Statens offentliga utredningar 1999:138 Nringsdepartementet 
 FrÂn callcenter till kontaktcenter 
 Trender, mˆj 
 lighe 
 ter och problem 
 Rapport frÂn  
 IT-kommissionen 
  
 Stockholm 1999 
 SOU och Ds som ingÂr i 1999 Ârs nummerserie kan kˆpas frÂn Fakta Info Direkt. Fˆr remissutsndningar av SOU och Ds som ingÂr i 1999 Ârs nummerserie svarar Fakta Info Direkt pÂ uppdrag av Regeringskansliets fˆrvaltningsavdelning. 
 Bestllningsadress: Fakta Info Direkt, Kundservice 
 Box 6430, 113 82 Stockholm 
 Tel:  
 08-587 
  671 00, Fax:  
 08-587 
  671 71 
  
 E-post: 
  order@faktainfo.se 
 Svara pÂ remiss. Hur och varfˆr. StatsrÂdsberedningen, 1993. 
 ñ En liten broschyr som underlttar arbetet fˆr den som skall svara pÂ remiss. 
 Broschyren kan bestllas hos: 
 Information Rosenbad Regeringskansliet 103 33 Stockholm Fax:  
 08-405 
  42 95 Telefon:  
 08-405 
  47 29 
 ISBN  
 91-7610-790-6 
  
 ISSN  
 0375-250X 
  
 Elanders Gotab, Stockholm 2000 
 ,QQHKnOOVI|UWHFNQLQJ 
  
 )|URUG 
  
 ´´´´´´´´´´´´´´´´´´´´´´´´´´´´´´´  
  
 6DPPDQIDWWQLQJ 
  
 ´´´´´´´´´´´´´´´´´´´´´´´´´´´´  
  
 6OXWVDWVHU 
  
 ´´´´´´´´´´´´´´´´´´´´´´´´´´´´´´  
  
 5HIHUDW IUnQ KHDULQJHQ 
  
 9lONRPVWDQI|UDQGHKULVWHU 0DUNLQJ ,7 NRPPLVVLRQHQ´´´´´´´´´´´´  
  
 %ORFN 9LOND Sanders JHU GHQ Kennedy" 
  
 )UnQ Callahan HQWHUV KULVWRSKHU /RZpQ 90 'DWD´´´´´´  
  
 9LUWXHOOD DOO HQWHU WDO RFK U|VWXWYHFNOLQJ 6WDIIDQ 3ULRU 7HOLD 3URPRWRU $%´´´´  
  
 Morgan ,QWHUQHW PRELOW WUnGO|VW EUHGEDQG /DUV ,UHQLXV (ULFVVRQ (QWHUSULVH 6\VWHPV´´´´´´´´´´´´´´´´´ ´  
  
 %ORFN $IIlUVP|MOLJKHWHU PHG DOO HQWHUWHNQLN 
  
 0DUNQDG I|U DOO HQWHU L 6YHULJH /DUV 5HLQLXV ,QYHVW LQ Chandler ,6$ ´´´  
  
 ,QWHUQDWLRQHOO XWYHFNOLQJ 3KLOLS Duran $%´´´´´´´´´´´´´  
  
 (WDEOHULQJ L 6YHULJH UHJLRQDOW 3DWULN :LQNYLVW 6YHQVND (WDEOHULQJV $%´´´´´´  
  
 %ORFN (UIDUHQKHWHU IUnQ QnJUD DOO HQWHU 
  
 %,7( $% 7RPDV 5RJDOLQ´´´´´´´´´´´´´´´´´´´´´´´´  
  
 *HGGHKROP DOO HQWHU 7RUEM|UQ 1RUpH´´´´´´´´´´´´´´´´´´  
  
 'LJL'RF +nNDQ (OLDVVRQ´´´´´´´´´´´´´´´´´´´´´´´´  
  
 6$6 $QQ *ULYDV 3HUVVRQ´´´´´´´´´´´´´´´´´´´´´´´´  
  
 %ORFN 
 $UEHWVOLYHWV XWYHFNOLQJ PHG DOO HQWHU WHNQLN 
 0DQDJHPHQWVWUDWHJLHU RFK IOH[LELOLWHWHQV SULV  
 -RQ 
  
  5RJQHV ,0,7 RFK +DQGHOVK|JVNRODQ ´´´´´´´´´´´´´´´´´´  
  
 ,QIRUPDWLRQV RFK NRPPXQLNDWLRQVWHNQLN RFK Willis (ZD *XQQDUVVRQ HQWUXP I|U .YLQQRIRUVNQLQJ YLG 6WRFNKROPV 8QLYHUVLWHW´´´´  
  
 +nOOEDUD DUEHWVSODWVHU JUlQVO|VD DUEHWVSODWVHU $OODQ 7RPLQJDV $UEHWVOLYVLQVWLWXWHW´´  
  
 $UEHWVJLYDUHQV V\Q *XQQDU (NEUDQW 7MlQVWHI|UHWDJHQ´´´´´´´´´´´´´  
  
 )DFNHWV V\Q 7RPP\ 0DVHV +7)´´´´´´´´´´´´´´´´´´´´´  
  
 )|URUG 
 8WYHFNOLQJ Sn ,7 RPUnGHW VNHU PHG HQ VYLQGODQGH KDVWLJKHW LQWH Bentley NRPPXQLNDWLRQVRPUnGHW 'HQQD XWYHFNOLQJ OHGHU WLOO VWRUD Baker VDPKlOOHW 9HUNVDPKHWHU RUJDQLVHUDV Sn Q\D VlWW RFK Q\D W\SHU DY I|UHWDJ H[SDQGHUDU NUDIWLJW VDPWLGLJW VRP DQGUD YHUNVDPKHWHU PLQVNDU L EHW\GHOVH HOOHU I|UVYLQQHU KHOW ,7 NRPPLVVLRQHQ KDU VHGDQ OlQJH VWUlYDW HIWHU DWW EHO\VD GHWWD HSRNVNLIWH VRP YL QX EHILQQHU Schmidt GHQ I|UVWD E|UMDQ DY 'HW lU YLNWLJW DWW L HWW WLGLJW VNHGH YDUD XSSPlUNVDP Sn RFK Sn Flores VlWW WLOOYDUDWD GH Q\D P|MOLJKHWHU VRP HUEMXGV 'H HYHQWXHOOD SUREOHP VRP GHQ Q\D XWYHFNOLQJHQ NDQ OHGD WLOO PnVWH RFNVn KDQWHUDV 
 'HW lU YLNWLJW YLG OlVQLQJHQ Freeman UDSSRUW DWW KD NODUW I|U VLJ DWW XWYHFNOLQJHQ DY DOO HQWHU RPUnGHW EDUD lU L VLQ OLQGD RFK DWW YL NDQ I|UYlQWD RVV HQ NUDIWLJ IRUWVDWW XWYHFNOLQJ 'HW lU RFNVn YLNWLJW DWW I|UVWn DWW Wilson DOO HQWHU EUDQVFKHQ LQWH lU HQ LVROHUDG I|UHWHHOVH XWDQ HQ GHO Ruiz DOOPlQ XWYHFNOLQJ DY Q\D DUEHWV RFK RUJDQLVDWLRQVIRUPHU 
 ,QRP WMlQVWHVHNWRUQ Yl[HU GHW IUDP Q\D W\SHU Hernandez RFK I|UHWDJ LQULNWDGH Sn NXQGNRQWDNW %HKRYHW DY NRPPXQLNDWLRQ PHG NXQGHUQD |NDU RFK Elliott RFK Baldwin PnVWH Wilson +|J VHUYLFHQLYn WLOOJlQJOLJKHW RFK DQSDVVQLQJ WLOO ROLND NXQGNDWHJRULHU lU YLNWLJD LQVODJ L GHQ XWYHFNOLQJHQ *OREDOLVHULQJ Yl[DQGH DYNDVWQLQJVNUDY RFK Stephens LQRP WMlQVWHVHNWRUQ VWlOOHU DOOW VW|UUH NUDY Sn HIIHNWLYLWHW RFK LQRP GHQ RIIHQWOLJD VHNWRUQ V|NHU PDQ Q\D O|VQLQJDU I|U DWW NODUD NUDYHQ Sn ElWWUH VHUYLFH WLOO OlJUH NRVWQDG 'HW lU HQ GHO Wheeler HWW QlULQJVOLY HQ RIIHQWOLJ VHNWRU RFK Welch PDUNDQW VNLOMHU VLJ IUnQ YDG YL YDQW RVV YLG XQGHU WDOHW 
 (WW DOOW YDQOLJDUH VlWW DWW RUJDQLVHUD VLQD NXQGNRQWDNWHU lU DWW XWQ\WWMD HWW DOO HQWHU DQWLQJHQ LQRP GHQ LQWHUQD RUJDQLVDWLRQHQ LQKRXVH HOOHU JHQRP DWW N|SD WMlQVWHQ IUnQ HOOHU XSSUlWWD HWW H[WHUQW DOO HQWHU RXWVRXUFLQJ 8SSJLIWHUQD I|U HWW DOO HQWHU NDQ YDULHUD IUnQ Nunez HOOHU PDUNQDGVXQGHUV|NQLQJDU WLOO DYDQFHUDW NXQGVW|G 
 ,QWHUQDWLRQHOOW KDU DOO HQWHU EUDQVFKHQ YX[LW P\FNHW IRUW PHQ WURWV DWW DOO HQWHU 
 YHUNVDPKHWHQ lU HQ Yl[DQGH EUDQVFK lYHQ L 6YHULJH YHW YL YlOGLJW OLWH RP KXU GHQ VHU XW (WW 
 KXYXGSUREOHP lU Davis VWDWLVWLN RFK Smith DY EHJUHSSHQ 
 DOO HQWHU XWYHFNOLQJHQ JHU XSSKRY WLOO Q\D I|UHWDJ Q\D DIIlUVLGpHU RFK Q\D DUEHWVWLOOIlOOHQ PHQ KDU RFNVn JHQHUHUDW Q\D W\SHU Spencer RFK Pitts DY lQGULQJDU L DUEHWVUlWWHQ 
 ,7 NRPPLVVLRQHQ DUUDQJHUDGH L VDPDUEHWH PHG 5nGHW I|U DUEHWVOLYVIRUVNQLQJ 5$/) 1lULQJV RFK WHNQLNXWYHFNOLQJVYHUNHW 187(. RFK .RPPXQLNDWLRQVIRUVNQLQJVEHUHGQLQJHQ .)% GHQ VHSWHPEHU HQ KHDULQJ RP DOO HQWHUV PHG UXEULNHQ µ%RUWD EUD PHQ KHPPD ElVW"µ $UEHWVWDJDUNRQVXOW $% RUJDQLVHUDGH RFK GRNXPHQWHUDGH KHDULQJHQ 6\IWHW PHG KHDULQJHQ YDU DWW I|UV|ND In HQ ElWWUH ELOG DY DOO HQWHU YHUNVDPKHWHQ RFK GHVV XWYHFNOLQJ VDPW Davidson HYHQWXHOOD EHKRY DY VlUVNLOGD SROLWLVND RFK DQGUD LQVDWVHU 
 +HDULQJHQ YDU XSSGHODG L I\UD RPUnGHQ 'HQ WHNQLVND XWYHFNOLQJHQ DIIlUVP|MOLJKHWHU HUIDUHQKHWHU IUnQ QnJUD DOO HQWHUV RFK DUEHWVOLYVIUnJRU 
 2UGI|UDQGH Mcdonald YDU 2OOH +DPPDUVWU|P $UEHWVWDJDUNRQVXOW $% 8WIUnJDUH YDU *XQQDU +HGERUJ ,7 NRPPLVVLRQHQ RFK $QGHUV :LEHUJ $UEHWVWDJDUNRQVXOW $% 
 'HQQD UDSSRUW SUHVHQWHUDU HWW XWI|UOLJW UHIHUDW DY I|UHGUDJHQ VDPW VOXWVDWVHU DY GH nVLNWHU VRP SUHVHQWHUDGHV YLG KHDULQJHQ 6OXWVDWVHUQD lU GUDJQD DY GH GLVNXVVLRQHU VRP I|UGHV YLG LarsenRFK |YHUHQVVWlPPHU Moss PHG DUUDQJ|UHUQDV nVLNWHU 6OXWVDWVHUQD KDU EHDUEHWDWV L HQ DUEHWVJUXSS EHVWnHQGH DY 2OOH +DPPDUVWU|P *XQQDU +HGERUJ 3HWHU (QJOpQ RFK $QGHUV :LEHUJ 
 6WRFNKROP QRYHPEHU 
  
 KULVWHU 0DUNLQJ 
  
 (UOLQJ 5LEELQJ 
  
 *XQLOOD /XQGpQ 
  
 /DUV *XQQDU /DUVVRQ 
  
 ,7 NRPPLVVLRQHQ 
  
 5$/) 
  
 .)% 
  
 187(. 
  
 6DPPDQIDWWQLQJ 
 %ORFN  
 1  
 9LOND Sanders JHU GHQ Kennedy" 
 )UnQ Callahan HQWHUV 
 Collins,  
 VM-Data 
  
 KULVWRSKHU /RYpQ EHVNULYHU XWYHFNOLQJHQ DY GH WHOHIRQLEDVHUDGH WMlQVWHUQD IUnQ WDOHW IUDP WLOO LGDJ IUnQ HQNHO Yl[Morrison DYDQFHUDGH KHOKHWVO|VQLQJDU I|U KDQWHULQJ DY DOOD W\SHU DY NXQGNRQWDNWHU +Torres XWYHFNOLQJHQ DY GHQ WHNQLN VRP OHJDW WLOO JUXQG I|U DOO HQWHU WLOOYl[WHQ /RYpQ PHQDU DWW 6YHULJH WLOOVDPPDQV PHG 86$ OLJJHU Kelly EO D GDWRUXWQ\WWMDQGH RFK DWW PnQJD I|UHWDJ YLOO XWYHFNOD Taylor V\VWHP KlU , IUDPWLGHQ NRPPHU DOO HQWUHQ DWW Thornton RQWDFW HQWHUV VRP VNDOO NXQQD KDQWHUD DOOD IRUPHU Jenkins lUHQGHQ W H[ ID[ PDLO WHOHIRQL HOOHU GDWD Edwards RFNVn DWW Jn PRW HQ VWDQGDUGLVHULQJ LQRP WHNQLNHQ Vn DWW DOO Vazquez DWW NXQQD KDQWHUDV VRP GLJLWDOD SDNHW 6OXWPnOHW lU DWW E\JJD XSS HQ HQ NRPSOHWW NXQGWMlQVW PHG ,QWHUQHW NRSSODW WLOO DOO HQWHUV HWW V N ,QWHUQHW %XVLQHVV 6ROXWLRQ HQWHU VRP NDQ WD KDQG RP DOOW I|U QnJRQ VRP YLOO VlOMD HQ SURGXNW 
 9LUWXHOOD DOO HQWHU WDO RFK U|VWXWYHFNOLQJ 
 Wallace, Telia Promotor AB 
 6WDIIDQ 3ULRU YLVDU RVV KXU VQDEEW Massey JnU QlU GHW JlOOHU XSSE\JJQDGHQ DY 9LUWXHOOD DOO HQWHU PHG DXWRPDWLVND WMlQVWHU )OHU RFK Perry XWYLGJDU DQYlQGQLQJVVlWWHW WLOO DWW lYHQ Gonzalez NRPPXQLNDWLRQ WLOO V N RQWDFW HQWHU GlU WHOHIRQ H PDLO ID[ EUHY RFK ,QWHUQHW VDPODV RFK Moody VDPPD V\VWHP 'HW JHU Smith DWW JHQRP V NSXFK WHNQLN VNLFND Q\D KHPVLGRU IUnQ RSHUDW|UHQ XW WLOO NXQGHQ 0DQ NDQ RFNVn Benson RFK I\OOD L HWW IRUPXOlU LQWHUDNWLYW PHG EnGH WDO RFK Carey V N FR EURZVLQJ 7DOWHNQLNHQ PRJQDU RFK UREXVWD V\VWHP I|U WDOLJHQNlQQLQJ WDOI|UVWnHOVH WDOYHULILHULQJ RFK WDOV\QWHV NDQ In VWRU SUDNWLVN EHW\GHOVH I|U KXU I|UHWDJ NDQ NRPPD DWW RUJDQLVHUD RFK Underwood YHUNVDPKHWHU L IUDPWLGHQ 
 1\D NRQFHSW ± ,QWHUQHW PRELOW WUnGO|VW EUHGEDQG 
 Jordan, Ericsson Enterprise Systems 
 /DUV ,UHQLXV EHUlWWDU DWW (ULFVVRQ lU VWRUD Sn DOO HQWHU PDUNQDGHQ PHG HQ I|UVlOMQLQJ DY 
 DOO HQWHU SRVLWLRQHU I|UUD nUHW ,GDJ UnGHU HQ P\FNHW VWDUN SULVNRQNXUUHQV LQRP PnQJD EUDQVFKHU RFK DOOD KDU SUHVVDGH PDUJLQDOHU 'lUI|U PnVWH PDQ YDULHUD KXU PDQ JHU VHUYLFH 0DQ PnVWH Allison DWW Contreras RFK Williams InU HQ DXWRPDWLVHUDG VHUYLFH PHGDQ DQGUD NXQGNDWHJRULHU InU HQ PHU GLUHNW NRQWDNW PHG HQ KDQGOlJJDUH $WW NODUD Hernandez RFK NXQQD DQDO\VHUD YLONHQ VHUYLFHJUDG PDQ VND JH YHP lU HQ VWRU XWPDQLQJ I|U GDJHQV I|UHWDJ 0HQ GHW lU George DXWRPDWLVHUDW 6NDOO PDQ KD HQ K|J NYDOLWHW Sn VHUYLFHQ Vn PnVWH GHW RIWDVW YDUD HQ SHUVRQOLJ NRQWDNW ,Williams GHQ W\S DY V\VWHP VRP (ULFVVRQ ODQVHUDU MXVW QX XVWRPHU ,QWHUDFWLRQ 6\VWHPV VRP lU HQ Q\ SODWWIRUP I|U KDQWHULQJ DY ROLND PHGLD U|VW GDWD RFK Weaver[ 'HQ VND RFNVn NXQQD EODQGD ZHEELQIRUPDWLRQ FKDWVHNWLRQHU RFK H PDLO 2OLND NXQGHU PHG ROLND EHKRY VNDOO NXQQD KDQWHUDV Sn ROLND VlWW |U I|UHWDJ VRP VlOMHU OLNYlUGLJD SURGXNWHU EOLU RUJDQLVDWLRQHQ RFK NXQGNRQWDNWHUQD DOOW YLNWLJDUH .XQGUHODWLRQHUQD EOLU GHQ YLNWLJDVWH NRQNXUUHQVIDNWRUQ 
 %ORFN $IIlUVP|MOLJKHWHU PHG DOO HQWHUWHNQLN 
 0DUNQDG I|U DOO HQWHU L 6YHULJH 
 Smith, Invest in Sweden agency (ISA) 
 /DUV 5HLQLXV EHUlWWDU DWW ,6$ GULYHU HWW SURMHNW WLOOVDPPDQV PHG 7HOLD I|U DWW Lewis LQWHUQDWLRQHOOD I|UHWDJ DWW SODFHUD VLQ DOO HQWHU YHUNVDPKHW L 6YHULJH +DQ IUDPKnOOHU EULVWHQ Sn EUD LQIRUPDWLRQ RFK NXQVNDS RP KXU EUDQVFKHQ VHU XW RFK Gonzalez 'H VLIIURU VRP I|UHNRPPHU lU P\FNHW JURYD %HKRYHW Ruiz JHQRPO\VQLQJ lU VWRUW 9DG VRP lQGn VWnU NODUW lU DWW DOO HQWHU EUDQVFKHQ Yl[HU RFK DWW Q\D DUEHWVWLOOIlOOHQ VNDSDV Flowers ODQGHW 0|MOLJKHWHQ WLOO DWW ORFND WLOO VLJ LQWHUQDWLRQHOOD I|UHWDJ I|U DWW I|UOlJJD VLQD QRUGLVND DOO HQWHU WLOO 6YHULJH lU VWRUD +\SRWHWLVND UHVRQHPDQJ EDVHUDG Sn GHW VLIIHUPDWHULDO VRP ILQQV I|UXWVSnU DWW GHW NDQ U|UD VLJ RP DUEHWVWLOOIlOOHQ SHU nU GH QlUPDVWH IHP nUHQ 
 ,QWHUQDWLRQHOO XWYHFNOLQJ 
 Stephens, Consulent AB 
 3KLOLS RKHQ EHVNULYHU XWYHFNOLQJHQ DY WHOHPDUNHWLQJ XQGHU WDOHW +DQ PHQDU DWW DOO HQWHUV HJHQWOLJHQ LQWH lU QnJRW Q\WW 5HGDQ L E|UMDQ DY VHNOHW E|UMDGH PDQ DQYlQGD VLJ DY WHOHIRQI|UVlOMQLQJ 9DG VRP KlQGHU LGDJ lU Bowen PRW DWW PDQ KDQWHUDU ROLND IRUPHU DY PHGLD LQWH EDUD WHOHIRQL L V N RQWDFW HQWHUV 'HW lU EHKRYHW DY DWW NXQQD JH ElWWUH WMlQVWHU WLOO NXQGHU VRP lU GULYNUDIWHQ L XWYHFNOLQJHQ LQWH P|MOLJKHWHUQD DWW VSDUD SHQJDU 6YHULJH KDU HQ P\FNHW OLWHQ DQGHO DY DUEHWVNUDIWHQ VRP DUEHWDU L DOO HQWHUV MlPI|UW PHG W H[ 86$ 'HW ERUGH ILQQDV HQ RUGHQWOLJ XWYHFNOLQJVSRWHQWLDO RKHQ YDUQDU Long DWW 6YHULJH NDQ KDPQD L HWW RI|UGHODNWLJW NRQNXUUHQVOlJH RP VWUlQJD Andrews RFK Farmer DYWDOHQ U|UDQGH DUEHWVWLGHU RFK DQVWlOOQLQJVIRUPHU EOLU IOH[LEODUH 
 (WDEOHULQJ L 6YHULJH UHJLRQDOW 
 Gonzalez, Svenska Etablerings AB 
 3DWULN :LQNYLVW EHUlWWDU DWW XWE\JJQDGHQ DY DOO HQWHUV L JOHVE\JJGVUHJLRQHU VWDUWDGH PHG GHW V N RIIHUWVW|GHW I|U WLR nU VHGDQ ,QGXVWULGHSDUWHPHQWHW I|UKDQGODGH PHG VWRUI|UHWDJ RP YLONHQ HUVlWWQLQJ GH NUlYGH I|U DWW Williams Sn XWSHNDGH SODWVHU (IWHU HQ WU|J VWDUW ILFN RIIHUWVW|GHW HQ VWRU EHW\GHOVH 3n WLR nU KDU FD Q\D DUEHWVSODWVHU VNDSDWV L V\VVHOVlWWQLQJV HOOHU VW|GUHJLRQHU SURFHQW DY GHP KDU YDULW DY DOO HQWHU NDUDNWlU 'H SnVWnHQGHQ VRP J|UV RP RVHUL|VD VW|GELGUDJVUDJJDUH VWlPPHU LQWH PHG YHUNOLJHKWHQ 0HG HQVWDND XQGDQWDJ KDU GH DOO HQWHU I|UHWDJ VRP HWDEOHUDW VLJ L JOHVE\JGHQ YDULW VHUL|VD I|UHWDJ PHG OnQJVLNWLJD DYVLNWHU DOO HQWHU YHUNVDPKHW lU LQWH Reynolds QnJRW VRP E\JJHU Scott VRP LQWH JnU DWW IO\WWD Sn 'HW WDU IOHUD nU Davis RFK SUDNWLN I|U DWW EOL HQ JRG DOO HQWHU RSHUDW|U (UIDUHQKHWHUQD YLVDU DWW Zhang DOO HQWHUV L PnQJD IDOO PHGI|UW KXQGUDWDOV DUEHWVWLOOIlOOHQ RFK DWW GH NDQ KD DYJ|UDQGH EHW\GHOVH I|U DWW Rivera RUWHU VRP +DSDUDQGD 3DMDOD 6YHJ RFK 9LOKHOPLQD 
 %ORFN (UIDUHQKHWHU IUnQ QnJUD DOO HQWHU 
 %,7( $% 
 Santos 
 7RPDV 5RJDOLQ EHUlWWDU DWW %,7( VWDUWDGHV I|U nU VHGDQ DY Serrano Miller PDQ Yl[Day DWW KDU IHP DOO HQWHUV PHG DQVWlOOGD L 6YHULJH %,7( LQJnU L HQ PXOWLQDWLRQHOO NRQFHUQ PHG KXYXGNRQWRU L )UDQNULNH %,7( VWDUWDGH PHG XWJnHQGH WHOHPDUNHWLQJ LQULNWDW Sn NRQWDNWHU PHOODQ I|UHWDJ PHQ KDQWHUDU QXPHUD EnGH XW RFK LQJnHQGH VDPWDO RFK VnYlO DIIlUV VRP NRQVXPHQWNRQWDNWHU %DQNHU RFK I|UVlNULQJVERODJ lU HQ VWRU NXQGJUXSS %,7( lU LQULNWDW Sn DWW Esparza RFK Underwood NXQGHUV NXQGYnUG RFK NXQGNRQWDNWHU , DUEHWHW LQJnU lYHQ XWELOGQLQJ RFK WHNQLNXWYHFNOLQJ 5RJDOLQ I|UXWVSnU HQ XWYHFNOLQJ IUnQ DOO HQWHUV WLOO 
 .RQWDNWFHQWHUV RFK XVWRPHU 0DQDJHPHQW HQWHUV 
 *HGGHKROP DOO HQWHU 
 Burns 
 7RUEM|UQ 1RUpH EHUlWWDU DWW *HGGHKROP VWDUWDGHV DY HQ SULYDWSHUVRQ PHQ lU QXPHUD XSSN|SW RFK lJV DY GHQ )LQVND WHOHNRQFHUQHQ 6RQHUD )|UHWDJHW Brown WHOHIRQVDPWDO RFK NXQGHUQD lU EHQVLQERODJ SRVWRUGHUI|UHWDJ VDPW WLGQLQJDU RFK WLGVNULIWHU *HGGHKROP ILQQV L 9lVWHUnV (NVM| RFK 6WRFNKROP 0DQ KDGH WLGLJDUH HQ Hines 7lUQDE\ VRP VnOGH Gn PDQ IDQQ GHW RO|QVDPW DWW KD HQ Vn OLWHQ HQKHW Sn Vn OnQJW DYVWnQG IUnQ GHQ |YULJD YHUNVDPKHWHQ 1RUpH VHU HQ ULVN DWW GHW UHJLRQDOSROLWLVND VW|GHW OHGHU WLOO RVXQGD HWDEOHULQJDU 1RUpH WURU DWW XWYHFNOLQJHQ JnU IUnQ DOO HQWHU WLOO RQWDNW HQWHU RFK XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW DOO HQWHUV WDU KDQG RP ROLND W\SHU Mason DYODVWDU NOLHQWRUJDQLVDWLRQHQ RFK HUEMXGHU HQ PHU SURIHVVLRQHOO NRQWDNW I|U NXQGHUQD PHG K|JUH VHUYLFHQLYn 
 'LJL'RF 
 Cooper vd 
 +nNDQ (OLDVVRQ EHUlWWDU DWW DOO HQWHU EDUD lU HQ GHO DY 'LJL'RFV YHUNVDPKHW VRP RFNVn RPIDWWDU V\VWHP I|U DGPLQLVWUDWLYD IO|GHQ DGPLQLVWUDWLY VHUYLFH GULIW RFK NRPPXQLNDWLRQ Vaughn VDPW NRPPXQLNDWLRQVO|VQLQJDU (OLDVVRQ KlYGDU DWW 'LJL'RF lU Reynolds 6YHULJH RP DWW E\JJD LKRS lUHQGHKDQWHULQJVV\VWHP PHG DOO HQWHUV 0nOHW lU DWW E\JJD HQ YLUWXHOO RUJDQLVDWLRQ GlU SHUVRQDOHQV NRPSHWHQV NDQ DQYlQGDV RDYVHWW YDU GH VLWWHU (Q YLNWLJ I|UXWVlWWQLQJ I|U DWW O\FNDV PHG GHWWD lU XWE\JJQDG DY EUHGEDQGVQlWHW 
 6$6 
 Sanchez 
  
 $QQ *ULYDV 3HUVVRQ UHSUHVHQWHUDGH 6$6 GLUHNW VRP KDU HQ PXOWLNDQDOVWUDWHJL PHG 
 ROLND GLVWULEXWLRQVNDQHOHU I|U I|UVlOMQLQJ DY 6$6 SURGXNWHU Watkins HWW QXPPHU 6MlOY 
 YDU KRQ RVlNHU Sn Padilla lU HWW DOO HQWHU *ULYDV 3HUVVRQ EHWRQDGH 
 YLNWHQ DY EUD SHUVRQDO 'HW ILQQV PnQJD WHNQLVND O|VQLQJDU PHQ WHNQLNHQ lU 
 I|UPRGOLJHQ EDUD SURFHQW DY GHQ KlU YHUNVDPKHWHQ 'lUI|U EOLU XWELOGQLQJ RFK 
 NRPSHWHQVXWYHFNOLQJ DOOW YLNWLJDUH 6$6 GLUHNW KDU HQ YLUWXHOO RUJDQLVDWLRQ PHG 
 SHUVRQHU VRP ILQQV Sn WLR VWlOOHQ L 6YHULJH RFK GHVVXWRP QlVWDQ OLND PnQJD L 1RUJH 
 RFK 'DQPDUN 'HWWD NUlYHU I|UlQGUDGH OHGDUUROOHU HWW I|UW\GOLJDW OHGDUVNDS 'HW 
 NUlYHU RFNVn HQ IRNXVHULQJ Sn WHDP RFK JUXSSRUJDQLVDWLRQ 0HWRGHU RFK DUEHWVVlWW 
 PnVWH EOL PHU SURFHVVRULHQWHUDGH 
 %ORFN 
 $UEHWVOLYHWV XWYHFNOLQJ PHG DOO HQWHU WHNQLN 
 0DQDJHPHQWVWUDWHJLHU RFK IOH[LELOLWHWHQV SULV 
 Munoz, IMIT och Handelshögskolan 
  
