Republic of the Philippines

Department of Education
National Capital Region
DIVISION OF CITY SCHOOLS – MANILA
Manila Education Center Arroceros Forest Park
Antonio J. Villegas St. Ermita, Manila

Information and Communication Technology

Computer System Servicing
Grade 9

ENGAGE IN QUALITY
IMPROVEMENT

Image credit to: https://smartercx.com/4-tips-increasing-customer-satisfaction/

Re-designed by: LEONIE B. PALLONES

Quarter 1 Week 3 Module 3

Common Competencies: Applying quality standards
Learning Objective: Engaging in quality improvement
TLE_IACSS9-12AQS-Ic-3

Page | 1
 HOW TO USE THIS MODULE
Before starting the module, I want you to set aside other tasks that disturb you
while enjoying the lessons. Read the simple instruction below to successfully enjoy
the objectives of this kit. Have fun!

1. Follow carefully all the contents and instructions indicated in every page on
this module
2. Write on you notebook or any writing pad the concepts about the lessons.
Writing enhances learning that is important to develop and keep in mind.
3. Perform all the provided activities in the module.
4. Let you facilitator/guardian assess your answers.
5. Analyze conceptually the post test and apply what you have learned.
6. Enjoy studying!

PARTS OF THE MODULE

• Expectations - These are what you will be able to know after completing
the lessons in the module.
• Pre-test - This will measure your prior knowledge and the concepts to be
mastered throughout the lesson.
• Looking Back - This section will measure what learnings and skills that you
understand from the previous lesson.
• Brief Introduction-This section will give you an overview of the lesson.
• Activities- These are activities designed to develop critical thinking and
other competencies. This can be done with or without a partner depending
on the nature of the activity.
• Remember - This section summarizes the concepts and applications of the
lessons.
• Checking your Understanding - It will verify how you learned from the
lesson.
• Post-test - This will measure how much you have learned from the entire
module.

Page | 2
 LESSON 1- PROCESS IMPROVEMENT PROCEDURE

EXPECTATIONS:

• Explain the process improvement procedure;

• Participate in process improvement procedures in relative to
workplace assignment; and
• Carry out work in accordance with process improvement
procedure.

Photo’s credit to https://in.pinterest.com/

pin/760334349565258101/

PRE-TEST
Direction: Read and answer carefully. Encircle the BEST answer from the given
choices.

1. It is the state in ISO that tell us on what needs to be done and why things should be
done.
A. Procedure C. Work Instruction
B. Process D. Work Order
2. It is a requirement in ISO that states how the process needs to be done.
A. Procedure C. Work Instruction
B. Process D. Work Order
3. It is the level in ISO that explains how to carry out procedure.
A. Procedure C. Work Instruction
B. Process D. Work Order
4. It covers the general requirements for work processes.
A. Quality Assurance C. Quality Management System
B. Quality Control D. Quality Standards
5. In what part of the ISO do Processes, Procedures and Work Instructions are being
employed?
A. ISO 9000 C. ISO 19011
B. ISO 9001 D. ISO 26000
6. It is defined as a return of information about the result of process work.
A. Comment C. Instruction
B. Feedback D. Memo
7. It is one of the most crucial keys to business success.
A. Customer’s Feedback C. Supervisor’s Satisfaction
B. Customer’s Satisfaction D. Supplier’s Feedback
8. It is about communicating with a supplier regarding a given procurement process.
A. Co-worker’s Feedback C. Supervisor’s Feedback
B. Customer’s Feedback D. Supplier’s Feedback

Page | 3
9. It ensures that employees are evaluated on overall attitude as well as job-specific
knowledge.
A. Co-worker’s Rating Sheet C. Supervisor’s Rating Sheet
B. Customer’s Rating Sheet D. Supplier’s Rating Sheet
10. Giving employees a chance to share opinions about their performance is the
process of ________.
A. Co-worker’s Assessment C. Supervisor’s Assessment
B. Self-Assessment D. Supplier’s Assessment

Online Links of the PRE-TEST: https://forms.gle/iJCN6ARK9gsmXLny9

LOOKING BACK TO YOUR LESSON

I. Direction: Identify the name of the marks/certification presented and its purpose.
Write your answer on the space provided for.

With the Quality!

A. NAME

1. _________________________________________

2. ___________________________________

3. _____________________________
4. _______________________

B. PURPOSE

1. _________________________________________

2. ___________________________________

3. _____________________________
4. _______________________

Page | 4
II. Direction: Tell the form needed for the following situation/activity. Choose your
answer from the box provided.

Incident Report Form Work Instruction Form

Inventory Form Work Order Form

Requisition Slip Form Standard Operating Procedure Form

1. Checking of Functional and Non-Functional tools, materials, components and

equipment. _________________
2. Requesting for the needed tools, materials, components and equipment for the
activity to be conducted. ____________________
3. Unexpected situation occurs during the activity. ____________________
4. Authorization needed for maintenance, repair or operations work to be completed.
________________________
5. A form needed by a worker that consists of step-by-step instructions to carry
out complex routine operations. ____________________

BRIEF INTRODUCTION

Process improvement procedure is conducted to make things

more effective as well as efficient with the aim of achieving specific
goals.

