Introductory Message
For the facilitator:
Welcome to the ICT-Computer Systems Servicing NC II Alternative Delivery Mode (ADM)
Module on Applying Quality Standards and Performing Computer Operations
This module is 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, it 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 to assist the learners as they do the tasks
included in the 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. Don’t forget to answer Let’s Try 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!
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Let’s Learn
This module is thoroughly designed to learn more about applying quality standards. It helps the
learners to demonstrate an understanding of concepts and underlying principles in applying
quality standard in computer systems servicing.
This module has three learning competencies/outcomes namely:
LO1: Assess quality of received materials
1. Work order and standard operating procedures
2. Specification of materials and components
3. Faults
4. Recording and reporting procedures
LO2: Assess own work
1. Related documents
2. Quality standards
3. Checking process
4. Records and documents
After going through this module, you are expected to:
The learners shall be able to apply quality standards in computer systems servicing such
as assess quality of received materials, assess own work and engage in quality improvement.
Let’s Try
Directions: Choose the letter of the correct answer. Write your answer on the space before each
number.
_____1. It is a single strand of metal capable of transmitting power or data from one area to
another.
a. Wire
b. Cable
c. Electrical tape
d. Resistor
_____2. Which of the following does not belong to the proper standard operating procedure of
industrial fields?
a. Initial start-up
c. Hazards and procedure
b. Pictures
d. Personal protective equipment
_____3. This is a passive two-terminal electrical component that implements electrical
resistance as a circuit element.
a. Capacitor
b. Diode
c. Integrated Circuit
d. Resistor
_____4. This device is use to regulate current or voltage flow and acts as a switch or gate for
electronic signals.
a. Diode
b. Transistor c. Capacitor
d. Integrated Circuit
_____5. It is a device used to store an electric charge, consisting of one or more pairs of
conductor separated by an insulator.
a. Diode
b. Integrated Circuit c. Capacitor
d. Transistor
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_____6. Which of the following type of defects shows adversely affect the function, performance
or appearance of the product?
a. Minor
b. Major
c. Critical
d. All of the above
_____7. This type of defects render an item completely unusable and/or could cause harm to
the user or someone in the vicinity of the product.
a. Minor
b. Major
c. Critical
d. All of the above
_____8. What is the process of capturing data or translating information?
a. Recording
b. Observing
c. Reporting
d. Transporting
_____9. This is a document contain information organized in a narrative, graphic, or tabular
form, prepared on ad hoc, periodic, recurring, regular, or as required basis
a. Transporting
b. Reporting c. Observing
d. Recording
_____10. Which of the following is not belong to a good recording and reporting records?
a. Help you work more efficiently
b. Enable you to meet legal obligations applicable to your work
c. Protect your own interest in making records.
d. Protect the interests of the government and of your agency
_____11. This is use to mean an area defined by contour without regard to other identifying
qualities or materials.
a. Search
b. Record
c. Form
d. Recording
_____12. This is a database entry that may contain one or more values.
a. Search
b. Record
c. Form
d. Policy and procedure
_____13. Establish the rules of conduct within an organization, outlining the responsibilities
of both employees and employers.
a. Search
b. Record
c. Form
d. Policy and procedure
_____14. It is an instructional book or that is supplied with almost all technologically advanced
consumer products such as home appliances and computer peripherals
a. Search
b. Instructional manual
c. Record
d. Policy and procedure
_____15. This is use to find information for a particular product, but you can usually shortcut
the painful process with any browser.
a. Search
b. Instructional manual
c. Record
d. Policy and procedure
_____16. This is a display of statistically determined the upper and lower limit drawn on either
side of a process average.
a. Control chart
b. Flowchart c. Scatter diagram
d. Histogram
_____17. It refers to two variables that are related and used to test for
cause and effect relationships.
a. Control chart
b. Cause and effect c. Scatter diagram
d. Histogram
_____18. This process has check the sheets data are grouped into rows and identity the
individual values is lost.
a. Control chart
b. Cause and effect c. Flowchart d. Histogram
_____19. It is also known as a fish bone diagram because of its shape and describes a
relationship between variables.
a. Scatter diagram b. Cause and effect c. Histogram d. Flowchart
_____20. It refers to a process in as much detail as possible by graphically displaying the
steps in proper sequence.
a. Scatter diagram b. Cause and effect c. Histogram d. Flowchart
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Lesson
1
Applying Quality Standards
LO1: Assess Quality of Received Materials
WORK ORDER AND STANDARD PROCEDURES
Let’s Recall
Direction: Write words that are associated with the word WORK.
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5
2
6
3
7
4
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Let’s Explore
A. Direction. Record the following specifications of communication devices.
DEVICES
SPECS
1. Computer
2. Television
3. Radio
4. Mobile phone
5. Modem
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B. Directions: Identify the parts of the universal serial bus. Choose your answer in.
the box below. Write your answer on the space provided.
Micro-controller
Oscillator
Capacitor
Resistor
Let’s Elaborate
PURPOSE OF STANDARD OPERATING PROCEDURE
Creating and implementing as accurate SOP’s as possible has many benefits in
company’s operations, turnout and making every employee working habits more routine. When
employees follow the accurate and acceptable steps in SOP, it has an impact on costs, inventory,
delivery, safety and quality. Following SOP’s in everyday work also reduces expenses, variation
and throughput time that therefore increases productivity for every work station and facility. (EPA,
Environmental Protection Agency, 2007, 6.)
BENEFITS
OF
PROCEDURE
STANDARD
OPERATING
Use of SOP within organization is a continuing
progress for developing end-results of products.
Developing and implementing SOPs in operations
minimizes variation and advances quality even if the
personnel changes are temporary or permanent.
Therefore, SOPs can also be used as a part of
personnel training. In addition to, they are in continuing
use in work stations, since well-written SOPs provide
accurate steps on how to perform certain tasks.
Following the SOP reduces miscommunication.
Employees know what to do all the time and therefore
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there is not so much time used in consulting a foreman if an error occurs. Employees can prevent
or fix the problem on their own. This increases employee’s own time of work and can be as
productive as possible in his/her own workstation. (EPA, Environmental Protection Agency, 2007,
6-7.) SOPs also reduce work effort, extra work, costs and has significant positive impacts on
delivery, safety issues and throughput time. (EPA, Environmental Protection Agency, 2007, 6-7.)
A proper standard operating procedure for industrial fields should contain the following steps:
 Initial start-up. What are to be done before
the actual work will start for safety such as
starting the machines and checking their
different parts if they are functioning properly.
 Normal operations / procedures. What
regular steps the work station contains that
the work is done properly and with safety. It
also tells in which order those steps are to be
performed.
 Emergency shutdown / operations. How to react when machines fail or accidents happen.
 Normal shutdown. How to perform safe and right shutdown for machines after the shift.
 Start-up following turnaround How long does it take to perform certain start-up procedures in
work station?
 Pictures Take pictures of every step to SOP so even not so experienced employee can check
what each step mean and is connected to
 Possible procedure times. Possible times of certain steps and whole procedure. This can
provide crucial information about throughput time.
 Consequences of deviation. What to do when deviations occur, where to report and what
actions to correct deviations.
 Possible hazards of the procedure. Point out the possible hazards that might cause accidents
and how to prevent them from happening, for example safety gear.
 Quality factors Steps that might have impact on quality of product should be pointed out.
Employees can focus on that step more effectively and make sure no deviations occur or gets
past that point.
SPECIFICATION OF MATERIALS AND COMPONENTS
Hardware refers to all of the physical parts of a computer system. For a traditional desktop
computer this comprises the main system unit, a display screen, a keyboard, a mouse, and
sometimes a printer, speaker, webcam, an external and internal tangible parts are also included.
The following gives a basic overview of personal computer (PC) hardware, with the focus
on the specification of materials and components
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MATERIALS
Wire – refers to a single strand of metal capable of transmitting
power or data from one area to another. Wires are often protected in a
plastic covering that is sometimes color-coded to aid in identification.
Cables – may refers to other as a cord, connector or plug. A cable
is one or more wires covered in plastic that transmit power or data between
devices or locations. The power cord is one example of thousands of other
cables found in and around computers. There are two main types of computer
cables, a data cable and a power cable. A data cable is a cable that provides
communication between devices. For example (i.e., DVI,HDMI, or VGA) that
connects to the monitor and allows it to display a picture on the screen. Other
popular examples of data cables include the CAT5, IDE/EIDE, SATA, and
USB cables. A power cable is any cable that powers the device. The power
cord that connects inside the computer is also called power cables.
TYPES OF CABLES
AT – used with early keyboards
ATA – used with hard drives and disc drives
Cat 5 – used with network cards
Coaxial – used with TV and projectors
Composite – used with TV, projectors, and consoles. Also known as RCA cables.
Display port – used with computer monitors
DVI – used with monitors, projects, and other displays.
eSATA – used with external drives
Firewire(IEEE-1394) – used with digital cameras and external drives
HDMI – used with monitors, projectors, DD/Blu-ray players, and other displays
MIDI – used with musical keyboards and other equipment
Mini plug – used with headphones, microphones, speakers
Molex – Power cable used inside your computer
IDE/EIDE – used with hard drives and disc drives
Parallel – used with printers
PS/2 – used with keyboard and mice
S-Video – used with projectors, digital cameras, and other displays.
S/PDIF – used with DVD and surround sound
SATA – used with hard drives and disk drives
SCSI – used with hard drives, tape drives, and disc drives
SERIAL(RS-232) – used with a mouse and modem
Thunderbolt – primarily used with apple displays and devices
USB – used with keyboard, mouse, printer, and thousands of other
devices
 VGA/SVGA – used with monitors and projectors
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Electrical or Insulating Tape – This is a type of pressure- sensitive tape used
to insulate electrical wires and other materials that conduct electricity
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FAULTS
Manufacturers duty is to produce products that perform as promised or advertised.
Consumers expect that the products they buy have been properly tested in research labs or by
small groups of consumers before the products are sold in mass.
However, from PCs, notebooks, and tablets to smartphones, smart TVs, game consoles
and other electronic gadgets, manufacturers too often ship products that lack necessary software,
are incomplete or simply defective “because of pressure to get them on store shelves.”
1. FACTORY DEFECTS
Defect classification is a vital step for determining if goods will pass the quality or fail
inspection. And considering the quantity and severity of different types of defects found helps you
make an informed shipping decision.
A professional inspection company often has established standards for classifying various types
of defects for a particular product type.
Types of factory defects
A. Minor defects - Minor defects are usually small, insignificant issues that don’t affect
the function or form of the item. In most cases, the customer will not even notice a
minor defect on a product. Not even to return an item due to a minor defect alone.
B. Major defects - Major defects are more serious than minor defects. A product with a
major defect departs significantly from the buyer’s product specifications. Major
defects are those which could adversely affect the function, performance or
appearance of a product.
C. Critical defects - Critical defects are the most serious of the three defect types.
Critical defects render an item completely unusable and/or could cause harm to the
user or someone in the vicinity of the product.
2. NONCONFORMITY TO SPECIFICATIONS
While some situations allow "nonconformity" and "defect" to be used synonymously,
some industries distinguish between the two; a nonconformity represents a failure to
meet an intended state and specification, while a defect represents a failure to meet
fitness for use/normal usage requirements.
3. NONCONFORMITY TO GOVERNMENT STANDARDS AND PECS,
ENVIRONMENTAL CODE
When most people think of nonconformity, they immediately turn their thoughts to
the management of nonconforming product in the ISO 9001 quality management system.
While ISO 14001 includes requirements for dealing with nonconformity in the
environmental management system, it does not have the same applicability, and the
requirements are not as extensive.
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4. SAFETY DEFECTS
Finding a place to work. The first thing you need to think about when planning your
new homebuilt computer has nothing to do with parts, performance, or
configuration.
RECORDING AND REPORTING PROCEDURES
Computers are complex machines, with much of the processing and work being done at a
microscopic level. But did you know that inside a computer are several parts that you can see or
identity with ease. These computer components are what make any machine run and effect its
performance. You don’t have to be an IT expert to learn the basics of what computer parts to do
and what they look. How do you put things in order especially in parts and component
identification? By recording and reporting parts and component identification of the computer.
Recording is the process of capturing data or translating information to a recording format stored
on some storage medium, which often referred to as a record or, if an auditory medium recording.
Reporting is a document contain information organized in a narrative, graphic, or tabular form,
prepared on ad hoc, periodic, recurring, regular, or as required basis. Reports may refer to specific
periods, events, occurrences, or subjects, and may be communicated or presented in oral or
written form.
Benefits of a good recording and reporting records
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help you work more efficiently
enable you to meet legal obligations applicable to your work
protect the interests of the government and of your agency
protect your rights as an employee and citizen
demonstrate the cost and impact of your business
enable review of processes and decisions
retain the corporate memory of your agency and its narrative history
help research and development activities
enable consistency and continuity in your business
How to Report Computer Problems?
Before reporting the problem, please restart the computer and see if the error still occurs. Many
problems are automatically fixed when the computer restarts.
How to use the Helpdesk Work Order System?
1) Open a browser (Internet Explorer, Mozilla Firefox, etc.) and go to http://Helpdesk.You will
see a page similar to the one pictured below. Fill in your email address and password and
click login. This will tell the tech who is reporting the problem and verifies your identity. The
login page for Web Help Desk
After logging in, you will see a page asking for information about the problem. Find the
Problem Type drop down box and select OEC then select 11 self-service. In the Subject line
place a one line description of the problem. In the Problem Detail area place a description of
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the problem. Please include: 1) A summary of the problem. Include a list of everything in use
at the time of the problem. Exp. Plato crashed while using Ms Word and.
2) Steps to reproduce the problem. Include the user you were logged in as, and a set of steps
the tech can use to cause the failure.
3)
When the problem first noticed. Include date and time if possible.
4) Please include the room number and computer number.
5) (Optional) A screenshot of the error message is also helpful. Click on continue to proceed to
the next step. After clicking continue you will be asked to select the Location and Room where
the problem occurred. Please replace the defaults with the correct information and click save.
After click on save you should receive an e-mail detailing the problem you just submitted. You
can add additional information to the work order by clicking add note or cancel the request with
the cancel button. This can also be done through http://helpdesk as well. In addition, the website
shows your past requests for historical record.
Let’s Dig In
Activity 1.1
Listed below are some of the most important work order and standard procedures. Write
“YES” if the statement shows important in SOP’s and “NO” if not.
Work order and standard operating procedures
YES / NO
1. Organizations that are implementing or about to start
implementing SOPs into their procedures should have a system
how to number and name SOPs.
2. While the regular worker is on sick leave, the company needs to
have someone else to do his/her job, and this might require hiring
new employee.
3. Every SOP needs to contain safety factor that indicates what kind
of safety gear must be used in operating machines and work
stations, also what hazards certain work station might hold.
4. If product is delayed due defect, which might occur on machinery
error, wrong working method etc. The product needs a new load
date when to send to customer.
5. Employees know what to do all the time and therefore there is not
so much time used in consulting a foreman if an error occurs.
6. Employees can prevent or fix the problem on their own.
7. Humans make mistakes and accidents happen all the time but
following the instructions diminishes those accidents and costs to
minimum and saves money for the company
8. Storing and waste control should also have their own SOPs on
how to storage the material in a safe and reasonable way to
reduce hazardous situations.
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9. To get as high-quality SOPs as possible, the individuals that are
creating SOPs should have good knowledge about those
processes and the whole organizations structure.
10. The idea of having SOPs is to make better company’s efficiency.
Activity 1.2
Directions: Abbreviate the following. Write your answer on the space provided for.
1.
2.
3.
4.
5.
HDMI
VGA
USB
IDE
SATA
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
Activity 1.3
Direction: Enumerate the following
Give at least five electrical appliances found in your HOME.
1. _______________________
2. ________________________
3. ________________________
4. ________________________
5. ________________________
Give five communication devices found in your home with the products specification.
1. ________________________
2. ________________________
3. ________________________
4. ________________________
5. ________________________
Let’s Remember
1.
2.
3.
4.
Obtain work instruction in accordance with standard operating procedures.
Check the received materials against workplace standards and specifications.
Identify and isolate faulty materials related to work.
Record and/ or report defects and any identified causes to the supervisor concerned in
accordance with workplace procedures.
5. Replace faulty materials in accordance with workplace procedures
Let’s Apply
Directions: Conduct an interview to your mother or father about their experience/s in
purchasing electrical appliances.
1. What do you consider in buying electrical appliances?
2. Is the warranty of the product important? Why?
3. How does the product affect the monthly electric consumption?
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Let’s Evaluate
A. Directions. Match the item in the first column with the items in the second column. Write
your answer on the space provided.
_____1. Used with monitors and projectors
_____2. Used with keyboard, mouse, printer and thousand devices
_____3. Used with monitors, projectors, DD/Blu-ray players,
and other displays
_____4. Used with hard drives and disk drives
_____5. Used with keyboard and mice
_____6. Single strand of metal capable of transmitting power
or data from one area to another.
_____7. One or more wires covered in plastic that transmit power
or data between devices or locations
_____8. Used to store an electric charge, consisting of one
/ more pair of conductors separated by an insulator.
_____9. It is a device that regulates current or voltage flow and it
acts as a switch or gate for electronic signals.
_____10. This is a passive two-terminal electrical component
that implements electrical resistance as a circuit element
A. PS/2
B. Wire
C. VGA
D. SATA
E. Resistors
F. Transistor
G. USB
H. Cable
I. Capacitors
J. HDMI
B. Direction. Write the name of the following specification of materials and components.
1.
5.
2.
6.
3.
7.
4.
8.
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C. Direction. Check the following factory defects according to their types.
FACTORY DEFECTS
MINOR
MAJOR
CRITICAL
1. deviances in dimensions
2. marks on surface
3. corrosion
4. excess glue
5. wrong spelling of the product
6. product failure
7. rust
8. degradation
9. importing gas or water pipes
10. dirt
Let’s Extend
A. Conduct an interview to an employed worker on how they implement the working
standard operating procedures.
B. Collect and name the parts of at least 5 examples of specification of materials and
components
C. Make a report about the computer or any communication device that is already broken.
