The answer lies in the uncomfortable fact that, when it comes to problem solving, we humans tend to be poor analysts. We analyze whatever facts we have, make suppositions about those aspects for which we have no facts, conceive of a solution, and (like the managers of Family Frozen Foods) hope it solves the problem.

The very premise and structure of this book is to teach you to ask more probing questions. It starts with the most important, and sometimes hardest, question: “What's the problem?”