on July 18, 2001
A colleague of mine read this book as part of his MPA graduate program and found the methodology simple yet powerful. The book provides a graphical way of organizing employee complaints and laments into a logical structure that shows how most "problems" are actually symptoms of a few root issues that need to be addressed to effect lasting change.
I went to this book once it became clear that one of my "IT consulting" projects actually needed to turn into an "organizational change" project. We mapped out the problems on large butcher paper and used it in a working session with senior managers. They quickly grasped the key issues and focused in on identifying productive solutions -- no time wasted while each manager expounded on his/her view on the real issues, b/c it was all there in black/white/red/yellow etc. Highly recommend it for all change management agents.