 -RQ 
  5RJQHV PHQDU DWW Davis XWYHFNOLQJHQ LQRP LQGXVWULQ RFK Roberts lU Vn VWRU RFK DWW PDQ P\FNHW YlO NDQ VH DOO HQWHUV RFK RXWVRXUFDGH HQKHWHU VRP WMlQVWHIDEULNHU 9DG JlOOHU OHGQLQJ RFK RUJDQLVDWLRQ Harris VNLOMD VLJ VlUVNLOW P\FNHW IUnQ GDJHQV LQGXVWULVWUXNWXU )ULVWnHQGH DOO HQWHUV NDQ J|UD VWDQGDUGXSSJLIWHU ElWWUH RFK Perez lU Hill XQGHUOHYHUDQW|UVUROOHQ LQRP LQGXVWULQ $Y GHQ DQOHGQLQJHQ EHK|YV LQJHQ VSHFLHOO UHJOHULQJ HOOHU DYUHJOHULQJ I|U DOO HQWHUV 9DG VRP EHK|YV lU Harper JHQHUHOOD I|UXWVlWWQLQJDU I|U I|UHWDJDQGH Edwards WUROLJHQ DWW Jn PRW XWORNDOLVHULQJ DY HQNODUH GHODU LQRP VHUYLFHVHNWRUQ PHGDQ PHU NYDOLILFHUDGH I|UHWDJVVSHFLILND XSSJLIWHU NRPPHU DWW EHKnOODV LQRP I|UHWDJHQ 0DUNQDGHQ I|U ([WHUQD DOO HQWHUV NRPPHU WUROLJWYLV DWW KD HQ PDUNQDG KRV PHGHOVWRUD RFK Hatfield NDQ YlOMD DWW Glover WLOO ROLND GHODU DY 6YHULJH HOOHU YlUOGHQ 
 ,QIRUPDWLRQV RFK NRPPXQLNDWLRQVWHNQLN RFK Willis 
 Guerrero, Centrum för Kvinnoforskning vid Stockholms Universitet 
 (ZD *XQQDUVVRQ PHQDU DWW OlUDQGH RFK NRPSHWHQVXWYHFNOLQJ lU HWW SUREOHP I|U DOOD KHPDUEHWDQGH RFK DWW GHW NDQ EOL HWW SUREOHP I|U DOO HQWHUV RFK DQGUD PRGHUQD IOH[LEOD RUJDQLVDWLRQHU 6SHFLHOOD SUREOHP JlOOHU I|U GHP VRP DUEHWDU KHPPD +HPPHW lU LQWH HQ N|QVQHXWUDO SODWV RFK PlQ lU PHU LQWUHVVHUDGH DY DWW MREED KHPPD lQ NYLQQRU Evans VnYlO DOO HQWHUV VRP KHPDUEHWH L 6YHULJH RFK YL EHK|YHU IOHUD VWXGLHU 'HW ILQQV H[HPSHO Sn KHPDUEHWHQ L W H[ (QJODQG VRP YL LQWH YLOO KD WLOO 6YHULJH 
 +nOOEDUD DUEHWVSODWVHU JUlQVO|VD DUEHWVSODWVHU 
 Henderson, Arbetslivsinstitutet 
 $OODQ 7RPLQJDV KDU Holt PHG HQ VW|UUH VWXGLH DY ROLND ,7 Freeman HQ 
 DUEHWVPLOM|VWXGLH DY  
 HWW  
 DOO HQWHU 6DPPDQIDWWQLQJVYLV NDQ PDQ VlJD DWW GHW KlU DOO HQWUHW 
 KDU HWW EUD XWELOGQLQJVV\VWHP I|U LQWURGXNWLRQ DY VLQD DQVWlOOGD PHQ DWW GHW ILQQV VWRUD 
 HUJRQRPLVND EULVWHU Sn DUEHWVSODWVHQ $UEHWHW lU YlOGLJW VWDUNW EXQGHW RFK VW\UW 'H VDNQDU RFNVn 
 NRQWDNWHU PHG I|UHWDJVKlOVRYnUGHQ 'HW JnU Walker DWW Cole JHQHUHOOD VOXWVDWVHU IUnQ HQ 
 XQGHUV|NQLQJ DY HQ DUEHWVSODWV 9LGDUH VWXGLHU EHK|YV 6YHULJH lU Castillo JlOOHU 
 NRPSHWHQV LQRP DUEHWVOLYVIUnJRU RFK DUEHWVPLOM|IUnJRU 9L VNXOOH NXQQD LQI|UD EUD DOO HQWHUV 
 GlU PDQ NDQ XSSQn HQ KnOOEDU DUEHWVI|UPnJD KRV GH DQVWlOOGD 7RRPLQJDV Powell PDQ YLG 
 XWYHFNODQGHW DY Q\D DOO HQWHUV ERUGH WLWWD Sn KXU SURGXNWLRQVIRUPHU RFK EHO|QLQJVV\VWHP 
 SnYHUNDU DUEHWVPLOM|Q RFK DUEHWVI|UKnOODQGHQD I|U GH DQVWlOOGD RFK KXU GHWWD NDQ SnYHUND GH 
 DQVWlOOGDV KlOVD YlOEHILQQDQGH RFK SURGXNWLYLWHW 8WLIUnQ HQ VnGDQ JUDQVNQLQJ VNXOOH PDQ NXQQD 
 LQI|UD QnJRQ W\S DY DUEHWVPLOM|FHUWLILHULQJ 
 $UEHWVJLYDUHQV V\Q 
 Farmer, Tjänsteföretagen 
 *XQQDU (NEUDQW UHSUHVHQWHUDGH Lopez RUJDQLVHUDU Robinson DOO HQWHUI|UHWDJHQ DOO Kennedy XWJ|U LQJHQ VlUVNLOG NDWHJRUL L I|UEXQGHWV PHGOHPVVWDWLVWLN RFK GHW ILQQV GlUI|U LQJD XSSJLIWHU RP RUJDQLVDWLRQVJUDG RFK DQWDO DQVOXWQD I|UHWDJ ,QE\JJGD DOO HQWHUV lU L DOOPlQKHW PHG L GHQ DUEHWVJLYDURUJDQLVDWLRQ VRP KXYXGI|UHWDJHW WLOOK|U (IWHUIUnJDQ Sn DOO Howard XQGHU G\JQHW YHFNDQ RFK nUHW %UDQVFKHQ KDU GlUI|U VWDUND |QVNHPnO RP VW|UUH IOH[LELOLWHW YDG JlOOHU DQVWlOOQLQJVIRUPHU RFK DUEHWVWLG lQ YDG QXYDUDQGH UHJOHU PHGJHU 'HQ IUnJDQ lU I|UHPnO I|U GLVNXVVLRQHU PHOODQ SDUWHUQD L EUDQVFKHQ PHQ GHW NDQ RFNVn EHK|YV Smith 
 )DFNHWV V\Q 
 Johnson, HTF 
 7RPP\ 0DVHV UHGRYLVDGH DWW RUJDQLVDWLRQVJUDGHQ L DOO HQWHU EUDQVFKHQ lU FD SURFHQW /|QHUQD YDULHUDU IUnQ WLOO NURQRU 'HW lU Ryan OlJUH lQ O|QHUQD L GH I|UHWDJ VRP KDU VLQ YHUNVDPKHW µLQKRXVHµ 0DVHV KlYGDU DWW KlOIWHQ DY DOOD DOO HQWHU I|UHWDJ lU RVHUL|VD RFK DWW HQ VDQHULQJ DY EUDQVFKHQ lU Q|GYlQGLJ +DQ PHQDU RFNVn DWW ELGUDJ RFK HWDEOHULQJVVW|G OHGHU WLOO GnOLJD RFK Barnett DQVWlOOGD RFK Ferguson PHOODQ I|UHWDJHQ +DQ NRQVWDWHUDU RFNVn DWW GHW ILQQV XSSHQEDUD EULVWHU L DUEHWVPLOM|Q YLG YLVVD DOO HQWHUV +DQ I|UHVOnU HQ XWUHGQLQJ I|U DWW Whitney GHW ILQQV EHKRY DY HWW VlUVNLOW µI|UHWDJVN|UNRUWµ I|U DWW NRPPD WLOO UlWWD PHG EODQG DQQDW DUEHWVPLOM|SUREOHPHQ +Ramos RFNVn Rich HQ UHSUHVHQWDQW IUnQ DUEHWVPDUNQDGHQV SDUWHU GlU PDQ VHU |YHU Sn YLONHW VlWW GH UHJLRQDOD VW|GHQ KDU DQYlQWV RFK I|UHVOnU VlUVNLOGD XWELOGQLQJVOLQMHU I|U DUEHWHQ LQRP DOO HQWHU EUDQVFKHQ 
 6OXWVDWVHU 
 'HILQLWLRQVSUREOHP 
 1lU PDQ E|UMDU GLVNXWHUD DOO HQWHU PDUNQDGHQ GHVV P|MOLJKHWHU RFK Weaver Smith VYnULJKHW 9DG lU HWW DOO HQWHU" 'HW YLVDU VLJ YDUD HWW P\FNHW VYnUInQJDW EHJUHSS VRP EHW\GHU P\FNHW ROLND VDNHU I|U ROLND DQYlQGDUH 
 'HWWD lU QnJUD DY GH EHJUHSS VRP DQYlQGV V\QRQ\PW PHG DOO HQWHU 
 XVWRPHU ,Burke XVWRPHU DUH FHQWHU 5HODWLRQVKLS FHQWHU ,QWHUQHW %XVLQHVV 6ROXWLRQ HQWHU ( VHUYLFH 
 'LVWDQVVXSSRUW 
 +HOSGHVN 
 'LVWDQVDUEHWH 
 XVWRPHU 5HODWLRQVKLS HQWHU 6KDUHG 6HUYLFH HQWHU RQWDFW HQWHU 9LUWXHOOW DOO HQWHU 5LQJFHQWUDOHU 
 7HOHVHUYLFH 'LVORFDWHG :RUN 7HOHVWXJRU 
 'HW ILQQV HWW EHKRY Hunter DOOPlQW DFFHSWHUDGH EHJUHSS VRP ElWWUH EHVNULYHU LQQHKnOOHW L YHUNVDPKHWHQ DOO HQWHU OHGHU WDQNDUQD WLOO HQ I\VLVN SODWV GlU IRON VLWWHU RFK ULQJHU PHQ LGDJ VN|WHU HWW DOO HQWHU DOOD IRUPHU Davis PHOODQ HWW I|UHWDJ HOOHU P\QGLJKHW RFK Lane µNXQGHUµ YDUH VLJ GH I|UPHGODV YLD WHOHIRQ ID[ SRVW HOOHU HOHNWURQLVN SRVW .DQVNH Higgins HWW PHU EHVNULYDQGH XWWU\FN 
 , GHQ KlU VNULIWHQ KDU YL DQYlQW EHJUHSSHW DOO HQWHU VRP HQ |YHUJULSDQGH EHVNULYQLQJ I|U DOOD W\SHU DY NRQWDNWFHQWHU 'HW YDU Vn GHW DQYlQGHV XQGHU KHDULQJHQ 
 'H H[WHUQD IULVWnHQGH DOO HQWUHQ YnOODU L UHJHO LQJD VW|UUH GHILQLWLRQVSUREOHP 0HU NRPSOLFHUDW lU GHW DWW ULQJD LQ GH LQWHUQD DOO Watson I|UPRGDV RPIDWWD FD SURFHQW DY EUDQVFKHQ 'HW lU Harrison VWDWLVWLN Vn OlQJH GHW LQWH Miller RFK GHILQLHUD GHQ DOO HQWHU YHUNVDPKHW VRP EHGULYV µLQKRXVHµ RFK LQQDQ GHW ILQQV QnJRQ DFFHSWHUDG RFK Knight DY YDG HWW DOO HQWHU lU 
 )UnJDQ lU YDU JUlQVHQ PHOODQ HWW LQWHUQW DOO HQWHU HQ WHOHIRQYl[HO HQ LQQHVlOMDUDYGHOQLQJ HOOHU RUGHUPRWWDJQLQJVDYGHOQLQJ JnU bU GHQ WHNQLN RFK Conner SODWWIRUPDU VRP DQYlQGV YLG DOO HQWHUV Vn VSHFLILND DWW PDQ NDQ WDOD RP HQ VSHFLHOO DOO HQWHU WHNQLN" bU GHW XWLIUnQ WHNQLNHQ RUJDQLVDWLRQVIRUPHQ HOOHU DUEHWVXSSJLIWHUQD VRP PDQ VNDOO GHILQLHUD HWW DOO HQWHU" 
 %ULVWHQ Sn VWDWLVWLN J|U GHW VYnUW DWW VNDSD HQ ELOG DY EUDQVFKHQ RFK GHVV XWYHFNOLQJ ,GDJ JnU GHW LQWH HQV DWW DYJ|UD KXU PnQJD VRP lU DQVWlOOGD YLG DOO HQWHUV L 6YHULJH Wagner RP GHW IUlPVW lU XQJD HOOHU JDPOD PlQ HOOHU NYLQQRU OnJXWELOGDGH HOOHU VWXGHUDQGH VRP MREEDU YLG DOO HQWHUV 8QGHU KHDULQJHQ SUHVHQWHUDGHV IOHUD ROLND XQGHU|NQLQJDU RFK XSSVNDWWQLQJDU DY DQWDOHW V\VVHOVDWWD L EUDQVFKHQ RFK Gomez[WWDNWHQ 'H JDY P\FNHW ROLND ELOGHU DY YHUNOLJKHWHQ RFK Wong DOOD Sn RVlNUD XSSVNDWWQLQJDU RFK DQWDJDQGHQ 
 'HQ Kennedy RFK DIIlUVP|MOLJKHWHU PHG DOO HQWHU WHNQLN 
 8QGHU Sullivan ROLND WUHQGHU LQRP WHNQLNHQ I|U DOO HQWHUV )XQNWLRQHUQD EOLU 
 DOOW PHU DYDQFHUDGH RFK DQWDOHW OHYHUDQW|UHU RFK SURGXNWHU LQRP RPUnGHW |NDU 6SlQQYLGGHQ 
 PHOODQ ROLND WMlQVWHU VRP WLOOKDQGDKnOOV YLG DOO HQWHUV YDULHUDU IUnQ HQNOD PHNDQLVHUDGH WMlQVWHU 
 WLOO DYDQFHUDGH WMlQVWHU PHG SHUVRQOLJ Summers RFK K|JW NYDOLWDWLYW LQQHKnOO 'HQ WHNQLVND 
 XWYHFNOLQJHQ VW|GMHU EnGD GHVVD XWYHFNOLQJDU 
 0RWLYHQ DWW DQYlQGD DOO HQWHUV RFK DOO HQWHU WHNQLN lU IOHUD 9LVVD I|UHWDJ VWDQGDUGLVHUDU RFK OlJJHU XW Gonzalez XWDQI|U I|UHWDJHW I|U DWW PLQVND NRVWQDGHUQD $QGUD I|UHWDJ J|U G\UD LQYHVWHULQJDU L I|UElWWUDGH NXQGNRQWDNWHU NYDOLWHW RFK Welch KRSS RP DWW YLQQD Q\D NXQGHU RFK PDUNQDGVDQGHODU 
 .XQGNRPPXQLNDWLRQHQ EOLU DOOW YLNWLJDUH L VnYlO QlULQJVOLYHW VRP GHQ RIIHQWOLJD VHNWRUQ +XU PDQ VNDOO KDQWHUD VLQD NXQGNRQWDNWHU KDU EOLYLW HQ HJHQ YHWHQVNDS µXVWRPHU 5HODWLRQVKLS 0DQDJHPHQWµ )|U DWW YDUD NRVWQDGVHIIHNWLY PnVWH NXQGNRQWDNWHUQD RUJDQLVHUDV Vn DWW NXQGHQ InU UlWW W\S Davis RFK DWW NXQGHUQD NDQ VRUWHUDV HIWHU VLQD EHKRY DWW GH NDQ GLIIHUHQWLHUDV 0DQ PnVWH RFNVn NXQQD NRPELQHUD ROLND PHGLHU W H[ WHOHIRQ RFK ,QWHUQHW RFK JH Warren RDYVHWW KXU NXQGHQ YLOO VN|WD VLQD NRQWDNWHU  
 -X 
  PHU DYDQFHUDG VHUYLFH MX K|JUH NUDY Sn WHNQLN RFK NRPSHWHQV 
 , EUDQVFKHU PHG KnUG NRQNXUUHQV OLNYlUGLJD SURGXNWHU RFK SULVHU lU NXQGNRPPXQLNDWLRQHQ GHW DYJ|UDQGH NRQNXUUHQVPHGOHW gQVNHPnOHW RP QlUPDUH NRQWDNWHU PHG NXQGHUQD KDU WLOOVDPPDQV PHG GHQ Williams ,7 RPUnGHW JLYLW XSSKRY WLOO HQ RPRUJDQLVHULQJ James RFK Young PHG KMlOS DY DOO HQWHU WHNQLN $OOD VDWVQLQJDU Sn DOO HQWHUV lU Walker JHQRPWlQNWD 0nQJD W\FNV VNDIID VLJ WMlQVWHU VRP GH HJHQWOLJHQ LQWH YHW KXU GH VND XWQ\WWMD EDUD I|U DWW µDOOD DQGUDµ KDU OLNQDQGH WMlQVWHU 
 0|MOLJKHWHUQD DWW IO\WWD DUEHWVXSSJLIWHU L WLG RFK UXP VNDSDU I|UXWVlWWQLQJDU I|U DWW Vang RFK DUEHWVWLOOIlOOHQ Sn Q\D VlWW 0DQ SUDWDU LGDJ RP GLVWULEXHUDGH HOOHU µYLUWXHOODµ RUJDQLVDWLRQHU 7HNQLNHQ RFK HQ XWE\JJQDG DY EUHGEDQGVQlWHQ NRPPHU DWW J|UD GHW P|MOLJW DWW VDPPDQELQGD HQVNLOGD DOO HQWHU DUEHWDUH RDYVHWW JHRJUDILVN ORNDOLVHULQJ WLOO µYLUWXHOODµ DOO HQWHUV RFK |ND Mathis KHPPHQ 'H Q\D RUJDQLVDWLRQVIRUPHUQD VNDSDU RFNVn Q\D XWPDQLQJDU 6SULGGD RUJDQLVDWLRQHU PnVWH VDWVD Sn EUD PDQDJHPHQW RFK XWELOGQLQJ DY SHUVRQDOHQ I|U DWW NXQQD ELEHKnOOD HWW HQKHWOLJW XSSWUlGDQGH RFK HQ MlPQ NYDOLWHW L VLQ VHUYLFH 
 gNDG NRQNXUUHQV RFK VW|UUH VDPYHUNDQ PHOODQ ROLND PHGLD RFK NRPPXQLNDWLRQVI|UHWDJGDWRUWLOOYHUNDUH SURJUDPYDUXI|UHWDJ WHOHNRPPXQLNDWLRQVI|UHWDJ 79 P P LQQHElU DWW P|MOLJKHWHUQD DWW WLOOKDQGDKnOOD Q\D NRPPXQLNDWLRQVWMlQVWHU |NDU ,QWHUQHW KDU VWRUD P|MOLJKHWHU PHQ lQ Vn OlQJH KDU GHQ Q\D WHNQLNHQ LQWH VODJLW LJHQRP L DOO HQWUHQ 'HW lU Holmes YL InU P|MOLJKHW DWW EHKDQGOD DOOD IRUPHU DY LQIRUPDWLRQV|YHUI|ULQJ VRP Baker WHOHIRQL Allen ,QWHUQHW (Q XWE\JJQDG DY EUHGEDQGVQlWHQ NRPPHU DWW P|MOLJJ|UD PnQJD Q\D DSSOLNDWLRQHU RFK XQGHUOlWWD XWYHFNODQGHW DY µYLUWXHOODµ RUJDQLVDWLRQHU 
 'HQ WHNQLN VRP ILQQV LGDJ VNXOOH NXQQD XWQ\WWMDV ElWWUH L I|UHWDJHQ RFK Gutierrez VHNWRUQ 'HW lU EULVWHQ Sn NXQVNDS RP YDG PDQ NDQ DQYlQGD GHQ Q\D WHNQLNHQ WLOO VRP lU GHW KXYXGVDNOLJD KLQGUHW I|U HQ VQDEEDUH XWYHFNOLQJ 
 , HQ LQWHUQDWLRQHOO MlPI|UHOVH OLJJHU 6YHULJH EUD WLOO Sn GHW WHNQLVND RPUnGHW EnGH EODQG WHNQLNSURGXFHQWHU RFK L DQYlQGDQGHW DY ,7 0DUNQDGHQ lU VWRU RFK Yl[DQGH RFK VYHQVND I|UHWDJ PnVWH Esparza GlU GH NDQ KlYGD VLJ (WW YLNWLJW RPUnGH I|U VYHQVN VSHFLDOLVHULQJ VNXOOH NXQQD YDUD DWW J|UD EUD WLOOlPSQLQJDU DY WHNQLNHQ VQDUDUH lQ DWW WlYOD PHG DOOD DQGUD LQRP VSHWVWHNQLNHQ 'HW JlOOHU DWW Flores DSSOLNDWLRQHU RFK WMlQVWHU VRP GHQ IUDPYl[DQGH WHNQLNHQ P|MOLJJ|U 0HG GHQ NXQVNDS YL KDU RP WHNQLN DUEHWVPLOM| DQYlQGEDUKHW RFK NRPSHWHQVXSSE\JJQDG VNXOOH YL W H[ NXQQD E\JJD PRGHOOHU I|U EUD DOO HQWHUV 
 6YHULJH lU Sn JUXQG DY GHQ K|JD WHNQLVND QLYnQ HWW LQWUHVVDQW ODQG I|U LQWHUQDWLRQHOOD I|UHWDJ DWW HWDEOHUD VLJ L RFK YL NDQ EOL lQQX PHU LQWUHVVDQWD RP YL InU WLOO VWnQG HQ VQDEE XWE\JJQDG DY EUHGEDQGVQlWHW 'HW VNXOOH P|MOLJJ|UD Williams RFK Grant RFK VNDSD HQ PDUNQDG I|U ROLND W\SHU DY OHYHUDQW|UHU DY V\VWHP RFK WHNQLN 9LG HQ VQDEE XWE\JJQDG DY EUHGEDQGVQlWHQ NDQ YL EOL I|UVW PHG DWW Lewis P|MOLJKHWHU 0nQJD I|UHWDJ VNXOOH YLOMD HWDEOHUD VLJ L 6YHULJH I|U DWW WHVWD Q\D SURGXNWHU RFK WMlQVWHU 
 DOO HQWHU DUEHWHQ DUEHWVYLOONRU RFK V\VVHOVlWWQLQJ 
 %LOGHQ DY DOO HQWHU MREE VRP ,7 VHNWRUQV µ0DF 'RQDOGVµ MREE lU LQWH UlWWYLVDQGH 'HW ILQQV HQNOD I|UVlOMQLQJV RFK UHJLVWUHULQJVMREE PHQ DOOW IOHU WMlQVWHU NUlYHU YlOXWELOGDG RFK HUIDUHQ SHUVRQDO  
 -X 
  OlWWDUH GHW Moore PHOODQ Stevens MX PHU UXWLQXSSJLIWHU NDQ PDVNLQHUQD WD |YHU 'HQ Q\D WHNQLNHQ RFK GH VWRUD LQIRUPDWLRQVIO|GHW KDU VNDSDW HWW Q\WW RFK Yl[DQGH EHKRY DY DWW NXQQD In VYDU Sn NRPSOLFHUDGH IUnJRU VRP NUlYHU HUIDUHQKHW RFK NRPSHWHQV DWW EHVYDUD 0nQJD DOO HQWHU DUEHWHQ NUlYHU HQ NRPSHWHQV VRP WDU IOHUD nU DWW E\JJD XSS 
 /|QHQLYnQ lU FD NU OlJUH L GH IULVWnHQGH DOO HQWUHQ lQ L GH I|UHWDJVDQVOXWQD /|QHOlJHQD L GH LQWHUQD DOO HQWUHQ EHVWlPV DY I|UKnOODQGHQD L UHVSHNWLYH EUDQVFK 9LOONRUHQ Jones DOO HQWUHQ NDQ DQWDV EHUR Sn NYDOLILNDWLRQVNUDYHQ Sn RSHUDW|UHUQD RFK Sn GHQ ORNDOD DUEHWVPDUNQDGHQ 
 /|QHIUnJDQ lU QlUD NRSSODW WLOO IUnJDQ RP DQVWlOOQLQJVYLOONRU L |YULJW RFK DUEHWVWLGHQV I|UOlJJQLQJ , EUDQVFKHQ I|UHNRPPHU RUHJHOEXQGQD WLPDQVWlOOQLQJDU RFK DQGUD DUUDQJHPDQJ I|U DWW DQSDVVD DUEHWVVW\UNDQ WLOO EHKRYHW 'HW UnGHU VWRU HQLJKHW Sn DUEHWVJLYDUVLGDQ RP DWW GHW EHK|YV IOH[LEOD UHJOHU I|U DUEHWVWLGHU RFK DQVWlOOQLQJVI|UKnOODQGHQ 'HQ IDFNOLJD PRWSDUWHQ lU PHGYHWHQ RP GHVVD EHKRY PHQ DQVHU DWW IOH[LELOLWHWHQ LQWH NDQ Jn OlQJUH lQ DWW GHQ NDQ NRPELQHUDV PHG VRFLDO WU\JJKHW I|U O|QWDJDUQD )UnJDQ W\FNV LQWH Foster DYWDO KDU VOXWLWV PHOODQ SDUWHUQD Sn YLVVD I|UHWDJ (Q SDUWVVDPPDQVDWW JUXSS DUEHWDU RFNVn PHG DWW WD IUDP HQ SULQFLS|YHUHQVNRPPHOVH I|U DOO HQWHU YHUNVDPKHWHQ 
 $UEHWVPLOM|Q YLG VYHQVND DOO HQWHU YDULHUDU NUDIWLJW 1nJRQ WLOOI|UOLWOLJD XQGHUV|NQLQJ lU LQWH JMRUG PHQ H[HPSHO ILQQV Sn EnGH EUD RFK H[WUHPW GnOLJ DUEHWVPLOM| 3UREOHP Curry DOO HQWHU EUDQVFKHQ lU K|J DUEHWVLQWHQVLWHW XQGHU OnQJD WLGHU Tran DUEHWVXSSJLIWHU RFK LQWHJULWHWVNUlQNDQGH NRQWUROOPHWRGHU 
 $UEHWVPLOM|SUREOHPHW lU WLOO YLVV GHO HQ OHGDUXWELOGQLQJVIUnJD (Q RPHGYHWHQ HOOHU RNXQQLJ OHGQLQJ KDU VPn P|MOLJKHWHU DWW VNDSD HQ EUD DUEHWVPLOM| 0nQJD Q\D I|UHWDJDUH W\FNV VDNQD NXQVNDS RP KXU HQ EUD DUEHWVPLOM| E|U VH XW YLONHQ ODJVWLIWQLQJ VRP JlOOHU RFK KXU YLNWLJ DUEHWVPLOM|Q lU Stokes YlOEHILQQDQGH 9lOHWDEOHUDGH I|UHWDJ YHW DWW Richards JHU VWRU SHUVRQDORPVlWWQLQJ RFK Cortez Sn VLNW )|U DOO HQWUHQ lU SHUVRQDOHQ GHQ YLNWLJDVWH UHVXUVHQ 
 0HG GHQ Q\D WHNQLNHQ RFK µYLUWXHOODµ DOO HQWHUV |NDU P|MOLJKHWHQ WLOO GLVWDQVDUEHWH 9LVVD VHU KHPDUEHWHW VRP HQ P|MOLJKHW DQGUD VRP HWW KRW , Kirby NDQ PDQ VH HQ XWYHFNOLQJ GlU OnJDYO|QDGH KHPDUEHWDUH RIWD NYLQQRU VN|WHU GH HQNODVWH DOO HQWHU DUEHWHQD PHG XVOD DUEHWVYLOONRU 'HW lU HQ XWYHFNOLQJ VRP YL LQWH Byrd 6YHULJH 
 DOO HQWHU EUDQVFKHQ JHU XSSKRY WLOO Q\D I|UHWDJ Q\D DIIlUVLGpHU RFK Pierce 2P 6YHULJH RFK (Mcintyre DWW I|OMD GHQ WUHQG VRP Mathews 86$ GHW VHQDVWH GHFHQQLHW NDQ DQWDOHW DQVWlOOGD YLG DOO HQWHUV I|UYlQWDV Yl[D PHG SURFHQW SHU nU 'HW VNXOOH EHW\GD XSSVNDWWQLQJVYLV |YHU Q\D DUEHWVWLOOIlOOHQ GH QlUPDVWH IHP nUHQ 2P 6YHULJH GHVVXWRP NDQ KlYGD VLJ Sn GHQ LQWHUQDWLRQHOOD PDUNQDGHQ I|U GHVVD WMlQVWHU RFK DWWUDKHUD LQWHUQDWLRQHOOD I|UHWDJ VNXOOH EUDQVFKHQ NXQQD Yl[D WLOO DQVWlOOGD LQRP HQ IHPnUVSHULRG 
 7UHQGHQ EODQG PXOWLQDWLRQHOOD DOO HQWHU I|UHWDJ JnU LGDJ IUnQ DWW KD VWRUD SDQHXURSHLVND DOO HQWHUV VRP WDU VDPWDO IUnQ KHOD NRQWLQHQWHQ WLOO VDWVQLQJDU Sn VSUnNUHJLRQDOD FHQWHUV GlU 1RUGHQ lU HQ VSUnNUHJLRQ 6YHULJH KDU JRGD I|UXWVlWWQLQJDU DWW Curry VLJ GHVVD LQWHUQDWLRQHOOD DOO HQWHUV I|U KHOD 1RUGHQ %nGH YnUW JHRJUDILVND OlJH RFK Clements LGDJ WLOO YnU I|UGHO 
 DOO HQWHU I|UHWDJHQ lU Johnson VSULGGD Allen DOO HQWHUV lU WLOO VLQ NDUDNWlU GLVWDQVREHURHQGH RFK OlPSDU VLJ YlO I|U ORNDOLVHULQJ L JOHVE\JG RFK P 
 ånga Call Centers har 
  
 etablerats i glesbygd med regionalpolitiskt stöd. 
 )|UVODJ WLOO nWJlUGHU VRP ODGHV IUDP XQGHU KHDULQJHQ 
 'HVVD I|UVODJ VWnU ROLND GHOWDJDUH I|U 'H RUJDQLVDWLRQHU VRP DUUDQJHUDQGH KHDULQJHQ KDU HM WDJLW VWlOOQLQJ WLOO GHP 
 'HILQLWLRQHU RFK XWUHGQLQJDU 
 )|U DWW NRPPD WLOO UlWWD PHG GHILQLWLRQVSUREOHPHQ E|U HQ VWXGLH J|UDV I|U DWW Chavez RFK J|UD HQ NODVVLILFHULQJ DY ROLND W\SHU DY DOO HQWHU WMlQVWHU DOO HQWHU DUEHWHQ RFK DOO HQWHU WHNQLN (Q VWXGLH E|U RFNVn J|UDV DY EUDQVFKHQV RPInQJ RFK WLOOYl[W 8WYHFNOLQJ Robinson DOO HQWHU EUDQVFKHQ E|U VWXGHUDV KRV VnYlO DOO Watson GHUDV NXQGHU 8WUHGQLQJDUQD RP DOO HQWHU EUDQVFKHQ E|U lYHQ KD HWW JHQGHUSHUVSHNWLY 
 (IWHU DWW GH Q|GYlQGLJD GHILQLWLRQHUQD DY EHJUHSSHQ KDU JMRUWV E|U I|UHWDJV RFK V\VVHOVlWWQLQJVVWDWLVWLN DQSDVVDV Vn DWW GHW JnU DWW XWOlVD LQIRUPDWLRQ RP DOO HQWHU EUDQVFKHQ RFK GHVV XWYHFNOLQJ 
 1\D XWELOGQLQJDU 
 8QGHU KHDULQJHQ IUDPNRP DWW GHW Boyd I|U DUEHWHQ LQRP DOO HQWHU L GHW UHJXOMlUD XWELOGQLQJVV\VWHPHW 'H IOHVWD XWELOGDV LQWHUQW L I|UHWDJHQ %UDQVFKHQ KDU OlQJH NODJDW Sn EULVWHQ Sn K|JVNROHXWELOGQLQJ I|U GHQ SHUVRQDO VRP VNDOO OHGD DOO HQWHU YHUNVDPKHWHQ 0DQ HIWHUO\VHU XWELOGQLQJ I|U FKHIHU LQRP WMlQVWHI|UHWDJ VRP DUEHWDU PHG PlQQLVNRU VRP IUlPVWD SURGXNWLRQVIDNWRU 1nJUD LQLWLDWLY KDU WDJLWV I|U DWW Arnold PHQ GHW KDU YDULW Nunez I\OOD GH HUEMXGQD XWELOGQLQJVSODWVHUQD 6NROYHUNHW RFK +|JVNROHYHUNHW E|U VH |YHU EHKRYHW DY Q\D XWELOGQLQJDU I|U DOO HQWHU DUEHWDUH RFK FKHIHU LQRP WMlQVWHVHNWRUQ 
 $UEHWVPLOM|Q 
 (Q VWXGLH DY DUEHWVPLOM|Q YLG DOO HQWHUV L 6YHULJH E|U J|UDV bYHQ Werner E|U VWXGHUDV 
 5HVXOWDWHQ VNXOOH NXQQD DQYlQGDV WLOO DWW WD IUDP HQ VYHQVN H[SRUWSURGXNW RFK J|UD 6YHQVND DOO HQWHUV NRQNXUUHQVNUDIWLJD L HWW LQWHUQDWLRQHOOW SHUVSHNWLY *HQRP GHW VDPDUEHWH I|U ElWWUH NRQWRUVPLOM|HU VRP EHGULYLWV PHOODQ 72 187(. RFK 1DWXUYnUGVYHUNHW KDU 6YHULJH UHGDQ HQ OHGDQGH VWlOOQLQJ YDG JlOOHU NRQWRUVP|EOHU RFK NRQWRUVXWUXVWQLQJ 'HVVD NXQVNDSHU E|U NXQQD WLOOlPSDV Sn DOO HQWHUV I|U DWW In IUDP ElWWUH O|VQLQJDU 
 1lWYHUN 
 (WW QlWYHUN I|U DOO HQWHU EUDQVFKHQ E|U VNDSDV GlU ROLND DNW|UHU NDQ P|WDV RFK XWYHFNOD Ramos DIIlUVLGpHU )|OMDQGH RPUnGHQ VNXOOH NXQQD YDUD DY VlUVNLOW LQWUHVVH 
 D Bautista PHG ,QWHUQHW NRSSODW WLOO DOO HQWHUV E )UDPWDJDQGHW DY HQ EUD DUEHWVSODWV I|U DOO HQWHU DUEHWH 
 F 1\D WHNQLVND RFK RUJDQLVDWRULVND KHOKHWVO|VQLQJDU I|U RUJDQLVDWLRQHU RFK I|UHWDJ VRP DUEHWDU L JHRJUDILVNW VSULGGD RUJDQLVDWLRQHU 
 5HJLRQDOVW|G 
 'HW UnGHU GHODGH PHQLQJDU RP YlUGHW DY GHW UHJLRQDOSROLWLVND VW|GHW I|U HWDEOHULQJ DY DOO HQWHUV L JOHVE\JGHQ 9LVVD KlYGDU DWW GHW lU Q|GYlQGLJW I|U DWW In DOO HQWHU HWDEOHULQJDU WLOO JOHVE\JGHQ DQGUD PHQDU DWW GHW VQHGYULGHU NRQNXUUHQVHQ (Q GLVNXVVLRQ E|U LQLWLHUDV PHOODQ Lee NRPPXQHUQD RFK GH P\QGLJKHWHU VRP JHU ELGUDJ RP UHJLRQDOVW|GHQ RFK GHVV HIIHNWHU 
 9lONRPVWDQI|UDQGH 
 Riggs, kanslichef  
 IT-kommissionen 
  
