Senior High School

Computer System
Servicing
Module 1
Applying Quality Standards
 Senior High School
Computer System Servicing
Module 1: Applying Quality Standards
First Edition 2020

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 11
Computer System
Servicing
Module 1
Applying Quality Standards
Introductory Message
For the facilitator:

Welcome to the Computer System Servicing Grade 11 Alternative Delivery Mode

(ADM) Module on Applying Quality Standards.

This module was collaboratively designed, developed and reviewed by educators

both from public and private institutions to assist you, the teacher or facilitator in
helping the learners meet the standards set by the K to 12 Curriculum while
overcoming their personal, social, and economic constraints in schooling.

This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration
their needs and circumstances.

In addition to the material in the main text, you will also see this box in the body of
the module:

Notes to the Teacher

This contains helpful tips or strategies
that will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to
manage their own learning. Furthermore, you are expected to encourage and assist
the learners as they do the tasks included in the module.
For the learner:

Welcome to the Computer System Servicing Grade 11 Alternative Delivery Mode

(ADM) Module on Applying Quality Standards.

This module contains information and suggested learning activities on

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

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

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

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

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

This module was designed to provide you with fun and meaningful opportunities
for guided and independent learning at your own pace and time. You will be
enabled to process the contents of the learning resource while being an active
learner.

This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of the skills or
competencies you are expected to learn in
the module.

What I Know This part includes an activity that aims to

check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
What’s In This is a brief drill or review to help you link
the current lesson with the previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.
What is It This section provides a brief discussion of
the lesson. This aims to help you discover
 and understand new concepts and
skills.

What’s More This comprises activities for independent

practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.

What I Have Learned This includes questions or blank

sentence/paragraph to be filled in to process
what you learned from the lesson.

What I Can Do This section provides an activity which will

help you transfer your new knowledge or
skill into real life situations or concerns.

Assessment This is a task which aims to evaluate your

level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity will be given

to you to enrich your knowledge or skill of
the lesson learned. This also tends retention
of learned concepts.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in developing

this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part of
the module. Use a separate sheet of paper in answering the exercises.
2. Do not forget to answer What I Know before moving on to the other activities
included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through with
it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.

We hope that through this material, you will experience meaningful learning
and gain deep understanding of the relevant competencies. You can do it!
 What I Need to Know

This module was designed and written with you in mind. The learners shall be
able to demonstrate an understanding of concepts and underlying principles in applying
quality standard and be able to identify, apply, and understand work order and standard
operating procedures like the specification of materials and components, faults, factory
defects, nonconformity to specifications, nonconformity to government standards, safety
defects, recording and reporting, procedures, parts identification and component
identifications. The scope of this module permits it to be used in many different learning
situations. The language used recognizes the diverse vocabulary level of students. The
lessons are arranged to follow the standard sequence of the course. But the order in
which you read them can be changed to correspond with the textbook you are now
using.

At the end of this module, the learners shall be able to Apply Quality
Standards in Computer Systems Servicing:

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

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

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

2.1 Identify and use documentation relative to quality within the prescribe
standard
2.2 Check completed work against workplace standards relevant to the task
undertaken
2.3 Identify and isolate errors
2.4 Record information on the quality and other indicators of production
performance in accordance with workplace procedures
2.5 Document and report cases of deviations from specific quality standards in
accordance with the workplace’s procedures

3. Engage in quality improvement. (TLE_IACSS9-12 AQS-Ic-3)

3.1 Participate process improvement procedures in relative to workplace
assignment
3.2 Carry out work in accordance with process improvement procedures
3.3 Monitor performance of operation or quality of product of service to ensure
customer satisfaction
What I Know

Beforehand, take the pre-test below so that we can identify your prior knowledge
related in applying quality standards on Computer System Servicing.

Pre Test
Directions: Choose the letter of the correct answer. Write the answer on your activity
notebook.

