1. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Trouble Shooting How it REALLY Works Presented by: 1

2. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 2 Input Data Knowledge Experience Judgment Records Logs Advice Quality Good Questions Gather Sort Organize Evaluate Information Quality End Result Appropriate Action Taken Costly, Time Consuming, Inappropriate Action Avoided Quality Trouble Shooting Logic

3. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 3 A Deviation Desired Outcome Observed Outcome What is the Desired Outcome? What is the Observed Outcome? Are they the same? Based upon the information available would a knowledgeable person (or group of people) be able to determine the cause of the Deviation? Should effective action be taken before finding the cause of the Deviation? Observed Outcome Deviation

4. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Deviation Statement Right now, what information indicates that a Deviation exists? Specifically, what unit (or group of identical units) has the defect? Specifically, what is the defect? One unit or group of identical units - one defect What does the Deviation look like, sound like, feel like, smell like, taste like? Be specific. State the Deviation in terms that can be explained by the 5 senses. Unit = what “has” the defect Defect = what is “wrong” with the unit Deviation = unit + defect

5. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 5

7. PurrfectPaper Newtown Machine # 6 Dry End Newtown

8. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. PurrfectPaper Newtown Machine # 6 Dry End Newtown Oldville Cloudy Bay Valley View

9. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Note: We give you 6 different ways to LOOK at the life cycle of a process or system. Life Cycles at a Fast Food Place

10. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved.

11. 11 For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com 11 Trouble Shooting How it REALLY Works Presented by: