Diagnostic (Problem Solving) Checklists
The template for all of our diagnostic (problem solving) work is as follows:
- Listen carefully to the operator's description of the problem, i.e. the symptoms; what is not working normally and what is happening - visual symptoms, vibrations, noises, etc.
- Ask questions to verify what you are being told. Repeat back to the operator in your own words what you heard and verify that you understand accurately what the symptoms are.
- The accuracy of the information you are getting regarding the symptoms may be critical to fast and proper repair (problem resolution) so if you are getting the information 2nd-hand and not directly from the operator who was operating the equipment at the time of the malfunction, it is important to get in direct contact with that person in order to verify the symptoms.
- If possible, test run the vehicle and try to duplicate the symptoms that the operator reported to you. This is IMPORTANT. Make sure you know what problem you are trying to solve, and if there may be more than one problem causing the symptoms. If you apply a repair solution that does not fix the "real problem" or all of the problems, you will look foolish and it won't do any good to use the excuse that "someone told me this or that . . ."
- Don't skip any of these steps. Solving the problem(s) and fixing the equipment includes both physical repairs to the equipment and "fixing the customer or operator", as we say. It is important to make good repairs to solve the mechanical, electrical, or hydraulic problem(s) but it is equally important to be able to explain to the customer or operator what was done, how it resolves the problem, and how the solution(s) also resolve the symptoms that they saw, heard, smelled, etc.
- When you have verified the problem(s) to be solved, then you must determine the cause and which component must be repaired or replaced in order to solve the problem. In many cases, the cause or source of a problem could be one or more of several components malfunctioning. It is important to make a list of these components in order of how they are physically arranged in the system.
- If all or most of these components are easily accessible and their functionality can be easily tested with a meter, gauge, or other device, then perform the diagnostic testing to find the faulty component(s).
- If it is not possible to easily test the components, then, make another list of these components in order by their cost or a combination of their cost and the cost to repair or replace them.
- Then, make a list showing the recommended order for replacing or repairing the suspected faulty components, discuss this list with the operator or customer, and get agreement on a plan for the steps for replacing or repairing components.
- When determining the recommended order for replacing or repairing components, be sure to take into account any actions, time, and costs that are not reversible or recoverable or are high in relation to others. Thus, a component that is near the top of the list because of its location in the system, may be costly, difficult to test, or very difficult to access, and it should be moved down toward the bottom of the list until all other less expensive and less time consuming alternatives have been checked or repaired.
- Also, consider whether replacing or repairing a component may cause another "side effect" that is undesireable, such as forcing replacement of another component that is not directly related to the problem, and if so, you may want to move this down the list.
- You should now have a very good list, in proper order, of the components that should be replaced or repaired in order to solve the problem quickly and cost effectively.