8

11

Technical and
Vocational Livelihood
(Computer System Servicing)
Quarter 1 – Module 3:
Engage in Quality Improvement

Region I
ALAMINOS CITY DIVISION
Alaminos City, Pangasinan
Project Write, Write, Write
Alternative Instructional Module

i
Technical and Vocational Livelihood - 11
Alternative Instructional Module
Quarter 1 – Module 3: Engage in Quality Improvement
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in
any work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their respective
copyright holders. Every effort has been exerted to locate and seek permission to use
these materials from their respective copyright owners. The publisher and authors
do not represent nor claim ownership over them.

Published by the Alaminos City Division

Schools Division Superintendent: Lorna G. Bugayong, PhD, CESO VI
Assistant Schools Division Superintendent: Aguedo C. Fernandez, CESO VI

Development Team of the Module

Writer: Arleen C. Nogoy
Editors: Connie B. Cerezo, Florencio C. Valdez & Diana Marie G. Oiguan EdD
Reviewers: Raquel R. Rivera, Meriam M. Presiados PhD & Miguel G. Gellado Jr. EdD
Illustrator: Arleen C. Nogoy
Layout Artist: Jestoni H. Amores, PDO II & Mirasol C. Conde, MT
Management Team: Lorna G. Bugayong, PhD, CESO VI
Schools Division Superintendent
Aguedo C. Fernandez, CESO VI
Assistant Schools Division Superintendent
Wilfredo E. Sindayen, EdD, Division CID Chief
Ronald B. Radoc, EdD, EPS, LRMS
Miguel G. Gellado Jr., EdD, EPS, TLE/EPP

Printed in the Philippines by:

Department of Education: Region I – Alaminos City Division

Office Address: San Jose Drive, Alaminos City, Pangasinan

Telefax: (075) 205-0644/205-0643

E-mail Address: alaminos.city@deped.gov.ph

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 11
Technical and
Vocational Livelihood
Quarter 1 – Module 3:
Engage in Quality Improvement

iii
Introductory Message
For the facilitator:
Welcome to the Technical and Vocational Livelihood – 11 Alternative Delivery
Mode (ADM) Module on Engage in Quality Improvement.
This module was collaboratively designed, developed and reviewed by
educators both from public and private institutions to assist you, the teacher
or facilitator in helping the learners meet the standards set by the K to 12
Curriculum while overcoming their personal, social, and economic
constraints in schooling.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore, this
also aims to help learners acquire the needed 21st century skills while taking
into consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing
them to manage their own learning. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the module.

For the learner:

Welcome to the Technical and Vocational Livelihood – 11 Alternative Delivery

Mode (ADM) Module on Engage in Quality Improvement
The hand is one of the most symbolized part of the human body. It is often
used to depict skill, action and purpose. Through our hands we may learn,
create and accomplish. Hence, the hand in this learning resource signifies
that you as a learner is capable and empowered to successfully achieve the

iv
relevant competencies and skills at your own pace and time. Your academic
success lies in your own hands!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time.
You will be enabled to process the contents of the learning resource while
being an active learner.

This module has the following parts and corresponding icons:

What I Need to This will give you an idea of the skills or

Know competencies you are expected to learn in
the module.

What I Know This part includes an activity that aims to

check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip
this module.

What’s In This is a brief drill or review to help you

link the current lesson with the previous
one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such
as a story, a song, a poem, a problem
opener, an activity or a situation.

What is It This section provides a brief discussion of

the lesson. This aims to help you discover
and understand new concepts and skills.

What’s More This comprises activities for independent

practice to solidify your understanding
and skills of the topic. You may check the
answers to the exercises using the
Answer Key at the end of the module.
What I Have This includes questions or blank
Learned sentence/paragraph to be filled in to
process what you learned from the
lesson.

What I Can Do This section provides an activity which

will help you transfer your new
knowledge or skill into real life situations
or concerns.

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 Assessment This is a task which aims to evaluate your
level of mastery in achieving the learning
competency.
Additional In this portion, another activity will be
Activities given to you to enrich your knowledge or
skill of the lesson learned. This also tends
retention of learned concepts.

Answer Key This contains answers to all activities in

the module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind that
you are not alone.

We hope that through this material, you will experience meaningful

learning and gain deep understanding of the relevant competencies. You
can do it!

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 What I Need to Know

This module was designed and written with you in mind. It is here to
help you master using nail care tools and equipment. The scope of this module
permits it to be used in many different learning situations. The language used
recognizes the diverse vocabulary level of students. The lessons are arranged
to follow the standard sequence of the course.

The module has one lesson namely: Engage in Quality Improvement

After going through this module, you are expected to:

1. Participate process improvement procedures in relative to

workplace assignment.
2. Carry out work in accordance with process improvement
procedures.
3. Monitor performance of operation or quality of product or service to
ensure customer satisfaction.

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 What I know

Direction: Read and answer carefully. Emphasize to use separate sheet of

papers as their answer sheet.

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
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
11. 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

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12. 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
13. 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
14. It is a continuous improvement tool developed by W. Edward
Demming.
a. A. DRIVE c. IL Cycle
b. DMAIC d. PDSA Cycle
15. It is one of the most critical parts of process improvement.
a. Auditing c. Reviewing
b. Identifying d. Verifying

Got perfect?
CONGRATULATIONS!
Not perfect?
Proceed with the Lesson

3
 Lesson
Engage in Quality Improvement
1

What’s In

Activity 1

Directions: Identify the name of the marks/certification presented and its

purpose. Write your answer on the space provided for.

