logical troubleshooting & rca: learn what you need to know
TRANSCRIPT
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Logical Troubleshooting &
Root Cause Analysis …
Chaotic troubleshooting at the first sign of symptoms can cost your organization opportunity, time, and money.
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A working model using mission-driven measures in a team approach enables focus on effective solutions
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Course Goals • Identify Key Symptoms • Select Team • Capture Information • Generate Problem Definition – What, Who, When, Where • Develop Causal Factor Diagram • Identify Root Cause(s) – Why, How • Generate Preventive Measure Recommendations – Metrics • Present Findings to Stakeholder
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Target Audience Who should take this course? • Subject Matter Experts (SMEs) • Product Owners and Sponsors • Business Process Managers • Business Process Users • Product, Project, and Program Managers • Business Analysts & Architects • Quality Assurance • System & Software Developers
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Course Prerequisites • Some technical experience • Ability to collaborate and listen • Capability to capture and define business and
technical requirements • Interest in business analysis and information
architecture • Ability to collect and organize tasks, activities and
resources into diagrams and graphical models
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Troubleshooting & RCA Why Are Logical Troubleshooting and Root Cause Analysis
Needed? Section 1 Goal … Understand the difference between Logical Troubleshooting
and Root Cause Analysis and why each is used.
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Welcome • … to my Udemy Training course
• Hello, I'm Chuck Morrison
• My specialties are: Business Process Engineering, Software Systems Development, Cross-Functional Program and Change Management.
• My significant skills and accomplishments include ...
• My significant accomplishments also include ...
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Logical Troubleshooting and RCA Differences
• Logical Troubleshooting is designed to ensure effective and efficient corrective action(s) of symptoms
• Root Cause Analysis (RCA) design to ensure prevention of recurring events.
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• Company’s production & Logistics Delivery
• Team Support Product & Services for Customers
• Undocumented Processes & Procedure
• What to Do … Next Steps …
Imagine …
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Related Quotes • The problem with troubleshooting is that trouble shoots back. ~Author Unknown
• Continuous improvement is not about the things you do well — that’s work. Continuous improvement is about removing the things that get in the way of your work. The headaches, the things that slow you down, that’s what continuous improvement is all about. ~Bruce Hamilton
• Amateurs work until they get it right. Professionals work until they can’t get it wrong. ~Author Unknown
• The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency. ~Bill Gates
• What gets measured, gets managed. ~Peter Drucker
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Need for LT & RCA • Logical Troubleshooting is used in many key fields • Structured Problem Solving and Analysis Used to
Identify System Failure and Root Causes • Diagnosis Determines System Failures & Measurable
Response(s) • Troubleshooting Result in Correct Action & PM • Root Cause Discovers Corrective and Preventive
Causes
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What’s This Course About? • Logical troubleshooting is a systematic and well-
structured methodology for Resolving System Failures
• Discovery of root cause then returning systems to proper functional operation.
• Affected stakeholders including sponsors, SMEs, and other resources responsible for returning systems to functional operation
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What you get from this course? • Identify Key Symptoms • Select Team • Capture Information • Generate Problem Definition – What, Who, When, Where • Develop Causal Factor Diagram • Identify Root Cause(s) – Why, How • Generate Preventive Measure Recommendations – Metrics • Present Findings to Stakeholder
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What are course requirements? • Some technical experience desired. • Ability to collaborate and listen for business wants and
needs • Capability to capture and define business and technical
requirements • Interest in the fields of business analysis and information
architecture • Ability to collect and organize tasks, activities and resources
into diagrams and graphical models
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Target Audience Who should take this course? • Subject Matter Experts (SMEs) • Product Owners and Sponsors • Business Process Managers • Business Process Users • Product, Project, and Program Managers • Business Analysts & Architects • Quality Assurance • System & Software Developers
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Reducing Chaos … LT & RCA Reducing Chaos Using Logical Troubleshooting & Root Cause
Analysis Section 2 Goal … Capture information to determine what's known about and
related to the problem(s) and issue(s) step by step.