1. Which refers to the sets of rules that outline specification of dimensions, design
of operation, materials and performance, or describe quality of materials,
products or systems?
A. failure testing C. standards
B. production process D. workplace procedure

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

A. customer dissatisfaction C. negativism
B. failure to follow instructions D. tardiness

3. When should a safe working procedure be written?

A. when designing a new task
B. when the boss tells you to do so
C. when you have nothing else to do
D. when there are tasks to be eliminated

4. Which factor should be considered when choosing the right material for a certain
project?
A. brand of the material C. popularity of the material
B. cost of material D. source of the material

5. It is considered as the most important factor when choosing materials to buy?

A. cost C. quality
B. demand D. suitability

6. What task must be done first when receiving materials?

A. check the items for any defects
B. sign the delivery form immediately
C. match the packing slip to the items received
D. make an inventory report of the items received

7. A kind of behavior that affects the quality of work.

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

8. Which is a systematic approach to the elimination or reduction of rework, waste,

 and losses in the production process?
A. Quality assurance C. Quality planning
B. Quality improvement D. Quality standards

9. It is a system in manufacturing for maintaining standards in a company has to

establish.
A. Quality control C. Quality planning
B. Quality improvement D. Quality standards

10. A physical behavior a worker must NOT do:

A. insubordination
B. lack of flexibility
C. poor work methods
D. smoking in the workplace

11. Refers to the process performed on a whole consumer product.

A. failure testing C. quality control
B. production process. D. statistical control

12. It refers to the process of identifying which quality standards to focus on

and determine what to do.
A. Quality control C. Quality planning
B. Quality improvement D. Quality standards

13. What process focuses on improving the production?

A. Quality assurance C. Quality improvement
B. Quality control D. Quality planning

14. It is the direct one-on-one interaction between a consumer making a purchase

and a representative of the company that is selling.
A. customer-company relationship C. customer service
B. customer interaction D. marketing process

15. What process covers all activities from design, development, production,
installation, servicing, and documentation?
A. Quality assurance C. Quality improvement
B. Quality control D. Quality planning
 Applying Quality
Lesson 1
Standards

What’s In

Directions:
Using the table below, list down at least 5 computers/laptops or mobile products you
have known or used personally at home and choose the appropriate answer from the pool
of words below. Write the answers in your activity notebook.

Low Fair Good

Outstanding

Products Quality
1.
2.
3.
4.
5.

What’s New
Directions: Read and understand the following questions and write the answer in
your activity notebook.

1. What are the three factors to consider in choosing the right material?

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

3. What does Good Quality mean?

 What Is It

Assessed Quality of Received Materials

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

1. Selection of material

Material selection is one of the most common tasks for design engineering. The
ability to assess the material’s impact on the performance of a product is crucial for
reliable performance. Sometimes, buyers are also considering the label or name of the
company which are producing great quality materials and are known in the market.
Examples are Hewlett-Packard (HP), Epson, Brother, and Canon for printer and Intel
and Advanced Micro Devices, Inc. (AMD) for some computer hardware.

2. Testing of material

The testing of material properties is widely understood to be the key to obtaining

data for a project, performing failure analysis, or understanding material interactions.
Material testing also provides information on the quality of incoming and outgoing
products. In addition, inspection test equipment and techniques are demonstrated for
a wide range of materials and assemblies during the class. These provide the
participants with both knowledge of the common failure modes.

3. Cost of material

The cost of material is also considered when buying or selecting materials for a
specific project. The amount may vary but never taken for granted the quality and the
reliability of the material. Will you buy the material which is cheaper but low in quality
or materials which a r e o f h i g h q u a l i t y b u t e x p e n s i v e ? People look for
materials that can meet their standards and of the right cost.

Characteristics of common materials for increased security is also a

great factor in the design and planning process and the evaluation of longevity
criteria and assessment of site environmental factors are vital to project
planning. F u r t h e r , s pecific knowledge about the project and general
common sense must dictate design and material selection. Although many
materials can offer enhanced protection, often the most cost- efficient and
readily available material that provides reasonable life expectancy for the
project must be considered.

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

The characteristic of the materials to be used for a specific project must be:
  of good quality
This is the most important factor when choosing materials to buy.
Products with good quality are long-lasting and safe to use because it follows
certain standards before being commercialized.
 reliable
It means that it will perform its function well, will operate safely, and will
give the best it could offer.

 suitable for the application/purposes

Choose the materials which are very necessary for making the project
possible. Make a list of products/materials to buy is a good trait of a wise
consumer. Products that are not to be used must be cancelled.
 low cost
It doesn’t mean choosing for the less expensive one and exclude the
quality but buying the materials without emptying your pocket and not
jeopardizing the quality.

