, I found this beautiful, brandy-new 11-780.
    It had big disks, big tape drives, etc.  So I started going through
    all the media.  Everywhere I looked, all I saw were floppies.  No
    tapes anywhere.  Finally I told the customer that somebody screwed
    up, and that without magtape I couldn't do the install.
    
    My customer was VERY good natured.  He simply said "Oh! I didn't
    realize that you couldn't use the console floppy drive for installs",
    and proceeded to open the cabinet and point out the console drive.
    
    What a shame I had to resist the temptation to say "Well, who ever
    thought of putting a floppy drive INSIDE the cabinet?" since I had
    never seen this done before (remember that PDPs do not have internal or
    intrinsic boot devices).  Instead I bought the customer lunch, and we
    joked about my RSX days (he was an ex-RSX programmer, too).
    
    I understand that the customer called my manager later, said he
    liked me a lot, but that if he ever sent him another greenhorn,
    there'd be hell to pay.

    Obviously my manager picked the right man for the job, though - without
    ever having SEEN a VAX I figured out how to do the installation - after
    a fashion.  A co-worker called me several months later, because I had
    been doing installs regularly, to ask me what types of things should go
    into SYSTARTUP.COM and SYLOGIN.COM.  Imagine her surprise when I said
    "S-Y what???". 

    But I took all this in stride.  What made me blow my cork was when
    I sat down to talk to my manager and he expressed his dissappointment
    with me because there had consistently been problems with all my
    installs, and he had had to send in someone with experience to
    straighten out the problems.  One and a half years after this
    discussion I got my first VMS class.
    
    By the way, it also took a year and a half before we got access to the
    network (I came on board in 83).  Our district discovered Notes because
    I was poking around the system directory one day and found a package
    called Notes-11 that a hacker who had left the company had installed.
    I figured it was a utility to manage "To Do" lists and tried it out! 
    
    And my office still functions at 1200 BAUD and has NO printer.
    
    [I'm going to pretend like its past my bedtime and stop now.  It
    gets worse, but I shouldn't document anymore - the rest is fit only
    for late-night sessions over a warm beer in a cheap bar]
    
    Jim {who has been with Digital longer than any other company he
         ever worked for - 5 years in July - which makes him a VERY
         old-timer in the field}
    

Doesn't anyone ever take this stuff up with the person responsible?  All
the unit managers are just following orders, running their shops so they
come out looking good on the metrics by which they are measured.  Those
metrics are set up (or at least approved) by a very few people at the top.

The people you need to convince are mostly in Stow, Massachusetts, in
building OGO1: 

	Vice president, Field Operations
	Vice president, Field Service - corporate
		(USA area manager is in WFR, US FS HQ)
	Vice president, Software Services - corporate
 		(USA area manager is in PKO3)
	Manager, corporate sales training

The field situation is the result of decisions made by these people or their
direct reports.  Whether they are aware of the results of the current
measurement policy, I can't say.  None of them read NOTES files, so complaining
here is not enough.  These people are awfully busy, by the way.

    The buck really stops at AREA management level (used to be region).
    The country manager is in STOW.  Going from one area to another
    is like moving between foreign countries.  The kinds of things which
    affect the "tightness of the belt" are meeting revenue budgets 
    (district and area), margin goals, customer satisfaction surveys
    etc...  
    
    If you are in a district or area that hasn't made budget or is way
    over the margin goal, then you are more likely to be forced into
    some ridiculous positions because of "expense control".  It used
    to be almost as bad in my area when I first came with the company
    (also in 1983) but has steadily improved (except for a brief period
    in 1985).  The bottom line is it's not like that EVERYWHERE in the
    Field.  

But the whole concept of making margin within the quarter, short term goals,
etc, is probably coming from the corporate level.  It is the short term
outlook that forces most of this stuff.

    Yeah, this is true.  The point that I was trying to make in .5 (perhaps
    unclearly) is that some of the "expense control" varies from area
    to area and CAN be a reflection of the character of the area manager.
    
