Computer Systems Servicing

Quarter 1 – Week 1 – Module 1

Lesson 1: Characteristics of Materials Used in Specific Projects

Content Standards:
The learners demonstrate an understanding of concepts and underlying principles in applying quality standard in computer
systems servicing

Performance Standards:
The learners shall be able to apply quality standards in computer systems servicing

Lesson Objectives:
Upon completing the lesson, students will be able to:
 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
 Replace faulty materials in accordance with workplace procedures

Activity 1
Directions: Put a check the characteristic of the materials to be used for specific project.
Low cost
Reliable
Good quality
Dependable
Suitable for the application/purposes

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

1. Selection of material
Material selection is one of the most common tasks for design engineering. The ability to assess the material’s impact on
the performance of a product is crucial for reliable performance. Sometimes, buyers are also considering the label or name of the
company which are producing great quality of materials and are known in the market. Examples are the name HP for printer and
Intel for some computer hardware.
2. Testing of material
The testing of material properties is widely understood to be the key to obtaining data for a project, performing failure
analysis, or understanding material interactions. Material testing also provides information on the quality of incoming and outgoing
products.
3. Cost of material
The cost of material is also considered when buying or selecting materials for a specific project. The amount may vary but
never taken for granted the quality and the reliability of the material. Will you buy material which is less expensive but worst
quality? Will you buy material which you cannot afford? People look for places which can meet their standards and right cost for
materials to buy.
The characteristic of the materials to be used for specific project must be:
 of good quality
- This is the most important factor when choosing materials to buy. Products with good quality are long-
lasting and safe to use because you know that it follows certain standards before being commercialized.
 reliable
- It means that you can be sure that it will perform its function well, will operate safely and will give the
best it could give.
 suitable for the application/purposes
- Choose the materials which are very necessary to make the project possible. Making a list of
products/materials to buy is a good trait of a wise consumer. Products which are not to be used must be
crossed out.
 low cost
- It doesn’t mean that you will choose for the less expensive one and exclude the quality. Low cost means
you can afford to buy the materials without hurting your pocket and assure of better quality.
Activity 2
Directions: Enumerate the following. Use a separate sheet of paper in answering.
1. Give three factors to be considered when choosing the right material?
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________

2. Give four characteristic of materials to be used for specific project?

____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
 3. What Good Quality means?
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________

Lesson 2: Fault Identification and Reporting

Activity 3
Directions: List the things to be considered when:

a. Receiving materials
1. _______________
2. _______________

b. Receiving Reports
1. _______________
2. _______________

c. Return of Merchandise
1. _______________
2. _______________

d. Make an Inventory Report of the Materials

1. _______________
2. _______________

These are the things to be considered when:

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

B. Receiving Reports
Whenever goods are received:
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.

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

D. Make an Inventory Report of the Materials

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

The teacher will be the assessor. Students will be randomly assigned that will: 1.) act as Quality Checker; 2.) responsible for
monitoring and coordinating the checking arrangements and; 3.) must generate reports when receiving the equipments.
  The Quality checker will record the date of receipt, name of the materials purchased, quantity, official receipt number,
signature of the person who bought the materials and signed his name afterwards. The Quality checker will identify if the materials
are in good condition or damage and /or needing for replacements. This will also be recorded on his report.

Example of Log Report (to be completed by the Quality checker)

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

Total no. in Total no.

Item Name Comments
Good Condition of Errors

Activity 4

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 were in good condition or not. Write your answer on a
sheet of paper.

1. - September 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. - September 15, 2020

- Refill ink cartridge from STARINK Shop, OR# 5623

3. - September 20, 2020

- 10 PS/2 keyboard, 10 Optic mouse, 2 power supply
- Received from Allan Rivera (Octagon), OR#12544
- 3 defective keyboard need replacement
4. - September 28, 2020
- 2 CD-ROM drive
- Received from Jun Salcedo (PC Chain), OR#20400

References:

 http://www.empf.org/empfasis/aug04/prop.htm
 http://www.lakeland.cc.il.us/~internal/policymanual/10fiscalaffairs/1026POL.htm
 www.gao.gov/new.items/d0871.pdf]
 www.plant-materials.nrcs.usda.gov/pubs/nmpmcnl6045.pdf
 www.cdpr.ca.gov
 www.freepatentsonline.com

Lesson 3: Workplace Procedure

Content Standards:
The learners demonstrate an understanding of concepts and underlying principles in applying quality standard in computer
systems servicing

Performance Standards:
The learners shall be able to apply quality standards in computer systems servicing

Lesson Objectives:
Upon completing the lesson, students will be able to:
 Work performance is documented in accordance with workplace procedure.
 Completed work is checked against workplace standards.
 Errors are identified and corrected.