Photo’s credit to https://in.pinterest.com/

pin/760334349565258101/
There are number of process improvements that make things
more effective as well as efficient.
Identify Process Waste
1. Cost Cutting – organization should spot redundancies and other items that wind
up increasing overhead costs. Unnecessary tasks should drop. Spend less but makes
the processes flow better.
2. Reducing Communication Issues – decreasing the number of emails and contact
touch points. Provide communication software that departments and employees can
see and share information.
3. Process Visualization – it allows you to follow the process and locate bottleneck
as they arise. Make that process more efficient. Auditing is one of the most critical
parts of process improvement because every process you create needs to be
monitored regularly.

Page | 5
 Types of Process Improvement
Improving product quality
Upgrade service quality
Improve delivery times
Reduce billing cycles
Make production more efficient
Continuous Process Improvement (CPI) Techniques
Process Mapping- is the methodology for visualizing business processes. It is one of
the most essential continuous improvement tools. It can actually see potential
improvements.
Process Flowchart – This is the most straightforward process map.
Tools for Evaluating Process and Improvement
DRIVE - is a continuous improvement tool that involves evaluating problems.
Define – Defining the problem and identifying success criteria.
Review – Analyze the current situation, looking for areas that are problematic or
need improvement.
Identify – Finding potential solutions to the problem and evaluating the type of
changes needed to sustain these improvements.
Verify – Figure out whether or not the solutions and changes conducted will help
reach the criteria of success as defined in step #1.
Execute – Carry out the implementation of solutions or improvements. Check if your
success criteria are met and review the entire process.
Plan-Do-Study-Act (PDSA) Cycle - It is a continuous improvement tool developed by
Edwards Demming. It consists of four phase:
Plan – Identifying potential problems and shortcomings within the company, be it
about a process, product or service.
Do – The planned changes are carried out on a small scale. This acts as a test on
whether the proposed changes work or not without having risk then, implementing it
on a larger scale.
Study – Once you have some data on how well the new process works, it’s time to
benchmark it to the original. If doesn’t work as planned, then all the new information
is taken into consideration when starting the new cycle. If it does, then you proceed to
the final step.
• Act – Having confirmation that the new process is better than the old one, you can
finally start executing it on a company-wide scale.
DMAIC – Define, Measure, Analyze, Improve and Control - it is a bit similar to drive.
Define – The first phase is identifying all the strategic aspects of the entire procedure.
That is, articulating the problem, defining the budget or the scope of the project, etc.
Measure – the benchmark for improvement has to be identified. i.e., once the process
improvement initiative is carried out, the new data should be compared with the old,
identifying which method or process is better.

Page | 6
Analyze – During the analyzing stage, the team has to identify the root cause of the
problem. This can be done with a root cause analysis (Fishbone diagram, for
example). Once about 3 or 4 potential causes are identified, their connection to the
original metric is to be determined. From then on, the exact root cause has to found
the potential causes.
Improve – Once the root cause found, different solutions are to be tested (usually on
a smaller scale). If the solution does solve the problem, and it’s empirically proven with
data vs the “measure” step, it can be scaled and applied to all relevant processes.
Control – The DMAIC process improvement initiative doesn’t end with implementing
the right changes. Once that it all done, it is important to keep track of the improved
process, making sure that it is working as intended.

Process vs Procedure
A process is used by the management to analyze the efficiency of their
business while a procedure on the other hand, is a lot more detailed, as it includes the
exact instructions on how the employee is supposed to carry out the job.
A process is a series of related tasks or methods that together turn inputs into
outputs while a procedure is a prescribed way of undertaking a process or part of a
process.
Credit to: https://tallyfy.com/process-improvement-examples/

ISO 9001 Processes, Procedures and Work Instructions

Section 4.4 of the standard, titled Quality Management System and its
Processes covers the general requirements for work processes.

The Relationship between Processes, Procedures and Work Instructions

When a company documents its QMS, it is an effective practice to clearly and
concisely identify their processes, procedures and work instructions in order to explain
and control how it meets the requirements of ISO 9001:2015.
PROCESS – it states what needs to be done and why. It is a high level, strategic
method of control, in effect a summary of objectives, specifications, and broad
resources needed. It is any activity or set of activities that use resources to transform
inputs into outputs. The ISO 9001 standard is based on a process approach.
(Establishing effective and efficient processes that are consistently followed and
improved upon is the basis for most management standards.)
Processes must have defined (and hopefully measurable) objective(s), input(s),
output(s), activities, and resources. These key elements should be present when
defining a process:
Inputs/Resources:
Specified requirements (needs)
Example:
What information do you need to start work?
Page | 7
 Where does that information come from?
Activities
Interrelated or interacting activities that use resources needed to achieve a
specific output
All of the operations, activities, and sub-processes carried out to produce the
desired result
Example:
What are the basic jobs carried out in your department?
Can you explain to me your operations here?
Outputs
Satisfying requirements (results)
Example:
Who receives the result of your work?
How do you know if you’ve done your job correctly? (met objectives)

Diagram/image is credit to: https://the9000store.com/iso-9001

-2015-requirements/iso-9001-2015-context-of-the-
organization/processes-procedures-work-instructions/

One way to visualize a process is a trans-formative. The work is done and then
received as a satisfactory result. The effectiveness of the process is measured in its
ability to achieve the desired results.

The ISO 9001 2015 standard suggests that many types of processes may be
necessary to satisfy its requirements including:
Operations management processes
Resource management processes
Planning processes
Documentation processes (such as those used for direct production or service
provision)
In ISO 9001 processes you are required to document the number of processes
which typically determine the number of procedures.

PROCEDURE – it states how the process needs to be done. It is more specific in

terms responsibilities, specific tools, methods, and measurement.

