Computer Systems Servicing 1

Module 3: Applying Quality Standards

COURSE OUTCOMES:
Upon completion of the module learners should be able to:

1. Assess Condition of Received Equipment

2. Assess own work
3. Validate one’s work for quality improvement

Module Discussion
Introduction

Characteristics of Materials Used in Specific Projects

The learner 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 of material

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 of material

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 quality? Will you buy material which you cannot afford? People
look for places which can meet their standards and right cost for materials to buy.

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

Before planning and designing takes place, you should evaluate the material options
and system requirements. Teachers should add several useful reference manuals to their
libraries such as installation of hardware, networking, troubleshooting as well as basic PC
Operation and Internet for additional information that the students may used in their
projects.
 The characteristic of the materials to be used for specific project must be:

1. 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.
2. 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.

3. 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.

4. 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 assure of
better quality.

✓ Activity 3.1

1. Give three factors to be considered when choosing the right material?

2. Give three characteristics of materials to be used for specific project?

3. What Good Quality means?

Notes:

• Minimum of 60 words per question.

• Use the activity sheet provided in assignment section of the course in the LMS.
• Check for plagiarism. Scan your answers at https://plagiarismdetector.net/
o Acceptance Rating: 80% to 100% Uniqueness.
o Include the “Screen Shot” of the result in the activity sheet.
o Activities without plagiarism scan report will not be accepted.
• Submit the activity in assignment section of the course in the LMS in PDF Format:
o Filename: MOD3-ACT3.1-CSS1-INITIALS
• Five (5) points deductions will be given to each submission protocol violations:
i. Not using of activity worksheets.
ii. Incorrect Filenames Format: ACTIVITY_TITLE_INITIALS.PDF
Any similar outputs or "Copy and Paste" from the internet will be marked as CHEATING and will be
graded ZERO (0).
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 processed or

defective goods can be returned.

C. Return of Merchandise

When merchandise is received which 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.

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

1.2 Assess level of risk

2. Follow procedures and 2.1 Report hazards in the work area to
strategies for risk control. designated 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

workplace. consultation on 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 organizational
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 Phone messages
may be verbal or Notes
written and may Memos
include: Specially designed report forms
 Examples of OHS Hazards identified
Problems encountered in managing
issues which may risks
need to be raised by associated with hazards.
workers with Clarification on understanding of OHS
designated personnel policies and procedures
may include: Communication and consultation
processes
Follow up on reports and feedback.
Effectiveness of risk controls in place
Training needs

Recommendations on changes to
Examples of work
contributions may processes, equipment or practices
include: 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
• 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
Activity 3.2
1. Assuming you are now a computer technician, how are you going to receive an item from
the client?
2. What log sheet are you going to use? Create a sample log sheet in receiving an item.
3. What safety precautions do you need to remember in a work place?

Notes:

• Minimum of 60 words per question.

• Use the activity sheet provided in assignment section of the course in the LMS.
• Check for plagiarism. Scan your answers at https://plagiarismdetector.net/
o Acceptance Rating: 80% to 100% Uniqueness.
o Include the “Screen Shot” of the result in the activity sheet.
o Activities without plagiarism scan report will not be accepted.
• Submit the activity in assignment section of the course in the LMS in PDF Format:
o Filename: MOD3-ACT3.2-CSS1-INITIALS
• Five (5) points deductions will be given to each submission protocol violations:
i. Not using of activity worksheets.
ii. Incorrect Filenames Format: ACTIVITY_TITLE_INITIALS.PDF
Any similar outputs or "Copy and Paste" from the internet will be marked as CHEATING and will be
graded ZERO (0).

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. These standards should cover the performance expectations of the product for
particular applications. The intent of standards is to provide at least minimum quality,
safety or performance specifications so as to ensure relatively uniform products and
performance, and to remove ambiguity as to the suitability of certain commercial products
for particular applications. Following standards may reduce the risk of error in working.

Specific quality standards for:

1. Hardware

The durability of the work depends on the quality of its component parts and the
assembly skills of those who install it. If the best-quality products or hardware are used but
are installed incorrectly, the system will be a failure.

