y-Based Learning Materials

(CB

COMPUTER SYSTEMS SERVICING NC II

COMMON COMPETENCY

Module Title:

Applying Quality Standards

Unit of Competency:

Apply Quality Standards

Prepared by: Mrs. Marina B. Dimayuga

CSS NC II Trainer

Prepared by:
Common Competency : Apply Quality Standards Page
Marina Brucal-Dimayuga
1
I
 Tables of Contents

Page

How to Use this Module.......................................................................................1

Introduction........................................................................................................2

Technical Terms..................................................................................................3

Learning Outcome 1............................................................................................4

Information Sheet 1.1..........................................................................................5

Self-Check 1.1.....................................................................................................6

Information Sheet 1.2..........................................................................................7

Activity 1.2..............................................................................................8

Learning Outcome 2............................................................................................9

Information Sheet 2.1........................................................................................10

Self-Check 2.1........................................................................................ 12

Learning Outcome 3..........................................................................................13

Information Sheet 3.1........................................................................................14

Self-Check 3.1...................................................................................................17

Answer Key..............................................................................................18

I
 HOW TO USE THIS MODULE

Welcome to the Module “Applying of Quality Standards”. This module contains

training materials and activities for you to complete.

The unit of competency “Apply Quality Standards” contains knowledge, skills and
attitudes required for a Computer Systems Servicing NC II course.

You are required to go through a series of learning activities in order to complete

each of the learning outcomes of the module. In each learning outcome there are
Information Sheets and Activity Sheets. Follow these activities on your own and answer
the Self-Check at the end of each learning activity.

Inside this module you will find the activities for you to complete followed by relevant
information sheets for each learning outcome. Each learning outcome may have more than
one learning activity.

Introductory Activity

o Direction:
o
o Supply the word that you think is
related or necessary the moment
your read the word “Quality
Standards”
o 1.
o 2.
o 3.
o 4.
o 5.
o 6.

ARRANGE ME
Direction: Below are jumbled letters. On your Journal/Notebook.
Write the correct spelling opposite the scrambled letters.

1. YAQTUIL = __________________________
2. BYDRULAITI= __________________________
3. TFOCWLARH= __________________________
4. RASDTNASD= __________________________
5. ZADSHAR = __________________________
Program/ Course: Computer Systems Servicing NC II
Unit of Competency: Apply Quality Standards
Module: Applying of Quality Standards

INTRODUCTION:

This module contains information and suggested learning activities on Computer

Systems Servicing. It includes training materials and activities for you to complete.

Completion of this module will help you better understand the succeeding module on
Computer Systems Servicing.

This module consists of 3 learning outcomes. Each learning outcome contains

learning activities supported by each instruction sheets. Before you perform the
instructions read the information sheets and answer the self-check and activities provided
to as certain to yourself and your teacher that you have acquired the knowledge necessary
to perform the skill portion of the particular learning outcome.

SUMMARY OF LEARNING OUTCOMES:

Upon completion of the module you should be able to:

LO1 Assess Condition of Received Equipment

LO2 Assess own work
LO3 Validate one’s work for quality improvement

ASSESSMENT CRITERIA:

Refer to assessment criteria of learning outcomes #1-3 of this module.

 TECHNICAL TERMS

Checklist - help organize data by category

durability - enduring; resisting wear

Flowchart - describes process in as much detail as possible by

graphically displaying the steps in proper sequence

hardware - refers to the electronic and mechanical components that make up a

computer system.

hazards - a risk; danger

Histogram - plots data in a frequency distribution table

hostile - being an enemy; unfriendly

ISO - International Standardization Organization

OHS - Occupational Health and Safety procedures

Pareto diagram- puts data in a hierarchical order which allows the

significant problems to be connected first.

PPE - personal protective equipment

Example: anti-static device
quality - essential character nature; degree or grade of excellence

Scatter diagram- shows how two variables are related and is this
used to test for cause and effect relationships.

standards - as one serving the emblem of a nation; something as accepted as a

basis for comparison
 Program/ Course: Computer Systems Servicing NC II
Unit of Competency: Apply Quality Standards
Module: Applying of Quality Standards

Learning Outcome #1: Assess Condition of Received Equipment

Assessment Criteria:
1. Work instruction is obtained and work is carried out in accordance with standard
operating procedures.
2. Received equipment is checked against workplace standards and specifications.
3. Faulty equipment related to work are identified and isolated.
4. Faults and any identified causes are recorded and/or reported to the concerned person-
in-authority in accordance with workplace procedures.
5. Faulty materials are replaced in accordance with workplace standard operating
procedures (SOP).

