In the former case, it's necessary only to look around for a while and find. In the latter, you darned well better have a record of where you searched and what you saw, to prevent going in circles. A process is mandatory. The progress we made in 1997 is that everyone realizes old-style Troubleshooting no longer works. Every trade publication screams of inadequate customer service.
Every individual has a story to tell.
The fact that something has to change is now old news. The challenge is defining what to replace it with. Many are looking for the quick-fix, the easy way out, the magic bullet. Of course, all of this is necessary, but they're tools, not solutions. This way, the worse their product, the more they profit.