With the Quality!

A.Names:

1 . _________________________________________

2 . ___________________________________

3 . _____________________________

4 . _______________________

B. Purpose

1 . _________________________________________

2 . ___________________________________

3 . _____________________________

4 . _______________________

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 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. ____________________

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 What’s New

Activity 2:
Directions: Explain your understanding on the quotes “Continuous
improvement is better than delayed perfection by Mark Twain”. How can you
apply this in your specialization as CSS student?

SCORE CRITERIA
5 Creatively and neatly done showing much relevance to
the given topic
4 Creatively done and neat enough with relevance to the
given topic
3 Creatively done and neat enough but no relevance to the
given topic
2 Simply done and neat enough but not so relevant to the
given topic
1 Poorly done with erasures and irrelevant to the given
topic

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 What Is It

I. PROCESS IMPROVEMENT PROCEDURE

Process improvement procedure is conducted to make things more effective

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

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

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.

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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 phases:

• 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.

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 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 find 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.

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.)

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 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?

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)

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 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?

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.

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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.

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II. MONITOR PEFORMANCE OPERATION

In monitoring performance operation, there are factors that needed to

consider in improving your products and or services.

Factors in Monitoring Performance Operation

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.

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 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.

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.

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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 are 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.

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 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

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.

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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.

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 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.

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.

4. SUPERVISOR’s RATING SHEET

An evaluation form is a document supervisor 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

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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 organization’s broader supplier engagement strategy.

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.

19
FEEDBACK FORMS SAMPLE

20
 What’s More

Activity 3
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 - _____________

Activity 4
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
______________________________________________________________________
______________________________________________________________________

21
 Rubrics

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

What I Have Learned

What are the most important things that you have learned from the
lesson? Give some details.

The most important things that I've learned from this lesson are:
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________.

22
 What I Can Do

Activity 5
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 were you 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

23
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

24
 Assessment

Directions: 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. 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

25
 12. 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
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

Additional Activities

Activity 6 HOME ACTIVITY

A. Watch the video on

https://www.youtube.com/watch?v=RnM3u99xIf4&t=178s

or

https://edu.gcfglobal.org/en/computerbasics/setting-up-a-
computer/1/

regarding Computer Basics: Setting Up a Desktop Computer.

Do any of the following:

Take a picture/screen shot the steps on Connecting

Parts/Peripherals. Paste it on short bond paper and write the
procedure.

Draw the steps and write the procedure.

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).

26
 Republic of the Philippines
Department of Education
Region I
SCHOOLS DIVISION OFFICE OF ALAMINOS CITY
Poblacion, Alaminos City, Pangasinan
Technology and Livelihood Education Department
G11 - Computer System Servicing (CSS)

FEEDBACK FORM

Ratee: ____________________
Section: _______________
School: Alaminos City National High School
Shop/Lab: Computer Lab 1
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 behavior during the activity

Benefits/Gained: Problem/s Encountered

Comments/Suggestion:
Feedback Result

_________________________________ _____________________________________
Ratee’s Signature over Printed Name Evaluator’s Signature Over Printed Name

Legend: 5 – Excellent 4 – Very Good 3- Good 2 – Fair 1- Poor

Congratulations! You did a great job!

Rest and27relax a while before you move
on to the next lesson. Good luck!
 28
Activity 3
DRIVE DMAIC 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
Activity 2 – Refer to rubrics
Activity 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
Pretest
1. B – Process 6. B – Feedback 11. C
2. A – Procedure 7. B – Customer’s Satisfaction 12. C
3. C – Work Instruction 8. D – Supplier’s Feedback 13. C
4. C – Quality Management System 9. C – Supervisor’s Rating 14. D
5. B – ISO 9001 10. B – Self-Assessment 15. A
Answer Key
 29
Activity 6 – Through the use of feedback form
Activity 5
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 – Screwdriver, 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
Activity 4 – Refer to rubrics
REFERENCES:

• CBLM – Common Competency in Computer System Servicing by: Louie

Jr. Azul
• Information and Communication Technology Computer System
Servicing Grade 9 – Module 3 - ENGAGE IN QUALITY IMPROVEMENT
- DIVISION OF CITY SCHOOLS – MANILA
• https://tallyfy.com/process-improvement-examples/
• 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
• https://www.buyingfor.vic.gov.au/supplier-feedback-over-
procurement-process-goods-and-services-procurement-guide
• https://www.pinterest.ph/pin/183381016063707138/
• https://business.lovetoknow.com/human-resources-employment-
law/sample-completed-employee-evaluations
• https://www.betterteam.com/downloads/employee-evaluation-form-
download-20170810.pdf
• https://www.questionpro.com/blog/supplier-evaluation-form-
example-tools-benefits/
• https://www.questionpro.com/blog/supplier-evaluation-form-
example-tools-benefits/

30
For inquiries or feedback, please write or call:

Department of Education – City Schools Division of Alaminos

San Jose Drive, Poblacion, Alaminos City, Pangasinan

Telefax: (075) 205-0644/205-0643

Email-Address: alaminos.city@deped.gov.ph