These are the things to be considered when:

A. Receiving Materials:

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

B. Receiving Reports

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

Any exceptions must be noted so that partial payments can be process or

defective goods can be returned.

C. Return of Merchandise

When the merchandise received is incomplete or defective, the supervisor will

return the materials to the supplier or to the store where it was bought and make
arrangements with the vendor for replacement.

D. Make an Inventory Report of the Materials

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

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

Log Report (to be completed by the Quality

checker)

Date O.R. # Item Name Quantity Signature Quality

Receive Checker
d

Assessment Report (to be completed by the Quality

checker)

Quality Checker:

Item Name Total no. in Total no. of Comments

Good Errors
Conditio

Assess own Work

Workplace Procedure is a set of written instructions that identifies the health
and safety issues that may arise from the jobs and tasks that make up a system of
work.
A safe working procedure should be written when:
 Designing a new job or task
 Changing a job or task
 Introducing new equipment

 Reviewing a procedure when problems have been identified, for example from
an accident or incident investigation.

The safe working procedure should identify:

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

Table 1. Assessing workplace procedures

1. Identify hazards
and assess risk.
2. Follow procedures
and strategies for risk
control.
3. Contribute to
Occupational Health and
Safety ( O H S ) in the
workplace.
Work instruction may be:
1.1 Identify hazards in the work area and during
the performance of workplace duties.
1.2 Assess the level of risk
2.1 Report hazards in the work area to
designated personnel according to workplace
procedures
2.2 Follow workplace procedures and work
instructions for assessing and controlling risks with
minimal supervision.
2.3 Whenever necessary, within the scope of
responsibilities and competencies, follow workplace
procedures for dealing with hazards and
3.1 Describe employee rights regarding
consultation on OHS matters 3.2 Raise task
and/or job- specific OHS issues with appropriate
people in accordance with workplace procedures
and relevant OHS legislative requirements 3.3
Contribute to participative arrangement for OHS
management in the workplace within organizational
procedures and the scope of responsibilities and
competencies 3.4 Provide feedback to supervisor
on hazards in the work area in line with
organizational OHS policies and procedures 3.5
Provide support in implementing procedures to
control risks in
 Verbal
 Written
 In English
 In a community language
 Provided visually e.g. video, OHS signs,
symbols and other pictorial, presentation, etc.

Controlling risks in the  Application of the hierarchy of control, namely:

work area may include
 Eliminate the risk
 Reduce/minimize the risk through
 Engineering controls
 Administrative controls
 Personal protective equipment
Reports identifying  Face to face
workplace hazards may be  Phone messages
verbal or written and may  Notes
 Memos
include:
 Specially designed report forms

Examples of OHS issues  Hazards identified

which may need to be
raised by workers with
designated personnel may
include:
 Problems encountered in managing risks
associated with hazards
 Follow up on reports and feedback.
 Effectiveness of risk controls in place
 Training needs

Examples of Recommendations on changes to work

contributions may include: processes, equipment or practices
Listening to the ideas and opinions of others in the
team
Sharing opinions, views, knowledge, and skills
Identifying and reporting risks and hazards

TYPES AND WORK-RELATED ERRORS

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

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

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

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

Work Behavior Which Result in Performance Problems

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

 Negativism, lack of cooperation, hostility

 Failure or refusal to follow instructions
 Unwillingness to take responsibility ("passing the buck") Insubordination
 Power games
 B. Resistance to change
 Unwillingness, refusal or inability to update skills
 Resistance to policy, procedure, work method changes
 Lack of flexibility in response to problems
C. Inappropriate interpersonal relations
 Inappropriate communication style: over-aggressive, passive
 Impatient, inconsiderate, argumentative
 Destructive humor, sarcasm, horseplay, fighting
 Inappropriate conflict with others, customers, co-workers, supervisors
D. Inappropriate physical behavior
 Smoking, eating, drinking in inappropriate places
 Sleeping on the job
 Alcohol or drug use
 Problems with personal hygiene
 Threatening, hostile, or intimidating behavior

