Senior High School

Computer System
Servicing
Quarter 1 - Module 2
Applying Quality Standards
(Assess Own Work)

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 Senior High School

Computer System
Servicing
Quarter 1 - Module 2
Applying Quality Standards
(Assess Own Work)

This instructional material was collaboratively developed and reviewed

by educators from public and private schools, colleges, and or/universities. We
encourage teachers and other education stakeholders to email their feedback,
comments, and recommendations to the Department of Education at action@
deped.gov.ph.

We value your feedback and recommendations.

Department of Education ● Republic of the Philippines

FAIR USE AND CONTENTS DISCLAIMER: This Self Learning Module (SLM) is for
educational purposes only. Borrowed materials (i.e., songs, stories, poems,
pictures, photos, brand names, trademarks, etc.) included in these modules are
owned by their respective copyright holders. The publisher and authors do not
represent nor claim ownership over them. Sincerest appreciation to those who made
significant contributions to these modules.
Computer Systems Servicing- Grade 12
Alternative Delivery Mode
Quarter 1 - Module 2: Applying Quality Standards
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 royalty.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this book 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 Department of Education – Division of Cagayan de Oro Schools

Division Superintendent: Dr. Cherry Mae L. Limbaco, CESO V

Development Team of the Module

Author/s: Jackielyn A. Agcol

Cherry Mae A. Andilab

Reviewers: Chemby Mae S. Pequiro

Jufel S. Gutang
Zsa-Zsa S. Daug
Jessica B. Cunado

Illustrator and Layout Artists:

Jackielyn A. Agcol
Cherry Mae A. Andilab

Management Team
Chairperson: Cherry Mae L. Limbaco, PhD, CESO V
Schools Division Superintendent

Co-Chairperson: Rowena H. Para-on, PhD.

Assistant Schools Division Superintendent

Members: Lorebina C. Carrasco, OIC-CID Chief

Ray O. Maghuyop, EPS-Math
Joel D. Potane, LRMS Manager
Lanie O. Signo, Librarian II
Gemma Pajayon, PDO II

Printed in the Philippines by

Department of Education – Bureau of Learning Resources (DepEd-BLR)
Office Address: Fr. William F. Masterson Ave., Upper Balulang, Cagayan de Oro
Telefax: (08822)855-0048
E-mail Address: cagayandeoro.city@deped.gov.ph
 Table of Contents

What This Module is About ………………………………………... i

What I Need to Know ………………………………………... i

How to Learn from this Module ………………………………………... ii

Icons of this Module ………………………………………... ii

What I Know ………………………………………... iii

Module: 2
Assess Own Work
What I Need to Know ………………………………………... 1
What’s New ………………………………………... 1
What’s More ………………………………………... 2
What Is It ………………………………………... 2–5
What’s More ………………………………………... 5
What I Have Learned ………………………………………... 6
What I Can Do ………………………………………... 7

Summary ………………………………………... 7

Assessment ………………………………………... 8

Key to Answers ………………………………………... 9

References ………………………………………... 10
What This Module Is About

This module contains information and suggested learning activities on Computer

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

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

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

learning activities supported by concept notes in the What’s New section. Before you
perform the learning activities, read the What’s New section provided to ascertain to
yourself and your teacher that you have acquired the knowledge necessary to perform
the skill portion of the particular learning outcome.

Upon completion of this module, submit your portfolio to your teacher for the checking
of your achievement of knowledge and skills requirement of this module.

What I Need to Know

At the end of this module, the learners shall be able to apply quality standards in
computer systems servicing:

2. Assess own Work. (TLE_IACSS912AQS-Ib-2)

2.1 Identify and use documentation relative to quality within the prescribe standard

2.2 Check completed work against workplace standards relevant to the task undertaken

2.3 Identify and isolate errors

2.4 Record information on the quality and other indicators of production performance in
accordance with workplace procedures

i
How to Learn from this Module
To achieve the objectives cited above, you are to do the following:
• Take your time reading the lessons carefully.
• Follow the directions and/or instructions in the activities and exercises diligently. i
• Answer all the given tests and exercises.