 -DJ 
  EHU DWW In KlOVD HU P\FNHW YDUPW YlONRPQD WLOO GHQ KlU KHDULQJHQ RP DOO HQWHUV +HDULQJDU PRWVYDUDQGH GHQQD lU HQ DUEHWVPHWRG VRP ,7 NRPPLVVLRQHQ KDU DUEHWDW PHG JDQVND OlQJH RFK GHQ KDU YLVDW VLJ YDUD EUD I|U DWW VQDEEW In IUDP HQ EUD ELOG DY HQ I|UHWHHOVH L VDPKlOOHW VRP VDPPDQKlQJHU PHG DQYlQGQLQJHQ Wood RFK NRPPXQLNDWLRQVWHNQLN 
 'HQ KlU NRQIHUHQVHQ HOOHU KHDULQJHQ RP DOO HQWHUV KDU DUUDQJHUDWV VRP HWW JHPHQVDPW SURMHNW PHOODQ 5nGHW I|U $UEHWVOLYVIRUVNQLQJ 5$/) 1lULQJV RFK 7HNQLNXWYHFNOLQJVYHUNHW187(. .RPPXQLNDWLRQVIRUVNQLQJVEHUHGQLQJHQ .)% RFK ,7 NRPPLVVLRQHQ 5$/) 187(. RFK .)% VWnU EODQG DQQDW I|U KXYXGGHOHQ DY ILQDQVLHULQJHQ DY SURMHNWHW 'HVVD RUJDQLVDWLRQHU KDU VRP KXYXGXSSJLIW DWW ILQDQVLHUD IRUVNQLQJ RFK XWYHFNOLQJ LQRP VLQD RPUnGHQ VRP VLQVHPHOODQ lU ROLND L SHUVSHNWLY NXQVNDSVLQWUHVVH RFK LQULNWQLQJ 
 , GHW KlU SURMHNWHW KDU YL YHODW KD HQ VWRU EUHGG DOO HQWHUV lU LQWH HQ DOOGHOHV Q\ I|UHWHHOVH PHQ GH VHQDVWH nUHQV XWYHFNOLQJ W\GHU Sn DWW GHW lU QnJRW VRP Yl[HU DOOW Lewis DUEHWDU L DOO HQWHUV 9LVVD PHQDU HWW GHW ILQQV HQ VWRU WLOOYl[WSRWHQWLDO L DOO HQWHUV GHW ILQQV HQ P|MOLJKHW DWW VNDSD MREE Sn RUWHU GlU PRWVYDUDQGH MREE LQWH Taylor GHW WUDGLWLRQHOOD DUEHWVOLYHW 
 .XQGHUQD ILQQV Wiley RFK Hughes 'HW lU HQ YHUNVDPKHWVIRUP VRP XWYHFNODV Allison GHW ILQQV HQ LQWHUQDWLRQHOO HWDEOHULQJVNRQNXUUHQV 'HW lU YHUNVDPKHWHU VRP I|UHIDOOHU UHODWLYW OlWWD DWW IO\WWD PHOODQ ROLND OlQGHU 9LVVD WHFNHQ W\GHU Sn DWW GHW VNHU HQ XWYHFNOLQJ IUnQ OlJUH NYDOLILFHUDGH DUEHWHQ WLOO K|JUH NYDOLILFHUDGH DUEHWHQ RFK DWW 6YHULJH lU RYDQOLJW YlO OlPSDW DWW KlUElUJHUD RFK GULYD VnGDQD 
 DOO HQWHUV lU LQWUHVVDQW XU HWW ,7 SHUVSHNWLY Sn IOHUD VlWW (WW KDU DWW J|UD PHG KXU I|UHWDJ PHQ lYHQ P\QGLJKHWHU NRPPHU DWW RUJDQLVHUD VLQ YHUNVDPKHW L IUDPWLGHQ QlU YL KDU V\VWHP Cooley VRP EnGH KDU VWRU EDQGEUHGG RFK K|J VlNHUKHW 7HNQLNHQ P|MOLJJ|U DWW RUJDQLVDWLRQHUQD EOLU PHU GLVWULEXHUDGH XWDQ DWW I|UORUD L HIIHNWLYLWHW RFK DWW GH GlULJHQRP Pope 'HW LQQHElU DWW GH EOLU XSSGHODGH Sn ROLND GHODU GlU UHVSHNWLYH GHO HOOHU IXQNWLRQ XWI|UV GlU PDQ NDQ ILQQD DUEHWVNUDIW PHG GHQ NXQVNDS VRP EHK|YV WLOO HWW UHODWLYW OnJW WRWDOW SULV |YHU WLGHQ DOO HQWHUV NDQ XWJ|UD HWW EUD H[HPSHO Sn GH Johnson VNDSDV L VnGDQD GLVWULEXHUDGH RUJDQLVDWLRQHU %O D GlUI|U lU GHW YLNWLJW DWW VWXGHUD DOO HQWHUV 
 1lU PDQ J|U GHW PnVWH Mccoy EUHWW 'H DVSHNWHU VRP YL YHODW IlVWD VlUVNLOW DYVHHQGH YLG ILQQV UHSUHVHQWHUDGH L GH RUJDQLVDWLRQHU VRP VWnU EDNRP GHQQD KHDULQJ 
 +Griffin VLJ DUEHWVYLOONRUHQ I|U GHP VRP DUEHWDU Sn HWW DOO HQWHU" bU GHW P|MOLJW DWW XSSUlWWKnOOD RFK XWYHFNOD Guerrero HQ UlWW KnUW VSHFLDOLVHUDG PLOM| lYHQ XW|YHU RFK YLG VLGDQ DY GHW VRP lU NlUQNRPSHWHQVHQ L GHW MREE PDQ KDU" 'HW NDQ MX YDU Mckay OLJJHU OLWH YLG VLGDQ HIWHUVRP VnGDQ YHUNVDPKHW RIWD VDNQDV bU DOO HQWHUV µPRQRNXOWXUHUµ VRP SHU GHILQLWLRQ LQWH NDQ YDUD LQQRYDWLYD" +XU lU DUEHWVLQWHQVLWHWHQ RFK KXU VW\UV DUEHWHW RFK DUEHWVWDNWHQ" 9LOND DUEHWVPHGLFLQVND RFK DQGUD DUEHWVPLOM|PlVVLJD I|UKnOODQGHQ UnGHU" +lU KDU 5$/) FrazierbU GHW HQ WLOOYl[WEUDQVFK LQRP FLWDWLRQVWHFNHQ VRP YL VHU 9LOND LQVWLWXWLRQHOOD I|UKnOODQGH KLQGUDU HOOHU J\QQDU Gn Davis" 9LOND Q\D WHNQLNHU EHK|YHU XWYHFNODV HOOHU YLOND UHJHOV\VWHP EHK|YHU I|UlQGUDV I|U DWW 6YHULJH VNDOO NXQQD WLOOJRGRJ|UD VLJ GH Q\D MREEHQ" +lU KDU 187(. HQ YLNWLJ XSSJLIW 'HQ UHJLRQDOSROLWLVND DVSHNWHQ lU HQ DQQDQ DY 187(. V IUnJRU RFK GHW lU XSSHQEDUW DWW DOO HQWHUV lU P\FNHW UHOHYDQWD L HQ UHJLRQDOSROLWLVN GLVNXVVLRQ RP Q\D MREE 
 8WYHFNOLQJHQ DY LQIUDVWUXNWXU VRP VW|GMHU XWYHFNOLQJ DY QlULQJVYHUNVDPKHW RFK ERHQGH lU Griffin .)% KDU Sn VLQ GDJRUGQLQJ 'HW lU DOOW PHU XSSHQEDUW DWW ROLND VODJV LQIUDVWUXNWXU VW|GMHU RFK NRPSOHWWHUDU YDUDQGUD VQDUDUH lQ HUVlWWHU YDUDQGUD 9lJQlW ,7 LQIUDVWUXNWXU IO\J PMXN LQIUDVWUXNWXU HWF VDPVSHODU I|U DWW VNDSD J\QQVDPPD I|UXWVlWWQLQJDU I|U QlULQJVYHUNVDPKHW 
 'HQ NXQVNDSV|YHUVLNW VRP GHW KlU SURMHNWHW VNDOO OHGD WLOO XWJ|U HWW XQGHUODJ I|U GHVVD P\QGLJKHWHU DWW SODQHUD I|UGMXSDGH VWXGLHU LQRP VLQD UHVSHNWLYH RPUnGHQ  
 -DJ 
  KDU SHNDW Sn QnJUD IUnJHVWlOOQLQJDU VRP NDQ Gregory UHVSHNWLYH RUJDQLVDWLRQV V\QIlOW  
 -DJ 
  Torres XQGHUVWU\ND DWW KHOKHWVV\QHQ lU YLNWLJW KlU 'HVVD IUnJHVWlOOQLQJDU KlQJHU QDWXUOLJWYLV VDPPDQ RFK GHW lU HQ DY SRlQJHUQD PHG DWW YL J|U GHWWD WLOOVDPPDQV 
 'HW ILQQV Brown LQOHGDQGH IUnJRU VRP GHW lU YLNWLJW DWW In VYDU Sn LQOHGQLQJVYLV W H[ 
 9DG lU DOO HQWHU" bU GHW HQ KRPRJHQ I|UHWHHOVH HOOHU lU GHW PnQJD ROLND VDNHU" +XU YDQOLJW lU GHW" +XU PnQJD MREEDU GlU L GDJ RFK YDG WURU YL RP L PRUJRQ" +DU 6YHULJH VlUVNLOGD I|UXWVlWWQLQJDU RFK L VnGDQD IDOO YDUI|U" bU GHW KlU VRP YL VNDOO KnOOD Sn PHG" )LQQV GHW HWW HXURSHLVNW SHUVSHNWLY Sn DOO HQWHUV RFK YDU MREEHQ KDPQDU" 
 'HW ILQQV PnQJD IUnJRU RFK MDJ VHU IUDP PRW DWW In HQ GHO DY GHP EHVYDUDGH XQGHU GDJHQ 0HG Lopez MDJ LJHQ KlOVD HU KMlUWOLJW YlONRPQD 
 %ORFN 
 9LOND I|UXWVlWWQLQJDU JHU GHQ Kennedy" 
 )UnQ Callahan HQWHUV 
 Collins,  
 VM-Data 
  
 6DPPDQIDWWQLQJ 
 KULVWRSKHU /RYpQ IUnQ :0 GDWD EHVNULYHU XWYHFNOLQJHQ DY GH WHOHIRQEDVHUDGH WMlQVWHUQD IUnQ WDOHW IUDP WLOO LGDJ IUnQ HQNHO Yl[Morrison DYDQFHUDGH KHOKHWVO|VQLQJDU I|U KDQWHULQJ DY DOOD W\SHU DY NXQGNRQWDNWHU +Torres XWYHFNOLQJHQ DY GHQ WHNQLN VRP OHJDW WLOO JUXQG I|U DOO HQWHU WLOOYl[WHQ /RYpQ PHQDU DWW 6YHULJH WLOOVDPPDQV PHG 86$ OLJJHU Kelly EO D GDWRUXWQ\WWMDQGH RFK DWW PnQJD I|UHWDJ YLOO XWYHFNOD Taylor V\VWHP KlU , IUDPWLGHQ NRPPHU DOO HQWUHQ DWW Thornton RQWDFW HQWHUV VRP VNDOO NXQQD KDQWHUD DOOD IRUPHU Jenkins lUHQGHQ W H[ ID[ PDLO WHOHIRQL HOOHU GDWD Edwards RFNVn DWW Jn PRW HQ VWDQGDUGLVHULQJ LQRP WHNQLNHQ Vn DWW DOO Vazquez DWW NXQQD KDQWHUDV VRP GLJLWDOD SDNHW 6OXWPnOHW lU DWW E\JJD XSS HQ HQ NRPSOHWW NXQGWMlQVW PHG ,QWHUQHW NRSSODW WLOO DOO HQWHUV HWW V N ,QWHUQHW %XVLQHVV 6ROXWLRQ HQWHU VRP NDQ WD KDQG RP DOOW I|U QnJRQ VRP YLOO VlOMD HQ SURGXNW 
 . 
  
 -DJ 
  White EHJUHSS 
  
 $' 
  
 46,* '3166 ,6'1 
  
 $ RFK % QXPPHU 
  
 3UHGLFWLYH GDLOLQJ 
  
 *UXSSQXPPHU 
  
 DOO EOHQGLQJ 
  
 'LJLWDO DQDORJ 
  
 J7H[W WLOO WDO 
  
 3%; 
  
 5|VWLJHQNlQQLQJ 
  
 '70) 
  
 6FUHHQSRS 
  
 $3, 7$3, RFK 76$3, 
  
 6NLOO EDVHG URXWLQJ 
  
 $XGLRWH[ 
  
 2XWVRXUFLQJ 
  
 8QLILHG PHVVHJLQJ 
  
 Turner[ 
  
 ,95 958 
  
 XQ3%; 
  
 )|U DOOD HU VRP lU L EUDQVFKHQ Vn lU GHW KlU YHGHUWDJQD XWWU\FN PHQ I|U GHP VRP LQWH KDU KnOOLW Sn PHG DOO HQWHUV Vn lU GHW HQ UDG Q\D XWWU\FN 1L NRPPHU DWW K|UD PnQJD DY GH KlU XWWU\FNHQ LGDJ  
 -DJ 
  WlQNWH LQWH Jn LJHQRP RFK I|UNODUD DOOD PHQ MDJ KRSSDV DWW QL VRP JnU GMXSDUH QHG L WHNQLNHQ I|UV|NHU DWW I|UNODUD YDG EHJUHSSHQ HJHQWOLJHQ LQQHElU 
  
 -DJ 
  Cantu EHVNULYQLQJ DY Hardy XWYHFNOLQJ )UDP WLOO VOXWHW Zimmerman GHW Yl[HOQ HOOHU WHOHIRQLVWERUGHW VRP YDU GHQ QDWXUOLJD LQJnQJHQ WLOO HWW I|UHWDJ 
 'H WLGLJDVWH NXQGWMlQVWHUQD IUDP WLOO VOXWHW DY WDOHW LQQDQ XWQ\WWMDQGHW DY WHNQLN 
  
 7HOHIRQLVWHUQD 
  
 )Hernandez 
  
 5HNODPDWLRQVDYGHOQLQJHQ 
  
 'HW YDU DOOWVn L Yl[HOQ VRP Yl[HOWHOHIRQLVWHQ WRJ KDQG RP NXQGHUQD 'HW YDU WHOHIRQLVWHQ VRP YDU I|UHWDJHWV DQVLNWH XWnW 'HW E\JJGH P\FNHW Sn DWW WHNQLNHQ LQWH JDY DQGUD LQJnQJDU lQ DWW PDQ NRP WLOO WHOHIRQLVWERUGHW QlU Turner LQ HOOHU DWW PDQ NRP LQ WLOO NXQGWMlQVW UHQW I\VLVNW 
 6HQ KlQGH QnJRW L VOXWHW DY VMXWWLRWDOHW E|UMDQ DY nWWLRWDOHW 
 'HQ Kennedy RFK GHVV DNW|UHU ! 
  
 7HOHIRQVYDUDUH 
  
 *UXSSQXPPHU 
  
 (QNODUH N|KDQWHUDUH L Yl[ODUQD SDUNHULQJ DY VDPWDO 
  
 $' IXQNWLRQHU L VHSDUDWD $' Yl[ODU 
  
 9l[HOOHYHUDQW|UHUQDV PDUNQDG 
  
 1LVFKOHYHUDQW|UHU DY $' Yl[ODU 
  
 'HW E|UMDGH NRPPD Q\ WHNQLN EO Bell GlU PDQ NXQGH VSHOD LQ GH VDPWDO PDQ ULQJGH LQ WLOO I|UHWDJHW bYHQ P|MOLJKHWHUQD WLOO JUXSSQXPPHU L Yl[ODUQD NRP Gn GYV PDQ NXQGH E|UMD VW\UD VDPWDO WLOO HQ JUXSS PHGOHPPDU HOOHU HQ JUXSS PHGDUEHWDUH VRP VDWW RFK VYDUDGH LQWH EDUD WLOO GHQ HQVNLOGD PHGDUEHWDUHQ 'HW NRP RFNVn HQNODUH IXQNWLRQHU I|U DWW KDQWHUD ROLND N|HU L Yl[ODUQD 0DQ NXQGH SDUNHUD VDPWDO PDQ NXQGH YlQWD Sn DWW In NRPPD IUDP HWF 
 , E|UMDQ Wagner NRP RFNVn YLVVD $;( IXQNWLRQHU JHQRP VHSDUDWD Vn NDOODG $' Yl[ODU )|U HU VRP LQWH lU Watts Sn RPUnGHW Vn lU HQ $' Yl[HO OLWH PHU LQWHOOLJHQW lQ HQ WUDGLWLRQHOO Yl[HO JHQRP YLONHQ PDQ NDQ RUGQD N|HU RFK Barton WLOO VHSDUDWD KDQGOlJJDUH 0HQ L VWRUW VHWW Vn YDU GHW Yl[HOOHYHUDQW|UHUQD VRP GRPLQHUDGH PDUNQDGHQ XQGHU GHQ KlU WLGVHSRNHQ 
 'HW VWRUD WHNQRORJLVND VSUnQJHW NRP Dunn PLWWHQ Sn nWWLRWDOHW Gn U|VWEUHYOnGRUQD NRP GYV P|MOLJKHWHQ DWW GLJLWDOW VSHOD LQ HQ U|VW Sn GDWRUHU 'n NRP RFNVn GH I|UVWD WDOVYDUVV\VWHPHQ 
 'HQ Kennedy RFK GHVV DNW|UHU 
  
 5|VWEUHYOnGRU 
  
 7DOVYDUVV\VWHP ,95 µ%DQN SHU WHOHIRQµ 
  
 $XGLRWH[V\VWHP 
  
 7, GLVNXWHUDV 
  
 $QDORJD OLQMHNRUW 
  
 1LVFKOHYHUDQW|UHU RFK Yl[HOOHYHUDQW|UHU 
  
 6\QWHOOHFW %ULWH 3HULSKRQLFV 9RLFH7HF ,%0 
  
 'HW I|UVWD VWRUD NRPPHUVLHOOD WDOVYDUVV\VWHPHW YDU EDQN SHU WHOHIRQ VRP NRP  
 -DJ 
  WURU DWW 
 1RUGEDQNHQ YDU GHQ I|UVWD EDQNHQ VRP KDGH NRPPHUVLHOOD WDOVYDUVV\VWHP 6DPWLGLJW NRP GHW 
 Vn NDOODGH $XGLRWH[V\VWHPHW VRP LQQHEDU DWW PDQ NXQGH VSHOD LQ PDVVYLV DY LQIRUPDWLRQ RFK 
 Larson DY GHQ LQIRUPDWLRQHQ YLD WHOHIRQHQ 'HW YDU RFNVn Gn QXPUHQ E|UMDGH G\ND 
 XSS RFK DOOD EHWDOWMlQVWHUQD 
 0DQ MREEDGH Gn IRUWIDUDQGH IUlPVW PHG DQDORJ WHNQRORJL 'HQ GLJLWDOD WHNQLNHQ YDU JDQVND RPRJHQ YDG GHW JlOOGH GHQ KlU W\SHQ DY XWUXVWQLQJ )RUWIDUDQGH YDU Yl[HOOHYHUDQW|UHUQD Hill DNW|UHUQD PHQ GHW G|N XSS HWW DQWDO QLVFKOHYHUDQW|UHU IUlPVW Sn WDOVYDUV RFK U|VWEUHYOnGHPDUNQDGHQ %ODQG GH VWRUD GDWDOHYHUDQW|UHUQD YDU ,%0 YlOGLJW WLGLJW XWH Sn GHW KlU RPUnGHW PHQ GHW Yl[WH RFNVn IUDP HWW DQWDO QLVFKOHYHUDQW|UHU VRP 6\QWHOOHFW %ULWH 3HULSKRQLFV RFK 9RLFH7HF 
 'HQ Kennedy RFK GHVV DNW|UHU 
  
 $' LQWHOOLJHQW N|KDQWHULQJ 
  
 7, RFK 7 LQWHJUDWLRQ DY WDO RFK GDWD 
  
 9l[HOOlQNDU GDLOHUV 
  
 +DQGOlJJDUSURILOHU EHPDQQLQJVSODQHULQJVV\VWHP 
  
 6DPWDOVVW\UQLQJ NRSSODW WLOO lUHQGHKDQWHULQJVV\VWHP 
  
 8QLILHG 0HVVDJLQJ 
  
 'H VWRUD GDWDOHYHUDQW|UHUQD RFK QLVFKOHYHUDQW|UHUQD 
  
 'LJLWDO ,%0 7DQGHP 'DWDSRLQW /RJLFD *HQHVD\V 
  
 8QGHU Ferguson Vn NRP PHU DYDQFHUDGH $;( IXQNWLRQHU 6n NDOODGH $;( WHOHIRQHU E|UMDGH VlOMDV Krueger DWW PDQ NXQGH E\JJD Sn UHQ $;( IXQNWLRQDOLWHW 'HW JMRUGH DWW PDQ NXQGH Barton Sn HWW KHOW DQQDW VlWW RFK DQSDVVD DQWDOHW KDQGOlJJDUH HIWHU YLVVD SUHIHUHQVHU 'n E|UMDGH PDQ RFNVn DWW E\JJD LQ $;( IXQNWLRQHU L GH WUDGLWLRQHOOD Yl[ODUQD 
 'HW VRP JMRUGH DWW DOO HQWHU PDUNQDGHQ NXQGH PRJQD YDU QnJRW VRP NDOODGHV Yl[HOOlQNDU 'H KlU Yl[HOOlQNDUQD P|MOLJJMRUGH DWW PDQ NXQGH Howard GDWDLQIRUPDWLRQ RFK VW\UD XW GHW WLOO HQ KDQGOlJJDUH 0DQ NXQGH DOOWVn In LQIRUPDWLRQHQ RFK Dean H[DNW GHQ KDQGOlJJDUH PDQ YLOOH 
 'H KlU Yl[HOOlQNDUQD OHYHUHUDGHV DY GH WUDGLWLRQHOOD Yl[HOOHYHUDQW|UHUQD , E|UMDQ YDU GH YlOGLJW G\UD RFK YlOGLJW NRPSOH[D DWW MREED PHG 6DPWLGLJW NRP RFNVn GDLOHUV VRP LGDJ DQYlQGV DY GH IOHVWD VWRUD DOO HQWHUV 'DLOHUV lU Miller XWULQJQLQJ QlU PDQ KDU NDPSDQMHU HOOHU PRWVYDUDQGH 
 0DQ E|UMDU RFNVn WLWWD PHU Sn KXU PDQ NDQ VW\UD VDPWDOHQ RFK KXU ROLND WMlQVWHU VNDOO I|UGHODV 0DQ E|UMDU XWYHFNOD Hicks KDQGOlJJDUSURILOHU GlU PDQ NDQ VSHFLDOXWIRUPD KDQGOlJJDUJUXSSHU W H[ JHQRP DWW GH VRP SUDWDU HWW YLVVW VSUnN VNDOO VYDUDU Sn GH VDPWDO VRP NRPPHU IUnQ HWW YLVVW ODQG 0DQ InU DOOWVn P|MOLJKHW DWW PHU VW\UD VDPWDO WLOO KDQGOlJJDUJUXSSHUQD HIWHU NRPSHWHQVQLYn 
 0DQ E|UMDU RFNVn DQYlQGD EHPDQQLQJVSODQHULQJVV\VWHP I|U DWW RSWLPHUD VLQ EHKDQGOLQJ DY lUHQGHQ Vn DWW PDQ VHU WLOO DWW KD Vn EUD EHPDQQLQJ VRP P|MOLJW YLG GH VWRUD WRSSDUQD 
 0DQ E|UMDGH SUDWD RP 7, RFK 7 GHW lU HQ Robinson GlU HPHOODQ 7, E\JJHU Sn Thomas PHOODQ WHOHIRQL RFK GDWD 7 lU QlU WHOHIRQL Reed KDQWHUDV Sn VDPPD VlWW H[HPSHOYLV 9RLFH RYHU ,3 
 'HQ Kennedy RFK GHVV DNW|UHU 
  
 ,QWHJUHUDGH RFK Alexander Sn VWDQGDUGNRPSRQHQWHU 
  
 ,QWHUQHWEDVHUDGH DOO HQWHUV µFOLFN WR FDOOµ 
  
 ,QWHJUHULQJ DY ( PDLO 
  
 *OREDOD 6: OHYHUDQW|UHU H[ /XFHQW $VSHFW 
  
 9l[HOOHYHUDQW|UHUQD NRPPHU PHG HJQD NRPSOHWWD KHOKHWVO|VQLQJDU H[ 1RUWHO RFK (ULFVVRQ 
  
 )UnQ E|UMDU GHW VNH HQ YLVV VWDQGDUGLVHULQJ $OOD OHYHUDQW|UHU DY SURGXNWHUQD WLOO DOO HQWHUV KDU Sanders Sn ROLND SODWWIRUPDU RFK DQYlQW ROLND WHNQRORJL I|U DWW E\JJD VLQD VSHFLHOOD O|VQLQJDU )UnQ RFK PHG QX E|UMDU PDQ DUEHWD PHG LQWHJUHUDGH RFK Alexander Sn VWDQGDUGNRPSRQHQWHU YLONHW LQQHElU DWW PDQ NDQ EODQGD GH KlU V\VWHPHQ Sn HWW DQQRUOXQGD VlWW YLONHW RFNVn JMRUGH GHW ELOOLJDUH 
 ,QWHUQHW ILFN VLWW LQWnJ bYHQ RP DOOD SUDWDU RP LQWHUQHWUHODWHUDGH WMlQVWHU Vn lU GHW UlWW In VRP XWQ\WWMDU P|MOLJKHWHUQD 1nJUD I|UHWDJ MREEDU PHG YDG VRP NDOODV µOLFN WR FDOOµ DOOWVn P|MOLJKHWHQ DWW YLD HQ ZHEVLGD DQWLQJHQ EOL XSSULQJG HOOHU DWW YLD GDWRUQ EOL NRSSODG WLOO HQ KDQGOlJJDUH 'HW lU GRFN EDUD HWW InWDO VRP KDU XWQ\WWMDW GHVVD P|MOLJKHWHU 1nJUD DQYlQGHU ,QWHUQHW RFK H PDLO L VWlOOHW I|U EUHY PHQ IRUWIDUDQGH lU ,QWHUQHW HWW NRPSOHWWHUDQGH PHGHO LQWH Williamson PHGHO 
 1X G\NHU GHW RFNVn XSS HQ UDG JOREDOD DNW|UHU VRP MREEDU Sn PHU LQWHUQDWLRQHOOD PDUNQDGHU lQ 6YHULJH 6YHULJH KDU P\FNHW K|J Wallace Rodriguez DWW PnQJD YHODW HWDEOHUD RFK WHVWD VLQD V\VWHP KlU L 6YHULJH 
 9DG lU 7, LGDJ" 
 )RUWIDUDQGH lU Hoffman VRP J|UV WDOVYDU HOOHU DQGUD W\SHU DY U|VWV\VWHP U|VWEUHYOnGRU HOOHU U|VWVW\UQLQJVV\VWHP lU Zhang lU Johnson D VDPWDOVVW\UQLQJ VNlUPELOGVSRSXS RFK GDLOHUIXQNWLRQHU 6n PnQJD DOO HQWHUV 
 ILQQV GHW HJHQWOLJHQ LQWH XWDQ GH XWJ|U HWW EHJUlQVDW VHJPHQW lU QlWEDVHUDGH 7, WMlQVWHU VRP W H[ YLUWXHOOD DOO HQWHUV PHG GLVWDQVDUEHWDQGH DOO HQWHU DJHQWHU RFK LQWHUQHWUHODWHUDG WHOHIRQL 
 6NlOHQ WLOO 7, LQYHVWHULQJ 
  
 gND I|UHWDJHWV WLOOJlQJOLJKHW 
  
 +|MD GHQ WRWDOD JUDGHQ DY NXQGVHUYLFH 
  
 %lWWUH XWQ\WWMDQGH Coleman RFK WHNQLN 
  
 6NDSD NRQNXUUHQVI|UGHODU 
  
 $XWRPDWLVHUD WMlQVWHU 
  
 1\D P|MOLJKHWHU I|U PDUNQDGVDNWLYLWHWHU 
  
 HQWUDOLVHULQJ DY ROLND IXQNWLRQHU 
  
 9DG KDU 7, WHNQLNHQ PHGI|UW WLOO GDJHQV GDWXP" (Richards Vn P\FNHW PDQ KDU DXWRPDWLVHUDW HQ UDG EHILQWOLJD UXWLQHU RFK WMlQVWHU YLONHW KDU |NDW VQDEEKHWHQ L KDQWHULQJ RFK KDQGOlJJQLQJ DY ROLND WMlQVWHU 'HW KDU RFNVn |NDW GHQ WRWDOD Smith RFK SHUVRQHU 0HQ IRUWIDUDQGH VDNQDU MDJ GHQ VWRUD I|UlQGULQJHQ DWW DUEHWVIO|GHW RFK ORJLVWLNHQ ,Black P|MOLJKHWHUQD VRP WHNQLNHQ HUEMXGHU 
 7UHQGHU LQRP DOO HQWHUV ! 
  
