The effects of network size and component test reliability (intermittency) on troubleshooting performance and strategy selection were investigated using a computer-based, fault-finding program (Networker). By testing system components and output devices, the subjects' task was to find the faulty component in a computer-based problem. Subjects were required to troubleshoot 18 problems. Results indicated that, as intermittency levels increased, problems became more difficult to troubleshoot. Unexpectedly, subject performance was less predictable as network size increased. As the problems increased from small- to medium-sized, subjects required more actions and more time to solve the problems. However, subjects performed more efficiently on the large-sized problems than they did on the medium-sized problems. Post-hoc examination indicated that other factors may have influenced complexity in addition to problem size.
['John A. Allen', 'Ross C. Teague', 'Rose Ellen Carter']
The effects of network size and fault intermittency on troubleshooting performance