It's All About the White Rats

No, this is not about "White Hats" - security hackers who try to break into systems in order to strengthen them, as opposed to "Black Hats" - but really about what we can learn from white rats. In the last few weeks, I have helped solve a number of vexing problems on behalf of customers, both in technology and process. Each time I am asked how I do it, and each time the answer is the same.