Write how it happened?
LO2: Assess Own Work
Let’s Recall
Guide Questions:
1. What are the advantages of following standard operating procedures?
2. By following standard operating procedures. How can these affects to the workers?
Let’s Explore
Directions: Identify the basic parts of the computer system. Write your answer on the space
provided.
1.
2.
3.
4.
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Let’s Elaborate
RELATED DOCUMENTS
Service Manual
This is a book with instructions on how to keep a machine. Working properly at different
points in its life. The computer service manual will tell you exactly how it works. The manual
provided by manufacturers which cover the servicing, maintenance, and repair of their products. They
were not originally offered to the public as they were developed for the dealerships so that their
mechanics were able to fix their own products.
1. Product Description
The HP Pavilion dv6000 Notebook PC offers advanced modularity, Intel® Core™ Duo
and Celeron® and AMD Turion™ 64 Mobile Technology and Mobile AMD Sempron™
processors, and extensive multimedia support
2. Features. The following processors are available, varying by computer model:
❏ Intel Core Duo T7200 (2.00-GHz)
❏ Intel Core Duo T1350 (1.86-GHz)
❏ Intel Core Duo T5600 (1.83-GHz)
❏ Intel Core Duo T2350 (1.86-GHz)
❏ Intel Core Duo T2250 (1.73-GHz)
❏ Mobile AMD Sempron 3200+ (1.6-GHz) ■ 15.4-inch WXGA (1280 × 768)
TFT display with over 16.7 million colors, varying by computer model ■ 200-,
160-, 120-, 100-, 80-, 60-, or 40-GB high-capacity hard
3. Resetting the Computer If the computer you are servicing has an unknown
password, follow these steps to clear the password. These steps also clear
CMOS: 1. Prepare the computer for disassembly (refer to Section 5.3, “Preparing the
Computer For Disassembly,” for more information). 2. Remove the real-time clock
(RTC) battery (refer to Section 5.7, “RTC Battery,” for more information). 3. Wait
approximately 5 minutes. 4. Replace the RTC battery and reassemble the computer.
5. Connect AC power to the computer. Do not reinsert any batteries at this time. 6.
Turn on the computer. All passwords and all CMOS settings have been cleared.
4. Power Management
The computer comes with power management features that extend battery
operating time and conserve power. The computer supports the following
power management features: ■ Standby ■ Hibernation ■ Setting customization
by the user ■ Hotkeys for setting the level of performance ■ Battery calibration
■ Lid switch standby/resume ■ Power button ■ Advanced Configuration and
Power Management (ACPM)
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5. External Components. The external components on the front of the computer are
shown below and described in Table 1-1
Operations Manual
The operations manual is the documentation by which an organization provides guidance for
members and employees to perform their functions correctly and reasonably efficiently.[1] It documents
the approved standard procedures for performing operations safely to produce goods and provide
services.
The operations manual can be a digital or paper document. Digital format has advantages for
revision control and can be distributed easily and at low cost.The detail should be sufficient to allow a
competent person without specific experience to understand what is needed and how it is to be done.
It is not a training manual, too much or too little detail can make it inefficient.
You should include policies for:
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Administration
Sales
Customer Service
Fulfillment
HR
Marketing
Safety and security
Maintenance and repair
Certifications
The technical expertise in testing and certifying computers and workstations against
national and international standards gives the confidence to efficiently bring new and
updated products to market. Testing a broad spectrum of products, including desktop
computers, notebooks, laptops, commercials printers, displays, tablets, and more
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Expertise with key standards for the industry, including the hazard-based
standard.
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Offering a broad range of services including cybersecurity, functional safety
evaluations, electromagnetic compatibility testing, and more
QUALITY STANDARDS
Standard is a set of specifications for hardware or software, agreed upon by academic
and industry contributors. Common examples of standards include multiple IEEE standards for
electrical interfaces (computer cables), ANSI for programming languages, and VESA
for computer monitors and video adapters. The intent of standards is to provide at least minimum
quality, safety or performance specifications so as to ensure relatively uniform products and
performance, and to remove ambiguity as to the suitability of certain commercial products for
particular applications. One of the element of quality standard is to access work were in
continuously check completed work against workplace standards relevant to the operation being
undertaken. Demonstrate an understanding of how the work activities and completed work relate
to the next production process or processes and to the final products concerned. Identify and
isolate faulty pieces/components or final products/batches. Record and/or report the faults and
any identified causes to the supervisor concerned where required in accordance with workplace.
1. HARDWARE
It covers all
parts of a computer that are tangible
objects. Personal computers, laptops, monitors/displays,
circuits, power supplies, cables, keyboards, printers,
scanners, video, camera and mice are all hardware.
The intended application of the hardware will help
determine the needs. The factors to consider when
choosing hardware include the purpose, specific
application needs, budget considerations and
maintenance needs. There are many pieces of
hardware to consider, including but not limited to
workstations, CPU, laptops, tablets, memory (how much),
storage needs, networking capabilities, video and audio
needs, printing needs, DVD capabilities, projector needs and
scanning needs.
Factors that help determine hardware needs:
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Purpose of the use of the hardware – single user, instructional use, lab work, will the
hardware be reused or is it disposable, who are the users (tech savvy or novice), are
there infection control issues if used for patient care, etc.
Specific application of the hardware – helps you determine the type of hardware, the
size of the operating system, need to share resources
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Budget – how much money is allocated for purchase
Maintenance-who will maintain the hardware, how much maintenance will be needed,
who will install updates, etc.
Some aspects to consider when determining hardware needs:
 Workstation hardware needs-what type of monitor and keyboard, wall mounted, desk
type or mobile. Processing power, memory, storage needs, audio and video needs.
 Server hardware needs-type will depend on the use, have to consider size of application,
printing, storage
 Networking related issues, Ethernet, cables, hubs, switches
 Printing and other peripherals (scanners, imaging, video, audio, printers, speakers,
headsets, webcam, etc). Type of printers, color, laser, size of paper, number of users
that can and need to access printing capabilities.
 Power need, how much power, via outlets or power strips
 Ergonomic needs of users, accessibility needs, special equipment for monitor glare,
special keyboards, adjustable height of equipment
 Future upgrades, how will upgrades be handled, who will install them

