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Problem Solving Techniques
Example
This is an example of information you might learn from asking questions like those in
Task 1.1:
Question
What is happening that indicates
a problem?
Where is this problem
occurring?
When is this problem occurring? At 8:30 this morning and also at the same time two days
What is the magnitude of this
problem?
Task 2: Find and Eliminate the Cause of the Problem
After you collect your facts and log the problem on your worksheet, you are ready to
begin considering the possible causes of a problem.
If you rely on your knowledge and experience, the facts you have collected about the
situation, and facts you have collected about the problem, you can begin to list possible
causes of the problem.
Task 2.1: Identify the Most Likely Cause
To evaluate the possible causes of any problem, you must compare each with the
problem symptoms. Using the problem-solving worksheet gives you a guide for
accomplishing this task. In this example:
Possible causes become column headings.
Entries you have made in the worksheet's rows indicate whether the cause in
question could have produced the problem symptoms you listed on the left.
Write "yes" in the appropriate box if a possible cause explains a fact.
Write "no" in the appropriate box if a possible cause does not explain a fact.
The most likely cause is the one that best explains all the facts, that is, the cause
that is answered "yes" in many spaces in the column.
Example
Possible causes of the hung terminal problem in the above example could be:
A terminal hardware problem
A stopped or suspended TACL process
System security, which locks a user out after three unsuccessful logon attempts
Task 2: Find and Eliminate the Cause of the Problem
Answer
A terminal is hung.
In the office of USER.BONNIE. The affected terminal is
named $JT1.#C02.
ago. Both times, this occurred after three unsuccessful
attempts to log on.
Intermittent; the problem seemed to disappear on its own
when it first occurred two days ago.
Guardian User's Guide —425266-001
A- 4
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