Learning to Troubleshoot: A New Theory-Based Design Architecture

Abstract

Troubleshooting is a common form of problem solving. Technicians (e.g., automotive mechanics, electricians) and professionals (physician, therapists, ombudspersons) diagnose faulty systems and take direct, corrective action to eliminate any faults in order to return the systems to their normal states. Traditional approaches to troubleshooting instruction have emphasized either theoretical or domain knowledge about the system or specific troubleshooting procedures. These methods have failed to develop transferable troubleshooting skills in learners. In this article, we propose an architecture for designing learning environments for troubleshooting. The architecture integrates experiential, domain, and device knowledge in a learning system that enables learners to generate and test hypotheses for every action they take, relate every action to a conceptual model of the system, and query experienced troubleshooters about what they would do. The architecture includes three essential components: A multi-layered conceptual model of the system that includes topographic, function, strategic, and procedural representations; a simulator that requires the learner to generate hypotheses, reconcile the hypotheses to the system mode, test the hypotheses, and interpret the results from the test; and a case library that uses a case-based reasoning engine to access relevant stories of troubleshooting experiences as advice for the learner. This novel architecture can be used to develop learning environments for different kinds of troubleshooting. 78 Jonassen and Hung WHAT IS TROUBLESHOOTING?Troubleshooting is among the most common types of problem solving. Whether troubleshooting a faulty modem, a multiplexed refrigeration system in a modern supermarket, or communication problems in an advertising agency, troubleshooting attempts to isolate fault states in a system and repair or replace the faulty components in order to reinstate the system to normal functioning. Troubleshooting is normally associated with the repair of physical, mechanical, or electronic systems. However, organizational ombudsmen, such as employee relations managers, customer relation specialists, consumer advocates, public relations specialists, and human resource directors are also troubleshooters. These people are responsible for handling complaints that represent fault states that must be repaired in customer relations systems. Individuals in their everyday lives engage in personal troubleshooting associated with self-change, especially when related to addictive behaviors (Prochaska et al., 1992). Medical and psychological diagnoses also involve troubleshooting.On the continuum of problems from well-structured (algorithms, story problems) to ill-structured (systems analysis, design), troubleshooting problems are in the middle (Jonassen, 2000). Troubleshooting problems:• appear ill-defined because the troubleshooter must determine what information is needed for problem diagnosis (which data about the electrical and fuel systems are needed in troubleshooting...

The role of modeling in troubleshooting: An example from electronics

“…Troubleshooting can be subdivided into four tasks [7,8] process of constructing models of the measurement and physical systems, comparing measurements to predictions, proposing explanations for discrepancies, and revising models and/or apparatus. Darker shades of gray correspond to EMF phases common in the troubleshooting process.…”

Problem-Solving Strategies Among Culinary Arts Students in Community Colleges

“…Problem solvers must develop an understanding of the causal relationships that comprise the problem space for any problem (Jonassen, 2013;Jonassen & Hung, 2006). To enhance causal reasoning, influence diagrams, question prompts, simulations and modelling tools can be used (Jonassen, 2013;Jonassen & Ionas, 2008).…”

Student Teachers’ Self-Appraised Problem-Solving Ability and Willingness to Engage in Troubleshooting Activities

“…Jonassen and Hung (2006) noted that people in the technological disciplines (e.g., automotive mechanics, electricians, refrigeration service men) and professionals (physician, therapists, ombudspersons) do troubleshooting every day, diagnosing faulty systems and taking direct, corrective action to eliminate any faults to return systems to their normal states.…”