||When Stuff Happens: A Practical Guide to Solving Problems
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
- Prove you've solved it with
objective success criteria
You may find the following articles useful. The
original version was published as indicated, but click on the title to read it right here.
Id 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 ([email protected] )
Journal, December, 1998.
Yourself and Your Vendors to Avoid a Crisis.
Journal, April 1997. Also in High-Technology Services, April 1997.
Economic Review, October-December 1997.
Solving Success Tips [pdf]
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.
Services Management, February 1994. Also in The Professional Journal, February
doesn’t just happen: using the truth to prevent unwanted incidents
and speed recovery.
Journal, September 1994.
The Sawyer Partnership. All rights reserved.
Jeanne Sawyer, Ph.D.