Troubleshooting, or troubleshooting, is a troubleshooting process based on the logical and systematic identification and resolution of problems based on identified symptoms. This process is formalized in procedures that identify the root causes of a malfunction by progressively eliminating known causes. Today these procedures are created during the design of the systems concerned. These systems can have lifespans of several decades, and it is understandably complicated to anticipate the root causes of future breakdowns at such long horizons.
Have structured management of procedures
Troubleshooting procedures are nowadays formalized in often cumbersome documentation. The most complex systems are made up of thousands of elements, most of which can be the cause of one or more failure symptoms. Moreover, the appearance of multiple symptoms or their context of appearance can have a different meaning than the appearance of a single symptom. This complexity is difficult to deal with in a “flat” document. The first approach of an intelligent trouble shooting system is therefore to build a repository structured in unitary elements linked together. Thus one can differentiate procedures according to the appearance of a set of symptoms in a given context.
Fig.1: Example of a data structure for managing troubleshooting procedures
Intelligence is about continuing to learn
Troubleshooting operations can be carried out at various locations, at the factory, at the maintenance station or at the place of use. In order to effectively learn these situations, it is essential to centralize all Troubleshooting Experience Returns. The user must be able to share his knowledge, for example by sending a comment to the author of a procedure to report an improvement or a possible error. The user should also be able to indicate whether the problem has been solved and rate the quality of the procedure he has just followed. This feedback is stored in a central system and can be used to improve troubleshooting guides, but also to improve product design.
Finally, with the knowledge of the previous situations, it is possible to produce probability calculations on the actions of the procedure in order to optimize their order and speed up the resolution of the problem, taking into account all the inputs of the problem such as the time available, the cost of the actions, the tools available…
Fig.2: Example of Troubleshooting Procedure on TEEXMA®
Facilitate autonomous decision making
An intelligent troubleshooting tool must be more agile and visual than heavy documentation, more intuitive than troubleshooting manuals, and must link to other interesting business elements.
It is therefore important to choose a structuring software tool, adaptable to your business in order to offer a contextualized troubleshooting guide that takes into account past incidents. Thus, the user will be able to make the best decision, taking into account various constraints such as the tools available or the number of spare parts in stock.
Once the causes have been identified, the user only has to let himself be guided in the resolution of his problem by clicking on the answers proposed by the system.
With a well-designed procedure, the user benefits from the logic of an expert and can solve the problem himself, thus increasing productivity
The company BASSETTI with its Technical Expertise Management is committed to implement methods, tools and IT processes to structure, archive and disseminate this knowledge with high added value within the company.
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