The application of suitable hardware and products must be supported by adequate

levels of training of person who use them so that they can identify and use only appropriate
products.
In judging a product or hardware, the person must consider factors such as the
following:
• Is the product or hardware under consideration suitable for the
application or purpose?
• Will it be harmful to the health of the community in its normal
use?
 • Is there a risk of this hardware being released into the environment (e.g. the
water) in the first instance or after the working life of the product or hardware has
expired?

1. Production Process

In production process, checking of quality assurance must be highly considered.

Quality assurance covers all activities from design, development, production, installation,
servicing and documentation. This introduced the rules: "fit for purpose" and "do it right
the first time". It includes the regulation of the quality of raw materials, assemblies,
products and components; services related to production; and management, production,
and inspection processes.

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. This exposes many unanticipated weaknesses in a product, and
the data is used to drive engineering and manufacturing process improvements.

B. STATISTICAL CONTROL

Many organizations use statistical process control to bring the organization to Six
Sigma levels of quality, in other words, so that the likelihood of an unexpected failure is
confined to six standard deviations on the normal distribution. Traditional statistical process
controls in manufacturing operations usually proceed by randomly sampling and testing a
fraction of the output. Variances of critical tolerances are continuously tracked, and
manufacturing
processes are corrected before bad parts can be produced.
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. The quality of the outputs is at risk if
any of these three aspects are deficient in any way.

Activity 3.3
1. Why do you need to do failure testing?
2. What are things that you need to consider in hardware standard?
3. Why do you need to consider those things?

Notes:

• Minimum of 60 words per question.

• Use the activity sheet provided in assignment section of the course in the LMS.
• Check for plagiarism. Scan your answers at https://plagiarismdetector.net/
o Acceptance Rating: 80% to 100% Uniqueness.
o Include the “Screen Shot” of the result in the activity sheet.
o Activities without plagiarism scan report will not be accepted.
• Submit the activity in assignment section of the course in the LMS in PDF Format:
o Filename: MOD3-ACT3.3-CSS1-INITIALS
• Five (5) points deductions will be given to each submission protocol violations:
i. Not using of activity worksheets.
ii. Incorrect Filenames Format: ACTIVITY_TITLE_INITIALS.PDF
Any similar outputs or "Copy and Paste" from the internet will be marked as CHEATING and will be
graded ZERO (0).

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.

As the most important factor had been ignored, a few refinements had to be
introduced:

1. Marketing had to carry out their work properly and define the customer’s
specifications.

2. Specifications had to be defined to conform to these requirements.

3. Conformance to specifications i.e. drawings, standards and other relevant documents,

 were introduced during manufacturing, planning and control.

4. Management had to confirm all operators are equal to the work imposed on them
and holidays, celebrations and disputes did not affect any of the quality levels.

5. Inspections and tests were carried out, and all components and materials,
bought in or otherwise, conformed to the specifications, and the measuring
equipment was accurate, this is the responsibility of the QA/QC department.

6. Any complaints received from the customers were satisfactorily dealt with in a
timely manner.

7. Feedback from the user/customer is used to review designs.

8. Consistent data recording and assessment and documentation integrity.

 9. Product and/or process change management and notification.

To conclude, the above forms are the basis from which the philosophy of Quality Assurance
has evolved, and the achievement of quality or the “fitness-for-purpose” is “Quality
Awareness” throughout the company.

Final Product
Table shows the Quality System Elements required by ISO 9000 in the making of the final product.
Quality System Elements.
Quality System Contents
Requirements

1 Management Define and document commitment, policy and objectives,

responsibility responsibility and authority, verification resources and
personnel. Appoint a management representative and
conduct
regular reviews of the system

2 Quality system Establish and maintain a documented quality system ensuring

that products conform to specified requirements
Ensure that customer's contractual requirements are
3 Contract Review evaluated
and met

4 Product Plan, control and verify product development to ensure

that
development specified requirements are met
System for control and identification of all documents
5 Document control regarding
quality, e.g. procedures, instructions, and specifications

6 Purchasing Ensure that purchased products conform to specified

requirements
System to identify and control traceability of product at all
7 Product stages
identification and from raw materials through production to the final product as
traceability delivered to the customer
 Ensure and plan the control of production which direct- ly
8 Process control effects
quality by documented work instructions, monitoring and
control
of processes

9 Inspection and Inspect and test incoming products, intermediate and final
testing product; establish product conformance to specified
requirements and identify non-conforming pro- ducts;
maintain
inspection and test records