Layout of room or location of hardware-how many users will be using hardware,
is there enough room, how should the hardware be set up what is the layout
2. PRODUCTION PROCESS
In production process, checking of quality assurance must be highly considered. Quality
assurance covers all activities from design, development, production, installation, servicing and
documentation. This introduced the rules: "fit for purpose" and "do it right the first time". It
includes the regulation of the quality of raw materials, assemblies, products and components;
services related to production; and management, production, and inspection processes.
A. FAILURE TESTING
A valuable process to perform on a whole consumer
product is failure testing, the operation of a product
until it fails, often under stresses such as increasing
vibration, temperature and humidity. This exposes
many unanticipated weaknesses in a product, and
the data is used to drive engineering and
manufacturing process improvements.
B. STATISTICAL CONTROL
Many organizations use statistical process control to
bring the organization to Six Sigma levels of quality,
in other words, so that the likelihood of an
unexpected failure is confined to six standard deviations on the normal distribution. Traditional
statistical process controls in manufacturing operations usually proceed by randomly sampling
and testing a fraction of the output. Variances of critical tolerances are continuously tracked, and
manufacturing processes are corrected before bad parts can be produced.
C. COMPANY QUALITY
The company-wide quality approach places an emphasis on three aspects:
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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
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 1.2.1 shows the Quality System Elements required by ISO 9000 in the making of the
final product. Table 1.2.2 Quality System Elements.
Quality System Requirements
1
Management
responsibility
Contents
Define and document commitment, policy and
objectives, responsibility and authority, verification
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2
Quality system
3
Contract Review
4
Product development
5
Document control
6
Purchasing
7
Product identification and
traceability
8
Process control
9
Inspection and testing
10
Inspection, measuring
and test equipment
Inspection and test status
11
12
13
14
Control of non-conforming
products
Corrective actions
15
Handling, storage
packaging and
Quality records
16
Internal Quality Audits
17
Training
18
Cleaning and Disinfection
resources and personnel. Appoint a management
representative and conduct regular reviews of the
system
Establish and maintain a documented quality system
ensuring that products conform to specified
requirements
Ensure that customer's contractual requirements are
evaluated and met
Plan, control and verify product development to ensure
that specified requirements are met
System for control and identification of all documents
regarding quality, e.g. procedures, instructions, and
specifications
Ensure that purchased products conform to specified
requirements
System to identify and control traceability of product at
all stages from raw materials through production to the
final product as delivered to the customer
Ensure and plan the control of production which directly effects quality by documented work instructions,
monitoring and control of processes
Inspect and test incoming products, intermediate and
final product; establish product conformance to
specified requirements and identify non-conforming products; maintain inspection and test records
Selection and control of equipment to ensure reliability
and accuracy in measuring data
For the whole process the products shall be identified
and clearly marked concerning test status, including
indication of conformance or non-conformance
Identification, documentation, evaluation, isolation (if
possible) and disposition of non-conforming products
Prevention of reoccurrence of failures (nonconformance)
Protection of the quality of the product during handling, storage, packaging and delivery
Records, including those which demonstrate that the
specified requirements have been met, shall be controlled and maintained
Regular, planned internal audits shall be carried out,
documented and recorded to verify the effectiveness of
the quality system
Training requirements at all levels shall be identified
and the training planned, conducted and recorded
Although not required by the ISO 9000 standards, these
two points should be given special attention in all food
companies
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4. CUSTOMER SERVICE
Customer service is the act of taking care of
the customer's needs by providing and
delivering
professional,
helpful,
high
quality service and assistance before, during,
and after the customer's requirements are
met. Customer service is meeting the needs
and desires of any customer. According to
Turban et al, 2002, “Customer service is a
series of activities designed to enhance the
level of customer’s satisfaction – that is, the
feeling that a product or service has met the
customer’s expectation”. Its importance varies
by product, industry and customer.
CHECKING PROCESS
Quality control (QC) is a procedure or set of procedures
intended to ensure that a manufactured product or
performed service adheres to a defined set of quality
criteria or meets the requirements of the client or customer.
Quality control (QC) is a process by which entities review
the quality of all factors involved in production. ISO
9000 defines quality control as "A part of quality
management focused on fulfilling quality requirements". It
is a Software Engineering process used to ensure quality in
a product or a service. It does not deal with the processes
used to create a product; rather it examines the quality of
the "end products" and the final outcome. The main aim of
Quality control is to check whether the products meet the
specifications and requirements of the customer. If an issue
or problem is identified, it needs to be fixed before delivery
to the customer. QC also evaluates people on their quality level skill sets and imparts training and
certifications. This evaluation is required for the service based organization and helps provide
"perfect" service to the customers.
This approach places emphasis on three aspects (enshrined in standards such as ISO 9001)
1. Elements such as controls, job management, defined and well managed