Icons of this Module

What I Need to This part contains learning objectives that are set
Know for you to learn as you go along the module.

What I know This is an assessment as to your level of

knowledge to the subject matter at hand,
meant specifically to gauge prior related
Knowledge
What’s In This part connects previous lesson with that
of the current one.

What’s New An introduction of the new lesson through

various activities, before it will be presented
to you

What is It These are discussions of the activities as a

way to deepen your discovery and under-
standing of the concept.

What’s More These are follow-up activities that are in-

tended for you to practice further in order to
master the competencies.

What I Have Activities designed to process what you

Learned have learned from the lesson

What I can do These are tasks that are designed to show-

case your skills and knowledge gained, and
applied into real-life concerns and situations.

ii
 What I Know

Assessment: (Pre-Test)
Multiple Choice.

Direction: Select the best answer for each question. Write your answer on a separate sheet
of paper.

1. Which of the following work behavior does NOT result to a performance problem?
A. Insubordination C. Optimism
B. Negativism D. Power game
2. Which behaviour affects the quantity of work in the workplace?
A. Customer dissatisfaction C. Negativism
B. Failure to follow instructions D. Tardiness
3. Which of the following is a manifestation of a quantity of work-related error?
A. Customer dissatisfaction C. Loss of time
B. Inaccuracy D. Waste of materials
4. The following are errors related to quality of work EXCEPT _______?
A. Client dissatisfaction C. Poor work method
B. Misuse of sick leave D. Spoilage
5. Which way may be used in reporting the identified workplace hazard?
A. Face to face C. Memo
B. Phone messages D. All of the above
6. Which method is used in controlling risk in the work area?
A. Administrative control C. Engineering control
B. Eliminate risk D. All of the above
7. Which behaviour affects the quality of work?
A. Cherry used her sick leave to attend to her friend’s party.
B. Christy did not follow the specifications ordered by the customer.
C. Eula is always involved in arguments with her co-workers.
D. Jackie arrives in the workplace 10 minutes late.
8. Which is an inappropriate physical behaviour?
A. Inappropriate or poor work methods
B. Insubordination
C. Lack of flexibility in response to problems
D. Smoking in the workplace

9. Unwilling, refusal or inability to update skills falls in which work behavior that results
performance behavior?
A. Inappropriate Behavior C. Inappropriate Physical Behavior
B. Inappropriate Interpersonal Relation D. Resistance to change

10.Unwillingness to take responsibility falls in which work behavior that results performance
behavior?
A. Inappropriate Behavior C. Inappropriate Physical Behavior
B. Inappropriate Interpersonal Relation D. Resistance to change

iii
 Lesson

1 Basic Computer Maintenance

What I Need to Know

After knowing the processes on how to assess the quality of received materials, there
is a need to know how to assess your own work.

In this topic, you will learn the safe workplace procedure in accordance to Occupational
Health and Safety and identify the type of work - related error.

What’s New

Activity 1. Write QN or QL

Write QN if the statement affects the quantity of work and QL if the statement affects
the quality of work. Write your answers on a separate sheet of paper.

______ 1. Poor scheduling of work

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

1
 What’s More

Activity 2. TRUE or FALSE

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

__________ 1. Poor attitude results in performance problem.

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

What Is It

Assess Own Work

Workplace Procedure is a set of written instructions that identifies the health and safety issues
that may arise from the jobs and tasks that make up a system of work. 7
A safe working procedure should be written when:

designing a new job or task

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

The safe working procedure should identify:

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

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

2
1. Identify hazards and 1.1 Identify hazards in the work area and during the
assess risk. performance of workplace duties.

