9

11 SENIOR HIGH SCHOOL

TVL-ICT-CSS
Quarter 1 – Module 1-2:
Applying Quality Standards (AQS)
TVL– ICT – CSS – Grade 11
Alternative Delivery Mode
Quarter 1 – Module 1: Personal Entrepreneurial Competencies (PECs)
First Edition, 2020

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agency or office wherein the work is created shall be necessary for exploitation of such
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Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
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materials from their respective copyright owners. The publisher and authors do not
represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Jhella U. Opinion
Editor: Reynald M. Manzano
Reviewers: Louelyn M. Lajot, Reynald Manzano
Typesetter: Mark Joeben L. Casal
Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Marcelo K. Palispis, Ed.D. Maricel S. Rasid
Joelyza M. Arcilla, Ed. D. Elmar L. Cabrera
Nilita L. Ragay, Ed. D.
Antonio B. Baguio, Jr., Ed. D.

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
 11

TVL-ICT-CSS
Quarter 1 – Module 1:
Applying Quality Standards
(AQS)
 What I Need to Know

This module was designed and written with you in mind. It is here to help you
master the nature of Personal Entrepreneurial Competencies (PECs). 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.

This module also covers the knowledge, skills, attitudes and values needed to
apply quality standards in the workplace. Quality standards are defined as documents
that provide requirements, specifications, guidelines, or characteristics that can be used
consistently to ensure that materials, products, processes, and services are fit for their
purpose.

This module consists of two lessons, namely:

• Personal Entrepreneurial Competencies (PECs)

• Applying Quality Standards (AQS)

After going through this module, you are expected to:

1. Compare and align one’s PECs with those of a practitioner/entrepreneur;

2. Assess one’s and practitioner’s PECs;
3. Recognize the areas for improvement, development and growth;
4. Obtain work instruction in accordance with standard operating procedures;
5. Check the received materials against workplace standards and specifications;
6. Identify and isolate faulty materials/errors related to work;
7. Identify and use documentation relative to quality within the prescribe standard;
8. Participate process improvement procedures in relative to workplace assignment;
9. Manage work in accordance with process improvement procedures; and
10. Monitor performance of operation or quality of product of service to ensure
customer satisfaction.

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 What I Know

I. Matching Type. Match the entrepreneurial competencies in column A with their

meaning in column B. Write the letter of the correct answer on your notebook.

A B
1. Creative A. makes wise decisions towards the set objectives
2. Profit-oriented B. strategic thinking and setting of goals
3. Disciplined C. trusting in one’s ability

4. Sound decision maker D. adoptable to change

5. Possess people skills E. innovates to have an edge over other competitors

6. Excellent Planner F. solid dedication

7. Confident G. skillful in record keeping

8. Hardworking H. always sticks to the plan

9. Ability to accept change I. work diligently

10. Committed J. effective and efficient communication skills and

relates well to people

K. always looking for an opportunity to have/earn

income.

II. Write QN if the statement affects the quantity of work and QL if the statement
affects the quality of work. Write your answer on your 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

Note: If you get 100% correct in this pre- assessment, skip the lesson but if not
and only get 50% to 99% correct, then proceed with the lesson.

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 Lesson
Personal Entrepreneurial
1 Competencies (PECs)

In this module, you will learn more about entrepreneurship and the entrepreneurship
competencies related to Computer Systems Servicing. These are individuals that can
strategically identify products and services needed by the community and they have the
capability to deliver these at the right time and place. Entrepreneurship is the act of
creating a business or businesses while building and scaling it to generate a profit.

What’s In

1. Why is it to know the important characteristics to be an effective and a good

entrepreneur?

2. What are the important skills to be a successful entrepreneur?

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 What’s New

Aligning one’s PECs

Directions: Choose from the list below the characteristics and traits that best describe
your own personal entrepreneurial characteristics. Find ways on how to align them
according to the personal entrepreneurial characteristics of an entrepreneur which were
discussed earlier. Write your answers in the activity sheet provided.