Engage In Quality Improvement

Standards are sets of rules that outline specification of dimensions, design of
operation, materials, and performance or describe the quality of materials, products,
or systems. These standards should cover the performance expectations of the
product for a particular application.
Standards intent to provide at least minimum quality, safety, or performance
specifications to ensure relatively uniform products and performance, and to remove
ambiguity as to the suitability of certain commercial products for particular
applications. Following standards may reduce the risk of error in working.
Specific quality standards for:
1. Hardware

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

The application of suitable hardware and products must be supported by

adequate levels of training of the person who uses them so that they can identify and
use only appropriate products. In judging a product or hardware, the person must
consider factors such as the following:

 Is the product or hardware under consideration suitable for the application or

purpose?
 Will it be harmful to the health of the community in its normal use?
 Is there a risk of this hardware being released into the environment (e.g. the
water in the first instance or after the working life of the product or hardware has
expired?

2. Production Process

In the production process, the checking of quality assurance must be highly

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

A. FAILURE TESTING
A valuable process to perform on a whole consumer product is failure testing,
the operation of a product until it fails, often under stresses such as
increasing vibration, temperature, and humidity. This exposes many unanticipated
weaknesses in a product, and the data is used to drive engineering and
manufacturing process improvements.

B. STATISTICAL CONTROL

Many organizations use statistical process control to bring the organization to

Six Sigma levels of quality, in other words, so that the likelihood of an unexpected
failure is confined to six standard deviations on the normal distribution.

Traditional statistical process controls in manufacturing operations usually

proceed by randomly sampling and testing a fraction of the output. Variances of
critical tolerances are continuously tracked, and manufacturing processes are
corrected before bad parts can be produced.

C. COMPANY QUALITY
The company-wide quality approach places an emphasis on three aspects:
1. Elements such as controls, job management, adequate processes, performance
and integrity criteria and identification of records
2. Competence such as knowledge, skills, experience, and qualifications
3. Soft elements, such as personnel integrity, confidence, organizational culture,
motivation, team spirit, and quality relationships.

The quality of the outputs is at risk if any of these three aspects are deficient in any
way.

D. TOTAL QUALITY CONTROL

Total Quality Control is the most necessary inspection control of all in cases
where, despite statistical quality control techniques or quality improvements
implemented, sales may decrease.

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

1. Marketing had to carry out their work properly and define the customer’s
specifications.
2. Specifications had to be defined to conform to these
requirements.
3. Conformance to specifications i.e. drawings, standards, and other relevant
documents, were introduced during manufacturing, planning, and control.
4. Management had to confirm all operators are equal to the work imposed on
them and holidays, celebrations and disputes did not affect any of the quality levels.
5. Inspections and tests were carried out, and all components and materials, bought
in or otherwise, conformed to the specifications, and the measuring equipment was
accurate, this is the responsibility of the QA/QC department.
6. Any complaints received from the customers were satisfactorily dealt with in a
timely manner.
7. Feedback from the user/customer is used to review designs.
8. Consistent data recording and assessment and documentation integrity.
9. Product and/or process change management and notification.

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

3. Final Product
Table 2 shows the Quality System Elements required by ISO 9000 in the making of
the final product and Quality System Elements.

1. Management Define and document commitment, policy and

responsibility objectives, responsibility, authority, verification
resources, and personnel. Appoint a
management representative and
2. Quality system Establish and maintain a documented
quality system ensuring that products conform
3. Contract Review to specified
Ensure requirements
that customer's3 contractual
requirements are evaluated and met
4. Product development Plan, control and verify product development to
ensure that specified requirements are met
5. Document control System for control and identification of all
documents regarding quality, e.g. procedures,
instructions, and specification
6. Purchasing Ensure that purchased products conform
to a specified requirement
7. Product identification identification and traceability
and traceability System to identify and control traceability of
product at all stages from raw materials
through production to the final
8. Process control Ensure and plan the control of production
which directly affects quality by documented
work instructions, monitoring
9. Inspection and testing Inspect and test incoming products,
intermediate and final product; establish
product
Requirementsconformance to specified
and identify non-conforming
products;
10. Inspection, measuring maintain
Selection inspection
and controland
of test records to ensure
equipment
and test equipment reliability and accuracy in measuring data
 11. Inspection and test For the whole process, the products shall be
status identified and marked concerning test status,
including an indication of conformance or non-
conformance.
12. Control of Identification, documentation, evaluation,
nonconforming isolation (if possible) and disposition of non-
product conforming products.
13. Corrective actions Prevention of reoccurrence of failures (non-
conformance)
14. Handling, storage packaging and
packaging, and delivery Protection of the quality of the product
during handling, storage, packaging, and
15. Quality records delivery.
Records, including those which
demonstrate that the specified requirements
have been met, shall be controlled and
16. Internal Quality Audits maintained
Regular, planned internal audits shall be carried
out, documented and recorded to verify the
effectiveness of the quality system
17. Training Training requirements at all levels shall be
identified and the training planned, conducted
18. Cleaning and and recorded
Although not required by the ISO 9000
Disinfection standards, these two points should be given
19. Personal hygiene Good grooming
special and
attention in being clean
all food before/after work.
companies