A procedure is a uniform method that outlines how to perform a process, such

as how you control your suppliers. It typically contains elements such as:
Why the procedure is required
What needs to be accomplished and how it will be executed
Who performs and what action needs to be done
Where the inputs come from and where the outputs go

Page | 8
 Any location requirements (i.e. where an activity is performed)
The criteria (requirements) they must meet
Tools, information or other resources required
Terminology, definitions, explanations, etc.
While requirements and supporting processes are often cited in the ISO 9001:2015
standard, the mandate for creating specific procedures has been removed and
replaced with the term “Documented Information”
Procedures are used when there is a definite operation that should be followed
on a consistent basis.

Procedure Example:
Contract Review - a formal process used for communicating with customers
and reviewing information from the customer, including customer’s feedback.
Procedures (along with your ISO 9001 quality manual and required forms) often
make up the core documentation for the QMS that helps run the system with more
conformity, consistency and, predictability.
The procedures will describe how you operate and control your business and meet
the ISO 9001 requirements amid fluctuating conditions such as personnel changes,
supplier replacements, updated customer requirements/expectations, etc.

WORK INSTRUCTION – it explains how to carry out the procedure. It is a step-

by-step guideline to implement the process and procedure, focusing to those who are
doing the actual work. It describes how to perform a task within a process, which is a
more detailed portion of the procedure.
Reasons for having work instructions are the following:
1. There are times more detail is needed than that which is described in the
procedures. Many organizations include work instructions to detail specific tasks
referenced in a procedure, aid in training and to reduce mistakes since the step-
by-step instructions needed for accomplishing something may be missing from
more generally drafted procedures.
2. It is a good organizational tool
A work instruction will often repeat many of the elements of a procedure to
help describe where it fits into the process such as:
Purpose
Definitions
Responsibility
Requirements
Tools and information
A work instruction contains the step-by-step detail that is not advantageous
to put into a procedure because it requires such a limited scope.
https://the9000store.com/iso-9001-2015-requirements/iso-9001-2015-context-of-the-organization/processes-procedures-work-instructions/

Page | 9
Image/diagram is credit to: https://the9000store.com/iso-9001-2015-requirements/iso-9001- 2015-context-of-the-organization/processes- procedures-work-instructions/
Note: Any references to the ISO standard are for educational purposes only.

ACTIVITIES
Direction: Read and study the situation/problem then, fill in the diagram with the
needed data in relation to computer system activities using the process improvement
procedure.

SITUATION 1
You are assigned by your teacher to perform the assembly of all the parts of
the computer in preparation for the hands-on activity. You have notice that the action
you have taken needs to be improved.
Action to the Problem/Tasks:
1. How you were going to improve your action?
______________________________________________________________
___________________________________________________________________
_____________________________________.
Using the diagram below, fill in the box with the needed data on how you
were going to perform.
2. In what hierarchy of the ISO 9001 does the diagram belong?

__________________________

INPUT PROCESS OUTPUT

Page | 10
SITUATION 2
Your teacher asked you to explain to the whole class, the steps on how you
perform the assembly of all the computers parts for it to work smoothly.
Action to the Problem/Tasks:
1. What should you do?
______________________________________________________________
___________________________________________________________________
_____________________________________.
Using the diagram below, fill in the box with the needed data on how you
were going to explain the process.
2. In what hierarchy of the ISO 9001 does the diagram belong?

__________________________

GOAL

MEASURE-
MENTS
METHODS

TOOLS

RESPON-
SIBILITIES

PURPOSE

SITUATION 3
You were given a chance to demonstrate while some other student will do the
same things as you did.
Action to the Problem/Tasks:

Page | 11
1. For them to easily interact and follow the procedure you did, what will you
provide?
______________________________________________________________
___________________________________________________________________
_____________________________________.

Tasks:
Direction: Using the form below, complete the following needed data.

RAMON MAGSAYSAY HIGH SCHOOL

España, Manila
Technology & Livelihood Education Department
G9 ICT – COMPUTER SYSTEM SERVICING (CSS)

______________________________
(Title of the Form)
1. PURPOSE (Reason for doing the task, need to be specific)
The purpose of this document is to provide instructions for …

2. SCOPE (Define where the instructions apply)

Assembling, Connecting …

3. RECORDS (Indicate the records to be maintained)

The complete computer components/parts will be test right after the assembly/connection.

4. ASSOCIATED DOCUMENTS (Contains references/information)

Lenovo Computer – Desktop Type …

5. DEFINITIONS (Define any Terms and Phrases that might be unique to the instruction)
Assembly – Connecting of …

6. RESPONSIBILITY (Person’s functions and responsibility for maintain the instructions)

It is responsibility of the teacher In-charge to …

7. TOOLS, MATERIALS AND EQUIPMENTS (List all tools, materials and equipment required
to perform the task as indicated in the instructions)

8. SAFETY REQUIREMENTS (List all necessary safety precautions that worker must comply
with and all safety equipment that must be used while following the operations specified in this
document)
Wearing of PPE …
9. INSTRUCTIONS (List all steps to be taken to complete the scope of this document, in the
exact sequence necessary. May be in the form of flow charts, bullet instructions, text, photos,
digitized images, numbered instructions or any combination of all, as long as the instructions are
clear.)