Creative Resourceful Persistent Organized Independent

Confident Risk taker Observant Competent Trustworthy
Optimistic Passionate Flexible Sensitive Committed
Dynamic Efficient Hardworking Decision-maker Reliable
Knowledgeable Persevering Decisive Strong–minded Courteous

Example: My PECs

Things to do to align
My PECs My simple definition with PECs of a
successful entrepreneur

1. Creative

2. Organized

3. Competent

4. Observant

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 What is It

What are Entrepreneurial Competencies?

Entrepreneurial competencies refer to the ability to develop, organize and manage

a business venture along with any of its risks. It includes key characteristics that should
be possessed by a person in order to successfully run a new venture. Among those
characteristics are social, managerial and networking competences.

Below are few important characteristics / traits / attributes of a good

entrepreneur:

Hardworking: A successful entrepreneurs are hard workers, and

they also enjoy what they are doing. They are dedicated, driven, and
focused. They are goal oriented and have a strong attention to detail.
They are typically highly organized and have seemingly boundless
energy.

Confident: A successful entrepreneur never asks the

question or keeps doubts in their mind about if they can
succeed or if they are even worthy of success. They are
normally confident enough that their knowledge and their
know-how will help them make their business idea a
success. And they radiate this confidence in everything that
they do for the business.

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Disciplined: Successful entrepreneurs always focus their energy
on making the business work, and for eliminating the distractions
or obstacles to their goals. They make strategies help them to aim
the goals they have while they outline the plan to achieve the
outcome.

Committed: Good entrepreneurs assume full responsibility over

their business. They give full commitment and solid dedication
to make the business successful.

Ability to accept change: Nothing is permanent but change.

Change occurs frequently. When you own a business, you
should cope with and thrive on changes. Capitalize on positive
changes to make your business grow.

Creative: One facet of creativity is being able to make

connections between seemingly unrelated events or
situations. Entrepreneurs often come up with solutions
which are the synthesis of other items. They will repurpose
products to market them to new industries.

Has the initiative: An entrepreneur takes the initiative. You

must put yourself in a position where you are responsible for
the failure or success of your business.

Profit-oriented: An entrepreneur enters the world of business to

generate profit or additional income. The business shall become
your bread and butter. Therefore, you must see to it that the
business can generate income.

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 What’s More

Activity 1: My techniques to strengthen PECs

Directions: From the given chart below, write at least six techniques on how you would
strengthen your own PECs. Write the PECs that you feel that you still need to focus on
to strengthen these on your notebook or on a separate sheet of paper.

Example: Self-confidence

Self-confidence

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 What I Have Learned

An entrepreneur is the person who sees a problem in the world and immediately focuses
on creating the solution. They are the leaders that strike out on their own to improve
society. Whether they are creating jobs or a new product, they constantly take action to
ensure world progress. In the process of understanding what is entrepreneurship, let
us look at why entrepreneurs are important in society.

Entrepreneurs create jobs: Without entrepreneurs, jobs would not exist.

Entrepreneurs take on the risk to employ themselves.

Entrepreneurs innovate: Some of the greatest technologies today have come from
businesses. The technological advances come out of a need to solve a problem, create
efficiencies, or improve the world.

Entrepreneurs create change: Entrepreneurs dream big so naturally some of their

ideas will make worldwide change. They might create a new product that solves a
burning problem or take on the challenge to explore something never explored before.

Entrepreneurs give to society: They make more money and thus pay more in taxes
which helps fund social services.

Entrepreneurs add to national income: Entrepreneurship generates new wealth in an

economy. New ideas and improved products or services from entrepreneurs allow for the
growth of new markets and new wealth to be created in an economy.

Entrepreneurship decreases poverty: In the spirit of sharing good news, more people
are being pulled out of poverty today than ever before. This is likely due to globalization.

What I Can Do

Activity 2: Preparation of an Action Plan

Directions: Examine yourself once again. Make a short list of PECs that you need to
strengthen. From this activity, prepare of an action plan that requires further
development. You may opt to follow the suggested format below. You may improve or
change it if it suits your own plan of action. Write your answer on your notebook.