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What’s Logical Troubleshooting? Logical Troubleshooting can generally be structured into these basic steps: • Determining symptoms • Capture problem related information • Analyze information • Generate possible solution(s) • Select the best solution(s) • Plan implementation and testing • Implement plan then measure results • Follow-up to ensure the root cause is corrected then determine
possible process improvement(s).
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What's Root Cause Analysis? • Gather preliminary data • Select Core Team • Define Problem • Specify Symptom(s) and Cause(s) • Identify specific Root Cause(s) within Context • Document Root Causes & Corrective/Preventive
Action(s) with Metrics • Implement Corrective Action • Recommend Preventive Measures • Congratulate Team & Advise Stakeholders
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Problem Perceptions
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Problem Solving Process
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Logical Troubleshooting Strategy
Guideline Steps • Symptom Recognition • Symptom Elaboration • List Probable Faulty Functions • Localize Faulty Function or Component • Failure Analysis & Corrective action • Retest Requirements
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Logical Troubleshooting Problem
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Logical Troubleshooting Flow
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Logical Troubleshooting Log Item Description Symptom(s) Cause(s)
Corrective Action Notes: (reference related problems)
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Using Flowcharts & Schematics • Talk with the Operator(s) • Verify Symptoms • Attempt Quick Fixes • Review Troubleshooting Aid(s) • Perform Step-by-Step Search • Clear Failure(s) • Perform Preventive Maintenance • Complete Final Checks • Do Paperwork • Advise Stakeholder(s) & Instruct Operator
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Using Flowcharts & Schematics
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Cause & Effect Diagrams
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Test & Measure Information Basic Metric Information Types … Also: Run Charts, Scattergrams, Histograms
Qualitative Quantitative Exploratory Limited Theory Hypothesis Holistic Isolated / Specific Interpretive Statistical Text / Verbal Numeric Non-Structured Structured Unique (Important) Unique (Outliers)
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Test & Measure Control Chart
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Decision Making - Kepner Tregoe Getting to Results … • Situation (Context) Appraisal • Problem (Failure) Analysis • Decision (Risk) Analysis • Potential Problem (Impact) Analysis • Opportunity (Leverage) Analysis
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When To Use LT & RCA Methods
Section 3 – When Do We Use Logical Troubleshooting & RCA Methods?
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When Do We Start? • Logical Troubleshooting is an approach used to
discover resolution to a reported system failure
• Root cause analysis is used to get past the symptoms of a failure event by identifying underlying cause(s)
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When Do We Stop? • Stop troubleshooting when your corrective action
solution has resolved the right problem and returned your system to functional operation.
• When you cause is discovered and your recommendations are accepted by the responsible stakeholders.
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Activity Diagrams Capture and clarify Business Rules and External Constraints that mandate limits to the delivered solution. • Initial Node(s) • Activities (Tasks) • Decisions/Merge (Loopbacks) – Forks/Joins • Swimlanes (Domain/Context/Scope) • Flow Final • Business Rules
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Activity Diagram
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Conclusion …
Section 4 – Conclusion …
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Conclusion You’ve Completed the Course Goals … • Identify key symptoms • Capture information related system failures • Generate problem definition • Develop a causal factor chart or sequence diagram • Identify root cause(s) Advise responsible stakeholders on
Team Recommendations • Know difference between Logical Troubleshooting and RCA • Generate preventive action(s) recommendations
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Glossary For definitions of terms used in this course, please see
below … glossary.pdf
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For Further Reading … OO UML developed by “The 3 Amigos” Grady Booch, Ivar Jacobson and James Rumbaugh at Rational Software during 1994–95 with further development led by them through 1996 … Rational Software transferred to IBM … OO UML accepted by OMG & ISO Please see other References (attached) ...