Introduction to NonStop Operations Management

Problem Management
Introduction to NonStop Operations Management–125507
6-16
Determining the Cause and Resolving the Problem
Figure 6-4. 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.
Terminal Terminal Comm.
System
Hardware Config. Lines Controller TACL 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
?
?
?
?
Situation Facts
Most Likely Cause
Plan to Prevent/Control Damage
Jill Jones, Manager, Telephone Order Dept., X455.
New employees during evening shift.
Problem terminals used by new employees.
Stopped or suspended TACL process.
New employees entered EXIT at TACL prompt.
Provide TACL training for new employees.
Plan to Verify/Fix
Escalation Decision
Terminals plugged in and cables secure.
Terminals left on overnight.
Check with manager to verify that employees
entered EXIT at TACL prompt.
Restart TACL process.
None
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