ERIC Number: ED389948
Record Type: RIE
Publication Date: 1995-Dec-2
Understanding Troubleshooting Styles To Improve Training Methods.
Johnson, Scott D.; And Others
An effective training program for preparing troubleshooters provides knowledge needed to understand the technology, teaches the process of troubleshooting, and provides the opportunity to practice using their knowledge and skill to diagnose faulty equipment. Recent research and common sense indicate many troubleshooting programs overemphasize theoretical knowledge and underemphasize knowledge and skills actually used while troubleshooting. Findings provide evidence that the use of functional flow diagrams during technical system instruction assists students in developing a more accurate conceptual understanding of the function of system components. The analysis of the verbal protocols reveals that most troubleshooters follow a similar process of troubleshooting: problem representation, fault isolation, and solution verification. The purpose of troubleshooting strategies is to help reduce the list of potential faults until the actual fault is identified. Strategies can serve two purposes: confirmation and exploration. Troubleshooters use various strategies to identify faults dependent upon factors such as level of expertise, type of system, and difficulty of the problem. Johnson (1991) has identified five common search strategies: trial and error, exhaustive, topographic, half/split, and functional. Although most troubleshooters rely on one or two favorite strategies, each strategy is useful under certain circumstances. (Contains 26 references.) (YLB)
Publication Type: Speeches/Meeting Papers; Reports - Research
Education Level: N/A
Authoring Institution: N/A
Note: Paper presented at the American Vocational Association Convention (Denver, CO, December 2, 1995).