Think Different, Resolve Different

Troubleshooting 101

Solving the most difficult problems can be easier than solving some of the simplest of issues. How many of us have spent way too long on an issue, to only say, "THAT was the issue?!?!?" We can construct a scientific process to resolve ANY issue we come across, while efficiently working toward the answer avoiding time sinks.

Hunter, Gatherer

The first step of troubleshooting an issue is information gathering. The data collected should encompass four major identities. Categorizing the information as you collect it, whether it is a mental exorcise or formal document, it will help push a resolution efficiently.

First and foremost is your list of facts. The water is wet, the sky is blue, death and taxes, winter is coming, and anything else that is undeniably a law without dispute. Theories, concepts, suggestions, and hunches have no place here.

I think, therefore I understand

Next we need to develop some understandings. We need to identify the expected outcome, and understand how the events in question create this outcome. This is our process. Understanding the process when its working correctly is critical to troubleshooting. This includes scientific concepts, work experience, historical data, and any FACTS that have formed the basis for day to day operations. This can come from our internal mind, or from an SME (Subject Matter Expert).

Now that we have our facts and a clear understanding of how it is supposed to work, we can identify what is wrong. This is not the why or the how, but a clear identifiable event that identifies a problem has occurred. Ex: The thing is supposed to pop up over here, but it did not. It's gone. Understanding the difference between expected outcome, and actual outcome is absolutely critical to identifying a root cause. Sometimes the difference(s) is subtle and not easily identifiable. Multiple differences, can point to multiple causes further complicating our troubleshooting.

Formulate and Test

Now that we have our facts, an understanding of the process, and an understanding of the unexpected outcome, we can begin to create a plausible Root Cause(s) and resolution(s). Most of the time I see competitors, customers, and "green" employees troubleshooting issues, I see the old "try this" methodology. This takes the form of replacing parts on a system until it works again, or something similar. What a waste of time. There is a better way.

Answering the Bell

Now that we have:

1. All of the facts available
2. An understanding of the Process
3. An understanding of the flawed event
4. Concepts of resolution (Root Cause, and resolution)

We can use Einstein's "train of thought" concept, and create our system of thought. We can use our facts, and knowledge of the process to test our suggested resolutions in thought, rather than waste time with labor. Systematic logic will lead us to the correct answer EVERY time. I frequently ask new customers to give me their most challenging issue. Not because I enjoy showing off, but because I enjoy the challenge of figuring out the things identified as "difficult" or "complex."

Documenting our thoughts is an easy way to organize complex issues, processes, and resolutions. Just because we're thinking things through before we act, does not mean we have to think it through inside our head. I often find the best solution is to discuss the ideas I have out loud, even if I am the only one talking. Hearing myself speak, as well as others, often identifies the flaws in my logic, and re-enforces the concepts that are indisputable.

Simple concepts such as the scientific method, and keeping changes to a single variable at a time are tried and true best practices. Sometimes, and I mean rarely, it may be best to "just replace" things until it works. After all, if parts are cheap, and the time to replace them is short, it may be more efficient to "just do it." I find that in most cases, the thought process saves both time and money by identifying the Root Cause and allowing actions to target the issue with specificity.

Commitment and Determination

Often problems are not resolved on the very first attempt. This is usually due to lack of facts, misunderstanding the process, or hidden additional failures of the process. Each attempt at a resolution will deliver additional information that can be in the form of facts, understanding, or elimination of "potential." Each additional piece of information helps us get closer to identifying our Root Cause. Continuing to add to our facts, and continuing to understand our processes will lead to better resolutions in the future.

Knowing what is wrong, makes it easier to fix.

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