Well it's good (sort of) to see this is an issue a few of us have.

Whilst the guys have come up with some good suggestions there, I notice you
said "contractors".  Maybe it's just me after a long day, but I'd be back
to the agency and get some new contractors.

On 6 June 2012 13:24, Nick Laflamme <nick AT laflamme DOT us> wrote:

> Slightly OT, but I expect this might resonate with some of us.
>
> How do you teach someone to solve problems? How do you teach them to look
> past the first symptom (or the user's problem description) to gather all
> the symptoms and determine if a common cause might cause many of the
> symptoms?
>
> We've got some contractors are are TSM-certified but lack this skill of
> looking past the first symptom. I really need to tune up their problem
> solving skills so they handle more incidents themselves without punting to
> us all the time.
>
> Help?
>
> Nick