4. Customer Service
Customer service is the direct one-on-one interaction between a consumer
making a purchase and a representative of the company that is selling it. Most
retailers see this direct interaction as a critical factor in ensuring buyer
satisfaction and encouraging repeat business.

Engage In Quality Improvement

Quality Improvement is part of quality management. It exists alongside quality
control, quality assurance, and quality planning. Below is an explanation of the four
parts that make up quality management.
Quality control
Quality control or QC is a system in manufacturing for maintaining standards .
Inspectors examine the final product to make sure it meets standards and
specifications. When the company provides a service, the inspector checks the end
results

Quality assurance
Quality assurance or QA is a program for the systematic monitoring of different
aspects of production. We also use QA for projects and services. QC occurs after
the finished product is completed, while QA happens before.

Quality improvement
 Quality improvement or QI focuses on improving the production process.
However, the target could be any part of an organization.

One vital ingredient in successful and sustained improvement is how changes are
introduced and implemented.

Quality planning

Quality p lanning or QP refers to the process of identifying which quality standards

to focus on and then determine what to do.

Quality planning means planning how to fulfill process and product (deliverable)
quality requirements. Quality is the degree to which a set of inherent
characteristics fulfill requirements.”
In technical usage, quality can have two meanings:
1. the characteristics of a product or service that bear on its ability to satisfy stated
or implied needs.
2. a product or service free of deficiencies.

The quality of a product or service refers to the perception of the degree to which
the product or service meets the customer’s expectations. Quality has no specific
meaning unless related to a specific function and/or object. Quality is a perceptual,
conditional, and somewhat subjective attribute.
Quality improvement is a systematic approach to the elimination or reduction
of rework, waste, and losses in the production process. Quality improvement (QI)
refers to methods to improve the production process. It requires getting rid of or
changing parts of the process that do not function optimally.

Quality and Task-Completion Checking

The key to successful problem resolution is the ability to identify the problem,
use the appropriate tools based on the nature of the problem, and communicate the
solution quickly to others. Inexperienced personnel might do best by starting with the
Pareto chart and the cause and effect diagram before tackling the use of the other
tools. Those two tools are used most widely by quality improvement teams.

FLOWCHARTS Flowcharts describe a process in as much detail

as possible by graphically displaying the steps in a
proper sequence. A good flowchart should show all
process steps under analysis by the quality
improvement team, identify critical process points for
control, suggest areas for further improvement, and
help explain and solve a problem.
Flowcharts can be simple, such as the one
featured in Figure 2, or they can be made up of
numerous boxes, symbols, and if/then directional
steps. In more complex versions, flowcharts indicate the
process steps in the appropriate sequence, the
conditions in those steps, and the related constraints
by using elements such as arrows, yes/no choices, or
if/then statements.
Figure 1. A basic process flowchart displays several paths in troubleshooting a lamp

CHECK SHEETS
Check sheets help organize data by category. They show how many times each
particular value occurs, and their information is increasingly helpful as more data are
collected. More than 50 observations should be available to be charted for this tool to
be really useful. Check sheets minimize clerical work since the operator merely adds a
mark to the tally on the prepared sheet rather than writing out a figure

PARETO DIAGRAMS

The Pareto diagram is named after Vilfredo Pareto, a 19th-century Italian

economist. This is caused by 20% of the potential sources.
A Pareto diagram puts data in a hierarchical order (Figure 4), which allows the
most significant problems to be corrected first. The Pareto analysis technique is used
primarily to identify and evaluate nonconformities, although it can summarize all
types of data. It is perhaps the diagram most often used in management presentations.
To create a Pareto diagram, the
operator collects random data,
regroups the categories in order
of frequency, and creates a bar
graph based on the results.

