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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
CIO
Computer Curriculum Corporation
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Order it!
About the
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Table of Contents
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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
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"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
President
NTA Industries
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"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
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"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
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"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
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"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
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"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
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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. "
Bookwatch
Midwest Book Review
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