Computer

Senior High School NOT

Systems Servicing
Quarter 1 - Module 1
(Week 1-2)
Applying Quality Standards
 Department of Education ● Republic of the Philippines

Systems
Compute
r
Senior High School

Servicing NC
II Quarter 1 - Module 1
Applying of Quality Standards

This instructional material was collaboratively developed and reviewed

by educators from the public schools. We encourage teachers and other

education stakeholders to email their

feedback,
 recommendations to the Department We value your feedback and
of recommendations.
comments, and
Education.

Department of Education ● Republic of the Philippines

Table of Contents

What This Module is

About....................................................................................................i What I Need to
Know .............................................................................................................ii How to Learn
from this Module.............................................................................................ii Icons of this
Module.............................................................................................................. iii

What I Know..........................................................................................................................iv

Lesson 1:
Applying of Quality Standards ..................................................................................
What I Need to Know ....................................................................................1 What’s New:
(Assessed Quality of Received Materials.) ............................2 What Is It
.......................................................................................................3 What’s More: (Analysis
of Item)....................................................................4

What’s New: (Assessed Quality of Received Materials.) ............................6

What Is It
.......................................................................................................7 What’s
More: (Essay)....................................................................................8

What’s New: (Assess own Work).................................................................9

What Is It .......................................................................................................
12 What’s More: (Compare and
Contrast)......................................................... 13

What’s New: (Engage in quality improvement)............................................

14 What Is It
....................................................................................................... 18 What’s
More: (Practical Questions) .............................................................. 18
 What’s New: (Engage in quality improvement)............................................
19 What Is It
....................................................................................................... 25 What’s
More: (Fish Bone Diagram)............................................................... 26

What I Have Learned: (Importance of Quality Standards)............................

27 What I Can Do: (Application at
Home).......................................................... 28

Summary...............................................................................................................................
29 Assessment: (Post-Test)
...................................................................................................... 30 Key to Answers
..................................................................................................................... 32

References ..................................................................................................36
i

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

containslearning activities supported by concept notes in the What’s New section. Before you
performthe 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.
ii

What I Need to Know

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

1. Assess Quality of Received Materials. ( TLE_IACSS912AQS-Ia-1)

2. Assess own Work. (TLE_IACSS912AQS-Ib-2)
3. Engage in quality improvement. (TLE_IACSS9-12 AQS-Ic-3)
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. •
Answer all the given tests and exercises.
iii

Icons of this Module

What I Need This part contains learning objectives
to Know that are set 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

Learned you 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.

iv

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 refers to the sets of rules that outline specification of dimensions, design of
operation, materials and performance, or describe quality of materials, products
orsystems? A. Workplace procedure C. Production Process
B. Standards D. Failure testing
2. Which behaviour affects the quantity of work in the workplace?
A. Tardiness C. Customer dissatisfaction B. Negativism D. Failure to follow
instructions 3. When should a safe working procedure be written?
A. When you have nothing else to do C. When the boss tells you to do so B. When
designing a new task D. When there are tasks to be eliminated
4. Which factor should be considered when choosing the right material for a certain
project? A. Cost of material C. Popularity of the material B. Brand of the material D. Source
of the material
5. Which is considered as the most important factor when choosing materials to
buy? A. cost C. quality
B. demand D. suitability
6. Which task must be done first when receiving materials?
A. match the packing slip to the items received
B. sign the delivery form immediately
C. make an inventory report of the items received
D. check the items for any defects
7. Which behaviour affects the quality of work?
A. Ana arrives in the workplace 10 minutes late.
B. Joseph used his sick leave to attend to his friend’s party.
C. Stephen did not follow the specifications ordered by the customer.
D. Shela is always involved in arguments with her co-workers.
8. Which is an inappropriate physical behaviour?
A. Smoking in the workplace
B. Lack of flexibility in response to problems
C. Insubordination
D. Inappropriate or poor work methods
9. Which refers to the process performed on a whole consumer
product? A. statistical control C. quality control
B. failure testing D. production process
10. Which is a systematic approach to the elimination or reduction of rework, waste,
and losses in the production process?
A. Quality control C. Quality planning
B. Quality improvement D. Quality assurance
11. Which is a system in manufacturing for maintaining standards?
A. Quality control C. Quality planning
B. Quality improvement D. Quality assurance
12. Which refers to the process of identifying which quality standards to focus on and then
determine what to do?
A. Quality control C. Quality planning
B. Quality improvement D. Quality assurance
13. Which focuses on improving the production process?
A. Quality control C. Quality planning
B. Quality improvement D. Quality assurance
14. Which refers to the direct one-on-one interaction between a consumer making a
purchase and a representative of the company that is selling it?
A. Customer-company relationship C. Customer service
B. Customer interaction D. Marketing process
15. Which system or process is being implemented after the finished product is
completed? A. Quality assurance C. Quality planning
B. Quality control D. Quality improvement
Computer Systems Servicing I