Figure 2. By rearranging random

data, a Pareto diagram identifies
and ranks nonconformities in the
quality process in descending
order.

CAUSE AND EFFECT DIAGRAMS

The cause and effect diagram is sometimes called an Ishikawa diagram after its
inventor. It is also known as a fishbone diagram because of its shape. A cause and
effect diagram describes a relationship between variables. The undesirable outcome
is shown as a n effect, and related causes are shown leading to the said effect. This
popular tool has one severe limitation, however, in that users can overlook
important, complex interactions between causes. Thus, if a problem is caused by a
combination of factors, it is difficult to use this tool to depict and solve it.

Figure 3. Fish bone

diagrams display the
various possible
causes of the final
effect. Further analysis
can prioritize them.
HISTOGRAMS

The histogram plots data in a frequency distribution table. What distinguishes the
histogram from a check sheet is that its
data are grouped into rows so that the
identity of individual values is lost.
Commonly used to present quality
improvement data, histograms work
best with small amounts of data that
vary considerably. When used in
process capability studies, histograms
can display specification limits to show
what portion of the data does not meet
the specifications.
Figure 4. A histogram is an easy way to see the distribution of the
data, its average, and variability.

SCATTER DIAGRAMS

The scatter diagram graphs pairs of

numerical data, with one variable on each axis,
to look for a relationship between them. If the
variables are correlated, the points will fall
along a line or curve. The better the
correlation, the tighter the points will hug the
line.
Figure 5. The plotted data points in a scatter
diagram show the relationship between two
variables.

CONTROL CHARTS

A control chart displays statistically determined upper and lower limits

drawn on either side of a process average. This chart shows if the collected data are
within upper and lower limits previously determined through statistical calculations of
raw data from earlier trials (Figure 6).

In preparing a control chart, the mean upper control limit (UCL) and lower control
limit (LCL) of an approved process and its data are calculated. A blank control
chart with mean UCL and LCL with no data points is created; data points are
added as they are statistically calculated from the raw data.
 Figure 6. Data points that fall outside the upper and lower control limits leads to
investigation and correction of the process

What’s More

Activity 1
Directions: Choose o n e ( 1 ) item you want to purchase based on the factors
discussed in the lesson. State your reasons why you choose it and write
the answer in your activity notebook.
HP Deskjet 2620 EPSON L3110 3 in 1 Printer

Price: Php 3,705.00 Price: Php 7,500.00

Specifications: Specifications:
 Inkjet printer
 Inkjet printer
 Print, scan, copy /  Print, scan, copy
Wireless
Printing resolution: 1200  Dye ink print resolution:
4800
dpixcolor 5,760 x
1,440
 Print speed: 7.5 ppm Black  Printing Resolution: 5760 dpi
and5.5 ppm Color  Print speed: 33 ppm Black /
 Print size: up to Legal size 15 ppm
 Scan and copy up to A4 size coloursize:
 Print draftuptext
to Legal size
only  Scan and copy up to A4 Size
 CANON G1010 BROTHER DCP-T310 3IN1 Printer

Price: Php 4,800.00 Price: Php 7,900.00

Specifications: Specifications:
 Refillable inkjet printer  Inkjet printer
 Print only  Print, scan, copy
 Print resolution: 4800 x 1200  Print resolution: Up to
dpi 1,200 x
 Print speed: up to 8.8ipm 2,400dp
(mono) i
/ 5.0ipm (color)  Print speed: 12ipm
 Print size: up to Legal size  Print size: A4, Letter,
Executive, A5, A6

Item chosen: Reasons:

Activity 2
Directions: Write T if the statement is correct and F if the statement is false and
change the words to correct the statement. Write the answer in your activity
notebook.
___________ 1. Standards are set of rules that describe quality of materials, product or
system.

___________ 2. Quality assurance does not cover all the activities from design,
development, up to documentation.

3. Customer service is a series of activities designed to enhance the

level of customer satisfaction.

