"Pride and Joy" by Alex Knight is a Theory of Constraints business novel about a hospital in chaos and a way of thinking that can help move beyond the chaos to a truly patient-centric, high quality environment.
Freek Vermeulen's "Business Exposed" is a great read that debunk a lot of common practice and common beliefs within business. He brings in a variety of business research to back up his sometimes surprising observations.
Rather than describe the solution - a description that is always going to be lacking - understand what problem the customer is trying to solve. What limitation or barrier do they need to overcome? And why do they want to do that?