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Ive been working in the world of computers for 23 years, and Ive learned alot about problems during that time. Ive found a few rules which, iffollowed, make it easier to find, understand, correct and verify problems.Rule #1: Dont assume you understand the problem. This is one of the classicmistakes of problem solving - you think you understand whats going on, butyou didnt look deep enough or get enough information to really get it.Before starting to solve any problem, be sure you spend some time and beabsolutely sure you understand exactly whats going in.Rule #2: Dont assume that the person who reported the problem understandsthe problem either. In the computer field, Ive found that users will reportproblems in many different, often bizarre ways. Sometimes they will describeit in such a manner that it appears to make sense, but actually what theyare describing has no relation to the problem at all. Remember, most peopledo not understand computers and the related technology at all, so they tendto piece together descriptions based upon what they have heard, what theythink they know and what people have told them.Rule #3: Duplicate the problem. Always, always, always duplicate any problembefore you start working on finding a solution. Why? See Rule #4. Inaddition, if you can make a problem occur again, there is a much betterchange that you really do understand whats going on (rule #1).Rule #4: You cannot know you have solved a problem unless you followed Rule#3. The only way to be sure that a problem is solved is to fix it, thenexactly replicate what happened. The sequence is simple: duplicate theproblem, fix the problem, then try and duplicate it again. If youve exactlyreplicated the issue, then you can be reasonably sure youve fixed it.Rule #5: Dont assume someone else understands the problem. If you need todelegate the problem to another person, or if you are receiving instructionsfrom another person to solve the problem yourself, do not ever assume theyunderstand what they are talking about. Always follow Rule #3 to be sure YOUunderstand the problem. Do not take anyone elses word for it. If youdelegate the problem, make sure the person you give it to follows Rule #3.Rule #6: Dont assume you have just one problem. Sometimes things are morecomplicated than they seem. Its never a good idea to assume that there isjust one problem to be solved. Throughout the entire problem solvingprocess, keep your eyes open and find any additional problems that you maysee.Rule #7: Dont assume there is more than one problem. Also, dont make theassumption there is more than one problem either. How do you follow rules #6and #7? Just base your conclusions upon what exists, not upon yourassumptions or what others have told you.Rule #8: Dont assume there is a problem at all. Just because someonereports a problem does not mean there is actually a real problem. I rememberwhen I got very upset because my car was making a strange noise. I broughtit to the mechanic and had him spend hours checking my car to fix the noise.As it turned out, the noise was normal and was not a problem. Hours wastedwhen there was no problem at all. If the mechanic had followed Rules #2, #3and #8, I would have been out of the shop in a few minutes.Rule #9: Dont assume you dont have a problem either. Again, dont makeassumptions. Base your conclusions upon what exists, not what you assume toexist.Rule #10: Dont assume the problem is the same as an earlier problem. Imanage a number of computer systems. One of the functions of these systemsis to fax several thousand purchase orders to venders over night. One daysomeone reported that they could not see any failures, and its unheard offor no faxes to fail. I assumed. mistakenly, that this was a failure in thereport, which had happened before. Thus I put the incorrect priority on theissue and didnt look at it until the afternoon. When I looked, I discoveredto my horror that ALL faxes had failed (which caused the failure list tofail also, as it made an assumption that at least ONE fax would work). Thiscaused incredible grief which could have been avoided had I actually lookedinstead of making an assumption.Rule #11: Dont assume its a computer error. Not all problems are caused bymachines. You could spend countless hours trying to fix something that wasactually a data entry error or had some other human cause.Rule #12: Dont assume its not a computer error. By now you shouldthoroughly understand this. Dont make assumptions. Look and form yourconclusions based upon the evidence that exists.Rule #13: Dont trust the documentation. Use technical documentation as aresource, but do not assume it is correct. Programmers are notorious forallowing their documentation to slip into uselessness. Thats just the waythe world is, so dont beat your head over it. Read any documents you canget your hands on, but also look at the code and anything else pertinent.Rule #14: Dont assume it ever worked. Many years ago, I had the assignmentto convert a plotting package from one computer system to another. Itappeared to be a simple project (I violated Rule #15) so we just moved thecode to the new machine and tried to run it. Several errors occurred(squares not square and triangles not triangular), and these did not occuron the original machine. We spent months (literally!) trying to figure outwhat we did wrong. As it turned out, we violated rule #14. The code was inthe middle of being modified, and the programmer who was doing themodifications quit and didnt tell anyone. Thus, the code we were usingnever worked, and thus, well, we didnt do anything wrong. Once we had theproper code (from an old backup) it really was very simple.Rule #15: Dont assume its simple or complex. Just remember it is what itis. Some problems are simple and some are complex. Dont assume either untilyou have done your analysis.Rule #16: Dont assume maliciousness. If you find a human error, dontassume it was malicious. Generally, human errors are the result ofincompetence - the person did not understand what he or she was doing. Startwith training to correct human errors - you can move to harsher methodslater if training doesnt work.I hope these rules are of value to you in your problem solving endeavors.

About the Author

Richard Lowe Jr. is the webmaster of Internet Tips And Secrets athttp://www.internet-tips.net - Visit our website any time to readover 1,000 complete FREE articles about how to improve your internetprofits, enjoyment and knowledge.