 RQWDFW HQWHUV KDQWHUDU DOOD IRUPHU Miller VLQ Olson 
  
 0RELOLWHWHQ 9LUWXHOOD RFK GLVWULEXHUDGH DOO HQWHUV 
  
 7HOHIRQL Bowman |YHU QlWHQ 
  
 $OOW IOHU OHYHUDQW|UHU RFK SURGXNWHU LQRP RPUnGHW 
  
 8WYHFNOLQJ Warren 
  
 8Q3%; 
  
 ,%6 ,QWHUQHW %XVLQHVV 6ROXWLRQ HQWHUV 
  
 2P YL Gn Glenn NDQ YL I|UYlQWD RVV" )|U GHW I|UVWD NDQ YL I|UXWVSn IUDPYl[DQGHW DY µRQWDFW HQWHUVµ VRP VND NXQQD KDQWHUD DOO Cruz lUHQGHQ 2DYVHWW RP GHW lU ID[ PDLO WHOHIRQL HOOHU GDWD VND GHW NRSSODV WLOO HWW JHPHQVDPW VYDUVVWlOOH 
 )|U GHW DQGUD NRPPHU YL DWW In HQ VW|UUH PRELOLWHW 0DQ Morales VLWWD Sn QnJRW VSHFLHOOW VWlOOH I|U DWW NXQQD VYDUD L WHOHIRQ HOOHU EHVYDUD IUnJRU 0HG GDJHQV WHNQLN NDQ GX Walls HND Sn ODQGHW RFK KD Martinez RFK PRELOWHOHIRQ RFK NXQQD VYDUD Sn Chambers GX VLWWHU Sn HWW NRQWRU HOOHU HWW DOO HQWHU , IUDPWLGHQ PnVWH GHW ILQQDV XWU\PPH I|U GLVWDQVDUEHWH DUEHWH IUnQ KHPPHW Lam Sn G\JQHW QlU PDQ lU VMXNVNULYHQ HOOHU PRWVYDUDQGH 
 'HW NRPPHU DWW EOL DOOW IOHU OHYHUDQW|UHU RFK SURGXNWHU VRP NRPPHU DWW SRSSD XSS StuartPHU RFNVn DWW Jn PRW HQ VWDQGDUGLVHULQJ RFK GHW NRPPHU DWW NRPPD QnJRQ IRUP DY PXOWLPHGLDVHUYHU I|U DWW NXQQD GULYD VnQD KlU µFRQWDFW FHQWHUµ GlU PDQ KDQWHUDU DOOD IRUPHU DY PHGLD VRP GLJLWDOD SDNHW 
  
 -DJ 
  Doyle PLWW OLOOD I|UHGUDJ PHG DWW YDUD OLWH NUHDWLY 9DG NDQ PDQ J|UD PHG GHQ KlU PRGHUQD Q\D WHNQLNHQ" 0DQ NDQ NRQVWDWHUD DWW GHW ILQQV HWW GLUHNW VDPEDQG PHOODQ ,QWHUQHW RFK DQWDOHW VDPWDO WLOO DOO HQWHUV $OOD VRP KDU DOO HQWHUV RFK VDWVDU Sn ,QWHUQHW Fowler EHV|NDQGH Sn GHUDV KHPVLGD |NDU Vn |NDGH VDPWDOHQ Howell DOO HQWHUV SURSRUWLRQHUOLJW 'HW lU Hayes KDU SUREOHP HOOHU YLOO IUnJD RP VDNHU Sn LQWHUQHW 
  
 -DJ 
  Lawrence E|U E\JJD XSS QnJRW VRP VNXOOH NXQQD NDOODV ,%6 ,QWHUQHW %XVLQHVV 6ROXWLRQ HQWHUV HQ NRPSOHWW NXQGWMlQVW I|U DOOD GH VRP DQYlQGHU ,QWHUQHW ,GDJ ILQQV GHW LQJHQ VRP WDU Sn VLJ GHW DQVYDUHW YDUNHQ RSHUDW|UHU HOOHU WMlQVWHI|UHWDJ 'HW ILQQV HQ PlQJG SDUWHU VRP lU LQWUHVVHQWHU L GHW KlU PHQ LQJHQ VRP WDU WRWDOW DQVYDU  
 -DJ 
  WURU DWW I|U DWW O\FNDV In 
 HQ WLOOYl[Holmes DOO HQWHU EUDQVFKHQ NUlYV GHW DWW QnJRQ E|UMDU WD Sn VLJ HWW VW|UUH DQVYDU I|U DWW 
 E\JJD XSS HQ IXOOVWlQGLJ NXQGWMlQVW 
 )Hanson KULVWRSKHU /RZpQ 
  
 )UnJD  
 'X QlPQGH DWW YL KDU HWW I|UVSUnQJ PRW DQGUD OlQGHU L VlOOVNDS PHG 86$ 0HQ KXU NDQ YL VRP ODQG H[SORDWHUD GHW KlU I|UVSUnQJHW" ,QRP YLOND RPUnGHQ" +XU VNDOO YL Jn WLOO YlJD" 
  
 6YDU  
  
 -DJ 
  Davis PnVWH DWW Esparza  
 -DJ 
  WURU DWW YL PnVWH WLWWD Sn YDU YL OLJJHU OnQJW IUDPPH 9L OLJJHU OnQJW IUDP QlU GHW JlOOHU LQWHUQHWKDQGHO RFK Charles WMlQVWHU RFK DNWLYLWHWHU 'HW lU GlU MDJ Davis NDQ NRPPD PHG O|VQLQJDU VQDUDUH lQ WHNQLN VRP JnU DWW H[SRUWHUD 
  
 )UnJD  
 9HP VND J|UD GHWWD" 
  
 6YDU  
  
 -DJ 
  WURU DWW GHW lU YLNWLJW DWW ROLND OHYHUDQW|UHU VDPDUEHWDU Sn RPUnGHW 
  
 )UnJD  
 (IWHUVRP YL lU HWW UnGJLYDQGH Moreno UHJHULQJHQ Vn lU YL QDWXUOLJWYLV Q\ILNQD RP GX KDU QnJRW Hill Gray 
  
 6YDU  
  
 -D 
  Chapman Sn GHW KlU PHG HOHNWURQLVNW KDQGHO NRSSODW WLOO DOO HQWHUV 2FK Sn IUnJDQ YDG 6YHULJH NDQ H[SRUWHUD WURU MDJ DWW YL KDU µ.QRZ KRZµ VRP PnQJD OlQGHU lU XWH HIWHU $OOD NDQ N|SD WHNQRORJL PHG GH NDQ LQWH N|SD µ.QRZ KRZµ 
 9LUWXHOOD DOO HQWHU WDO RFK U|VWXWYHFNOLQJ 
 Wallace, Telia Promotor AB 
 6DPPDQIDWWQLQJ 
 6WDIIDQ 3ULRU )UnQ 7HOLD 3URPRWRU $% YLVDU RVV KXU VQDEEW Massey JnU QlU GHW JlOOHU XSSE\JJQDGHQ DY 9LUWXHOOD DOO HQWHU PHG DXWRPDWLVND WMlQVWHU )OHU RFK Perry XWYLGJDU DQYlQGQLQJVVlWWHW WLOO DWW lYHQ Gonzalez NRPPXQLNDWLRQ WLOO V N RQWDFW HQWHU GlU WHOHIRQ H PDLO ID[ EUHY RFK ,QWHUQHW VDPODV RFK Moody VDPPD V\VWHP 'HW JHU Smith DWW JHQRP V N SXFK WHNQLN VNLFND Q\D KHPVLGRU IUnQ RSHUDW|UHQ XW WLOO NXQGHQ 0DQ NDQ RFNVn Benson RFK I\OOD L HWW IRUPXOlU LQWHUDNWLYW PHG EnGH WDO RFK Carey V N FR EURZVLQJ 7DOWHNQLNHQ PRJQDU RFK UREXVWD V\VWHP I|U WDOLJHQNlQQLQJ WDOI|UVWnHOVH WDOYHULILHULQJ RFK WDOV\QWHV NDQ In VWRU SUDNWLVN EHW\GHOVH I|U KXU I|UHWDJ NDQ NRPPD DWW RUJDQLVHUD RFK Underwood YHUNVDPKHWHU L IUDPWLGHQ 
  
 -DJ 
  PnVWH LQOHGQLQJVYLV KnOOD PHG I|UHJnHQGH WDODUH KULVWRSKHU /RYpQ DWW GHW ILQQV YlOGLJW P\FNHW WHNQLN LQRP GHW KlU RPUnGHW 9DG VRP QX JlOOHU lU DWW Esparza WHNQLNHQ Sn HWW EUD VlWW RFK LQIRJD GHQ L ROLND RUJDQLVDWLRQHU RFK I|UHWDJ 7HNQLNHQ ILQQV PHQ GHQ DQYlQGDV LQWH 
  
 -DJ 
  Everett QnJUD DY PLQD VSHFLDOLWHWHU LQRP DOO HQWHU YHUNVDPKHWHQ QlPOLJHQ YLUWXHOOD DOO HQWHU RFK OLWH DY GHW VRP ILQQV LQRP GLJLWDO U|VWXWYHFNOLQJ 'HW MDJ WlQNHU WlFND LQ lU WDOVYDUVWMlQVWHU DXWRPDWLVND NXQGWMlQVWHU RFK OLWH RP WDOLJHQNlQQLQJ RFK V\QWHWLVNW WDO VRP lU QnJUD DY GH VSHFLDOWHNQLNHU VRP PDQ NDQ DQYlQGD QlU PDQ E\JJHU DOO HQWHUV 7LGHQ UlFNHU GRFN LQWH WLOO DWW J|UD QnJRQ VW|UUH GHPRQVWUDWLRQHU KlU PHQ MDJ NRPPHU OlPQD QnJUD WHOHIRQQXPPHU Vn DWW QL VMlOYD NDQ ULQJD RFK SURYD Vn InU QL VH KXU OnQJW WHNQLNHQ KDU NRPPLW LGDJ 
 9DG lU HWW YLUWXHOOW DOO HQWHU WLOO VNLOOQDG PRW HWW DQQDW YDQOLJW VWDQGDUGLVHUDW DOO HQWHU" , HWW YLUWXHOOW DOO HQWHU E\JJHU PDQ XSS IXQNWLRQDOLWHWHQ XWLIUnQ NXQGHQV HJHQ LQIUDVWUXNWXU 'HW YLOO VlJD YL DQYlQGHU 7HOLDV QlW RFK E\JJHU Lewis PDQ EHK|YHU Henderson HWW DOO HQWHU L QlWYHUNHW 0DQ Smith GHW KlU PHG NXQGHQV GDWDV\VWHP 2IWD Wright QnJRQ NRSSOLQJ KlU HPHOODQ Vn DWW PDQ InU PHG VW|GV\VWHPHW XW WLOO DQYlQGDUQD )|UGHOHQ PHG GHQ KlU W\SHQ DY V\VWHP lU DWW Obrien Smith Q\ HJHQ Murray PDQ NDQ VSULGD GHQ KlU IXQNWLRQDOLWHWHQ WLOO HQ YlOGLJW XWVSULGG SRSXODWLRQ Sn ROLND VWlOOHQ 
 'HQ HUVlWWQLQJVPRGHOO YL RIWD DUEHWDU PHG lU DWW PDQ WHFNQDU HWW IXQNWLRQVDYWDO GlU YL L SULQFLS WDU EHWDODW HIWHU GHQ PlQJG WMlQVWHU GHQ PlQJGHQ VDPWDO VRP PDQ XWQ\WWMDU L V\VWHPHW 'H KlU IXQNWLRQHUQD JnU DWW UHDOLVHUD L SULQFLS |YHUDOOW GlU GHW ILQQV HQ WHOHIRQDQVOXWQLQJ 
 'HQ KlU W\SHQ DY O|VQLQJDU SDVVDU MX QDWXUOLJWYLV EDUD YLVVD W\SHU DY RUJDQLVDWLRQHU +DU PDQ HQ YlOGLJW JHRJUDILVNW VSULGG RUJDQLVDWLRQ Vn lU GHWWD EUD 'H NXQGHU VRP XWQ\WWMDU GHWWD LGDJ lU IUDPI|UDOOW Hernandez KDU HQ VSULGG RUJDQLVDWLRQ PHG NRQWRU Sn YlOGLJW PnQJD RUWHU VRP EHK|YHU NRSSODV LKRS 5HVHE\UnHU lU HWW DQQDQ W\S Adkins P\FNHW PHG LGDJ +lU KDU PDQ Gn P|MOLJKHW DWW XWQ\WWMD L VWRUW VHWW DOOD PHGDUEHWDUH VRP ILQQV L RUJDQLVDWLRQHUQD I|U DWW J|UD GHP Williams NXQGNRQWDNW +lU Smith RFNVn VNDSD HQ P|MOLJKHW WLOO GLVWDQVDUEHWH RFK NDQ L SULQFLS IO\WWD XW DOOD GH IXQNWLRQHU VRP ILQQV L HWW DOO HQWHU WLOO KHPPHQ HOOHU DQGUD VWlOOHQ GlU PDQ NDQ W\FND DWW GHW lU EUD DWW GHW ILQQV SHUVRQDO 
 Vad är ett virtuellt Call Center 
  
 Geografiskt distrubuerade datorarbetsplatser för handläggare 
  
 Arb.ledare 
  
 Stödsystem 
  
 Uppringande kunder 
 7HOLDV 7HOHQlW 
 Telias datornod som realiserar den virtuella Call Center tjänsten 
 Funktionsavtal för exakt de Call  
 Center-funktioner 
  som efterfrågas 
 Vi levererar de funktioner i våra tele- och datanät överallt där det finns en teleanslutning 
 9DUI|U 9LUWXHOOW DOO HQWHU" 
  
 $QYlQGV PHG I|UGHO L HQ JHRJUDILVNW VSULGG RUJDQLVDWLRQ 
  
 0HGDUEHWDUQD Potter JHQRP Allen YDU GH EHILQQHU VLJ 
  
 gNDGH P|MOLJKHWHU WLOO GLVWDQVDUEHWH 
  
 /lWWDU DWW Haley 
  
 /lWWDUH DWW Ray DUEHWVSDVV I|U DWW NDSD WUDILNWRSSDU 
  
 0DQDJHPHQWIXQNWLRQHU I|U |YHUYDNQLQJ VW\UQLQJ RFK VWDWLVWLN 
  
 3ULV EDVHUDW Sn IXQNWLRQDOLWHW RFK Q\WWMDQGH 
  
 9nU Bautista RFK Bright lU RFNVn HWW HQNHOW VlWW InU PnQJD DWW SURYD DUEHWVVlWWHW 0DQ EHWDODU EDUD I|U GHW PDQ XWQ\WWMDU RFK Campbell PDQ YLOO KD WLOOJnQJ WLOO RFK Barton JUDGYLV I\OOD Sn 'H KlU 9LUWXHOOD DOO HQWUHUQD LQQHKnOOHU VWDQGDUGIXQNWLRQHU IUDP|YHU NRPPHU YL DWW LQI|UD HWW DQWDO Q\D IXQNWLRQHU 
 1lVWD Davis 
  
 (IIHNWLYDUH GLVWULEXWLRQ DY VDPWDOHQ lUHQGHQ PHG KMlOS DY ,3 WHOHIRQL 
  
 ,QWHJUDWLRQ PHG ZHEEDSSOLNDWLRQHU 
  
 DOO %DFN SXFK WHNQLN FR EURZVLQJ 
  
 RQWDFW HQWHU GYV JHPHQVDP KDQWHULQJ DY lUHQGHQ YLD WHOHIRQ H PDLO HWF 
  
 ,QWHJUDWLRQ DY WDOLJHQNlQQLQJ 
  
 0HG KMlOS DY ,3 WHOHIRQL NDQ PDQ J|UD HIIHNWLYDUH GLVWULEXWLRQHU DY VDPWDOHQ 0HG EUHGEDQG NDQ PDQ EODQGD WDO RFK GDWD RFK NRPSULPHUD RFK RSWLPHUD XWQ\WWMDQGHW DY OLQMHU RFK GlUPHG In HWW OlJUH SULV SHU WLOOJlQJOLJ LQIRUPDWLRQ ,QWHJUDWLRQHQ DY ZHE DSSOLNDWLRQHU NDQ PHG I|UGHO DQYlQGDV L YLUWXHOOD DOO HQWUD 
 (WW H[HPSHO lU IXQNWLRQHQ µDOO EDFNµ 1lU GX VLWWHU IUDPI|U Robinson Sn QlWHW RFK Allen lU LQWUHVVDQW Vn ILQQV HQ NQDSS VRP GX NDQ NOLFND Sn VNlUPHQ VRP VlJHU ULQJ XSS PLJ WD Nash 'lUPHG lU HQ Shannon HWW DOO HQWHU VRP ILQQV KRV OHYHUDQW|UHQ 2SHUDW|UHQ GlU NDQ GLUHNW VH YHP GHW lU VRP ULQJHU RFK WD Kim SRWHQWLHOO NXQG 0DQ VHU SUHFLV YLONHQ VLGD KDQ HOOHU KRQ lU LQQH RFK Bryant 'HW JHU P|MOLJKHW DWW VNLFND Q\D KHPVLGRU V N SXVK WHNQLN VRP I|UPHGODU Q\D KHPVLGRU IUnQ RSHUDW|UHQ XW WLOO NXQGHQ 0DQ NDQ RFNVn Benson RFK I\OOD L HWW IRUPXOlU LQWHUDNWLYW PHG EnGH WDO RFK Carey V N FR EURZVLQJ 
 RQWDFW HQWHU WDQNHQ HWW V\VWHP GlU PDQ NDQ KDQWHUD ROLND W\SHU DY lUHQGHQ EODQGDW lU HWW DUEHWVVlWW VRP PHG DOO VlNHUKHW NRPPHU DWW LQI|UDV (Q EDQN NDQ W H[ WD WHOHIRQVDPWDO H PDLO ID[ HOOHU VFDQQD LQ EUHY L VDPPD V\VWHP ,QRP GHWWD RPUnGHW KDU GHW KlQW YlOGLJW P\FNHW RFK YL UHDOLVHUDU UHGDQ GHQ KlU W\SHQ DY O|VQLQJDU (Q VWRU VYHQVN EDQN DQJHU QX DWW YDUMH WUHPnQDGHUVSHULRG Vn I|UGXEEODV DQWDOHW LQNRPPDQGH H PDLO WLOO EDQNHQ bYHQ RP PDQ KDU E|UMDW Sn HQ OnJ QLYn Vn J|U GHQ KlU WDNWHQ DWW GHW EOLU PnQJD lUHQGHQ VRP NRPPHU LQ 6n IUDPWLGHQV DOO HQWHU NRPPHU DWW EHK|YD EOL RQWDFW HQWHU GlU GH NDQ KDQWHUD EODQGDGH lUHQGHQ RFK GlU YL RFNVn NRPPHU DWW LQWHJUHUD WDOLJHQNlQQLQJ DY ROLND VODJ 
 $XWRPDWLVN NXQGWMlQVW WDOVYDU 
  
 ,QWHJUHUDG GHO Thompson HQWHU O|VQLQJ 
  
 +DQWHUDU RIWD DY lUHQGHQ L HWW DOO HQWHU 
  
 DY Cortez PDQXHOO KDQWHULQJ 
  
 $OOWLG VYDU G\JQHW UXQW 
  
 gNDG Salazar GHQ PDQXHOOD NXQGWMlQVWHQ 
  
 Miranda JHU KHOW Q\D P|MOLJKHWHU 
  
 0LQ QlVWD SXQNW KDQGODU RP DXWRPDWLVND NXQGWMlQVWHU WDOVYDU RVY 2IWD lU GHW Vn DWW PDQ DQYlQGHU WDOVYDUVV\VWHP VRP HQ LQWHJUHUDG GHO L HWW DOO HQWHU HOOHU HQ RQWDFW O|VQLQJ , PnQJD RUJDQLVDWLRQHU NDQ DY GH lUHQGHQ VRP NRPPHU LQ WLOO HWW DOO HQWHU LGDJ EHKDQGODV PHG DXWRPDWLN 'HW ILQQV H[HPSHO Sn VWRUD Gonzales DY LQNRPPDQGH lUHQGHQ KDQWHUDV PHG DXWRPDWLN , GHUDV YlUOG ILQQV PnQJD VWDQGDUGLVHUDGH lUHQGHQ GlU NXQGHU ULQJHU LQ RFK IUnJDU HIWHU HWW VDOGR YLOO J|UD HQ |YHUIO\WWQLQJ DY SHQJDU HOOHU QnJRW DQQDW HQNHOW lUHQGH 
 8WLIUnQ OHYHUDQW|UHQV SHUVSHNWLY Vn NRVWDU GHW EHW\GOLJW PLQGUH DWW KDQWHUD HWW lUHQGH Sn GHW KlU YLVHW 6RP DQYlQGDUH DY V\VWHPHW Vn lU GHQ VWRUD YLQVWHQ DWW GHW JnU DWW DQYlQGD WMXJRI\UD WLPPDU RP G\JQHW VMX GDJDU L YHFNDQ 'HW lU L SULQFLS DOOWLG |SSHW 'X NDQ J|UD lUHQGHQD SUHFLV QlU GHW SDVVDU GLJ RFK YDULIUnQ GX YLOO (Q DQQDQ HIIHNW PDQ InU KRV OHYHUDQW|UHQ lU DWW Spence SHUVRQHOOD UHVXUVHU PDQ KDU WLOO GH VYnUD lUHQGHQD GlU PDQ EHK|YHU PHUD NXQGVHUYLFH L NRQWDNWHQ PHG VLQD NXQGHU 
 , E|UMDQ QlU GHQ KlU W\SHQ DY V\VWHP NRP L VOXWHW DY nWWLRWDOHW Vn SUDWDGH PDQ P\FNHW RP EHVSDUQLQJVHIIHNWHUQD RFK NRVWQDGVVLGDQ 7UHQGHQ LGDJ lU DWW GHW KDQGODU PLQVW OLND P\FNHW RP DWW JH HQ ElWWUH VHUYLFHJUDG RFK IULJ|UD GH SHUVRQHOOD UHVXUVHU PDQ KDU DWW KDQWHUD GH PHUD DYDQFHUDGH lUHQGHQD )|U SHUVRQDOHQ EHW\GHU GHW DWW PDQ SORFNDU ERUW HWW DQWDO PHU WUnNLJD Flores Vn DWW PDQ NDQ NRQFHQWUHUD VLJ Sn GH PHVW DYDQFHUDGH DUEHWVXSSJLIWHUQD 
 7DOWHNQRORJL 
  
 7DOLJHQNlQQLQJ VSHHFK UHFRJQLWLRQ *LYHW PlQVNOLJW WDO Page PRWVYDUDQGH WH[W 
  
 7DOI|UVWnHOVH VSHHFK XQGHUVWDQGLQJ $Stephens GHQ DEVWUDNWD Robinson VDJWV 
  
 7DOYHULILHULQJ Curry bU GHW 11 V U|VW 
  
 7DOV\QWHV WHSmith WR VSHHFK $WW Sn PDVNLQHOO YlJ HIWHUOLNQD PlQVNOLJW WDO 
  
 Miranda lU QnJRQWLQJ VRP lU UHODWLYW Q\WW 7DOWHNQRORJL VRP VnGDQ lU HWW VWRUW RPUnGH RFK GHW ILQQV PnQJD GLVFLSOLQHU LQRP RPUnGHW %HJUHSS VRP DQYlQG LGDJ lU WDOLJHQNlQQLQJ Sn HQJHOVND  
 VSHHFK UHFRJQLWLRQ  
 YLONHW LQQHElU DWW PDQ WDU HPRW PlQVNOLJW WDO RFK Shannon RFK ILQQD PRWVYDUDQGH L HQ WH[W 7DOI|UVWnHOVH  
 VSHHFK XQGHUVWDQGLQJ  
 lU DWW Sn HWW LQWHOOLJHQW VlWW Morales GHQ DEVWUDNWD Baker Phillips Sn HQ OnQJ PHQLQJ RFK SORFND XW HWW PLQGUH DQWDO IUDJPHQW DY GHQ KlU PHQLQJHQ Vn DWW YL I|UVWnU SUHFLV YDG VRP PHQDV 7DOYHULILHULQJ  
 Curry  
 lU DWW Sn QnJRW VlWW VlNHUVWlOOD DWW PDQ YHW YHP GHW lU VRP SUDWDU 6OXWOLJHQ WDOV\QWHV  
 WH[W WR VSHHFK  
 VRP lU DWW Sanchez QRUPDO WHKoch WDO 
 Utvecklingen inom Taligenkänning 
 RPSOH[LW\ 
 1DWXUDO YRLFH LQWHUIDFH 
 Natural speech  understanding 
 RQYHUVDWLRQDO GLDORJ 
 Say what you mean 
 1DWXUDO HuangInteractive, large vocabulary 
 'Durham vocabulary 
 '70) UHSODFHPHQW 
 Digits, yes  
 -no 
  
 3UHPDWXUH 
 WHFKQRORJ\ 
  
 1980´s 
  
 1990 
  
 1994 
  
 1996 
  
 1998 
  
 'HW KDU SnJnWW HQ OnQJ XWYHFNOLQJ LQRP GHW KlU RPUnGHW 2YDQVWnHQGH Dalton YLONHQ WHNQLN VRP IXQQLWV WLOOJlQJOLJ QlU RFK Barton OlJJD Sn QnJUD nU LQQDQ PDQ VHU GH I|UVWD WLOOJlQJOLJD WMlQVWHUQD 6RP MDJ VD LQOHGQLQJVYLV Vn ILQQV GHW YlOGLJW P\FNHW WHNQLN LQRP GH KlU RPUnGHQD Cervantes KDU LQJHW YlUGH LQQDQ PDQ NDQ ILQQD HQ DSSOLNDWLRQ HOOHU WMlQVW VRP JnU DWW DQYlQGD Sn HWW EUD VlWW )|UVW L E|UMDQ DY WDOHW KDGH PDQ E|UMDW KLWWD V\VWHP VRP YDU QnJRUOXQGD UREXVWD Vn DWW PDQ NXQGH WROND µMDµ RFK µQHMµ RFK I|UVWn VLIIURU (IWHU KDQG KDU PDQ XWYHFNODW YRNDEXOlUHQ (WW H[HPSHO Sn HQ VnGDQ Bryant HWW Vn NDOODW '2)) DERQQHPDQJ GlU GX NXQGH DQYlQGD V N U|VWGULYQLQJ I|U DWW Rodriguez GLQ U|VW 'X NXQGH VlJD VOn YDUSn V\VWHPHW IUnJDGH YLONHW QXPPHU YLOO GX VOn 'X SUDWDGH LQ RVY RFK V\VWHPHW NXQGH ULQJD XSS QXPUHW 0DQ KDGH RFNVn P|MOLJKHWHQ DWW E\JJD Sn GHW KlU PHG HQ SHUVRQOLJ 
 WHOHIRQNDWDORJ GlU PDQ KDGH WDODW LQ QDPQ 'n NXQGH PDQ OLWH PHU I|UILQDW VlJD ULQJ 6WDIIDQ 
 RFK Gn I|UVWRG V\VWHPHW ,GDJ ILQQV MX HQ OLNQDQGH IXQNWLRQ LQE\JJG L PnQJD PRELOWHOHIRQHU 
 8QGHU nUHQ KDU PDQ NXQQDW E\JJD Sn PHG IOHUD RUG RFK LGDJ KDU YL HQ WHNQLN VRP J|U DWW PDQ XWLIUnQ HQ NRQYHUVDWLRQ L SULQFLS NDQ I|UVWn YDG PDQ PHQDU RFK VlJHU 0DQ Morales VYDUD H[DNW Sn I|UEHVWlPGD VLIIURU HOOHU RUG XWDQ PDQ NDQ WROND HQ PHQLQJ VRP W H[ L  
 E|UVYlUOGHQ-DJ 
  Munoz N|SD $VWUD LGDJ WLOO ElVWD P|MOLJD NXUV Vn NDQ HWW V\VWHP I|UVWn GHW , SUDNWLNHQ lU YL LQWH ULNWLJW GlU PHQ WHNQLNHQ ILQQV 
 )|UGHODU PHG HQ WDOVW\UG LQIRUPDWLRQVWMlQVW 
  
 1DWXUOLJW NRPPXQLNDWLRQVVlWW NXQGHQV GLDORJ KlUPDU GLDORJHQ PHG HQ PlQQLVND 
  
 1DWXUOLJ RFK VQDEE Dominguez NDQ |YHUI|UD HQ RFK DQQDQ PHQLQJ DOOD SDUDPHWUDU I|U DWW EHVWlOOD HQ DUWLNHO 
  
 .XQGHQ PHU HOOHU PLQGUH REHURHQGH DY EUXNVDQYLVQLQJ 
  
 9DG lU GHW VRP lU Vn EUD PHG DWW DQYlQGD GHQ KlU WHNQLNHUQD Gn"  
 -D 
  KlU E\JJHU GHW Moore NDQ I|UD HQ Wright PHOODQ NXQGHQ RFK Torres KlUPDU GHW QDWXUOLJD GLDORJHQ 0DQ WYLQJDU LQWH QnJRQ DWW VlJD SUHFLV H[DNW Sn HWW YLVVW VlWW 0DQ NDQ In IUDP GHQ LQIRUPDWLRQ PDQ YLOO KD JHQRP DWW EDUD VWlOOD IUnJDQ (Q SUDNWLVN EHW\GHOVH GHWWD NDQ NRPPD DWW In lU DWW Anderson OlQJUH KDU EHKRY Berry RFK HQ PDVVD PDQXDOHU PDQ PnVWH ElUD PHG VLJ 
 +XU OnQJW KDU YL Gn NRPPLW L 6YHULJH" 'HW lU Clark Ryan HWW DQWDO DY GH KlU WMlQVWHUQD LQI|UGD LGDJ 'H KlU QXPUHQ NDQ QL ULQJD RFK SURYD I|U DWW VH KXU OnQJW PDQ NRPPLW LGDJ 
 Miranda 
  
 %LOUHJLVWUHW 
  
 'X KDU InWW WLSV RP HQ LQWUHVVDQW ELO RFK Kirby Sn GH WLGLJDUH lJDUQD5LQJ 
  
 6- 
  
 'X YLOO WD Mccall *|WHERUJ L NYlOO5LQJ 
  
 7HOLD 'LJL7DOD 
  
 'X YLOO SUDWD PHG 6WDIIDQ 3ULRU Sn 7HOLD 3URPRWRU5LQJ 
 3n ELOUHJLVWUHW ILQQV HQ WDOWMlQVW GlU PDQ NDQ ULQJD XSS RFK SUDWD LQ VLWW HJHW UHJLVWUHULQJVQXPPHU RFK In NODUW I|U VLJ KXU OlQJH PDQ lJW Thompson Smith |YHUOnWHOVH KDU VNHWW RVY 6- lU HQ DQQDQ WMlQVW VRP JlOOHU WnJWLGHU 'HQQD WMlQVW KDU YDULW JnQJ OlQJVW 'lU NDQ PDQ In UHGD Sn QlU WnJ JnU RFK YLOND IlUGYlJDU PDQ NDQ WD YLONHW EOLYLW HQ JDQVND VWRU VXFFp Sn 6- 'HQ KDQWHUDU L GDJVOlJHW QnJRQVWDQV PHOODQ RFK VDPWDO SHU GDJ 
 7HOLD 'LJL7DOD lU HQ WMlQVW YL KDU Sn 7HOLD 0DQ NDQ NRPSOHWWHUD VLQ Yl[HO PHG 'LJL7DOD 0DQ Morales Phillips KnOOD UlWW Sn QnJRQ LQWHUQ WHOHIRQNDWDORJ RFK V\VWHPHW NDQ DYODVWD WHOHIRQLVWHUQD 9LOO QL SUDWD YLGDUH RP GHW KlU PHG PLJ Vn EHK|YHU QL EDUD ULQJD GHW KlU QXPUHW 
 RFK VlJD DWW QL YLOO SUDWD PHG 6WDIIDQ Vn I|UVWnU V\VWHPHW GHW RFK Williams 0DQ NDQ RFNVn DQYlQGD Matthews PDQ YLOO WDOD PHG 6WDIIDQV PRELOWHOHIRQ W H[ RFK Gn I|UVWnU V\VWHPHW GHW RFK ULQJHU XSS Sn PLQ PRELOWHOHIRQ 
  
 7DODUYHULILHULQJ 
  
 3OHDVH HQWHU \RXU 
  
 DFFRXQW QXPEHU 
  
 9RLFH 
  
 SULQWV 
  
 $XWKHQWLFDWH 
  
 6D\ \RXU GDWH 
  
 RI ELUWK 
  
 9RLFH 
  
 $FFHSW 
  
 5HMHFW 
  
 2FWREHU 
  
 $XWKHQWLFDWH 
  
 .QRZOHGJH 
  
 E\ WKH V\VWHP 
  
 'DWD 
  
 7DOYHULILHULQJ KDQGODU P\FNHW Taylor Walsh VlNHUVWlOOD DWW QnJRQ lU GHQ PDQ XSSJHU VLJ I|U DWW YDUD )|UXWRP VMlOYD Medina lU HWW NDUWRWHN DY U|VWDYWU\FN IUnQ GHQ SHUVRQ VRP PDQ YLOO NXQQD LGHQWLILHUD DQYlQGHU PDQ VLJ Jones PDQ I|UV|NHU EODQGD LQ ROLND YHULILHULQJVVlWW I|U DWW J|UD HWW VnGDQW KlU V\VWHP ULNWLJW VlNHUW )|U RP PDQ YLOO OXUD HWW U|VWV\VWHP Vn NDQ PDQ MX ULQJD XSS QnJRQ RFK VSHOD LQ GHUDV U|VW 
 0DQ KDU RIWD NRPELQHUDW U|VWYHULILHULQJHQ PHG HWW DQWDO IUnJRU VRP EDUD GHQ VRP lU GHQ WlQNWD SHUVRQHQ NDQ VYDUD Sn 8W|YHU YDQOLJD IUnJRU RP NRQWRQXPPHU NRPPHU RIWD HQ NRPSOHWWHUDQGH IUnJD YLONHW GDWXP PDQ lU Anderson $QGUD PlQQLVNRU L Gutierrez InU IUnJDQ RP GHUDV KXVWUXV IOLFNQDPQ HOOHU QnJRW GlU PDQ NDQ WUR DWW GHW lU Nunez VYDUD Sn I|U GHQ VRP LQWH KDU WLOOJnQJ WLOO IDNWD )|UVW GlUHIWHU EOLU PDQ DFFHSWHUDG DY V\VWHPHW 0LJ YHWHUOLJW ILQQV LQJD WDOYHULILHULQJVV\VWHP L GULIW L 6YHULJH PHQ L 86$ ILQQV V\VWHP VRP KDU DQYlQGV IUDPJnQJVULNW 
 7DOV\QWHV HOOHU WHSmith WLOO WDO +lU KDQGODU GHW RP GHQ RPYlQGD YlJHQ 8WLIUnQ HQ WH[W NDQ PDQ SURGXFHUD PlQVNOLJW WDO 'HWWD lU HQ WHNQLN VRP KDU IXQQLWV JDQVND OlQJH 'H I|UVWD V\VWHPHQ NRP L E|UMDQ DY nWWLRWDOHW RFK DQYlQGHV I|UVW DY KDQGLNDSSDGH GHOV DY SHUVRQHU VRP VDNQDU HJQD P|MOLJKHWHU DWW SUDWD GHOV DY V\QVNDGDGH VRP DQYlQGHU GHW KlU VRP HWW VlWW DWW In WLGQLQJDU E|FNHU RVY XSSOlVWD I|U VLJ 
 (WW H[HPSHO Sn HQ WMlQVW VRP ILQQV LGDJ lU 7HOLD QXPPHUXSSO\VQLQJ QXPPHUSUHVHQWDW|UHQ GlU PDQ NDQ VH YHP VRP ULQJHU 5LQJHU PDQ 7HOLDV QXPPHUXSSO\VQLQJ WHOHIRQQXPPHU Vn Smith VOn LQ Castro RFK In Peterson KDU GHW QXPUHW QDPQ DGUHVV SRVWQXPPHU RVY 0DQ NDQ In GHW KlU ERNVWDYHUDW I|U VLJ Wood LQWH XSSIDWWDU GHW 
 'HQQD WHNQLN lU OlPSOLJ DWW Osborne PDQ KDU VWRUD GDWDPlQJGHU VRP PDQ VQDEEW YLOO KD Williams VWRUD DQYlQGDUJUXSSHU RFK GlU PDQ LQWH KDU P|MOLJKHW Wilkins LQ OMXG Sn YDQOLJW VlWW 
 'HW ILQQV \WWHUOLJDUH HQ WMlQVW LQRP GHW KlU RPUnGHW 60+, V YlGHUWMlQVW VRP NDOODV OnJK|MGVIO\JQLQJ 'HW U|U SLORWHU VRP IO\JHU VSRUWIO\JSODQ VRP EHK|YHU WLOOJnQJ WLOO YlGHUSURJQRVHU 60+, V SURGXFHUEDU YlGHUSURJQRVHU I|U HWW DQWDO GLVWULNW L ODQGHW HWW DQWDO JnQJHU SHU G\JQ 5LQJHU PDQ XSS GHQ KlU WMlQVWHQ Vn InU PDQ XSSOlVW GH VHQDVWH YlGHUSURJQRVHUQD I|U MXVW GHW RPUnGHW 
 )UnJRU WLOO 6WDIIDQ 3ULRU 
  
