Troubleshooting the Troubleshooting System - Kepner-Tregoe

Proactive Troubleshooting
Identify
Potential
Problem
Once an action plan has been developed, a Potential Problem
Analysis starts with the identification of possible difficulties at
each step in the plan. The priority of these potential problems is
assessed by ascertaining the probability of their occurrence and the
seriousness of their effects. For major potential problems, the next
step is to determine what could cause the problem. Preventive
actions are then defined and taken to eliminate, or at least reduce,
the probability of this likely cause. If the probability is not driven
to zero, contingent actions may also be put in place to minimize
the effects should the potential problem actually occur. Finally,
each contingent action requires a trigger to signal that the potential
problem has occurred.
To make this process a bit more concrete, let’s take as an example
a major maintenance shutdown in which a company is
installing a new piece of equipment while simultaneously conducting
major rebuilds on other equipment in the area. A potential
problem might be that the new equipment is not
production-ready on time. A likely cause is that the disassembled
equipment from the rebuild is blocking the aisle, preventing the
new equipment from being moved into place. A preventive action
might be to begin the rebuild on the nearby equipment only after
the new equipment is in place. A contingent action might be to
use a crane to swing the equipment into place rather than towing
it in on the floor. Finally, the trigger for this might be a schedule
review a day or two before the new equipment is due to arrive.
Identify
Likely
Causes
Take
Preventive
Actions
Moving an organization to proactive thinking is not easy. We all
know the accolades that accrue to firefighters and the relative
neglect of those who quietly prevent fires in the first place.
9
Plan
Contingent
Actions
Set
Triggers