Page | 12
2. In what hierarchy of the ISO 9001 does the form belong?
__________________________

REMEMBER

The effectiveness of products/services is measured in the

appropriateness and correctness of work to be done by following
the ISO 9001 requirements and applying different strategies and
techniques that will improve the process. Photo’s credit to
http://clipart-library.com

CHECKING YOUR UNDERSTANDING

Direction: Read and answer carefully. Choose the letter of the BEST answer. Write
your answer on the space provided before each number.
______ 1. It is one of the most essential continuous improvement tools that can
actually see potential improvements.
A. Illustrating C. Process Mapping
B. Planning D. Road Mapping
______ 2. It is the most straightforward map used to easily visualize the process
improvement.
A. Block diagram C. Pictorial diagram
B. Flowchart diagram D. Schematic diagram
______ 3. In using “DRIVE” as a tool for evaluating process and improvement, which
of the following is used to analyze the current situation and the problems
that occur?
A. Define C. Review
B. Identify D. Verify
______ 4. It is a continuous improvement tool developed by W. Edward Demming.
A. DRIVE C. IL Cycle
B. DMAIC D. PDSA Cycle
______ 5. It is one of the most critical parts of process improvement.
A. Auditing C. Reviewing
B. Identifying D. Verifying

Page | 13
 LESSON 2- MONITOR PEFORMANCE OPERATION

EXPECTATIONS:

• Discuss how to monitor performance operation;

• Explain the purpose of feedback forms and rating sheets; and
• Recognize the use of feedback forms and rating sheets in
checking the output from the quality improvement
procedures.
Photo’s credit to https://in.pinterest.com/
pin/760334349565258101/

LOOKING BACK TO YOUR LESSON

Direction: Give the meaning of the following acronym of the tools used in process
improvement procedure.
1. DRIVE 2. DMAIC 3. PDSA

D - ________________ D - ________________ P - ________________

R - ________________ M - ________________ D - ________________

I - ________________ A - ________________ S - ________________

V - ________________ I - ________________ A - ________________

E - ________________ C - ________________

BRIEF INTRODUCTION

In monitoring performance operation, there are factors that

needed to consider in improving your products and or services.

Factors in Monitoring Performance Operation Photo’s credit to https://in.pinterest.com/

pin/760334349565258101/
1. CUSTOMER’s SATISFACTION
Customer satisfaction is defined as a measurement that determines how
happy customers are with a company’s products, services, and capabilities.
Customer satisfaction information, including surveys and ratings, can help a
company determine how to improve its products and services.
An organization’s main focus is to satisfy its customers.

Page | 14
 Model of Customer Satisfaction
Text and images is credit to: https://asq.org/quality-resources/customer-satisfaction#

It is one of the most crucial keys to business success. It is essential to keep

your customers happy and satisfied. With that satisfaction, they will provide reasons
to “value” your products and or services.
Four Tips to Ensure Customer Satisfaction

1. Talk to them – it is the best way to understand the needs and wants of your
customers. Consider the process of asking the customers about important
information and questions which you can use to improve your products or services.
2. Build a customer relationship - you can learn what’s on your customers’ minds
by following them and engaging with them on social media. This is a great way to
cement customer relationships.
3. Extend your help – businesses need to reassure customers that help is standing
by in whatever form it is best delivered.

4. Collect and analyze customer’s information - Information is vital in decision

making. Information provides reason why costumers value your products and or
services.

2. CUSTOMER’s FEEDBACK
Customer feedback is information provided by clients about whether they are
satisfied or dissatisfied with a product or service and about general experience they
had with a company. Their opinion is a resource for improving customer experience
and adjusting your actions to their needs. This information can be collected with
different kinds of surveys (prompted feedback), but you can also find opinions and
reviews your clients post online (unprompted feedback) and collect them using Internet
monitoring tools. Both sources are important to get a full picture of how your clients
perceive your brand.
https://blog.startquestion.com/7-reasons-why-customer-feedback-is-important-to-your-business-28e99c00eba7

Page | 15
 It is a guide that describes how customer’s satisfied with the products and or
services you offered. The feedback of the customer is based on their experience that
would bring positive improvements.
Top Seven Reasons Why Customer Feedback is Important in Business

1. Customer feedback helps improve products and services

When you initially introduce a new product, brand or service to market you
probably have an idea about customer needs. Their opinions help you ensure that the
end product will actually meet their expectations and fulfill their needs.
2. Customer feedback helps you measure customer satisfaction
Using rating-based questions you can easily estimate the level of satisfaction
and consequently predict your company’s financial condition in the future. One of the
most accurate methodologies that helped many companies measure, manage and
improve customer satisfaction is the Net Promoter Score (NPS).
The metric is based on one simple question that investigates how likely it is that
a customer would recommend a brand to a friend. Response options for the loyalty
questions are based on a 0–10 point rating scale, with 0 representing extremely
negative and 10 representing extremely positive. This methodology is both simple and
universal, so every business can apply it in customer satisfaction management.
3. Collecting customer feedback shows you value their opinions
By asking your clients for feedback you communicate that their opinion is
important to you. You involve them in shaping your business so they feel more attached
to your company. Listening to their voice helps you create stronger relations with them.
This is the best way to gain valuable brand ambassadors who will spread positive word-
of-mouth for you. Their recommendations is probably the most effective and, at the
same time, the cheapest way to acquire new customers and become more trustworthy
in the eyes of your current and potential clients. It puts a customer in the central
position of your company and this is the right way to run a business.
4. Customer feedback helps you create the best customer experience

Marketing is heavily based on experiences people have with products, services

and brands. If you focus on providing the best customer experience at every touch
point, clients will stay loyal to your brand. And naturally, the most effective way to give
them amazing experience is asking them what they like about your service and what
should be improved.
5. Customer feedback helps to improve customer retention

Satisfied customer will stay with you. Unhappy customer will eventually find a
better alternative to your business and leave. Customer feedback helps you determine
if your clients are satisfied with your service and detect areas where you should
improve. Asking for opinions regularly can always keep a finger on the pulse.

