Naomi Karten

Naomi Karten is a wonderful author, speaker and consultant for organizations trying to improve their customer service. Among her specialties are creation of effective service level agreements.

www.nkarten.com

Jerry Weinberg and Don Gauss

Jerry Weinberg and Don Gauss wrote a book called “Are your lights on?” in 1982 that was very influential in our thinking and consulting about problem solving. Particularly interesting was their notion of the Definition of a Problem: “A problem is a difference between things as desired and things as perceived.”

www.geraldmweinberg.com