武汉大学生命科学学院：《分子生物学》（英文版）Getting What You Need from a Supplier.pdf_大学文库

Resolving Problems Solving Problems by Yourself Example of Using the Six Problem-Solving Steps: The DNA That Wasnt There Solving Problems with the Help of the Supplier 25 Contacting the Supplier HOW CANYOU WORK MOST EFFICIENTLY WITHYOUR SUPPLIER? Companies hire researchers, license ideas, generate much useful data that aren't always published, and fund scholarships. Famil- iarity with the corporate mindset, structure and resources can help you obtain what you need and avoid problems you dont want All Companies Are the Same? All companies are not the same, and this fact is becoming truer everyday. Today a company selling research reagents may consist of a scientist turned entrepreneur working out of a home office From a home in the midwest, the scientist might incorporate in Delaware. Once set up as a corporation, she may find someone else to make the wonder reagent in California and then arrange for some other company to package, label, and distribute the wonder reagent. No board rooms, no business lunches, and prac ically no one for a customer to complain to when things go wrong At the other end of the spectrum is a corporation doing business in 50 countries with sales in the hundreds of millions of dollars. of course, with a well-known name on the tip of every scientist's tongue and a great reputation, super big company is much easier to find and much easier to reach for help you need. Don't count on it Each company has its own goals, dreams (i.e, visions) and per onality. Within large companies, each division might have a distinct philosophy and operating strategy. Satisfaction with the products and services from an instrument division doesnt guarantee similar performance from a reagent division Big ls better, small Is Better? Whether Big is better or Small is better depends on whether they fulfill your needs. Small will often have the greater desire, since even the smallest amount of business you send to them will ficant to smalls bottom line. but it will often lack the resources, knowledge, or external contacts to fulfill your needs that are out of the mainstream of its operation. This conflict may result in Small promising you something it can't deliver Tyre and Krueger

Resolving Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Solving Problems by Yourself . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Example of Using the Six Problem-Solving Steps: The DNA That Wasn’t There . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Solving Problems with the Help of the Supplier . . . . . . . . . 25 Contacting the Supplier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 HOW CAN YOU WORK MOST EFFICIENTLY WITH YOUR SUPPLIER? Companies hire researchers, license ideas, generate much useful data that aren’t always published, and fund scholarships. Familiarity with the corporate mindset, structure and resources can help you obtain what you need and avoid problems you don’t want. All Companies Are the Same? All companies are not the same, and this fact is becoming truer everyday. Today a company selling research reagents may consist of a scientist turned entrepreneur working out of a home office. From a home in the midwest, the scientist might incorporate in Delaware. Once set up as a corporation, she may find someone else to make the wonder reagent in California and then arrange for some other company to package, label, and distribute the wonder reagent. No board rooms, no business lunches, and practically no one for a customer to complain to when things go wrong. At the other end of the spectrum is a corporation doing business in 50 countries with sales in the hundreds of millions of dollars. Of course, with a well-known name on the tip of every scientist’s tongue and a great reputation, super big company is much easier to find and much easier to reach for help you need. Don’t count on it. Each company has its own goals, dreams (i.e., visions) and personality. Within large companies, each division might have a distinct philosophy and operating strategy. Satisfaction with the products and services from an instrument division doesn’t guarantee similar performance from a reagent division. Big Is Better, Small Is Better? Whether Big is better or Small is better depends on whether they fulfill your needs. Small will often have the greater desire, since even the smallest amount of business you send to them will be significant to Small’s bottom line. But it will often lack the resources, knowledge, or external contacts to fulfill your needs that are out of the mainstream of its operation. This conflict may result in Small promising you something it can’t deliver. 12 Tyre and Krueger