Page | 16
6. Customer feedback is a reliable source for information to other consumers
In the times of social media, consumers do not trust commercials or expert
advice so much. Opinions provided by other customers who have already used a
product or service are more reliable source for information. Many companies today
incorporate review system in their services and products.

7. Customer feedback gives you data that helps taking business decisions
Customer feedback is one of the most reliable sources for tangible data that
further can be used in taking business decisions. Customer insights will help you
understand clients and their needs more profoundly. Customer feedback is valuable
source for such data, but you must learn how to listen to it and how to translate it into
actionable takeaways for your business.
https://blog.startquestion.com/7-reasons-why-customer-feedback-is-important-to-your-business-28e99c00eba7

3. CO-WORKER’s FEEDBACK

Co-worker feedback is part of a quarterly performance management system

that encourages open communication and growth at one company.
Characteristics of Effective Co-worker Comments/Feedbacks

1. Make comments that support your scores.

2. Don’t make accusatory, hurtful, or “personal” comments. Address behaviors and the
impact of these behaviors on co-workers.
3. Point out positive as well as problematic behaviors. Remember that the purpose of
the evaluations is to provide feedback on things a person does well (and to encourage
continuing these behaviors) and on areas that need improvement (and to provide
suggestions for improvement).
4. Be as specific as possible; avoid generalities. Try to give examples of behaviors
you are criticizing. A person who receives a vague comment may have no idea what
they are doing that is causing your perception. That means they certainly won’t know
what to do to change their behavior.
5. When pointing out a problem, try to suggest a possible solution.
6. When commenting on someone’s progress in correcting a problematic behavior,
recognize intermediate steps in improvement (many behaviors take time to improve).
7. Be aware of the overall tone of your comments, be as factual as possible. Don’t
convey blame. Think about how the person receiving your comments will feel when
they read them.
8. To the extent possible, your comments should summarize issues that you’ve
already discussed with the person during the past quarter.
https://www.workforce.com/news/writing-effective-co-worker-comments#

Page | 17
Tips for Providing Co-Worker’s Feedback
1. Make Your Feedback Straightforward and Honest
You hinder your colleague’s development if you hedge your words, leave out
deserved criticism, or send up a smokescreen that fogs the true interaction you have
with the employee.
The manager can only deal with a certain amount of information—whether it's
praise or criticism. Make your key points succinctly. If you have criticisms, pick one to
three to share. Don’t go on and on with details that don’t clarify your key points. State
the facts.
2. Do Make Your Key Points
Highlight your key interactions with your co-worker. Emphasize the positive
aspects of working with them and any areas that could use for development.
A maximum of three strengths and three weaknesses is the most a manager can deal
with effectively when combined with feedback from others. This forces you to focus on
the most important aspects of your co-worker’s performance.
3. Provide Examples to Illustrate Your Most Important Points
Your feedback will help your colleague most if you can provide a clarifying
example.
Example: "John is a poor meeting leader," is not as helpful as saying that when John
leads meetings, people talk over each other, the meetings go over their scheduled
time, start late, and rarely have an agenda.
4. Don’t Expect to See the Employee Act on Your Feedback
The manager is looking for patterns of behavior, both positive and negative. If
you are the only co-worker who offers a particular criticism or praise, the manager may
choose to focus on the behaviors that more employees identified.
Managers recognize that employees can only focus on a few things at a time
to effectively change their behavior. Hitting the employee with 10 different areas for
improvement will result in a demoralized employee who feels they are doing nothing
right.
You want an employee to perceive feedback as a genuine opportunity to grow
personal and professional skills, not as a dump about everything they are doing wrong.
5. Don’t Worry About Negative Impact on Your Co-Worker
The employee’s manager is looking for patterns they can share with the
employee. Your feedback is only one piece that goes into the awarding of raises and
promotions.
6. Use the Experience as a Growth Opportunity
As you think about your co-worker’s performance and interactions, examine
actions and habits you also have that people love or hate. You’re sure to find some
commonalities with your co-worker. It’s a great opportunity to look at yourself and think
about what you could improve, too.

Page | 18
 By offering thoughtful feedback with specific examples, the manager can share
the feedback with your co-worker, or your co-worker can read the feedback and digest
its essence. You are presenting an opportunity for the employee to grow.
https://www.thebalancecareers.com/how-to-provide-coworker-feedback-for-a-360-review-1917538

4. SUPERVISOR’s RATING SHEET

An evaluation form is a document supervisors use to measure an employee's
workplace performance. An evaluation form encompasses all aspects of an
employee's duties, such as his productivity and ability to meet goals.
Types
Supervisors complete evaluation forms based on their observations.
Employees may also fill out a self-evaluation form wherein they score their own
performance.
Features
Evaluation forms may collect information about employee attendance,
cooperation in the workplace, interactions with others, dependability, motivation and
ethical judgment. These forms are typically quantitative to incorporate a scoring
system; using this format, the employee receives a total score at the end of his
evaluation form.
Function
Evaluation forms become a part of an employee’s personnel record and serve
as documentation that the supervisor and employee completed an evaluation. Since
evaluations are part of a company's performance management initiatives, these
forms may serve as justification for supervisors to promote, demote, terminate or
give raises to their employees.
https://bizfluent.com/facts-6789735-definition-evaluation-form.html