References:

 http://www.empf.org/empfasis/aug04/prop.htm

 http://www.lakeland.cc.il.us/~internal/policymanual/10fiscalaffairs/1026.POL.htm
 www.gao.gov/new.items/d0871.pdf]

 www.plant-materials.nrcs.usda.gov/pubs/nmpmcnl6045.pdf

 www.cdpr.ca.gov

 www.freepatentsonline.com

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Common Competency: Apply Quality Standards
Marina Brucal-Dimayuga 4
 Information Sheet 1.1
The student must relate material properties to product and process quality. These
are the factors that must be taken into consideration when choosing the right material
for their components and assemblies:

1. Selection of material

Material selection is one of the most common tasks for

design engineering. The ability to assess the material’s impact on
the performance of a produt is crucial for reliable performance.
Sometimes, buyers are also considering the label or name of the
company which are producing great quality of materials and are
known in the market. Examples are the name HP for printer and
Intel for some computer hardware.

2. Testing of material

The testing of material properties is widely understood to be the key to obtaining

data for a project, performing failure analysis, or understanding material interactions.
Material testing also provides information on the quality of incoming and outgoing
products.

3. Cost of material

The cost of material is also considered when buying or selecting materials for a
specific project. The amount may vary but never taken for granted the quality and the
reliability of the material. Will you buy material which is less expensive but worst
quality? Will you buy material which you cannot afford? People look for places which can
meet their standards and right cost for materials to buy.

The characteristic of the materials to be used for specific project must be:
 of good quality
- This is the most important factor when choosing materials to buy.
Products with good quality are long-lasting and safe to use because
you know that it follows certain standards before being
commercialized.
 reliable
- It means that you can be sure that it will perform its
function well, will operate safely and will give the best
it could give.
 suitable for the application/purposes
- Choose the materials which are very necessary to
make the project possible. Making a list of
products/materials to buy is a good trait of a wise
consumer. Products which are not to be used must
be crossed out.
 low cost
- It doesn’t mean that you will choose for the less expensive one and
exclude the quality. Low cost means you can afford to buy the
materials without hurting your pocket and assure of better quality .
 SELF-CHECK 1.1

I. Enumerate the following. On your Notebook/Journal.

1. Give three factors to be considered when choosing the right material?

______________________________________________
______________________________________________
______________________________________________

2. Give four characteristic of materials to be used for specific project?

______________________________________________
______________________________________________
______________________________________________

II. What Good Quality means?

______________________________________________
______________________________________________
______________________________________________
 INFORMATION SHEET 1.2

Fault Identification and Reporting

These are the things to be considered when:

A. Receiving Materials:

1. Match the packing slip to the items received and ensures that the materials are
destined on tour department.
2. That you are receiving the materials indicated on the purchase order with regard to
quantity and discount.
3. That the materials are in acceptable condition.
4. That terms regarding installation and/or set-up of equipment are met.

B. Receiving Reports

Whenever goods are received:

The person receiving the goods must document, using the

administrative software, that all goods were received for
each requisition before any payment can be made to the
vendor.

C. Return of Merchandise

When merchandise is received which is incomplete or

defective, the supervisor will return the materials to the
supplier or to the store where it was bought and make arrangements with the vendor for
replacement.

D. Make an Inventory Report of the Materials

All materials received must be listed and be reported to monitor how many
materials are already on hand, purchased or damaged. 

Effective management checks are an important means of providing assurance of

the integrity and security of the benefit processes. They are also useful in identifying
training needs; indicating possible weaknesses in procedure and ensuring the section
meets its accuracy target set for Best Value Performance Indicators purposes.
 
Methodology

The teacher will be the assessor. Students will be randomly assigned that will: 1.)
act as Quality Checker; 2.) responsible for monitoring and coordinating the checking
arrangements and; 3.) must generate reports when receiving the equipments.

  The Quality checker will record the date of receipt, name of the materials
purchased, quantity, official receipt number, signature of the person who bought the
materials and signed his name afterwards. The Quality checker will identify if the
materials are in good condition or damage and /or needing for replacements. This will
also be recorded on his report.

