Troubleshooting methods for Problem Control activities as part of the Process Management (PRM)

Ishikawa Diagram
Ishikawa diagram or often called the cause-and-effect diagram or tree diagram or Fishbone diagrams, visually showing the various factors that affect the quality characteristic, outcome, or a problem. The main effect of the preparation of this diagram is the increased understanding of one's will a problem and sharpen the results of analysis carried out in the discussion. In an Ishikawa diagram is usually a problem is represented by "tree". The main factors of the problem is represented as a "branch" while the secondary factors as a "branch", and so on.

Kepner and Tregoe Analysis
Kepner and Tregoe stated that the analysis of a problem must be a systematic process to solve the problem and should optimally utilize the knowledge and experience of a troubleshooter. Systematically, the method is divided into 5 phases of activity:
1. Defining the problem.
2. Describe the problem based on the identity, location, time and size.
3. Structuring the possibilities solution.
4. Testing the most probable solution.
5. Verify the actual cause.

Defining the problem
Problems should be defined by describing what happened deviation of service level agreed upon with the user.

Describe the problem based on the identity, location, time, and size
Describe the problem using the following aspects:
• Identity: Which part functioning and not, and what's the problem?
• Location: where the occurrence of the problem and the problem does not occur?
• When: when the problem? How often does this problem occur?
• Size: how big this problem occur?

Structuring the possibilities solution
The output of this activity is a list of possible root of the problem.

Testing the most probable solution
Every possible root of the problem must be analyzed and tested the solution accuracy.

Verify the actual cause
The most likely solution to be verified before it is implemented to overcome the problem.