5. SUPPLIER’s FEEDBACK
Supplier feedback is about communicating with a supplier regarding a given
procurement process. Embedding supplier feedback into government procurement
processes informs government's commitment to continuous improvement in its
relationship with suppliers. Such feedback should form part of the implementation of
your Supplier Engagement Plan (SEP). Supplier feedback can include:
government providing suppliers with feedback on their offers post the contract
being awarded,
suppliers providing feedback to government on a procurement process, and
government and the successful supplier having a two-way debrief at the
conclusion of the procurement contract.
This guide assists practitioners in providing feedback to suppliers at various
stages of a procurement process, and details how the process can inform an
organisation's broader supplier engagement strategy.

Page | 19
Benefits
Undertaking supplier feedback can be beneficial to both parties.
For the supplier, feedback:
can help improve their competitive performance by gaining a clearer
understanding of government requirements,
provide surety to them that an open, fair and transparent process has been
undertaken, and
can help them plan and compete for their next procurement opportunity.
For government, feedback can:
improve its procurement process and practices,
improve the market's understanding of government's needs,
improve supplier competitiveness and, in the long term, increase the potential
for improved value-for-money outcomes,
contribute to intelligence gathering about the market and its segments, and
demonstrate commitment to good practices, openness and transparency.
https://www.buyingfor.vic.gov.au/supplier-feedback-over-procurement-process-goods-and-services-procurement-guide

FEEDBACK FORMS SAMPLE

Form image credit to:https://www.pinterest.ph/pin/183381016063707138/ Form image credit to: https://business.lovetoknow.com/human-resources-

employment-law/sample-completed-employee-evaluations

Page | 20
Form image credit to: https://www.betterteam.com/downloads/employee-evaluation-form
https://www.questionpro.com/blog/supplier-evaluation-form-example-tools-benefits/

Page | 21
ACTIVITY
A. SCHOOL ACTIVITY: Connecting of Computer Parts/Peripherals
Direction: With the supervision of the teacher, the students will be using the given
form to rate their classmates practical activity conducted inside the laboratory.

RAMON MAGSAYSAY HIGH SCHOOL

España, Manila
Technology & Livelihood Education Department
G9 ICT – COMPUTER SYSTEM SERVICING (CSS)

FEEDBACK FORM
Ratee:_________________________
Section: G9- _____________________
School: Ramon Magsaysay High School
Shop/Lab: Computer Laboratory 2
__________________________
Purpose: Check the Quality of Work Performed and the Behavior
Date: _________________________________
Feedback Result

Description: This form is essential for improving the quality of activities performed by the
student/s. Please rate your satisfaction level with the following activities conducted.
Direction: Please check the appropriate rating.
Legend: 5= Excellent 4= Very Good 3= Good 2=Fair 1=Poor

How satisfied are you in terms of the following: 5 4 3 2 1

I. Quality and Correctness of Work

1. Proper Connection of Peripherals

2. Good Choice of Layout/Design/Placement of Peripherals

3. Correct Placement of Wirings/Cables

II. Student’s Participation

1. Actively Participated in activity conducted

2. Carefully follow all the instructions (Rules and Procedures)

3. Possess proper behaviour during the activity

Benefit/s Gained: Problem/s Encountered:

____________________________ _____________________
_________________________. __________________________.
Comments/Suggestions:
___________________________________________________________.

______________________________ _________________________________
Ratee’s Signature over Printed Name Evaluator‘s Signature over Printed Name

Page | 22
COLLABORATIVE ACTIVITY
HOME ACTIVITY TITLE: ______________________________________________
Direction: With the supervision of the parents, the student’s (for self-assessment)
/parents will be using the form provided to rate their child’s performance in activity to
be given by their parents at home in relation to the use of Information Communication
Technology (ICT).

RAMON MAGSAYSAY HIGH SCHOOL

España, Manila
Technology & Livelihood Education Department
G9 ICT – COMPUTER SYSTEM SERVICING (CSS)

FEEDBACK FORM
Ratee:_________________________
Section: G9- _____________________
School: Ramon Magsaysay High School
Shop/Lab: Computer Laboratory 2 __________________________
Purpose: Check the Quality of Work Performed and the Behavior
Feedback Result
Date: _________________________________
Description: This form is essential for improving the quality of activities performed by the
student/s. Please rate your satisfaction level with the following activities conducted.
Direction: Please check the appropriate rating.
Legend: 5= Excellent 4= Very Good 3= Good 2=Fair 1=Poor

How satisfied are you in terms of the following: 5 4 3 2 1

I. Quality and Correctness of Work

1. Proper Connection of Peripherals

2. Good Choice of Layout/Design/Placement of Peripherals

3. Correct Placement of Wirings/Cables

II. Student’s Participation

1. Actively Participated in activity conducted

2. Carefully follow all the instructions (Rules and Procedures)

3. Possess proper behaviour during the activity

Benefit/s Gained: Problem/s Encountered:

_______________________________

Comments/Suggestions:
___________________________________________________________.

______________________________ _________________________________
Ratee’s Signature over Printed Name Evaluator‘s Signature over Printed Name

Page | 23
REMEMBER

Feedback Forms and Rating sheets are used in monitoring

performance operation and in checking the quality output
procedures to ensure customer’s satisfaction. Photo’s credit to
http://clipart-library.com

CHECKING YOUR UNDERSTANDING

Direction: Answer the following questions correctly.