4. Customer service is not important in the company’s customer value

proposition.
5. The durability of the work does not depend on the skills of those who
install it.
What I Have Learned

Activity 1
Directions. Answer the following questions. Write the answer in your activity
notebook.

1. What are the important tasks to be done during the receiving of materials?
List down at least two tasks.

2. What should a supervisor do when the items received are incomplete or

defective?

3. Why is making an inventory report of the materials important

Activity 2
Directions. Write QN if the statement affects the quantity of work and QL if the
statement affects the quality of work. Write the answer in your activity
notebook.

1. Poor scheduling of work

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

What I Can Do

Activity 1
Directions. Answer the following by making a Log report and Assessment checker
report using a table format. Write the answer on your activity notebook.

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

2. - August 19, 2020 – 10 Refill ink cartridge from STARINK Shop, OR# 5623
 3. - August 1 9, 2020 - 10 PS/2 keyboards, 10 Optic mouse, 2 power supply -
Received from
Allan Rivera (Octagon), OR#12544 - 3 defective keyboard need replacement

4. - A u g u s t 19, 2020 - 2 CD-ROM drive - Received from Jun Salcedo (PC Chain),
OR#20400

Activity 2
Direction: Define the following tools use in quality management. Write the answer in
your activity notebook.

1. Quality

2. Flow Chart

3. Check Sheet

4. Pareto Diagram

Assessment

Let’s evaluate your learning during the session of the module simply by answering the
post-test below.

Post-Test
Directions: Choose the letter of the correct answer. Write the answer on your activity
notebook.

1. The direct one-on-one interaction between a consumer making a purchase and a

representative of the company that is selling it is the ______________.
A. customer-company relationship C. customer service
B. customer interaction D. marketing process

2. What process covers all activities from design, development, production, installation,
servicing and documentation?
A. Quality assurance C. Quality planning
B. Quality control D. Quality improvement
3. A worker must NOT do inappropriate physical behavior during work like
A. insubordination.
B. lack of flexibility.
C. poor work methods.
D. smoking in the workplace.

4. Refers to the process performed on a whole consumer product.

A. failure testing C. quality control
B. statistical control D. production process

5. Which is a systematic approach to the elimination or reduction of rework, waste,

and losses in the production process?
A. Quality assurance C. Quality planning
B. Quality improvement D. Quality standards

6. It is a system in manufacturing for maintaining standards and a company has to

establish.
A. Quality control C. Quality planning
B. Quality improvement D. Quality standards

7. It also refers to the process of identifying which quality standards to focus on

and then determine what to do.
A. Quality control C. Quality planning
B. Quality improvement D. Quality standards

8. What focuses on improving the production process?

A. Quality control C. Quality planning
B. Quality improvement D. Quality assurance

9. Which refers to the sets of rules that outline specification of dimensions, design
of operation, materials, and performance, or describe the quality of materials,
products, or systems?
A. Failure testing C. Standards
B. Production Process D. Workplace procedure

10. What behavior affects the quantity of work in the workplace?

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

11. It is considered as the most important factor when choosing materials to buy?
A. cost C. quality
B. demand D. suitability

12. What task must be done first when receiving materials?

A. check the items for any defects
B. sign the delivery form immediately
C. match the packing slip to the items received
D. make an inventory report of the items received
13. When should a safe working procedure be written?
A. When designing a new task
B. When the boss tells you to do so
C. When you have nothing else to do
D. When there are tasks to be eliminated

14. Which factor should be considered when choosing the right material for a
certain project?
A. Brand of the material C. Popularity of the material
B. Cost of material D. Source of the material

15. A kind of behavior that affects the quality of work.

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

Additional Activities

Activity 1
Directions: Do you think Applying Quality Standards at work is important? Why? Write the
answer in your activity notebook.

Why?
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________

Activity 2
Directions: List down 10 Items found in your home. Evaluate the product
according to its durability, price, quality, appearance and functionality.
Write the answer in your activity notebook.

Appearance refers to the overall design of an object.

Durability refers to the ability to withstand wear, pressure or damage.
Functionality refers to how well the item serves its purpose.
Price refers to the amount of money being paid in exchange to the
effectiveness of the product.
Quality refers to the reliability of the product to perform its intended function.