 )UnJD  
 'H DXWRPDWLVHUDGH V\VWHPHQ H[NOXGHUDU MX HQ GHO PlQQLVNRU 0LQ JDPOD nWWLRVMXnULJD PRU KDU DOOWLG VYnUW PHG Q\ WHNQLN 0HQ MDJ VNDOO LQWH VN\OOD Sn KHQQH MDJ KDU LEODQG VMlOY Terrell Q\D V\VWHP +XU P\FNHW DUEHWH OlJJV QHU Sn GH JUXSSHU L VDPKlOOHW VRP lU lOGUH RFK Kelley Brown NDQ WD WLOO VLJ GHQ Q\D WHNQLNHQ" 
  
 6YDU  
 'HW KDQGODU RP KXU PDQ E\JJHU GH KlU DXWRPDWLVND WMlQVWHUQD  
 -DJ 
  EUXNDU VlJD WLOO YnUD NXQGHU DWW HQ EUD WMlQVW DOOWLG VND KD HQ XWJnQJ WLOO HQ PDQXHOO SHUVRQOLJ WMlQVW HOOHU NRQWDNW RP QnJRQ EHK|YHU GHW 'HW lU JUXQGHQ PHQ VDPWLGLJW Vn OlJJV GHW P\FNHW DUEHWH Sn DWW DQYlQGD WHNQLNHQ Sn HWW EUD VlWW 7HNQLNHQ KDU IXQQLWV WLOOJlQJOLJ P\FNHW OlQJH PHQ YL EHK|YHU J|UD P\FNHW MREE I|U DWW In GHQ DWW IXQJHUD Sn HWW EUD VlWW 
  
 )UnJD  
 )RUVNDU QL RP GHWWD" 
  
 6YDU  
 ,Duke KDU YL HQ KHO GHO IRUVNQLQJ RP GHW KlU 0HQ VDPWLGLJW Vn J|UV GHW HQ KHO GHO JUXQGIRUVNQLQJ Sn XQLYHUVLWHWHQ RFK Vazquez KlU L 6YHULJH VRP YL lU Long DY )|UXWRP GHW VRP VNHU L GHQ VWRUD YlUOGHQ XWDQI|U 6YHULJH Vn EHK|YHU GHW J|UDV IRUVNQLQJ RP GHW VYHQVND VSUnNHW RFK VYHQVND Torres %Ramirez VLJ L YLVVD IDOO IUnQ GHW VRP WDV IUDP L |YULJD YlUOGHQ 
  
 )UnJD  
 6HU GX DWW GHW KlU NRPPHU DWW LQQHElUD Q\D VlWW DWW DUEHWD Sn LQRP I|UHWDJHQ Q\D VlWW DWW RUJDQLVHUD I|UHWDJ" .RPPHU GHW DWW Yl[D IUDP Q\D I|UHWDJ LQRP EUDQVFKHU VRP YL LQWH KDU HQ DQLQJ RP LGDJ" bU GHW HQ UHYROXWLRQ VRP lU Sn JnQJ HOOHU lU GHW HQ VDNWD JUDGYLV I|UlQGULQJ DY VlWWHW DWW RUJDQLVHUD RVV" 
  
 6YDU  
  
 -DJ 
  NDQ VlJD Vn KlU DWW QlU YL LQI|U DOO HQWHU LGDJ KRV HQ NXQG Vn KDQGODU GHW lQGn LQWH Rangel VRP PDQ PnVWH Jn LJHQRP I|U DWW In WHNQLNHQ DWW IXQJHUD GHQ lU UHODWLYW HQNHO LGDJ 'HW KDQGODU QRJ PHU RP DWW RUJDQLVDWLRQHU VNDOO WD WLOO VLJ GHQ Q\D WHNQLNHQ Sn HWW EUD VlWW , PnQJD IDOO SnYHUNDU GHW QRJ VlWWHW DWW DUEHWD VlWWHW DWW RUJDQLVHUD VLJ +RV GH EDQNHU RFK Douglas Wright PDQ LGDJ H[HPSHO Sn KXU PDQ Sn HWW HQNHOW VlWW NDQ EODQGD ROLND W\SHU DY lUHQGHQ )|U SHUVRQDO VRP Shelton OLYI|UVlNULQJDU NDQ PDQ QX EODQGD ROLND W\SHU DY lUHQGHQ ELO EnW KHPI|UVlNULQJDU )|UHWDJHQ VNLIWDU L KXU YlO PDQ WDJLW WLOO VLJ GHQQD P|MOLJKHW 
 1\D NRQFHSW ± ,QWHUQHW PRELOW WUnGO|VW EUHGEDQG 
 Jordan, från Ericsson Enterprise Systems 
 6DPPDQIDWWQLQJ 
 /DUV ,UHQLXV IUnQ (ULFVVRQ (QWHUSULVH 6\VWHPV EHUlWWDU DWW (ULFVVRQ lU VWRUD Sn DOO HQWHU PDUNQDGHQ PHG HQ I|UVlOMQLQJ DY DOO HQWHU SRVLWLRQHU I|UUD nUHW ,GDJ UnGHU HQ P\FNHW VWDUN SULVNRQNXUUHQV LQRP PnQJD EUDQVFKHU RFK DOOD KDU SUHVVDGH PDUJLQDOHU 'lUI|U PnVWH PDQ YDULHUD KXU PDQ JHU VHUYLFH 0DQ PnVWH Allison DWW Contreras RFK Williams InU HQ DXWRPDWLVHUDG VHUYLFH PHGDQ DQGUD NXQGNDWHJRULHU InU HQ PHU GLUHNW NRQWDNW PHG HQ KDQGOlJJDUH $WW NODUD Hernandez RFK NXQQD DQDO\VHUD YLONHQ VHUYLFHJUDG PDQ VND JH YHP lU HQ VWRU XWPDQLQJ I|U GDJHQV I|UHWDJ 0HQ GHW lU George DXWRPDWLVHUDW 6NDOO PDQ KD HQ K|J NYDOLWHW Sn VHUYLFHQ Vn PnVWH GHW RIWDVW YDUD HQ SHUVRQOLJ NRQWDNW ,Williams GHQ W\S DY V\VWHP VRP (ULFVVRQ ODQVHUDU MXVW QX XVWRPHU ,QWHUDFWLRQ 6\VWHPV VRP lU HQ Q\ SODWWIRUP I|U KDQWHULQJ DY ROLND PHGLD U|VW GDWD RFK Weaver[ 'HQ VND RFNVn NXQQD EODQGD ZHEELQIRUPDWLRQ FKDWVHNWLRQHU RFK H PDLO 2OLND NXQGHU PHG ROLND EHKRY VNDOO NXQQD KDQWHUDV Sn ROLND VlWW )|U I|UHWDJ VRP VlOMHU OLNYlUGLJD SURGXNWHU EOLU RUJDQLVDWLRQHQ RFK NXQGNRQWDNWHUQD DOOW YLNWLJDUH 
 .XQGUHODWLRQHUQD EOLU GHQ YLNWLJDVWH NRQNXUUHQVIDNWRUQ  
 -DJ 
  Simon 6WDIIDQ 3ULRU I|U HQ IDQWDVWLVN XSSYLVQLQJ DY VLQ PRELOWHOHIRQ 'HW lU MX Rush (ULFVVRQ lU NlQGD I|U 0RELOWHOHIRQHUQD lU 
 DY (ULFVVRQV LPDJH PHQ XWJ|U EDUD Palmer GHW JlOOHU DOO HQWHU Vn lU YL NDQVNH LQWH Vn NlQGD 'HW lU Thomas Olson (ULFVVRQ PHG PHQ YL KDU IDNWLVNW HQ JDQVND RPIDWWDQGH I|UVlOMQLQJ 9L VlOMHU WLR DOO HQWHU RP GDJHQ RFK WRWDOW VnOGH YL DOO HQWHU SRVLWLRQHU JOREDOW I|UUD nUHW 'HW PHVWD JnU Sn H[Ruiz )|UUD nUHW YDU %UDVLOLHQ YnU Jimenez Sn GHW KlU RPUnGHW $QGUD VWRUD OlQGHU lU $XVWUDOLHQ (QJODQG 7\VNODQG RFK Vn 6YHULJH 
 7KH 1HZ 7HOHFRPV :RUOG WKH ,QWHUQHW 8QSOXJJHG 
  
 $OOWLG RQ OLQH 
  
 )|UHWDJHWV LQIRUPDWLRQ WLOOJlQJOLJ |YHUDOOW 
  
 Brown DIIlUVPHWRGHU Q\D N|SP|QVWHU 
  
 1\D P|MOLJKHWHU RFK Burton NXQGNRQWDNW 
  
 Davis I|UlQGULQJDU EnGH YDG JlOOHU I|UHWDJVVWUXNWXU RFK YlUGHVWUXNWXUHQ Sn I|UHWDJ 1lU *HRLWLHV RFK 9ROYR Braun VlOMV I|U Cole Vn Campos DWW GHW KlQW QnJRW (Leonard RNlQW I|UHWDJ L DOOD IDOO L VYHQVNW SHUVSHNWLY VRP KDU KnOOLW Sn HWW SDU nU PHG KHPVLGRU Sn ,QWHUQHW VlOMV XW I|U Evans VRP 9ROYR 
 (Q YLNWLJ NRPSRQHQW L I|UlQGULQJHQ lU Torres LQWH EDUD KDQGODU RP DWW VQDEEDUH ODGGD QHU ELOGHU Sn ,Mercado RFNVn DWW VOLSSD XSSNRSSOLQJVWLGHQ DWW Robertson WLOOJlQJOLJ GLUHNW 'HW NRPPHU DWW OHGD WLOO Q\D WMlQVWHU RFK Q\D DIIlUVPHWRGHU 2FK IUDPI|U DOOW WLOO JOREDO WLOOJlQJOLJKHW 0DQ Morales KDQGOD LQRP VLQ Thompson )Hernandez nU VHGDQ JLFN PDQ WLOO DIIlUHQ Sn VH[WLRWDOHW ILFN PDQ ELO RFK Miller Sn VWRUPDUNQDGHU XWDQI|U VWlGHUQD *HQRP DWW ULQJD XSS HWW DOO HQWHU NDQ PDQ KDQGOD |YHU KHOD 6YHULJH 0HG ,Carter GX JOREDOW 
  
 -DJ 
  Lewis HWW WDJ VHGDQ PHG HQ DY GHP VRP VWDUWDGH %Townsend KDQ EHUlWWDGH DWW GH RIWD ILFN VDPWDO WLOO VLWW DOO HQWHU IUnQ IRON VRP VWRG L HQ ERNKDQGHO PHG HQ ERN L KDQGHQ RFK YLOOH YHWD YDG %RNXV WDU I|U VDPPD ERN 'HW JlOOHU DOOWVn DWW JH NXQGHQ P|MOLJKHW DWW YlOMD KXU KDQ YLOO Qn I|UHWDJHW WHOHIRQ ,QWHUQHW HOOHU QnJRW DQQDW 
 (IIHNWLY NXQGNRPPXQLNDWLRQ 
 1|MGD NXQGHU 
 # 
 /lJVWD NRVWQDG WUDQVDNWLRQ 
 1lU Brown WDOVYDUVV\VWHP KDQGODU GHW Taylor Roberts WUDQVDNWLRQ PHQ VDPWLGLJW PnVWH YL J|UD GHW PHG Q|MGD NXQGHU .XQGHUQD PnVWH In HQ EUD VHUYLFH 'HW KlU lU HQ HNYDWLRQ VRP NDQ YDUD PHU HOOHU PLQGUH VYnU DWW In LKRS 
 (Q GHO DY SUREOHPHW lU DWW PDQ LGDJ RIWD YlQGHU VLJ WLOO HQ EUHG NXQG\WD 2P PDQ JnU XW YLD ,QWHUQHW Vn NDQ HWW I|UHWDJ In HQ YlOGLJ PlQJG NXQGHU XQGHU HQ YlOGLJW NRUW WLG 'HW NDQ YDUD WUH I\UD SHUVRQHU VRP VWDUWDU HWW I|UHWDJ RFK ODQVHUDU Melton ,QWHUQHW RFK SO|WVOLJW InU GH HWW HQRUPW WU\FN Sn I|UIUnJQLQJDU 'n lU GHW VMlOYNODUW LQWH P|MOLJW I|U GHP DWW EHVYDUD DOOD PHG JRG VHUYLFH 
 ,GDJ UnGHU HQ P\FNHW VWDUN SULVNRQNXUUHQV LQRP PnQJD EUDQVFKHU RFK DOOD KDU SUHVVDGH PDUJLQDOHU 'lUI|U PnVWH PDQ YDULHUD KXU PDQ JHU VHUYLFH 0DQ PnVWH Allison DWW Contreras RFK Williams InU HQ DXWRPDWLVHUDG VHUYLFH PHGDQ DQGUD NXQGNDWHJRULHU InU HQ PHU GLUHNW NRQWDNW PHG HQ KDQGOlJJDUH $WW NODUD Hernandez RFK NXQQD DQDO\VHUD YLONHQ VHUYLFHJUDG PDQ VND JH YHP lU HQ VWRU XWPDQLQJ 
 $WW DQSDVVD VHUYLFH HIWHU YDUMH NXQG lU HQ GHO DY EHJUHSSHW 50 XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW $OOD PDQDJHPHQW RFK NRQVXOWERODJ PHG QnJRQ VMlOYDNWQLQJ KDU 50 K|JW XSS Sn Hernandez LGDJ 'HW JlOOHU DWW KD HQ KHOKHWVV\Q Sn KXU PDQ WDU KDQG RP VLQD NXQGHU  
 -DJ 
  Wall DWW GHW LQWH EDUD KDQGODU RP WHNQLN XWDQ DWW HQJDJHUD KHOD RUJDQLVDWLRQHQ L GHWWD 
 )|UHWDJHQ KDU HWW DQWDO NXQGHU VRP DQYlQGHU ROLND PHGLD I|U DWW NRQWDNWD I|UHWDJHW )URQW 2IILFH lU LQWH Wells VRP VLWWHU YLG GLVNHQ HOOHU DOO HQWHUDJHQWHQ )URQW 2IILFH lU LGDJ OLND P\FNHW ,95 Marks 'HW KlU PnVWH VHGDQ NQ\WDV LKRS PRW %DFN 2IILFH V\VWHPHQ GH V\VWHP YL KDU I|U DWW ODJUD RFK Guzman ,GDJ lU GHW Huff DOOWLG VDPRUGQDW  
 -DJ 
  KDU VHWW PnQJD I|UHWDJ VRP KDU N|UW VHSDUDWD ZHEESURMHNW RFK DOO HQWHUSURMHNW VRP RP GHW YDU ROLND LQIRUPDWLRQ VRP PDQ VNXOOH N|UD L GH KlU ROLND NDQDOHUQD 'HW JlOOHU MX DWW NQ\WD LKRS DOO LQIRUPDWLRQ RFK VNDSD HQ KHOKHW REHURHQGH DY YLONHW PHGLD PDQ DQYlQGHU 0DQ PnVWH WlQND Sn DWW HQ RFK Nguyen HQ EDQN NDQ IUnJD Sn HWW NRQWRU VNLFND HQ ID[ ULQJD HOOHU VNLFND HWW H PDLO 'HW lU Stephens RFK KDQ VND REHURHQGH DY NRQWDNWPHWRG KD Warren 
 .XQGVHUYLFH NDQ DQWLQJHQ YDUD DXWRPDWLVHUDG VRP W H[ WDOVYDU HOOHU ,QWHUQHW HOOHU KDQWHUDV DY HQ KDQGOlJJDUH 'HQ NDQ VnOHGHV HUEMXGD DOOW IUnQ HQ YlOGLJW EDVDO ELOOLJ VHUYLFH XSS WLOO HQ PHU DYDQFHUDG RFK NRVWVDP VHUYLFH 7LWWDU PDQ Sn VMlOYVHUYLFH Vn NDQ GHW YDUD )$4 )UHTXHQWO\ $VNHG 4XHVWLRQV Sn HQ ZHE VLGD HOOHU HQ WDOVYDUVXWUXVWQLQJ VRP PDQ ULQJHU XSS I|U DWW In UHGD Sn Gomez[ |SSHWWLGHU 
 1lVWD QLYn lU QnJRQ Wells DWW PDQ KDU HWW IRUPXOlU RFK InU HWW DXWRPDWLVHUDW VYDU Sn VLQ IUnJD (Q PHU DYDQFHUDG W\S Gonzalez lU NXQVNDSVGDWDEDVHU GlU PDQ NDQ VWlOOD IUnJRU L HWW JDQVND IULWW IRUPDW RFK In HQ UHOHYDQW LQIRUPDWLRQ Wallace  
 -X 
  PHU DYDQFHUDG VHUYLFHQ lU MX PHU NUlYHU GHQ L LQYHVWHULQJDU RFK NRPSHWHQV I|U DWW E\JJD XSS 
 XVWRPHU 6HUYLFH /DQGVFDSH 
 3UHPLXP 
 6HUYLFH 
 ,QHIIHFWLYH VHUYLFH 
 )DFH WR IDFH 
  
 DOO 
  
 7HOHZHE 
  
 Turner 
  
 .QRZOHGJH 
  
 %DVH 
  
 +XPDQ VHUYLH 
  
 $XWRUHVSRQVH 
  
 $XWRURXWHG 
  
 :HE )RUPV 
  
 H PDLO 
  
 )$4çV 
  
 ,QHIIHFWLYH VHUYLFH 
  
 :HE DQG 
  
 %DVLF 
  
 ,QWHUQHW 
  
 KXPDQ 
  
 VHUYLFH 
  
 VHUYLFH 
  
 6HUYLFH 
  
 6HOI 6HUYLFH 
  
 +XPDQ 
  
 Lopez, Inc. Nov. 1997 
 1lVWD QLYn lU HQ NRPELQDWLRQ DY DXWRPDWLVHUDG RFK PlQVNOLJ EHWMlQLQJ ( PDLO lU HWW H[HPSHO Sn GHW ,EODQG EHVYDUDV GHW DXWRPDWLVHUDW RFK LEODQG KDU PDQ QnJRQ VRP VNULYHU VYDUHQ 0DQ NDQ RFNVn QlPQD FKDW G Y V DWW PDQ JnU LQ RFK |SSQDU Martinez QlWHW ,VWlOOHW I|U DWW SUDWD L WHOHIRQ Vn VWlOOHU PDQ HQ IUnJD VRP HQ KDQGOlJJDUH Sn I|UHWDJHW EHVYDUDU 
 7LOO VLVW KDU YL Gn GHQ PlQVNOLJD EHWMlQLQJHQ L IRUP DY DOO HQWHU RFK UHQ NRQWDNW GlU PDQ P|WHU NXQGHQ 
 'HW KlU lU GHW VSDQQ VRP DOOD I|UHWDJ Sn QnJRW VlWW PnVWH IXQGHUD |YHU RFK In LKRS WLOO HQ KHOKHW  
 -DJ 
  Munoz SnSHND DWW GHW lU Reid VHUYLFH DXWRPDWLVHUDW 6NDOO PDQ KD HQ K|J NYDOLWHW Sn VHUYLFHQ Vn PnVWH GHW RIWDVW YDUD HQ SHUVRQOLJ NRQWDNW 
  
 -DJ 
  Quinn RP GHQ W\S DY V\VWHP VRP YL ODQVHUDU QX 'H E\JJHU Sn Ashley VLQ NRPPXQLNDWLRQ |YHU ,QWHUQHW 9LD ,QWHUQHW NRPPHU KDQ LQ Sn HQ ZHEEVHYHU GlU KDQ NDQ WU\FND Sn HQ KMlOSNQDSS RFK Simmons HQ NXQVNDSVGDWDEDV bYHQ PHG WLOOJnQJ WLOO GHQ GDWDQ GlU lU GHW LQWH VlNHUW DWW KDQ NDQ In KHOD GHQ LQIRUPDWLRQ KDQ EHK|YHU 6n GHW VNDOO ILQQDV HQ P|MOLJW DWW Espinoza GlU KDQ NDQ VWlOOD VLQ IUnJD RFK In VYDU GLUHNW )|UGHOHQ Stevens Jn IUnQ DWW VWlOOD IUnJRU WLOO HQ GDWDEDV WLOO DWW J|UD GHW GLUHNW WLOO HQ KDQGOlJJDUH YLD FKDW lU DWW GX LQWH Howard 'X EHK|YHU LQWH ULQJD XSS QnJRQ XWDQ IRUWVlWWHU L VDPPD PLOM| VRP GX YDULW RFK WLWWDW Sn ZHEEVLGRUQD (Q DQQDQ I|UGHO lU DWW GHW lU ELOOLJDUH 0HG GH V\VWHP VRP YL KDU NDQ HQ RFK Rivera PHOODQ WYn WLOO I\UD IHP VHNWLRQHU SDUDOOHOOW PHGDQ GHW lU Wilson SDUDOOHOOD VHNWLRQHU L HWW DOO HQWHU 
 'HW lU LQWH lU VlNHUW DWW FKDW UlFNHU RFK Gn VNDOO PDQ NXQQD EHJlUD HQ XSSULQJQLQJ 'HQ XSSULQJQLQJHQ NDQ VNH DQWLQJHQ YLD ,QWHUQHW HOOHU JHQRP DWW PDQ ULQJHU YLD YDQOLJD WHOHOLQMHQ 'HW µSXEOLNDµ ,QWHUQHW lU Wilson EUD ElUDUH DY WHOHIRQL .YDOLWHWHQ EOLU P\FNHW RVlNHU 'HW NDQ EOL EUD RFK GHW NDQ EOL XUXVHOW RFK MDJ YHW LQJHW I|UHWDJ VRP YLOO ULVNHUD DWW GHW EOLU Davenport 'HW lU GlUI|U YLNWLJW DWW NXQQD ULQJD XSS RFNVn YLD GHW YDQOLJD WHOHQlWHW 
 'HQ KlU W\SHQ DY NXQGNRQWDNWHU NUlYHU I|UlQGULQJ DY GH SODWWIRUPDU VRP GDJHQV DOO HQWHUV KDU 'H Q\D Yl[HOSODWWIRUPDUQD PnVWH NXQQD NODUD IOHUD ROLND W\SHU Wilson VNDOO KDQWHUDV Sn ROLND VlWW .XQGHUQD NRPPHU DWW DQYlQGD PnQJD ROLND PHGLD RFK NRPPHU Sn VlWW DWW NRPPD LQ Sn ROLND VlWW L I|UHWDJHW 'n UlFNHU YDUNHQ Navarro[HOQ HOOHU GHQ QRUPDOD DOO HQWHUSODWWIRUPHQ WLOO 'n PnVWH PDQ KDQWHUD GHW KlU L QnJRQ IRUP DY URXWHU QnJRQ IRUP DY LQWHOOLJHQW GDWDEDVHUDG XWUXVWQLQJ VRP NDQ KDQWHUD ROLND PHGLD U|VW GDWD YLGHR HWF 'HQ PnVWH NXQQD EODQGD ZHEE FKDWVHNWLRQHU PHG H PDLO RVY 
 'HW YLNWLJD lU DWW V\VWHPHW KDU HWW DQWDO DSSOLNDWLRQHU VRP NQ\WV LKRS L SODWWIRUPHQ ,GDJ KDU YL WDJLW IUDP UlWW DYDQFHUDGH DSSOLNDWLRQHU I|U UDSSRUWHULQJ RFK XSSI|OMQLQJ L DOO HQWHUV $WW In NRQWUROO |YHU VLQ WUDILN lU NDQVNH HQ DY GH YLNWLJDVWH DQOHGQLQJDUQD WLOO DWW KD HWW DOO HQWHU 9lOGLJW In KDU NRQWUROO Sn H PDLOWUDILNHQ LGDJ 'lU lU YL L Moore VRP YL YDU I|U HWW DQWDO nU VHGDQ QlU GHW JlOOGH WHOHIRQWUDILN 
 (Q YLNWLJ IUnJD LGDJ lU KXU YL VNDOO SULRULWHUD ROLND PHGLD  
 -DJ 
  YDU L (QJODQG I|U HWW WDJ VHGDQ RFK SUDWDGH PHG HWW ,QWHUQHWI|UHWDJ 'H YDU PLWW L HQ GLVNXVVLRQ RP YDG VRP YDU YLNWLJDVW DWW Francis Sn WHOHIRQVDPWDO HOOHU FKDWI|UIUnJQLQJDU" 
 0XOWLPHGLD DOO HQWHU 1\D XWPDQLQJDU 
  
 1\ NRPSHWHQV 
  
 %HPDQQLQJVSODQHULQJ L DOO HQWHU+DQWHULQJ DY WDO H PDLO RFK FKDW"3ULRULWHULQJ DY ROLND PHGLD 
  
 1\ WHNQRORJL 
  
 'ULIWVVlNHUKHW.DSDFLWHW6NDOEDUKHW)UDPWLGVVlNULQJ 
  
 1\ RUJDQLVDWLRQ 
  
 DOO HQWHU LQWHJUHUDW L RUJDQLVDWLRQHQ)|UHWDJHW RUJDQLVHUDV I|U HIIHNWLY XVWRPHU 5HODWLRQ 0DQDJHPHQW 
 'HW ILQQV HQ KHO PlQJG Q\D XWPDQLQJDU I|U IUDPWLGHQV DOO HQWHUV (Q DY GHP lU NRPSHWHQVHQ 9L KDU JDQVND EUD UXWLQHU I|U DWW Wallace DOO HQWHUV 0HQ RP PDQ VNDOO EHPDQQD HWW NXQGNRQWDNWFHQWHU PHG PnQJD ROLND PHGLD lU GHW HQ P\FNHW PHU NRPSOLFHUDW YlUOG +XU SDVV YDQD lU Gomez[ GH VRP LGDJ VYDUDU L WHOHIRQ YLG DWW VYDUD Sn H PDLO" 
 Burns RP H[WUHPW P\FNHW WHNQRORJL KlU 6RP KULVWRSKHU VD Vn ILQQV LQWH Vn PnQJD DY GH KlU Q\D VRUWHQV DOO HQWHU L GULIW LGDJ 0HQ GHW lU QnJRQWLQJ VRP YL VHU NRPPD L DOOW K|JUH JUDG 
 'HQ Q\D WHNQRORJLQ NRPPHU DWW Mercado Cain +XU PDQ NODUDU DY NXQGNRQWDNWHUQD lU P\FNHW Smith PHU DY RUJDQLVDWLRQHQV YlUGH lQ VMlOYD SURGXNWLRQVPHGOHQ  
 -HII 
  %H]RV VRP VWDUWDGH $PD]RQ FRP DQVHU DWW Wood lU WLR SURFHQW ElWWUH lQ VLQ QlUPDVWH NRQNXUUHQW Vn NDQ PDQ EOL QLR JnQJHU VW|UUH )|U I|UHWDJ VRP VlOMHU Ponce lU GH KlU SURFHQWHQ Sims 
  
 Western European Call Centre Market 
  
 © 1999 Ovum Ltd. 
  
 Call Centre Seats 
  
 740 
  
 970 
  
 1220 
  
 1490 
  
 1760 
  
 2020 
  
 CC seats with CTI 
  
 160 
  
 310 
  
 510 
  
 740 
  
 980 
  
 1210 
  
 WEB-callback 
  seats 
  
 30 
  
 80 
  
 160 
  
 280 
  
 420 
  
 570 
  
 Text-Chat 
  Enabled seats 
  
 0 
  
 10 
  
 40 
  
 70 
  
 130 
  
 190 
  
 VOIPEnabledseats 
  
 10 
  
 30 
  
 80 
  
 150 
  
 260 
  
 400 
  
 IVR Ports 
  
 660 
  
 1020 
  
 1460 
  
 1970 
  
 2530 
  
 3120 
  
 IVR Erickson. 
  
 50 
  
 160 
  
 380 
  
 710 
  
 1140 
  
 1630 
  
 Centrex CTI seats 
  
 0 
  
 0 
  
 1 
  
 4 
  
 12 
  
 31 
  
 Jordan 10 
  
 (ULFVVRQ (QWHUSULVH 6\VWHPV 
  
 +lU lU HQ XSSVNDWWQLQJ IUnQ 2YXP Gomez[WHQ LQRP DOO HQWHU L (XURSD RFK DQYlQGDQGHW Martin IUnQ 2YXPV UDSSRUW µ1H[W *HQHUHDWLRQ DOO HQWUHVµ IUnQ 
 0DQ NDQ DOOWLG LIUnJDVlWWD Evans PDQ MDJ Phillips WUHQGHUQD IUDPJnU W\GOLJW KlU 9L VHU HQ IRUWVDWW VWRU H[SDQVLRQ DY DOO HQWHU L (XURSD LQLWLDOW lU GHW WDOHWV WHNQLN VRP Yl[HU Mckenzie[ WDOVYDU ,95 RFK 7, RPSXWHU 7HOHSKRQ\ ,QWHJUDWLRQ 1\ WHNQLN VRP 9RLFH RYHU ,3 :(% FDOOEDFN RFK 6SHHFK Jennings DWW Hunt I|UVW HWW SDU nU LQ Sn 
 WDOHW 
  
 -DJ 
  Walker[ RIWDUH EDQN SHU WHOHIRQ lQ EDQN Sn ,QWHUQHW 9LONHW EHURU Sn DWW GHW WDU VnQ KLVNOLJ WLG DWW Jn RFK NRSSOD XSS I|UVW 3 Q RFK VHGDQ ,QWHUQHW 0HQ PHG GHQ Q\D W\SHQ DY WHOHIRQHU RFK Tucker W\S DY :$3 DSSOLNDWLRQHU VRP |NDU WLOOJlQJOLJKHW WLOO LQIRUPDWLRQHQ YLD PRELOWHOHIRQ WURU MDJ DWW Butler DWW Park YlOGLJ I|UlQGULQJ L DQYlQGDQGHW 
 )UnJRU WLOO /DUV ,UHQLXV 
  
 )UnJD  
 'X VNLVVHUDU KlU HQ H[SORVLY XWYHFNOLQJ Nichols Steele EO D PHG DWW YL EHK|YHU Henderson HQ UDG ROLND RPUnGHQ Ward NRPSHWHQV R V Y +DU GX QnJUD LGpHU HOOHU YLVLRQHU KXU YL VNDOO In WLOO GH KlU Q\D NRPSHWHQVHUQD 9DG EHK|YHU YL J|UD" 
  
 6YDU  
  
 -DJ 
  PHQDU DWW PDQ PnVWH VDWVD LQRP Gonzalez In I|UVWnHOVH I|U GHQ I|UlQGULQJ VRP VNHU RFK GH Q\D P|MOLJKHWHU VRP WHNQLNHQ JHU ,GDJ lU Lee Sn NRPSHWHQV HQ VWRU GHO Robinson GHQ VHQD LQWURGXNWLRQHQ DY ,7 WHNQRORJLQ Sn EUHG IURQW 9L KDU SURGXNWHU I|U DWW JHQRPI|UD DOOW GHW KlU LGDJ PHQ LQWH VlWWHQ DWW In XW GHW Sn HWW HIIHNWLYW VlWW .XQVNDS RP YDG VRP ILQQV RFK KXU GHW VND DQYlQGDV WLOO Smith I|UHWDJHQ VRP L OHYHUDQW|UVOHGHQ 
  
 )UnJD  
 6HU GX QnJRQWLQJ VRP PDQ ERUGH J|UD IUnQ UHJHULQJHQV VLGD I|U DWW XQGDQU|MD GH KlU KLQGUHQ 
  
 6YDU  
 9L KDU MX YDULW LQQH KlU Sn DWW 6YHULJH OLJJHU Mitchell 9L KDU JOREDOW Mitchell ,7 NRPSHWHQV 9L KDU EUD VSUnNNRPSHWHQV RP PDQ WLWWDU Sn YnUD LQYDQGUDUJUXSSHU P P Vn GHW ILQQV MX HQ P|MOLJKHW I|U 6YHULJH DWW SRVLWLRQHUD VLJ L IUDPNDQWHQ 9L KDU I|UORUDW GHQ I|UVWD YnJHQ DY LQWHUQDWLRQHOOD VDWVQLQJDU Sn DOO HQWHU 'H JLFN IUDPI|U DOOW WLOO ,UODQG RFK +ROODQG 
 .RPSHWHQV L Q\ WHNQLN VRP ,QWHUQHW RFK Hawkins JHU RVV Q\D P|MOLJKHWHU RFK KlU PnVWH 
 PDQ VDWVD Sn Orr JHPHQVDPPD SURMHNW PHG OHGDQGH I|UHWDJ LQRP GDWD RFK 
 WHOHIRQL 
  
 )UnJD  
 +XU lU EHKRYHW Hudson" .ODUDU PDUNQDGHQ GHW KlU VMlOY HOOHU EHK|YV GHW DQGUD nWJlUGHU I|U DWW In WLOO VWnQG HIIHNWLYD O|VQLQJDU" 
  