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 control procedure
1. Specific standards the product or service must meet. Then the extent of QC actions must be
determined – for example, the percentage of units to be tested from each lot
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2. Real-world data must be collected. Such as the percentage of units that fail and the results
reported to management personnel.
3. Corrective actions must be decided upon and taken. . For example, defective units must be
repaired or rejected, and poor service repeated at no charge until the customer is satisfied. If too
many unit failures or instances of poor service occur, a plan must be devised to improve the
production or service process; then that plan must be put into action.
4. The QC process must be ongoing to ensure that remedial efforts, if required, have produced
satisfactory results and to immediately detect recurrences or new instances of trouble.
Quality Assurance (QA) is defined as an activity to ensure that an organization is providing the
best possible product or service to customers. QA focuses on improving the processes to deliver
Quality Products to the customer. An organization has to ensure, that processes are efficient and
effective as per the quality standards defined for software products. Quality Assurance is
popularly known as QA Testing. Quality assurance (QA) can be defined as "part of quality
management focused on providing confidence that quality requirements will be fulfilled." The
confidence provided by quality assurance is twofold—internally to management and externally to
customers, government agencies, regulators, certifiers, and third parties. An alternate definition
is "all the planned and systematic activities implemented within the quality system that can be
demonstrated to provide confidence that a product or service will fulfill requirements for quality.
How to do Quality Assurance: Complete Process
Quality Assurance (QA) has been called PDCA cycle or Deming cycle. The phases of this
cycle are:
Plan - Organization should plan and
establish the process related objectives and
determine the processes that are required to
deliver a high-Quality end product.
Do - Development and testing of Processes
and also "do" changes in the processes
Check - Monitoring of processes, modify the
processes, and check whether it meets the
predetermined objectives
Act - Implement actions that are necessary
to achieve improvements in the processes
Quality
assurance and quality control are two aspects of quality
management. While some quality assurance and quality control
activities are interrelated, the two are defined differently. Typically,
QA activities and responsibilities cover virtually all of the quality
system in one fashion or another, while QC is a subset of the QA
activities. Also, elements in the quality system might not be
specifically covered by QA/QC activities and responsibilities but may
involve QA and QC. Below are ISO 9000 definitions from
22
Quality System, Quality Assurance, and Quality Control Relationships
Difference between Quality Control and Quality
Assurance?
Sometimes, QC is confused with the QA. Quality
control is to examine the product or service and check
for the result. Quality assurance is to examine the
processes and make changes to the processes which
led to the end-product.
Examples of QC and QA activities are as follows:
Quality Control Activities
Quality Assurance Activities
Walkthrough
Quality Audit
Testing
Defining Process
Inspection
Tool Identification and selection
Checkpoint review
Training of Quality Standards and Processes
RECORDS AND DOCUMENTS
All records are documents but
not
all documents are records.
Many records start
out
as documents and then become records when they are finalized. For example, an empty form is
a document and then after it is filled in becomes a record.
ORGANIZATION WORK PROCEDURES
Organizations use policies and procedures to outline rules and to outline courses of action to deal
with problems. Organization policies and procedures make employees understand the
organizations views and values on specific issues, and what will occur if they are not followed.
Policies are general statements of how an organization want to behave and procedures define
exactly how to do a task or perform step by step .A policy can be security related and can be used
to identify risks and mitigate risks.
23
Organization has policies to implement physical security and prevent unauthorized access inside
the office premise. The policies are applicable to everyone in the organization and general public
and must be followed strictly, without deviation. Policy may state that public can access only up
to the reception and beyond reception only employees are allowed. Procedure is the step-by-step
instructions given to the reception area how to deal with anyone who is trying to cross reception
and trying to enter inside the office.
Policies and Procedures: All employees must identify themselves using two-factors;
presenting identification card and biometric finger print scan before entering inside the office
premises.
1). All employees must present their identity card..
2) The security guard must thoroughly check the employee’s name, picture,
signature and card issuer's signature in the identity card to make sure that he is
an employee of the company.. After checking, the employee will do his
biometrics.
3) The face of the employee must be clearly visible in the identity card for
security purposes.
4) Once the security identifies the employee; he has to scan his fingerprint to
access the office.
5) If the employee’s face is not similar with that in the identity card the security
guard should contact the senior officer or the Human Resources Department for
verification.
6) If any person who is trying to enter the office without any prove that he is an
employee; he will be guided off.
MANUFACTURER’S INSTRUCTION MANUAL
How to find instruction manuals for computers, phones and other
gadgets online. Lost the manual for your computer, smartphone,
camera or HD TV? All is not lost, as most necessary documentation
is now easy to find online. Computers, gadgets and domestic
appliances may be getting easier to use, but most of us still rely on
a manual of some kind to get us started. So there are few things
more frustrating discovering that you’ve misplaced one when you
need to find out how to use a particular feature. Fortunately, help is