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Sample Action Plan

Specific Purpose Statement: (Your vision of your future)

Ex. Developing self-confidence in retail business.

Focus Current Goal Measures Actions Time Reward/
Area Situation of Success Required Frame Recognition
My I need to To exercise Achieve -Selling -During -Earns
PECs develop my my own 100% finished culminati expected
undefined PECs completion of products ng income
characteris- during development derived activities -
from
tics need for selling and of my own -After Outstanding
culminating
my retail producing PECs activities in learning performance
business. products/ through any of the in selling
such as: services selling and chosen principles, and
_________ -To become production of career. theories, promoting
___________ proficient products, -Participate process products
___________ in my proper in skills and of and services
___________ chosen manner competition any
___ skill. when dealing sponsored chosen
by the NGO
with people. career
and GO

Assessment

I. Multiple Choice. Choose the letter of the best answer. Write the chosen letter on
your notebook.

Mrs. Gina Magno opens her own retail business. She knows that her personal
entrepreneurial characteristics are insufficient to ensure a successful operationalization
of a business she has in mind. Your answers to the questions below will help in developing
her PECs.

1. Which of the following is NOT considered as a characteristic of an entrepreneur?

a. Copes with failure c. Dependent
b. Persistent d. Opportunity seeker
2. Mrs. Magno follows the advice of a friend to be flexible especially if she intends to
open a retail business. What PECs has been demonstrated by Mrs. Magno?
a. Persistent c. Reliable and has integrity
b. Responsive to feedback d. Self-confidence

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3. She tells Mary, her best friend that she has a strong will and does not give up
finding a solution to a business problem. What PECs has been demonstrated by Mrs.
Magno?
a. Self-confidence c. Hard work
b. Risk- taking d. Persistence
4. If she wants to ensure a profitable business operation, what characteristic will she
maintain?
a. Futuristic or future-oriented c. Commitment
b. Opportunity seeker d. Goal oriented
5. What PECs must she possess if there are customers who complain about the
quality of her product?
a. Patience c. Versatile
b. Hardworking d. All of the above
6. One facet is being able to make connections between seemingly unrelated events or
situations.
a. Profit-oriented c. Initiative
b. Creative d. Committed
7. They are dedicated, driven, focused and are goal oriented and have a strong
attention to detail.
a. Hardworking c. Disciplined
b. Confident d. Change
8. The good entrepreneurs assume full responsibility over their business, and they
give full and solid dedication to make the business successful.
a. Change c. Confident
b. Committed d. Initiative
9. It refers the ability to develop, organize and manage a business venture along with
any of its risks.
a. Competencies c. Personal Entrepreneurship
b. Personal d. Entrepreneurship Competencies
10. What traits of a successful entrepreneurs always focus their energy on making the
business work, and for eliminating the distractions or obstacles to their goals?
a. Hardworking c. Disciplined
b. Confident d. Change

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 Lesson

2 Applying Quality Standards

What’s In

A. Set
Show pictures of different computer shops in Dumaguete.

B. Perception

Ask:

• What kind of stores are in the picture?

• What are the things that are being sold in a computer store?
• How are you going to buy a new computer?

C. Remembering

• Can you name any computer brand?

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 What’s New

What are Quality Standards?

Quality standards are defined as documents that provide requirements,
specifications, guidelines, or characteristics that can be used consistently to ensure
that materials, products, processes, and services are fit for their purpose.

Standards provide organizations with the shared vision, understanding,

procedures, and vocabulary needed to meet the expectations of their stakeholders.
communicate and conduct business.

Who uses Quality Standards?

Organizations turn to standards for guidelines, definitions, and procedures

that help them achieve objectives such as:

• Satisfying their customers’ quality requirements

• Ensuring their products and services are safe
• Complying with regulations
• Meeting environmental objectives
• Protecting products against climatic or other adverse conditions
• Ensuring that internal processes are defined and controlled

Use of quality standards is voluntary but may be expected by certain groups

of stakeholders. Additionally, some organizations or government agencies may
require suppliers and partners to use a specific standard as a condition of doing
business.