Week 1

APPLYING
QUALITY

STANDARDS
 What I Need to Know

LO 1 Assess Quality of ReceivedMaterials

1.1 Obtain work instruction in accordance with standard operating procedures

1.2 Check the received materials against workplace standards and
specifications 1.3 Identify and isolate faulty materials related to work
1.4 Record and/ or report defects and any identified causes to the supervisor concerned in
accordance with workplace procedures

LO 2 Assess own Work

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

LO 3 Engage in quality improvement

3.1 Discuss process improvement procedures in relative to workplace

assignment 3.2 Carry out work in accordance with process improvement
procedures
2

What’s New

Assess Quality of Received Materials

The student must relate material properties to product and process quality. These are the
factors that must be taken into consideration when choosing the right material for their
components and assemblies:

1. Selection ofmaterial
Material selection is one of the most common tasks for design engineering. The ability to
assess the material’s impact on the performance of a product is crucial for reliable
performance. Sometimes, buyers are also considering the label or name of the company
which are producing great quality of materials and are known in the market. Examples are
the name HP for printer and Intel for some computer hardware.

2. Testing ofmaterial

The testing of material properties is widely understood to be the key to obtaining data for a
project, performing failure analysis, or understanding material interactions. Material testing
also provides information on the quality of incoming and outgoing products. Inspection test
equipment and techniques are demonstrated for a wide range of materials and assemblies
during the class. This provides the participants with both knowledge of the common failure
modes.

3. Cost of material

The cost of material is also considered when buying or selecting materials for a specific
project. The amount may vary but never taken for granted the quality and the reliability of the
material. Will you buy material which is less expensive but worst in quality? Will you buy
material which you cannot afford? People look for places which can meet their standards
and right cost for materials

Characteristic of common materials for increased security is also a great factor in the
design and
planning
process.
Evaluation of
longevity
criteria and
assessment of site .
environmental factors are vital to project planning. Specific knowledge about the
project and general common sense must dictate design and material selection.
Although many materials can offer enhanced protection, often the most cost-
efficient and readily available material that provides reasonable life expectancy for
the project must be considered.
3

Before planning and designing takes place, you should evaluate the material
options and system requirements

The characteristic of the materials to be used for specific project must be:

✓ of good quality

This is the most important factor when choosing materials to buy. Products with
good quality are long-lasting and safe to use because you know that it follows
certain standards before being commercialized.

✓ reliable

It means that you can be sure that it will perform its function well, will operate safely
and will give the best it could give.
 ✓ suitable for the application/purposes

Choose the materials which are very necessary to make the project possible. Making
a list of products/materials to buy is a good trait of a wise consumer. Products which
are not to be used must be crossed out.

✓ low cost

It doesn’t mean that you will choose for the less expensive one and exclude the
quality. Low cost means you can afford to buy the materials without hurting your
pocket and being assured of better quality.

What Is It
I. Enumerate the following. Use a separate sheet of paper in answering. 1. List

down the three factors to be considered when choosing the right material?

2. What are the three characteristics of materials to be used for specific

project? II. Define Good Quality.

What’s More

DIRECTION: Choose 1 item you want to purchase based on the factors discussed in
the lesson. State your reasons why you choose it.
HP Deskjet 2620 EPSON L3110 3 in 1 Printer

Price: 3,705.00 Price: 7,500.00

Specifications: Specifications:

• Inkjet printer • Inkjet printer

• Print, scan, copy / Wireless • Print, scan, copy
• Printing resolution: 4800 x 1200 • Dye ink print resolution: 5,760
dpi color x 1,440
• Print speed: 7.5 ppm Black and • Printing Resolution: 5760 dpi
5.5 ppm Color • Print speed: 33 ppm Blk / 15 ppm
• Print size: up to Legal size colour draft text
• Scan and copy up to A4 size only • Print size: up to Legal size
• Scan and copy up to A4 Size

5
CANON G1010 BROTHER DCP-T310 3IN1 Printer

Price: 4,800.00 Price: 7,900.00

Specifications: Specifications:

• Refillable inkjet printer • Inkjet printer

• Print only • Print, scan, copy
• Print resolution: 4800 x 1200 dpi • Print resolution: Up to 1,200 x
• Print speed: up to 8.8ipm (mono) 2,400dpi
/ 5.0ipm (colour) • Print speed: 12ipm
• Print size: up to Legal size • Print size: A4, Letter, Executive,
A5, A6
 Item chosen: Reasons:

What’s New

Assess Quality of Received Materials

These are the things to be considered when:

A. Receiving Materials:

1. Match the packing slip to the items received and ensures that the materials are
destined on tour department.
2. That you are receiving the materials indicated on the purchase order with regard to
quantity and discount.
3. That the materials are in acceptable condition.
4. That terms regarding installation and/or set-up of equipment are

met. B. Receiving Reports

Whenever goods are received: 1. The person receiving the goods must document, using the
administrative software, that all goods were received for each requisition before any
payment can be made to the vendor.

