I want to look at two problem management methods Data Driven Troubleshooting and Kepner Tregoe.

Data Driven Troubleshooting Method

Define the Problem
Set out what the problem actually is and what you already know. Decide what data is required.

Iterative Cycle
Capture only the data required for analysis of the problem. Too much data can be overwhelming. Analyze the data collected and create an action plan. Iterate until resolution is identified.

Refine the Scope
Some of the issue can be ruled out after initial investigation and the data requirements can be changed for further anaylsis. NOTE: for intermittent problems an attempt should be made to reproduce them

Kepner Tregoe

“Kepner Tregoe Problem Solving and Decision Making method is the creation of structured, systematic processes which are used to maximise the critical thinking skills of key stakeholders in a particular situation, problem (potential or real), decision or opportunity..”

The Methodology

Step 1. Define the problem
Define the problem in a clear and thorough manner. Use of brainstorming tool such as a spray diagram

Step 2. Describe the Problem
The following questions help describe what the problem is

• Identity. Which part does not function well? Have any changes been made that might have caused the differences? What is the problem?
• Location. Where does the problem occur?
• Time. When did the Problem start to occur? How frequently has the Problem occurred?
• Size. What is the size of the Problem? How many parts are affected?

Investigate which similar parts in a similar environment are functioning properly. With this, an answer is formulated to the question What COULD BE but IS NOT? Search effectively for relevant differences in both situations and check what recent changes could be the cause of these differences. It is helpful to draw a cause-and-effect diagram sometimes known as the Ishikawa diagram, tree diagram or fishbone diagram. The Ishikawa diagram displays the factors that affect a particular quality characteristic, outcome or Problem and facilitates brainstorming to highlight the causes not the symptoms.

Step 3. Establish possible causes
List the differences and changes mentioned. This list will be a list of possible causes of the problem

Step 4. Test the most probable cause
Form the list each possible cause needs to be assessed to determine whether it could be the cause of all the symptoms of the problem. Create a root cause table with the questions and answers

Step 5. Verify true cause
Test the most probable causes and compare them with step 2 'describe the problem'. Eliminate solutions which are not valid and verify the route cause. Try to recreate the problem situation. Once the fault has been recreated a permanent fix needs to be put in place. It may be that other problems appear with the same route cause. An holistic review requires that

• Is the problem likely to appear again elsewhere?
• Has the problem occurred in the past?
• Are procedural changes required?

Tools:

There are various tools to help identify issues within SQL Server.

• SQL Error Logs
• SQL Agent Logs
• Windows Event logs
• Performance Monitor
• SQL Profiler
• DBCC, DMVs
• Performance Dashboard
• SQL Nexus, PSSDiag, SQL Diag
• Database Tuning Advisor
• Wait Stats
• PSSBlocker80
• Estimated vs. Actual Excution Plans
• Stack Dumps

The Improvement Process

A few tools to aid in the improvement processes for collecting, monitoring, goal defination and increasing performance

Plan - Do - Check - Act

This is an improvement cycle which provides a framework for structured and disciplined improvement activity.

Plan

• Select an opportunity for improvement
• Identify desired outcome
• Define the problem
• Collect data for analysis
• Define and map the current process
• Analyse for root causes
• Find a solution
• Prepare plan to implement

Do

• Implement the solution

Check

• Monitor and evaluate progress against plan
• Determine reasons for deviation

Act

• Take corrective action or deviations
• Standardise the process
• Make successful solutions permanent
• Reflect

SWOT Analysis

SWOT Analysis is a graphical way of summarising a particular process, process, product, department or organisation in terms of its strengths, weaknesses, opportunities and threats to assess the robustness of your project plan and identifying areas for action. Start with Brainstorming the four areas

Benchmarking

Benchmarking is the process of learning from others, as a basis for setting goals and idetifying processes for improvement in performance. The benchmarking 7 step process