10 Inspection, Selection and control of equipment to ensure reliability

and
measuring and test accuracy in measuring data
equipment
For the whole process the products shall be identified and
11 Inspection and test clearly
status marked concerning test status, including indication of
conformance or non-conformance
Identification, documentation, evaluation, isolation (if
12 Control of non- possible)
conforming and disposition of non-conforming products
products

13 Corrective actions Prevention of reoccurrence of failures (non-conformance)

14 Handling, storage Protection of the quality of the product during hand- ling,
packaging and storage, packaging and delivery

delivery

15 Quality records Records, including those which demonstrate that the specified
requirements have been met, shall be control- led and
maintained
Regular, planned internal audits shall be carried out,
16 Internal Quality documented
Audits and recorded to verify the effectiveness of the quality system
 Training requirements at all levels shall be identified and
17 Training the
training planned, conducted and recorded
Although not required by the ISO 9000 standards, these
18 Cleaning and two
points should be given special attention in all food
Disinfection companies

19 Persona
l
hygiene

4. Customer Service
According to Turban et al, 2002, “Customer service is a series of activities designed to
enhance the level of customer’s satisfaction – that is, the feeling that a product or service has
met the customer’s expectation”. Its importance varies by product, industry and customer.

Quality Improvement
In technical usage, quality can have two meanings:

1. the characteristics of a product or service that bear on its ability to satisfy stated or
implied needs.

2. a product or service free of deficiencies.

The quality of a product or service refers to the perception of the degree to which the product
or service meets the customer's expectations. Quality has no specific meaning unless related
to a specific function and/or object. Quality is a perceptual, conditional and somewhat
subjective attribute.

The dimensions of quality refer to the attributes that quality achieves in Operations
Management:

Quality <-> Dependability <-> Speed <-> Flexibility <-> Cost

• Quality supports dependability

• Dependability supports Speed

• Speed supports Flexibility

• Flexibility supports Cost.

In the manufacturing industry it is commonly stated that “Quality drives productivity.”

Improved productivity is a source of greater revenues, employment opportunities and
technological advances. The best way to think about quality is in process control. If the
process is under control, inspection is not necessary. However, there is one characteristic of
modern quality that is universal. In the past, when we tried to improve quality, typically
defined as producing fewer defective parts, we did so at the expense of increased cost,
increased task time, longer cycle time, etc.

Quality and Task-Completion Checking

With development teams of two or three in daily contact and frequently exchanging views
and criticisms, detailed, written quality and task -completion checking procedures may be felt to be
unnecessary. Procedures still need to be agreed and the results need to be documented. The need
to check quality and task completion applies at all stages of the development process but is
underlined especially during the prototype validation stages.
The importance of documenting checks applies whatever the size of the team and whatever
the complexity of the software. In the production of assets, this may involve checking to confirm
the following:
• that all the asset files listed in the product specification document have been produced;
• that files are correctly named;
• that files are the correct byte size or near the projected file size (examining the file-sizes in
a directory listing can be helpful in identifying problem files which are either much too large or
much too small);
• that files are the correct resolution (screen-size and bit-depth in the case of graphics;
duration, sampling frequency and bit-depth in the case of sound files);
• that the quality of files displaying on the target monitor or heard on target listening
equipment is acceptable.
Note that sampling is seldom a satisfactory checking method. Checking should be exhaustive,
unless for reasons of time or economy this is impossible. Usually, however, trying to economize on
checking and testing is a false economy and cutting corners here will often come back to haunt the
development team. At the end of the day, all files will need to be tested and, if at all possible, this
should be done sooner rather than at a later trial stage.

Quality Improvement Processes

Manufacturers can choose from a variety of tools to improve their quality processes. The
trick is to know which tools to use for each situation and increasing the sophistication of the tools
in the repertoire.

Easy to implement and follow up, the most commonly used and well-known quality process
is the plan/do/check/act (PDCA) cycle (Figure 1). Other processes are a takeoff of this method,
much in the way that computers today are takeoffs of the original IBM system. The PDCA cycle
promotes continuous improvement and should thus be visualized as a spiral instead of a closed
circle.
Another popular quality improvement process is the six-step PROFIT model in which the
acronym stands for:

P = Problem definition.

R = Root cause identification and analysis.

O = Optimal solution based on root cause(s).

F = Finalize how the corrective action will be implemented.

I = Implement the plan.

T = Track the effectiveness of the implementation and verify that the desired results are met.
If the desired results are not met, the cycle is repeated. Both the PDCA and the PROFIT
models can be used for problem solving as well as for continuous quality improvement. In
companies that follow total quality principles, whichever model is chosen should be used
consistently in every department or function in which quality improvement teams are working.
Once the basic problem-solving or quality improvement process is understood, the
addition of quality tools can make the process proceed more quickly and systematically.
Seven simple tools can be used by any professional to ease the quality improvement
process: flowcharts, check sheets, Pareto diagrams, cause and effect diagrams, histograms,
scatter diagrams, and control charts. (Some books describe a graph instead of a flowchart
as one of the seven tools.)

The key to successful problem resolution is the ability to identify the problem, use the
appropriate tools based on the nature of the problem, and communicate the solution
quickly to others. Inexperienced personnel might do best by starting with the Pareto chart
and the cause-and-effect diagram before tackling the use of the other tools. Those two tools
are used most widely by quality improvement teams.
Module Recap
Material selection is one of the most common tasks for design engineering.
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.
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.
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.
The need to check quality and task completion applies at all stages of the development
process but is underlined especially during the prototype validation stages.
Once the basic problem-solving or quality improvement process is understood, the
addition of quality tools can make the process proceed more quickly and
systematically.
The key to successful problem resolution is the ability to identify the problem, use
the appropriate tools based on the nature of the problem, and communicate the
solution quickly to others.

Express your ideas

1. Do you think having a standard is important? Why?
2. If you will be a computer technician, are you going to write a workplace procedure?
Why or why not?
3. Do you think receiving reports are important? Explain further.

Notes:

• Minimum of 60 words per question.

• Use the activity sheet provided in assignment section of the course in the LMS.
• Check for plagiarism. Scan your answers at https://plagiarismdetector.net/
o Acceptance Rating: 80% to 100% Uniqueness.
o Include the “Screen Shot” of the result in the activity sheet.
o Activities without plagiarism scan report will not be accepted.
• Submit the activity in assignment section of the course in the LMS in PDF Format:
o Filename: MOD3-EXPRESS-YOUR-IDEAS-CSS1-INITIALS
• Five (5) points deductions will be given to each submission protocol violations:
i. Not using of activity worksheets.
ii. Incorrect Filenames Format: ACTIVITY_TITLE_INITIALS.PDF
Any similar outputs or "Copy and Paste" from the internet will be marked as CHEATING and will be
graded ZERO (0).
 Module Assessment
• Log-in to your NEO Portal using your login credentials.
• Online assessment will be announced via the learning management system calendar.
Learner’s Feedback Form
Instructions: To further improve the online class learning experience. Please answer the following items as
honestly as possible.
1. How do you feel about the topic or content presented in the module?
[ ] I completely understood the topic or content presented in the module.
[ ] I almost understood the topic or content presented in the module.
[ ] I had trouble understanding the topic or content presented in the module.

In what particular part of the module, you had trouble understanding?

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2. The module is well organized and very comprehensive.

[ ] 5 – Strongly Agree
[ ] 4 - Agree
[ ] 3 - Neutral
[ ] 2 - Disagree
[ ] 1 - Strongly Disagree

3. I understand what I need to do for my assessment(s) in the module.

[ ] 5 – Strongly Agree
[ ] 4 - Agree
[ ] 3 - Neutral
[ ] 2 - Disagree
[ ] 1 - Strongly Disagree

4. I am satisfied with the module.

[ ] 5 – Strongly Agree
[ ] 4 - Agree
[ ] 3 - Neutral
[ ] 2 - Disagree
[ ] 1 - Strongly Disagree

5. The supplemental learning materials or content was included in the module. Please check the
corresponding materials provided.
[ ] Images/Pictures
[ ] You Tube Videos
[ ] Video Demonstrations
[ ] Alternative Learning Tools
[ ] Others: ______________________________________

6. What other concerns or problems you had experienced understanding and learning from the module?
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REFERENCES:

• Joselito Abella(2020), Applying Quality Standards Retrived July 7, 2020 from

http://www.empf.org/empfasis/aug04/prop.htm