Appearanc Functiona Can it

Item e Durability lity Price Quality be
s X or X or / X X or / X or / Improved?
/ or / YES/NO
1.
2.

4
5

7
8

10

Key to Answers

Pre test What’s In

1. D 12. C
Student’s answers may vary.
2. B 13. C
3. A 14. C
4. B 15. A
5. C What’s New
6. C
7. D Student’s answers may vary.
8. B
9. A
10. D
11. A

What’s more What I have

Part I Learned
Students answer may vary.
I. Students
Points will be based on the rubrics: answers may
vary
Criteria Points
II.
Content 10 1. QN
2. QL
Organization of idea 5
3. QL
Following the instruction 5 4. QN
5. QN
6. QN
Part II.
7. QN
What’s more 8. QN
1. T 9. QN
2. F - covers 10, QL
3. T
4. F - is important
5. F - durability of the work depend
 What I can do
Part I. LOG REPORT

Date O.R. # Item Name Quantity Signature Quality

Received Checker

Aug. 9, 2020 20256 Hard disk 5 Student’s Student’s name

Additional Activities
Part I.

Students answer may vary.

Additional activities: Assessment:

Part II. Post test
1. C
Quality Checker: Student’s name 2. A
3. D
Item Name Total no. in Total no. of Errors Comments 4. A
Good Condition 5. B
6. A
Hard disk 4 1 Students answer 7. C
may vary
8. B
128MB SDRAM 2 0 9. D
memory chips 10. B
11. C
Refill ink cartridge 1 0 12. C
0 13. A
PS/2 keyboard 7 3
14. B
Optic mouse 1 0 15. D
0
Power supply 2 0
CD-Rom Drive 2 0
What I can do
Part II.
1. Quality is the characteristics of a product that bear on its ability to satisfy or implied needs.
2. Flowchart describes a process by graphically displaying the steps in proper sequence.
3. Check Sheet helps organize data by category.
4. Pareto Diagram puts data in hierarchical order which allows the most significant problems
to be corrected first.

References:

Department of Education. Computer System Servicing Curriculum Guide,

Accessed on August 27, 2020. Retrieved from: http://www.deped.gov.ph/wp-
content/uploads/2019/01/Computer-Systems-Servicing-NC-II-CG.pdf

Mc Laughlin, Robert, Sasser, Susan Ralston, Fix your own PC, Philippines
Graphics Arts, Inc., Tandang Sora St., Caloocan City 1992
Legaspi, Carlos, Caina, Mark Anthony, Dasmariñas, Operate A Personal
Computer, Computer Learning Center 2008

Market Business News, Quality Improvement, Accessed on June 2020,

Retrieved from https://marketbusinessnews.com/financial-glossary/quality-
improvement/

Computer-Aided Design, Engineering, and Manufacturing: Systems Techniques

and Application Volume 2 –Copyright 2001 by Cornelius T. Leondes, Quality
standards, accessed on August 29, 2020, Retrieved from shorturl.at/ivKQX

Jackielyn A. Agcol, MSIT, Cherry Mae A. Andilab, Applying Quality Standards-

Benchmarking Department of Education Cagayan de Oro Division, First
Edition 2020

Exploring the Alignment of Behavior Screening Policies and Practices in US

Public School Districts by Emily R. Auerbach MA Sandra M. Chafouleas PhD
Amy M. Briesch PhD Stephanie J. Long MS published last 27 January 2020,
Policy manuals, accessed on August 29, 2020, retrieved from
https://doi.org/10.1111/josh.12872

Grievance Policy and Procedures by Bishop Chancery on May 2020, Health and
Safety and safe work procedures retrieved and accessed from
http://www.pp.catholic.org.au/__files/d/9759/GRIEVANCE%20POLICY
%20AND%20PROCEDURES.pdf

Technical Education and Skills Development Authority, Training Regulations

and Self-Assessment Guide, Accessed on: September 4, 2020. Retrieved from:
https://tesda.gov.ph/About/TESDA/29
 For inquiries or feedback, please write or call:

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

Ground Floor, Bonifacio Bldg., DepEd Complex

Meralco Avenue, Pasig City, Philippines 1600

Telefax: (632) 8634-1072; 8634-1054; 8631-4985

Email Address: blr.lrqad@deped.gov.ph * blr.lrpd@deped.gov.ph