Goals and Processes
We'll get into the practice of being systematic by making sure we all agree on the basic goals of the process and by reminding you of some important ideas and tasks to keep in mind as you work—things that may not be obvious, but that we've found very useful.
Success and Speed: Two Troubleshooting Goals
We believe that how you go about a process is as important as its outcome—in this case, that an efficient and logical approach to troubleshooting will help you find and resolve an issue. To that end, bear in mind these two equally important goals: Fix a product properly, and fix a product quickly.
Fix a Product Properly
Fixing a product properly is the first of two major troubleshooting goals. It results from many elements working ...
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