遇到問題時，你的目標是剖析問題的根源——具體到哪些人、哪些設計導致了問題的產生，並探究人和設計造成的問題是否帶有一定的規律性。導致無法準確診斷問題的最常見原因有哪些？根據我的發現，人們最常犯的錯誤就是把遇到的問題當成一時的差錯，而沒有藉機對機器的運轉進行診斷，以便實施改進。他們即時動手解決問題，卻忽視了問題的根源，導致失敗頻頻發生。全面、準確的診斷儘管要耗時多一些，但對未來大有益處。人們最常犯的第二個錯誤是診斷時不點明個人。如果不把問題與造成問題的個人掛鉤，不探究他們失敗的具體原因，就不會促進個人和機器做出改進。第三個最常見的錯誤是未能把這次診斷中吸取的教訓與之前的教訓聯絡起來。要確認某個問題（“哈里很粗心”）的根源是某種規律使然（“哈里總是很粗心”），還是相反（“這樣粗心真不像哈里”）。When you encounter problems, your objective is to specifically identify the root causes of those problems—the specific people or designs that caused them—and to see if these people or designs have a pattern of causing problems. What are the most common reasons for failing to diagnose well?The most common mistake I see people make is dealing with their problems as one-offs rather than using them to diagnose how their machine is working so that they can improve it. They move on to fix problems without getting at their root causes, which is a recipe for continued failure. A thorough and accurate diagnosis, while more time-consuming, will pay huge dividends in the future.The second most common mistake people make is to depersonalize the diagnosis. Not connecting problems to the people who failed and not examining what it is about them that caused the failure will not lead to improvements of the individuals or the machines.The third biggest reason for failure is to not connect what one is learning in one diagnosis to what was learned in prior ones. It is important to determine whether the root cause of a particular problem (“Harry was careless”) is part of a larger pattern (“Harry is often careless”) or not (“It’s unlike Harry to be careless”).
