COMPETENCY BASED LEARNING MATERIAL

TECVOC | September
Sector 23 -October 7
: ELECTRONICS
Self-Check Submission: October 7, 2020
Qualification Title : COMPUTER SYSTEMS SERVICING NC II

Unit of Competency : Apply Quality Standard

Module Title : Applying Quality Standard

Trainer : Juvanni B. Sabella, MIT

Date developed: March 1, 2015 Document no. 1

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Submission: October 7, 2020

INFORMATION SHEET 1.1-2

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:

1. 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.
2. Any exceptions must be noted so that partial payments can be processed or
defective goods can be returned.

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 equipment’s.

Date developed: March 1, 2015 Document no. 1

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Submission: October 7, 2020

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.

Feedback
Once the Quality checker has completed all the reports, the assessor will check if the
Quality Checker provides all the data needed in the report.

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

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

checker)

Date developed: March 1, 2015 Document no. 1

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 ACTIVITY SHEET 1.1-1

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 a sheet of paper.

1. - June 9, 2008
- 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, 2008

- Refill ink cartridge from STARINK Shop, OR# 5623

3. - June 20, 2008

- 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, 2008

- 2 CD-Rom drive
- Received from Jun Salcedo (PC Chain), OR#20400

Date developed: March 1, 2015 Document no. 1

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Name:
Grade Level:
Course:
Qualification Title: Computer System Servicing NCII
Date of Submission: October 7, 2020

ASSIGNMENT SHEET 1.1-1

1. What is workplace procedure?

2. Give five examples of behavior that may affect the quantity of work.

3. Give five examples of behavior that may affect the quality of work.

Date developed: March 1, 2015 Document no. 1

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Submission: October 7, 2020

INFORMATION SHEET 1.2

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.

A safe working procedure should be written when:

• designing a new job or task

• changing a job or task
• introducing new equipment
• reviewing a procedure when problems have been identified, example from an
accident or incident investigation

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 task
• 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

Following certain procedures is very important to perform a given operation. The

table below shows different elements and their corresponding performance criteria to
be able to identify occupational health and safety hazards, and assess risk, as well as
follow instructions and procedure in the workplace with minimal supervision. The
students will also be capable of participating and contributing to OHS management
issues.

ELEMENT PERFORMANCE CRITERIA

1.1 Identify hazards in the work area and during the
1. Identify hazards
performance of workplace duties.
and assess risk.
1.2 Assess level of risk
2.1 Report hazards in the work area to designated personnel
according to workplace procedures
2. Follow
2.2 Follow workplace procedures and work
procedures and
instructions for assessing and controlling risks
strategies for risk
with minimal supervision.
control.
2.3 Whenever necessary, within the scope of
responsibilities and competencies, follow workplace procedures for

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dealing with hazards

and incidents, fire and/or other emergencies.
3.1 Describe employee rights regarding consultation
on OHS matters
3.2 Raise task and/or job specific OHS issues with
appropriate people in accordance with
workplace procedures and relevant OHS
legislative requirements
3.3 Contribute to participative arrangement for OHS
3. Contribute to
management in the workplace within
OHS in the
organizational procedures and the scope of
workplace.
responsibilities and competencies
3.4 Provide feedback to supervisor on hazards in
work area in line with organizational OHS
policies and procedures
3.5 Provide support in implementing procedures to
control risks in accordance with organizational
procedures
Verbal
Written
Work instruction In English
may be: In a community language
Provided visually eg. video, OHS signs, symbols
and other pictorial, presentation, etc.
Application of the hierarchy of control, namely:
Controlling risks Eliminate the risk
in the work area Reduce/minimize the risk through
may Engineering controls
include: Administrative controls
Personal protective equipment
Reports identifying Face to face
workplace hazards Phone messages
may be verbal or Notes
written and Memos
may include: Specially designed report forms
Hazards identified
Examples of OHS Problems encountered in managing risks
issues which may associated with hazards
need to be raised Clarification on understanding of OHS policies
by workers with and procedures
designated Communication and consultation processes
personnel may Follow up on reports and feedback.
include: Effectiveness of risk controls in place
Training needs

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OHS Management Issues

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
Date developed: March 1, 2015 Document no. 1
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Apply Quality Standard Developed by: JBS
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 Name:
Grade Level:
Course:
Qualification Title: Computer System Servicing NCII
Date of Submission: October 7, 2020

SELF CHECK 1.2-1

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?

