A user calls to report that shes unable to log on to e-mail, and you ask a couple of questions. Because you know that no
A user calls to report that she’s unable to log on to e-mail, and you ask a couple of questions. Because you know that no one else is using the network right now, you can’t determine whether the problem is unique to her machine or affects the entire network. Probing further, you learn that she’s also unable to print. You decide this problem is probably easier to troubleshoot from the user’s computer.
Using the eight-step problem-solving process, outline the items you must check and the questions you must ask when you arrive at the user’s office.
b. Based on the possible responses to your questions, describe the actions you will take to correct potential causes of this problem.
Step by Step Solution
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There are 3 Steps involved in it
Step: 1
Solution The Eight Step Problem Solving Process Clarify the Problem Breakdown the Problem Set the Target Analyze the Root Cause Develop Countermeasures Implement Countermeasures Monitor Results and Process Standardize and Share Success Clarify the Problem First being anything that is a deviation from the standard Second could be the gap between the actual condition and the desired condition Third being an unfilled customer need Breakdown the Problem Begin to breakdown the problem into more detailed and specific problems Remember as you breakdown your problem you still need to see the smaller individual problems with your own eyes Set the target Attention should now turn towards focusing on what is needed to complete the project and how long it will take to finish Analyze the Root Cause It will help you identify the actual factors that caused the issue in the first place More often than not there are multiple root causes to analyze Develop Countermeasures Use that information to develop the countermeasures needed to remove the root causes Once youve developed your countermeasures you can begin to narrow them down to the most practical and effective based off your target Implement Countermeasures Implementing one countermeasure ...
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Step: 2
Step: 3
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Authors: Michael Watson, Sara Lewis, Peter Cacioppi, Jay Jayaraman
1st edition
133017370, 978-0133017373
