One of the toughest challenges in teaching and coaching is when the would-be learner responds by saying “I know how to do it.” I’m sure such individuals are absolutely, positively convinced they know how to do “it” (whatever “it” may be). The question we as teachers and coaches ponder, however, is, “Do they know how to do ‘it’ the RIGHT way, the proven and standardized way?” Allow me to share a recent experience.
ALLOW ME TO SHARE A RECENT EXPERIENCE
While working with a client’s new security system, I had an opportunity to troubleshoot some problems with the broadband Internet connections. The site had upgraded its system to send alarms and record intrusions in the facility. High-speed Internet access was installed for the off-site technician to remotely access the NVR (recorder) for program changes and troubleshooting. A second function of the high-speed Internet access was to let facility management receive intrusion notifications, see all security-camera views, and send alarms as needed from their smart phones.
This was a giant step forward for the facility. All of the components had to be seamlessly connected and function as designed for the system to deliver results. The components included ultra-high-definition security cameras, CAT5e network cabling installed in conduit, RJ45 connectors, a 16-channel NVR, video monitor, broadband Internet modem, router, and Internet service provider (ISP) cables connecting the building system to the site’s network.
The security system within the facility worked perfectly immediately upon installation. Each camera was adjusted to capture the vulnerable spots. The on-screen full color definition was perfect, day and night.
The only problem was the new Internet connection. While it was clearly fast and seamless, it had random signal drops. After spending hours on the phone with ISP home-office representatives trying to troubleshoot the system, they decided to dispatch a technician to the site. That, of course, took another day out of the startup schedule.
The ISP technician was sharp—the provider’s top-level QC guy. He plugged in his system analyzer, looked at all the equipment, and checked every cable connection from the modem to the main line on the telephone pole outside the facility. In the process, he located two possible problems: 1) the installed router had a reputation for dropping signals, and 2) there were several signal weaknesses in the main cable into the facility.
As the ISP’s top-level QC guy, this technician knew the modem was a possible problem, and he never would have installed that particular model in a business. Apparently, the first technician did not know of that problem with these types of modems. So, the new guy swapped out the existing modem and proceeded to the cable problem.
The cable showed three weak signal locations at various points outside the main building. We noted that after the previous installation, the cable had been run across one of the driveways— meaning that vehicles would routinely drive over it. “That was a problem from the beginning,” the ISP technician said. “Any concentrated pressure on the cable can cause a weak spot and affect the signal.” He immediately disconnected the old cable into the building and installed a new one. Burying it underground and under the driveway would be done the next day.
At this point, the system was working great—no interruptions, faster than before, and ultra-clear signals from the security system.
The crew assigned to bury the cable showed up the next day, ahead of schedule. They located and removed the old cable and prepared a trench of sorts for the new one. They used the existing cut through the driveway asphalt and hand-dug short distances to the power-pole connection point.
WHAT’S THE PROBLEM HERE?
As the crew was burying the cable, I watched their technique: Dig a narrow slot in the ground with the shovel, drop the cable in, and press it down into the dirt with the end of a 1-inch-diameter PVC pipe. I noticed that the pipe was bending the cable with each push. Hmmmm. . .
I’m convinced the trenching technicians “knew how to do it” because they had always “done it that way.” In the back of my mind, though, I could still hear the admonition from the ISP’s QC technician that “any concentrated pressure on the cable can cause a weak spot and affect the signal.”
Maybe, it’s only a matter of time before the signal begins to degrade. Then what happens? Sometimes, it’s the least skilled, most basic procedure that causes the biggest problems with a high-tech system. Stay tuned.TRR
ABOUT THE AUTHOR
Bob Williamson is a long-time contributor to the people-side of the world-class-maintenance and manufacturing body of knowledge across dozens of industry types. His background in maintenance, machine and tool design, and teaching has positioned his work with over 500 companies and plants, facilities, and equipment-oriented organizations. Contact him directly at 512-800-6031 or bwilliamson@theramreview.com.
Tags: reliability, availability, maintenance, RAM, workforce issues, technical training