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 What is It

Standards Operating Procedures

Standard operating procedures are written, step-by-step instructions that

describe how to perform a routine activity. Employees should complete them in the
exact same way every time so that the business can remain consistent. Standard
operating procedures help maintain safety and efficiency for departments such as:

• Production/operations
• Sales and customer service
• Employee training
• Legal
• Financial

A good standard operating procedure should clearly outline the steps and
inform the employee of any safety concerns.

Why Do You Need Standard Operating Procedures?

Standard operating procedures are detailed, written instructions on how to

perform a routine business activity. They are easy to read and they explain every
detail of the process being described. It is important to keep in mind that a good
standard operating procedure does not focus on what needs to be done but rather
how it should be done. A standard operating procedure is an effective tool that every
business should have.

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Are SOPs relevant in 2020?

Across all industries, our clients are telling us that now more than ever, that
effective SOPs and Work Instructions are an essential component of a highly effective
organization. Many believed that any business unit without a robust procedure
system is doomed to failure in today’s business environment and competitive global
marketplace.

Effective SOPs are more important than ever to serve as training tool and
ensure consistent and correct process and task performance.

An SOP is a useful business tool as it communicates the correct way of

carrying out an activity within your organization. Standard Operating Procedures at
a minimum give you the following:

Consistency – The number one reason for procedures is consistency in the way an
individual carries out a task or activity. The more consistent a process is from person
to person, the less chance there will be quality problems.

Reduction of errors – A written procedure details a set of instructions for performing

a task. If everyone within your team performs the task as it is written, there is a
greater chance of reducing errors.

Communication – Another great reason you need SOPs in your organization is for
the benefit of communication. With improvements made to processes, the operating
procedures are updated, and each update requires new training.

Characteristic of Materials Used in Specific Projects

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 Materials
It is a step in the process of designing any physical object. In the context of
product design, the main goal of material selection is to minimize cost while meeting
product performance goals. Systematic selection of the best material for a given
application begins with properties and costs of candidate materials.
For example:

• HP brand for printer

• Intel brand for Computer Hardware

2. Testing Material
It is the determination of the technological and operational properties of
materials, primarily using machines and instruments. Materials are tested for
diverse purposes: to determine the properties of the raw material, to check quality at
intermediate stages in production processes, to check finished products, and to aid
research.

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 3. Cost of Material

Characteristic of common materials for increased security is also a great factor

in the design and planning process. Evaluation of longevity criteria and assessment
of site environmental factors are vital to project planning.

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 does not 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.

Fault Identification and Reporting

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 regarding
quantity and discount.
3. That the materials are in acceptable condition.
4. That terms regarding installation and/or set up of equipment are met.

B. Receiving Reports

Whenever goods are received:

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

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2. Any exceptions must be noted so that partial payments can be processed, or
defective goods can be returned.

C. Returning 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
decide with the vendor for replacement.

D. Making an Inventory Report of the Materials

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 equipment.

The Quality checker will record the date of receipt, name of the materials
purchased, quantity, and 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.

Feedback

Once the Quality checker has completed all the reports, the assessor will
check if the Quality Checker provides all the data needed in the report.

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

Date Quality
O.R. # Item Name Quantity Signature
Received Checker

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Example of Assessment of Materials Received (to be completed by the Quality
checker)

Quality Checker: Date:

Total no. in Good

Item Name Total no. of Errors Comments
Condition

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 jobs or task
• introducing new equipment
• reviewing a procedure when problems have been identified, example
from an accident or incident investigation

The safe working procedure should identify:

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

Following certain procedures is very important to perform a given operation.

The table below shows different elements and their corresponding performance
criteria to be able to identify occupational health and safety hazards, and assess
risk, as well as follow instructions and procedure in the workplace with minimal
supervision. The students will also be capable of participating and contributing to
OHS management issues.

