FG ELEQ8104 Mobile Phone Hardware Repair Technician 18.04.2018
FG ELEQ8104 Mobile Phone Hardware Repair Technician 18.04.2018
FG ELEQ8104 Mobile Phone Hardware Repair Technician 18.04.2018
Occupation
After Sales Service
Printed in India at
Satyam Graphix
UG-3, Ansal Chambers-II,
Bhikaji Cama Place,
New Delhi - 110066
Copyright © 2016
Electronics Sector Skill Council of India (ESSCI)
Contact Details:
602,604,606,608, Ansal Chamber-II, Bhikaji Cama Place, New Delhi-110066
Email : [email protected]
Phone : +91-11-46035050
Disclaimer
The information contained here in has been obtained from sources reliable to ESSCI. ESSCI disclaims all
warranties to the accuracy, completeness or adequacy of such information. ESSCI shall have no liability for
errors, omissions, or inadequacies, in the information contained herein, or for interpretations thereof.
Every effort has been made to trace the owners of the copyright material included in the book. The
publishers would be grateful for any omissions brought to their notice for acknowledgements in future
editions of the book. No entity in ESSCI shall be responsible for any loss whatsoever, sustained by any
person who relies on this material. The material in this publication is copyrighted. No parts of this
publication may be reproduced, stored or distributed in any form or by any means either on paper or
electronic media, unless authorized by the ESSCI.
Skilling is building a better India.
If we have to move India towards
development then Skill Development
should be our mission.
iii
iv
Acknowledgement
The need for having a standard curriculum for the Job Role based Qualification Packs under
the National Skills Qualification Framework was felt necessary for achieving a uniform skill
based training manual in the form of a participant handbook.
I would like to express my gratitude to the Sunrise Computer Software Pvt. Ltd. team for
working hard and coming up with a participant Handbook for the Mobile Hardware Repair
Technician Job role. The handbook is the result of tireless pursuit to develop an effective
tool for imparting the Skill Based training in the most effective manner.
I would like to thank Mr. Mahendra Balasaheb Barmukh, Mr. Mohan H. Bugal and the other
team members for the tireless effort in bringing the handbook in the current format. I wish
them all the best for their future endeavor in similar pursuits.
CEO
Electronics Sector Skills Council of India
v
Facilitator Guide
This book is designed to enable a candidate to acquire skills that are required for employment. The
content of this book is completely aligned to the National Occupation Standards QP/NOS and conform
to the National Skills Qualification Framework (NSQF).
The Qualification pack of Mobile Phone Hardware Repair Technician, Level-4 includes the following
NOS’s which have all been covered across the units:
ELE / N 8106: Interact with customer and perform front end repair
ELE / N 8107: Repair and rectify faults in Mobile Phones
ELE / N 9909: Coordinate with colleagues
ELE / N 9910: Maintain safe and secure environment
Key Learning Objectives for the specific NOS mark the beginning of the Unit/s for that NOS. The
symbols used in this book are described below.
Happy Learning !!
Symbols Used
!
Learning Outcomes Steps Time Tips Notes Objectives
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Mobile Phone Hardware Repair Technician
Table of Contents
S.No Modules and Units Page No
1. Introductio (ELE/8106) 1
Unit 1.1- Introduction, Scope of QP & NOS 3
Unit 1.2- Role & Job Description - Mobile Phone Repair Technician 5
Unit 1.3- Personal Attributes for Mobile Phone Repair Technician 7
Unit 1.4- Mobile Phone History 9
7 Annexures 305
Annexure I – Training Delivery Plan 306
Annexure II – Assessment Criteria 322
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Facilitator Guide
viii
1. Introduction
Unit 1.1- Introduction, Scope of QP & NOS
Unit 1.2- Role & Job Description - Mobile Phone Repair
Unit 1.3- Personal Attributes for Mobile Phone Repair
Unit 1.4- Mobile Phone History
ELE/ N 8106
Facilitator Guide
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Mobile Phone Hardware Repair Technician
Unit Objectives
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
Do
• Make the participants stand in a circle, close enough to the person each side of them so that they can
pass the parcel quickly.
• Say ‘Stop’ when the when students least expect it. The person who has the parcel at that time should
get out.
• Those who get out should introduce themselves by providing their names and a little additional
information such as favorite hobbies, likes, dislikes etc.
• The winner of the game should stand and introduce himself/herself at the end of the game.
Say
• Thank the participants for their involvement.
• Enthuse the participants by telling them, what is planned next
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Facilitator Guide
Qualifications Pack
Mobile Phone Repairs Technician
Level 4
Scope
SECTOR Electronics
ALIGNED TO NCO-2004/NIL
4
Mobile Phone Hardware Repair Technician
UNIT 1.2: Role & Job Description - Mobile Phone Repair Technician
Unit Objectives
At the end of this unit, students will be able to:
1. Explain the role of mobile hardware repair technician
2. Explain the job description of mobile hardware repair technician
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Ask the participants about their expectations from the program.
• Write their expectations on the Board.
• Elaborate on what the program is going to deliver to them.
• Ask them to explain the role & responsibilities of the handset repair technician.
• Explain the handset repair technician’s role & responsibilities as the QP & NOS
• Ask them whether they can fulfil the role & responsibilities adequately
Say
.
• Thank the participants for their involvement.
• Enthuse the participants by telling them, what is planned next
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Facilitator Guide
Brief Job Description: Responsible for rectifying faults in the mobile phone brought in by the customer.
Receive the faulty mobile phone, diagnose the problems, perform front end or hardware level repair as
required, resolve software issues and ensures effective functioning before delivering back to customer
Mobile Phone Repair Technician Role: The Mobile Phone Repair Technician diagnoses problems and
repairs the faulty module of the mobile phone
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Mobile Phone Hardware Repair Technician
Unit Objectives
At the end of this unit, students will be able to:
1. Prepare for the personal attributes required for mobile hardware repair technician
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Ask the participants about their expectations from the handset repair technician.
• Write their expectations on the Board.
• Elaborate on what are attributes required of the handset repair technician as per the QP & NOS.
• Ask them whether they possess these attributes.
• Explain to understand & achieve these attributes
• Conduct role play exercise to help them understand the required attributes
Say
.
• Explain common mistakes made by the technician in dealing with the approaching customer, which
may turn him off from giving his handset for the repairs.
• Thank the participants for their involvement.
• Enthuse the participants by telling them, what is planned next
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Facilitator Guide
Role Description Receive the faulty mobile phone, diagnose the problem, decide on
corrective action, repair the faulty mobile phone, rectify the software
issues and ensure effective functioning of the mobile phone
NSQF level 4
Minimum Educational 10th standard
Qualifications
Maximum Educational B. E.
Qualifications
Training N.A.
Experience 1 year in hardware repair for 10th standard passed
Applicable National Compulsory:
Occupational 1. ELE / N 8106 : Interact with customer and perform front end repair
Standards (NOS) 2. ELE / N 8107 : Repair and rectify faults in mobile phones
3. ELE / N 9909 : Coordinate with colleagues
4. ELE / N 9910 : Maintain safe and secure environment
Optional: N.A.
Performance Criteria As described in the relevant OS units
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Mobile Phone Hardware Repair Technician
Unit Objectives
At the end of this unit, students will be able to:
1. Explain the history of mobile phone
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Ask the participants about the history of mobile cell phone revolution.
• Let them describe how the mobile has changed their daily life.
• Ask them to describe their day without a mobile handset in their hands.
• Explain the historical events in mobile history.
Say
• Analog & digital clocks almost became redundant with the advent of cell phones.
• Google watch with mobile features may resurrect the wrist watches .
• Enthuse the participants by telling them, what is planned next
• Thank the participants for their involvement.
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Facilitator Guide
A mobile phone is a portable telephone that can make and receive calls over a radio frequency carrier
while the user is moving within a telephone service area. The radio frequency link establishes a connection
to the switching systems of a mobile phone operator, which provides access to the public switched
telephone network (PSTN). Most modern mobile telephone services use cellular network architecture,
and therefore mobile telephones are often also called cellular telephones or cell phones. In addition to
telephony, 2000s-era mobile phones support a variety of other services, such as text messaging, MMS,
email, Internet access, short-range wireless communications (infrared, Bluetooth), business applications,
gaming, and digital photography. Mobile phones which offer these and more general computing capabi-
li-ties are referred to as mobile phone.
The first handheld mobile phone was demonstrated by John F. Mitchell and Martin
Cooper of Motorola in 1973, using a handset weighing 2 kg, carried around 30 circuit
boards in it with recharge time of around 10 hours, talk time of 35 minutes, this
phone gave comfortable talking experience to the users. In 1983, the DynaTAC 8000x
was the first commercially available handheld mobile phone. From 1983 to 2014,
worldwide mobile phone subscriptions grew to over seven billion, penetrating 100%
of the global population and reaching even the bottom of the economic pyramid. In
first quarter of 2016, the top mobile phone manufacturers were Samsung, Apple, LG,
Micromax, Lenovo etc...
Fig: 1.4.1.2
Mobile in 1973
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Mobile Phone Hardware Repair Technician
Mobile Phones have proved themselves to be one of the greatest gifts to the mankind. They have become
an indispensible part of our lives. But going back in time, owning a mobile phone was confined to members
of rich class. All thanks to cost cutting techniques and innovations over a period of time; mobile phones are
now affordable for everyone. With a surplus of mobile phones sets flooding the market, they are not just
catering to the needs but are acting as status symbols for many.
"An examination of the present scenario, coupled with an analysis of historical trends tells us that the
market for India mobile handsets will settle around 250 million units in 2016, a 4 per cent growth
compared to 2015," the report, India Mobile Handsets Market, by CyberMedia Research (CMR) said.
The mobile phone segment grew at an annual average rate of 32% to about 95 million in 2015 from 77
million a year ago. The report said it expects 4G shipments to cross 50 million units in 2016.
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Facilitator Guide
Summary:
Mobile is an electronics instrument used to communicate between two or more persons.
Mobile technology connects call between two persons in nano seconds.
Wireless medium is used to connect mobile phones which is measured in frequency (Mhz).
Mobile network operates on 700 MHz to 2.6 GHz waves
Radio operates in the range of 100KHz to 110 MHz
Mobile was invented in 1973 by Martin Kooper of Motorola Company in Chicago city of America.
In 1983 DynaTac 8000x mobile was introduced to the world. Weight of this mobile was 2 Kg, battery
backup was 20 minutes only and was costing around Rs. 5 Crore.
First commercial automated cellular network was launched by Nippon Telegraph and Telephone (NTT) in
the year 1979 in Japan. This network was later on used by all other mobile operators . This Network,
known as First generation (1G) used Analogue Technology.
In 1991, Second Generation (2G) digital cellular technology, based on GSM standard was launched by
Radiolinja in Pineland.?
Post 10 years of launching 2G, in the year 2001 Third Generation (3G) was launched by NTT DoCoMo in
Japan based on WCDMA standard. GSM EDGE, UMTS, CDMA 2000 and DECT and WiMAX are also
includ-ed in 3G. This gaveboost in mobile services by enabling feature such as Video Calls, Wireless Data,
Wire-less Voice Telephone etc.
Now a days the latest technology we use is called Fourth Generation (4G), this includes WiMAX standard
and LTE standard technology.
(4G) Mobile technology was developed post 1993 and new mobiles were introduced in the market.
In the year 2014 top manufacturers of Mobile phones were Samsung, , Apple and LG.
Notes
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Mobile Phone Hardware Repair Technician
3. The first handheld mobile phone was demonstrated by John F. Mitchell and Martin Cooper of
Motorola in …………………………………
A. 1973 B. 1975 C. 1982 D. 1985
13
14
2. Interact With Customer and
Perform Front end Repair
Unit 2.1- Role & Job Description - Interact with Customer & Front end Repairs
Unit 2.2- Scope of Work - Front end Operations
Unit 2.3- Performance Criteria for Front end Operations
Unit 2.3- Knowledge & Understanding - Front end Operations
ELE/ N 8106
Facilitator Guide
4. Explain the performance criteria for front end operations of mobile hardware repair
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Mobile Phone Hardware Repair Technician
UNIT 2.1: Role & Job Description - Interact with Customer &
Front end Repairs
Unit Objectives
At the end of this unit, students will be able to:
1. Explain the role mobile hardware repair technician for customer interactions
2. Explain the role of mobile hardware repair technician for front end repairs
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Ask the participants about their experience with the handset repair technician.
• Let them describe what went wrong.
• Explain what should have been better.
Say
.
• Right Customer interactions are necessary to get the customer repair orders .
• Bad Customer interactions may loose the customers
• Enthuse the participants by telling them, what is planned next
• Thank the participants for their involvement.
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Facilitator Guide
Unit Objectives
At the end of this unit, students will be able to:
1. Describe the Scope of work for the front end operations
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Ask the participants what are the front end operations.
• Explain the scope of front end operations as per QP & NOS.
• Ask them to describe their day without a mobile handset in their hands.
Say
.
• Front end customer interactions may win or kill the customer.
• Emphasize the importance of soft skills to win over the customers
• Enthuse the participants by telling them, what is planned next
• Thank the participants for their involvement.
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Mobile Phone Hardware Repair Technician
Unit Objectives
At the end of this unit, students will be able to:
1. Explain the performance criteria for the front end operations
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Ask the participants about their understanding of the performance criteria for front end operations.
• Let them describe what is important in frond end operations.
• Explain the performance criteria as per the QP & NOS.
Say
.
• Customer is the most important entity in the service station.
• He is the cause of our being there to service his requirements
• Enthuse the participants by telling them, what is planned next
• Thank the participants for their involvement.
Performance Criteria
On the job Performance Criterion:
The following points are important for on the job performance:
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Facilitator Guide
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Mobile Phone Hardware Repair Technician
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Facilitator Guide
Unit Objectives
At the end of this unit, students will be able to:
1. Explain the organizational context for mobile hardware repair
2. Apply best practices for customer interaction
3. Handle different types of customer
4. Perform front end repair of mobile phone
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Explain the technical knowledge involved in the front end operations.
• Let them describe what some important in frond end operartions.
Demonstrate
• The front end operations during role play & practical exercises. .
• Call a volunteer and let him explain the front end operations
• Demonstrate the process of repairs.
• Demonstrate the process of work order entries.
• Demonstrate the process of getting customer feedback.
Say
.
• Customer is king & he has to be delighted with our service.
• Explain the difference between customer satisfaction & customer delight
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Mobile Phone Hardware Repair Technician
Customer is king is an old yet valid quote as no business can flourish if it does not have customers to buy
their offerings. In the olden days guests were welcomed with flowers, perfumed spray of water droplets
and sweets in India. Even today we have a great affection to treat our guests with lots of love. The
customers are like guests who are satisfied by the company’s product/service.
A customer satisfied with the product or service spreads the benefits to their circle of family, friends,
relatives and colleagues. So if one of their family members were planning to buy the similar product
they will chose the same brand over others. A satisfied customer is actually a brand ambassador of the
organi-zation.
23
Facilitator Guide
Is it that difficult to make the customers happy? If the service offered to the customer is good then why
won’t customer buy? Customers are no living beings from Jupiter. They are humans too. Like the way we
want to be treated they expect the same. Who holds the responsibility to make them happy? It is the
employees of the organization. People make an organization successful or failure. Therefore the
employ-ees are the face of the organization,
Every employee from the tongue to tail of the organization is responsible, though the frontend employ-ees
have the higher portion of responsibility.
Greet the Customer:
The steps involved in the process of are :
• Welcome the customer (The way we do for our guests at home)
• Bringing him/her in their comfort zone
• Creating Confidence
• Making Customer feel important
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Mobile Phone Hardware Repair Technician
A warm welcome ensures that some part of the stress is relieved with a bright smile and warm greetings. A
small talk about how are you? It is very hot today. Let me arrange some cooling refreshments and water for
you.
Treat the customers like they own the brand. Give them
undivided attention. Keep away from all the distractions like
mobile, talking with colleagues etc.
If the customer has visited for the first time a complete information is required. This is done for the new
customers. Usually existing customers are given customer ID or any identification number.