____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Date developed: March 1, 2015 Document no. 1

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 Activity Sheet 1.2-1

Use a T-Chart to compare and contrast the activities of the student inside the classroom against workplace
procedure. Write your answer on a sheet of paper.

Similarities Difference

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 TECVOC | September 23 -October 7
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Information Sheet 1.2-2

Quality Standard

Standards are sets of rules that outline specification of dimensions, design of

operation, materials and performance, or describe quality of materials, products or
systems. These standards should cover the performance expectations of the product
for particular applications. The intent of standards is to provide at least minimum
quality, safety or performance specifications so as to ensure relatively uniform
products and performance, and to remove ambiguity as to the suitability
of certain commercial products for particular applications. Following standards may
reduce the risk of error in working.

Specific quality standards for:

1. Hardware
The durability of the work depends on the quality of its component parts and the
assembly skills of those who install it. If best-quality products or hardware are used
but are installed the incorrectly, the system will be a failure.

The application of suitable hardware and products must be supported by adequate

levels of training of person who use them so that they can identify and use only
appropriate products.

In judging a product or hardware, the person must consider factors such as the
following:

• Is the product or hardware under consideration suitable for the application or

purpose?
• Will it be harmful to the health of the community in its normal use?
• Is there a risk of this hardware being released into the environment (e.g. the
water) in the first instance or after the working life of the product or hardware
has expired?

2. Production Process

In production process, checking of quality assurance must be highly considered.

Quality assurance covers all activities from design, development, production,
installation, servicing and documentation. This introduced the rules: "fit for purpose"
and "do it right the first time". It includes the regulation of the quality of raw
materials, assemblies, products and components; services related to production; and
management, production, and inspection processes.

A. FAILURE TESTING
A valuable process to perform on a whole consumer product is failure testing, the
Date developed: March 1, 2015 Document no. 1
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operation of a product until it fails, often under stresses such as increasing vibration,
temperature and humidity.

This exposes many unanticipated weaknesses in a product, and the data is used to
drive engineering and manufacturing process improvements.

B. STATISTICAL CONTROL

Many organizations use statistical process control to bring the organization to Six
Sigma levels of quality, in other words, so that the likelihood of an unexpected failure
is confined to six standard deviations on the normal distribution. Traditional
statistical process controls in manufacturing operations usually proceed by randomly
sampling and testing a fraction of the output.

Variances of critical tolerances are continuously tracked, and manufacturing

processes are corrected before bad parts can be produced.

C. COMPANY QUALITY

The company-wide quality approach places an emphasis on three aspects:

1. Elements such as controls, job management, adequate processes, performance
and integrity criteria and identification of records
2. Competence such as knowledge, skills,experience and qualifications
3. Soft elements, such as personnel integrity, confidence, organizational culture,
motivation, team spirit and quality relationships. The quality of the outputs is
at risk if any of these three aspects are deficient in any way.

D. TOTAL QUALITY CONTROL

Total Quality Control is the most necessary inspection control of all in cases where,
despite statistical quality control techniques or quality improvements implemented,
sales decrease. As the most important factor had been ignored, a few refinements had
to be introduced:

1. Marketing had to carry out their work properly and define the customer’s
specifications.
2. Specifications had to be defined to conform to these requirements.
3. Conformance to specifications i.e. drawings, standards and other relevant
documents, were introduced during manufacturing, planning and control.
4. Management had to confirm all operators are equal to the work imposed on
them and holidays, celebrations and disputes did not affect any of
the quality levels.
5. Inspections and tests were carried out, and all components and materials,
bought in or otherwise, conformed to the specifications, and the measuring
equipment was accurate, this is the responsibility of the QA/QC department.

