Availability Guide for Problem Management

Recovering From Unplanned Outages
Availability Guide for Problem Management–125509
3-15
Identifying the Cause
Figure 3-4. Sample Problem-Solving Worksheet
PROBLEM-SOLVING WORKSHEET
Problem Facts Possible Causes
What?
Where?
When?
Magnitude?
$WHS2.#TRM7
2 terminals down
$WHS4.#TRM20
In warehouse
$WHS2.#TRM7 on east wall
$WHS4.#TRM20 on west wall
One on Tuesday at 8:00 a.m.
One on Wednesday at 8:00 a.m.
Both at beginning of shift
Severe. By Friday, there will
be no spare terminals.
Situation Facts
Most Likely Cause Plan to Verify/Fix
Plan to Prevent/Control Damage
Escalation Decision
Terminal
Hardware
Terminal
Config.
Comm.
Lines Controller TACL
System
Move
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
No
No
No
No
No
No
No
No
No
No
No
?
?
?
?
Jill Jones, Manager, Telephone Order Dept., X455.
New employees during evening shift.
Problem terminals used by new employees.
Terminals plugged in and cables secure.
Terminals left on overnight.
Stopped or suspended TACL process.
New employees entered EXIT at TACL prompt.
Check with manager to verify that employees
entered EXIT at TACL prompt.
Restart TACL process.
Provide TACL training for new employees. None
CDT 012