A field-based study of troubleshooting in computer-controlled manufacturing systems

Methods are described for collecting and analyzing data derived from the observation of troubleshooting in computer-controlled manufacturing systems. The data were collected by direct observation of troubleshooting episodes and by obtaining retrospective reports from the subjects immediately following the episodes. To analyze the data, the following attributes of each activity within each episode were characterized: the information source consulted, the beliefs held, the action performed, and the reasons given. Initial findings concerning information acquisitions, information utilization, and sources of difficulty in troubleshooting are presented. The authors found that troubleshooters consult a multiplicity of information sources, of which the displays to process control computers is but one of many sources referred to frequently