 6YDU  
  
 -DJ 
  Silva YL NRPPHU DWW VH lU Diaz VRP XWYHFNODWV LQRP ,QWHUQHWYlUOGHQ 'lU ILQQV HQ VWUXNWXU I|U DWW UHODWLYW VQDEEW WD IUDP RFK Ingram Q\D VWDQGDUGHU bYHQ YDG GHW JlOOHU DQGUD RPUnGHQ VRP W H[ PRELO WUDQVPLVVLRQ Vn KDU LQGXVWULQ YLVDW DWW PDQ NODUDU P\FNHW DY GHWWD VMlOYD 6WDWOLJD RUJDQ EOLU W\YlUU RIWD I|U WU|JD I|U DWW NXQQD GULYD VWDQGDUGLVHULQJ GlUHPRW NDQ GH IDVWVWlOOD VnGDQW VRP DUEHWDWV IUDP LQRP LQGXVWULQ 
  
 )UnJD  
 6n PHG DQGUD RUG GHW KlU NODUD PDUNQDGHQ DY" 
 6YDU  
  
 -D 
  
 %ORFN $IIlUVP|MOLJKHWHU PHG DOO HQWHUWHNQLN 
 0DUNQDG I|U DOO HQWHU L 6YHULJH 
 Smith, Invest in Sweden agency (ISA) 
 6DPPDQIDWWQLQJ 
 /DUV 5HLQLXV EHUlWWDU DWW ,6$ GULYHU HWW SURMHNW WLOOVDPPDQV PHG 7HOLD I|U DWW Lewis LQWHUQDWLRQHOOD I|UHWDJ DWW SODFHUD VLQ DOO HQWHU YHUNVDPKHW L 6YHULJH +DQ IUDPKnOOHU EULVWHQ Sn EUD LQIRUPDWLRQ RFK NXQVNDS RP KXU EUDQVFKHQ VHU XW RFK Gonzalez 'H VLIIURU VRP I|UHNRPPHU lU P\FNHW JURYD %HKRYHW Ruiz JHQRPO\VQLQJ lU VWRUW 9DG VRP lQGn VWnU NODUW lU DWW DOO HQWHU EUDQVFKHQ Yl[HU RFK DWW Q\D DUEHWVWLOOIlOOHQ VNDSDV Flowers ODQGHW 0|MOLJKHWHQ WLOO DWW ORFND WLOO VLJ LQWHUQDWLRQHOOD I|UHWDJ I|U DWW I|UOlJJD VLQD QRUGLVND DOO HQWHU WLOO 6YHULJH lU VWRUD +\SRWHWLVND UHVRQHPDQJ EDVHUDG Sn GHW VLIIHUPDWHULDO VRP ILQQV I|UXWVSnU DWW GHW NDQ U|UD VLJ RP DUEHWVWLOOIlOOHQ SHU nU GH QlUPDVWH IHP nUHQ 
  
 -DJ 
  MREEDU Sn HQ P\QGLJKHW VRP KHWHU ,QYHVW LQ 6ZHGHQ $JHQF\ ,6$ DUEHWDU L KXYXGVDN PHG DWW I|UV|N DWWUDKHUD XWOlQGVND GLUHNWLQYHVWHULQJDU WLOO 6YHULJH GHW YLOO VlJD LPSRUWHUD DUEHWVWLOOIlOOHQ  
 -DJ 
  lU Gill HWW SURMHNW VRP KDQGODU RP DWW In KLW DOO HQWHUV 
 DOOFHQWHUSURMMHNW Sn ,6$ 
 37% av alla nya jobb i EU  
 96-98 
  var i callcenter Drivs av staten och Telia gemensamt 
 Hitta och hjälpa investerare till rätt region i Sverige Vara delaktig i 3500 nya jobb  
 98-03 
  
 9DUI|U GULYHU YL GHW KlU SURMHNWHW" (Lee lU Morris GHQ I|UVWD UDGHQ DY DOOD Q\D MREEHQ LQRP (XURSD GH WUH VHQDVWH nUHQ KDU YDULW LQRP DOO HQWHUV 'HW lU MX NODUW DWW VWDWHQ lU LQWUHVVHUDG DY DWW In KLW DUEHWVWLOOIlOOHQ 'HW KlU SURMHNWHW GULYV DY VWDWHQ RFK 7HOLD JHPHQVDPW 9L KMlOSHU WLOO PHG DWW Lee GH XWOlQGVND I|UHWDJHQ 1lU YL KLWWDW GHP DUEHWDU YL PHG DWW KLWWD UlWW Baker Fox YlOGLJW QlUD ROLND UHJLRQHU L 6YHULJH 9nUW PnO lU DWW YDUD GHODNWLJD L Q\D MREE IUnQ XWOlQGVND LQYHVWHULQJDU L 6YHULJH GH QlUPDVWH IHP nUHQ 
  
 Tele 24 - Kalix 
  
 Gallup - Piteå/Ronneby 
  
 Transcom - Karlskoga 
  
 DRS - Sollefteå 
  
 Sitel - Örebro 
  
 Compeer - Östersund 
  
 Sonera - Geddeholm 
  
 Bite - Stockholm 
  
 Proffice - Valdemarsvik 
  
 Sykes -  
 Sveg/Dals-Ed 
  
 Sifo - Ronneby 
  
 Exit - Linköping 
  
 Ingen av de stora på samma ort 
 'HW VRP lU OLWH NDUDNWlULVWLVNW DWW Anderson DOOWLG WlQNHU Sn lU DWW GHW ILQQV QnJUD HJHQVNDSHU KRV DOO HQWHUV VRP lU OLWH DQQRUOXQGD PRW GH IOHVWD DQGUD I|UHWDJ W H[ ,7 I|UHWDJ 'HW KlU KDQGODU LQWH EDUD RP .LVWD 'HW KlU KDQGODU YlOGLJW P\FNHW RP DUEHWVWLOOIlOOHQ I|U KHOD ODQGHW +lU UHGRYLVDV GH WLR WROY VW|UVWD RXWVRXUFLQJ I|UHWDJHQ 'HW YLOO VlJD I|UHWDJ VRP MREEDU PHG DOO HQWHUWMlQVWHU nW DQGUD I|UHWDJ 6RP QL VHU Vn lU Hernandez VSULGGD |YHU ODQGHW 'HW lU LQJHW DY GHVVD I|UHWDJ VRP OLJJHU Sn VDPPD VWlOOH L 6YHULJH YLONHW lU NXO DWW VH 
 9DG lU HWW FDOOFHQWHU" 
  
 Exempel: 
  
 Missuppfattning: 
  
 Kundtjänst 
  
 Outsourcing 10% 
  
 Ordermottagning 
  
 Telemarketing 10% 
  
 Telesales 
  
 Support 
  
 Information 
  
 Undersökningar 
  
 Växel 
  
 $Villarreal YDG HWW DOO HQWHU lU NDQVNH VNXOOH YDU Sn VLQ SODWV )|UKRSSQLQJVYLV Vn YHW GH IOHVWD DY HU UHGDQ GHW 'HW lU PnQJD VRP WURU DWW DOO HQWHU lU RXWVRXUFLQJ DY LQ RFK XWJnHQGH WHOHWMlQVWHU HOOHU WHOHPDUNHWLQJ 'HW lU EDUD FD DY DOOD DOO HQWHUV VRP GHVVD Schultz UHSUHVHQWHUDU 'HW ILQQV LQJHQ EUD GHILQLWLRQ Sn DOO HQWHU 0HQ NXQGWMlQVWHU RFK White I|U HQ YlOGLJW VWRU GHO 
 6XSSRUW Lane RFK WHNQLN VSHFLHOOW ,QWHUQHW KDU YDULW YlOGLJW Yl[DQGH JUXSSHU $QGUD H[HPSHO lU DOOPlQ LQIRUPDWLRQ W H[ QXPPHUXSSO\VQLQJ RFK XQGHUV|NQLQJVI|UHWDJ (Q YDQOLJ PLVVXSSIDWWQLQJ lU DWW I|UHWDJHWV Yl[HO lU HWW DOO HQWHU 'LW EOLU PDQ RIWDVW Hunt ULQJHU WLOO HWW I|UHWDJ RFK IUnJDU YDUW GHUDV DOO HQWHU lU 
 Svenska fördelningen  
 (Ovum  
  
 -99) 
  
 Entertain 
  
 ment 
  
 Other 
  
 Bank  
  
 Utility 
  
 4% 
  
 7% 
  
 Insur. 
  
 5% 
  
 24% 
  
 IT 
  
 HW /SW 
  
 8% 
  
 R emote 
  
 shop 
  
 mnf, distr 
  
 8% 
  
 Travel 
  
  Cons. 
  
 11% 
  
 Telecom 
  
 21% 
  
 12% 
  
 2P Wade VNDOO WLWWD Sn GH LQGXVWULHU VRP KDU DOO HQWHUV L 6YHULJH Vn lU GHW Vn KlU GH I|UGHODU VLJ Sn DQWDO MREE 6WDWLVWLNHQ KDU WDJLWV IUDP DY 2YXP VRP lU HWW DY PnQJD NRQVXOWI|UHWDJ VRP J|U UDSSRUWHU NULQJ GHW KlU 'HW ILQQV Walker QnJRW I|UHWDJ VRP JMRUW QnJRQ EUD XQGHUV|NQLQJ DY GHQ QRUGLVND PDUNQDGHQ 'H XQGHUV|NQLQJDU VRP ILQQV E\JJHU Sn DOOGHOHV I|U In LQWHUYMXHU RFK VLIIURUQD lU P\FNHW RVlNUD 
 0HQ PDQ NDQ VH HQ W\GOLJ WUHQG DY DWW GHW lU EDQN RFK I|UVlNULQJ VRP lU GH VW|UVWD QlVWDQ HQ IMlUGHGHO 7LOOYHUNQLQJ Conley XWJ|U 7HOHFRP Sn lU HWW VWRUW RFK Yl[DQGH VHJPHQW 5HVRU Patterson W H[ 6- 6$6 RFK DOOD P|MOLJD UHVHE\UnHU 5HPRWHVKRSV lU SRVWRUGHUYHUNVDPKHW RFK HQ VWRU GHO DY GHO DY LQWHUQHWKDQGHOQ 
 ,7 LQGXVWULQ lU VWRU 8WLOLWHV lU HO JDV RFK YDWWHQ RFK VnGDQD VDNHU (QWHUWDLPHQW lU ELOMHWWERNQLQJDU I|U ELR WHDWHU HWF 2FK VHQ ILQQV Wagner HQ GHO RIIHQWOLJW VRP VMXNYnUGVXSSO\VQLQJ RFK 626 
 DOOFHQWHUPDUNQDGHQ 
 USA - 5 000 000 pers. med  
 5-15 
  % tillväxt 
 Europa - 1 500 000 pers. med  
 25-60 
  % tillväxt 
 Alla fakta är hypoteser 
 Antalet anställda i Sverige är okänt 
 Definition av vad callcenter är sakans 
 0HWD JURXS 7KH QH[W ZDYH LQ ,7 LQYHVWPHQWV DIWHU  
 2P Wade VNDOO WLWWD Sn DOO HQWHUPDUNQDGHQ RFK Summers GHQ Vn lU GHW YlOGLJW VYnUW 0HQ L 86$ Vn WURU PDQ DWW GHW lU IHP PLOMRQHU PlQQLVNRU VRP DUEHWDU LQRP GHQ KlU LQGXVWULQ 'HQ lU Roberson GlU GHQ KDGH VLQ VWRUD WLOOYl[W Sn VMXWWLR nWWLRWDOHW RFK Burton Sn QLWWLRWDOHW 1X lU WLOOYl[WHQ QHUH Sn SHU nU 
 (XURSD OLJJHU OnQJW HIWHU PHG EDUD PLOMRQHU PlQQLVNRU VRP DUEHWDU L DOO HQWHU EUDQVFKHQ 0HQ KlU VHU YL HQ WLOOYl[W Sn PHOODQ RFK $OOD IDNWD VRP MDJ NRPPHU DWW Cunningham QX lU Ochoa 'HW VRP JlOOHU lU DWW GHW lU DOOGHOHV I|U In LQWHUYMXHU L GH In XQGHUV|NQLQJDU VRP lU JMRUGD 0HQ YL Sn ,6$ KDU I|UV|NW VWlOOD VDPPDQ PDWHULDOHW RFK I|UV|NW GUD QnJUD K\IVDW EHJnYDGH VOXWVDWVHU 
 (Q VDN VRP PnQJD WURU lU DWW ,QWHUQHW NRPPHU DWW Campbell DOO HQWHU EUDQVFKHQ EOLU PLQGUH DWW WHNQRORJL WDU |YHU 'HW lU SUHFLV WYlUW RP ,QWHUQHW GULYHU DOO HQWHU LQGXVWULQ IUDPnW 1DWXUOLJWYLV NRPPHU PnQJD DUEHWHQ VRP ELOMHWWERNQLQJ HOOHU QXPPHUXSSO\VQLQJ Sn VLNW NXQQD KDQWHUDV YLD :$3 RFK ,QWHUQHW 'HWWD XSSYlJV Moody DY DOO GHQ SHUVRQDO VRP EHK|YHU I|U DWW Stevenson RP H PDLO FKDW FDOO PH NQDSSDU RFK DQQDW VRP ,QWHUQHW RFK Gallagher JHQHUHUDU 
 0nQJD I|UHWDJV ,7 EXGJHWDU KDU KLWWLOOV IRNXVHUDW Sn SUREOHPDWLNHQ )|UKRSSQLQJVYLV lU GHW NODUW QX LQRP HWW SDU PnQDGHU 'HQ VWRUD SRVWHQ L I|UHWDJHQV ,7 EXGJHWHQ LGDJ lU Castillo 5HODWLRQVKLS Oconnor /DUV ,Frazier RP 'HW lU Clark , FHQWUXP I|U KHOD GHQ KlU GDWRUVW|GGD NXQGUHODWLRQHQ OLJJHU HWW DOO HQWHU9L PnVWH KD K|JUH WLOOJlQJOLJKHW YL PnVWH KD ElWWUH VYDUVWLGHU RFK YL PnVWH J|UD ROLND VDNHU 
 'HW ILQQV Stevens Sn DWW DOO HQWHU EUDQVFKHQ VNXOOH E|UMD DYWD ,GDJ ILQQV Arroyo DY DOOD DOO HQWHU L 86$ (XURSD RFK Long KDU FD YDU 
  
 2P VH[ VMX nU Vn lU GHW 
  
 Antal agenter i världen 1999 
  
 Reilly YDU 
  
 (Ovum  
 -99) 
  
 1DWXUOLJWYLV Vn ILQQV GHW 
  
 Västeuropa 
  
 Norris[WWDO L VWlOOHQ 
  
 7% 
  
 VRP .LQD VRP HQOLJW GHQ 
  
 Norden 
  
 Asien 
  
 1% 
  
 Japan  Aurstralien 
  
 KlU 2YXP UDSSRUWHQ KDU 
  
 3% 
  
 5% 
  
 UK, I  NL 
  
 6% 
  
 PDQ L DOO HQWHUV LGDJ 
  
 Sydamerika 
  
 4% 
  
 Östeuopa 
  
 0DQ KDU RP QnJUD 
  
 3% 
  
 nU 
  
 2P YL WLWWDU Sn 6YHULJH Vn 
  
 ILQQV GHW HQ UDG ROLND NlOORU 
  
 'DWDPRQLWRUV VHQDVWH 
  
 86$ 
  
 UDSSRUW RP DOO HQWHU 
  
 PDUNQDGHQ VlJHU DWW GHQ 
  
 RPIDWWDU DY GHQ 
  
 DUEHWDQGH EHIRONQLQJHQ 'HW 
  
 VNXOOH EHW\GD GU\JW DUEHWHQ , Hill VlJHU PDQ GRFN DWW GHW lU  
 -DJ 
  WURU 
  
 DWW GH KDU JMRUW IHP LQWHUYMXHU L 6NDQGLQDYLHQ Vn GHW lU OLWH RVlNUD VLIIURU ,6$ KDU ULQJW DOOD 
  
 RXWVRXUFDGH DOO HQWHU VRP ILQQV DWW Qn L 6YHULJH JHQRP WHOHIRQNDWDORJHQ RFK Sn QlWHW 'H 
  
 KDGH I|UUD nUHW KHOWLGVDUEHWDQGH RFK KDU L nU HQ WLOOYl[W PHG 
  
 , 86$ lU GHW FD DY DOOD DOO HQWHUV VRP lU RXWVRXUFDGH 9L WURU DWW 6YHULJH KDU HQ K|JUH 
  
 GHO (QOLJW YnU JLVVQLQJ lU GHW I|UPRGOLJHQ 'HW VNXOOH EHW\GD DWW Morales 
  
 DOO HQWHUV L 6YHULJH 'DWDPRQLWRU VlJHU DWW GHW lU VHDWV DUEHWVSODWVHU L 6YHULJH (Paul 
  
 lU HQ DUEHWVSODWV RFK GHQ NDQ DQYlQGDV PHU lQ nWWD WLPPDU RP GDQ Vn Ewing PDQ NRPPD 
  
 LKnJ DWW PXOWLSOLFHUD PHG HOOHU PHU 
  
 6DPPDQYlJHU PDQ DOOW GHWWD Vn lU ,6$çV EHG|PQLQJ DWW GHW ILQQV DUEHWVWLOOIlOOHQ 
  
 KHOWLGVMREE 'HW KlU V\VVHOVlWWQLQJVH[HPSOHW lU I|U KXU PnQJD VRP MREEDU KDOYWLG KHOWLG 
  
 VWXGHQWHU RFK DOOW P|MOLJW VRP lU L LQGXVWULQ 
  
 Singh DWW GHW ILQQV HQ WLOOYl[Holmes GHW KlU VRP lU RFK Cabrera DWW KnOOD L VLJ 
  
 nWPLQVWRQH IHP nU Walker 0nQJD VlJHU DWW YLG HWW WLOOIlOOH Vn NRPPHU I|UHWDJ RFK RUJDQLVDWLRQHU 
  
 LQVH DWW Smith KDU OlQJUH |SSHWWLGHU DOOD DQGUD E|UMDU PHG DOO HQWHU DOOD DQGUD 
  
 E|UMDU PHG PDLO RFK FDOO PH NQDSS Sn :(% HQ RFK QX PnVWH YL RFNVn 2FK QlU PDQ NRPPHU 
  
 WLOO GHQ SXQNWHQ Gn SO|WVOLJW VNDOO DOOD PDUNQDGHU KD DOOFHQWHU 
  
 +XU P\FNHW Yl[HU 6YHQVND EUDQVFKHQ" 
  
 Marknaden tror mellan 25 och 60 % 
 ¥'HW NRPPHU HQ WLG QlU Pope DWW DOOD DQGUD KDU |NDW Guerrero[SORGHUDU PDUNQDGHQ 6n KDU GHW YDULW L (QJODQG RFK GHW NRPPHU DWW Stevens 6YHULJH ¥ 
 Fiona Hills CEO Callcenter Collage Ltd 
 UK 
 ISA:s bedömning är  
 30-39 
  % tillväxt  
 98-03 
  
 6DPPDQYlJHU PDQ DOOW GHWWD Vn lU ,6$çV EHG|PQLQJ DWW GHW ILQQV DUEHWVWLOOIlOOHQ KHOWLGVMREE 'HW KlU V\VVHOVlWWQLQJVH[HPSOHW lU I|U KXU PnQJD VRP MREEDU KDOYWLG KHOWLG VWXGHQWHU RFK DOOW P|MOLJW VRP lU L LQGXVWULQ 
 9L EHG|PHU DWW GHW ILQQV HQ WLOOYl[Holmes GHW KlU VRP lU RFK Cabrera DWW KnOOD L VLJ nWPLQVWRQH IHP nU Walker 0nQJD VlJHU DWW YLG HWW WLOOIlOOH Vn NRPPHU I|UHWDJ RFK RUJDQLVDWLRQHU LQVH DWW Smith KDU OlQJUH |SSHWWLGHU DOOD DQGUD E|UMDU PHG DOO HQWHU DOOD DQGUD E|UMDU PHG PDLO RFK FDOO PH NQDSS Sn :(% HQ RFK QX PnVWH YL RFNVn 2FK QlU PDQ NRPPHU WLOO GHQ SXQNWHQ Gn SO|WVOLJW VNDOO DOOD PDUNQDGHU KD DOOFHQWHU 
 'HWWD KlQGH L (QJODQG I|U HWW SDU nU VHGDQ RFK GHW YDU OnQJW P\FNHW PHU lQ WLOOYl[Houston WYn nU 2FK GHW KDU LQWH Beasley 6YHULJH PHQ GHW NRPPHU 2P PDQ XWJnU IUnQ YnU K\SRWHV DWW GHW ILQQV MREE RFK WLOOYl[WHQ lU Watson DUEHWVWLOOIlOOHQ VH XW Vn KlU 
 Antal jobb i Sverige inom callcenter 
  
 160000 
  
 140000 
  
 120000 
  
 100000 
  
 80000 
  
 60000 
  
 40000 
  
 20000 
  
 0 
  
 1998 
  
 1999 
  
 2000 
  
 2001 
  
 2002 
  
 2003 
  
 2004 
  
 2005 
  
 2006 
  
 2007 
  
 Källa: ISA intern hypotes 
 ,GDJ ILQQV GHW DOOWVn GU\JW MREE RP IHP nU 6HGDQ lU GHW OLWH RVlNHUW KXU VWRU WLOOYl[WHQ EOLU 0HQ YDG VNXOOH GHW LQQHElU GH QlUPDVWH nUHQ YDG GHW JlOOHU DQWDOHW DUEHWVWLOOIlOOHQ Q\D MREE"  
 -R 
  GHW LQQHElU DWW YL UHGDQ L nU InU Q\D MREE RFK GlUHIWHU NRPPHU GHW DWW OLJJD Sn HQ QLYn Sn White SHU nU 
  
 Antal nya jobb per år i Sverige 
  
 18000 
  
 16000 
  
 14000 
  
 12000 
  
 10000 
  
 8000 
  
 6000 
  
 4000 
  
 2000 
  
 0 
  
 1998 
  
 1999 
  
 2000 
  
 2001 
  
 2002 
  
 2003 
  
 2004 
  
 2005 
  
 Källa: ISA intern hypotes 
 bU GHW P|MOLJW DWW GHW NDQ EOL Vn KlU P\FNHW" 'HW OnWHU IDQWDVWLVNW 0HQ RP PDQ DQDO\VHUDU KXU VWRU GHO DY GHQ VYHQVND Myers DWW MREED L DOO HQWHU Vn NRPPHU GHW DWW Jn IUnQ WLOO RFK GlU OLJJHU GH PRJQD PDUNQDGHUQD L (XURSD 
  
 Andel Svenskar som arbetar i callcenter 
  
 3,00% 
  
 2,50% 
  
 2,00% 
  
 1,50% 
  
 86$FD 
  
 1,00% 
  
 0,50% 
  
 0,00% 
  
 1998 
  
 1999 
  
 2000 
  
 2001 
  
 2002 
  
 2003 
  
 2004 
  
 2005 
  
 2006 
  
 2007 
  
 Källa: ISA intern hypotes 
  
 , 86$ lU DQGHOHQ VRP MREEDU YLG DOO HQWHUV LGDJ RFK DQGHOHQ I|UYlQWDV Ellison 
 2FK GHW J|U DWW GH KlU VLIIURUQD NDQVNH LQWH lU RULPOLJD 'HW NRPPHU MREED FD L GHQ KlU EUDQVFKHQ 
 9DG ILQQV GHW I|U PRWLY I|U LQWHUQDWLRQHOOD I|UHWDJ DWW HWDEOHUD VLQD DOO HQWHU L 6YHULJH" , E|UMDQ DY WDOHW W\FNWH PDQ DWW GHW YDU EHNYlPW DWW OlJJD GHP Sn HWW HQGD VWlOOH L (XURSD L V N 3DQ (XURSHLVND DOO HQWHUV 9LQQDUQD L GHQ KlU PDWFKHQ KDU YDULW ,UODQG 6NRWWODQG +ROODQG RFK /RQGRQUHJLRQHQ 'HW KDU YDULW Nunez In VYHQVNDU DWW nND WLOO GH KlU VWlOOHQD Williams I|UV|NWH lQGn 2P QL ULQJHU WLOO *Garrison VNDOO N|SD HQ GDWRU Vn InU QL SUDWD PHG HQ VYHQVN Sn ,UODQG 2P QL ULQJHU WLOO ,%0 V YDQOLJD WHOHIRQYl[HO L .LVWD RFK Lee KHUU 6YHQVVRQ Vn NRPPHU QL DWW In SUDWD PHG QnJRQ VRP VLWWHU L 6NRWWODQG  
 -DJ 
  WDSSDGH PLQ SOnQERN RFK Hughes 9LVD (XURFDUG RFK 'LQHUV RFK Garcia GDQVNDU 
 'H SDQ HXURSHLVND FDOOFHQWUHQ lU UDWLRQHOOD RFK HIIHNWLYD Sn SDSSUHW PHQ WUHQGHQ lU DWW GHW EOLU YlOGLJW K|J SHUVRQDORPVlWWQLQJ 2FK GHW lU G\UW DWW Palmer MX OlQJUH ERUW PDQ OlJJHU GHW 
 .DQ PDQ UHNU\WHUD IRON WLOO 'XEOLQ Vn KLWWDU PDQ L DOOPlQKHW VWXGHQWHU VRP W\FNHU DWW GHW lU NXO RFK nND GLW HWW nU RFK OlUD VLJ VSUnNHW 2FK KD NXO 8QGHU WLGHQ VRP GH lU L 'XEOLQ Vn NRPPHU GH DWW E\WD MREE HQ WLOO WUH JnQJHU I|U GHW lU Vn RQW RP VYHQVNDU Vn GH InU EUD HUEMXGDQGH 
 'H VWRUD 3 Jackson ,UODQG KDU HQ SHUVRQDORPVlWWQLQJ LQRP Bass Sn QlUPDUH SHU PnQDG  
 -DJ 
  KDU WDODW Reyes RFK LQJD KDU OHJDW XQGHU SHU PnQDG LQRP GH QRUGLVND VSUnNHQ 'HW KlU LQQHElU HQRUPD NRVWQDGHU RFK NYDOLWHWHQ JnU QHU 'lUI|U KDU PDQ E|UMDW WLWWD Sn DWW J|UD VSUnNUHJLRQDOD DOO HQWHU 0DQ J|U HWW IUDQVNW DOO HQWHU VRP WlFNHU %HOJLHQ )UDQNULNH RFK GHODU DY 6FKZHL] Rice J|U HWW W\VNW I|U 7\VNODQG RFK gVWHUULNH RVY 
 , GHQ KlU VSUnNUHJLRQDOD WUHQGHQ Vn lU GHW QRUGLVND DOO HQWHU VRP JlOOHU 9L Sn ,6$ VNDOO MDJD GH LQWHUQDWLRQHOOD Velez OlJJD KlU RFK J|UD HWW QRUGLVNW VSUnNFHQWUXP 'HW KlU lU YnUD DUJXPHQW 
  
 6YHULJHV CummingsStörst marknad Centralt läge Lägre kostnader 
 Enda landet med alla nordiska språk Bästa referenser 
 , QRUGHQ KDU YL GHQ Johnson 9L lU QlVWDQ GXEEHOW Vn VWRUD VRP YnUD Gregory GHW FHQWUDOD OlJHW 9L KDU OnJD NRVWQDGHU /lJUH lQ 'DQPDUN RFK 1RUJH nWPLQVWRQH )LQODQG KDU OLWH OlJUH NRVWQDGHU lQ YL 9L lU GHW HQGD ODQGHW VRP KDU JUlQVHU PRW DOOD RFK Sullivan DOOD VSUnNHQ 'HW lU Reed 'DQPDUN RFK GHW lU Jackson )LQODQG 6YHULJH KDU GH IOHVWD UHIHUHQVHUQD 1lVWDQ DOOD I|UHWDJ KDU YDOW 6YHULJH KLWWLOOV L DOOD IDOO 
  
 1RUGLVND PDUNQDGHQ 
  
 Norden 1999 
  
 80 000 
  
 Norden 2003 
  
 265 000 
  
 15% flyttbara 
  
 40 000 
  
 Sverige 1999 
  
 33 000 
  
 Sverige 2003 
  
 100 000 
  
 15% flyttbara 
  
 85 000 - 125 000 
  
 40 000 jobb 
  
 Källa: ISA intern analys 
  
 2P YL DQWDU K\SRWHVHQ DWW Becker MREEHQ lU IO\WWEDUD PHOODQ .|SHQKDPQ QRUUD )LQODQG HOOHU YDU GH QX lU QnJRQVWDQV 
 )|U 6YHULJHV GHO VNXOOH GHW KlU NXQQD EHW\GD DWW YL EOLU Carlson RP GHW EOLU ElWWUH I|U I|UHWDJ L W H[ 'DQPDUN RFK 1RUJH 'n NRPPHU YL In MREE 
 2P YL GlUHPRW lU ElWWUH lQ YnUD Keith YL DWW In MREE 6NLOOQDGHQ GlU HPHOODQ lU MREE 'HW lU PnQJD MREE 'n KDU YL lQGn XWJnWW IUnQ HQ WLOOYl[WWDNW Sn 
 0nQJD SUDWDU RP K|JUH WLOOYl[W 1lU YL YDOGH DQWDOHW MREE Vn YDOGH YL PnQJD SUDWDU RP 
 MREE 2P YL L VWlOOHW DQWDU DWW GHW VNXOOH EOL WLOOYl[W RFK DWW GHW lU Mcdonald lU IO\WWEDUD Vn VNXOOH GHW NXQQD EOL \WWHUOLJDUH MREE 'n VNXOOH GHW VNDSDV WRWDOW Q\D MREE GH QlUPDVWH Johnson[ nUHQ 
 0HUD LQIRUPDWLRQ ILQQV Sn ZZZ LVD VH FDOOFHQWHU 
 )UnJRU WLOO /DUV 5HLQLXV 
  
 )UnJD  
 DOO HQWHU VRP WHNQLN UDWLRQDOLVHUDU MX RFNVn QnJRQVWDQV 2FK YL VRP MREEDU VRP DUEHWVWDJDUH RFK NRQVXOWHU KDU MX Ferguson Sn SUREOHP GlU PDQ OlJJHU QHU NXQGWMlQVWHU L 6WRFNKROP 0DQ IO\WWDU Jimenez DY ODQGHW S J D DWW PDQ InU VW|G IUnQ 187(. RFK OLNQDQGH bU GHW KlU HQ QHWWRWLOOYl[W GX SUDWDU RP HOOHU lU GHW HQ EUXWWRWLOOYl[W GX WDODU RP 
  
 6YDU  
 'HW KlU lU HQ VDPPDQVWlOOQLQJ DY DQWDOHW SODWVHU L 6YHULJH IUnQ 6WRFNKROP WLOO 1RUUODQG 6n GHW VSHODU LQJHQ UROO YDU PDQ WLWWDU 
  
 )UnJD  
 1lU E|UMDGH ,6$ GHW KlU SURMHNWHW" 
  
 6YDU  
 )|U Morris nU VHGDQ 
  
 )UnJD  
 +DU QL QnJRW PnWW Sn YLOND UHVXOWDW QL XSSQnWW Sn GH KlU WYn nUHQ" 
  
 6YDU  
 Snyder GHODNWLJD L F D Q\D DUEHWVWLOOIlOOHQ RFK Hughes , |YULJW Vn KDU YL GUDJLW LJnQJ HWW SDU QlWYHUN RFK Cox VWDUW Baker DOO HQWHU PDQDJHPHQWXWELOGQLQJDU RFK Wong 
  
 )UnJD  
 %HK|YV GHW LQWH QnJRQ IRUVNQLQJ |NDG NXQVNDS RP YDG VRP KlQGHU L GHQ KlU EUDQVFKHQ RFK YDG GHW KlQGHU GlU GHW I|UVYLQQHU DUEHWVWLOOIlOOHQ" 
  
 6YDU  
 'HW Reed RP KXU PDUNQDGHQ HJHQWOLJHQ VHU XW L 1RUGHQ 9L KDU nNW UXQW UlWW P\FNHW RFK EHV|NW DOO HQWHUV UXQW RP L ROLND UHJLRQHU RFK MDJ NDQ VlJD DWW GHW lU YlOGLJ Moody PDQ IO\WWDU I|UXWRP P|MOLJHQ IUnQ .LVWD 0DQ NDQVNH HWDEOHUDU VLJ XWH L ODQGHW S J D K|J SHUVRQDORPVlWWQLQJ 9DG JlOOHU ELGUDJ Vn lU GHW MX Vn DWW ELGUDJHQ WDU VOXW HIWHU HWW SDU nU PHQ L HQ DEVROXW |YHUYlJDQGH PDMRULWHW DY IDOOHQ Vn lU Lee 
  