Example of Log Report (to be completed by the Quality checker)

Date Item Quality

O.R. # Quantity Signature
Received Name Checker

 
Example of Assessment of Materials Received (to be completed by the Quality checker)

Quality Checker: Date:

Total no. in Total no.

Item Name Comments
Good Condition of Errors

ACTIVITY 1.2

You are assigned to be the Quality checker for the Month of June. Make a Log
Report, and Assessment Report using the following data below. Make sure you will
record all the items listed and if they were in good condition or not. Write your answer
on your Journal.

1. - June 9, 2018
- 5 Hard disk, 2 128MB SDRAM memory chips
- Received from Jun Salcedo (PC chain), OR #20256
- Found out that 1 Hard disk has error need for replacement

2. - June 15, 2018

- Refill ink cartridge from STARINK Shop, OR# 5623

3. - June 20, 2018

- 10 PS/2 keyboard, 10 Optic mouse, 2 power supply
- Received from Allan Rivera (Octagon), OR#12544
- 3 defective keyboard need replacement

4. - June 28, 2018

- 2 CD-Rom drive
- Received from Jun Salcedo (PC Chain), OR#20400
Program/ Course: Computer Systems Servicing NC II
Unit of Competency: Apply Quality Standards
Module: Applying of Quality Standards

Learning Outcome #2: Assess Own Work

Assessment Criteria:

1. Work performance is documented in accordance with workplace procedure.

2. Completed work is checked against workplace standards.
3. Errors are identified and corrected.
4. In case of deviations from specific quality standards causes are documented and
reported in accordance with the workplace’s standard operating procedures.

References:

 http://en.wikipedia.org/wiki/Customer_service
 http://en.wikipedia.org/wiki/Quality_standard
 http://www.technet.unsw.edu.au/tohss/swp.htm
 http://xnet.rrc.mb.ca/healthsafety/safeworkprocedures
 INFORMATION SHEET 2.1

Workplace Procedure

Workplace Procedure is a set of written instructions that

identifies the health and safety issues that may arise from the jobs
and tasks that make up a system of work.

The safe working procedure should identify:

 the teacher for the task or job and the students who will
undertake the task
 the tasks that are to be undertaken that pose risks
 the equipment to be used in these tasks
 the control measures that have been formulated for these
tasks
 any training or qualification needed to undertake the task
 the personal protective equipment to be worn
 action to be undertaken to address safety issues that may arise
while undertaking the task

TYPES AND WORK-RELATED ERRORS

A. Quantity of work (untimely completion, limited production)

1. Poor prioritizing, timing, scheduling

2. Lost time
 Tardiness, absenteeism, leaving without permission
 Excessive visiting, phone use, break time, use of the Internet
 Misuse of sick leave
3. Slow response to work requests, untimely completion of assignments
4. Preventable accidents

B. Quality of work (failure to meet quality standards)

1. Inaccuracies, errors
2. Failure to meet expectations for product quality, cost or service
3. Customer/client dissatisfaction
4. Spoilage and/or waste of materials
5. Inappropriate or poor work methods
Work Behavior Which Result in Performance Problems

A. Inappropriate behavior (often referred to as "poor attitude")

 Negativism, lack of cooperation, hostility

 Failure or refusal to follow instructions
 Unwillingness to take responsibility ("passing the buck")
 Insubordination
 Power games

B. Resistance to change

 Unwillingness, refusal or inability to update skills

 Resistance to policy, procedure, work method changes
 Lack of flexibility in response to problems

C. Inappropriate interpersonal relations

 Inappropriate communication style: over-aggressive, passive

 Impatient, inconsiderate, argumentative
 Destructive humor, sarcasm, horseplay, fighting
 Inappropriate conflict with others, customers, co-workers, supervisors

D. Inappropriate physical behavior

 Smoking, eating, drinking in inappropriate places

 Sleeping on the job
 Alcohol or drug use
 Problems with personal hygiene
 Threatening, hostile, or intimidating behavior
 SELF-CHECK 2.1

I. Write QN if the statement affects the quantity of work and QL if the statement affects
the quality of work. Write your answer on the space provided before each number.