Introduction

Workplace Procedure is a set of written instructions that identifies the health and safety issues that may arise from the jobs and
tasks that make up a system of work.
The 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
Activity 1
Direction: Write T if the statement is True, F otherwise.
________1. Don’t fool around. “Horseplay” is one of the biggest causes of injuries on the job and it may be grounds for dismissal.
________2.Never work while under the influence of drugs or alcohol, as you are a hazard to yourself and your co-workers.
________3. Pay particular attention to moving objects, such as equipment, dollies, mixers, and slicers.
________4.Walk, do not run, in the work areas.
________5. Stay completely alert on the job.
________6.Smoking, eating, drinking in inappropriate places
________7.Sleeping on the job
________8.Alcohol or drug use
________9.Problems with personal hygiene
________10.Threatening, hostile, or intimidating behavior

TYPES AND WORK-RELATED ERRORS

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

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

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

Work Behavior Which Result in Performance Problems

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

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

C. Inappropriate interpersonal relations

 Inappropriate communication style: over-aggressive, passive
 Impatient, inconsiderate, argumentative
 Destructive humor, sarcasm, horseplay, fighting
 Inappropriate conflict with others, customers, co-workers, supervisors

D. Inappropriate physical behavior

 Smoking, eating, drinking in inappropriate places
 Sleeping on the job
 Alcohol or drug use
 Problems with personal hygiene
 Threatening, hostile, or intimidating behavior

Activity 2
Directions: Write QN if the statement affects the quantity of work and QL if the statement affects the quality of work. Write your
answer on the space provided before each number.
______ 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
Activity 3
Directions: Write TRUE if the statement is correct and FALSE if the otherwise is wrong.
__________ 1. Poor attitude results in performance problem.
__________ 2. A safe working procedure should be written when retrieving old tasks.
__________ 3. Preventable accidents may affect the quantity of work.
__________ 4. Following certain procedure is very important in performing given operation or to a given event.
__________ 5. Safe working procedure should not identify the tasks that are to be undertaken that pose risks.

Activity 4

What is Workplace Procedure?

____________________________________________________
____________________________________________________
____________________________________________________

References:

 http://en.wikipedia.org/wiki/Customer_service
 http://en.wikipedia.org/wiki/Quality_standard
 http://www.technet.unsw.edu.au/tohss/swp.htm
 http://xnet.rrc.mb.ca/healthsafety/safeworkprocedures

Lesson 3: Quality Improvement

Content Standards:
The learners demonstrate an understanding of concepts and underlying principles in applying quality standard in computer
systems servicing

Performance Standards:
The learners shall be able to apply quality standards in computer systems servicing

Lesson Objectives:
Upon completing the lesson, students will be able to:
 Work out in accordance with process improvement procedure.
 Performance of operation or quality of product of service is monitored to ensure customer/person-in-authority satisfaction.

Activity 1
Directions: Encircle the letter of correct charts and diagram of the following:

a. Flowchart
b. Pareto diagram
c. Cause and Effect
diagrams

a. Flowchart
b. Pareto diagram
c. Cause and Effect
diagrams

a. Flowchart
b. Pareto diagram
c. Cause and Effect
diagrams
 In technical usage, quality can have two meanings:

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

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

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

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

 Quality supports dependability

 Dependability supports Speed
 Speed supports Flexibility
 Flexibility supports Cost.

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

Quality Improvement Processes

Manufacturers can choose from a variety of tools to improve their quality processes. The trick is to know which tools to use
for each situation and increasing the sophistication of the tools in the repertoire.
Another popular quality improvement process is the six-step PROFIT model in which the acronym stands for:
P = Problem definition.
R = Root cause identification and analysis.
O = Optimal solution based on root cause(s).
F = Finalize how the corrective action will be implemented.
I = Implement the plan.
T = Track the effectiveness of the implementation and verify that the desired results are met.

If the desired results are not met, the cycle is repeated. Both the PDCA and the PROFIT models can be used for problem
solving as well as for continuous quality improvement. In companies that follow total quality principles, whichever model is chosen
should be used consistently in every department or function in which quality improvement teams are working.

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 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.

A basic production process flowchart

displays several paths a part can travel from
the time it hits the receiving dock to final
shipping.

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.

PARETO DIAGRAMS A Pareto diagram puts data in a hierarchical order, 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.

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 fish bone
diagram because of its shape. A cause and effect diagram describes a relationship between variables. The undesirable outcome is
shown as effect, and related causes are shown leading to, the said effect.

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.

A histogram is an easy way to see the distribution

of the data, its average, and variability.

SCATTER DIAGRAMS
A scatter diagram shows how two variables are related and is thus used to test
for cause and effect relationships. It cannot prove that one variable causes the change in
the other, only that a relationship exists and how strong it is. In a scatter diagram, the
horizontal (x) axis represents the measurement values of one variable, and the vertical (y)
axis represents the measurements of the second variable. on the y-axis.

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 8).

Data points that fall outside the upper and lower

control limits leads to investigation and correction
of the process.
Activity 2
I. Define the following.

1. Quality
______________________________________
___________________________________________________
___________________________________________________
2. Flow Chart
___________________________________________________
___________________________________________________
___________________________________________________

3. Check Sheet
___________________________________________________
___________________________________________________
___________________________________________________
4. Pareto Diagram
___________________________________________________
___________________________________________________
___________________________________________________

Activity 3
Direction: Identify the following:
_____________1. describe a process in as much detail as possible by graphically displaying the steps in proper sequence
_____________2. help organize data by category.
_____________3. used primarily to identify and evaluate nonconformities, although it can summarize all types of data.
_____________4. sometimes called an Ishikawa diagram
_____________5. plots data in a frequency distribution table

Activity 4
Directions: Draw a cause and effect diagram of the using Social Media.

Resources:
 http://www.paramounthealthcare.com/body.cfm?id=65
 http://www.mcrcc.osmre.gov.ph
 http://www.standards.dfes.gov.uk
 http://www.swce.gov.uk
 http://deming.eng.clemson.edu/pub/tutorials/qctools/flowm.htm
 http://en.wikipedia.org/wiki/Quality_management

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

Prepared by:

LADY DIANNE G. BRUCAL

TEACHER II– AASMNHS-SHS