    For example, if some HYPOTHETICAL area manager wants to really impress
    her/his boss, they might go the extra mile or two in holding down
    expenses.  This has happened before!  For the sake of my longevity
    at this employer, I won't go into details.
    
    
    

    Realistically speaking, a software specialist can't just raise this
    issue (even documented) to area or corporate management.  Being
    the "right thing to do" or not is pretty irrelevant -- I can't think
    of a much better way to commit career suicide.  Jumping over your
    management is definitely frowed upon, in general.  Especially when
    the upper management that you are bringing this to probably were
    instrumental in causing the status quo.

    Avoid such career limiting moves as taking this to higher management.
    
    Negotiate what you want:  Document in writing one weeks worth of
    actual incidents where your productivity was "impacted" because
    of the lack of documentation.  After your manager has read your
    emotion-free analysis, ask him or her for suggestions to improve
    your productivity, be sure to bring to that meeting a filled out
    Internal Software Order Form, and lead that discussion towards
    your desired outcome.  Indeed you might try to fix the process such
    that you'll be able to obtain whatever documentation you decide
    you need whenever you need it.
    
    Perhaps your manager doesn't want you to be a position where the
    questions that require you to have the documentation are necessary.
    As in "You're the industry consultant on wildlife management, if
    you're asked questions about VMS then tell the sales rep to call
    Colorado."  Get that in writing and tack it up on the wall.
    
    Sometimes, drastic steps are necessary, in the days of VMS 3.X/4.0
    one had to throw out their 3.X documentation... all of it in order
    to demonstrate that no documentation existed, period.
    
    Throw out enough to create 14 binders worth of shelf space if you need
    to. Today anything for VMS pre-VMS 4.4 belongs in the trash. 

    re .9
    
    I agree completely that your suggestions are the correct procedure
    to work through your manager to get the resources you need.
    
    However, my personal belief is that the manager is there for ONE
    reason - to provide the resources I need to do my job.  I spend
    much too large a portion of my day fighting with customers and fighting
    with coworkers and fighting with Colorado to spend even 15 minutes
    fighting with the one person who is supposed to be on my side, in
    order to get what should have been there in the first place.
    
    Give me the hardware and software, and I'll get the job done.  But
    after a day of scroungin resources that should have been there in
    the first place, I have no energy to to spend documenting how rough
    my day was.
    
    You are right, certainly.  But I am just too tired to take your
    sound advice.  (Especially since I have in the past, and gotten
    little by way of reward.  There is a turning point along the way,
    and I reached it a long time ago.)
    
    re "Expense control"
    
    Our Area manager has dictated that when SWS personnel travel together,
    that they SHARE hotel accomodations.  Think I should mention our
    "rough life" in the field to her?  (P.S.  No one has tested whether
    that applies to travelers of the opposite sex - that I know of!  ;-)   ).
    

re: .8

	Amen

Re: .2

	Whether true or not, one of our staff asked about ADS, and was told
	that the field can't subscribe to it. I guess I'll ask again.

re: .3

	Jim, do I know what you mean! I just got a chat about being more 
	productive from my Unit Manager, who doesn't manage. I was asked for
	a VMS training schedule - so I made up a comprehensive 12 course
	schedule for all the stuff I'd need. I was asked to choose 2 or 3
	core courses and fill the rest with SPI. Then, I was asked to walk
	around the building (not the unit) to see who still had what in
	stock, so we wouldn't have to order. Presenting an internal s/w
	order form for VAXcluster system management SPI ($341.50) today,
	I was asked if I couldn't use someone else's lecture course notes
	instead.

	In the meantime, my first client, after asking for my resume, is
	limiting my time in the account due to my lack of VAX knowledge -
	at $100+/hr, who can blame them? This is going to show up at my
	review, and it ain't my fault. There are times when one is cutting
	off one's nose (knows?) to spite their face...

