STUDY: TAX PREPARATION REPORT
See accompanying Explainer and
From: [Tax Preparer/Training Supervisor] 7/26/90
TO : [Manager] [Company]
Subject: Demonstration test of charting retirement distribution
At your suggestion, I worked with Dave Cox and some of our people to
try out an unusual way of charting complex information. You suggested
that how to determine eligibility for averaging and lump sum handling
of retirement distributions would be a real test of the method and its
usefulness to us.
This report summarizes what we did and the results.
The process we used was to give Mr. Cox information about 4972, and he
would incorporate it into the chart. It required a lot of discussion
and revision to get the picture we wanted.
The charting method uses about 10% of the number of words in
instructions in training manuals, according to Mr. Cox, and are far
easier for people to learn from and to use.
I verified the chart with some of our people as it developed. Valuable
changes were made.
Six instructors used the chart with about 70 students in basic classes
beginning in September of 1989.
1. The chart was universally appreciated. It is very concise and
practical. A copy is attached.
2. It saved time for customers. Preparers used the form with little or
no instruction. I did not receive a single question about what was in
the chart or its use. [This was most unusual].
3. The chart boosted confidence of instructors. It covers the intended
ground completely and visually.
4. The high receptivity by users made me feel that the test was a
realistic test for our work.
I recommend this charting method be used by [Company] for tax
preparation instructions that are complex -- where there are
variations on customer situations, where a variety of different rules
must be applied, and where many [Company] preparers and customers
invest their time.
[s] [Tax Preparer/Training Supervisor]
cc David Cox