Big on the other hand will tend to have access to more internal nd external resources. A special request may be easily within Bigs knowledge and capacity to deliver. But how much are you willing to buy? If it isn't enough, Big wont have the incentive to do something unique for you. It just wouldnt make economi sense. If Big does its job right, you will quickly know it isn't willing to deliver, and you can go looking for another supplier Is the Product Manufactured by the company That sells It? Some companies only sell products which they conceive, de velop, and manufacture. Other suppliers only distribute products manufactured by other firms. Many, perhaps most companies, do some of both The true manufacturer of a product may not be indi cated on a package. If you are satisfied with the product 's perfor- mance and support, its origin isn't an issue. But it may become an issue when problems arise, since the original manufacturer will generally have the most knowledge about the product. Does a Company Test Every Application for a Product? The research community regularly generates novel applications for commercial products. Combine this with limited application resources by suppliers, and the result is that a company tests only those applications it judges most important to the majority of the research community. If your application isn't mentioned by the manufacturer, odds are that application hasnt been tested or has been attempted an insignificant number of times. It never hurts to contact the company. While the company may not have tested the product in your particular application, your call might persuade the company to do so. It is not uncommon for suppliers to provide product at little or no cost in exchange for application data generated by the customer. Manufacturers also might have a database of researchers who' ve attempted your application. The Methods and Reagents bulletin board located in theBiosciWebsite(http://www.bio.net/hypermail/methodsisa productive location to ask if a product has ever been tested in your particular application. This site can also help you locate and obtain hard-to-find reagents How Well will the Product perform? As alluded to throughout this chapter, it is impossible for a supplier to guarantee the performance of every product with every sample source. But in todays competitive marketplace any reputable supplier will do its best to guarantee that advertising Getting What You Need from a Supplier

Big on the other hand will tend to have access to more internal and external resources. A special request may be easily within Big’s knowledge and capacity to deliver. But how much are you willing to buy? If it isn’t enough, Big won’t have the incentive to do something unique for you. It just wouldn’t make economic sense. If Big does its job right, you will quickly know it isn’t willing to deliver, and you can go looking for another supplier. Is the Product Manufactured by the Company That Sells It? Some companies only sell products which they conceive, develop, and manufacture. Other suppliers only distribute products manufactured by other firms. Many, perhaps most companies, do some of both.The true manufacturer of a product may not be indicated on a package. If you are satisfied with the product’s performance and support, its origin isn’t an issue. But it may become an issue when problems arise, since the original manufacturer will generally have the most knowledge about the product. Does a Company Test Every Application for a Product? The research community regularly generates novel applications for commercial products. Combine this with limited application resources by suppliers, and the result is that a company tests only those applications it judges most important to the majority of the research community. If your application isn’t mentioned by the manufacturer, odds are that application hasn’t been tested or has been attempted an insignificant number of times. It never hurts to contact the company. While the company may not have tested the product in your particular application, your call might persuade the company to do so. It is not uncommon for suppliers to provide product at little or no cost in exchange for application data generated by the customer. Manufacturers also might have a database of researchers who’ve attempted your application. The Methods and Reagents bulletin board located in the Biosci Web site (http://www.bio.net/hypermail/methods/) is a productive location to ask if a product has ever been tested in your particular application.This site can also help you locate and obtain hard-to-find reagents. How Well Will the Product Perform? As alluded to throughout this chapter, it is impossible for a supplier to guarantee the performance of every product with every sample source. But in today’s competitive marketplace any reputable supplier will do its best to guarantee that advertising Getting What You Need from a Supplier 13

claims match actual performance. In addition third-party review- ers help ensure advertising claims aren't overly exaggerated These third party(and hopefully objective) reviews of commer- cial products are provided at the following Web sites TheScientisthttp://www.thescientist.com BIOSCI Meth http://www.bio.net/hypermail/methods Biowire,http://www.biowire.com Bi compare http://www.biocompare.com Are Identical Products Manufactured Identically? When different companies seem to manufacture identical items, there may be differences in the production methods. For example, company A might quantitate the activity of Tag dna polymerase after packaging because company As automated dis pensing equipment might cause foaming of the protein and thus nstability. Alternatively, company b may never test the activity of he Taq polymerase after packaging because it is manually dis- pensed, a procedure that doesnt harm the activity of the enzyme The difficulty for you is that switching manufacturers may change performance more than you expect Will a Company Inform You When They Change the product Manufacturers prefer not to change production strategies, but sometimes no choice exists: raw materials become unavailable broken equipment cant be replaced, or people leave the company and take away the knowledge for synthesizing a product Changes are not always announced to the public. Responsible companies try to judge the impact of a change and determine its effect on the research community, but it is impossible to correctly predict the impact for everyone. If the change is thought to be nificant, products might be labeled New and Improved, instructions might be changed, or packaging might be changed. If you're not if the changes will and get the details of the modifications. The manufacturer might have experimental data that will help you evaluate their impact HOW CAN YOU WORK MOST EFFICIENTLY-AND LEASANTLY-WITHA SALES REPRESENTATIVE? The preceding section discussed the inner workings of equip- nent and reagent manufacturers. The next discussion focuses on Tyre and Ki