>	Whether true or not, one of our staff asked about ADS, and was told
>	that the field can't subscribe to it. I guess I'll ask again.

    But but but...I thought that ADS was just for the field. I was told
    that letting non-field people on ADS was/is an after thought. THE
    BUFFER is subscribed to through ADS. Isn't that for the field anymore?

    			Alfred        

re. < Note 472.1 by WELKIN::ADOERFER >


>    Since you mentioned V4.0 (VMS?), those are available on-line using
>    VTX with the keyword VMSDOC.
>    Most kits have some documentation on line.  You can find them with
>    the keyword KITSDIR (from VTX).
>    If you have access to notes, you probably can get access to VTX.
>    Therefore, you should be able to get most manuals.. or at least
>    the on-line versions (some do not have all the artwork).
>    If your system isn't set up for VTX, send mail to IAMOK::CVP.
>    _bill

I've been at Digital for 2 1/2 years working in PSS. I just got a terminal
3 weeks ago. Previous to that my only access to E-net has been from a PC on a 
1200 baud dial-up line. I (for the moment, knock on wood) have my own desk (3
feet by 2 feet) with one overhead storage compartment and one file cabinet...
Not enough for the VMS doc set (our unit has one)... Most of the others in our 
unit are sharing 2 people to a desk... 

My point in all of this is that a LOT of people assume that when you come to 
Digital you get a desk and a terminal... NOT SO ! E-net access in some places 
is as difficult to get as doc sets and training... With a move to a new building
our network access has measurably improved but I know that there are places
out there where field people don't have either desks or terminals.

-Ed

    I thot policy was found in the orange Personnel and Policy book.
    
    I would believe an unwritten policy is not worth the paper it is
    printed on.
    
    /s/ Jim Williams

    [Formerly note 472.14]

    re .11,.12
    
    What one has to be careful about, at least in the field, is the magic
    word "policy".
    
    "Policy", as I have seen it used, may be anything from a mandate by Ken
    Olsen to a unit manager having a fight with their spouse. 
    
    Be sure and check exactly what "policy" is being referred to.
    

    
    
    	re. Lack of Equipment
    
    	Have your F.A. or whoever is incharge of getting you equipment
    	to check out Digital Idle Asset Log ( D.I.A.L.). Many times
    	you can get equipment that is in good working order that has
    	been depreciated down to zero; in other words FREE equipment.
    
    						Mike
    						----

    RE: .-1
    
    However, maintenance costs on most of this equipment, as well as
    computer room requirements will result in mgmt not accepting it.
    
    We had 'our' 780/730/11-23 surplused for those reasons 5 months
    ago, and the official edict is all such equipment in other offices
    in our Area will go the same way.
    
    In exchange we've been granted a uVAXII (which just arrived Mon.).

    re the last few.. we've built a kingdom out of ROTATIONAL (that's
    'For Sale' to you) equipment. Gets a bit shakey come year-end.
    Thank heavens year-end only comes twice a year. Get it ? Corporate
    vs. Field year ends.. ha, ha.
    
    Here's a good one. Area has mandated that all SWS and Sales use
    some centralized All-In-1 (did I do that right?) systems for all
    mail. Of course this system is bounded, allowing no DCL access.
    
    Well, we're remote, in another state, linked thru Vitalinks. The
    speed is okay. However, we have a mux line that we're already
    paying for, that happens to have a printer attached. We would like
    to have the A1 system manager set up a que pointing at this printer.
    It turns out that, due to a new policy, our office will have to
    PAY FOR (twice!) any line which attaches to a printer que.

    karl moeller principal sws     

    Re: -1 and "(did I do that right?)"
    
    Nope, it's "ALL-IN-1" and I'll send you a poster.

    As for war stories...
    
    I won the job of SYSGENning an RSX machine in Nashua (another DEC
    plant, fortunately!) on the grounds that I'd once used a RSTS machine;
    
    RSTS 4A, back in 1973...
    