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6. Any complaints received from the customers were satisfactorily dealt with in a
timely manner.
7. Feedback from the user/customer is used to review designs.
8. Consistent data recording and assessment and documentation integrity.
9. Product and/or process change management and notification.

To conclude, the above forms are the basis from which the philosophy of Quality
Assurance
has evolved, and the achievement of quality or the “fitness-for-purpose” is “Quality
Awareness”
throughout the company.

4. Final Product
Table 1.2.1 shows the Quality System Elements required by ISO 9000 in the making
of the
final product.

Table 1.2.2 Quality System Elements.

Quality System
Contents
Requirements
Define and document commitment, policy and
objectives, responsibility and authority,
1. Management
verification resources and personnel. Appoint a
responsibility
management representative and conduct
regular reviews of the system
Establish and maintain a documented quality
2. Quality system system ensuring that products conform to
specified requirements
Ensure that customer's contractual requirements
3. Contract Review
are evaluated and met
4. Product Plan, control and verify product development to
development ensure that specified requirements are met
System for control and identification of all
5. Document control documents regarding quality, e.g. procedures,
instructions, and specifications
Ensure that purchased products conform to
6. Purchasing
specified requirements
System to identify and control traceability of
7. Product
product at all stages from raw materials through
identification and
production to the final product as
traceability
delivered to the customer
Ensure and plan the control of production which
directly effects quality by documented work
8. Process control
instructions, monitoring and control
of processes
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Inspect and test incoming products, intermediate

and final product; establish product conformance
9. Inspection and to specified
testing requirements and identify non-conforming pro-
ducts; maintain inspection and test records
10. Inspection, Selection and control of equipment to ensure
measuring and test reliability and accuracy in measuring data
equipment
Inspect and test incoming products, intermediate
11. Inspection and and final product; establish product conformance
test to specified
status requirements and identify non-conforming pro-
ducts; maintain inspection and test records
12. Control of non
Selection and control of equipment to ensure
conforming
reliability and accuracy in measuring data
products
For the whole process the products shall be
identified and clearly marked concerning test
13. Corrective actions
status, including indication of conformance or
non-conformance
14. Handling, storage Identification, documentation, evaluation, isolation
packaging and (if possible) and disposition of non-conforming
delivery products
Prevention of reoccurrence of failures (non-
conformance)
Protection of the quality of the product during
hand- ling,
storage, packaging and delivery
Records, including those which demonstrate that
the specified
15. Quality records
requirements have been met, maintained shall be
control- led and
Regular, planned internal audits shall be carried
16. Internal Quality out, documented
Audits and recorded to verify the effectiveness of the
quality system
Training requirements at all levels shall be
17. Training identified and the
training planned, conducted and recorded
Although not required by the ISO 9000
18. Cleaning and standards, these two
Disinfection points should be given special attention in all food
companies
19. Personal hygiene
Date developed: March 1, 2015 Document no. 1
CBLM for CSS NC II Date revised: March 23, 2017 Issued by: JBS Page |
Apply Quality Standard Developed by: JBS 14
Revision # 01
Name:
Grade Level:
Course:
Qualification Title: Computer System Servicing NCII
Date of Submission: October 7, 2020

Self-Check 1.2-1

Quality Standards

I. Write T if the statement is correct and F if the otherwise.

________ 1. Standards are set of rules that describe quality of materials,
product or system.
________ 2. Quality assurance does not cover all the activities from design,
development, up to
documentation.
________ 3. Customer service is a series of activities designed to enhance the
level of customer
satisfaction.
________ 4. Customer service is not important in the company’s customer
value proposition.
________ 5. The durability of the work do not depend on the skills of those
who install it.

Date developed: March 1, 2015 Document no. 1

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