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Consultant, coach, teacher and writer, Jeanne Sawyer
specializes in solving messy, expensive, chronic problems—the
kind that cause customers to make angry phone calls to executives or
even to take their business elsewhere. Her pragmatic approach demonstrates measurable
results. |
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As a consultant
and coach, Jeanne has saved her clients
millions of dollars and kept them off the front pages by
- leading them through problem
solving projects on particularly complicated problems,
- helping them incorporate
systematic methods into their business processes, and
- helping
them build partnerships that get past the marketing jargon and
really work.
She has published a number of articles using some of those examples to explain specific aspects
of problem solving.
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However, everyone needs to have effective
problem solving skills, so she developed a series of workshops and
seminars to teach her methods to others. Her book, When
Stuff Happens: A Practical Guide to Solving Problems Permanently,
provides guidance for those who can't attend a workshop. Jeanne
is also a part-time lecturer in the MIS department of the San Jose State
University College of Business. |
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Jeanne developed her techniques by combining what she learned from the formal
disciplines of computer science and quality with the trial-and-error experience of solving
real problems. She holds a Ph.D. and M.S. in computer science and an M.S. in Library
Science from the University of North Carolina at Chapel Hill. Her bachelor's degree in
Chemistry is from Duke University. |
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Jeanne has assisted a variety of
companies and associations,
large and small, including the following: |
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3Com
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Allied Telesyn International
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AFSM
International
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American
Society for Quality (ASQ)
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Association
of College and University Telecommunication Administrators (ACUTA)
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Association
for the Advancement of Medical Instrumentation (AAMI)
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Auspex Systems
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Cabletron
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Computer Curriculum Corporation
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Hine Design
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International
Tandem Users Group (ITUG)
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The Meyer Group
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Mid-Peninsula Housing Coalition |
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NTA Industries
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Nynex
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Pacific Bell
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Share
(IBM users group)
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Small
Business Technology Institute |
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Sustainable San Mateo County |
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Tandem Computers
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Triangle
Research Libraries Network (Duke University, North Carolina State
University and the University of North Carolina at Chapel Hill)
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UB Networks
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University of California Extension, Santa Cruz
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ViewStar
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Examples of accomplishments for these organizations include:
Problem-Solving and Root Cause Analysis
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Saved a major account ($10M/year) for a
computer company by determining that lack of operations procedures, not
equipment failures, were causing system outages. Transformed the relationship
from adversarial to effective working partnership.
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Saved a strategic account for a
telecommunications company by demonstrating that Automated Teller Machines
were failing because the initial installations were incorrectly wired. The
process involved ten separate companies.
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Identified key causes of system outages
included software robustness, a faulty operations process, and an inadequate
problem management process for a document-imaging software company and a key
customer.
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"Crisis avoidance project" identified
inadequate change management procedures and inadequate installation procedures
as the root causes for ongoing system instability for a telephone company,
software company and computer manufacturer. Success meant the software company
and computer manufacturer gained an excellent reference account for a new
product while the telephone company avoided being national front-page news,
removed a significant barrier to getting a rate hike approved, and the
executives involved in choosing the new system got to keep their jobs.
Business Process Analysis
and Design
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Analyzed how customers interacted with a
software company as part of an effort to make it easier for customers to do
business with them.
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Identified short and long-term improvement
opportunities in the Order—>Build—>Ship—>Install process for a
telecommunications company.
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Identified short and long-term improvement
opportunities in the Accounts Payable Process for a non-profit organization
managing >80 affordable housing properties in the Bay area.
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Mapped “as is” and designed “should be” key
business processes in preparation for implementing a new customer relationship
management system for a software company. Advised the company on
implementation and configuration issues to assure the new system and processes
matched.
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Developed an effective lead management process
for a telecommunications company.
Building and Managing
Strategic Partnerships
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Led a computer company to transform its
relationships with key customers from adversarial to effective working
partnerships. Standardized the approach as corporate best practice. Bottom
line effect: $37M cost savings and increased revenue in the first 1.5 years.
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Standardized an account management process for
a telecommunications company to build effective strategic partnerships with
key accounts.
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Guided a telecommunications company to build a
working partnership with a telemarketing company and an event management
company. The purpose of the partnership was to identify qualified leads for
the telecommunications company by sponsoring special seminars.
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