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[Kirsten]

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[Thunder]

I use a similar technique when troubleshooting, although I've got a somewhat less PC term for it.  I call it "breaking it down Barney-style" or "kindergarten-style".

Basically, it runs on the principle of knowing what does one need to make a particluar something work?  Take a car for instance.  In order for the engine to turn over, you need 3 things: air, fuel, and fire.  If one of these 3 things is missing, car no go.

Thansk for the post, Kirsten.  The 5 why's adds another dimension to my troubleshooting abilities.
 

[penguinsscareme]

I learned that technique from my toddler.  Only in her case it's the 55 Whys.  

[debeez]

Damn, now I understand what my problem is.  Not that I'll necessarily fix it and be better, but at least I see what the problem is...

I get pissed after the 2nd or 3rd Why.  I never make it to the 4th or 5th Why, or if I do, my face is red, my voice is elevated, and I'm agitated.  

Wise inner voice: "patience, grasshopper"

The other inner voice: "screw patience!  Answer the damn question!!!...NOW!!!"

[Kirsten]

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[Bear2]

Kirsten,

I feel your pain. Many years ago I worked in Tech Support, and found that at least half the time
the problem was a broken thinking process on the part of the customer. I got my job done by
being firm and unswerving in my line of questioning. I dared to be blunt. If the problem person
starts distracting you from the path to the solution, ask them how the distraction issue is
related to the problem, or how dealing with their distraction issue will solve the problem.
Sometimes it comes down to - we need to do 'x' to fix this. If we don't, it stays broken.

When giving them an either/or course of action, use silence to force them into making a decision.

Having said that, as a general rule, people don't give me a lot of crap, unless they are gov't
clerks hiding behind a counter.

Bear
 

[Tin-Man]

Great idea, Kirsten.  That sort of thing comes naturally to me, being a "why" kind of person. (Why do you need my phone number if I'm using cash, are you going to call me later?  Why do you need an SSN, are you going to levy taxes against me?)  But it never occurs to a lot of people that there should be a reason for giving out personal information and there should be a reason for that nimrod behind the counter to have some kind of authority over you, and this could help in that regard.

[merlin419]

Your five rules or steps are great when you write them out. I spent many years (long ago) as a technician and had a preset mind set for starting my troubleshooting. Saved a lot of time by following a pattern each and every time. Then again I always started with the power supplies and moved forward. Don't remember but those damned Lamda power supplys died way to often for me...

[Ragnar The Testy]

Thanks, I need to start doing an organized Pattern of troubleshooting in my job, I've sorta lost it when most of the customers I deal with, all I have to say is "reboot......Yes that means turn it off, then back on."

Generally in life, I  just keep asking "why" and hope eventually I will get a good enough answer.