Still seeing
the trees
Of course, problems viewed in isolation can be highly
misleading. Cut out as much of the white noise as possible that typically
surrounds a business problem, and you can be left with something that can look
deceptively black and white. Good consultants therefore marry their
identification of a problem with an understanding of all the constraints that
make the problem difficult for that client to resolve independently. For the UK
Government Communications Headquarters (GCHQ), the challenge was not so much
reconfiguring existing systems and processes, but doing this without
interrupting the highly sensitive work involved. At Sun Microsystems,
Kepner-Tregoe realized that training would not be enough to change the behaviour
of Sun Microsystems' engineers; the consultants had to insert clear points in
the problem-handling process which would trigger additional tasks.
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