always at hand online. So if you’ve long since lost a manual, or just want to know how to do
something that a manual doesn’t make clear, here are a few alternative solutions.
Before you start
It always helps to know what you’re searching for, so
make a note of the product model number before you turn
to your computer. This will usually be printed on the box
and on a (usually difficult to access) part of the product
itself, but make sure you get the full product name. Epson
many make inkjet printers and Samsung LED HDTVs, for
example, but both provide much more detail than that. So
24
if you need the manual for an ‘Epson Expression Photo XP-750’ or ‘Samsung Series 5 H5510’,
that’s what you’ll need to search for.
Start at the manufacturer’s website
The first port of call for a missing manual should always
be the original manufacturer’s website. Most have
customer support sections with downloads of all kinds,
including digital copies of user manuals. You might have to
do a bit of digging on some sites and make use of the
search function to find what you want, but it’s rare to find
nothing for products that are relatively recent.
Try a Google search
Some web sites can be all but unusable when it comes to finding information for a particular
product, but you can usually shortcut the painful process with a Google search.
You might need a little lateral thinking here, since one
manufacturers ‘user manual’ might be another’s ‘operating
instructions’, although Google is usually pretty good at
knowing what you want even when you’re using different
words. Don’t forget that you can also use Google to search
within a site by appending “site: site-name” after the term
your searching for, for example: manual download site
:www.panasonic.eu
Find a manual manually
Many manuals were around long before the web and so digital copies can be hard to come
by — at least through official channels. Thankfully, quite a few foresighted people have scanned
countless printed manuals and made them available online, so you just know where to look.
FORMS
It refers to an appearance that can be recognized. Forms are often used to mean an area
defined by contour without regard to other identifying qualities or materials.
Example of Log Report Form (to be completed by the quality checker)
Date Received
O.R. #
Item Name
Quantity
Signature
Quality Checker
25
Example of Assessment of Materials Received FORM (to be completed by the Quality
checker)
Quality Checker
Item Name
Date:
Total number in
good condition
Total number of
errors
Comments
Let’s Dig In
Activity 1.1
Directions. Provide any service and operational manual of electrical appliance available to your
home and write the most important information found in the manual book.
1.
6.
2.
7.
3.
8.
4.
9.
5.
10.
Activity 1.2
Below are the characteristics of checking process. Identify each of the following as quality
control or quality assurance. Write your answer in the correct column.
QC
Quality Control
QA
Quality Assurance
1.
6.
2.
7.
3.
8.
4.
9.
5.
10.
26
Staff function
Testing
Fine detects
Walkthrough
Proactive
Defining process
Product
Prevent defects
Line function
Quality audit
Activity 1.3
You are assigned to be the Quality checker for the Month of June. Make a Log Report,
and Assessment Report using the following data below. Make sure you will record all the items
listed and if they are in good condition or not. Write your answer on a sheet of paper.
1.
- June 9, 2018
- 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.
- June 15, 2018
- Refill ink cartridge from STARINK Shop, OR# 5623
3.
- June 20, 2018
- 10 PS/2 keyboard, 10 Optic mouse, 2 power supply
- Received from Allan Rivera (Octagon), OR#12544
- 3 defective keyboard need replacement
4.
- June 28, 2018
- 2 CD-Rom drive
- Received from Jun Salcedo (PC Chain), OR#20400
\
Let’s Remember
1. Identify and use documentation relative to quality within the prescribe standard.
2. Check completed work against workplace standards relevant to the task undertaken.
3. Identify and isolate errors
4. Record information on the quality and other indicators of production performance in
accordance to workplace procedures.
5. Document and report cases of deviations from specific quality standards
according to the workplace procedures.
Let’s Apply
Directions: Give the uses of the following. Write your answer on the separate sheet.
1. Service Manual
2. Operations Manual
3. Certifications
4. Hardware
5. Customer Service
27
Let’s Evaluate
A. Supply the given specifications of any electrical appliances.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Model
Brand
Device
Size
Document
Horse power(Hp)
Wattage
Voltage
Ampere
10. Date
_______________________
_______________________
_______________________
_______________________
_______________________
_______________________
_______________________
_______________________
_______________________
_________________________
B. Write TRUE if the statement is correct and FALSE if the statement is not correct on the
space before the number.
_____ 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 do not depend on the skills of those who install it.
_____ 6.Establish and maintain a documented quality system ensuring that products conform
to specified requirements
_____ 7.Ensure that customer's contractual requirements are not evaluated and met
_____ 8.Selection and control of equipment to ensure reliability and accuracy in measuring
data
_____ 9.Protection of the quality of the product during handling, storing, packaging and
delivering.
_____10.Training requirements at all levels shall be identified, planned and recorded.
C. Directions. Identify the following. Write your answer on the space provided.
_____1. Established the rules of conduct within an organization, outlining the responsibilities
of both employees and employers.
_____2. This is used to mean an area defined by contour without regard to other identifying
qualities or materials.
_____3. It is an instructional book or that is supplied with almost all technologically advanced
consumer products such as home appliances and computer peripherals
_____4. This is used to find information for a particular product, but you can usually shortcut
the painful process with any browser search.
_____5. This is a database entry that may contain one or more values.
Let’s Extend
A. List down all the safety and work procedures in using electric appliance.
B. Create a simple write-ups about the “Production Process and Customer Service”.
28
References