claims match actual performance. In addition third-party reviewers help ensure advertising claims aren’t overly exaggerated. These third party (and hopefully objective) reviews of commercial products are provided at the following Web sites: • The Scientist, http://www.thescientist.com • BIOSCI Methods Group, http://www.bio.net/hypermail/methods • Biowire, http://www.biowire.com • Biocompare, http://www.biocompare.com Are Identical Products Manufactured Identically? When different companies seem to manufacture identical items, there may be differences in the production methods. For example, company A might quantitate the activity of Taq DNA polymerase after packaging because company A’s automated dispensing equipment might cause foaming of the protein and thus instability. Alternatively, company B may never test the activity of the Taq polymerase after packaging because it is manually dispensed, a procedure that doesn’t harm the activity of the enzyme. The difficulty for you is that switching manufacturers may change performance more than you expect. Will a Company Inform You When They Change the Product? Manufacturers prefer not to change production strategies, but sometimes no choice exists: raw materials become unavailable, broken equipment can’t be replaced, or people leave the company and take away the knowledge for synthesizing a product. Changes are not always announced to the public. Responsible companies try to judge the impact of a change and determine its effect on the research community, but it is impossible to correctly predict the impact for everyone. If the change is thought to be significant,products might be labeled New and Improved,instructions might be changed, or packaging might be changed. If you’re not sure if the changes will affect your research, contact the company and get the details of the modifications. The manufacturer might have experimental data that will help you evaluate their impact. HOW CAN YOU WORK MOST EFFICIENTLY—AND PLEASANTLY—WITH A SALES REPRESENTATIVE? The preceding section discussed the inner workings of equipment and reagent manufacturers. The next discussion focuses on 14 Tyre and Krueger

strategies to manage your relationship with a companys sales rep- resentative(sales rep) What Can a sales Rep Do for You? a good sales rep can help you determine what you need, what ou don't need, and the most cost-effective way to get it. As a conduit to a company's administrative and scientific resources, a sales rep can help you resolve bureaucratic problems, receive tech nical information in a timely fashion, make sure you clearly under stand all the nuances of a price quote, and help you obtain special order items What Should You Expect from a Sales Rep? While you and your sales rep may think differently, you should be made to feel confident that advancing your research is impor tant to your sales rep. Respect for you and your time, and the confidentiality of your research should also be maintained. As discussed below, good salespeople love to know "the inside scoop and take personal pride in their customer's research, but you shouldn,t have to worry that their exuberance for your work results in confidential details discussed with your competitors The best way to determine a rep's trustworthiness is to discuss other work in the field. If you're suddenly learning details about the competition that you would never share with the outside world until papers are published, you have reason to wonder if your someone else is buying(unless the researcher has agreed to serve as a reference)also is cause for concern. You have every right to expect that even your most mundane dealings with the company are kept confidential Is it reasonable to expect your rep to be thoroughly familiar with the technical aspects of their products? If they represent a catalog of 13,000 items, probably not. If the product line is more limited and highly technical in nature, you should expect a high degree of technical competence. In either case a good rep employed by a company that truly cares about their customers should be able to deliver answers to any questions within two to three business days. As is true with business in general, your sales representative is probably managing her territory by the Pareto principle. That is 80% of her business comes from 20% of the customers while the majority of reps want desperately to assist all customers and treat them equally, the reality is that the elite 20% are going to get the Getting What You Need from a Supplier

