Don’t ignore the operator when searching for root cause

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Something was wrong with our washing machine.  The wash cycle was longer than normal.  The problem seemed intermittent at first, but then it became persistent across all wash cycles.  Preliminary investigation revealed the cycle got stuck on spin.  Now, I am normally not allowed to operate the washer with real clothes; this is my wife’s realm.  But when she has a problem, I have a problem.  Her solution was to buy a new washer, even though this one was barely 3 years old.  I was hoping for a cheaper solution, but it would require investigative time and data collection. 

So I observed the washer.  When it got to the first spin cycle, it kept spinning, rather than advancing to…

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