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Facilitator Guide
Social:
The effective ways to deal with the Social types of customers are to:
• Let the customer talk
• Touch emotions
• Use personal references
• Ask for feedback
Socializers love to receive and give compliments. However, they tend to be self-centered. They want to go
to a store where they are made to feel important. Use compliments often with these customers. Do
whatever you have to do to remember the names of these customers. Do remember although they look
at the shopping experience as a fun, your goal is still to sell them your product.
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Mobile Phone Hardware Repair Technician
Dominant:
The effective ways to deal with the Dominant types of customers are to:
• Make them feel important
• Let them see that you understand their viewpoint, and you are on their side
• Be quick in answering their queries
• Show latest versions of the products
• Avoid giving excuses and do not talk too much
• Give simple answers
• Have real solutions to what the customer wants
• Show seriousness, efficiency and interest for them and for what they need
You must show a genuine interest to them. Listen carefully to their complaints and resolving them as
soon as possible.
An effective way to deal with this type of customer is by offering an excellent customer service.
Detached:
To deal with the detached types of customers,
• Don’t get personal
• Focus on real situations
• Highlight value for money
• Let them speak at their own pace
• Spend more time with them than other customers
• Inspire confidence in them
These types of customers usually have trouble deciding their purchases, so you must try to give them
time to choose the right product.
Also, they usually have difficult in communicating clearly what they are looking for. Therefore, you must
pose the right questions to help them communicate better.
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Facilitator Guide
Volume up
Volume down
HDMI port
USB port
Swipe left
Swipe right for messages
for all apps
Microphone
Speaker
28
Mobile Phone Hardware Repair Technician
SAFETY RULES,POLICIES
AND
PROCEDURES
Licensed and authorised software compatible for Mobile Phones and the downloading procedure
Service level agreement with the brand on parameters such as turn around time (TAT), repair procedure,
warranty
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Facilitator Guide
The software of the mobile phone is stored in its flash memory (flash IC). The CPU does the main
processing work, while all the temporary and virtual data is stored in the RAM.
The Operating System of the mobile phone can get corrupted easily and anytime. There isn’t any specif-
ic reason for it. The most common reason can be through viruses coming through internet surfing or
through sharing of files. This is when an antivirus program is not installed in your Mobile Phone. Hence
it is always advisable to install an antivirus in you Mobile Phone. Also it should be always updated, as
new malwares arise everyday.
What to do, if your phone’s software gets corrupted:
Reset the Mobile Phone’s settings: Start with the
basics first. That is to bring the Mobile Phone to the
original factory default settings. This can be done by
going to settings menu. Here there will be an option
like reset / restore / original / factory settings. Select
this option. Now it will ask for security code. If you
know the code enter it. Your phone will come back to
original settings. To know the default security codes of
all companies, please visit the page on the internet.
Fig: 2.4.2.10.2 Mobile Phone - Software Corrupt
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Mobile Phone Hardware Repair Technician
If the Mobile Phone displays code error, then you may have changed your security code. You will have
to get it reset through a software program. If the fault gets repaired, you may think that the problem in
your handset was a minor one or there was some settings related problem!
Format the Mobile Phone: The next step is to try by formatting your Mobile Phone. Formatting means
deleting all the data that you have downloaded or stored after buying the phone. Always take a backup
of your important data, before formatting or flashing. So for formatting, you will have to again go to the
settings menu and go to the same option as you went before i.e reset settings option. Here there will
be 2 options 1. Reset settings only 2. Reset all / master reset. Select the second option, give code and
it will be formatted. Now format the memory card as well. If the problem gets solved, then you may
think that there was virus and it was creating problems.
Flash the Mobile Phone: This is the last step and if it is a software related problem, it will get fixed here.
Flashing will reinstall the operating system, thereby solving any problem arising due to a corrupt OS. So
if the problem gets solved here, you may think that the OS was corrupted.
So what if the fault is not repaired even now. Oh!
Then it’s not a software related problem, the problem is in the hardware!
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Facilitator Guide
Unit Objectives
At the end of this unit, students will be able to:
1. Prepare job card having information of customer, handset and repair requirement
2. Prepare document based on action taken for the complaint registered
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Explain the core / generic skills required for the front end operations.
• Explain the technical skills required for the front end operations.
Demonstrate
• Demonstrate Communication, reading, writing skills during practical exercises. .
• Call for volunteers to do the role play & guide them during demonstrations.
• Demonstrate the analytical skills.
Say
.
• Knowledge, skills & attitude make the person competent.
• Explain the difference between knowledge & skill
32
Mobile Phone Hardware Repair Technician
Communication Skills:
Communication skills are used in our personal as well as professional life example:
While interacting with your family / friends
Applying for a job (Interviews)
Product demonstration
Responding to a message
Giving instructions to working partners, contractors
33
Facilitator Guide
Clarity:- It means easy to understand. Ever noticed Amitabh Bachan delivering dialogues in movies like
Don and Deewar. How clear his voice is, one can easily understand and feel the emotions.
Volume:- It is the pitch with which we talk. For e.g. we speak in high volume when we want to convey our
message over a long distance.
Eye contact: - Looking in the eyes of the receiver (please note this is a lot different from staring).
Body Language :- It is maintaining appropriate distance, hand movements, gestures, nodding, etc. The
body language reflects the personality of a human being, its is very important to maintain a positive body
language.
Types of Communication:
There are a variety of verbal and non-verbal forms of communication. These include body language, eye
contact, sign language, haptic communication, and chromatics.
Other examples are media content such as pictures, graphics, sound, and writing. The Convention on the
Rights of Persons with Disabilities also defines the communications to include the display of text, Braille,
tactile communication, large print, accessible multimedia, as well as written and plain language,
human-reader, augmentative and alternative mode means and formats of communication, including
accessible information and commutation technology.
Feedback is a critical component of effective communication.
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Mobile Phone Hardware Repair Technician
Written document is referred to in the absence of the person and therefore it must be fool proof.
One can explain the product benefits to a buyer in a one to one conversation but in the absence of the
Salesperson the written communication is the basis for discussion.
Written communication is of prime importance in a company and has to be done in a proper manner.
In business written communication takes the form of a letters, memo and reports.
Following are the ways to effective written communication:
- Clearly, Coherently, Concisely, Correctly with Courtesy and Confidence
Listening Skills:
Listening is the act of hearing attentively and making sense of, what you hear. Hearing becomes listening
only when an individual pay attention to what is said and follow it very closely.
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Facilitator Guide
36
Mobile Phone Hardware Repair Technician
Entrepreneurship
“Entrepreneurship is the professional application of knowledge skills and competencies and/or of Mon-
etizing a new idea, by an individual or a set of people by launching an enterprise or diversifying from an
existing on (distinct from seeking self-employment as in a profession or trade), thus to pursue growth
while generating wealth, employment and social good”
Importance of Entrepreneurship
Increases opportunities for employment (comprising various competitive skill sets)
Additional wealth creation
Introduction, dissemination of new methods & technology
Overall economic growth
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Facilitator Guide
Dream desire
Idea driven
Innovators and creatives always seeking a new , Satisfied with status quo as long as it works, solve
better way to present solutions local problems
Risk takers, live on the edge, love technology Conservative, play it safe, uncomfortable with
and simplistic methods, are willing to take a change, are interested in the bottom line as long
financial Risk as they are in control
Are future focused, are thought leaders hand Manage their business, keep their hand on the
not good managers. Their interest is to find ‘the pulse, often micro-manage. Are involved in all
thing’ that is revolutionary of the aspects of their business
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Mobile Phone Hardware Repair Technician
Growth focused, seek scalable growth, follow Keep their ideas close, do not pursue massive
other experts, continuously pursue business/ growth, will only play it safe, do not want to be
professional development, acceleration in their surrounded by experts, are not open to business/-
passion professional development
Team players, get others involved in their vision, Share information in an as needed basis with staff,
love to ignite creativity do not want a lot of input from others
Will only work with creatives and innovators, Will only work with followers and type A
relish thought leaders, savor a good challenge personalities, dislike as challenge perceive it as
confrontation
Notes
39
Facilitator Guide
40
Mobile Phone Hardware Repair Technician
5. Most of the time mobile operating system is get corrupted due to ……………..
A. Physical Damage B. Virus C. Mishandling
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Facilitator Guide
9. If you are sure about your efforts and the hard work, you gain …………………. in whatever you do
A. Respect B. Revenue C. Confidence
2. What kind of skill required in Computer and Software to repair Mobile Phone?
__________________________________________________________________________
__________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
42
3. Repair & Rectify Faults in
Mobile Phones
Unit 3.1 - Role & Job Description - Repair & Rectify Mobile Phones
Unit 3.2 - Performance Criteria for Repairing & Rectifying Mobile Phones
Unit 3.3 - Knowledge & Understanding for Repairing & Rectifying Mobile Phones
Unit 3.4 - Skills ( Optional )
ELE/ N 8107
Facilitator Guide
4. Operate various tools and equipments required to carry out repair work of mobile phone
5. Diagnose the defect and performance issues in various components of mobile phone
6. Diagnose faults, root cause and repair requirements in the mobile phone
10. Prepare job card having information of customer, mobile phone brand & model and repair requirement
11. Prepare document for the action taken based on the complain registered in the job card
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Mobile Phone Hardware Repair Technician
UNIT 3.1: Role & Job Description - Repair & Rectify Mobile
Phones
Unit Objectives
At the end of this unit, students will be able to:
1. Explain role of Mobile phone repair technician in repairing & rectifying mobile phone fault
2. Explain job description in repairing & rectifying mobile phone
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Ask the participants about their problems with the handsets.
• Let them guess the resolutions to their handset problems.
• Explain the process of handset repairs.
• Explain the SOPs : Standard Operating Procedures for the handset repairs
• Explain the importance of Manufacturers’ repair instructions
• Let the participants learn from the extensive practical exercises.
Say
.
• Proper fault diagnosis is important for repairing the handset correctly.
• Manufacturer’s instructions on the repairs & replacement of parts should be strictly followed.
• Enthuse the participants by telling them, what is planned next
• Thank the participants for their involvement.
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Unit Objectives
At the end of this unit, students will be able to:
1. Explain performance criteria for Mobile phone repairs
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
Do
• Ask the participants about their understanding of the performance criteria for handset repairs.
• Let them describe what is important in the repair operations.
• Explain the performance criteria as per the QP & NOS.
Say
• Repair technician’s performance is very important in retaining a customer. .
• Customer base will increase depending on the technician’s performance on the job.
• Enthuse the participants by telling them, what is planned next
• Thank the participants for their involvement.
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Unit Objectives
At the end of this unit, students will be able to:
1. Explain various mobile phone terminology
4. Operate various tools and equipment required for the diagnosis of mobile phone
5. Operate various tools and equipments required to carry out repair work of mobile phone
6. Explain the SOP : Standard operating procedures for mobile phone repair
8. Diagnose the defect and performance issues in various components of mobile phone
9. Diagnose faults, root cause and repair requirements in the mobile phone
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
• Repair tools & equipment
Do
• Explain the technical knowledge involved in the repairs & rectifications of the handsets.
• Let them describe some important in repair operations.
• Let them learn through the practical exercises the use of proper repair tools & equipment
• Explain the repair & defective component replacement techniques
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Demonstrate
• The repair & replacement of defective components during role play & practical exercises. .
• Call a volunteer and let him explain the repair operations
• Demonstrate the process of repairs.
• Demonstrate the process of work order entries.
• Demonstrate the process of getting customer feedback.
Say
• Customer delight is vital to our business. .
• Explain the difference between customer satisfaction & customer delight
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They typically combine the features of a cell phone with those of other popular mobile devices, such as
personal digital assistant (PDA), media player and GPS navigation unit.
Most mobile phones can access the Internet, have a touchscreen user interface, with either a Gorilla
Glass, sapphire, or similar screen, can run third-party apps, music players and are camera phones.
Most mobile phones produced from 2012 onwards also have high-speed mobile broadband 4G LTE inter-
net, motion sensors, and mobile payment.
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3.3.3: Basic
Understand & learn the following:
Mobile
Step 2:
RF cable Optical fiber cable Optical fiber cable Optical fiber cable
Step 3:
Mobile
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Mobile operating system integrates facilities of personal computer operating system for mobile device
along with other facilities. These facilities are now mandatory requirements in modern mobile system
like Touchscreen, Cellular, Bluetooth, WiFi, GPS mobile navigation, Camera, Video, Speech Recognition,
Voice Recorder, Music Player, near field communication and infrared blaster etc.
Timeline:
• From 1973 to 1993 embedded system was used to control the operation of mobile phones
• In 1994 first Mobile Phone “IBM Simon” was launched with facilities such as Touch Screen, e-mail and
Personal Digital Assistant.
• In 1999 Nokia officially launched first Mobile Phone Nokia S40 and Nokia 7110
• In 2002 Blackberry launched its first Mobile Phone
• In 2007 Apple launched iPhone with iOS
• In 2009 Samsung launched Samsung S8500 Mobile Phone with Bada OS
• In 2010 Windows launched its Mobile Phone with windows OS
• In 2013 Blackberry launched its new operating system Blackberry 10.
• In 2013 Google launched Android KitKat 4.4
• In 2014 Microsoft launched Windows Phone 8.1
• In 2014 Google launched Android 5.0 Lollipop
• In 2015 February Google launched Android 5.1 Lollipop and further in the month of September
launched Android 6.0 Marshmallow
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2) iOS
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Back Cover
3.3.3.5: Battery
Now we need to remove battery from mobile phone. To remove battery,
push the battery carefully inside using opener and slightly lift it.
Battery
Now we will remove all the screws of middle portion one by one. It will be better to keep white paper or
cloth while disassembling so that small parts will not get lost.
Now we will remove screws from lower portion. In case, if any screw get stuck in such case we can
remove it carefully using tweezers. Now we will inspect this mobile to make sure none of the screw is
stuck on the body slot and ensure that all are removed.
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3.3.3.8: Shortcuts
BC - Battery Connector
DC - Display Connector
HF - Headphone Connector
SPK - Speaker
RIN - Ringer
M/C - Microphone
CC - Charging Connector
MM - Multimeter
HW - Hardware
SW - Software
USB - Universal Serial Bus
GND - Ground
VB - Vibrator Motor
IC - Integrated Circuit
PW - Power On / Off
IMEI - International Mobile Equipment Identity
CDMA - Code Division Multiple Access
GSM - Global System for Mobile
MMC - Multimedia Memory Card
PUK - Pin Unlock Key
SMS - Short Message Service
MMS - Multimedia Message Service
E-Mail - Electronic Message
LCD - Light Cystal Display
LED - Light Emitting Display
RX - Receiver
TX - Transmit
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UI - User Interface
VBAT - Voltage for Battery Connector
VCHA - Voltage for Charging
SIM - Subscriber Identity Module
HDMI - High Definition Multimedia Interface
BSI - Battery Status for Information
MHz - Mega Hertz (Fer)
IPS - In-Plane Switching
TRAI - Telecom Regularity Authority of India
VAS - Value Added Services
TVC - Total Video Convertor
PIN - Personal Identification Number
GPRS - General Packet Radio Service
UIM - User Identity Module
UFS - Universal Flashing Software
WAP - Wireless Application Protocol
FDMA - Frequency Division Multiple Access
Wi-Fi - Wireless Fidelity
IR - Infra Red
GPS - Global Positioning System
TDMA - Time Division Multiple Access
MIN - Mobile Identification
RF - Radio Frequency
IMSI - International Mobile Subscriber Identity
PUC - Personal Unlock Code
RBS - Radio Base Station
BTS - Base Transmitting Station
BSC - Base Transmitting or Transceiver Station
MSC - Mobile Service Switching Center
ITU - International Telecommunication Union
UMTS - Universal Mobile Telecommunication System
ISD - International Subscriber Dialing
PCO - Public Call Office
DSP - Digital Signal Processor
DCS - Digital Cellular Service
LAI - Location Area of Identity
PCBA - Printed Circuit Board Assembly
MMM - Multimedia Mode
HSDPA - High Speed Downlink Protocol Access
WCDMA - Wideband Code Division Multiple Access
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3.3.4: Tools
Understand & learn the following:
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3.3.4.9: Opener
It is made-up of plastic and helps in opening mobile phone.
3.3.4.10: Multimeter
Multimeters are of two types – Analog Multimeter and Digital Multimeter. How to use Multimeter to
check voltage, Ohms, battery, continuity etc is more or less the same. The only difference is that a digital
Multimeter has a digital display of all the readings. An analog Multimeter has a needle-type pointer that
moves to a reading while testing any device or electronic component. Digital multimeter is widely used
in service and repair work.
Digital Multimer:
Digital multimeter provide following :
Function and Range Switch: This switch is used to select the function and desired range as well as to turn
the instrument. In order to extend the life of the battery of the Multimeter, this switch must be kept in
the “OFF” position when the instrument is not in use.
Common Jack: Plug in connector for black (negative) test lead or probe.
V ? mA Jack: Plug in connector for red (positive) test lead or probe for all voltage, resistance and current
(except 10A) measurements.
10A Jack: Plug in connector for red (positive) test lead or probe for current measurement.
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LCD display
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Place the IC on the stencil and tightly hold it with the stencil using clip or tape.
Now apply solder Paste from the other side of the stencil. Solder paste will stick to the IC through the
tiny holes in the stencil.
Now apply hot air using SMD rework station. This will solidify the solder paste and it will form solder
balls that will stick to the IC.
Now clean the IC with Acetone or IPA solution and remove it from the stencil.
3.3.4.20: ESD
Mobile Phone components assembled on motherboard are sensitive to electrostatic discharge. It is
possible for electronic devices to be damaged by ESD that is hardly noticeable to the human body. These
components or devices can be damaged by common static charges which build up on people, tools, and
other non-conductors or semiconductors. Humidity also has a significant effect on ESD.
Common electrostatic-sensitive devices
• MOSFET transistors, used to make integrated circuits (ICs)
• CMOS ICs (chips), integrated circuits built with MOSFETs.
• TTL chips
• Laser diodes
• Blue light-emitting diodes (LEDs)
• High precision resistors
How does damage from ESD happen?
When a statically-charged person or object touches an electrostatic discharge sensitive device, there is a
possibility that the electrostatic charge could be drained through sensitive circuitry in the device. If the
electrostatic discharge possesses sufficient energy, damage could occur in the device due to localized
overheating
Latent damage – the electronic device appears to be working fine following the ESD event. However, the
sensitive circuitry has been damaged and could fail to operate properly at some time in the future
A recent investigation found the human body and its clothing capable of storing between 500V and
2,500V electrostatic during the normal workday this is far above the level that damages circuits.In order
to prevent damage, while working with sensitive components, technician should use a grounding mat or
other grounding tool. A technician may also need to wear antistatic wristband strap or an antistatic
apron.
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3.3.5.2: Battery
Now we need to remove battery from mobile phone. To
remove battery, push the battery carefully inside using
opener and slightly lift it.
During disassembly process of mobile, make sure to use Scan image to view Mobile Video
good quality tools because ordinary tools may damage
the top thread of screws.
Now we will remove all the screws of middle portion one by one. It will be better to keep white paper or
cloth while disassembling so that small parts will not get lost.
Now we will remove screws from lower portion. In case, if any screw get stuck in such case we can
remove it carefully using tweezers. Now we will inspect this mobile to make sure none of the screw is
stuck on the body slot and ensure that all are removed.
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Antenna Wire
3.3.5.11: Motherboard
Now we will remove motherboard carefully using hand and
keep it carefully. Now we can see upper portion of mobile is
fully dismantled.
Ground Panel
Disassembly process of Smartphone is over
now. We need to be very careful during Fig: 3.3.5.12 Ground Panel
disassembling process as a minor mistake
may permanently damage mobile phone.
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Camera strip
Camera Strip Slot
3.3.6.3: Motherboard
Now place the motherboard in it’s slot.
While placing the motherboard never
apply force to adjust in the slot. Place it
slowly and carefully in the slot.
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Antenna Wire
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Middle Panel
Fig: 3.3.6.9.1 Middle Panel
Now place the On/Off switch in it’s slot
properly using tweezers and press it slight-
ly. Now we will place volume key in it’s
volume switch Slot On/Off switch Slot
slot.
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3.3.6.11: Battery
Now we are going to place battery. Place
the battery properly in it’s slot and then
Battery Slot
press it slightly.
Battery
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Charging Connector
As you can see we have remove the charging connector. Now we have to remove charging connector
track without damage. As you can see holes are now not properly visible on board. We have to make
it proper so that base of charging connector should go smoothly in the holes to connect the charging
connector on the board.
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Fig: 3.3.7.1.4 Charging Connector Soldering - Step 1 Fig: 3.3.7.1.5 Charging Connector Soldering - Step 2
Now you can see charging connector is connected. Now we will remove the holes on the back-
side using soldering gun it will give further strength to the connector base.
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3.3.7.6: Speaker
In this section we will see how to remove and connect
speaker. Speaker is used in mobile phone for listening
the voice. On speaker you will find one red mark (+) and
one black mark (-)
To remove speaker we will use soldering flux. Apply flux
on both points of the speaker and with the help of
soldering iron de-solder both the wires. We can
connect it back by re-soldering.
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3.3.7.7: Ringer
This is PCB board and this component on PCB
board is called ringer. This is used for ringtone in
mobile phone. On ringer you can see + sign for
red wire and – sign for black wire. To remove
ringer first
apply flux on both the point and de-solder the
wire using soldering iron. Now we will see how to
connect ringer. As per the indication given,
solder red wire on “+” point and black wire on “-“
Fig: 3.3.7.7 Ringer
point.
Scan image to view Mobile Video
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3.3.7.9: Display
In this section we will learn how to remove
display and connect it back. Display problem is
very common in mobile phones. There are three
types of displays. Lock Display – Most of the
Smart phones are using lock display. In this type
of display, just by removing lock on the display
strip we can remove the display.
Fig: 3.3.7.9.1 Display Strip
Scan image to view Mobile Video
Soldering Display - To remove this type of display
we need to apply soldering/de-soldering flux on
display track. Hold the display strip and apply hot
air gun on soldering point and slowly remove it
without pulling. Never pull display strip as it may
cause track to break and the strip will get dam-
aged and will be difficult to solder it back. Now
we have removed the display strip. To connect it
back first clean the track of display strip using
solder gun. Post cleaning, see it carefully and you
will observe two holes on both the sides and we
can see similar holes on the PCB board. To
connect the display we need to match the holes
Fig: 3.3.7.9.2 Display Strip Assembly
and then do the initial soldering just to hold it
Scan image to view Mobile Video
and then solder it properly. As you can see we
have soldered the display strip. Plug Display – In
this type of display we need to just unplug it to
take it out and to put it back just plug it back.
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Mobile phone antenna is used to receive and transmit radio frequency in mobile phone and is available
in each and every mobile phone.
Fig: 3.3.8.1.1 Mobile phone Antenna -1 Fig: 3.3.8.1.2 Mobile phone Antenna -2
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1) Plug 2) Lock
3) Soldering
1) Soldering 2) Plug
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3.3.8.12: Display
Display is an integral part of mobile. There are three Types of Displays
1) Lock 2) Plug
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3) Soldering
Torch LED
Antenna
Connector Ringer tips
Tip
Battery
Connector Vib motor
jack
UI IC
Network IC
Flash IC
Power IC
Display
Light IC Connector
Sim IC
Ringer IC
Sim Reader
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keys
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Display connector
Network IC
Bluetooth IC
Camera IC
Battery Connector
Power IC UI IC
Flash IC
Power management IC
FM IC
Keypad filter
Sim connector
Vibrator motor
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Keypad LED
Inner keypad
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Charging connector
Camera module
Flash IC
Flash IC
Volume +
UI IC
Network IC
On\off
Power IC
Volume -
Battery connector
Charging connector
Camera
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Back camera
Sub antenna
Sim 1 reader
Network wire
Sim 2 reader
Vibrator motor
Battery connector
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Tablet PCB
WI-FI IC
Touch pad IC
Display
connector
UC IC
Power IC Camera connector
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Broadcom bcm
4329802.11n wi-fi St ericsson
Bluetooth 2.1, Rf 5000 Radio
transceiver
and fm tuner
Wolf son (part of thorm
micro 570 chipset) Sky works
electronics load
wm
8994 audio insentive
codec power
Sky works
sky77544
TX-RX front
Sky works end module
sky77460
wcdma\
hspa +
power
amplifier
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3.3.10.1: Battery
• Battery supplys power to the mobile phone
• Earlier we were using Nikil-Cadmium battery. Size and weight of
this battery was big and heavy
• Now days we are using Lithium Ion battery
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3.3.10.3: Ringer
• Ringer is used for listening to the ringer tone.
• Ringer is like speaker except that its resistance range is 8-10
Ohm.
• In some of the mobile phone ringer is also acting as speaker,
in such cases, resistance range of the speaker is 8-9 ohm.
3.3.10.4: Mic.
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Charging socket
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As you have seen we have checked battery connector pin by reversing the multimeter probe and multi-
meter pointer was not moving, this clearly indicates mobile is not having any hardware problem and also
there is no shorting in any components of the mobile phone.
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This mobile battery is showing voltage and also not receiving charge. This means due to reduce Ampere
capacity battery is not in a position to accept voltage capacity thus not getting charged.
Now we will place new battery in the phone and will try to switch it ON. After that only we can do the
power testing because for power testing we need charged battery connected to the mobile phone. We
will test the On/Off switch.
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Antenna socket
Step 8: Now remove camera Step 9: Now slowly lift the display
Camera
Display
Step 10: Now we have to remove ringer and Step 11: To remove parts from mother-
vibrator from PCB board set the motherboard on PCB holder
PCB Holder
Vibrator
Ringer
Motherboard
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Ringer
Microphone
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Antenna Socket
Location to connect
Vibrator
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Step 30: Now we have to connect Scan image to view Mobile Video
display and for that first we apply soldering paste on the base and clean the base using soldering iron so
that we can do the soldering without any difficulty. Now we have to apply soldering paste on motherboard
display pins and clean it using solder gun.
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Step 31: Now we will do the soldering process of display pins. Initially
We need to do the soldering of first pin and then last pin and then after
we have to do the soldering of all pin one by one. We will again do the
soldering of first and last pin, if we are not getting better solder result
Display Strip
then clean the pin and apply little bit solder wire so that soldering can be
done easily. Now apply soldering paste on rest of the pins so that we
can do the soldering easily in small time. Benefits of applying soldering
paste is that it doesn’t allow the pins to be soldered together thus
before soldering it is must to apply soldering paste. Now with the help
of solder gun we wil do the fitting of display strip on motherboard.
Scan image to view Mobile Video
Step 32: Remove motherboard from holder. We have to now check whether post servicing and assembling
this mobile is working properly or not and for that we will do the fitting of the middle keypad (Dom Sheet).
Now connect battery in the mobile and try to switch it ON. As we can see the mobile is switched On this
means we did the servicing of this mobile successfully. Now we will press the keypad button to make sure
key pad buttons are working. Now this mobile is working properly.
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3.3.14: Jumpering
Understand & learn the following:
First of full we have to make soldering ball using PPD paste. In case we do not have PPD paste we can
also make soldering ball using soldering wire.
Now apply little bit flux on the jumper wire and also on soldering ball we have made. Keep the jumper
wire inside soldering ball so that plastic coating on jumper wire will be removed and it will be coated
with silver solder. Now we can see the silver coating on one end of jumper wire.
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Mobile phone may face various problems like Ringer, Speaker, Network, charging etc.. In these types of
problem if the track is broken, we can connect it back using jumpering process and resolve the
problem.
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This is fuse. This fuse helps to restrict electricity Scan image to view Mobile Video
flow inside and also protects from high power flow inside. In-case of mobile blast, first its fuse gets
blasted thus protecting us from any damage. First check the reading on fuse point, mostly we will find
reading at this point. If we find reading then for (+) plus point we need to do the jumpering from fuse
(+) plus point. Apply flux on tips and fuse point . Cut the jumpering wire as per requirements. Rub the
tip of one side of the jumpering point and do the soldering at the (+) plus point of the fuse.
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For speaker also we have to do the same process as it is also having one (+) plus and one (-) minus point
and we can given connection using same process from upward registration.
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Step 2: Headphone track is broken – If the track of headphone is broken then we need to do the jumper-
ing of headphone connector.
Step 3: Even after removing headphone jack mobile stay back in headphone mode in such a situation we
need to do the jumpering of headphone connector.
getting (+) plus and (-) minus track then we need to connect these track together.
In this headphone jack we can see the reading. This point is showing reading, it means it is (+) plus and
on this point it is showing beep this means it is (-) minus. If beep is not coming from (-) minus point
then we can give supply to this point from any ground point available on the board.
This is a ground point, from this track top second and second from the bottom are ground points. All
these First, second, third and forth points are (+) plus points. Without doing anything with ground we
have to give supply to (+) plus. We have to give supply to (+) plus from these registrations. We need to
search (+) plus point from this number 2 registration. This is registration (+) plus . We need to do
jumpering from this registration (+) plus point.
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Now for the 3rd problem we need to connect these track with each other, this will resolve headphone
mode marking from display and headphone will work properly.
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3.3.15.1: Charging IC
This IC consist of 4 balls. Charging IC is
always placed on top of charging connector.
We cannot replace it but can do the jumper-
+
3.3.15.2: Headphone IC
This IC is consist of 5 balls. Headphone IC is always placed on
top of headphone connector. We cannot replace it but can +
do the jumpering process if required.
3.3.15.3: Light IC
This IC consist of 8 balls. IF there is no light in Display and
Keypad, we need to change this IC as we can not do jumper-
ing for this IC. This IC is located next to LED coil.
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3.3.15.4: MIC IC
This IC consist of 8 balls. This can be changed and we can also
do jumpering for this IC.
3.3.15.5: Ringer IC
This IC consist of 9 balls. This can be changed and we can also
do jumpering for this IC. This IC is located on top of Ringer.
3.3.15.6: SIM IC
This IC consist of 8 balls. This can be changed and we can also do jumpering for this IC. This IC is located on
top of SIM reader.
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3.3.15.7: MMC IC
Types of MMC IC
Silver MMC IC
This IC consist of 11 balls. This is located next to SIM tray. This
can be changed and we can also do jumpering for this IC.
Black MMC IC
This IC consist of 16 balls and located next to silver IC. This can
be changed and we can also do jumpering for this IC.
3.3.15.8: Keypad IC
In case buttons are spoiled in a single line then this IC can give problem.
Normal Keypad IC
This IC consist of 24 balls and it is one of the basic component
of mobile. This can be changed or we can also do jumpering
for this IC
Regular Keypad IC
This IC consist of 24 balls. This can be changed or we can also
do jumpering for this IC
Multimedia Keypad IC
This IC consist of 18 balls and this can be changed or we also
can do the jumpering for this IC.
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3.3.15.9: Display IC
Regular Display IC
This IC is normally available in old multimedia mobile phone.
This IC consist of 24 balls and this can be changed or we can
also do jumpering for this IC.
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Step 8: While placing IC on board keep the heat / temperature of hot air gun at 350 degree Centigrade
and to protect the IC from getting burnt, keep air off.
Step 9: If IC is not placed properly it may not work. Therefore before placing it we should clean it properly.
Step 10. While placing the iC give heat from hot air gun as per the requirements and also at right interval.
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In this session we will are going to learn different types of sensors used in mobile phone.
Proximity Sensor – This sends infrared rays to identify
whether mobile phone is with user or not.
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3mm
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Hall sensor
Gravity Sensor – This is a kind of accelerometer, having some weight or a tube inside. When the weight
moves it tell us whether phone is moving to left or right or upwards or downwards. It is mainly used in
gaming.
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3.3.17.1: Blacklist
If you do not want to receive call from some-
body then put that number in the blacklist
(Unwanted Call )
Process –
Fig: 3.3.17.1.1 Call Setting Process-1
Note : - In-case blacklist is on and we have not added any number to the blacklist then in such case
all incoming calls will be restricted.
Select Blocking mode Go to Add to blacklist
and add contact for
blocking
In case you want to receive call then turn that contact into white list
Select option “Add to White List”
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3.3.17.3: Hide ID
“Hide ID” option is used to restrict outgoing call
It gives following five types of errors : -
1) Call Failed
2) Check Operator Service
3) Check Network Setting
4) Show ID
5) Call Rejected
Process of opening “Hide ID” option
Got to : - Menu – Setting – Call Setting – Advance Setting
1) If first two options i.e. Send by network & Yes/On/Show ID are selected then outgoing call work
properly
2) If No/Off/Hide ID option is selected then outgoing calls will be restricted.
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A) Cancel
B) Check Status
• Active
• Deactive Fig: 3.3.17.5 Call Divert
1) If Busy – In this option, if phone is busy then call will be diverted to another number
2) If not Answer – In this option if incoming call will not be responded then call will be diverted to anoth-
er number
3) If not Reach – In this option if phone is outside of network coverage area then call will be diverted to
another number.
4) If Not Available – In this option if phone is switched Off then call will be diverted to another number.
5) Cancel all Divert Calls – In this option all diverted call will be canceled
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Step 10
• Phonebook
• Contact list
• Screened option
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On/Off
• Stops at Logo
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Step 2: Press the combination buttons simultaneously. For different brand and model it differs
Volume Up + Home +Power
Volume Down + Power
Home + Power
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Step 4: You will be asked for the confirmation to do the factory reset
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Step 2: Turn off the phone by pressing the power button and holding it for a few seconds then scroll down
Step 3: Press the Volume Down Key + Power Key to turn on the unit
Volume
Button
Power
Button
Camera
Button
Step 4: Wait for the startup screen booting with an exclamation mark " ! " then release the volume down
key
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Step 2: Select Backup and Reset in Step 3: Select Factory Data Reset
Personal Section
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Step 4: Select Reset Phone to delete all data and Step 6: Confirm the process by selecting “Erase
restore your device factory settings everything
Step 5: Now tick on the “format SD card” and
then reset phone
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• Go to "Settings".
• Scroll down to the bottom and tap "About phone" or "About tablet",
• Scroll down to the bottom of the "About phone" and locate the "Build Number" field.
• Tap the Build number field seven times to enable Developer Options. Tap a few times and you'll see
a countdown that reads "You are now 3 steps away from being a developer."
• When you are done, you'll see the message "You are now a developer!".
• Tap the Back button and you'll see the Developer options menu under System on your Settings screen
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Fig: 3.3.21.1.1
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Grounding is especially important for effective ESD control. It should be clearly defined, and regularly
evaluated.
Sensitive devices need to be protected during shipping, handling, and storage. The buildup and
discharge of static can be minimized by controlling the surface resistance and volume resistivity of
packaging materials.
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3.3.22.3: 5S
Strictly implement 5 S principles for improved work practices.
Fig: 3.3.23.3 5S
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Unit Objectives
At the end of this unit, students will be able to:
1. Prepare job card having information of customer, mobile phone brand & model and repair
requirement
2. Prepare document for the action taken based on the complain registered in the job card
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits, Different Mobile Handsets for experiments
• Repair tools & equipment
• Quality components for replacing the defective ones
Do
• Explain the core / generic skills involved in the repair operations.
• Explain the technical skills required for repairing & replacing the defective components
• Let them practice some important skills required in repair operations during practical exercises.
Demonstrate
• The practical skills operations during exercises. .
• Call a volunteer and let him explain the repair actions.
• Demonstrate the skills for repairs.
Say .
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Notes
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3. From 1973 to 1993 …………………. system was used to control the operation of mobile phones
A. Hardware B. Embedded C. Operating
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5. ………….. Connector is used to connect mobile phone with external power source.
A. Battery Connector B. Charging Connector C. Display Connector
6. ……………..connector is used to connect display unit of mobile phone with PCB board
A. Battery Connector B. Charging Connector C. Display Connector
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6. ………………Sensor is used to identify magnetic field intensity in maps and search the direction
A. Gyro Sensor B . Geomagnetic C. Accelerometer
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7. Define type of IC ?
__________________________________________________________________________
__________________________________________________________________________
___________________________________________________________________________
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4. Coordinate with Colleagues
Unit 4.1 – Performance Criteria for Working Effectively as Team
ELE/ N 9909
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Unit Objectives
Understand the performance criteria for Working effectively as team:
1. Interact & communicate effectively with colleagues including member in the own group as well
as other groups
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits for Team building exercises
Do
• Let the participants play some Team Building Exercises.
• For example let the participants in teams of 2, maneuver through a difficult path, with one of their
• legs tied together.
• Let the participants assemble some difficult artifacts from its broken pieces.
The winner of the game should be recognized & rewarded.
Say
• Tell them what makes a good team member & a good team leader. .
• Thank the participants for their involvement.
• Enthuse the participants by telling them, what is planned next.
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4.1.1: Learn To
Writing Skills
• Maintain clear communication with colleagues (by all means including face-to-face, telephonic as
well as written)
• Work with colleagues to integrate work
• Pass on information to colleagues in line with organizational requirements both through verbal as
well as non-verbal means
• Work in ways that show respect for colleagues
• Carry out commitments made to colleagues
• Let colleagues know in good time if cannot carry out commitments, explaining the reasons
• Identify problems in working with colleagues and take the initiative to solve these problems
• Follow the organization’s policies and procedures for working with colleagues
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Unit Objectives
Understand the performance criteria for Working effectively as team:
• Use all forms of verbal and non-verbal communication to communicate clearly and effectively with
• your colleagues, supervisors, customers and other stakeholders
• Judge your customers’ body language and accordingly use an appropriate approach to deal with
them
• Apply the best practices for grooming to look presentable and make good impression on your
customers
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits for Team building exercises
Do
• Let the participants play some Team Building Exercises.
• For example let participants in teams of 2, maneuver through a difficult path, with one of them blind
folded.
• The winner of the game should be recognized & rewarded.
Say
• Let them describe attributes of a good team member & a good team leader.
• Thank the participants for their involvement.
• Enthuse the participants by telling them, what is planned next.
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Demonstrate
• Traits of a good team leader during role play exercises.
• Traits of a good team member during role play exercises.
• Let the participants demonstrate their skills during the practical exercises.
Many famous personalities, such as our Prime Minister Narendra Modi, had basic educational
qualification, yet they became famous because of their amazing communication skills. This emphasizes
the importance of communication skills in achieving your goal to work effectively with:
- External parties such as customers, vendors, etc
- Internal stakeholders such your peers and supervisors
Fig: 4.2.1.1 Communication Skills Matter Fig: 4.2.1.2 Why Communication Skills?
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(1) Sender:
The person who intends to convey the message with the intention of passing information and ideas to
others is known as sender or communicator.
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(2) Message:
This is the ideas or information of the communication.
(3) Receiver:
Receiver is the person who receives the message or for whom the message is meant for. It is the
receiver who tries to understand the message in the best possible manner in achieving the desired
objectives.
(4) Feedback:
Feedback is the process of ensuring that the receiver has received the message and understood in the
same sense as sender meant it.
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Words :
Verbal communication consists of sharing thoughts through the meaning of words.
Words are a set of alphabets, to express our feelings or emotions. Verbal communications are of two
types: written and oral communication.
While communicating always try to think about how someone else will understand what you are trying to
communicate.
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4.2.3.1: Voice
Components of Non-verbal Communication:Voice :
Speech requires the presence of a voice that can be modulated. Vocal features that contribute to our
interpretation of spoken language such as voiced pauses or intonation plays an important part to help us
understand what is said to us. For instance, if the volume of your friend’s speech is decidedly low, then
there’s a good chance he’s sad over something. Likewise, if your teacher ends a sentence with a raise in
pitch, or an upward inflection, then she’s most likely asking a question.
What is Voice?
It is a specified quality, pitch and tone of vocal sound.
Relevance of Voice :
For an effective communication, voice has 38% importance. So, “The way you say” matters a lot.
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Keep the following principles in mind using voice for your communication:
- Audible: To be heard
- Speed: To be understood
- Tone: To convey the information with as much vocal energy and enthusiasm as possible
The human face is capable of all manner of articulations and distortions, and each of them can be
interpreted in a unique way depending on the situation. For example, a smirk could convey a sense of
self-satisfaction or could be a shy response to an embarrassing. A smirk could convey a sense of self
satisfaction or could be a shy response to an embarrassing question.
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- Body Posture
- Gestures
- Facial Expressions
- Eye Movements
Fig: 4.2.3.2.2 Shake hands firmly Fig: 4.2.3.2.3 Smile Fig: 4.2.3.2.4 Make eye contact
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Fig: 4.2.3.2.7 Do not avoid the customer’s gaze Fig: 4.2.3.2.8 Do not hide your hands and palms
Fig: 4.2.3.2.9 Do not look at your watch Fig: 4.2.3.2.10 Do not stare
You can use mirroring technique to help the customer into his comfort zone. For example, if the
customer’s arms are crossed, you too should cross your arms to mimic the customer’s action. You
will then come across as friendly and helpful to your customers.
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3.5.5
4.2.4: Android
ListeningSSkill
Listening :
Active listening is an important skill and yet, as communicators, people tend to spend far more energy
considering what they are going to say rather than listening to what the other person is trying to say.
Listening is the ability to accurately receive and interpret messages in the communication process.
Listening is key to all effective communication, without the ability to listen effectively messages are easily
misunderstood – communication breaks down and the sender of the message can easily become
frustrated or irritated.
Overview :
Listening is basically the ability to accurately receive and interpret messages.
Adults spend an average of 70% of their time engaged in some sort of communication, of this an average
of 45% is spent listening compared to 30% speaking, 16% reading and 9% writing. (Adler, R. et al. 2001)
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Most of us do not listen, which leads to a communication gap. You should wait for your turn to speak
rather than interrupt in between!
If you interrupt before your speakers have finished their sentences, then the focus has shifted to you from
the speakers. Also, you are communicating to the speakers that your ideas are more important. Besides,
it’s rude to interrupt.
- Focus on the speaker. Pay attention to what the speaker is saying. Look directly in the eye of your
speaker.
- Take notes: This will help you stay alert.
- Reconfirm and ask questions: Always reconfirm your understanding by repeating the information that
was shared with you. Ask questions to understand the message better. These tips will ensure that you
heard what was said.
- Remove Distractions: Focus on what is being said. Don’t use mobile phone, shuffle papers, look out the
window, pick your fingernails or similar. These behaviours disrupt the listening process and send
messages to the speaker that you are bored or distracted.
Remember, if we were to talk more than we listen, we would have two tongues and one ear.
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3.5.5
4.2.5: Androi
Writing Skill
Writing :
This is an important part of communication. Good writing skills allow you to communicate your message
with clarity and ease to a far larger audience than through face-to-face or telephone conversations.
Writing is a medium of human communication that represents language and emotion through the
inscription or recording of signs and symbols. In most languages, writing is a complement to speech or
spoken language.
Overview :
Written Communication is a medium through which the message of the sender is conveyed with the help
of written words.
You need to use written communications mainly for these activities:
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4.2.6: Grooming
Outward appearance is the window of your personality to the world. You not only dress for others but for
yourself too. External appearance is important because that gives the first impression to others about
your personality.
Overview :
Grooming is basically the state, condition, manner or style in which a person appears.
Good personal grooming can make you look good. Looking good usually improves your self-esteem and
confidence.
Importance of Grooming :
Do you know 4 seconds are enough to make the first Impression! This means we need to act quickly in
order to make a brilliant first impression on our customers.
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Personal Hygiene :
Always follow these do’s and dont’s for maintaining personal hygiene:
Fig: 4.2.6.2 Take Shower Everyday Fig: 4.2.6.3 Shave your facial Fig: 4.2.6.4 No Smoking
hair regularly
Fig: 4.2.6.5 Apply deodorant to Fig: 4.2.6.6 Brush your teeth Fig: 4.2.6.7 Rinse every time
prevent body odour twice everyday after eating
Maintaining Yourself :
You can look presentable at all times by following these tips:
Fig: 4.2.6.8 Take Fig: 4.2.6.9 Stand Fig: 4.2.6.10 Wear Fig: 4.2.6.11 Keep yourself Fig: 4.2.6.12 Exercise
care of your skin Upright well fitted clothes updated regularly
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4.2.7: Etiquette
How you present yourself to others in the business world speaks volumes. People often form first
impressions about others within seconds of first meeting them therefore it is crucial to ensure you are
properly prepared to present yourself as a professional.
Overview :
Office etiquette is important because bad manners at work can be bad for business by negatively affecting
employee morale and productivity.
Etiquette is basically polite behavior and courtesy, a person is expected to follow.
Tips for Personal Etiquette :
Follow these do’s and don’ts for personal etiquettes at workplace:
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To overcome these barriers and to build rapport, you need to understand the different types of
customers, which brings us to our next topic “Customer Types”.
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When the leader of the formation of the geese is tired, it goes back and another goose then comes in the
front to lead the group of Geese. So, these Geese have no fixed leadership or hierarchy.
No goose likes to fly out of formation because it would get tired easily. Even if it does fly out of formation,
it quickly comes back to its place. So, Geese have amazing team sense!
Geese also make a lot of noise while they fly. But it’s interesting to note that the noise is not made by the
geese leading the formation, but by the Geese in the back of the formation, which serve to support and
keep everyone going. Isn’t that the unique vocal support?
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If one goose is ill and falls out of formation, a few of others stay with it, to be with it until it gets well or
dies. Now, that’s what we call team spirit!
Geese are unique as a team. The team behaves as a cohesive whole with a common goal of reaching a
particular destination in mind. Team members help each other since they can collectively achieve much
more than they can alone.
If we have as much sense as a Goose, we will stay in formation with those headed where we want to go.
We will also be willing to accept other’s help and give our help to others.
It pays to take turns in doing the hard tasks and share the leadership. As with Geese, people are interde-
pendent on each other’s skills, capabilities and unique arrangements of gifts, talents and resources.
We need to make sure we are encouraging each other in the team. In teams where there is encourage-
ment, the production is much higher.
If we have as much sense as Geese, we will stand by each other in difficult times as well as when we are
strong. Now, what do you say to that!!!
Team Player Styles :
You need to be a good team player to work in a team.
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Contributors :
The first team player style is Contributors.
The following are the key characteristics of Contributors:
• Logical
• Efficient
• Organized
• Proficient
• Relevant
• Pragmatic
• Systematic
• Dependable
• Responsible
Contributors tend to be task-oriented. Their strengths lie in sharing information with the team and
making sure every aspect of a work is taken care of. Contributors are thorough and detail-oriented.
Collaborators :
The second team player style is Collaborator.
The following are the key characteristics of Collaborators:
• Cooperative
• Flexible
• Confident
• Forward-looking
• Conceptual
• Accommodating
• Generous
• Open
• Visionary
• Imaginative
Collaborators are highly goal-oriented.
If you’re the ones who make sure work stays on track, you’re likely to be a Collaborator.
Communicator :
The third Team Player Style is Communicator.
Here are the key characteristics of Communicators:
• Tactful
• Helpful
• Friendly
• Patient
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• Informal
• Relaxed
• Supportive
• Encouraging
• Considerate
• Spontaneous
The Communicator is a process-oriented member who is an effective listener.
If you focus on making sure the overall process goes smoothly, then you’re likely to be a Communicator.
Challenger :
The fourth Team Player Style is Challenger.
The key characteristics of Challengers are:
• Candid
• Ethical
• Questioning
• Honest
• Truthful
• Outspoken
• Principled
• Adventurous
• Aboveboard
• Brave
The Challenger is a member who questions the goals, methods and even the ethics of the team. He is
willing to disagree with the leader and encourages the team to take calculated risks.
If you’re always looking at the bigger picture and questioning how and why things are done, then you may
be a Challenger.
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By deciding not to say something that would make you sound aggressive or frustrated, you can avoid
unnecessary conflicts.
Conflicts take place when people are rigid and are not willing to cooperate with each other.
Let’s look at some ways through which you can prevent and resolve conflicts.
Depersonalizing Conflicts:
You should always depersonalize conflicts by adopting these steps:
• Focus on issues not personalities
• Encourage both sides to be objective
• Evaluate concerns of both sides
• Encourage people to listen to other’s view
• Encourage points of agreement
• Don’t dwell on anger
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When individuals find it difficult to adjust with each other, the best way is to sit together and discuss
among themselves to reach the middle path. Instead of fighting with each other, it is better to discuss
things and come to a solution which benefits all. For example, when the boss sets the timeline for com-
pleting a given task and the team member finds it unachievable, the team member should negotiate
with his boss to slightly extend the timeline to make it practically achievable. Through discussion they
can then reach the timeline that suits all.
Resolving Complaints:
Use the following do’s to resolve complaints:
• Be warm to the others
• Show empathy
• Acknowledge the other’s feelings
• Listen actively
• Isolate the core problem
• Provide a satisfactory resolution and an alternative
• Follow-up after the resolution
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Giving Feedback:
Follow these best practices for giving feedback effectively:
• Hold the discussion in private
• Remain calm
• Show empathy
• Discuss the most important issues only
• Support your argument with facts, figures and observed behaviour
• Try to reach an agreement
• Summarise your understanding
Hostess to keep monitoring & inform respective staff as & when required -
Store Manager- Everything should be placed in right places
House Keeping- All the display vehicle, floors etc. are neat & clean
Sales Staff- Sufficient product brochures are available in the showroom for customers
RTO Executive- Queries related to RC Book, Number plate etc.
Billing Executive- Escort the customer to complete billing process
Sales Consultant- For information on product in detail
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Unit Objectives
At the end of this unit, you will be able to:
• Explain knowledge and understanding required for Team Working
• Demonstrate professional requirement for Team Working
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits for Team building exercises
Do
• Explain the core / generic skills required for team success.
• Explain the professional skills required for team success.
• Take them through role play exercises.
Say
• Individuals can not work in isolation.
.
• Everybody has to be a team player in ensuring success.
• Bad team member could ruin the team efforts.
Demonstrate
• Successful teams during team exercises.
• Show some videos to demonstrate successful teams.
• Let the participants demonstrate their skills during the practical exercises.
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• Writing Skills
• Complete written work with attention to detail
• Reading Skills
• Read instructions, guidelines / procedures
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5. Maintain Safe and Secure
Environment
Unit 5.1 – Performance Criteria for Healthy, Safe & Secure Work
Environment
Unit 5.2 – Knowledge & Understanding: Healthy, Safe & Secure
Work Environment
ELE/ N 9910
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UNIT 5.1: Performance Criteria for Healthy, Safe & Secure Work
Environment
Unit Objectives
Understand the performance criteria for Working effectively as team:
1. Perform as per the need of resources to maintain a safe, secure working environment
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits for Health & Safety exercises
Do
• Let the participants play some Safety Exercises like fire extinguishing.
• Ask participants to elaborate on the Health, Safety & Security precautions.
• Educate the participants about the safety signages.
Say
• Tell them “Safety First”. .
• Thank the participants for their involvement.
• Enthuse the participants by telling them, what is planned next.
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Performance Criterion:
Resources needed to maintain a safe, secure working environment Study and Learn to:
• Comply with organization’s current health, safety and security policies and procedures
• Report any identified breaches in health, safety, and security policies and procedures to the designat-
ed person
• Coordinate with other resources at the workplace to achieve the healthy, safe and secure environment
for all, incorporating all government norms esp. for emergency situations like fires, earthquakes etc.
• Identify and correct any hazards like illness, accidents, fires or any other natural calamity safely and
within the limits of individual’s authority
• Report any hazards outside the individual’s authority to the relevant person in line with organizational
procedures and warn other people who may be affected
• Follow organization’s emergency procedures for accidents, fires or any other natural calamity. Identify
and recommend opportunities for improving health, safety, and security to the designated person
• Complete all health and safety records are updates and procedures well defined
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UNITKnowledge
4.2: 5.2: Knowledge
& Understanding
& Understanding
: healthy,
- Healthy,
safe &Safe
secure
& Secure
work
environment
Work Environment
Unit Objectives
At the end of this unit, you will be able to:
1. Maintain safe & secure workplace
2. Assess your responsibilities for workplace safety
3. Use best practices to remove potential hazards from your workplace and prevent accidents
4. Apply appropriate strategies to deal with emergencies at workplace
Resources to be Used
• Available objects such as a Black Board, Projector, Screen, Power point, duster, pen, notebook etc.
• Audio Visual Aids as applicable
• Exhibits for Health & Safety exercises
Do
• Let the participants play some Safety Exercises.
• Let them try doing “5S” on the area around them.
• The winner of the game should be recognized & rewarded.
Say
• Health, Safety & Security are the major concerns for any enterprize.
• Thank the participants for their involvement.
.
• Enthuse the participants by telling them, what is planned next.
Demonstrate
• Use of Safety Signages at appropriate locations.
• Some security lapse / risks in their area of work.
• Let the participants demonstrate their firefighting skills during the practical exercises.
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Therefore, measures should be taken to eliminate risks at work and ensure a safe and comfortable
environment for the employees
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The second step for evacuation procedures for workers & visitors in case of emergency includes creating
a map of the parking lot and surrounding buildings.
This must show the Rally Point. Rally Point must be a safe distance from the building. It must be easily
accessible, out of the way of emergency services, and should not be beside the fire hydrant.
Both the layout and the Rally Point must be posted conspicuously throughout the facility and made
available to all employees upon request.
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Notes
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6. Employability &
Entrepreneurship Skills
Unit 6.1 – Personal Strengths & Value Systems
Unit 6.2 – Digital Literacy: A Recap
Unit 6.3 – Money Matters
Unit 6.4 – Preparing for Employment & Self Employment
Unit 6.5 – Understanding Entrepreneurship
Unit 6.6 – Preparing to be an Entrepreneur
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Unit Objectives
At the end of this unit, you will be able to:
1. Explain the meaning of health
2. List common health issues
3. Discuss tips to prevent common health issues
4. Explain the meaning of hygiene
5. Understand the purpose of Swacch Bharat Abhiyan
6. Explain the meaning of habit
7. Discuss ways to set up a safe work environment
8. Discuss critical safety habits to be followed by employees
9. Explain the importance of self-analysis
10. Understand motivation with the help of Maslow’s Hierarchy of Needs
11. Discuss the meaning of achievement motivation
12. List the characteristics of entrepreneurs with achievement motivation
13. List the different factors that motivate you
14. Discuss how to maintain a positive attitude
15. Discuss the role of attitude in self-analysis
16. List your strengths and weaknesses
17. Discuss the qualities of honest people
18. Describe the importance of honesty in entrepreneurs
19. Discuss the elements of a strong work ethic
20. Discuss how to foster a good work ethic
21. List the characteristics of highly creative people
22. List the characteristics of highly innovative people
23. Discuss the benefits of time management
24. List the traits of effective time managers
25. Describe effective time management technique
26. Discuss the importance of anger management
27. Describe anger management strategies
28. Discuss tips for anger management
29. Discuss the causes of stress
30. Discuss the symptoms of stress
31. Discuss tips for stress management
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What is Hygiene?
As per the World Health Organization (WHO), “Hygiene refers to conditions and practices that
help to maintain health and prevent the spread of diseases.” In other words, hygiene means
ensuring that you do whatever is required to keep your surroundings clean, so that you reduce
the chances of spreading germs and diseases.
For instance, think about the kitchen in your home. Good hygiene means ensuring that the
kitchen is always spick and span, the food is put away, dishes are washed and dustbins are not
overflowing with garbage. Doing all this will reduce the chances of attracting pests like rats or
cockroaches, and prevent the growth of fungus and other bacteria, which could spread disease.
How many of these health standards do you follow? Tick the ones that apply to you.
1. Have a bath or shower every day with soap – and wash your hair with shampoo 2-3
times a week.
2. Wear a fresh pair of clean undergarments every day.
3. Brush your teeth in the morning and before going to bed.
4. Cut your fingernails and toenails regularly.
5. Wash your hands with soap after going to the toilet.
6. Use an anti-perspirant deodorant on your underarms if you sweat a lot.
7. Wash your hands with soap before cooking or eating.
8. Stay home when you are sick, so other people don’t catch what you have.
9. Wash dirty clothes with laundry soap before wearing them again.
10. Cover your nose with a tissue/your hand when coughing or sneezing.
See how healthy and hygienic you are, by giving yourself 1 point for every ticked statement!
Then take a look at what your score means.
Your Score
0-7/20: You need to work a lot harder to stay fit and fine! Make it a point to practice good
habits daily and see how much better you feel!
7-14/20: Not bad, but there is scope for improvement! Try and add a few more good habits to
your daily routine.
14-20/20: Great job! Keep up the good work! Your body and mind thank you!
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Tips
• Following healthy and hygienic practices every day will make you feel good mentally and
physically.
• Hygiene is two-thirds of health – so good hygiene will help you stay strong and healthy!
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Tips
• Be aware of what emergency number to call at the time of a workplace emergency
• Practice evacuation drills regularly to avoid chaotic evacuations
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What is Motivation?
Very simply put, motivation is your reason for acting or behaving in a certain manner. It is
important to understand that not everyone is motivated by the same desires – people are
motivated by many, many different things. We can understand this better by looking at Maslow’s
Hierarchy of Needs.
Self-fulfillment
Self -
needs
actualization:
achiving one's full
potential, including
creative activities
Esteem needs:
prestige and feeling of Psychological
accomplishment needs
Safety needs:
Security, safety Basic
needs
Physiological needs:
food, water, warmth, rest
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As you can see from the pyramid, the lowest level depicts the most basic needs. Maslow
believed that our behaviour is motivated by our basic needs, until those needs are met. Once
they are fulfilled, we move to the next level and are motived by the next level of needs. Let’s
understand this better with an example.
Rupa comes from a very poor family. She never has enough food, water, warmth or rest.
According to Maslow, until Rupa is sure that she will get these basic needs, she will not even
think about the next level of needs – her safety needs. But, once Rupa is confident that her basic
needs will be met, she will move to the next level, and her behaviour will then be motivated
by her need for security and safety. Once these new needs are met, Rupa will once again move
to the next level, and be motivated by her need for relationships and friends. Once this need
is satisfied, Rupa will then focus on the fourth level of needs – her esteem needs, after which
she will move up to the fifth and last level of needs – the desire to achieve her full potential.
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• Unafraid to take risks for personal • Very persistent when it comes to achieving
accomplishment goals
• Love being challenged • Extremely courageous
• Future-oriented • Highly creative and innovative
• Flexible and adaptive • Restless - constantly looking to achieve more
• Value negative feedback more than • Feel personally responsible for solving
positive feedback problems
Think about it:
• Can you think of entrepreneurs who display
• How many of these traits do you have?
these traits?
What is Attitude?
Now that we understand why motivation is so important for self-analysis, let’s look at the
role our attitude plays in better understanding ourselves. Attitude can be described as your
tendency (positive or negative), to think and feel about someone or something. Attitude is the
foundation for success in every aspect of life. Our attitude can be our best friend or our worst
enemy. In other words:
“The only disability in life is a bad attitude.”
When you start a business, you are sure to encounter a wide variety of emotions, from difficult
times and failures to good times and successes. Your attitude is what will see you through
the tough times and guide you towards success. Attitude is also infectious. It affects everyone
around you, from your customers to your employees to your investors. A positive attitude helps
build confidence in the workplace while a negative attitude is likely to result in the demotivation
of your people.
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Strengths Weaknesses
Tips
• Achievement motivation can be learned.
• Don’t be afraid to make mistakes.
• Train yourself to finish what you start.
• Dream big.
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• Respect: Employees need to respect the company, the law, their work, their colleagues
and themselves.
• Integrity: Each and every team member should be completely ethical and must display
above board behaviour at all times.
• Efficiency: Efficient employees help a company grow while inefficient employees result in
a waste of time and resources.
Tips
• Don’t get angry when someone tells you the truth and you don’t like what you hear.
• Always be willing to accept responsibility for your mistakes.
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• They are imaginative and playful • They detest rules and routine
• They see issues from different angles • They love to daydream
• They notice small details • They are very curious
• They have very little tolerance for boredom
What is Innovation?
There are many different definitions of innovation. In simple terms, innovation means turning
an idea into a solution that adds value. It can also mean adding value by implementing a new
product, service or process, or significantly improving on an existing product, service or process.
Tips
• Take regular breaks from your creative work to recharge yourself and gain fresh perspective.
• Build prototypes frequently, test them out, get feedback, and make the required changes.
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• Delegate your work. This will not only help your work get done faster, but will also show
you the unique skills and abilities of those around you.
• Stop procrastinating. Remind yourself that procrastination typically arises due to the fear
of failure or the belief that you cannot do things as perfectly as you wish to do them.
• Prioritize. List each task to be completed in order of its urgency or importance level. Then
focus on completing each task, one by one.
• Maintain a log of your work activities. Analyze the log to help you understand how efficient
you are, and how much time is wasted every day.
Create time management goals to reduce time wastage.
Tips
• Always complete the most important tasks first.
• Get at least 7 – 8 hours of sleep every day.
• Start your day early.
• Don’t waste too much time on small, unimportant details.
• Set a time limit for every task that you will undertake.
• Give yourself some time to unwind between tasks.
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Tips
• Try to forgive those who anger you, rather than hold a grudge against them.
• Avoid using sarcasm and hurling insults. Instead, try and explain the reason for your
frustration in a polite and mature manner.
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Causes of Stress
Stress can be caused by internal and external factors.
Internal causes of stress
• Constant worry • Pessimism
• Rigid thinking • Negative self-talk
• Unrealistic expectations • All in or all out attitude
External causes of stress
• Major life changes • Difficulties at work or in school
• Difficulties with relationships • Financial difficulties
• Having too much to do • Worrying about one’s children and/or family
Symptoms of Stress
Stress can manifest itself in numerous ways. Take a look at the cognitive, emotional, physical
and behavioral symptoms of stress.
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Tips
• Force yourself to smile even if you feel stressed. Smiling makes us feel relaxed and happy.
• Stop yourself from feeling and thinking like a victim. Change your attiude and focus on
being proactive.
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Tips
• When visiting a .com address, there no need to type http:// or even www. Just type the
name of the website and then press Ctrl + Enter. (Example: Type ‘apple’ and press Ctrl +
Enter to go to www.apple.com)
• Press the Ctrl key and press the + or - to increase and decrease the size of text.
• Press F5 or Ctrl + R to refresh or reload a web page.
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Tips
• Press Ctrl+R as a shortcut method to reply to email.
• Set your desktop notifications only for very important emails.
• Flag messages quickly by selecting messages and hitting the Insert key.
• Save frequently sent emails as a template to reuse again and again.
• Conveniently save important emails as files.
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Examples of E-Commerce
Some examples of e-commerce are:
• Online shopping • Electronic payments
• Online auctions • Internet banking
• Online ticketing
Types of E-Commerce
E-commerce can be classified based on the types of participants in the transaction. The main
types of e-commerce are:
• Business to Business (B2B): Both the transacting parties are businesses.
• Business to Consumer (B2C): Businesses sell electronically to end-consumers.
• Consumer to Consumer (C2C): Consumers come together to buy, sell or trade items to
other consumers.
• Consumer-to-Business (C2B): Consumers make products or services available for purchase
to companies looking for exactly those services or products.
• Business-to-Administration (B2A): Online transactions conducted between companies
and public administration.
• Consumer-to-Administration (C2A): Online transactions conducted between individuals
and public administration.
Benefits of E-Commerce
The e-commerce business provides some benefits for retailers and customers.
Benefits for retailers:
• Establishes an online presence
• Reduces operational costs by removing overhead costs
• Increases brand awareness through the use of good keywords
• Increases sales by removing geographical and time constraints
Benefits for customers:
• Offers a wider range of choice than any physical store
• Enables goods and services to be purchased from remote locations
• Enables consumers to perform price comparisons
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E-Commerce Activity
Choose a product or service that you want to sell online. Write a brief note explaining how
you will use existing e-commerce platforms, or create a new e-commerce platform, to sell your
product or service.
Tips
• Before launching your e-commerce platform, test everything.
• Pay close and personal attention to your social media.
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Benefits of Saving
Inculcating the habit of saving leads to a vast number of benefits. Saving helps you:
• Become financially independent: When you have enough money saved up to feel secure
you can start making your choices, from taking a vacation whenever you want, to switching
careers or starting your own business.
• Invest in yourself through education: Through saving, you can earn enough to pay up for
courses that will add to your professional experience and ultimately result in higher paying
jobs.
• Get out of debt: Once you have saved enough as a reserve fund, you can use your savings
to pay off debts like loans or bills that have accumulated over time.
• Be prepared for surprise expenses : Having money saved enables you to pay for unforeseen
expenses like sudden car or house repairs, without feeling financially stressed.
• Pay for emergencies: Saving helps you deal with emergencies like sudden health issues or
emergency trips without feeling financially burdened.
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• Afford large purchases and achieve major goals:: Saving diligently makes it possible to
place down payments towards major purchases and goals, like buying a home or a car.
• Retire: The money you have saved over the years will keep you comfortable when you no
longer have the income you would get from your job.
Tips
• Break your spending habit. Try not spending on one expensive item per week, and put the
money that you would have spent into your savings.
• Decide that you will not buy anything on certain days or weeks and stick to your word.
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Tips
• Select the right type of account.
• Fill in complete nomination details.
• Ask about fees.
• Understand the rules.
• Check for online banking – it’s convenient!
• Keep an eye on your bank balance.
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Tips
• When trying to determine whether a cost is fixed or variable, simply ask the following
question: Will the particular cost change if the company stopped its production activities? If
the answer is no, then it is a fixed cost. If the answer is yes, then it is probably a variable cost.
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Insurance
There are two types of insurance – Life Insurance and Non-Life or General Insurance.
Life Insurance
Life Insurance deals with all insurance covering human life.
Life Insurance Products
The main life insurance products are:
• Term Insurance: This is the simplest and cheapest form of insurance. It offers financial
protection for a specified tenure, say 15 to 20 years. In the case of your death, your family
is paid the sum assured. In the case of your surviving the term, the insurer pays nothing.
• Endowment Policy: This offers the dual benefit of insurance and investment. Part of the
premium is allocated towards the sum assured, while the remaining premium gets invested
in equity and debt. It pays a lump sum amount after the specified duration or on the death
of the policyholder, whichever is earlier.
• Unit-Linked Insurance Plan (ULIP): Here part of the premium is spent on the life cover,
while the remaining amount is invested in equity and debt. It helps develop a regular
saving habit.
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• Money Back Life Insurance:While the policyholder is alive, periodic payments of the
partial survival benefits are made during the policy tenure. On the death of the insured,
the insurance company pays the full sum assured along with survival benefits.
• Whole Life Insurance:It offers the dual benefit of insurance and investment. It offers
insurance cover for the whole life of the person or up to 100 years whichever is earlier.
General Insurance
General Insurance deals with all insurance covering assets like animals, agricultural crops,
goods, factories, cars and so on.
General Insurance Products
The main general insurance products are:
• Motor Insurance: This can be divided into Four Wheeler Insurance and Two Wheeler
Insurance.
• Health Insurance: The main types of health insurance are individual health insurance, family
floater health insurance, comprehensive health insurance and critical illness insurance.
• Travel Insurance: This can be categorised into Individual Travel Policy, Family Travel Policy,
Student Travel Insurance and Senior Citizen Health Insurance.
• Home Insurance: This protects the house and its contents from risk.
• Marine Insurance: This insurance covers goods, freight, cargo etc. against loss or damage
during transit by rail, road, sea and/or air.
Taxes
There are two types of taxes – Direct Taxes and Indirect Taxes.
Direct Tax
Direct taxes are levied directly on an entity or a person and are non-transferrable.
Some examples of Direct Taxes are:
• Income Tax: This tax is levied on your earning in a financial year. It is applicable to both,
individuals and companies.
• Capital Gains Tax: This tax is payable whenever you receive a sizable amount of money.
It is usually of two types – short term capital gains from investments held for less than 36
months and long term capital gains from investments held for longer than 36 months.
• Securities Transaction Tax: This tax is added to the price of a share. It is levied every time
you buy or sell shares.
• Perquisite Tax: This tax is levied is on perks that have been acquired by a company or used
by an employee.
• Corporate Tax: Corporate tax is paid by companies from the revenue they earn.
Indirect Tax
Indirect taxes are levied on goods or services.
Some examples of Indirect Taxes are:
• Sales Tax: Sales Tax is levied on the sale of a product.
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Tips
• Think about how quickly you need your money back and pick an investment option
accordingly.
• Ensure that you are buying the right type of insurance policy for yourself.
• Remember, not paying taxes can result in penalties ranging from fines to imprisonment.
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NEFT
NEFT stands for National Electronic Funds Transfer. This money transfer system allows you to
electronically transfer funds from your respective bank accounts to any other account, either
in the same bank or belonging to any other bank. NEFT can be used by individuals, firms and
corporate organizations to transfer funds between accounts.
In order to transfer funds via NEFT, two things are required:
• A transferring bank
• A destination bank
Before you can transfer funds through NEFT, you will need to register the beneficiary who will
be receiving the funds. In order to complete this registration, you will require the following
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RTGS
RTGS stands for Real Time Gross Settlement. This is a real time funds transfer system which
enables you to transfer funds from one bank to another, in real time or on a gross basis. The
transferred amount is immediately deducted from the account of one bank, and instantly
credited to the other bank’s account. The RTGS payment gateway is maintained by the Reserve
Bank of India. The transactions between banks are made electronically.
RTGS can be used by individuals, companies and firms to transfer large sums of money. Before
remitting funds through RTGS, you will need to add the beneficiary and his bank account details
via your online banking account. In order to complete this registration, you will require the
following information:
• Name of the beneficiary • Beneficiary’s account number
• Beneficiary’s bank address • Beneficiary’s bank’s IFSC code
IMPS
IMPS stands for Immediate Payment Service. This is a real-time, inter-bank, electronic funds
transfer system used to transfer money instantly within banks across India. IMPS enables
users to make instant electronic transfer payments using mobile phones through both, Mobile
Banking and SMS. It can also be used through ATMs and online banking. IMPS is available 24
hours a day and 7 days a week. The system features a secure transfer gateway and immediately
confirms orders that have been fulfilled.
To transfer money through IMPS, the you need to:
• Register for IMPS with your bank
• Receive a Mobile Money Identifier (MMID) from the bank
• Receive a MPIN from the bank
Once you have both these, you can login or make a request through SMS to transfer a particular
amount to a beneficiary.
For the beneficiary to receive the transferred money, he must:
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Tips
• Never click on any links in any e-mail message to access your online banking website.
• You will never be asked for your credit or debit card details while using online banking.
• Change your online banking password regularly.
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Tips
• Ask insightful and probing questions.
• When communicating, use effective forms of body language like smiling, making eye
contact, and actively listening and nodding. Don’t slouch, play with nearby items, fidget,
chew gum, or mumble.
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Jasmine Watts
Breach Candy, Mumbai – India
Contact No: +91 2223678270
Email: [email protected]
Profile Summary
• A Content Writer graduated from University of Strathclyde having 6 years of experience
in writing website copy.
• Core expertise lies in content creation for e-learning courses, specifically for the K-12
segment.
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Technical Skills
• Flash
• Photoshop
Step 5: Insert Your Academic Project Experience
List down all the important projects that you have worked on. Include the following information
in this section:
• Project title • Organization • Platform used
• Contribution • Description
Example:
Academic Projects
Project Title: Different Communication Skills
Organization: True Blue Solutions
Platform used: Articulate
Contribution: Content writing and graphic visualization
Description: Development of storyboards for corporate induction & training programs
Step 6: List Your Strengths
This is where you list all your major strengths. This section should be in the form of a bulleted list.
Example:
Strengths
• Excellent oral, written and presentation skills
• Action-oriented and result-focused
• Great time management skills
Step 7: List Your Extracurricular Activities
It is very important to show that you have diverse interests and that your life consists of more
than academics. Including your extracurricular activities can give you an added edge over other
candidates who have similar academic scores and project experiences. This section should be
in the form of a bulleted list.
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Example:
Extracurricular Activities
• Member of the Debate Club
• Played tennis at a national level
• Won first prize in the All India Camel Contest, 2010
Personal Details
• Date of birth: 25th May, 1981
• Gender & marital status: Female, Single
• Nationality: Indian
• Languages known: English, Hindi, Tamil, French
Tips
• Keep your resume file name short, simple and informational.
• Make sure the resume is neat and free from typing errors.
• Always create your resume on plain white paper.
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Tips
• Be honest and confident while answering.
• Use examples of your past experiences wherever possible to make your answers more
impactful.
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Importance of Entrepreneurship
Entrepreneurship is very important for the following reasons:
1. It results in the creation of new organizations
2. It brings creativity into the marketplace
3. It leads to improved standards of living
4. It helps develop the economy of a country
Characteristics of Entrepreneurs
All successful entrepreneurs have certain characteristics in common.
They are all:
• Extremely passionate about their work
• Confident in themselves
• Disciplined and dedicated
• Motivated and driven
• Highly creative
• Visionaries
• Open-minded
• Decisive
Entrepreneurs also have a tendency to:
• Have a high risk tolerance
• Thoroughly plan everything
• Manage their money wisely
• Make their customers their priority
• Understand their offering and their market in detail
• Ask for advice from experts when required
• Know when to cut their losses
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Types of Enterprises
As an entrepreneur in India, you can own and run any of the following types of enterprises:
Sole Proprietorship
In a sole proprietorship, a single individual owns, manages and controls the enterprise. This
type of business is the easiest to form with respect to legal formalities. The business and the
owner have no separate legal existence. All profit belongs to the proprietor, as do all the losses
- the liability of the entrepreneur is unlimited.
Partnership
A partnership firm is formed by two or more people. The owners of the enterprise are called
partners. A partnership deed must be signed by all the partners. The firm and its partners have
no separate legal existence. The profits are shared by the partners. With respect to losses, the
liability of the partners is unlimited. A firm has a limited life span and must be dissolved when
any one of the partners dies, retires, claims bankruptcy or goes insane.
Limited Liability Partnership (LLP)
In a Limited Liability Partnership or LLP, the partners of the firm enjoy perpetual existence
as well as the advantage of limited liability. Each partner’s liability is limited to their agreed
contribution to the LLP. The partnership and its partners have a separate legal existence.
Tips
• Learn from others’ failures.
• Be certain that this is what you want.
• Search for a problem to solve, rather than look for a problem to attach to your idea.
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Tips
• Don’t get too attached to your original idea. Allow it to evolve and change.
• Be aware of your weaknesses and build a team that will complement your shortfalls.
• Hiring the right people is not enough. You need to promote or incentivize your most
talented people to keep them motivated.
• Earn your team’s respect.
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Tips
• If you’re finding it difficult to focus on what someone is saying, try repeating their words
in your head.
• Always maintain eye contact with the person that you are communicating with, when
speaking as well as listening. This conveys and also encourages interest in the conversation.
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What is Negotiation?
Negotiation is a method used to settle differences. The aim of negotiation is to resolve
differences through a compromise or agreement while avoiding disputes. Without negotiation,
conflicts are likely to lead to resentment between people. Good negotiation skills help satisfy
both parties and go a long way towards developing strong relationships.
Why Negotiate
Starting a business requires many, many negotiations. Some negotiations are small while
others are critical enough to make or break a startup. Negotiation also plays a big role inside
the workplace. As an entrepreneur, you need to know not only know how to negotiate yourself,
but also how to train employees in the art of negotiation.
How to Negotiate
Take a look at some steps to help you negotiate:
Step 1: Pre-Negotiation Agree on where to meet to discuss the problem, decide who all will
Preparation be present and set a time limit for the discussion.
Step 2: Discuss the This involves asking questions, listening to the other side, putting
Problem your views forward and clarifying doubts.
Step 3: Clarify the Ensure that both parties want to solve the same problem and reach
Objective the same goal.
Step 4: Aim for a Try your best to be open minded when negotiating. Compromise
Win-Win Outcome and offer alternate solutions to reach an outcome where both
parties win.
Step 5: Clearly Define When an agreement has been reached, the details of the
the Agreement agreement should be crystal clear to both sides, with no scope for
misunderstandings.
Step 6: Implement the Agree on a course of action to set the solution in motion
Agreed Upon Solution
Tips
• Know exactly what you want before you work towards getting it
• Give more importance to listening and thinking, than speaking
• Focus on building a relationship rather than winning
• Remember that your people skills will affect the outcome
• Know when to walk away – sometimes reaching an agreement may not be possible
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What is an Opportunity?
The word opportunity suggests a good chance or a favourable situation to do something offered
by circumstances.
A business opportunity means a good or favourable change available to run a specific business
in a given environment, at a given point of time.
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STRENGTH WEAKNESSES
What are your strengths? What are your weaknesses?
What unique capabilities do What do your competitors do
you posses? better than you?
What do you do better than
others?
What do others percieve
as your strengths? S W
OPPORTUNITIES O T THREATS
What Trends may positively Do you have solid financial
impact you? support?
What oppprtunities are What trends may negatively
available to you? impact you?
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Opportunity Analysis
Once you have identified an opportunity, you need to analyze it.
To analyze an opportunity, you must:
• Focus on the idea
• Focus on the market of the idea
• Talk to industry leaders in the same space as the idea
• Talk to players in the same space as the idea
Tips
• Remember, opportunities are situational.
• Look for a proven track record.
• Avoid the latest craze.
• Love your idea.
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Types of Entrepreneurs
There are four main types of entrepreneurs:
1. The Traditional Entrepreneur: This type of entrepreneur usually has some kind of skill –
they can be a carpenter, mechanic, cook etc. They have businesses that have been around
for numerous years like restaurants, shops and carpenters. Typically, they gain plenty of
experience in a particular industry before they begin their own business in a similar field.
2. The Growth Potential Entrepreneur: The desire of this type of entrepreneur is to start an
enterprise that will grow, win many customers and make lots of money. Their ultimate aim
is to eventually sell their enterprise for a nice profit. Such entrepreneurs usually have a
science or technical background.
3. The Project-Oriented Entrepreneur: This type of entrepreneur generally has a background
in the Arts or psychology. Their enterprises tend to be focus on something that they are
very passionate about.
4. The Lifestyle Entrepreneur: This type of entrepreneur has usually worked as a teacher or
a secretary. They are more interested in selling something that people will enjoy, rather
than making lots of money.
Characteristics of an Entrepreneur
Successful entrepreneurs have the following characteristics:
• They are highly motivated
• They are creative and persuasive
• They are mentally prepared to handle each and every task
• They have excellent business skills – they know how to evaluate their cash flow, sales and
revenue
• They are willing to take great risks
• They are very proactive – this means they are willing to do the work themselves, rather
than wait for someone else to do it
• They have a vision – they are able to see the big picture
• They are flexible and open-minded
• They are good at making decisions
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Preparation
(Rationalisation)
Incubation
(Fantasising)
Fasibility
Study
Illumination Varification
(Realisation) (Validation)
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What is an Entrepreneur?
The entrepreneurship support ecosystem signifies the collective and complete nature of
entrepreneurship. New companies emerge and flourish not only because of the courageous,
visionary entrepreneurs who launch them, but they thrive as they are set in an environment or
‘ecosystem’ made of private and public participants. These players nurture and sustain the new
ventures, facilitating the entrepreneurs’ efforts.
An entrepreneurship ecosystem comprises of the following six domains:
1. Favourable Culture: This includes elements such as tolerance of risk and errors, valuable
networking and positive social standing of the entrepreneur.
2. Facilitating Policies & Leadership: This includes regulatory framework incentives and
existence of public research institutes.
3. Financing Options: Angel financing, venture capitalists and micro loans would be good
examples of this.
4. Human Capital: This refers to trained and untrained labour, entrepreneurs and
entrepreneurship training programmes, etc.
5. Conducive Markets for Products & Services: This refers to an existence or scope of
existence of a market for the product/service.
6. Institutional & Infrastructural Support: This includes legal and financing advisers,
telecommunications, digital and transportation infrastructure, and entrepreneurship
networking programmes.
These domains indicate whether there is a strong entrepreneurship support ecosystem and
what actions should the government put in place to further encourage this ecosystem. The six
domains and their various elements have been graphically depicted.
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Leadership
Early Customers Government
• Unequivocal support • Institutions • Research institutes
• Early adopters for proof-of-concept
• Social legitimacy e.g. Investment, support
• Expertise in productizing
• Open door for advocate
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Human • Visible successes
Educational Institutions Culture
• General degrees (professional and academic)
Capital • Wealth generation for founders
• Specific entrepreneurship training • International reputation
Supports Societal norms
Infrastructure
• Tolerance of risk, mistakes, failure
• Telecommunications • Innovation, creativity, experimentation
• Transportation & logistics • Social status of entrepreneur
• Energy • Wealth creation
• Zones, incubation centers, clusters Non-Government Institution • Ambition, drive, hunger
• Entrepreneurship • Conferences
Support Professions promotion in
• Legal non-profits
• Accounting • Business plan • Entrepreneur- fri-
• Investment bankers contests endly association
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Every entrepreneurship support ecosystem is unique and all the elements of the ecosystem are
interdependent. Although every region’s entrepreneurship ecosystem can be broadly described
by the above features, each ecosystem is the result of the hundred elements interacting in
highly complex and particular ways.
Entrepreneurship ecosystems eventually become (largely) self-sustaining. When the six domains
are resilient enough, they are mutually beneficial. At this point, government involvement can
and should be significantly minimized. Public leaders do not need to invest a lot to sustain the
ecosystem. It is imperative that the entrepreneurship ecosystem incentives are formulated to
be self-liquidating, hence focusing on sustainability of the environment.
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3. Universities, research labs and the government need to play the role of enablers in the
entrepreneurship support ecosystem.
4. Policymakers need to focus on reducing the obstacles such as corruption, red tape and
bureaucracy.
5. We need to improve our legal systems and court international venture capital firms and
bring them to India.
6. We must devise policies and methods to reach the secondary and tertiary towns in India,
where people do not have access to the same resources available in the cities.
Today, there is a huge opportunity in this country to introduce innovative solutions that are
capable of scaling up, and collaborating within the ecosystem as well as enriching it.
Tips
• Research the existing market, network with other entrepreneurs, venture capitalists, angel
investors, and thoroughly review the policies in place to enable your entrepreneurship.
• Failure is a stepping stone and not the end of the road. Review yours and your peers’ errors
and correct them in your future venture.
• Be proactive in your ecosystem. Identify the key features of your ecosystem and enrich
them to ensure self-sustainability of your entrepreneurship support ecosystem.
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Tips
• Cultivate a great network of clients, suppliers, peers, friends and family. This will not only
help you promote your business, but will also help you learn, identify new opportunities
and stay tuned to changes in the market.
• Don’t dwell on setbacks. Focus on what the you need to do next to get moving again.
• While you should try and curtail expenses, ensure that it is not at the cost of your growth.
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I would tell them to create long term goals and put a plan in action to achieve that goal. I would
tell them to build a product that is truly unique. Be very careful and ensure that you are not
copying another startup. Lastly, I’d tell them that it’s very important that they find the right
investors.
Interviewer: That’s some really helpful advice, Shyam! I’m sure this will help all entrepreneurs
to be more prepared before they begin their journey! Thank you for all your insight!
Tips
• Remember that nothing is impossible.
• Identify your mission and your purpose before you start.
• Plan your next steps – don’t make decisions hastily.
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Primary research
Primary research can be of two types:
• Exploratory: This is open-ended and usually involves detailed, unstructured interviews.
• Specific: This is precise and involves structured, formal interviews. Conducting specific
research is the more expensive than conducting exploratory research.
Secondary research
Secondary research uses outside information. Some common secondary sources are:
• Public sources: These are usually free and have a lot of good information. Examples are
government departments, business departments of public libraries etc.
• Commercial sources: These offer valuable information but usually require a fee to be paid.
Examples are research and trade associations, banks and other financial institutions etc.
• Educational institutions: These offer a wealth of information. Examples are colleges,
universities, technical institutes etc.
The 4 Ps of Marketing
The 4 Ps of marketing are Product, Price, Promotion and Place. Let’s look at each of these 4 Ps
in detail.
Product
A product can be:
• A tangible good • An intangible service
Whatever your product is, it is critical that you have a clear understanding of what you are
offering, and what its unique characteristics are, before you begin with the marketing process.
Some questions to ask yourself are:
• What does the customer want from the product/service?
• What needs does it satisfy?
• Are there any more features that can be added?
• Does it have any expensive and unnecessary features?
• How will customers use it?
• What should it be called?
• How is it different from similar products?
• How much will it cost to produce?
• Can it be sold at a profit?
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Price
Once all the elements of Product have been established, the Price factor needs to be considered.
The Price of a Product will depend on several factors such as profit margins, supply, demand
and the marketing strategy.
Some questions to ask yourself are:
• What is the value of the product/service to customers?
• Do local products/services have established price points?
• Is the customer price sensitive?
• Should discounts be offered?
• How is your price compared to that of your competitors?
Promotion
Once you are certain about your Product and your Price, the next step is to look at ways to
promote it. Some key elements of promotion are advertising, public relations, social media
marketing, email marketing, search engine marketing, video marketing and more.
Some questions to ask yourself are:
• Where should you promote your product or service?
• What is the best medium to use to reach your target audience?
• When would be the best time to promote your product?
• How are your competitors promoting their products?
Place
According to most marketers, the basis of marketing is about offering the right product, at
the right price, at the right place, at the right time. For this reason, selecting the best possible
location is critical for converting prospective clients into actual clients.
Some questions to ask yourself are:
• Will your product or service be looked for in a physical store, online or both?
• What should you do to access the most appropriate distribution channels?
• Will you require a sales force?
• Where are your competitors offering their products or services?
• Should you follow in your competitors’ footsteps?
• Should you do something different from your competitors?
Importance of an IDEA
Ideas are the foundation of progress. An idea can be small or ground-breaking, easy to
accomplish or extremely complicated to implement. Whatever the case, the fact that it is an
idea gives it merit. Without ideas, nothing is possible. Most people are afraid to speak out
their ideas, out for fear of being ridiculed. However, if are an entrepreneur and want to remain
competitive and innovative, you need to bring your ideas out into the light.
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Tips
• Keep in mind that good ideas do not always have to be unique.
• Remember that timing plays a huge role in determining the success of your idea.
• Situations and circumstances will always change, so be flexible and adapt your idea
accordingly.
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Benefits of CRM
CRM has a number of important benefits:
• It helps improve relations with existing customers which can lead to:
Increased sales
Identification of customer needs
Cross-selling of products
• It results in better marketing of one’s products or services
• It enhances customer satisfaction and retention
• It improves profitability by identifying and focusing on the most profitable customers
What is Networking?
In business, networking means leveraging your business and personal connections in order
to bring in a regular supply of new business. This marketing method is effective as well as low
cost. It is a great way to develop sales opportunities and contacts. Networking can be based
on referrals and introductions, or can take place via phone, email, and social and business
networking websites.
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Business networking events held across the globe play a huge role in connecting like-minded
entrepreneurs who share the same fundamental beliefs in communication, exchanging ideas
and converting ideas into realities. Such networking events also play a crucial role in connecting
entrepreneurs with potential investors. Entrepreneurs may have vastly different experiences
and backgrounds but they all have a common goal in mind – they all seek connection, inspiration,
advice, opportunities and mentors. Networking offers them a platform to do just that.
Benefits of Networking
Networking offers numerous benefits for entrepreneurs. Some of the major benefits are:
• Getting high quality leads
• Increased business opportunities
• Good source of relevant connections
• Advice from like-minded entrepreneurs
• Gaining visibility and raising your profile
• Meeting positive and enthusiastic people
• Increased self-confidence
• Satisfaction from helping others
• Building strong and lasting friendships
Tips
• Use social media interactions to identify needs and gather feedback.
• When networking, ask open-ended questions rather than yes/no type questions.
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Business Description
The second section of your business plan needs to provide a detailed review of the different
elements of your business. This will help potential investors to correctly understand your
business goal and the uniqueness of your offering.
Your Business Description should include:
• A description of the nature of your business
• The market needs that you are aiming to satisfy
• The ways in which your products and services meet these needs
• The specific consumers and organizations that you intend to serve
• Your specific competitive advantages
Market Analysis
The market analysis section usually follows the business description. The aim of this section is
to showcase your industry and market knowledge. This is also the section where you should lay
down your research findings and conclusions.
Your Market Analysis should include:
• Your industry description and outlook
• Information on your target market
• The needs and demographics of your target audience
• The size of your target market
• The amount of market share you want to capture
• Your pricing structure
• Your competitive analysis
• Any regulatory requirements
Organization & Management
This section should come immediately after the Market Analysis.
Your Organization & Management section should include:
• Your company’s organizational structure
• Details of your company’s ownership
• Details of your management team
• Qualifications of your board of directors
• Detailed descriptions of each division/department and its function
• The salary and benefits package that you offer your people
• The incentives that you offer
Service or Product Line
The next section is the service or product line section. This is where you describe your service
or product, and stress on their benefits to potential and current customers. Explain in detail
why your product of choice will fulfill the needs of your target audience.
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• A salesforce strategy: This strategy focuses on increasing the revenue of the enterprise.
• A breakdown of your sales activities: This means detailing out how you intend to sell your
products or services – will you sell it offline or online, how many units do you intend to sell,
what price do you plan to sell each unit at, etc.
Funding Request
This section is specifically for those who require funding for their venture.
The Funding Request section should include the following information:
• How much funding you currently require.
• How much funding you will require over the next five years. This will depend on your long-
term goals.
• The type of funding you want and how you plan to use it. Do you want funding that can be
used only for a specific purpose, or funding that can be used for any kind of requirement?
• Strategic plans for the future. This will involve detailing out your long-term plans – what
these plans are and how much money you will require to put these plans in motions.
• Historical and prospective financial information. This can be done by creating and
maintaining all your financial records, right from the moment your enterprise started, to
the present day. Documents required for this are your balance sheet which contains details
of your company’s assets and liabilities, your income statement which lists your company’s
revenues, expenses and net income for the year, your tax returns (usually for the last three
years) and your cash flow budget which lists the cash that came in, the cash that went out
and states whether you had a cash deficit (negative balance) or surplus (positive balance)
at the end of each month.
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The Procedure
To apply for funding the following procedure will need to be followed.
1. Submit your application form and all other required documents to the bank.
2. The bank will carefully assess your credit worthiness and assign ratings by analyzing your
business information with respect to parameters like management, financial, operational
and industry information as well as past loan performance.
3. The bank will make a decision as to whether or not you should be given funding.
Tips
• Get advice on funding options from experienced bankers.
• Be cautious and avoid borrowing more than you need, for longer than you need, at an
interest rate that is higher than you are comfortable with.
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Besides motivating your people, your employees should be constantly trained in new practices
and technologies. Remember, training is not a one-time effort. It is a consistent effort that
needs to be carried out regularly.
Step 5: Train your people to handle your customers well.
Your employees need to be well-versed in the art of customer management. This means they
should be able to understand what their customers want, and also know how to satisfy their
needs. For them to truly understand this, they need to see how you deal effectively with
customers. This is called leading by example. Show them how you sincerely listen to your clients
and the efforts that you put into understand their requirements. Let them listen to the type of
questions that you ask your clients so they understand which questions are appropriate.
Step 6: Market your enterprise effectively.
Use all your skills and the skills of your employees to market your enterprise in an effective
manner. You can also hire a marketing agency if you feel you need help in this area.
Now that you know what is required to run your enterprise effectively, put these steps into
play, and see how much easier managing your enterprise becomes!
Tips
• Get advice on funding options from experienced bankers.
• Be cautious and avoid borrowing more than you need, for longer than you need, at an
interest rate that is higher than you are comfortable with.
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Tips
• It is very important to validate your business ideas before you invest significant time,
money and resources into it.
• The more questions you ask yourself, the more prepared you will be to handle to highs and
lows of starting an enterprise.
Footnotes:
1. A mentor is a trusted and experienced person who is willing to coach and guide you.
2. A customer is someone who buys goods and/or services.
3. A competitor is a person or company that sells products and/or services similar to your
products and/or services.
4. SWOT stands for Strengths, Weaknesses, Opportunities and Threats. To conduct a SWOT
analysis of your company, you need to list down all the strengths and weaknesses of your
company, the opportunities that are present for your company and the threats faced by
your company.
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5. A minimum viable product is a product that has the fewest possible features, that can be
sold to customers, for the purpose of getting feedback from customers on the product.
6. A company is said to break even when the profits of the company are equal to the costs.
7. The legal structure could be a sole proprietorship, partnership or limited liability
partnership.
8. There are two types of taxes – direct taxes payable by a person or a company, or indirect
taxes charged on goods and/or services.
9. There are two types of insurance – life insurance and general insurance. Life insurance
covers human life while general insurance covers assets like animals, goods, cars etc.
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Notes
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304
7. Annexures
Annexure I – Training Delivery Plan
Annexure II – Assessment Criteria
Facilitator Guide
Annexure I
Training Delivery Plan
Training Delivery Plan
Program Name Mobile Phone Hardware Repair Technician
Qualification Pack Mobile Phone Hardware Repair Technician ELE/Q81040
Name & Ref. ID
Version No. 1.0 Version Update Date 09/12/2015
Pre-requisites to 10th standard passed
Training (if any)
Training Outcomes By the end of this program, the participants would have achieved the following
competencies:
1 Receiving procedure of the faulty Mobile Phone: Understanding the Procedure to
receive the faulty Mobile Handsets from the Customer
2 Diagnose the Problem of the Faulty Mobile Phone: Understanding the possible
problems talking with the Customer and using diagnostic tools
4 Repair the Hardware of the Faulty Mobile Phone: Understanding the Repairing
Techniques of the Faulty Mobile Phone using tools and equipments
5 Repair the Software of the Faulty Mobile Phone: Understanding the Repairing
Techniques of the Faulty Mobile Phone using various Software
6 Testing the Repaired Mobile phone: Understanding the procedure to test the
Repaired Mobile Phone
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2.3 Interact Documenting • Use of interactive ELE/N8106 Workshop Black / Glass 3 hrs
with on computer ERP system of the Practical, On Board, ppt, Video,
customer Session 3.b company the job Image Recognition
and • Use the system to training, tools & exercises,
perform prepare invoice, master samples,
front end stock management, exhibits
repair order placement,
accessories
availability, etc
2.4 Interact Performing • Identify problem and ELE/N8106 Classroom Black / Glass 3 hrs
with front end decide the action to theory sessions, Board, ppt,
customer repair be taken Participative Video, exercises,
and Session 4.a • Upload licensed and Interactions, master samples,
perform brand approved Group exhibits
front end • Applications as per discussions,
repair customer Workshop, On
requirement using the job training
system
application and
software compatibility
with the Mobile
Phone
• Check the accessories
and perform a demo
with the customer
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2.4 Interact Performing • Identify problem and ELE/N8106 Workshop Workshop tools, 3 hrs
with front end decide the action to Practical, On equipment,
customer repair be taken the job personal
and Session 4.b • Upload licensed and training protective
perform brand approved equipment,
front end • applications as per master samples,
repair customer exhibits
requirement using
system
application and
software compatibility
with the Mobile
Phone
• Check the accessories
and perform a demo
with the customer
2.4 Interact Performing • Opening Mobile ELE/N8106 Classroom Black / Glass 3 hrs
with front end Phone panel theory sessions, Board, ppt, Video,
customer repair • Replace the parts Participative exercises, master
and Session 4.c such as battery and Interactions, samples,
perform clean the inner parts Group exhibits
front end of the phone discussions,
repair • Educate customers on Workshop,
effective On the job
usage of Mobile training
Phone
2.5 Interact Interacting • Understand the ELE/N8106 Classroom Black / Glass 3 hrs
with with superior work requirement theory sessions, Board, ppt, Video,
customer and from superior Participative exercises, master
and meeting • Documenting the Interactions, samples,
perform target work completed on Group exhibits
front end Session 5.a the company ERP discussions,
repair software for tracking Workshop,
On the job
training
3.1 Repair Following Following standard ELE/N8107 Classroom Black / Glass 2 hrs
and standard repair procedure theory sessions, Board, ppt, Video,
rectify the repair Participative exercises, master
faults in Procedure Interactions, samples,
Mobile Session 1.a Group exhibits
Phone discussions,
Workshop,
On the job
training
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3.1 Repair Following Following standard ELE/N8107 Workshop Workshop tools, 3 hrs
and standard repair procedure Practical, On equipment,
rectify the repair the job training personal
faults in Procedure protective
Mobile Session 1.b equipment,
Phone master samples,
exhibits
3.2 Repair Assembling Assembling and ELE/N8107 Classroom Black / Glass 3 hrs
and and disasse- disassembling theory sessions, Board, ppt, Video,
rectify the mbling the Mobile Phone Participative exercises, master
faults in the Mobile Interactions, samples, exhibits
Mobile Phone Group
Phone Session 2.a discussions,
Workshop, On
the job training
3.2 Repair Assembling Assembling and ELE/N8107 Workshop Workshop tools, 3 hrs
and and disasse- disassembling Practical, On equipment,
rectify the mbling the Mobile Phone of the job training personal
faults in the Mobile various brand and protective
Mobile Phone models equipment,
Phone Session 2.b master samples,
exhibits
3.2 Repair Assembling Assembling and ELE/N8107 Classroom Black / Glass 2 hrs
and rectify and disasse- disassembling theory sessions, Board, ppt, Video,
the mbling the Mobile Phone Participative exercises, master
faults in the Mobile Interactions, samples, exhibits
Mobile Phone Group
Phone Session 2.c discussions,
Workshop, On
the job training
3.2 Repair Assembling Assembling and ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify and disasse- disassembling Practical, On equipment,
the mbling the Mobile Phone of the job training personal
faults in the Mobile various brand and protective
Mobile Phone models equipment,
Phone Session 2.d master samples,
exhibits
3.2 Repair Assembling Assembling and ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify and disasse- disassembling Practical, On equipment,
the mbling the Mobile Phone of the job training personal
faults in the Mobile various brand and protective
Mobile Phone models equipment,
Phone Session 2.e master
samples, exhibits
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3.2 Repair Assembling Assembling and ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify and disasse- disassembling Practical, On equipment,
the mbling the Mobile Phone of the job training personal
faults in the Mobile various brand and protective
Mobile Phone models equipment,
Phone Session 2.f master
samples, exhibits
3.2 Repair Assembling Assembling and ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify and disasse- disassembling Practical, On equipment,
the mbling the Mobile Phone of the job training personal
faults in the Mobile various brand and protective
Mobile Phone models equipment,
Phone Session 2.g master
samples, exhibits
3.3 Repair Diagnosing Diagnosing various ELE/N8107 Classroom Black / Glass 3 hrs
and rectify the problem problem related to theory sessions, Board, ppt, Video,
the Session 3.a software and Participative exercises, master
faults in hardware of mobile Interactions, samples, exhibits
Mobile Group
Phone discussions,
Workshop, On
the job training
3.3 Repair Diagnosing Diagnosing various ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify the problem problem related to Practical, On equipment,
the Session 3.b software and the job training personal
faults in hardware of mobile protective
Mobile equipment,
Phone master samples,
exhibits
3.3 Repair Diagnosing Diagnosing various ELE/N8107 Classroom Black / Glass 2 hrs
and rectify the problem problem related to theory sessions, Board, ppt, Video,
the Session 3.c software and Participative exercises, master
faults in hardware of mobile Interactions, samples, exhibits
Mobile Group
Phone discussions,
Workshop, On
the job training
3.3 Repair Diagnosing Diagnosing various ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify the problem problem related to Practical, On equipment,
the Session 3.d software and the job training personal
faults in hardware of mobile protective
Mobile equipment,
Phone master samples,
exhibits
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3.3 Repair Diagnosing Diagnosing various ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify the problem problem related to Practical, On equipment,
the Session 3.e software and the job training personal
faults in hardware of mobile protective
Mobile equipment,
Phone master samples,
exhibits
3.3 Repair Diagnosing Diagnosing various ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify the problem problem related to Practical, On equipment,
the Session 3.f software and the job training personal
faults in hardware of mobile protective
Mobile equipment,
Phone master samples,
exhibits
3.3 Repair Diagnosing Diagnosing various ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify the problem problem related to Practical, On equipment,
the Session 3.g software and the job training personal
faults in hardware of mobile protective
Mobile equipment,
Phone master samples,
exhibits
3.4 Repair Fixing the Fixing software ELE/N8107 Classroom Black / Glass 3 hrs
and rectify software related issues in theory sessions, Board, ppt, Video,
the Session 4.a mobile Participative exercises, master
faults in Interactions, samples, exhibits
Mobile Group
Phone discussions,
Workshop, On
the job training
3.4 Repair Fixing the Fixing software ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify software related issues in Practical, On equipment,
the Session 4.b mobile the job training personal
faults in protective
Mobile equipment,
Phone master samples,
exhibits
3.4 Repair Fixing the Fixing software ELE/N8107 Classroom Black / Glass 2 hrs
and rectify software related issues in theory sessions, Board, ppt, Video,
the Session 4.c mobile Participative exercises, master
faults in Interactions, samples, exhibits
Mobile Group
Phone discussions,
Workshop, On
the job training
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3.4 Repair Fixing the Fixing software ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify software related issues in Practical, On equipment,
the Session 4.d mobile the job training personal
faults in protective
Mobile equipment,
Phone master samples,
exhibits
3.4 Repair Fixing the Fixing software ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify software related issues in Practical, On equipment,
the Session 4.e mobile the job training personal
faults in protective
Mobile equipment,
Phone master samples,
exhibits
3.4 Repair Fixing the Fixing software ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify software related issues in Practical, On equipment,
the Session 4.f mobile the job training personal
faults in protective
Mobile equipment,
Phone master samples,
exhibits
3.4 Repair Fixing the Fixing software ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify software related issues in Practical, On equipment,
the Session 4.g mobile the job training personal
faults in protective
Mobile equipment,
Phone master samples,
exhibits
3.5 Repair Repairing Repairing the ELE/N8107 Classroom Black / Glass 3 hrs
and rectify the component or theory Board, ppt, Video,
the component Module in mobile sessions, exercises, master
faults in or hardware Participative samples, exhibits
Mobile Module Interactions,
Phone Session 5.a Group
discussions,
Workshop, On
the job training
3.5 Repair Repairing Repairing the ELE/N8107 Workshop Workshop tools, 3 hrs
and rectify the component or Practical, On equipment,
the component Module in mobile the job training personal
faults in or hardware protective
Mobile Module equipment, master
Phone Session 5.b samples, exhibits
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3.5 Repair and Repairing Repairing the ELE/N8107 Classroom Black / 2 hrs
rectify the the component or theory sessions, Glass Board,
faults in component Module in mobile Participative ppt, Video,
Mobile or hardware Interactions, exercises, master
Phone Module Group samples, exhibits
Session 5.c discussions,
Workshop,
On the job
training
3.5 Repair and Repairing Repairing the ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the the component or Practical, On equipment,
faults in component Module in mobile the job personal protective
Mobile or hardware training, equipment, master
Phone Module samples, exhibits
Session 5.d
3.5 Repair and Repairing Repairing the ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the the component or Practical, On equipment,
faults in component Module in mobile the job personal protective
Mobile or hardware training, equipment, master
Phone Module samples, exhibits
Session 5.e
3.5 Repair and Repairing Repairing the ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the the component or Practical, On equipment,
faults in component Module in mobile the job personal protective
Mobile or hardware training, equipment, master
Phone Module samples, exhibits
Session 5.f
3.5 Repair and Repairing Repairing the ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the the component or Practical, On equipment,
faults in component Module in mobile the job personal protective
Mobile or hardware training, equipment, master
Phone Module samples, exhibits
Session 5.g
3.6 Repair and Replacing Replacing faulty ELE/N8107 Classroom Black / 3 hrs
rectify the faulty components in theory sessions, Glass Board,
faults in component mobile Participative ppt, Video,
Mobile Session 6.a Interactions, exercises, master
Phone Group samples, exhibits
discussions,
Workshop,
On the job
training
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3.6 Repair and Replacing Replacing faulty ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the faulty components in Practical, On equipment,
faults in component mobile the job personal protective
Mobile Session 6.b training, equipment, master
Phone samples, exhibits
3.6 Repair and Replacing Replacing faulty ELE/N8107 Classroom Black / 2 hrs
rectify the faulty components in theory sessions, Glass Board,
faults in component mobile Participative ppt, Video,
Mobile Session 6.c Interactions, exercises, master
Phone Group samples, exhibits
discussions,
Workshop,
On the job
training
3.6 Repair and Replacing Replacing faulty ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the faulty components in Practical, On equipment,
faults in component mobile the job personal protective
Mobile Session 6.d training, equipment, master
Phone samples, exhibits
3.6 Repair and Replacing Replacing faulty ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the faulty components in Practical, On equipment,
faults in component mobile the job personal protective
Mobile Session 6.e training, equipment, master
Phone samples, exhibits
3.6 Repair and Replacing Replacing faulty ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the faulty components in Practical, On equipment,
faults in component mobile the job personal protective
Mobile Session 6.f training, equipment, master
Phone samples, exhibits
3.6 Repair and Replacing Replacing faulty ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the faulty components in Practical, On equipment,
faults in component mobile the job personal protective
Mobile Session 6.g training, equipment, master
Phone samples, exhibits
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3.8 Repair and Seeking • Seek technical ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the assistance on assistance from Practical, On equipment,
faults in unresolved engineer on faults the job personal protective
Mobile Faults that cannot be fixed training, equipment, master
Phone Session 8.b • Receive instruction samples, exhibits
from engineers on
use of specific tools
or new repair
processes
• Discuss with superior
if the cost estimate is
found to be Beyond
Economic repair(BER)
and take
recommended action
• Coordinate with
superior for
performing quality
check on the
3.9 Repair and Reporting • Report on the work ELE/N8107 Classroom Black / 3 hrs
rectify the and load and completion theory sessions, Glass Board,
faults in achieving status Participative ppt, Video,
Mobile productivity • Submit the Interactions, exercises, master
Phone target appropriate Group samples, exhibits
Session 9.a documentation on discussions,
completion of task Workshop,
assigned On the job
• Document the work training
completed on the
company ERP
software for tracking
and future references
3.9 Repair and Reporting • Report on the work ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the and load and completion Practical, On equipment,
faults in achieving status the job personal protective
Mobile productivity • Submit the training, equipment, master
Phone target appropriate samples, exhibits
Session 9.b documentation on
completion of task
assigned
• Document the work
completed on the
company ERP
software for tracking
and future references
316
Mobile Phone Hardware Repair Technician
3.9 Repair and Reporting • Achieve 100% daily ELE/N8107 Classroom Black / 3 hrs
rectify the and and weekly target of theory sessions, Glass Board,
faults in achieving number of repairs Participative ppt, Video,
Mobile productivity • Meet the target of Interactions, exercises, master
Phone target quality as per the Group samples, exhibits
Session 9.c Service Level discussions,
Agreement (SLA) of Workshop,
the brand and avoid On the job
rework training
• Repair within the
turnaround time
(TAT) and deliver
them
3.9 Repair and Reporting • Achieve 100% daily ELE/N8107 Workshop Workshop tools, 3 hrs
rectify the and and weekly target of Practical, On equipment,
faults in achieving number of repairs the job personal protective
Mobile productivity • Meet the target of training, equipment, master
Phone target quality as per the samples, exhibits
Session 9.d Service Level
Agreement (SLA) of
the brand and avoid
rework
• Repair within the
turnaround time
(TAT) and deliver
them
317
Facilitator Guide
4.1 Coordinate Interacting • Understand and ELE/N9909 Workshop Workshop tools, 3 hrs
with with assess work Practical, On equipment,
colleagues supervisor requirements the job personal protective
Session 1.b • Understand the training, equipment, master
targets and incentives samples, exhibits
• Understand new
operating procedures
and constraints
• Report problems in
the field
• Resolve personnel
issues
4.1 Coordinate Interacting • Receive feedback on ELE/N9909 Workshop Workshop tools, 3 hrs
with with work standards and Practical, On equipment,
colleagues supervisor customer satisfaction the job personal protective
Session 1.d • Communicate any training, equipment, master
potential hazards at a samples, exhibits
particular location
• Meet given targets
• Deliver work of
expected quality
despite constraints
• Receive positive
feedback on
behaviour and
attitude shown
during interaction
318
Mobile Phone Hardware Repair Technician
4.2 Coordinate Coordinating • Interact with ELE/N9909 Workshop Workshop tools, 3 hrs
with with colleagues from Practical, On equipment,
colleagues colleagues different functions the job personal protective
Session 2.b and understand the training, equipment, master
nature of their work samples, exhibits
• Receive spares from
tool room or stores;
deposit faulty
modules and tools to
stores
• Pass on customer
complaints to
colleagues in a
respective
4.2 Coordinate Coordinating • Assist colleagues with ELE/N9909 Classroom Black / 3 hrs
with with resolving field theory sessions, Glass Board,
colleagues colleagues problems Participative ppt, Video,
Session 2.c • Resolve conflicts and Interactions, exercises, master
achieve smooth Group samples, exhibits
workflow discussions,
• Follow the company Workshop,
policy during cross On the job
functional interaction training
4.2 Coordinate Coordinating Assist colleagues with ELE/N9909 Workshop Workshop tools, 3 hrs
with with resolving field Practical, On equipment,
colleagues colleagues problems the job personal protective
Session 2.d Resolve conflicts and training, equipment, master
achieve smooth samples, exhibits
workflow
Follow the company
policy during cross
functional interaction
319
Facilitator Guide
5.1 Maintain Following • Comply with safety ELE/N9910 Classroom Black / 3 hrs
safe and safety procedures followed theory sessions, Glass Board,
secure measures in the company Participative ppt, Video,
work Session 1.a • Take adequate safety Interactions, exercises, master
environme- measures while Group samples, exhibits
nt handling hazardous discussions,
materials or tools Workshop,
• Follow Electrostatic On the job
Discharge (ESD) training
measures for
electronic
components
• Escalate matters
about hazardous
materials or things
found in the premises
• Use safety materials
such as gloves,
goggles, masks, etc.
5.1 Maintain Following • Comply with safety ELE/N9910 Workshop Workshop tools, 3 hrs
safe and safety procedures followed Practical, On equipment,
secure measures in the company the job personal protective
work Session 1.b • Take adequate safety training, equipment, master
environme- measures while samples, exhibits
nt handling hazardous
materials or tools
• Follow Electrostatic
Discharge (ESD)
measures for
electronic
components
• Escalate matters
about hazardous
materials or things
found in the premises
• Use safety materials
such as gloves,
goggles, masks, etc.
320
Mobile Phone Hardware Repair Technician
procedures
• Ensure no loss for
company due to
safety negligence
5.1 Maintain Following • Adequate safety ELE/N9910 Workshop Workshop tools, 3 hrs
safe and safety measures while on Practical, On equipment,
secure measures work to prevent the job personal protective
work Session 1.d accidents training, equipment, master
environme- • Ensure zero accidents samples, exhibits
nt in work
• Avoid damage of
components due to
negligence in ESD
procedures
• Ensure no loss for
company due to
safety negligence
321
Facilitator Guide
Annexure II
Assessment Criteria
Assessment Criteria for Mobile Phone Hardware
Repair Technician
Sector Skill Council : Electronics Sector Skill of India Electronics Sector Skill of India
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each
Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will
also lay down proportion of marks for Theory and Skills Practical for each PC.
2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.
3. Individual assessment agencies will create unique question papers for theory part for each
candidate at each examination/training center (as per assessment criteria below)
4. Individual assessment agencies will create unique evaluations for skill practical for every student at
each examination/training center based on this criteria
5. To pass the Qualification Pack , every trainee should score a minimum of 70% in every NOS
6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take
subsequent assessment on the balance NOS's to pass the Qualification Pack.
322
Mobile Phone Hardware Repair Technician
323
Address : 602, 608, 6th Floor- Ansal Chambers-II, Bhikaji Cama Place,
New Delhi-110066
Email : [email protected]
Website : www.essc-india.org
Phone : +91-11-46035050
Price: `
978-1-111-22222-45-7