1.2 Assess level of risk

2. Follow procedures and 2.1Report hazards in the work area to designated
strategies for risk control. personnel according to workplace procedures
2.2 Follow workplace procedures and work instructions for
assessing and controlling risks with minimal supervision.
2.3 Whenever necessary, within the scope of
responsibilities and competencies, follow workplace
procedures for dealing with hazards and incidents, fire
and/or other emergencies
3. Contribute to OHS in the 3.1 Describe employee rights regarding consultation on
workplace. OHS matters
3.2 Raise task and/or job specific OHS issues with
appropriate people in accordance with workplace
procedures and relevant OHS legislative requirements
3.3 Contribute to participative arrangement for OHS
management in the workplace within organisational
procedures and the scope of responsibilities and
competencies
3.4 Provide feedback to supervisor on hazards in work
area in line with organizational OHS policies and
procedures
3.5 Provide support in implementing procedures to control
risks in accordance with organizational procedures
4. Work instruction may be: Ø Verbal
Ø Written
Ø In English
Ø In a community language
Ø Provided visually ex. video, OHS signs, symbols
and other pictorial, presentation, etc.
5. Controlling risks in the Ø Application of the hierarchy of control, namely:
work area may include Ø Eliminate the risk
Ø Reduce/minimize the risk through
Ø Engineering controls
Ø Administrative controls
Ø Personal protective equipment

6.Reports identifying Ø Face to face

workplace hazards may be Ø Phone messages
verbal or written and may Ø Notes
include: Ø Memos
Ø Specially designed report forms

3
 7. Examples of OHS issues Ø Hazards identified
which may need to be raised Ø Problems encountered in managing risks associated with
by workers with designated hazards Clarification on understanding of OHS
personnel may include: policies and procedures Communication and
consultation processes
Ø Follow up on reports and feedback.
Ø Effectiveness of risk controls in place
Ø Training needs
8. Examples of contributions Recommendations on changes to work processes,
may include: equipment or practices
Listening to the ideas and opinions of others in the team
Sharing opinions, views, knowledge and skills
Identifying and reporting risks and hazards
Using equipment according to guidelines and operating
manuals.

TYPES OF WORK-RELATED ERRORS

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

1. Poor prioritizing, timing, scheduling

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

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

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

Work Behavior Which Result in Performance Problems

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

Negativism, lack of cooperation, hostility

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

4
B. Resistance to change

Unwillingness, refusal or inability to update skills

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

C. Inappropriate interpersonal relations

Inappropriate communication style: over-aggressive, passive

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

D. Inappropriate physical behavior

Smoking, eating, drinking in inappropriate places

Sleeping on the job
Alcohol or drug use
Problems with personal hygiene
Threatening, hostile, or intimidating behavior

What’s More

Activity 3. Compare and Contrast

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

Similarities Differences

5
 What I Have Learned

Activity 3. Essay

Do you think maintaining a good work-related behavior is important in the workplace? Why?

6
 What I Can Do

Activity 4. Record Behavior

Choose at least two (2) persons in your community with experience in working
on a company or an establishment.
Ask them the five (5) Work Behavior Which Result in Performance Problems
that they have committed or observed during their employment.
After the interview, record their answer in a tabular form as shown below and
identify whether it belongs to Inappropriate behavior, Resistance to change,
Inappropriate interpersonal relations, or Inappropriate physical behavior.

Name of Person: ____________________________

Establishment he/she is working with:

Committed / Observed behavior Category

1
2
3
4
5

SUMMARY

Workplace Procedure is a set of written instructions that identifies the health and safety
issues that may arise from the jobs and tasks that make up a system of work. A safe working
procedure should be written when: designing a new job or task, changing a job or task,
introducing new equipment, and reviewing a procedure when problems have been identified.

There are types and work-related errors that can affect the quantity and quality of work.
These include poor attitude towards work, resistance to change, inappropriate interpersonal
relations, and inappropriate physical behavior.

7
 Assessment: (Post-Test)

Multiple Choice

Direction: Select the best answer for each question. Write your answer on a separate sheet of
paper.

