APPLIED DIAGNOSTICS AND

TROUBLESHOOTING
INTRODUCTION

© 2002 Caterpillar Inc.

 MASTERMIND
AVAILABLE COLORS:
 TROUBLESHOOTING TRAITS
NOVICE EXPERT

Poor System Knowledge Excellent System Knowledge

Act on Instinct not Logic Logical Methodical Approach

Does not Use or Know Resources Uses all Resources Available

Does not Use or Know Tests Knows What Tests to Perform

Does not Use or Know Test Equipment Knows How to Use Test Equipment

Does not See the Big Picture Sees the Big Picture
SEVEN LINKS OF A CHAIN
SEVEN LINKS OF A CHAIN
SOLUTION

DAY 2 DAY 1 DAY 4

Day 1 = Day 1
Day 2 = Day 2 (Return Day 1)
Day 3 = Day 2 + Day 1
Day 4 = Day 4 (Return Day 2 + Day 1)
Day 5 = Day 4 + Day 1
Day 6 = Day 4 + Day 2 (Return Day 1)
Day 7 = Day 4 + Day 2 + Day 1
 TROUBLESHOOTING STRATEGIES
• Shotgun Approach - "Parts Replacer"

• Thorough Search Approach - "Test Everything"

• System Approach - "Get the Schematic"

• Split Half Approach - "Divide the System in Two"

• Knowledge Based Search - "Picture the System"

SIX TOOTHPICKS
SIX TOOTHPICKS
SOLUTION

BUILD A PYRAMID
TROUBLESHOOTING PROCESS FLOWCHART

Receive, Interpret
Report Apply Selected
Process

Does
Problem N Identify Root Cause,
Truly Generate Solution
Exist?

N
Solved?
Operator Y Clear Problem
Induced? Instruct Operator

Y
N

Repair and Follow up

Look for Obvious Complete paperwork
Check Basics

Gather Diagnostic Done

Aids and Info
TROUBLESHOOTING PROCESS FLOWCHART

• VERIFY
Receive, Interpret
Report • IDENTIFY Apply Selected
• INTERVIEW Process

• OPERATE
• DEFINE
Does
Problem N Identify Root Cause
Truly Generate Solution
Exist?

N
Solved?
Operator Y Clear Problem
Induced? Instruct Operator

Y
N

Repair and Follow up

Look for Obvious Complete paperwork
Check Basics

Gather Diagnostic Done

Aids and Info
TROUBLESHOOTING PROCESS FLOWCHART

Receive, Interpret
Report Apply Selected
Process

Does
Problem N Identify Root Cause
Truly Generate Solution
Exist?

N
Solved?
Operator Y Clear Problem
Induced? Instruct Operator

Y
N
• SIMPLE
Repair and Follow up
• QUICK Complete paperwork
Look for Obvious
Check Basics • CHEAP

Gather Diagnostic Done

Aids and Info
TROUBLESHOOTING PROCESS FLOWCHART

Receive, Interpret
Report Apply Selected
Process

Does
Problem N Identify Root Cause
Truly Generate Solution
Exist?

N
Solved?
Operator Y Clear Problem
Induced? Instruct Operator

Y
N

Repair and Follow up

Look for Obvious Complete paperwork
Check Basics

Gather Diagnostic Done

Aids and Info • DIAGNOSTIC TOOLS
• SERVICE INFORMATION
• PEERS OR SPECIALISTS
 TROUBLESHOOTING PROCESS FLOWCHART
• LIST POSSIBLE FAULTS
Receive, Interpret
Report • DEVISE TESTS Apply Selected
Process
• PERFORM TESTS
• COLLECT DATA

Does
Problem N Identify Root Cause
Truly Generate Solution
Exist?

N
Solved?
Operator Y Clear Problem
Induced? Instruct Operator

Y
N

Repair and Follow up

Look for Obvious Complete paperwork
Check Basics

Gather Diagnostic Done

Aids and Info
TROUBLESHOOTING PROCESS FLOWCHART

Receive, Interpret
Report Apply Selected
Process

• ANALYZE TEST DATA

• IDENTIFY CAUSE
Does
Problem N Identify Root Cause
Truly Generate Solution
Exist?

N
Solved?
Operator Y Clear Problem
Induced? Instruct Operator

Y
N

Repair and Follow up

Look for Obvious Complete paperwork
Check Basics

Gather Diagnostic Done

Aids and Info
TROUBLESHOOTING PROCESS FLOWCHART

Receive, Interpret
Report Apply Selected
Process

Does
Problem N Identify Root Cause
Truly Generate Solution
Exist?

N
Solved?
Operator Y Clear Problem
Induced? Instruct Operator

Y
N
• COMPLETE REPAIR
Repair and Follow up
Look for Obvious • VERIFY REPAIR Complete paperwork
Check Basics
• DOCUMENT REPAIR

Gather Diagnostic Done

Aids and Info
 CASE STUDY

Bail Not Operating

627G Wheel Tractor-Scraper