http://www.nwlink.com/~donclark/perform/process.html

https://blog.triaster.co.uk/blog/introducing-it-continuous-improvement

https://www.prnewswire.com/news-releases/acsi-pc-customer-satisfaction-hit-by-highprices-and-lack-of-innovation-300525253.html

https://en.wikipedia.org/wiki/Customer_satisfaction

https://www.getfeedback.com/resources/online-surveys/7-samples-of-feedback-formsfor-customers-that-actually-work/

https://www.talentlyft.com/en/blog/article/288/8-examples-of-giving-positive-feedback-toemployees

https://www.jotform.com/form-templates/supervisor-evaluation-form

https://www.jotform.com/form-templates/category/feedback

https://www.score.org/blog/how-establish-quality-control-processes

http://9001quality.com/quality-procedures-iso-9001-standard/

https://www.projectmanager.com/blog/quality-assurance-and-testing

https://www.appian.com/bpm/process-improvement-organizational-development/

https://www.notebookcheck.net/Guide-How-to-check-a-new-laptop-forissues.232476.0.html

https://www.theseus.fi/bitstream/handle/10024/128796/%20Valtanen_Petri.pdf.pdf?sequ
ence=1&isAllowed=y

https://www.explainingcomputers.com/hardware.html

https://www.computerhope.com/jargon/w/wire.htm

https://en.wikipedia.org/wiki/Integrated_circuit

https://leapfrogservices.com/16-common-computer-problems-how-to-tell-if-theyrehardware-or-software/

https://en.wikipedia.org/wiki/Operations_manual

https://www.csagroup.org/testing-certification/product-areas/information-communicationtechnology-ict/computers-and-workstations/

http://h10032.www1.hp.com/ctg/Manual/c01035677.pdf

https://en.wikipedia.org/wiki/List_of_computer_standards

https://kapitolyohs.files.wordpress.com/2011/06/applying-quality-standard.pdf
29
Module Development Team
Writer:
MYRA S. GESTIADA
Editor:
MARIA A. AGNAYA
AILEEN GEÑOSO
Reviewer:
ARNEL S. GESTIADA
Illustrators:
KERVY D. CAMMAGAY
Layout Artist:
MARIENIX P. RAMOS
Management Team:
Name of Schools Division Superintendent:
DR. MARGARITO B. MATERUM
Name of SGOD - Chief:
DR. GEORGE P. TIZON
Name of CID - Chief
DR. ELLERY G. QUINTIA
Name of EPS In - Charge:
DR. VIRGINIA L. EBOŇA
Name of EPS In-charge of LRMS:
DR. DAISY L. MATAAC
For inquiries, please write or call:
Schools Division of Taguig city and Pateros Upper Bicutan Taguig City
Telefax: 8384251
Email Address: sdo.tapat@deped.gov.ph
30