    Had it been an external customer, and not another DEC site, I don't
    think I would have had the intestinal fortitude to try to wing it.
    
    Dick (who has since left that wonderful group, and no longer gets
    regularly scheduled heartburn, nor chest pains)

    I was once sent to give some PDP-8 (OS/8) training.   My entire
    exposure to PDP-8's had been to use TECO to create a file.  The guy
    knew I was BS'ing him, and I knew he knew.  I cut the session short,
    called management (who should have never sent me in the first place;
    the designated person had another commitment) and got it all
    straightened out.

I've got a new one...

	Customer is converting from PDP-11/23 to MicroPDP-11/53. Copied his
	data in BRU format (claims it's the only way it works - can't get 
	FLX to do it or PIP).

	Took his tape to the only machine in the office with a TS05, since I
	needed to copy it to TK50 for the new CPU. Behold, [000000] was write-
	locked, so I couldn't create directories with the /UFD switch.

	Went to system manager, who refused to change my privs (NETMBX and
	TMPMBX) or unlock the master directory. So did his boss, who says
	Area forced him to give out no more privs.

	Meanwhile, my customer has sat on his hands for 3 days now...

Dontcha love it? 8`(

    What ever happened to, "Do the right thing"?
    
    How about getting together with the system manager and having him watch
    you do the job while using higher privs? That way, you get the job
    done, and the system manager remains assured that you aren't up to no
    good, security wise. Tomorrow is Friday. Buy him a beer afterward, and
    figure out some way to charge it on your expense account. DEC should
    pay for it. 

    re: .0, .1
    
    Does this "metrics" measurement also include escalating problem
    calls up through CSSE ?
    
    Several times during the past year or so, I became aware that some
    customers had  had some serious problems. When I suggested to the
    field people that they 'escalate' the calls (open  a CLD or a PRISM)
    they acted as if I had committed blasphemy. At other times, some
    SWS people were trying to help their customers through 'casual'
    contacts, instead of pushing FS engineers to escalate the calls.
    
    Meanwhile all this junk is goig on, the warranty clocks are running
    out; customers get ticked off; and some people wonder why our customers
    walk away.
    
    Feel free to respond to me directly, or here.
    
    Bob CSS::EARLY
   
    

    CLD's are reserved for those customers who are either down or whose
    business is being seriously, negatively impacted by our product's
    performance (lack thereof).  They are a marvelous tool when properly
    used.  However, if abused, they tend to dilute the effectiveness
    of the entire process.  By all means, if the problem has been wrung
    out thru proper escalation and remains, and if the problem is indeed
    impacting the customer to this degree, open a CLD...don't let the
    problem fester until there is a lawsuit pending... 

what's a CLD?

    Actually in the context of the last few replys a CLD is referring
    to CSSE's Problem Reporting System. I believe that CLD stands for
    "Central Log Desk" or something like that. It is one of the ways
    that various engineering groups keep track of design problems reported
    by the field.
    
    Joe

    Having received one of these on some PRO software, I was told the
    letters stand for Command Logging Desk.  It boils down to a real
    high priority SPR.

     At the time I left the field a couple of years ago, the term CLD meant
     Central Logging Desk. The purpose of the CLD was to facilitate the
     tracking of serious problems with a customer's system. When a problem had
     gone on for some amount of time (variable), the problem manager (usually
     the Unit Manager at the local Field Service office that services the
     customer) in consultation with the customer and Field Service Support,
     would open a CLD. This gives the problem visibility at higher levels. I
     believe also that the appropriate CSSE group for the type of system
     involved monitors open CLDs. The whole idea is to make sure that the
     customer's problem is taken care of, no matter what it takes.

     There are also times when a CLD will be opened at the start of an
     installation. This occurs when the higher ups want more detailed tracking
     and faster response to possible problems because a certain family of
     computer is having more than its share of troubles.

     The field is always changing. I hope the above isn't too far out of date.

						Terry