Information Gathering

Learn the steps involved in interviewing and researching to obtain information about a malfunctioning system and the importance of investigating the normal operation and history of the system.

Prerequisites

Introduction to Troubleshooting is recommended.

Description

This is the second lesson in the iKNOW Troubleshooting Skills: Developing Logical Thinking Library. This lesson presents the steps involved in interviewing and researching to obtain information about a malfunctioning system and the importance of investigating the normal operation and history of the system. The relationship between symptom and cause is also explained.

Objectives

Describe how to obtain information about a malfunctioning system. Explain the importance of comparing the symptoms of a problem to the characteristics for normal operation. Describe sources of information concerning normal operations. Describe sources of information concerning the background of a problem. State the relationship between a symptom and a cause.