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Consulting, training, and coaching to help you solve messy problems that disrupt your operations or cause customers to take their business elsewhere.

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 click for High Res Front Cover Image When Stuff Happens: A Practical Guide to Solving Problems Permanently

This book will show you how to quickly:

  • Focus your efforts on the real problem
  • Identify the root causes that are key to permanent solution
  • Develop and execute effective action plans
  • Prove you've solved it with objective success criteria
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You may find the following articles useful. The original version was published as indicated, but click on the title to read it right here. I’d love your comments: if you use any of the ideas presented, how did you use them and what results did you get? Do you have suggestions for improving the tools and techniques? Do you have ideas for future articles?

Jeanne ( )

Leveraging a Crisis. The Professional Journal, December, 1998.
Managing Yourself and Your Vendors to Avoid a Crisis. The Professional Journal, April 1997.  Also in High-Technology Services, April 1997.
Partnership by Design. Business and Economic Review, October-December 1997.
Problem Solving Success Tips [pdf] Published in The Quality Management Forum, ASQ Quality Management Division, Fall 2001. The Professional Journal, AFSMI, September 2001. HDI News, Help Desk Institute, August/September 2001. PM Globe, Project Management Institute, August 2001.  Supportgate, Software Support Professionals Assoc.,  September 2001.
Solving the Right Problem: Using Metrics Effectively. High-Technology Services Management, February 1994. Also in The Professional Journal, February 1994.
"Stuff" doesn’t just happen: using the truth to prevent unwanted incidents and speed recovery. The Professional Journal, September 1994.


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Jeanne Sawyer, Ph.D.