______ 1. Poor scheduling of work

______ 2. Failure to meet expectations for product quality, cost or service
______ 3. Customer/client dissatisfaction
______ 4. Preventable accidents
______ 5. Misuse of sick leave
______ 6. Tardiness
______ 7. Slow response to work requests
______ 8. Break time
______ 9. Excessive visiting
______ 10. Spoilage and/or waste of materials

II. Write TRUE if the statement is correct and FALSE if the otherwise is wrong.

__________ 1. Poor attitude results in performance problem.

__________ 2. A safe working procedure should be written when retrieving old tasks.
__________ 3. Preventable accidents may affect the quantity of work.
__________ 4. Following certain procedure is very important in performing given operation
or to a given event.
__________ 5. Safe working procedure should not identify the tasks that are to be
undertaken that pose risks.

III. What is Workplace Procedure?

____________________________________________________
____________________________________________________
____________________________________________________
Program/ Course: Computer Systems Servicing NC II
Unit of Competency: Apply Quality Standards
Module: Applying Quality Standards

Learning Outcome #3: Validate One’s Work for Quality Improvement

Assessment Criteria:

1. Work is carried out in accordance with process improvement procedure.

2. Performance of operation or quality of product of service is monitored to ensure
customer/person-in-authority satisfaction.

Resources:

 http://www.paramounthealthcare.com/body.cfm?id=65

 http://www.mcrcc.osmre.gov.ph

 http://www.standards.dfes.gov.uk

 http://www.swce.gov.uk

 http://deming.eng.clemson.edu/pub/tutorials/qctools/flowm.htm
 http://en.wikipedia.org/wiki/Quality_management

 http://www.empf.org/empfasis/aug04/prop.htm
 INFORMATION SHEET 3.1

Quality Improvement

In technical usage, quality can have two meanings:

1. the characteristics of a product or service that bear on its ability to satisfy stated or
implied needs.
2. a product or service free of deficiencies.

The quality of a product or service refers to the perception of the degree to which the
product or service meets the customer's expectations. Quality has no specific meaning
unless related to a specific function and/or object. Quality is a perceptual, conditional and
somewhat subjective attribute.

The dimensions of quality refer to the attributes that quality achieves in Operations
Management:

Quality <-> Dependability <-> Speed <-> Flexibility <-> Cost

 Quality supports dependability

 Dependability supports Speed
 Speed supports Flexibility
 Flexibility supports Cost.

In the manufacturing industry it is commonly stated that “Quality drives

productivity.” Improved productivity is a source of greater revenues, employment
opportunities and technological advances. The best way to think about quality is in process
control. If the process is under control, inspection is not necessary. However, there is one
characteristic of modern quality that is universal. In the past, when we tried to improve
quality, typically defined as producing fewer defective parts, we did so at the expense of
increased cost, increased task time, longer cycle time, etc.

Quality Improvement Processes

Manufacturers can choose from a variety of tools to improve their quality processes.
The trick is to know which tools to use for each situation and increasing the sophistication
of the tools in the repertoire.

Another popular quality improvement process is the six-step PROFIT model in which
the acronym stands for:

P = Problem definition.
R = Root cause identification and analysis.
O = Optimal solution based on root cause(s).
F = Finalize how the corrective action will be implemented.
I = Implement the plan.
T = Track the effectiveness of the implementation and verify that the desired results are
met.

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Common Competency: Apply Quality Standards
Marina Brucal-Dimayuga 14
 If the desired results are not met, the cycle is repeated. Both the PDCA and the
PROFIT models can be used for problem solving as well as for continuous quality
improvement. In companies that follow total quality principles, whichever model is chosen
should be used consistently in every department or function in which quality improvement
teams are working.

The key to successful problem resolution is the ability to identify the problem, use
the appropriate tools based on the nature of the problem, and communicate the solution
quickly to others. Inexperienced personnel might do best by starting with the Pareto chart
and the cause and effect diagram before tackling the use of the other tools. Those two tools
are used most widely by quality improvement teams.

FLOWCHARTS

Flowcharts describe a process in as much detail as

possible by graphically displaying the steps in proper sequence.
A good flowchart should show all process steps under analysis
by the quality improvement team, identify critical process
points for control, suggest areas for further improvement, and
help explain and solve a problem.

Figure 2. A basic production process flowchart displays several paths a part

can travel from the time it hits the receiving dock to final shipping.

CHECK SHEETS

Check sheets help organize data

by category. They show how many
times each particular value occurs, and
their information is increasingly helpful
as more data are collected. More than
50 observations should be available to
be charted for this tool to be really
useful.

