"To-the-Point Systematic Troubleshooting" is a streamlined method focused on quick, accurate problem resolution. By following a clear, step-by-step approach, it minimizes detours, reduces time spent diagnosing issues, and ensures effective, lasting solutions. This method emphasizes structured analysis to prevent recurring problems, making it ideal for fast-paced, results-driven environments.
1. Symptoms
Purpose: To break the problem into specific, manageable symptoms.
What are the observable symptoms?
Specify the deviation, e.g. , your observation of how long the delay is, what is moving slowly, or what the wrong output consists of.
A signal (light, sound, error message) indicating that a threshold was exceeded.
A result produced by a function that is not normal.
A period where nothing happens, that is longer than normal.
A speed that is less or greater than normal.
Which symptom should we first?
Next step
If the cause or solution is already known, continue to
4. Actions.
Otherwise, continue to
2. Facts, because there is a need to find the unknown cause.
2. Facts
Purpose: To increase the understanding of the symptom.
What is not working? [symptom]
Where is the symptom observed?
Where is the symptom not observed?
When was the symptom first observed? And since?
When did it work before the symptom wasfirst observed?
Any other ‘not working’ facts...
Any other ‘working’ facts...
The questions are indicative. Consider supporting the facts with video, pictures, graphical illustrations, a timeline, etc.
3. Causes
Purpose: To generate and evaluate possible causes.
What could cause the symptom?
Consider differences between Not working / Working fact pairs such as changes made immediately before the symptom occurred, process inputs, system components, and environmental factors.
List possible causes quickly and without discussion.
How likely are the causes?
How can the cause be confirmed?
Reduce the risk of performing unnecessary solution attempts to an acceptable level by finding evidence. Consider parallel activities.
Consider disproving causes if the most likely cause cannot be proven.
4. Actions
Purpose: To perform corrective actions in an appropriate order.
How can we remove the symptom?
How can we prevent similar symptoms?
Think beyond the fix and take action(s) to prevent a similar situation in the future.
Then, continue with the next symptom if any left needs to be solved.
