8.6 Describe the problem

Describing the problem according to a standard methodology is a helpful heuristic in the early stages of diagnosis. When you collect information to describe the problem, think of yourself as a reporter who will have to describe the problem to people who have no opportunity to observe the situation directly.

Table 8.1 shows a standard approach to describing a situation or problem. The focus is on those things that occurred, existed, or were observed versus those things that did not occur, did not exist, or weren’t observed.

Table 8.1: Questions about State
	Is	Is Not
What (identity)
When (timing)
Where (location)
How much, how many (extent)

Table 8.2 shows another standard approach to describing a situation or problem. The focus here is on the difference between the normal or expected situation and what actually happened.

Table 8.2: Questions about Differences
	Difference/Change	Effect
What (conditions, activities, components)
When (status, schedule, process)
Where (physical location)
How (omitted, extra, or out-of-sequence action)
Who (actors, observers, supervisors)