1. How important is the performance monitoring during the operation of work?
______________________________________________________________
___________________________________________________________________
___________________________.

2. Why is there a need to provide for the following:

A. Customer’s Feedback
______________________________________________________________
___________________________________________________________________
__________________________________________________.

B. Co-worker’s Feedback
_____________________________________________________________
___________________________________________________________________
_________________________________________________.

C. Supervisor’s Rating Sheet

______________________________________________________________
___________________________________________________________________
_________________________________________________.

D. Supplier’s Feedback
______________________________________________________________
___________________________________________________________________
_________________________________________________.

Page | 24
POST-TEST:
Direction: Read and answer carefully. Encircle the BEST answer from the given
choices.

1. It is a prescribed way of undertaking a process.

A. Procedure C. Work Instruction
B. Process D. Work Order
2. It is a series of related tasks that turn inputs into outputs.
A. Procedure C. Work Instruction
B. Process D. Work Order
3. It is a step-by-step guideline that focuses on the actual work.
A. Procedure C. Work Instruction
B. Process D. Work Order
4. Where do Quality Management System (QMS) and its processes stated?
A. ISO 26000 Section 4 C. ISO 19011 Section 5
B. ISO 9001 Section 4.4 D. ISO 9000 Section 5.5
5. Which of the following does ISO Processes, Procedures and Work Instructions
belong?
A. ISO 9000 C. ISO 19011
B. ISO 9001 D. ISO 26000
6. It is the information provided by the clients that could bring positive improvements.
A. Comment C. Instruction
B. Feedback D. Memo
7. It provides reasons to value your products and or services.
A. Customer’s Feedback C. Supervisor’s Satisfaction
B. Customer’s Satisfaction D. Supplier’s Feedback
8. It provides an understanding of needs of the market.
A. Co-worker’s Feedback C. Supervisor’s Feedback
B. Customer’s Feedback D. Supplier’s Feedback
9. It is use to measure the employee's workplace performance and abilities to meet
goals.
A. Co-worker’s Rating Sheet C. Supervisor’s Rating Sheet
B. Customer’s Rating Sheet D. Supplier’s Rating Sheet
10. It is an individual chance of measuring abilities in a work done.
A. Co-worker’s Assessment C. Supervisor’s Assessment
B. Self-Assessment D. Supplier’s Assessment
11. Which of the following is the most essential tool that could see potential
improvements?
A. Illustrating C. Process Mapping
B. Planning D. Road Mapping
12. It is the best diagram used to analyze the issue and process improvement.
A. Block diagram C. Pictorial diagram
B. Flowchart diagram D. Schematic diagram

Page | 25
13. In using “DRIVE” as a tool for evaluating process and improvement, which of the
following is used to find potential solutions to the problem?
A. Define C. Review
B. Identify D. Verify
14. Which of the following is the continuous improvement tool developed by W.
Edward Demming?
A. DRIVE C. IL Cycle
B. DMAIC D. PDSA Cycle
15. Which is one of the most critical parts of process improvement?
A. Auditing C. Reviewing
B. Identifying D. Verifying

Page | 26
 Online Links of the Post-Test: https://forms.gle/oRSqix2zrNbRCMSh8

KEY ANSWERS:
PRE-TEST
1. B – Process 6. B – Feedback
2. A – Procedure 7. B – Customer’s Satisfaction
3. C – Work Instruction 8. D – Supplier’s Feedback
4. C – Quality Management System 9. C – Supervisor’s Rating
5. B – ISO 9001 10. B – Self-Assessment

LOOKING BACK TO YOUR LESSON (PART 1)

I. A. NAME
1. International Standardization Organization (ISO)
2. Quality Control Passed (QC PASSED)
3. Philippine Standard Marks (PS Marks)
4. Import Commodity Clearance (ICC)
B. PURPOSE
1. To check the quality assurance system for manufacturing and service industry.
2. To verify that products/services are of acceptable quality that adheres to the
standard requirements.
3. Serve as the consumers’ guide and assurance for the locally created products
conforming to the relevant Philippine National Standards (PNS).

4. Serve as the consumers’ guide and assurance for the imported created products
conforming to the relevant Philippine National Standards (PNS).
II.
1. Inventory Form
2. Requisition Slip Form
3. Incident Report Form
4. Work Order Form
5. Standard Operating Procedure Form

Page | 27
ACTIVITY (PART 1)
Situation 1
2. Process Diagram
INPUT- Plan created with tools, materials and equipment
PROCESS – Assembling of all computer parts using methods/strategies and instructions
OUTPUT – Assembled Complete PC System
Situation 2
2. Procedure Diagram
PURPOSE – To assemble complete PC System
RESPONSIBILITIES – Use Personal Protective Equipment (PPE) and Give care
to different components/parts of the computer
TOOLS – Screw Driver, Cable Tester, Multi-Tester
METHODS – Use of different Techniques/Strategies, Use of Manuals
Applying Layout / Arrangement
MEASUREMENTS – Applying Ratio /Satisfaction
-1Unterupted Power Supply (UPS): 2Computer Units to be connected
- 1(one) computer unit to be assembled by two (2) students = (1:2)
- Student’s satisfaction about the activity
3. Work Instructions Form
1. PURPOSE (Reason for doing the task, need to be specific)
The purpose of this document is to provide instructions for Assembling PC System
2. SCOPE (Define where the instructions apply)
Assembling of Computer parts, Connecting all computer peripherals, Checking the computer capacity
3. RECORDS (Indicate the records to be maintained)
The complete computer components/parts will be test right after the assembly/connection.
4. ASSOCIATED DOCUMENTS (Contains references/information)
Use of Manufacturer’s Manual: Lenovo Desktop Computer… and some other related data
5. DEFINITIONS (Define any Terms and Phrases that might be unique to the instruction)
Assembling – Connecting of all computer peripherals
6. RESPONSIBILITY (Person’s functions and responsibility for maintain the instructions)
It is responsibility of the teacher In-charge to supervise, guide and inspect the activities conducted.