strategies to manage your relationship with a company’s sales representative (sales rep). What Can a Sales Rep Do for You? A good sales rep can help you determine what you need, what you don’t need, and the most cost-effective way to get it. As a conduit to a company’s administrative and scientific resources, a sales rep can help you resolve bureaucratic problems, receive technical information in a timely fashion, make sure you clearly understand all the nuances of a price quote, and help you obtain special order items. What Should You Expect from a Sales Rep? While you and your sales rep may think differently, you should be made to feel confident that advancing your research is important to your sales rep. Respect for you and your time, and the confidentiality of your research should also be maintained. As discussed below, good salespeople love to know “the inside scoop” and take personal pride in their customer’s research, but you shouldn’t have to worry that their exuberance for your work results in confidential details discussed with your competitors. The best way to determine a rep’s trustworthiness is to discuss other work in the field. If you’re suddenly learning details about the competition that you would never share with the outside world until papers are published, you have reason to wonder if your ideas are being similarly discussed. Discussions about what someone else is buying (unless the researcher has agreed to serve as a reference) also is cause for concern. You have every right to expect that even your most mundane dealings with the company are kept confidential. Is it reasonable to expect your rep to be thoroughly familiar with the technical aspects of their products? If they represent a catalog of 13,000 items, probably not. If the product line is more limited and highly technical in nature, you should expect a high degree of technical competence. In either case a good rep employed by a company that truly cares about their customers should be able to deliver answers to any questions within two to three business days. As is true with business in general, your sales representative is probably managing her territory by the Pareto principle. That is, 80% of her business comes from 20% of the customers. While the majority of reps want desperately to assist all customers and treat them equally, the reality is that the elite 20% are going to get the Getting What You Need from a Supplier 15

lion's share of her attention. This is simple survival, as losing all or part of the business at those key accounts is likely to cost her significant commissions, and quite possibly her job. This doesnt mean that you should ever feel like one of"the-less-than-elite 80%. You should always feel like the only person in the world when working with a sales representative, and a cell phone ringing in a briefcase is not something you should have to deal with How Can You Get What You Want from a Sales Rep? Understand Their Motivation A sales rep has at his core a rational self-interest. That is, he must do the things that will benefit his performance and ensure survival. While some reps are self-centered, others recognize he interdependent relationship he has with his cu stomers. Your success is his success, though the converse is not true Companies typically motivate their representatives through sales contests and commission structures. Top salespeople often receive paid vacations, and commissions are often structured to move certain product lines. It is true that sales positions are some of the best paid positions in a company, and most sales people are o some extent money-motivated. But you still have every right to expect that products are being offered to you because they will solve your problem and not because they will make your rep the The best salespeople truly enjoy helping others. They enjoy the bonds that are established, and revel in the feeling that they are "on the inside"regarding research. At their heart, many sales people also have a"need to please, and they receive a real boost when they' ve done something for you and you've noticed If you have criticism, also feel free to relate it, and express your exp tation that something be done to improve the situation. While a poor rep may avoid you once youve complained, the good ones will recognize your comments as an opportunity to change your opinion of them, their company, and therefore create a satisfied customer that will likely buy more product. The need to please can be a great motivational tool to get what you need from your sales representative Manage the relationship Evaluating what you need from the company, and how you want those needs managed will maximize value from the relationship Your sales rep doesn' t know what to expect because every cus. tomer is different. He deals with multiple people at each account Tyre and Krueger

lion’s share of her attention. This is simple survival, as losing all or part of the business at those key accounts is likely to cost her significant commissions, and quite possibly her job. This doesn’t mean that you should ever feel like one of “the-less-than-elite” 80%. You should always feel like the only person in the world when working with a sales representative, and a cell phone ringing in a briefcase is not something you should have to deal with. How Can You Get What You Want from a Sales Rep? Understand Their Motivation A sales rep has at his core a rational self-interest. That is, he must do the things that will benefit his performance and ensure survival. While some reps are self-centered, others recognize the interdependent relationship he has with his customers. Your success is his success, though the converse is not true. Companies typically motivate their representatives through sales contests and commission structures. Top salespeople often receive paid vacations, and commissions are often structured to move certain product lines. It is true that sales positions are some of the best paid positions in a company, and most sales people are to some extent money-motivated. But you still have every right to expect that products are being offered to you because they will solve your problem and not because they will make your rep the most money. The best salespeople truly enjoy helping others. They enjoy the bonds that are established, and revel in the feeling that they are “on the inside” regarding research. At their heart, many salespeople also have a “need to please,” and they receive a real boost when they’ve done something for you and you’ve noticed. If you have criticism, also feel free to relate it, and express your expectation that something be done to improve the situation. While a poor rep may avoid you once you’ve complained, the good ones will recognize your comments as an opportunity to change your opinion of them, their company, and therefore create a satisfied customer that will likely buy more product.The need to please can be a great motivational tool to get what you need from your sales representative. Manage the Relationship Evaluating what you need from the company, and how you want those needs managed will maximize value from the relationship. Your sales rep doesn’t know what to expect because every customer is different. He deals with multiple people at each account: 16 Tyre and Krueger

