遇到问题时，你的目标是剖析问题的根源——具体到哪些人、哪些设计导致了问题的产生，并探究人和设计造成的问题是否带有一定的规律性。导致无法准确诊断问题的最常见原因有哪些？ 根据我的发现，人们最常犯的错误就是把遇到的问题当成一时的差错，而没有借机对机器的运转进行诊断，以便实施改进。他们即时动手解决问题，却忽视了问题的根源，导致失败频频发生。全面、准确的诊断尽管要耗时多一些，但对未来大有益处。 人们最常犯的第二个错误是诊断时不点明个人。如果不把问题与造成问题的个人挂钩，不探究他们失败的具体原因，就不会促进个人和机器做出改进。 第三个最常见的错误是未能把这次诊断中吸取的教训与之前的教训联系起来。要确认某个问题（“哈里很粗心”）的根源是某种规律使然（“哈里总是很粗心”），还是相反（“这样粗心真不像哈里”）。 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”).
