A user calls to report that she’s unable to log on to e-mail, and you ask a coup

Question

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.

Explanation / Answer

The Eight Step Problem Solving Process

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 you’ve 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 at a time to monitor the effectiveness

Monitor Results and Process

            As mistakes happen and countermeasures fail, you need a system in place to review and modify them to get the intended result.

Standardize and Share Success

            Continuous improvement never stops; it is time to tackle the next problem. Start the problem solving process over again and continue to work towards perfection.

The troubleshooter ask the Questions while troubleshoot the email problem

These questions are asked to user by troubleshooter. Then he/she given the response to question then troubleshooter analyze the problem and take the necessary action to ratifies the problem and give the solution.

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