- The consultant often gets hired after problems become severe enough that the cost of hiring is justified.
- Beyond solving problems, common responses include pushing problems around, preserving problems, and promoting new problems.
- Pushing problems around involves local optimization where solving one problem worsens another; blame should be on incentives, not individuals.
- Preserving problems occurs when institutions rely on problems for existence, so solving them threatens their purpose.
- Promoting new problems means that solving one problem can create another, requiring awareness of unintended consequences.
- Consultants must accept that problem-solving is ongoing and give up the illusion of finishing; balancing solving and ignoring problems is key.