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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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What others are saying about When Stuff Happens
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"Every business has big, messy problems. Jeanne's book helps you actually solve them. I really don't want our competitors to read this book."

Mark Hargrove
Computer Curriculum Corporation 

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"When Stuff Happens gets right to the essentials and shows you how to solve big problems quickly. Especially with customer-impacting problems, it's critical to get it right the first time. If you don't have time to waste on trial-and-error attempts at solutions, you need this book."

Sam Boyd
VP, Service Planning and Quality Assurance
Cabletron Systems

"We used the processes in this book to solve a severe environmental waste problem: we were able to meet environmental regulations and at the same time reduce our processing cycle time. We saved money in both process cost reductions and by avoiding fines and penalties."

Malcolm Northrup
NTA Industries

"This practical guide to solving problems is just what businesses and individuals need to quickly and efficiently solve key problems without the long, drawn-out task forces so popular in many companies. Without fast, effective ways to eliminate these issues, no business can grow or develop strong margins. We need more of the practical, no-nonsense advice presented in When Stuff Happens."

Steve Schloss
VP, Quality
Oracle Corporation

"Jeanne’s keen ability to determine process methodology, and sort through political administrivia makes her incredibly effective in assisting a company through change. SPP is a proven and effective approach to problem solving and process improvement. I have had the pleasure of working with her now with two different companies, and have seen her work succeed firsthand."

Michael Somers
Director, Customer Support
Aspect Communications

"When Stuff Happens is a key source of information for actually getting problems solved. Jeanne has taken her academic knowledge and combined it with her direct customer experience to achieve a methodology that really works. Written in a format that can be used, this book will benefit all that are interested in enhancing their business needs and in gaining competitive advantages."

Bonnie S. Kohl
Senior Manager
A large network company

"When Stuff Happens is a book people can use in real life. Our customers expect problems to be solved quickly and correctly–the first time. The process and tools presented here are invaluable for gaining customers' trust and participation in solving problems. If you need clear, practical help to solve complicated problems more effectively, this book should be part of your problem solving tool kit."

Jim Eller
Technical Program Manager
A large computer company

"The presentation of material is concise, to the point, and easy to understand. The book not only stresses the important things about solving problems, but explains why these things are important. One of the biggest challenges I encounter is people projecting the solution (e.g., need a new system...) as the problem. When Stuff Happens gives simple, well articulated instructions on how to proceed, avoiding both these traps."

John P. Livingston
V.P. Manufacturing Operations and CIO
Auspex Systems

Order it! "... teaches brook-no-nonsense problem solving skills for any sticky business situation...   this book is a potential lifesaver for anyone bogged down in a morass that interferes with his or her productive output. "

Midwest Book Review


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Jeanne Sawyer, Ph.D.