the researcher, purchasing, receiving, safety, and so on. The rela- tionship with your sales representative is a lot like dating: it can be ruined by unexpressed expectations. For that reason it is imper ative that you express exactly what you need from this person. Do you need to see her every week? Do you want to be on the top of the list for trying new products? Do you simply want to see them on your terms, that is, "dont call me, I'll call you? There is nothing wrong with expressing your wants. Rather, you are giving direction to someone in desperate need of it. a good sales representative keeps a profile on important cus- tomers. Items in that profile may include area of research, money available, general temperment, and if you tell him, exactly how you like to be handled. Your rep will appreciate this, since it pro- vides him a chance to better manage your expectations. There may be ground rules he can't accept, such as a weekly visit. He may have distant accounts that will demand his time. Perhaps you can compromise on an email inquiry along with a bi-weekly visit Don't wait to discuss your needs; tell him on his first visit, reach compromises if necessary, and start working together You'd never dream of running an experiment without proper controls and measurements, so why treat this vital relationship any differently? If youve laid out your expectations, you now have the means to evaluate your sales rep. Exceptional sales repre sentatives will automatically measure themselves against your expressed wishes. Feel free to ask for evidence when you review the relationship. Good sales reps will have an answer ready You should expect to review the relationship at some regular interval. Perhaps your needs have changed, or you've noticed some slippage or improvement in the performance of your rep Don't hesitate to ask for a quick meeting to reassess A sales rep can enhance the relationship if she helps you manage your expectations of the company. She may ask you to forecast repeat usage or estimate future needs as a way to give you current information on availability and delivery. If you need one liter of a reagent, and that volume represents three months production for that company, your rep must help you manage your expectation for immediate delivery Leverage Serving as a reference is a great way to gain influence with your sales rep. There is no sales tool more powerful than a satisfied cus tomer. If you're happy with your representative, her product, and the company, offer to serve as a reference. Your sales rep will be delighted, and this could help get you preferred treatment. Don Getting What You Need from a Supplier

the researcher, purchasing, receiving, safety, and so on. The relationship with your sales representative is a lot like dating; it can be ruined by unexpressed expectations. For that reason it is imperative that you express exactly what you need from this person. Do you need to see her every week? Do you want to be on the top of the list for trying new products? Do you simply want to see them on your terms, that is, “don’t call me, I’ll call you?” There is nothing wrong with expressing your wants. Rather, you are giving direction to someone in desperate need of it. A good sales representative keeps a profile on important customers. Items in that profile may include area of research, money available, general temperment, and if you tell him, exactly how you like to be handled. Your rep will appreciate this, since it provides him a chance to better manage your expectations.There may be ground rules he can’t accept, such as a weekly visit. He may have distant accounts that will demand his time. Perhaps you can compromise on an email inquiry along with a bi-weekly visit. Don’t wait to discuss your needs; tell him on his first visit, reach compromises if necessary, and start working together. You’d never dream of running an experiment without proper controls and measurements, so why treat this vital relationship any differently? If you’ve laid out your expectations, you now have the means to evaluate your sales rep. Exceptional sales representatives will automatically measure themselves against your expressed wishes. Feel free to ask for evidence when you review the relationship. Good sales reps will have an answer ready. You should expect to review the relationship at some regular interval. Perhaps your needs have changed, or you’ve noticed some slippage or improvement in the performance of your rep. Don’t hesitate to ask for a quick meeting to reassess. A sales rep can enhance the relationship if she helps you manage your expectations of the company. She may ask you to forecast repeat usage or estimate future needs as a way to give you current information on availability and delivery. If you need one liter of a reagent, and that volume represents three months’ production for that company, your rep must help you manage your expectation for immediate delivery. Leverage Serving as a reference is a great way to gain influence with your sales rep.There is no sales tool more powerful than a satisfied customer. If you’re happy with your representative, her product, and the company, offer to serve as a reference. Your sales rep will be delighted, and this could help get you preferred treatment. Don’t Getting What You Need from a Supplier 17