2. Any exceptions must be noted so that partial payments can be process or defective
goods can be returned.
 C. Return of Merchandise

When the merchandise received is incomplete or defective, the supervisor will return the
materials to the supplier or to the store where it was bought and make arrangements with the
vendor for replacement.

D. Make an Inventory Report of the Materials

All materials received must be listed and be reported to monitor how many materials are
already on hand, purchased or damaged. Effective management checks are an important
means of providing assurance of the integrity and security of the benefit processes. They are
also useful in identifying training needs; indicating possible weaknesses in procedure and
ensuring the section meets its accuracy target set for Best Value Performance Indicators
purposes.
7

What Is It
Instructions:

In this activity, your teacher will serve as the assessor. You are assigned as the Quality
checker for the Month of August. Make a Log Report and Assessment Report using the
delivered items below. Make sure you will record all the items listed and if they were in good
condition or not. Write your answer on a sheet of paper.

As a Quality checker, you will record the date of receipt, name of the materials purchased,
quantity, official receipt number, and sign your name afterwards. You will identify if the
materials are in good condition or damage and /or needing for replacements. This will be
recorded on the Assessment Report. After you have completed all the reports, the assessor
will check if you have provided all the data needed in the reports.

Log Report (to be completed by the Quality checker)

Date O.R. # Item Name Quantity Signature Quality
Received Checker
 Assessment Report (to be completed by the Quality checker)
Quality Checker:

Item Name Total no. in Total no. of Errors Comments

Good
Condition

DELIVERED ITEMS
1. - Aug 9, 2020 - 5 Hard disk, 2 128MB SDRAM memory chips - Received from Jun
Salcedo (PC chain), OR #20256 - Found out that 1 Hard disk has error need
forreplacement

2. - Aug 9, 2020 – 10 Refill ink cartridge from STARINK Shop, OR# 5623

3. - Aug 9, 2020 - 10 PS/2 keyboard, 10 Optic mouse, 2 power supply - Received from
Allan Rivera (Octagon), OR#12544 - 3 defective keyboard need replacement

4. - Aug 9, 2020 - 2 CD-Rom drive - Received from Jun Salcedo (PC Chain), OR#20400

What’s More
Answer the following questions. Write your answer on a separate sheet of paper. 1. What

are the important tasks to be done during the receiving of materials? List two. 2. What

should a supervisor do when the items received are incomplete or defective? 3. Why

is making an inventory report of the materials important?

What’s New
 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. A safe working
procedure should be written when:

ging a job or task

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.
10
1. Identify hazards and 1.1 Identify hazards in the work area and during
assess risk. the performance of workplace duties.
1.2 Assess level of risk
2. Follow procedures and 2.1 Report 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 3.1 Describe employee rights regarding consultation on

the 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
organisational OHS policies and procedures 3.5 Provide
support in implementing procedures to control risks in
accordance with organisational procedures

Work instruction may be: ➢ Verbal

➢ Written
➢ In English
➢ In a community language
➢ Provided visually eg. video, OHS signs,
symbols ➢ and other pictorial, presentation, etc

Controlling risks in the ➢ Application of the hierarchy of control,

work area may include namely: ➢ Eliminate the risk
➢ Reduce/minimise the risk through
➢ Engineering controls
➢ Administrative controls
➢ Personal protective equipment

Reports identifying ➢ Face to face

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

Examples of OHS issues ➢ Hazards identified

which may need to be ➢ Problems encountered in managing risks associated
raised by workers with with hazards Clarification on understanding of OHS
designated personnel may policies and procedures Communication and
include: consultation processes
➢ Follow up on reports and feedback.
➢ Effectiveness of risk controls in place

11
 ➢ Training needs

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 AND WORK-RELATED ERRORS

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

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

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

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

Work Behavior Which Result in Performance Problems

A. Inappropriate behavior (often referred to as "poor attitude")
Negativism, lack of cooperation, hostility
Failure or refusal to follow instructions
Unwillingness to take responsibility ("passing the buck")
Insubordination
Power games

B. Resistance to change
Unwillingness, refusal or inability to update skills
Resistance to policy, procedure, work method changes
Lack of flexibility in response to problems

C. Inappropriate interpersonal relations

Inappropriate communication style: over-aggressive, passive
Impatient, inconsiderate, argumentative
Destructive humor, sarcasm, horseplay, fighting
12

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 Is It
I. 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

II. 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.

III. What is Workplace Procedure?

13

What’s More

Use a Ven Diagram to compare and contrast the activities of your household members
against workplace procedure. Write your answer on a sheet of paper.
Differences Similarities Differences