What are the things you
consider in buying any
product?
Program Course: Computer System Servicing NCII
Unity of Competency: Apply Quality Standard
Module: Applying of Quality Standard
___________________________________________________________________________
Learning Outcome 1: Assess Condition of Received Equipment
Learning Outcome 2: Assess Own Work
Learning Outcome 3: Validate one’s work for quality improvement
Assess
Own
Work
Lesson Two
Workplace Procedure
Workplace Procedure is a set of written
instructions that identifies the health and safety
issues that may arise from the jobs and tasks that
make up a system of work.
PERFORMANCE CRITERIA
1. Identify hazards and assess risk.
2. Follow procedures and strategies for risk control.
3. Contribute to OHS in the workplace.
Work instruction may be:
Verbal
Written
In English
In a community language
Provided visually eg. video, OHS signs, symbols
and other pictorial, presentation, etc.
Reports identifying workplace hazards may
be verbal or written and may include:
A. Face to face
B. Phone messages
C. Notes
D. Memos
E. Specially designed report forms
TYPES AND WORK-RELATED
ERRORS
A. Quantity of work (untimely completion, limited
production)
1. Poor prioritizing, timing, scheduling
2. Lost time Tardiness, absenteeism, leaving
without permission Excessive visiting, phone use,
break time, use of the Internet Misuse of sick leave
3. Slow response to work requests, untimely
completion of assignments
4. Preventable accidents
B. Quality of work (failure to meet quality standards)
1. Inaccuracies, errors
2. Failure to meet expectations for product quality,
cost or service
3. Customer/client dissatisfaction
4. Spoilage and/or waste of materials
5. Inappropriate or poor work methods
Work Behavior Which Result in
Performance Problems
Inappropriate behavior (often referred to as
"poor attitude")
1. Negativism, lack of cooperation, hostility
2. Failure or refusal to follow instructions
3. Unwillingness to take responsibility ("passing the
buck")
4. Insubordination
5. Power games
Resistance to change
1. Unwillingness, refusal or inability to update skills
2. Resistance to policy, procedure, work method
changes
3. Lack of flexibility in response to problems
Inappropriate interpersonal relations
1. Inappropriate communication style: over-
aggressive, passive
2. Impatient, inconsiderate, argumentative
3. Destructive humor, sarcasm, horseplay, fighting
4. Inappropriate conflict with others, customers, co-
workers, supervisors
Inappropriate physical behavior
1. Smoking, eating, drinking in inappropriate places
2. Sleeping on the job
3. Alcohol or drug use
4. Problems with personal hygiene
5. Threatening, hostile, or intimidating behaviour
QUALITY STANDARDS
Standards are sets of rules that outline
specification of dimensions, design of operation,
materials and performance, or describe quality of
materials, products or systems.
1. Hardware
The durability of the work depends on the quality
of its component parts and the assembly skills of
those who install it.
2. Production Process
In production process, checking of quality
assurance must be highly considered.
A. FAILURE TESTING
A valuable process to perform on a whole
consumer product is failure testing, the operation
of a product until it fails, often under stresses such
as increasing vibration, temperature and humidity.
SIX SIGMA
Sigma Performance Levels – One to Six Sigma
Sigma Level Defects Per Million
Opportunities (DPMO)
1 690,000
2 308,537
3 66,807
4 6,210
5 233
6 3.4
Real-world Performance Levels
Situation/Example In 1 Sigma World In 3 Sigma World In 6 Sigma World
Pieces of your mail lost
per year [1,600 1,106 107 Less than 1
opportunities per year]
Number of empty
coffee pots at work 470 45 Less than 1
(who didn’t fill the
coffee pot again?) [680
opportunities per year]
Number of telephone
disconnections [7,000 4,839 467 0.02
talk minutes]
Erroneous business
orders [250,000 172,924 16,694 0.9
opportunities per year]
C. COMPANY QUALITY
The
company-wide quality approach places an
emphasis on three aspects:
1. Elements such as controls, job management,
adequate processes, performance and integrity criteria
and identification of records
2. Competence such as knowledge, skills, experience
and qualifications
3. Soft elements, such as personnel integrity,
confidence, organizational culture, motivation, team
spirit and quality relationships.
D. TOTAL QUALITY CONTROL
Total Quality Control is the most necessary
inspection control of all in cases where, despite
statistical quality control techniques or quality
improvements implemented, sales decrease.
3. Final Product
The ISO 9000 family of
quality management systems standards is designed
to help organizations ensure that they meet the
needs of customers and other stakeholders while
meeting statutory and regulatory requirements
related to a product or program. ISO 9000 deals
with the fundamentals of quality management
systems, including the eight management
principles upon which the family of standards is.
10 ELEMENTS OF ISO 9000
Quality policy
Quality objectives
Quality manual
Organizational structure and responsibilities
Data Management
Processes - including purchasing
Product quality leading to Customer satisfaction
Continuous improvement including
corrective and preventive action
Quality instruments
Control of Document
4. Customer Service Customer
service
isa series of activities designed to enhance the
level of customer satisfaction that is, the feeling
that a product or service has met the customer
importance varies by product, industry and
customer.
