In our thinking, problem reproduction and recreation is very useful. It is needed to verify a fix. However,
a first-fault toolset can enable an organiztion to solve a problem faster, more accurately and with greater confidence that
the 'problem' resolved is the problem experienced by the client. With problem reproduction alone, offsite at the vendor, or
in test vs. production environments, you may have only recreated and solved a similar symptom vs. the actual problem experienced
by the client.
There is a minimum quantity of information "necessary and sufficient" to solve problems. We see a hierarchy
in troubleshooting/problem-solving:
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TROUBLESHOOTING/PROBLEM-SOLVING SOPHISTICATION
First (lowest level): No initial problem diagnosis data, trial-and-error of candidate
solutions/fixes to the problem. All problem diagnosis data is obtained after the original occurrence of the problem.
Second level: Some first-fault data, and sophisticated candidate fix/resolution
selection ('troubleshooting'). This allows you to try out fewer candidate fixes than with the trial-and-error method.
Some problem diagnosis data is obtained before the occurrence of the problem (already available), some problem diagnosis data
is obtained after the original occurrence of the problem (via problem replication).
Third (highest level of sophistication): Complete first fault problem resolution
data. The data points to the exact problem, and the candidate solution can be easily created based on the data alone. All
problem diagnosis data is created and captured before or during the occurrence of the problem, and no problem data collection
is performed after the occurrence of the problem to diagnose the problem (root cause analysis).
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We note that perhaps there is a certain "First Law of Data collection" for problem resolution For each problem,
a minimum of data is needed to diagnose the root cause of the problem . The data can be collected initially before and when
the problem first occurs (level three); or some data can be collected when the problem first occurs and more data can be collected
in the reproduce/recreate phase AFTER the problem has already occurred (level two); or NO DATA need be collected when the
problem first occurs, and it is ALL collected after the problem occurs, in the problem recreate and reproduce phase (level
one - least sophisticated). Each level of sophistication has its costs and benefits: First level has no investment cost, but
continuing costs thereafter during problem resolution. Third level has the largest investment cost, but no costs thereafter
in production. Level two is the compromise level - with costs during product design and costs during production service.
Obviously, if an investment is made (sometimes small, sometimes 'sweat equity' only), with all diagnostic
data collected automatically at the time of the problem's occurrence, there is no need to perform sufficient diagnostic data
collection via problem repro/recreation. Problem recreation will be used to verify the fix, only.
SAVE MONEY, SAVE TIME: Invest in first fault problem resolution technology implementations. You may already
have significant first fault tools on your premises without need to purchase additional technology, but it may be underutilized,
or unused. Let us help you assess what you need, and help you select it from what you have.
TECHNICIANS MAY INSIST THAT PROBLEM REPRODUCTION IS THE ONLY WAY TO DEBUG AND CREATE FIXES
FOR CLIENT PROBLEMS.
YOU KNOW DIFFERENTLY, THAT FIRST FAULT TECHNOLOGY IMPLEMENTATIONS CAN BE INTRODUCED FOR SIGNIFICANT
BENEFIT BOTH TO YOUR ORGANIZATION AND TO YOUR CLIENTS.
