The Challenges of Troubleshooting

Abstract

Troubleshooting work presents electrical and other workers with a challenging combination of physical hazards, working conditions, and time pressure, which can lead to unwanted outcomes if not carefully managed.Summaries of several incidents in which workers were injured or at risk of injury while performing troubleshooting work are presented, identifying organizational weaknesses and error precursors that contributed to each incident.The primary challenges include:Deranged equipment. Equipment that needs troubleshooting is not in a normal operating condition. Actions that are safe when the equipment is in a normal state may not be safe in the deranged state.Work planning and control. The steps taken in troubleshooting are most often determined by the results of the immediately previous diagnostic test, making effective work planning challenging.Multiple types of hazards. Most equipment will present a troubleshooting worker with several types of hazards, including hazardous energy as defined in 29 CFR 1910.147. Portions of the troubleshooting activity may be infeasible without these hazards present.Time pressure. Restoring operation of failed equipment often involves an explicit or implicit sense of urgency.Equipment design and construction. The physical construction of the equipment in large part will determine to which hazards troubleshooters may be exposed. It will also determine which hazards may be encountered while performing the servicing needed to restore the equipment or system to operation.There are effective methods for addressing each challenge, most of which require a combination of advance preparation and management commitment.