1. Which of the following work behavior does NOT result to a performance problem?
A. Insubordination C. Optimism
B. Negativism D. Power game

2. Which behavior affects the quantity of work in the workplace?

A. Customer dissatisfaction C. Negativism
B. Failure to follow instructions D. Tardiness

3. Which of the following is a manifestation of a quantity of work-related error?

A. Customer dissatisfaction C. Loss of time
B. Inaccuracy D. Waste of materials

4. The following are errors related to quality of work EXCEPT _______?

A. Client dissatisfaction C. Poor work method
B. Misuse of sick leave D. Spoilage

5. Which way may be used in reporting the identified workplace hazard?

A. Face to face C. Memo
B. Phone messages D. All of the above

6. Which method is used in controlling risk in the work area?

A. Administrative control C. Engineering control
B. Eliminate risk D. All of the above

7. Which behavior affects the quality of work?

A. Cherry used her sick leave to attend to her friend’s party.
B. Christy did not follow the specifications ordered by the customer.
C. Eula is always involved in arguments with her co-workers.
D. Jackie arrives in the workplace 10 minutes late.

8. Which is an inappropriate physical behavior?

A. Inappropriate or poor work methods
B. Insubordination
C. Lack of flexibility in response to problems
D. Smoking in the workplace

9. Unwilling, refusal or inability to update skills falls in which work behavior that results
performance behavior?
A. Inappropriate Behavior C. Inappropriate Physical Behavior
B. Inappropriate Interpersonal Relation D. Resistance to change

10.Unwillingness to take responsibility falls in which work behavior that results performance
behavior?
A. Inappropriate Behavior C. Inappropriate Physical Behavior
B. Inappropriate Interpersonal Relation D. Resistance to change

8
9
Pre - Test What’s New What’s More
1. C 1. NQ
2. D 2. QL Answers may vary
3. C 3. QL
4. B 4. QN
5. D 5. QN
6. D 6. QN
7. B 7. QN
8. D 8. QN
9. D 9. QN
10. A 10. QL
II.
1. TRUE
2. FALSE
3. TRUE
4. TRUE
5. FALSE
What I Have Learned What I Can Do Post Test
1. C
Answers may vary Answers may vary 2. D
3. C
4. B
5. D
6. D
7. B
8. D
9. D
10. A
Key to Answers
References
Books:

Mc Laughlin, Robert, Sasser, Susan Ralston, Fix your own PC. Philippines
Graphics Arts, Inc., Tandang Sora St., Caloocan City
Legaspi, Carlos, Caina, Mark Anthony Operate A Personal Computer. Dasmarinas
Computer Learning Center.

Websites:

http://www.paramounthealthcare.com/body.cfm?id=65
http://www.mcrcc.osmre.gov.ph
http://www.standards.dfes.gov.uk
http://www.swce.gov.uk
http://deming.eng.clemson.edu/pub/tutorials/qctools/flowm.htm
http://en.wikipedia.org/wiki/Quality_management
http://www.empf.org/empfasis/aug04/prop.htm
http://www.empf.org/empfasis/aug04/prop.htm
http://www.lakeland.cc.il.us/~internal/policymanual/10fiscalaffairs/1026.POL.htm
https:.gao.gov/new.items/d0871.pdf]
https:plant-materials.nrcs.usda.gov/pubs/nmpmcnl6045.pdf
https.cdpr.ca.gov
https.freepatentsonline.com
http://en.wikipedia.org/wiki/Customer_service
https://en.wikipedia.org/wiki/Quality_standard
https://www.technet.unsw.edu.au/tohss/swp.htm
https:://xnet.rrc.mb.ca/healthsafety/safeworkprocedures
https:// marketbusinessnews.com/financial-glossary/quality-improvement/
https://tiny.cc/kp62rz
https://Tinyurl.com/y7rmgl2y
https://Tinyurl.com/ycrxgg6j
https://Tinyurl.com/y9ylebmz
https://Tinyurl.com/y9u2wwg7

10
 For inquiries and feedback, please write or call:

Department of Education – Bureau of Learning Resources (DepEd-BLR)

DepEd Division of Cagayan de Oro City
Fr. William F. Masterson Ave Upper Balulang Cagayan de Oro
Telefax: ((08822)855-0048
E-mail Address: cagayandeoro.city@deped.gov.ph