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Executing the Problem Solving method

The goal of this lesson is to give you the experience of working together as a student led team
engaging in the problem solving repair strategy. You will work as a team, given a malfunctioning
computer and asked to repair it using the problem solving method. You will need to understand
the dilemma, formulate a strategic plan, and think about the consequences (including time and
money) before beginning the repairs.
The instructor will introduce the basic method and structure of the problem solving method and
the materials you will be working with. Each group will delegate the actions that need to be
taken among its members while monitoring each other to make sure you are successful.
Gathering Information: The class will be divided up into small groups and you are all asked to
determine the problem, devise a solution and decide on a plan of action. This requires you to
look for the causes of the problem, and diagnose its true cause. Next you will need to develop
and define possible acceptable solutions, including identifying the parts needed, locating them
and the costs involved.
Diagnosing the problem: The exercise will involve thinking about the problem while keeping
an open mind and not jumping to conclusions before all the information is accumulated. This
requires you to explore the dimensions of the malfunctioning equipment, consider all the
possible causes and diagnose the true cause.
Developing a solution: Next you will need to develop and define possible and acceptable
solutions. This includes identifying the parts needed, locating them and determining the costs
involved before obtaining them. An acceptable solution needs to be affordable and able to be
completed within a reasonable amount of time. You may have to contact the customer if you
havent determined the maximum budget you have for the repair. Identifying the problem as too
expensive may be an acceptable solution in that it will give the customer the information needed
to justify replacing the unit with a new one.
Write a plan of action: Developing and listing all the steps in a plan before taking any action is
vital to an efficient repair. This will prevent wasting time and resources on blind alleys while
greatly improving the possibilities of a successful outcome.
Executing the plan: This will include obtaining the tools and parts, if necessary. Preparing the
work space and carrying out the steps. The groups must share in the tasks to give every member
a role in the exercise.
Testing the solution: Each group must test the repair or replaced parts to make sure the problem
is resolved.
This exercise in self direction will improve your ability to use the problem solving method and
work with others effectively in the future. The lesson will be successful if you all take
ownership in the process and execution of the lesson while you are learning not only problem
solving but how to work with others in a group.
Documenting the Solution: You need to record the steps and the fix you applied. This is in case
the problem occurs again, results in unintended consequences that require changes to the
solution.

Trouble Shooting Steps

1. Gather Information
2. Back Up the System
3. Select the Most Probable Cause
4. Verify the Cause
a. Escalate the Problem When Necessary
5. Create an Action Plan
6. Fix and Test the Solution
7. Ensure Satisfaction
8. Document the Solution

Executing the Problem Solving method - _questionnaire

Name _________________________

Date ___________

1. Did your group determine the problem?

_______________________________________________________________________
2. Were the steps of the problem solving method helpful in solving the problem?
______________________________________________________________________
3. Did your group solve the problem?
______________________________________________________________________
4. Do you think your group work together well?
______________________________________________________________________
5. Did you share in the group discussion about identifying the problem or developing the
solution? _____________________________________________________________________
6. Were you comfortable working together?
________________________________________________________________________
7. What are the problem solving steps?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
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