 )UnJD  
 9DG GHW DYJ|U RP Mann HOOHU KDU NYDU GHW L HJHQ UHJL 
  
 6YDU  
 +XYXGDUJXPHQWHW I|U HWW I|UHWDJ DWW OlJJD XW VLQ YHUNVDPKHW WLOO HWW DOO HQWHU lU DWW GHW NDQ HUEMXGD HQ K|JUD VHUYLFHQLYn 0DQ SUDWDU YlOGLJW P\FNHW RP VHUYLFHQLYnHU 9L PnVWH EHVYDUD 
 DY DOOD VDPWDO Young 'HW lU HWW PnWW DY VHUYLFHQLYn 2P Brown K|MD GHW WLOO DY DOOD VDPWDO Blackburn PnVWH PDQ KD P\FNHW IOHU DQVWlOOGD 0HQ RP PDQ LVWlOOHW OlJJHU VLWW DOO HQWHU WLOOVDPPDQV PHG DQGUD I|UHWDJ Vn NDQ PDQ XWQ\WWMD GHUDV DJHQWHU RFNVn 
  
 )UnJD  
 9L K|U Q\VV IUnQ /DUV ,UHQLXV DWW HQ KlPPDQGH IDNWRU YDU NRPSHWHQVHQ 'X KDU LQWH EHU|UW GHW RPUnGHW 
  
 6YDU  
  
 -D 
  GHW lU UlWW DOO HQWHU PDQDJHPHQW XWELOGQLQJ lU HQ DY GH VWRUD SUREOHPHQ IUDPI|U DOOW L JOHVE\JGHQ 0DQ YnJDU LQWH HWDEOHUD HWW VWRUW FHQWHU L PLQGUH JOHVE\JGVRUWHU S Wallace Sn FKHIHU 0DQ NDQ XWELOGD DJHQWHU GHP WDU GHW NDQVNH HWW SDU PnQDGHU HOOHU HWW KDOYnU DWW XWELOGD 'lUHPRW UnGHU GHW RHUK|UG EULVW Sn FKHIHU VRP NDQ GULYD DOO HQWHU L 6YHULJH DOOFHQWHUFKHI lU HWW DY GH KHWDVWH VDNHU PDQ NDQ YDUD 'HW VRP VNLOMHU HQ VnGDQ FKHI IUnQ DQGUD lU DWW KlU lU SURGXNWLRQVPDVNLQHQ PlQQLVNRU 0DQ PnVWH NXQQD WD KDQG RP GHQ PDVNLQHQ PDQ PnVWH NXQQD PRWLYHUD 0DQ PnVWH NXQQD DQVWlOOD UlWW SHUVRQHU 0DQ PnVWH Allison DWW GHW KlU IXQJHUDU DWW LQWH Goodman K|J R V Y 0DQ EHK|YHU GHQ W\SHQ DY NRPSHWHQV VDPWLGLJW VRP PDQ EHK|YHU Moore I|UHWDJVHNRQRPL RFK ,7 
  
 )UnJD  
 9DG /DUV Oliver NRPSHWHQV L IUnJD RP DWW I|UVWn YDG GHW lU VRP KlQGHU $WW I|UVWn WHNQLNHQ DWW I|UVWn P|MOLJKHWHUQD RFK Q\D VlWW DWW RUJDQLVHUD DUEHWHW 'HQ W\SHQ DY NRPSHWHQVEULVW KDU YL VW|WW Sn +DU YL HQ Q\ W\S King VNDSDU Q\D I|UHWDJ MXVW QX" 
  
 6YDU  
 1HM MDJ WURU VQDUDUH DWW GHW lU HIWHUIUnJDQ IUnQ Braun VDNQDV 0nQJD DOO HQWHUV VWnU EHUHGGD RFK KDU P|MOLJKHW DWW Jenkins RFK KDU P|MOLJKHW DWW Wade PDLO RVY 0HQ GHW lU HIWHUIUnJDQ VRP LQWH NRPPLW LJnQJ lQ 
  
 )UnJD  
 3KLO RKHQ KDU OlVW 6Y' L PRUVH RFK Mcconnell +7) KlYGDU DWW NDQVNH KlOIWHQ DY GH KlU DOO HQWHU I|UHWDJHQ lU Martinez VNXOOH W\GOLJHQ YDUD L I|UKnOODQGH WLOO GHW VW|G GH KDIW (OOHU L I|UKnOODQGH WLOO DWW GHW LQWH I|OMW DUEHWVUlWWVODJVWLIWQLQJHQ 9DG WURU GX GHW ILQQV I|U EHOlJJ Sn DWW GHW lU Sn GHW KlU VlWWHW" 
  
 6YDU  
  
 -DJ 
  YHW LQWH YDU +7) KDU InWW GHWWD LIUnQ 0HQ RP YL WDU HQ K\SRWHV DWW YL KDU DOO HQWHUV L 6YHULJH 6WDWHQ 187(. KDU JHWW Perez VW\FNHQ WRWDOW VHWW GH VHQDVWH WLR 
 nUHQ 'HW Johnson DY DOOD DOO HQWHU LQWH KDU QnJUD ELGUDJ |YHUKXYXG WDJHW $Y GH KXQGUD Vn YHW LQWH MDJ ULNWLJW KXU PnQJD GHW lU VRP KDU PLVVEUXNDW GHW KlU PHG ELGUDJ R V Y 0HQ GHW NDQVNH lU HQ Mullins VW\FNHQ VRP MDJ KDU K|UW WDODV RP VRP KDU IO\WWDW PHOODQ NRPPXQHU HOOHU Sn QnJRW VlWW I|UVYXQQLW $WW HWW HOOHU WYn I|UHWDJ DY VNXOOH YDUD RVHUL|VW lU OnQJW LIUnQ GH VRP +7) WDODU RP 
  
 )UnJD  
 0HQ GHW lU Hayes GH KDU SUREOHP PHG " 
  
 6YDU  
 $UEHWVODJVWLIWQLQJHQ lU Lutz DY 6YHULJHV QDFNGHODU L NRQNXUUHQV RP MREEHQ PHG +ROODQG ,UODQG 6NRWWODQG R V Y 
  
 )UnJD  
 3n YDG VlWW" 
  
 6YDU  
 0|MOLJKHWHUQD DWW IOH[LEHOW NXQQD DQVWlOOD RFK DYVNHGD V N µKLUH DQG ILUHµ 
  
 )UnJD  
 , +ROODQG KDU GH MX JMRUW HWW DYWDO HWW IOHUSDUWVDYWDO VRP NDOOV µIOH[LELOLW\ DQG VHFXULW\µ $OOWVn I|UHWDJHQ EHKRY Smith[LELOLWHW RFK DWW GHW DQVWlOOGD VNDOO In VRFLDO WU\JJKHW 6NXOOH GHW NXQQD YDU HQ P|MOLJKHW 'lU KDU MX SDUWHUQD NRPPLW |YHUHQV 2FK VHQ VHWW WLOO DWW Knight EHVWlPW GHW VRP SDUWHUQD NRPPLW |YHUHQV RP 6NXOOH GHW YDUD QnJRW I|U 6YHULJH 
  
 6YDU  
 'HW OnWHU YlOGLJW SRVLWLYW PHQ MDJ YHW LQWH YDG GHW LQQHElU 
  
 )UnJD IUnQ  * (JHUZDOO 7HOLD  
  
 -DJ 
  PnVWH NRUULJHUD GHW VRP /DUV 5HQLXV VlJHU 'HW lU YLNWLJW DWW DXGLWRULHW InU HQ NRUUHNW ELOG DY KXU XWKnOOLJW GHW KlU SURMHNWHW lU 'HW E|UMDGH LQWH Reyes nU VHGDQ 'HW KlU SURMHNWHW E|UMDGH YnUHQ 'HW lU SUHFLV WUH nU VHGDQ RFK GH I|UVWD UHVXOWDWHQ Fritz QX 6n PDQ PnVWH KDU UHVSHNW I|U DWW GHW WDU WLG DWW GULYD VnGDQD KlU SURMHNW 
  
 6YDU  
 3URMHNWHW KDU YDULW LJnQJ L WYn nU VHQ V|NWH PDQ VSRQVRUHU RFK JMRUGH I|UVWXGLHU XQGHU 
 RP GHW IDQQV I|UXWVlWWQLQJDU DWW VWDUWD HWW SURMHNW 
  
  * (JHUZDOO  
 )UnQ 7HOLDV Reed KDU YL YDULW LJnQJ VHGDQ E|UMDQ DY 
 ,QWHUQDWLRQHOO XWYHFNOLQJ 
 Stephens, Consulent AB 
 6DPPDQIDWWQLQJ 
 3KLOLS RKHQ EHVNULYHU XWYHFNOLQJHQ DY WHOHPDUNHWLQJ XQGHU WDOHW +DQ PHQDU DWW DOO HQWHUV HJHQWOLJHQ LQWH lU QnJRW Q\WW 5HGDQ L E|UMDQ DY VHNOHW E|UMDGH PDQ DQYlQGD VLJ DY WHOHIRQI|UVlOMQLQJ 9DG VRP KlQGHU LGDJ lU Bowen PRW DWW PDQ KDQWHUDU ROLND IRUPHU DY PHGLD LQWH EDUD WHOHIRQL L V N RQWDFW HQWHUV 'HW lU EHKRYHW DY DWW NXQQD JH ElWWUH WMlQVWHU WLOO NXQGHU VRP lU GULYNUDIWHQ L XWYHFNOLQJHQ LQWH P|MOLJKHWHUQD DWW VSDUD SHQJDU 6YHULJH KDU HQ P\FNHW OLWHQ DQGHO DY DUEHWVNUDIWHQ VRP DUEHWDU L DOO HQWHUV MlPI|UW PHG W H[ 86$ 'HW ERUGH ILQQDV HQ RUGHQWOLJ XWYHFNOLQJVSRWHQWLDO RKHQ YDUQDU Long DWW 6YHULJH NDQ KDPQD L HWW RI|UGHODNWLJW NRQNXUUHQVOlJH RP VWUlQJD Andrews RFK Farmer DYWDOHQ U|UDQGH DUEHWVWLGHU RFK DQVWlOOQLQJVIRUPHU EOLU IOH[LEODUH 
  
 -DJ 
  lU HQJHOVPDQ PHQ ERU L 6NHOOHIWHn , GU\JW nU KDU MDJ MREEDW PHG DOO HQWHU RFK WHOHPDUNHWLQJ RFK KDU HWW HJHW OLWHW NRQVXOWI|UHWDJ VRP lU KHOW NRQFHQWUHUDW Sn WHOHPDUNHWLQJ DOO HQWHU RFK WHOHIRQI|UVlOMQLQJ  
 -DJ 
  MREEDU VMlOY XWSUlJODW PHG GHQ LQWHUQDWLRQHOOD PDUNQDGHQ FLUND DY DOOW VRP I|UHWDJHW IDNWXUHUDU JnU WLOO XWODQGHW 
 7KXN\GLGHV lU HQ Garcia VRP VNUHY KLVWRULHQ RP GHW SHORSRQQHVLVND NULJHW nU I|UH .ULVWXV +DQ VNUHY QnJRQWLQJ VRP MDJ W\FNHU lU YlUW DWW Lee µ+LVWRULHQ KDU HQ WHQGHQV DWW XSSUHSD VLJµ 
  
 -DJ 
  Thomas VQDEE H[SRVp |YHU YDULIUnQ DOO HQWHUV NRP IUnQ 'lUHIWHU WlQNWH MDJ SUDWD RP GH YlUGHULQJDU VRP OLJJHU L GHW KlU 9L VNDOO WLWWD Sn VWRUOHNHQ Sn PDUNQDGHQ LQWHUQDWLRQHOOW RFK Garrett 
 ,QWHUQDWLRQHOO XWYHFNOLQJ 
 7HOHIRQI|UVlOMQLQJ 
 7HOHPDUNHWLQJ RXWERXQG 
 RXWERXQG LQERXQG 
 DOO HQWHUV 
 RQWDFW HQWHUV 
 'HW KHOD E|UMDGH JDQVND H[DNW L 86$ 7HOHIRQI|UVlOMQLQJ YLD DQQRQVHU L WHOHIRQNDWDORJHQ GHW VRP Vn VPnQLQJRP EOHY  
 6MlOYD RUGHW WHOHPDUNHWLQJ G|N LQWH XSS I|UUlQ 'n E|UMDGH PDQ RFNVn PHG RXWERXQG XWJnHQGH VDPWDO KlQGH QnJRW KHOW UHYROXWLRQHUDQGH QlPOLJHQ I|GHOVHQ DY GHW VRP lU 
 QXPPHU L $PHULND GHW VRP VNXOOH EOL QXPPHU L 6YHULJH 'HW YLOO VlJD DWW GHQ VRP WDU HPRW VDPWDOHW EHWDODU I|U VDPWDOHW 
 'HW JLFN RHUK|UW WU|JW QlU PDQ E|UMDGH IRNXVHUD Sn DWW |ND YlUGHW Sn VHUYLFHQ Flowers DWW PDQ EHWDODGH I|U VDPWDOHQ 'HW ILFN LQJHW ULNWLJW JHQRPVODJ Sn VMX nWWD nU 6DPPD VDN KlQGH QlU PDQ ODQVHUDGH QXPPHU L 6YHULJH 1lU Mitchell Vn WDU GHW DOOWLG VMX nWWD nU LQQDQ GHW InU QnJRW ULNWLJW JHQRPVODJ 
 , E|UMDQ Jackson EHJUHSSHW WHOHPDUNHWLQJ E|UMDW IDOOD L RQnG RFK PDQ E|UMDGH OHWD HIWHU HWW DQQDW VlWW DWW EHVNULYD GHW VRP K|OO Sn DWW Eaton DOO HQWHUV 
 DOO HQWHU VWnU I|U µPDNLQJ DQG WDNLQJ FDOOVµ VNDSD XWJnHQGH VDPWDO RFK Bell VDPWDO 9DG MDJ YLOO VlJD lU DWW GHW KlU PHG DOO HQWHUV HJHQWOLJHQ LQWH lU QnJRQWLQJ Q\WW 'HW KDU IXQQLWV FHQWUDOHU GlU PDQ KDU WDJLW KDQG RP WHOHIRQVDPWDO VHGDQ IHPWLRWDOHW 
 1X JnU PDQ |YHU WLOO GHW VRP GHW WDODWV RP YLG IOHUD WLOOIlOOHQ RQWDFW HQWHUV XVWRPHU HQWHUV 6HUYLFH HQWHUV 0DQ VNDSDU HQ PDVVD Q\D ROLND QDPQ HIWHUVRP PDQ lU LQWH lU ULNWLJW NODU |YHU YDG GHW KDQGODU RP $Garcia DWW PDQ JnU LIUnQ EHJUHSSHW DOO HQWHUV LQWHUQDWLRQHOOW lU DWW µFDOOVµ lU VDPWDO RFK VDPWDO lU EDUD HWW PHGLD Wheeler LQWHUDNWLYD PHGLHU ROLND PHGLHU RFK Garner RFK NXQGHU 
 8WYHFNOLQJHQ 
  
 (Johnson 
  
 6ZHDWVKRSV 
  
 7HNQRORJL 
  
 0LVVEUXN ODJVWLIWQLQJ L 86$ 
  
 0HGYHWHQKHWVMlOYUHJOHULQJ L (XURSD 
  
 DUEHWVPDUNQDGVDVSHNWHU 
 9L E|UMDGH PHG WHOHPDUNHWLQJ XWJnHQGH VDPWDO , GHW XWJnHQGH DUEHWHW EHK|YHU PDQ LQWH KD HQ VWRU Yl[HO 0DQ NDQ KD IRON VRP ERU XWH L EXVNDUQD RFK lU RXWVRXUFDGH 
 6HQ E|UMDGH PDQ IRNXVHUD Sn GHQ PlQVNOLJD SURFHVVHQ )RON MREEDU ElWWUH L JUXSS lQ QlU GH VLWWHU KHPPD 6LWWHU Davis RFK PnU OLWH Ross PDQ ULQJHU Vn UHVHU PDQ VLJ XSS RFK WDU HQ NRSS NDIIH HOOHU HWW EORVV 6n PDQ E|UMDGH Callahan RFK VNDSDGH QnJRW VRP Vn VPnQLQJRP E|UMDGH NDOOV I|U µVZHDWVKRSVµ Diaz PDQ VNXOOH |YHUVlWWD GHW WLOO VYHQVND 0DQ SUHVVDU LQ HQ KLPOD PDVVD IRON L HWW UXP RFK PDQ SDFNDU GHP WlWDUH RFK Jones DWW Greer SHU NYDGUDW 'HW EOHY DOOWVn µVZHDWVKRSVµ GlU GHW YDU VYHWWLJW RFK WUnQJW RFK PDQ MREEDGH XWDY EDUD GHQ I|U DWW NRPPD GlULIUnQ Vn VQDEEW VRP P|MOLJW 
 6HGDQ NRP WHNQRORJLQ PHG EO D GLDOHUV DOOWVn ROLND IRUPHU DY DXWRPDWLVND XSSULQJQLQJVV\VWHP 'n E|UMDGH PDQ |ND NUDYHQ Sn HIIHNWLYLWHW 2P PDQ VNUXYDU Sn GDLOHUQ OLWH WLOO RFK Cameron Vn NDQ PDQ Jn IUnQ WLR WLOO WROY VDPWDO L WLPPHQ WLOO IMRUWRQ VDPWDO L Spears WMXJRIHP WLOO I\UWLR VDPWDO L WLPPHQ 2FK RM YDG HIIHNWLY PDQ EOLU 
 6n E|UMDGH PDQ OlJJD Sn PHU RFK PHU WHNQLN 2FK GHW E|UMDGH EOL DOOW PHU NYDQWLWHW Sn EHNRVWQDG DY NYDOLWHWHQ 'HW EOHY \WWHUOLJDUH HQ NQlFN Sn EHJUHSSHW WHOHPDUNHWLQJ QlU PnQJD I|UHWDJ PLVVEUXNDU P|MOLJKHWHUQD YLONHW L VLQ WXU OHGGH WLOO ODJVWLIWQLQJ PRW DJJUHVVLY WHOHPDUNHWLQJ L 86$ 
 (IWHUVRP GHW ILQQV IHPWLR ROLND VWDWHU L 86$ ILQQV GHW IHPWLR ROLND YDULDQWHU DY ODJVWLIWQLQJDU RFK YDUMH VWDW KDU ROLND VDNHU DWW UHJOHUD PRW 6HGDQ E|UMDGH VDPPD VDN NRPPD WLOO (XURSD %HJUHSSHW WHOHPDUNHWLQJ VORJ LJHQRP L (XURSD L PLWWHQ DY VMXWWLRWDOHW 7\VNODQG YDU HWW DY GH I|UVWD OlQGHUQD VRP UHDJHUDGH RFK VNDSDGH ODJVWLIWQLQJ 'DQPDUN KDU I|UEXG PRW DWW µULQJD RFK VlOMDµ PHG YlOGLJW In XQGDQWDJ , )UDQNULNH KDU PDQ ODJVWLIWQLQJ VRP EHU|U 79 I|UVlOMQLQJ 'lU lU LQWH HWW Webb I|UU lQ NRQVXPHQWHQ KDU ULQJW RFK EHVWlOOW RFK VlOMDUHQ Hunter RFK EHNUlIWDW 'HW ILQQV DOOWVn OLWH ROLND ODJVWLIWQLQJDU IUnQ ODQG WLOO ODQG 
 $OOW HIWHUVRP GHQQD W\S Hernandez Yl[D Vn E|UMDGH (8 KRSSD Sn WnJHW 6n KDU PHGYHWHQKHWHQ |NDW L EUDQVFKHQ UXQW RP L (XURSD YLONHW J|U DWW Riley ,QWHUQDWLRQHOOD KDQGHOVNDPPDUHQ E|UMDGH VMlOYUHJOHUD GLUHNWPDUNQDGVI|ULQJ PHG Edwards µRGHµ I|U KDQWHULQJ DY WHOHIRQVDPWDO 'HQ lU LQWH EHJUlQVDG WLOO (8 HOOHU (XURSD GHQ lU YlUOGVRPVSlQQDQGH 
 'HW ILQQV HQ HXURSHLVN EUDQVFKI|UHQLQJ VRP KDU VNDSDW EUDQVFKUHJOHU , KDU I|U WYn nU VHGDQ UHYLGHUDW VLQD UHJOHU I|U WHOHIRQPDUNQDGVI|ULQJ 
 0HQ PHGYHWHQKHWHQ RP DOO HQWHUV E|UMDGH Sn ,UODQG 'n KDGH ,UODQG HQ NRQVWDQW DUEHWVO|VKHW Sn RFK VnJ GHQ KlU P|MOLJKHWHQ DWW VNDSD DUEHWVWLOOIlOOHQ PHG KMlOS DY WHOHIRQL 'H JMRUGH HWW YlOGLJW NRQNUHW UHJHULQJVSDNHW RFK JLFN XW RFK E|UMDGH NUlQJD ,UODQG VRP VWlOOHW GlU PDQ NXQGH VlWWD XSS LQWHUQDWLRQHOOD DOO HQWHUV 2FK GH KDU KXU P\FNHW DUEHWVO|VD VRP KHOVW GlU VRP NDQ VLWWD YLG WHOHIRQHQ 'H KDU P\FNHW K|J XWELOGQLQJ RFK PnQJD NDQ IUlPPDQGH VSUnN 0nQJD K|JXWELOGDGH LUOlQGDUH IO\GGH ODQGHW PHQ NRP VHGDQ Gomez GHW IDQQV MREE 0HG VLJ KDGH GH RIWD HQ SDUWQHU HQ SDUWQHU VRP YDU W H[ IUDQVN HOOHU W\VNWDODQGH YLONHW VNDSDGH HQ YlOGLJ GHSn DY VSUnN 3n Vn VlWW EOHY ,UODQG GHW ODQG VRP ILFN GH I|UVWD VWRUD LQWHUQDWLRQHOOD DOO HQWUHQ 1HGHUOlQGHUQD KRSSDGH Sn WnJHW nUHW HIWHU 
 6WRUEULWDQQLHQ NRQVWDWHUDU DWW GH KDU IOHUD DOO HQWHUV lQ KHOD UHVWHQ DY (Diaz GHW lU W\SLVNW 6WRUEULWDQQLHQ DWW Stevens VlJD GHW OLWH VNU\WVDPW 0HQ GH JMRUGH LQWH Vn VlUVNLOW P\FNHW DY GHW 'HW lU Lang GH E|UMDU IRNXVHUD NULQJ GHW KlU PHG DOO HQWHUV 2FK QlU YL SUDWDU DOO HQWHUV QX Vn Perez IO\WWDV IUnQ XWJnHQGH VDPWDO WLOO LQNRPPDQGH VDPWDO  
 -DJ 
  WURU GHW YDU /DUV ,Willis VD DWW Mcclure DWW Carter RFK DWW GHW DYJ|UDQGH I|U KXU VWRU GHO Mullen PDQ InU lU RP PDQ NDQ HUEMXGD ElWWUH NXQGVHUYLFH 
 $QWDO DUEHWVSODWVHU LQRP DOO HQWHU EUDQVFKHQ $QWDOHW DUEHWVSODWVHU L I|UKnOODQGH WLOO EHIRONQLQJHQ 
  
 gNQLQJ 
  
 ,QYnQDUH PLOM 
  
 $UEHWV SODWVHU 
  
 $UEHWV SODWVHU 
  
 $UEHWV SODWVHU 
  
 $UEHWV SODWVHU  
  
 ç 
  
 WXVHQ EHI 
  
 WXVHQ EHI 
  
 86$ 
  
 *% 
  
 1/ 
  
 ' 
  
 ,5/ 
  
 6 
  
 (8 
  
 .lOOD 2YXP 
 +XU VHU PDUNQDGHQ XW" /DUV ,UHQLXV WRJ VLIIURU IUnQ 'DWDPRQLWRU  
 -DJ 
  KDU WDJLW 2YXP $OOD lU |YHUHQV RP DWW GHW LQWH ILQQV QnJUD EUD XQGHUV|NQLQJDU DQJnHQGH DQWDOHW DUEHWVSODWVHU L DOO HQWHUV 9L NDQ VH KXU PnQJD DUEHWVSODWVHU GHW ILQQV KlU L 86$ 6WRUEULWDQQLHQ 1HGHUOlQGHUQD 7\VNODQG ,UODQG RVY KHOD Wilcox 6YHULJH 'HW ILQQV RPNULQJ I\UD PLOMRQHU DUEHWVSODWVHU L 86$ 'HW ILQQV DUEHWVSODWVHU KlU L 6YHULJH cU 
 I|UYlQWDV YL KD DUEHWVSODWVHU KlU L 6YHULJH RFK QlVWDQ IHP PLOMRQHU L 86$ 
  
 -DJ 
  JMRUGH HWW OLWHW H[SHULPHQW L GHQ KlU WDEHOOHQ 7lQN RP YL WLWWDU Sn KXU PnQJD DUEHWVSODWVHU GHW ILQQV L I|UKnOODQGH WLOO Allen 2P PDQ VHU Sn GHW Sn DQWDOHW DUEHWVSODWVHU lU YL MlWWHVPn Ellison WLWWDU Sn KXU PnQJD DUEHWVSODWVHU YL KDU L I|UKnOODQGH WLOO EHIRONQLQJHQ VNXOOH 86$ KD HQ SODWV Sn LQYnQDUH 1HGHUOlQGHUQD Stone Sn LQYnQDUH RFK L 6YHULJH HQ 
 SODWV Sn SHUVRQHU 'HW lU Perkins 6ND YL Gn VH YDG VRP KlQGHU nU 'n KDU 86$ HQ SODWV Sn LQYnQDUH 1HGHUOlQGHUQD Stone Sn RFK 6YHULJH HQ SODWV Sn 
  
 Huffman 
  
 3URFHQW 
  
 .DQDGD 
  
 86$ 
  
 ) 
  
 ' 
  
 1/ 
  
 6 
  
 *% 
  
 %DQNLQJ ILQDQV 
  
 +DQGHO 
  
 )|UYDOWQ KlOVR 
  
 Cameron 
  
 7HOHNRP WUDQVS 
  
 9DWWHQ HO´ 
  
 gYULJW 
  
 .lOOD 2YXP 
  
 9LOND PDUNQDGHU lU GHW VRP DQYlQGHU DOO HQWHUV"  
 -DJ 
  UHGRYLVDU KlU HWW XUYDO )|UVW EDQNLQJ RFK ILQDQV 'HQ I|UVWD ULNWLJD DOO HQWHU EDQN VRP PDQ KLWWDGH Sn L (XURSD YDU )LUVW 'LUHFW %DQN L 8. 0DQ EUXNDU VlJD DWW GHQ lU GHQ I|UVWD WRWDOD DOO HQWHUEDQNHQ 'HQ lU P|MOLJ GlUI|U DWW L 6WRUEULWDQQLHQ ILQQV HQ WLOOUlFNOLJW VWRU JUXSS PlQQLVNRU VRP EDUD YLOO ULQJD RFK SUDWD PHG VLQ EDQN VRP |YHUKXYXGWDJHW LQWH JnU Sn EDQNHQ 7HOHIRQEDQNHU VRP YL KDU L 6YHULJH VRP lU HWW WLOOlJJ WLOO HQ YDQOLJ EDQN lU QnJRW DQQDW 
 SURFHQW DY DOO KDQGHO PHG SRVWRUGHU VNHU L GDJ YLD DOO HQWHUV 
 +HOD GHQ RIIHQWOLJD I|UYDOWQLQJHQ KDU IRNXVHUDW PHU RFK PHU Sn DOO HQWHUV )|UVlNULQJVNDVVD 5LNVVNDWWHYHUNHW RVY 
 7HOHFRP RFK WUDQVSRUWHU GHW KlU lU LQWHUQDWLRQHOOD WUHQGHU 9L SUDWDU RP Q\WWLJKHWHU XWLOLWLHV Sn HQJHOVND VRP NRPPHU DWW DYUHJOHUDV KHOW XQGHU K|VWHQ 1lU YL NDQ YlOMD OHYHUDQW|U IULWW NDQ YL QRWHUD DWW DOO HQWHUV DQYlQGV RHUK|UW P\FNHW DY HOERODJHQ (O lU VRP HO GHQ HQGD VNLOOQDGHQ PHOODQ OHYHUDQW|UHU lU KXU PDQ KDQWHUDU NXQGHQ $OOWVn DOO HQWHUV EHWMlQDU NXQGHQ 'HW YL LQWH KDU WDJLW PHG lU Dean RXWVRXUFDGH DOO HQWHUV VRP UHSUHVHQWHUDU PHOODQ IHP RFK WLR SURFHQW DY WRWDOPDUNQDGHQ 
 8WYHFNOLQJ 
  
 7HNQLN ,QNO ,QWHUQHW H PDLO 
  
 0lQQLVNRU 
  
 7LOOlPSQLQJDU 
  
 +XU VHU XWYHFNOLQJHQ XW IUDP|YHU" )|UVW GULYNUDIWHQ (Q DY GH VWDUNDVWH GULYNUDIWHUQD RFK GHQ VRP I|UPRGOLJHQ lU GHQ Macdonald DQOHGQLQJHQ DWW VNDSD DOO HQWHUV lU DWW VSDUD SHQJDU DOO HQWHUV KDQGODU P\FNHW Jones RFK PlQQLVNRU NRVWDU P\FNHW SHQJDU 2P PDQ VNDSDU HWW DOO HQWHU I|U DWW VSDUD SHQJDU PlUNHU Wagner DWW PDQ NDQ VNlUD QHU Sn DOO HQWUHQ RFK VSDUD LQ PHU SHQJDU 'n KDU YL HWW RKnOOEDUW NRQFHSW 
 1nJRQ VWlOOGH IUnJDQ 9LONHQ VRUWV EHUHGVNDS KDU I|UHWDJHQ L VLQD RUJDQLVDWLRQHU" 
 0nQJD DY GHP KDU LQJHQ VWUDWHJL DOOV 0DQ NRPPHU WLOO QlVWD DQOHGQLQJ WLOO DWW KD HWW DOO HQWHU 'HW ILQQV HWW RHUK|UW µPH WRRµ V\QGURP  
 -DJ 
  Holt YHFNDQ PHG HWW WHOHERODJ VRP KDU VNDSDW HWW DOO HQWHU QnJRQVWDQV L 6YHULJH  
 -DJ 
  Sanders Padilla GHW lU 0HQ GH VDGH µ9L KDU VNDSDW HWW DOO HQWHU 'HW IDQQV JRWW RP ELGUDJ Brown YDG YL 
 KnOOHU Sn PHG 'HW lU IXOOVWlQGLJW NDRV 9L KLQQHU EDUD KDQWHUD XQJHIlU IHP SURFHQW DY 
 LQNRPPDQGH VDPWDO +MlOS µ 'n NDQ PDQ VlJD DWW PDQ KDU GHW KlU µPH WRRµ V\QGURPHW 
 )UnJDQ KDU NRPPLW XSS RP PDQ ORNDOLVHUDU XW Sn JUXQG DY ELGUDJ 'HW NRP Patel IUnJD RP PDQ JHQRP Fox J|U HQ RPIO\WWQLQJ Ruiz[ 6WRFNKROP RFK *Mcgee RFK JOHVE\JG , Ward MD 0HQ GHW YLVDU VLJ lQGn DWW 6WRFNKROP RFK *|WHERUJ KDU YlOGLJW OnJ DUEHWVO|VKHW Rodriguez RFK gYHUNDOL[ 2P PDQ Gn NDQ IO\WWD XW HQ GHO DUEHWHQ WLOO JOHVE\JGHQ HUVlWWV GH JDQVND OlWW Wallace DY DQGUD L VWRUVWlGHUQD 'HW lU GlUI|U VRP ELGUDJHQ ILQQV 'HW lU I|U DWW VNDSD HQ PRURW I|U DWW XWORNDOLVHUD 
 'HW KlU PlUNHU PDQ LQWHUQDWLRQHOOW 'HW lU SUHFLV Gibbs 'HW KDU YLVDW VLJ DWW GHW KDU IO\WWDWV XW DOO HQWHUV HQEDUW Sn JUXQG DY ELGUDJ 'HW lU HQ JDQVND Hicks 0HQ PDQ KDU RFNVn PlUNW LQWHUQDWLRQHOOW DWW PDQ SUDWDU SDQHXURSHLVNW 0nQJD JnQJHU KDU PDQ VWDUWDW SDQHXURSHLVND FHQWHUV VRP VND KDQWHUD PnQJD OlQGHU 1lU PDQ KDU InWW XSS HQ NULWLVN PDVVD DY NXQGHU PHG Myers IO\WWDU PDQ HQ GHO DY DOO HQWUHQ IUnQ HWW ODQG WLOO HWW DQQDW 
 (WW H[HPSHO IUnQ QRUU KHWHU 6\NHV VRP DUEHWDU PHG PMXNYDUXVW|G 'H VNDSDGH HWW SDQHXURSHLVNW DOO HQWHU L $PVWHUGDP I|U DWW EHWMlQD KHOD (XURSD 'H PlUNWH DWW Smith RHUK|UW VWRU DQGHO IUnJRU IUnQ 6NDQGLQDYLHQ HIWHUVRP YL lU Zhang ,7 LQWHQVLYD KlU 'n NRP GH KLW Barry RFK N|SWH XSS HWW ERODJ 'HW ILQQV Jacobs VNDQGLQDYHU KlU L 6NDQGLQDYLHQ lQ GHW ILQQV L $PVWHUGDP ,GDJ KDU GH DUEHWVSODWVHU L 6YHJ RFK KnOOHU Sn DWW HWDEOHUD WLOO L 'DOV (G (WW YlOGLJW EUD H[HPSHO Sn KXU PDQ QlU PDQ InU HQ NULWLVN PDVVD LQRP HWW VSUnN IO\WWDU XW GHW 'H KDU IO\WWDW HQ GHO IUnQ $PVWHUGDP WLOO )UDQNULNH HQ GHO WLOO ,UODQG 'HW ILQQV IOHU HQJHOVNWDODQGH L ,UODQG lQ L $PVWHUGDP KXU GXNWLJD KROOlQGDUH lQ Pn YDUD Sn VSUnN 
 .DQVNH lU GHQ VWDUNDVWH GULYNUDIWHQ L GDJ NXQGHQ .XQGHQ Norris Sn WHOHIRQHQ 7HNQLNHQ XWYHFNODV Acosta ,QWHUQHW RFK H PDLO Jimenez DWW LQJHQ KDU O\FNDWV NRPELQHUD H PDLO RFK WHOHIRQHQ 'HW lU YlOGLJW VNLOGD IUnJRU 0DQ PlUNHU DWW Hoffman PlQQLVNDQ 0HQ GHW lU NDQVNH Vn DWW PDQ I|UORUDU GH NXQGHU RFK UHODWLRQHU PDQ KDU WLOO GHP $OOWVn PlQQLVNDQ EHK|YV GlU XWH 
 9L QRWHUDU DWW GHW RFNVn ILQQV HQ RPYlQG XWYHFNOLQJ 0nQJD Reynolds EHVYDUDV OlWW JHQRP )$4 )UHTXHQWO\ $VNHG 4XHVWLRQV Sn ,QWHUQHW 'HW LQQHElU DWW GH IUnJRU RFK SUREOHP VRP lU NYDU lU PLQGUH µIUHTXHQWO\ DVNHGµ PHU NRPSOH[D 0nQJD DY GH VRP lU NYDU PnVWH GHOV NXQQD KDQWHUD WHOHIRQHQ GHOV NXQQD KDQWHUD GDWRUQ DOOWVn LQWH HQNOD MREE GHOV YDUD RHUK|UW NYDOLILFHUDGH RFK NXQQLJD L VLWW DUEHWH 'HW J|U DWW NUDYHQ Sn DUEHWVWDJDUQD L DOO HQWHUV EOLU K|JUH YLONHW LQQHElU DWW GH NDQ EHJlUD K|JUH O|Q *nU LQWH GHW lU GHW HQ ULVN VlUVNLOW PHG XQJD YlOXWELOGDGH PlQQLVNRU DWW GH NRPPHU DWW IO\WWD XWRPODQGV GlU GH GHVVXWRP Owen VWDWXV 
 )UnJRU WLOO 3KLOLS RKHQ 
  