PARETO DIAGRAMS

A Pareto diagram puts data in a hierarchical

order (Figure 4), which allows the most significant
problems to be corrected first. The Pareto
analysis technique is used primarily to
identify and evaluate nonconformities, although it
can summarize all types of data. It is perhaps the diagram most often used in management
presentations.
Figure 4. By rearranging random data, a
Pareto diagram identifies and ranks
nonconformities in the quality process in Prepared by: Page
Common
descending order.Competency: Apply Quality Standards Marina Brucal-Dimayuga 15
CAUSE AND EFFECT DIAGRAMS

The cause and effect diagram is sometimes called an Ishikawa diagram after its
inventor. It is also known as a fish bone diagram because of its shape. A cause and effect
diagram describes a relationship between variables. The undesirable outcome is shown as
effect, and related causes are shown leading to, the said effect.

Figure: Fish bone diagrams display the various

possible causes of the final effect. Further analysis
can prioritize them.

HISTOGRAMS

The histogram plots data in a frequency distribution

table. What distinguishes the histogram from a check sheet is
that its data are grouped into rows so that the identity of
individual values is lost. Commonly used to present quality
improvement data, histograms work best with small amounts
of data that vary considerably.

Figure 6. A histogram is an easy way to see the distribution of the data, its
average, and variability.

SCATTER DIAGRAMS

A scatter diagram shows how two variables are related

and is thus used to test for cause and effect relationships. It
cannot prove that one variable causes the change in the other,
only that a relationship exists and how strong it is. In a scatter
diagram, the horizontal (x) axis represents the measurement
values of one variable, and the vertical (y) axis represents the
measurements of the second variable. on the y-axis.
CONTROL CHARTS

A control chart displays statistically determined upper

and lower limits drawn on either side of a process average. This
chart shows if the collected data are within upper and lower limits
previously determined through statistical calculations of raw data
from earlier trials (Figure 8).

Figure 8. Data points that fall outside the

upper and lower control limits leads to
investigation and correction of the process.

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 Prepared by: Page
Common Competency: Apply Quality Standards
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SELF-CHECK 3.1

I. Explain the following.

1. Quality

___________________________________________________
___________________________________________________
___________________________________________________

2. Flow Chart

___________________________________________________
___________________________________________________
___________________________________________________

3. Check Sheet

___________________________________________________
___________________________________________________
___________________________________________________

4. Pareto Diagram

___________________________________________________
___________________________________________________
___________________________________________________

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Common Competency: Apply Quality Standards
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INTRODUCTORY ACTIVITY
CONCEPT MAP
Direction:

Supply the word that you think is related

or necessary the moment your read the
word “Quality Standards”
1.Customer Focus
2.Leadership
3.Engagement of People
4.Proces Approach
5.Improvement
6.Evidence based-decision making
7.Relationship Management

ARRANGE ME
Direction: Below are jumbled letters. On your Journal/Notebook.
Write the correct spelling opposite the scrambled letters.

1. YAQTUIL = QUALITY
2. BYDRULAITI= DURABILITY
3. TFOCWLARH= FLOWCHART
4. RASDTNASD= STANDARDS
5. ZADSHAR = HAZARDS

ANSWER KEY 1.1.

1. Selection of material, Testing of Material, Cost of Material

2. Good Quality, Reliable, Low Cost, Suitable for Project

3. – Match the packing slip to the items received and ensures that the
materials are destined on tour department.
-That you are receiving materials indicated on the purchase order regard
with its quantity and discount.
-That the materials are in acceptable condition.
-The terms regarding installation and/or set-up of equipment are met.
-

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Common Competency: Apply Quality Standards
Marina Brucal-Dimayuga 19
ANSWER KEY 2.1

I. II.
1. QN 1. TRUE
2. QL 2. FALSE
3. QL 3. TRUE
4. QN 4. TRUE
5. QN 5. FALSE
6. QN
7. QN III.
8. QN Workplace procedure is a written
9. QN instructions that identifies the health
10. QL and safety issues that may arise from
jobs and tasks.

ANSWER KEY 2.2

1. T
2. F
3. T
4. F
5. F

ANSWER KEY 3.1

1. Quality is the characteristics of a product that bear on its ability to satisfy or

implied needs.
2. Flowchart describes a process by graphically displaying the steps in proper
sequence.
3. Check Sheet helps organize data by category.
4. Pareto Diagram puts data in hierarchical order which allows the most
significant problems to be corrected first.

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Common Competency: Apply Quality Standards
Marina Brucal-Dimayuga 20