WEBVTT

1
00:00:01.000 --> 00:00:04.120
The most critical troubleshooting
step is pinpointing the specific

2
00:00:04.120 --> 00:00:07.600
symptom - knowing there is a human
tendency to "overgeneralize."

3
00:00:08.298 --> 00:00:11.748
Being too broad or general in the
description will result in less focus

4
00:00:11.748 --> 00:00:14.948
and the need to consider a higher
number of possible causes down the line.

5
00:00:15.874 --> 00:00:18.394
A practical approach to
achieve the clarity required

6
00:00:18.394 --> 00:00:19.704
is to apply stair-stepping.

7
00:00:20.453 --> 00:00:23.463
Stair-Stepping aims to identify
the most specific starting

8
00:00:23.463 --> 00:00:24.643
point of your troubleshooting.

9
00:00:25.140 --> 00:00:29.210
Pure observation moves your focus from a
generic statement to a specific symptom.

10
00:00:29.921 --> 00:00:33.651
Produce more detail using the "why"
question for every new insight you gain,

11
00:00:33.951 --> 00:00:35.651
building your stair one step at a time.

12
00:00:36.505 --> 00:00:39.445
Questioning for the most detailed
observation or measurement where

13
00:00:39.445 --> 00:00:42.665
the cause remains unknown is what
builds the lowest step of your stair.

14
00:00:43.900 --> 00:00:47.020
An excellent way to guide attention
to the appropriate "cause unknown"

15
00:00:47.020 --> 00:00:50.250
observation or measurement is by
using two distinct categories of

16
00:00:50.250 --> 00:00:52.480
information: deviation and function.

17
00:00:53.209 --> 00:00:56.199
Deviation describes which type
of unexpected behavior you

18
00:00:56.199 --> 00:00:57.399
are observing or measuring.

19
00:00:57.644 --> 00:01:00.904
Most of the time, one of these
four sub-categories is applicable.

20
00:01:01.549 --> 00:01:05.019
Function identifies the functional
step in the process that is affected.

21
00:01:05.306 --> 00:01:09.076
Depending on your familiarity with
procedures or functions, you select the

22
00:01:09.076 --> 00:01:11.026
most pinpointed step you can isolate.

23
00:01:11.770 --> 00:01:14.870
Clarify is where you write down
what is observable or measurable

24
00:01:14.980 --> 00:01:18.040
- describing what a camera recording
would show if somebody watched it.

25
00:01:19.291 --> 00:01:23.451
Identifying and focusing your analysis
on a specific, clarified symptom

26
00:01:23.451 --> 00:01:26.661
goes a long way toward finding a
solution to remove the deviation.

27
00:01:27.434 --> 00:01:30.394
A well-described symptom will
also increase your chances of

28
00:01:30.394 --> 00:01:34.784
relating your issue to existing
knowledge base content or solutions.