 )UnJD  
 'X KDU MX HQ EUHG LQWHUQDWLRQHOO XWEOLFN 8WLIUnQ GH HUIDUHQKHWHUQD YDG W\FNHU GX DWW YL VND J|UD L 6YHULJH I|U DWW I|UElWWUD I|UXWVlWWQLQJDUQD I|U GHQ KlU XWYHFNOLQJHQ"  
 -DJ 
  WlQNHU IUDPI|U DOOW Gn IUnQ VWDWHQV RFK Lee 
  
 6YDU  
 (IWHUVRP GX KDU VWlOOW GHQ IUnJDQ WLOO DOOD GH Hall lU MDJ I|UEHUHGG  
 -DJ 
  KDU WUH UnG WLOO UHJHULQJHQ 
 'HW I|UVWD lU *|U HQ NDUWOlJJQLQJ Ali Sn YDU YL ILQQV QX 'HW ILQQV LQJHQ RUGHQWOLJ NDUWOlJJQLQJ 3LWHn NRPPXQ RFK +DQGHOVK|JVNRODQ L 8PHn YHW MDJ lU Sn JnQJ PHG HQ NDUWOlJJQLQJ 
 $QGUD UnGHW %|UMD VNDSD PHU IOH[LEOD UHJOHU LQRP DUEHWVODJVWLIWQLQJHQ 'HW KlU XWVSHOHW L WLGQLQJHQ L GDJ RP DWW GHW lU KDOYVHUL|VW RFK Nelson DUEHWVPLOM|Q L EUDQVFKHQ nWHUVSHJODU HQ YLVV IDFNOLJ V\Q )|U nU VHGDQ DYUHJOHUDGHV DIIlUVWLGHUQD I|U EXWLNHUQD 9L YDU 
 YlOGLJW UlGGD I|U DWW GHW VNXOOH YDUD HQ PDVVD VWDFNDUV PlQQLVNRU VRP VNXOOH MREED QlWWHU RFK KHOJHU 0HQ GHW KDU YLVDW VLJ DWW GHW ILQQV YlOGLJW PnQJD PlQQLVNRU VRP YLOO MREED Sn NYlOODU RFK Gonzales[ VWXGHQWHU RFK GH VRP YLOO KD GHW Vn Sn JUXQG DY EDUQRPVRUJ RVY  
 -DJ 
  WURU DWW GHW lU Jensen  
 -DJ 
  KDU MREEDW PHG GHW Brown OlQJH  
 -DJ 
  Nash LQWH HWW VWRUW PLVVQ|MH Thornton Sn JUXQG DY VLQD DUEHWVYLOONRU 0HQ GHW NDQ YDUD EUD DWW KD HQ DUEHWVODJVWLIWQLQJ VRP lU Scott GHWWD 
 0LWW WUHGMH UnG lU 6H WLOO DWW Anderson Williams VNDSDU RJ\QQVDPPD I|UKnOODQGHQ I|U DOO HQWHUV YLONHW P|MOLJWYLV lU Sn JnQJ PHG WlQNEDUW I|UEXG Turner WLOO NRQVXPHQWHUQD JHQRP HQ I|UlQGULQJ DY PDUNQDGVI|ULQJVODJHQ 0DQ ULVNHUDU MXVW QX XSS HPRW MREE RP PDQ I|UEMXGHU WHOHIRQVDPWDO WLOO NRQVXPHQWHQ 6n SDVV P\FNHW ULQJV GHW  
 -DJ 
  Hutchinson DWW Sweeney LYHUQ DWW VN\GGD NRQVXPHQWHQ VND YDUD YlOGLJW I|UVLNWLJ Vn DWW Anderson Greer MREE VRP RIWDVW lU NYLQQRUV RFK KHPVNW RIWD lU Sn ODQGVE\JGHQ 'HW lU P\FNHW VYnUW DWW HUVlWWD GH KlU MREEHQ 
  
 )UnJD  
  
 -DJ 
  PnVWH In UHSOLNHUD Sn GHW VLVWD  
 -DJ 
  WURU DWW GHW ILQQV HQ Yl[DQGH LUULWDWLRQ KRV PnQJD PlQQLVNRU DY DOOW ULQJDQGH 'H VND VlOMD GHW HQD RFK GHW Blair GHW HQD RFK GHW DQGUD 'HW VNDSDU HQ DYHUVLRQ 'HWWD SUREOHPHW KDU PDQ VNDSDW VMlOY 
  
 6YDU  
 'HW ILQQV DQGUD VlWW DWW O|VD GHW lQ DWW EDUD I|UEMXGD VDPWDOHQ $Woodard VNDSDU HQ Vn SDVV QHJDWLY ELOG XWRPODQGV DWW YL LQWH Daniels MREEHQ KLW 'H JnU WLOO ,QGLHQ L VWlOOHW 
  
 )UnJD  
 +XU VND YL O|VD GHW" 
  
 6YDU  
 )RON VRP LQWH Lane VND NXQQD UHJLVWUHUD VLJ Sn HWW FHQWUDOUHJLVWHU 'H VRP ULQJHU VND XWQ\WWMD GHW UHJLVWUHW 'HW DUEHWHW lU QlVWDQ IlUGLJW 'HW lU I|UPRGOLJHQ LJnQJ GHQ Austin 
  
 )UnJD  
 9DUI|U ILQQV Cummings VWDWLVWLN" 'HW KlU ERUGH MX YDUD LQWUHVVDQW I|U YlOGLJW PnQJD bU GHW HWW GHILQLWLRQVSUREOHP IRUVNQLQJVSUREOHP HOOHU UHVXUVSUREOHP" 
  
 6YDU  
 'HW lU Scott VNlO )|U Jordan lU GHW Cruz 9DG lU HWW DOO HQWHU" 9DG lU DOO HQWHU EUDQVFKHQ" 6$6 VND EHUlWWD RP VLWW DOO HQWHU L GDJ bU GH L DOO HQWHU EUDQVFKHQ" 1HM GH lU L IO\JEUDQVFKHQ )RONVDP KDU HWW DOO HQWHU L .UDPIRUV bU GH L DOO HQWHU EUDQVFKHQ" 1HM GH lU L I|UVlNULQJVEUDQVFKHQ 6YHQVND 'DJEODGHW KDU HWW DOO HQWHU L gVWHUVXQG bU GH L DOO HQWHU EUDQVFKHQ" 1HM GH lU L WLGQLQJVEUDQVFKHQ 'HW ILQQV Smith DOO HQWHU EUDQVFK 'HW ILQQV Fuller I|UHWDJ RXWVRXUFH GHW lU HQ W\GOLJ EUDQVFK 'HW UHSUHVHQWHUDU SURFHQW DY PDUNQDGHQ +XU VND YL GHILQLHUD GH DQGUD 
 SURFHQWHQ RP GHW QX lU SURFHQW HIWHUVRP YL LQWH Ford GHW" 
  
 )UnJD  
 9DG VND YL Gn XQGHUV|ND" 
  
 6YDU  
 +XU PnQJD PlQQLVNRU VRP DUEHWDU PHG WHOHIRQEDVHUDGH DUEHWVXSSJLIWHU L HQ DOO HQWHUPLOM| YDG GH J|U RFK KXU GH WULYV PHG VLWW DUEHWH 
 (WDEOHULQJ L 6YHULJH UHJLRQDOW 
 Gonzalez, Svenska Etablerings AB 
 6DPPDQIDWWQLQJ 
 3DWULN :LQNYLVW EHUlWWDU DWW XWE\JJQDGHQ DY DOO HQWHUV L JOHVE\JJGVUHJLRQHU VWDUWDGH PHG GHW V N RIIHUWVW|GHW I|U WLR nU VHGDQ ,QGXVWULGHSDUWHPHQWHW I|UKDQGODGH PHG VWRUI|UHWDJ RP YLONHQ HUVlWWQLQJ GH NUlYGH I|U DWW Williams Sn XWSHNDGH SODWVHU (IWHU HQ WU|J VWDUW ILFN RIIHUWVW|GHW HQ VWRU EHW\GHOVH 3n WLR nU KDU FD Q\D DUEHWVSODWVHU VNDSDWV L V\VVHOVlWWQLQJV HOOHU VW|GUHJLRQHU SURFHQW DY GHP KDU YDULW DY DOO HQWHU NDUDNWlU 'H SnVWnHQGHQ VRP J|UV RP RVHUL|VD VW|GELGUDJVUDJJDUH VWlPPHU LQWH PHG YHUNOLJHKWHQ 0HG HQVWDND XQGDQWDJ KDU GH DOO HQWHU I|UHWDJ VRP HWDEOHUDW VLJ L JOHVE\JGHQ YDULW VHUL|VD I|UHWDJ PHG OnQJVLNWLJD DYVLNWHU DOO HQWHU YHUNVDPKHW lU LQWH Reynolds QnJRW VRP E\JJHU Scott VRP LQWH JnU DWW IO\WWD Sn 'HW WDU IOHUD nU Davis RFK SUDNWLN I|U DWW EOL HQ JRG DOO HQWHU RSHUDW|U (UIDUHQKHWHUQD YLVDU DWW Zhang DOO HQWHUV L PnQJD IDOO PHGI|UW KXQGUDWDOV DUEHWVWLOOIlOOHQ RFK DWW GH NDQ KD DYJ|UDQGH EHW\GHOVH I|U DWW Rivera RUWHU VRP +DSDUDQGD 3DMDOD 6YHJ RFK 9LOKHOPLQD 
  
 -DJ 
  UHSUHVHQWHUDU 6YHQVNW (WDEOHULQJVFHQWHU 9nU XSSJLIW lU Wheeler $OOD UHJLRQHU VWDWHQ P\QGLJKHWHU RFK NRPPXQHU KHOD 6YHULJH VDWVDU Sn DWW In Q\D MREE 0DQ E\JJHU XSS Q\D LQIUDVWUXNWXUHU PDQ K|MHU NRPSHWHQVHU PDQ VWDUWDU K|JVNRORU Whitehead 'HW lU EUD PHQ GHW lU RHUK|UW In VRP Black GHW KlU UHJLRQHUQDV I|UXWVlWWQLQJDU NRPPXQHUQDV I|UXWVlWWQLQJDU RFK I|UHWDJHQV |QVNHPnO 'HW lU YL QlVWDQ Mcfarland .RQNUHW Jones OlQND I|UHWDJ WLOO NRPPXQHU 
 'HW lU HWW MREE VRP MDJ E|UMDGH PHG RFK 7KDJH * 3HWHUVVRQ YDU LQGXVWULPLQLVWHU 'HW YDU KDQ VRP GURJ LJnQJ YHUNVDPKHWHQ 'HQ VLWXDWLRQ VRP UnGGH L 6WRFNKROP Gn SnPLQQHU OLWH RP GHW VRP VNHU QX 'HW YDU E|UMDQ Sn HQ NUDIWLJ |YHUKHWWQLQJ +DQ VD DWW YL PnVWH Allison DWW I|UHWDJ VlUVNLOW WMlQVWHI|UHWDJ VRP ILQQV L 6WRFNKROP HWDEOHUDU YHUNVDPKHWHU XWDQI|U VWRFNKROPVUHJLRQHQ RFK Hunt VW|GRPUnGHQ +Adams OLWHQ JUXSS PHG PLJ PLQ GnYDUDQGH NROOHJD %RVVH /LGEORP RFK /DUV 5HNNH Sn LQGXVWULGHSDUWHPHQWHW VRP VNXOOH J|UD DUEHWHW 
 Carlson HWW UHGVNDS VRP YDU KHOW XQLNW 5HGVNDSHW YDU RHUK|UW HQNHOW 0DQ KDGH Henderson RP HQ Q\ UHJLRQDOSROLWLN RFK HWW Q\WW UHGVNDS µRIIHUWVW|Gµ 9nUW SURJUDP YDU DWW Jn XW WLOO Jensen DOOD VW|UUH WMlQVWHI|UHWDJ RFK IUnJD YDG GH YLOOH KD I|U DWW HWDEOHUD VLJ QnJRQVWDQV L QnJRQ UHJLRQ 0DQ YLOOH N|SD Q\D DUEHWVSODWVHU L SULRULWHUDGH UHJLRQHU 'HW YDU YlOGLJW K|JD EHORSS VRP PDQ Gn Carter 'HW YDU IOHUD KXQGUD WXVHQ SHU DUEHWVWLOOIlOOH 
 Stewart Sn PHG DUEHWHW L IOHUD nU Brown GHW HQ HQRUP WU|JKHW  
 -DJ 
  Bailey DWW YL ILFN GHQ I|UVWD EHW\GHOVHIXOOD HWDEOHULQJHQ I|UUlQ HIWHU HWW SDU nUV DUEHWH RFK Roth 1X NRPPHU MDJ LQWH LKnJ H[DNW PHQ HWW DY GH I|UVWD YDU 1RUGEDQNHQV HWDEOHULQJ L 3LWHn 'HW YDU HWW DY GH I|UVWD VWRUI|UHWDJ VRP XWORNDOLVHUDGH PHG KMlOS DY GHWWD VW|G 'HW NRP QnJUD WLOO RFK Roberts nU ORVVQDGH GHW 
  
 -DJ 
  KDU MREEDW PHG GH KlU IUnJRUQD VHGDQ GHVV  
 -DJ 
  Stevens WLOO UHVXOWDWHW QX Levine nU VHQDUH 'HW U|U VLJ RP PLQVW Q\D DUEHWVSODWVHU L V\VVHOVlWWQLQJV HOOHU VW|GUHJLRQHU VRP KDU WLOONRPPLW PHG KMlOS DY EO D VW|G 'H IOHVWD DY GH KlU DUEHWVWLOOIlOOHQD SURFHQW lU DY DOO HQWHU NDUDNWlU HOOHU VRP YL NDOODGH GHP QlU YL E|UMDGH GHW KlU DUEHWHW µGLVWDQVREHURHQGH YHUNVDPKHWµ 
  
 -DJ 
  VRP KDU MREEDW PHG GHW KlU L PHU lQ WLR nU RFK Phillips GHW lU HQ UlWW IDQWDVWLVN XWYHFNOLQJ VRP KDU VNHWW L PnQJD UHJLRQHU 6lUVNLOW RP PDQ WLWWDU Sn YDG VRP KlQW L YLVVD NRPPXQHU JHQRP DWW WMlQVWHI|UHWDJ KDU HWDEOHUDW VLJ GlU 'H KDU KDIW HQ P\FNHW VWRU SnYHUNDQ Sn KHOD NRPPXQHQ 
  
 -DJ 
  WlQNWH E|UMD OLWH L GHQ DQGUD lQGHQ 'HW lU PHG DQOHGQLQJ DY DWW 3KLOLS RKHQ L PRUVH VnJ HQ DUWLNHO  
 -DJ 
  OlVWH Nelson L 6YHQVND 'DJEODGHW +lU Hendricks PHG 7RPP\ 0DVHV GlU KDQ KlYGDU DWW KlOIWHQ DY JOHVE\JGVHWDEOHULQJDUQD lU Mills  
 -DJ 
  KDU I|UVWRUDW Mcknight VW\FNHW 
 ¥*HQRP DWW HWDEOHUD VLJ L JOHVE\JGVNRPPXQHU NDQ Vn NDOODGH DOO HQWHU HUEMXGD DQVWlOOQLQJVYLOONRU VRP LQWH VNXOOH DFFHSWHUDV Sn DQGUD KnOO L ODQGHW )|UHWDJHQ XWQ\WWMDU EULVWHQ Sn OHGLJD MREE L UHJLRQHQ (WDEOHULQJHQ lU Moon Gray ELGUDJ ¥ 
 SvD 16 sepetember 1999 
  
 -DJ 
  Smith VlJV KlU lU HWW DY GH VW|UVWD KLQGUHQ I|U HQ IUDPJnQJVULN HWDEOHULQJ L JOHVE\JG  
 -DJ 
  PHQDU DWW GHW KlU lU KHOW IHO 'HW lU Vn IHO Vn DWW MDJ EOHY XSSU|UG 
 1X WDODU YL W H[ RP 7HOH V HWDEOHULQJ L .DOL[ +HUW] HWDEOHULQJ L $UYLGVMDXU )RONVDPV 
 HWDEOHULQJ L .UDPIRUV  
 -DJ 
  PnVWH Gn In NRPPHQWHUD GHW KlU OLWH JUDQQ  
 -DJ 
  Phillips GHW lU 
 RHUK|UW YLNWLJW 'HQ I|UVWD SXQNWHQ lU IO\WWD UXQW HIWHU ELGUDJ 'HQ NDQ RFNVn KD DWW J|UD PHG 
 OlWWIO\NWLJKHW 'HW lU Fisher LKRS (IWHUVRP MDJ NlQQHU DWW MDJ KDU YDULW PHG RFK 
 VHWW I|UHWDJ VRP SUDNWLVNW KDU YDULW LJnQJ L |YHU WLR nU L GH KlU EUDQVFKHUQD Vn YHW MDJ DWW Thompson 
 Cervantes lU OlWWIO\NWLJD RFK DWW Cruz MDJDU ELGUDJ |YHU 6YHULJH 'HW lU \WWHUVW In XQGDQWDJ 
 VRP NDQ EHWHFNQDV VRP RVHUL|VD 
  
 -DJ 
  NDQ GUD QnJUD H[HPSHO HOOHU MlPI|UHOVHU 0DQ WDODU MX RP DWW GHW lU Vn OlWW DWW IO\WWD GH KlU WMlQVWHI|UHWDJHQ GHW lU EDUD DWW NRSSOD XU WHOHIRQHQ 
 'HW lU LQWH GHW 'HW WDU HWW HOOHU WYn nU LQQDQ PDQ KDU GXNWLJD NRPSHWHQWD PlQQLVNRU L HWW I|UHWDJ 2P PDQ IO\WWDU HIWHU HWW HOOHU WYn nU IO\WWDU LQWH GH DQVWlOOGD PHG 2P PDQ KDU HQ PDVNLQ WDU GHW QnJUD GDJDU DWW Roberts GHQ 'HW WDU LEODQG EDUD HQ YHFND DWW Roberts HQ KHO IDEULN 'HW lU P\FNHW OlWWDUH lQ DWW IO\WWD NRPSHWHQWD VDPVSHOWD PlQQLVNRU 'HW KlU lU Sn OnQJ VLNW HQ P\FNHW VWDELODUH YHUNVDPKHW lQ GHQ NODVVLVND LQGXVWULYHUNVDPKHWHQ 
 9L KDU H[HPSHO Sn I|UHWDJ VRP KDU IO\WWDW  
 -DJ 
  Davis NDQ QDPQJH HWW )|U GHW lU HWW I|UHWDJ VRP KDU Bullock RFK UHJLRQDO XWYHFNOLQJ PHQ VRP lQGn KDU IO\WWDW 'HW YDU 6\NHV 1lU 6\NHV Richardson 'DWDVYDU HQ HQKHW L /MXVGDO RFK HQ Hines 6YHJ 0DQ DQVnJ DWW PDQ EDUD YLOOH KD HQ HQKHW L GHQ UHJLRQHQ 0DQ ODGH QHU /MXVGDOVHQKHWHQ RFK HUEM|G GH DQVWlOOGD MREE L 6YHJ 9DG KlQGH L /MXVGDO" 'HW YDU XQJHIlU DQVWlOOGD L /MXVGDO L 'DWDVYDUV DQOlJJQLQJ , Lewis GH VDWW KDU PDQ QX E\JJW WLOO RFK Johnson 1lVWDQ DOOD IUnQ 'DWDVYDU MREEDU L Q\D I|UHWDJ VRP IO\WWDGH GLW I|U DWW GlU IDQQV NRPSHWHQWD PlQQLVNRU 
 'HW YLVDU DWW RP PDQ E\JJHU XSS HQ NRPSHWHQV L HQ VnGDQ Johnson lU GHW Braun GUDU Q\WWD DY GHW RFK IO\WWDU GLW 'HW W\FNHU MDJ lU YLNWLJW DWW I|UVWn  
 -DJ 
  Rivera lU OlWWIO\NWLJD )|UHWDJHQ IO\WWDU LQWH UXQW HIWHU ELGUDJ 
 'HW KDU RFNVn VDJWV DWW DOO HQWHUV EDUD KDU RNYDOLILFHUDGH SHUVRQDO  
 -DJ 
  Jones DWW GHW lU WYlUWRP 'HW NUlYV HQ JUXQGXWELOGQLQJ Sn Stone DUEHWVPDUNQDGVXWELOGQLQJ Sn NDQVNH VH[ PnQDGHU RFK Bush Sn \WWHUOLJDUH VH[ PnQDGHU RFK Gn lU PDQ IRUWIDUDQGH LQWH GXNWLJ (IWHU \WWHUOLJDUH HWW nU lU PDQ GXNWLJ $OOWVn HIWHU nU lU PDQ HQ NRPSHWHQW DOO HQWHU RSHUDW|U $WW Gn NRPPD RFK VlJD DWW GHW lU Mitchell MDJ lU XSSU|UDQGH 'HW lU HWW VODJ PRW JOHVE\JGHQ 
 'RPLQHUDU DOO HQWHU Ward"  
 -D 
  GHW NDQ PDQ MX VlJD Clark 0HQ DOOD %Lowery lU RIWD XSSE\JJGD NULQJ HWW I|UHWDJ HWW EUXN 6HU PDQ Sn GHW KLVWRULVNW lU QRJ GHW KlU SUREOHPHW P\FNHW PLQGUH L WMlQVWHI|UHWDJ RFK L DOO HQWHUV $WW I|UHWDJ VRP XWQ\WWMDU XQGHUEHWDOG XQJGRP VNXOOH YDUD QnJRW VlUVNLOW I|U GHQ KlU EUDQVFKHQ EHK|YHU PDQ LQWH Bennett MDJ 'HW ILQQV Dickson VWRUW Lopez DOOD EUDQVFKHU 
 1X KDU MDJ SUDWDW DY PLJ RP GHWWD 'HW W\FNWH MDJ YDU YLNWLJW )|U QlU MDJ lU XWH RFK WUlIIDU I|UHWDJ YLOO Nichols VLJ L JOHVE\JG ,QWH EDUD I|U DWW PDQ InU NYDOLILFHUDW IRON 0nQJD I|UHWDJ YLOO VNDSD HQ SRVLWLY LPDJH DY DWW HWDEOHUD VLJ L 3DMDOD HOOHU L .LUXQD 0DQ NlQQHU IDNWLVNW DWW PDQ IUnQ I|UHWDJHWV VLGD RFNVn J|U HQ VDPKlOOVLQVDWV 2P GHQ VXGGDV XW EOLU GHW EDGZLOO 'HW lU HQ DY KXYXGIUnJRUQD I|U DWW HWDEOHUD VLJ XWDQI|U VWRUVWDGVUHJLRQHQ 
 1X VND MDJ SUDWD OLWH RP YDG GHW KlU KDU EHW\WW I|U QnJUD RUWHU .DUWD YLVDV +DSDUDQGD lU |YHUVW +DSDUDQGD KDU WLGLJDUH KDIW HQ NRORVVDO XWIO\WWQLQJ DY XQJGRPDU IUDPI|U DOOW DY XQJD IOLFNRU 'H VHQDVWH nUHQ KDU YL KMlOSWV nW Thomas VWRUD WMlQVWHI|UHWDJ GlU 'LJL'RF RFK 7HOHQRUGLD 'HW lU NDQVNH SHUVRQHU VRP MREEDU L GH Campbell GDJ 'HW KDU UlFNW I|U DWW King WUHQGHQ L +DSDUDQGD 'H XQJGRPDU VRP YLOO KD MREE L +DSDUDQGD KDU InWW MREE RFK MREEDU L GHVVD DOO HQWHUV 'HW KDU WLOO RFK Diaz Sn 6WDGVKRWHOOHW RFK Sn KHOD FHQWUXP 'HW lU GXNWLJD NRPSHWHQWD DPELWL|VD PlQQLVNRU Curtis lU HNRQRPLVND ELGUDJ IUnQ VWDWHQ 
 9L KDU QlVWD ULQJ YLG 3LWHn 9LG Mcdonald Sn WDOHW ODGH PDQ QHU HWW VWRUW PHQWDOVMXNKXV L 3LWHn VRP KHWWH )XUXQlVHW $QGHUV 6XQGVWU|P GURJ LJnQJ HWW SURMHNW VRP JLFN XW Sn DWW PDQ VNXOOH I|UV|ND In WMlQVWHI|UHWDJ DWW HWDEOHUD VLJ Sn )XUXQlVHW , Joseph QlUD SHUVRQHU L WMlQVWHI|UHWDJ Sn )XUXQlVHW 7UH I|UHWDJ XWJ|U GHQ V N Q\D NlUQDQ 'HW lU 1RUGEDQNHQ 0HULWDV )|UHQLQJVVSDUEDQNHQ RFK  
 -DJ 
  Phillips GHW lU ULNWLJW DWW EnGH )|UHQLQJVVSDUEDQNHQ RFK 1RUGEDQNHQ H[SDQGHUDU GlU I|U DWW GHW lU GHUDV HIIHNWLYDVWH RFK ElVWD DOO HQWHUV 'H lU Bates H[HPSHO Sn EUD DOO HQWHUV 
  
 -DJ 
  KDU I|UV|NW DWW SULFND LQ 9LOKHOPPLQD 'lU ILQQV WYn VWRUD I|UHWDJ 6- RFK )Bell 'lU lU GHW NDQVNH SHUVRQHU VRP MREEDU 9DG GHW Morgan HQ VnGDQ OLWHQ Baker DWW DOOD I|UVWnU 
 6YHJ lU QlVWD ULQJ 'lU ILQQV 6\NHV RFK 6$6  
 -DJ 
  WURU DWW GH KDU DQVWlOOGD L DOO HQWHUV 9DG KDGH 6YHJ PHG LQYnQDUH YDULW L GDJ RP YL LQWH Harrison KDIW GHP , /MXVGDO ILQQV '+/ RFK GHW KlU DQGUD H[HPSOHW VRP MDJ EHUlWWDGH RP 9L KDU I|UV|NW DWW SULFND LQ .DUOVNRJD 7UDQVFRP 
 SHUVRQHU %RIRUV KDU PLQVNDW PHG IOHUD WXVHQ 9DG KDGH .DUOVNRJD YDULW XWDQ 7UDQVFRP" 'DOV (G JLFN WLOOEDND IUnQ ERVWDGVDNXWHQ RFK VDGH DWW YL I\OOHU KXVHQ PHG PlQQLVNRU L VWlOOHW I|U ULYHU GHP QlU 6\NHV EHVWlPGH VLJ DWW HWDEOHUD VLJ GlU 5RQQHE\ PHG 6LIR 6RIWFRP RFK KHOD 6RIWFHQWHU VRP lU HQ VDWVQLQJ Sn DOO HQWHU OLNQDQGH I|UHWDJ 'HW KlU KDU HQ VWRU RFK YlOGLJW YLNWLJ UHJLRQDO EHW\GHOVH I|U QlVWDQ KHOD ODQGHW 
 )UnJRU WLOO 3DWULN :LQNYLVW 
  
 )UnJD  
 187(. $PV RFK OlQVVW\UHOVHUQD KDU MX YDULW YlOGLJW DNWLYD EO D JHQRP DWW JH VW|G L ROLND IRUPHU WLOO GH KlU HWDEOHULQJDUQD bU GHW QRJ PHG VW|G QX HOOHU VND GHW KlU IRUWVlWWD" )LQQV GHW ULVN I|U DWW Ellis Sn QnJRW VlWW" )LQQV GHW ULVN I|U |YHUHWDEOHULQJDU VRP NRPPHU DWW Little Green Sn Gomez lU L EHKRY DY I|UHWDJ" 
  
 6YDU  
 5LVN I|U |YHUHWDEOHULQJ WURU MDJ LQWH GHW ILQQV 'HW ILQQV DOOWLG ULVN I|U QHGOlJJQLQJ 0DUNQDGHQ I|UlQGUDV 'HW lU HQ G\QDPLN L GHQ KlU PDUNQDGHQ )HP nU lU Walker OnQJ WLG I|U HQ VnGDQ KlU Q\ DUEHWVSODWV 
 6W|GHW I|U DWW Brown WLOO V\VVHOVlWWQLQJVVYDJD UHJLRQHU lU YLNWLJW 'lU KDU MDJ HWW |QVNHPnO WLOO UHJHULQJHQ  
 -DJ 
  Price YLOO DWW In GHQ ULNWLJD JOHVE\JGHQ DWW Lee MDJ RP 3DMDOD $UYLGVMDXU $UMHSORJ GH ULNWLJW XWVDWWD RUWHUQD PnVWH PDQ VNDSD HWW VSHFLHOOW VW|G I|U GHP 0DQ PnVWH YlOMD XW 1RUUODQGV ULNWLJD LQODQG RFK VNDSD RFK NDQVNH nWHULQI|UD RIIHUWVW|GHW WLOO GHP 'HW lU Schroeder GHW EHU|U 
  
 )UnJD  
 6QHGYULGHU YL LQWH PDUNQDGHQ KlU QX 2P GHW EDUD lU WLR SURFHQW VRP InU GH KlU VW|GHQ KXU JnU GHW I|U GH DQGUD SURFHQWHQ" 
  
 6YDU  
  
 -DJ 
  lU LQWH Pollard lU LQWH Vn VWRUD Morgan GHW lU IUnJDQ RP 
  
 )UnJD  
 (Q NRUW UHIOHNWLRQ  
 -DJ 
  YDU LQEODQGDG L QnJUD VnGDQD KlU HWDEOHULQJDU L $UYLGVMDXU  
 -DJ 
  YHW HWW I|UHWDJ VRP PHQDGH DWW µKDGH YL YHWDW GHW VRP YL YHW L GDJ KDGH YL JMRUW GHW KlU GLUHNW XWDQ QnJRQ IRUP DY VW|G 6W|GHW EOHY GHQ XWO|VDQGH IDNWRUQ VRP JMRUGH DWW YL WRJ VWHJHWµ .DQ GHW YDUD HQ HUIDUHQKHW VRP RFNVn DQGUD KDU" 
  
 6YDU  
 6W|GHW lU YLNWLJW I|U KDU PDQ LQWH VW|G NDQ PDQ IDNWLVNW YlOMD RUWHU VRP OLJJHU P\FNHW PHU EHNYlPW WLOO 0DQ NDQ W H[ YlOMD +DOOVWDYLN 1RUUWlOMH HOOHU DQGUD RUWHU VRP KDU VDPPD I|UXWVlWWQLQJDU RP PDQ lU HWW VWRFNKROPVEDVHUDW I|UHWDJ 6n VW|GHW VSHODU YLVVW UROO  
 -DJ 
  Hutchinson DWW PDQ VND I|UVWlUND GHW