hesitate to explain why you’re making this offer, and what you expect in return. This is part of “negotiating the relationship,” and you don’t want to make such a generous offer without expecting something in return. ORDERING A CUSTOM PRODUCT A product whose composition or quantity differs from the catalog item may be considered custom by many manufacturers. Such specialized items tend to be expensive; the following suggestions are provided to help you obtain the desired item at minimal cost and aggravation. Know Exactly What You Need Vague specifications cause problems. If you call a company and ask for 100 liters of phosphate buffer at pH 7.5, will it matter how the pH is adjusted? Does it matter whether sodium or potassium phosphate is employed? Complete and detailed communication with the manufacturer is crucial. You as the buyer must take charge to ensure that the company tells you what information must be provided, specifi- cations, and all other details. Ideally a supplier will ask several detailed, and maybe obvious, questions in order to truly understand your needs. Be suspicious of companies that ask little and promise everything. Some custom products are simple to specify, but it might not be feasible to thoroughly describe complex, or novel, products. In these cases it may be helpful to describe to the manufacturer what you don’t want as well as what you do. Know Your Quantity Needs and Frequency of Delivery Manufacturers can’t determine cost, nor their ability to deliver the proposed product, without knowing accurate quantity requirements and the frequency of orders. Know Your Spending Limits Although you do not want to negotiate price immediately with a manufacturer, you should know what you are willing to pay for the custom product. This will shorten your list of prospective manufacturers. Document Your Needs A thorough, comprehensive record of your answers to the preceding questions will prove invaluable during your conversations with suppliers. 18 Tyre and Krueger

Identify the Right Manufacturer Determining which suppliers truly want your business is not a rfect science. Some manufacturers will tell you when they can Ifill your needs, while others will hint but won't say no outright Hints can include requests to buy a very large minimum quantity, suggestions of alternate products, or the news that delivery is not possible for ages. The trick is that these comments aren't always hints to chase away your business, but legitimate technical or busi ness concerns that can't be avoided. After dealing with two or three potential suppliers, you will be able to identify those sup pliers who are serious about your business Obtain a Document That Details the Order Acknowledgment Require the company to document, in excruciating detail what they will produce for you. If the description isnt complete, detailed, and accurate, make the company do it again. If some thing goes wrong, it will be your only proof of what the supplier promised to do for you. RESOLVING PROBLEMS There is nothing inherently negative in the word"problem. " Its origin lay in phrases meaning“ anything thrown forward”or“to lay before. A problem provides opportunities to sharpen your research skills and ultimately improve the reliability of your data Keeping an open mind and an inquisitive nature when problems arise will minimize your frustration and speed the problems resolution Problem prevention is faster than problem solving. To prevent problems from occurring, read the information supplied with the product Suppliers usually work hard to determine what informa tion is required to successfully use a product. Although reading directions may be boring, it can prevent many problems. If you wish to use a product in a way that is not clearly described by the directions, consider asking the supplier the following ques tions before proceeding with the experiment Has the product been successfully applied to your intended application? Even when the answer is no, suppliers could help you determine the likelihood of success. Is it safe to modify the procedure in the manual? Changing the volumes of reagents, incubation times, sample preparation, tem perature of reactions, or any number of other seemingly minor Getting What You Need from a Supplier

Identify the Right Manufacturer Determining which suppliers truly want your business is not a perfect science. Some manufacturers will tell you when they can’t fulfill your needs, while others will hint but won’t say no outright. Hints can include requests to buy a very large minimum quantity, suggestions of alternate products, or the news that delivery is not possible for ages. The trick is that these comments aren’t always hints to chase away your business, but legitimate technical or business concerns that can’t be avoided. After dealing with two or three potential suppliers, you will be able to identify those suppliers who are serious about your business. Obtain a Document That Details the Order Acknowledgment Require the company to document, in excruciating detail, what they will produce for you. If the description isn’t complete, detailed, and accurate, make the company do it again. If something goes wrong, it will be your only proof of what the supplier promised to do for you. RESOLVING PROBLEMS There is nothing inherently negative in the word “problem.” Its origin lay in phrases meaning “anything thrown forward” or “to lay before.” A problem provides opportunities to sharpen your research skills and ultimately improve the reliability of your data. Keeping an open mind and an inquisitive nature when problems arise will minimize your frustration and speed the problem’s resolution. Problem prevention is faster than problem solving. To prevent problems from occurring, read the information supplied with the product. Suppliers usually work hard to determine what information is required to successfully use a product. Although reading directions may be boring, it can prevent many problems. If you wish to use a product in a way that is not clearly described by the directions, consider asking the supplier the following questions before proceeding with the experiment: • Has the product been successfully applied to your intended application? Even when the answer is no, suppliers could help you determine the likelihood of success. • Is it safe to modify the procedure in the manual? Changing the volumes of reagents,incubation times,sample preparation,temperature of reactions, or any number of other seemingly minor Getting What You Need from a Supplier 19