7. TOOLS, MATERIALS AND EQUIPMENTS (List all tools, materials and equipment required
to perform the task as indicated in the instructions) Screw Driver, Cable Tester, Multi-Tester
8. SAFETY REQUIREMENTS (List all necessary safety precautions that worker must comply with and all safety
equipment that must be used while following the operations specified in this document)
Wearing of Personal Protective Equipment (PPE), Apply Occupational Health and Safety (OHS) Procedure
9. INSTRUCTIONS (List all steps to be taken to complete the scope of this document.)
With the use of Flow Charts
Page | 28
CHECKING YOUR UNDERSTANDING (PART 1)
1. C – Process Mapping
2. C – Flowchart Diagram
3. C - Review
4. D - PDSA Cycle
5. A - Auditing

LOOKING BACK TO YOUR LESSON (PART 2)

2. DRIVE 2. DMAIC 3. PDSA
D - DEFINE D - DEFINE P - PLAN
R - REVIEW M - MEASURE D - DO
I - IDENTIFY A - ANALYZE S - STUDY
V - VERIFY I - IMPROVE A - ACT
E - EXECUTE C - CONTROL

ACTIVITIES (PART 2) CHECKING YOUR UNDERSTANDING

(PART 2)
Through the use of the
Feedback Form Through the use Criteria Rubrics

POST-TEST
1. A – Procedure 11. C – Process Mapping
2. B – Process 12. B – Flowchart diagram
3. C – Work Instruction 13. B – Identify
4. B – ISO 9001 Sec. 4.4 14. D – PDSA Cycle
5. B – ISO 9001 15. A – Auditing
6. B – Feedback
7. B – Customer’s Satisfaction
8. D – Supplier’s Feedback
9. C – Supervisor’s Rating
10. B – Self-Assessment

Page | 29
 CRITERIA RUBRICS FOR LESSON 1- ACTIVITY 1 and
LESSON 2 – CHECKING YOUR UNDERSTANDING
CRITERIA 5 4 3 2 1
The students The students The students The students The students
Quality are able to are able to are able to are able to are able to
of Answer understand understand and understand understand answer
with Correct and answer answer the and answer and answer questions but
Usage of the questions the questions the questions has a difficulty
Grammar questions correctly slightly correct slightly in constructing
correctly and correct with a ideas
clearly minimal error
explained in usage
grammar
The students The students The students The students The students
Ideas and are able to are able to are able to are able to have the
Explanation explain and explain his/her explain his/her explain hardship to
expand ideas ideas slightly his/her idea explain his/her
his/her ideas thoroughly idea
extremely

Scoring Legend:
10 pts.=90% 7 pts.=84% 4 pts.=78% 1 pt.=72%
9pts.= 88% 6 pts.=82% 3 pts.=76% 0pt.=70%
8 pts.=86% 5 pts.=80% 2 pts.=74%

References:
https://tallyfy.com/process-improvement-examples/
https://the9000store.com/iso-9001-2015-requirements/iso-9001-2015-context-of-the-
organization/processes-procedures-work-instructions/
https://asq.org/quality-resources/customer-satisfaction#
https://smartercx.com/4-tips-increasing-customer-satisfaction/
https://www.yourdictionary.com/feedback
https://www.helpscout.com/blog/customer-feedback/
https://blog.startquestion.com/7-reasons-why-customer-feedback-is-important-to-
your-business-28e99c00eba7
https://www.workforce.com/news/writing-effective-co-worker-comments#
https://www.thebalancecareers.com/how-to-provide-coworker-feedback-for-a-360-
review-1917538
Page | 30
https://bizfluent.com/facts-6789735-definition-evaluation-form.html
https://www.buyingfor.vic.gov.au/supplier-feedback-over-procurement-process-
goods-and-services-procurement-guide
https://www.betterteam.com/downloads/employee-evaluation-form
https://www.questionpro.com/blog/supplier-evaluation-form-example-tools-benefits/

ACKNOWLEDGEMENTS

Writer: LEONIE B. PALLONES

TIII-Ramon Magsaysay High School

Editor: MICHAEL DG. OMBAO

MT II- Ramon Magsaysay High School
PERLITO N. MALAYA
Head Teacher VI, Ramon Magsaysay High School

Reviewer: PERLITO N. MALAYA

Head Teacher VI, Ramon Magsaysay High School

ARIEL D. TOSIO
Education Program Supervisor, TLE-Vocational
AQUILINA TIAMA
Education Program Supervisor

Management Team: MARIA MAGDALENA M. LIM, CESO V

Schools Division Superintendent

AIDA H. RONDILLA
Chief, Curriculum Implementation Division

LUCKY S. CARPIO
Division EPS in Charge of LRMS
Division ADM Coordinator

LADY HANNAH C. GILLO

Librarian II-LRMS

Page | 31