changes to the procedure may have large effects on the result obtained. Before deviating from any of the directions supplied with a product, it is best to call the manufacturer and see if they have any information on the effects of making that change in the procedure. Can the storage conditions be modified? Storage tempera tures other than what the supplier recommends may compromise he stability of the product. This is especially likely if the product undergoes a phase change when stored at an alternate tempera ture. In addition, and maybe more important, products may become hazardous when stored at the wrong temperature Solving Problems by Yourself In a perfect world, six steps will solve any problem 1. Define the problem. What do you see? The first step in any problem-solving activity is to fully under stand the nature of the problem without drawing conclusions. Understanding a problem consists of describing all the factual aspects about the problem. Do not try to determine what caused he problem. That step comes later in the process. If a PCR reac- tion failed to give a product, the problem description is simply that no product was obtained. You may have used a new brand of Taq DNa polymerase in the reaction, and this is an important fact to state. But it is not a good idea to immediately draw the conclu sion that the correlation of the new brand of Tag polymerase and the lack of a product means that the enzyme is bad. Rather, a more thorough analysis of all of the parameters involved should be done. Did the reaction buffer change? Did the thermocycler function properly? Was the template dNa the same as previous reactions that worked? Was a different method of DNA prepara tion used? And so on. Once the problem is fully described with all reasonable parameters understood, then some simple, obvious causes can be ruled out 2. List all the theoretical explanations that could cause the problem reported in step 1, including the obvious ones The majority of problems stem from the most likely causes. Before searching for the esoteric sources, rule out the most likely explanations. This step of troubleshooting is often aided by asking another person for some help. An outside party will have a dif ferent perspective on the situation and may think of an obvious cause that escapes you. Obvious causes of a problem are always hardest for the person closest to the problem to see For exampl is a piece of equipment plugged in? This is so obvious that it is an Tyre and Krueger

changes to the procedure may have large effects on the results obtained.Before deviating from any of the directions supplied with a product,it is best to call the manufacturer and see if they have any information on the effects of making that change in the procedure. • Can the storage conditions be modified? Storage temperatures other than what the supplier recommends may compromise the stability of the product. This is especially likely if the product undergoes a phase change when stored at an alternate temperature. In addition, and maybe more important, products may become hazardous when stored at the wrong temperature. Solving Problems by Yourself In a perfect world, six steps will solve any problem: 1. Define the problem. What do you see? The first step in any problem-solving activity is to fully understand the nature of the problem without drawing conclusions. Understanding a problem consists of describing all the factual aspects about the problem. Do not try to determine what caused the problem. That step comes later in the process. If a PCR reaction failed to give a product, the problem description is simply that no product was obtained. You may have used a new brand of Taq DNA polymerase in the reaction, and this is an important fact to state. But it is not a good idea to immediately draw the conclusion that the correlation of the new brand of Taq polymerase and the lack of a product means that the enzyme is bad. Rather, a more thorough analysis of all of the parameters involved should be done. Did the reaction buffer change? Did the thermocycler function properly? Was the template DNA the same as previous reactions that worked? Was a different method of DNA preparation used? And so on. Once the problem is fully described with all reasonable parameters understood, then some simple, obvious causes can be ruled out. 2. List all the theoretical explanations that could cause the problem reported in step 1, including the obvious ones. The majority of problems stem from the most likely causes. Before searching for the esoteric sources, rule out the most likely explanations. This step of troubleshooting is often aided by asking another person for some help. An outside party will have a different perspective on the situation and may think of an obvious cause that escapes you. Obvious causes of a problem are always hardest for the person closest to the problem to see. For example, is a piece of equipment plugged in? This is so obvious that it is an 20 Tyre and Krueger