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 ELEMENT PERFORMANCE CRITERIA

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

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 ELEMENT PERFORMANCE CRITERIA

5. Controlling risks in the work Application of the hierarchy of control,

area may include:
6. Reports identifying workplace
hazards may be verbal or written
and may include:
7. Examples of OHS issues which
may need to be raised by workers
with designated personnel may
include:
8. Examples of contributions may
include:
namely:
• Eliminate the risk
• Reduce/minimise the risk through
• Engineering controls
• Administrative controls
• Personal protective equipment
• Face to face
• Phone messages
• Notes
• Memos
• Specially designed report forms
• Hazards identified
• Problems encountered in managing
risks associated with hazards
• Clarification on understanding of OHS
policies and procedures
• Communication and consultation
processes
• Follow up on reports and feedback.
• Effectiveness of risk controls in place
• Training needs
• Recommendations on changes to work
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
• Using equipment according to
guidelines and operating manuals

Occupational health and safety (OHS) relate to health, safety, and welfare
issues in the workplace. OHS includes the laws, standards, and programs that are
aimed at making the workplace better for workers, along with co-workers, family
members, customers, and other stakeholders.

Improving a company's occupational health and safety standards ensures

good business, a better brand image, and higher employee morale.

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 Occupational health and safety are concerned with addressing many types of
workplace hazards, such as:

• Chemicals
• Physical hazards
• Biological agents
• Psychological fallout
• Ergonomic issues
• Accidents

Occupational health and safety standards are in place to mandate the

removal, reduction, or replacement of job site hazards. OHS programs should also
include material that helps minimize the effects of the hazards. Employers and
company management are obliged to provide a safe working environment for all their
employees.

OHS Management Issues

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

Standards are sets of rules that outline specification of dimensions, design of

operation, materials and performance, or describe quality of materials, products or
systems. These standards should cover the performance expectations of the product
for applications. The intent of standards is 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

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products for applications. Following standards may reduce the risk of error in
working.

Specific quality standards for:

1. Hardware

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

The application of suitable hardware and products must be supported by

adequate levels of training of person who use them so that they can identify and use
only appropriate products.

In judging a product or hardware, the person must consider factors such as

the following:

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

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

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.

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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 decrease.

3. Final Product

Table 1 shows the Quality System Elements required by ISO 9000 in the making of
the final product.

Table 1 Quality System Elements.

Quality System Contents

Requirements

1 Management Define and document commitment, policy and objectives,

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

2 Quality system Establish and maintain a documented quality system ensuring

that products conform to specified requirements

3 Contract Review Ensure that customer's contractual requirements are evaluated

and met

4 Product Plan, control and verify product development to ensure that

development specified requirements are met

5 Document control System for control and identification of all documents regarding
quality, e.g. procedures, instructions, and specifications

6 Purchasing Ensure that purchased products conform to specified

requirements

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7 Product System to identify and control traceability of product at all
identification and stages from raw materials through production to the final
traceability product as delivered to the customer

8 Process control Ensure and plan the control of production which directly effects
quality by documented work instructions, monitoring and
control of processes

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

10 Inspection, Selection and control of equipment to ensure reliability and

measuring and accuracy in measuring data
test equipment

11 Inspection and For the whole process the products shall be identified and
test status clearly marked concerning test status, including indication of
conformance or non-conformance

12 Control of non- Identification, documentation, evaluation, isolation (if possible)

conforming and disposition of non-conforming products
products

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

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

15 Quality records Records, including those which demonstrate that the specified
requirements have been met, shall be control- led and
maintained

16 Internal Quality Regular, planned internal audits shall be carried out,

Audits 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 and recorded

18 Cleaning and Although not required by the ISO 9000 standards, these two
Disinfection points should be given special attention in all food companies

19 Personal hygiene

13
4. Customer Service
According to Turban et al, 2002, “Customer service is a series of activities
designed to enhance the level of customer’s satisfaction – that is, the feeling that a
product or service has met the customer’s expectation”. Its importance varies by
product, industry and customer.

How to monitor workplace operations?

Continually monitoring and looking for ways to improve workplace

operations can help an organization stay on financial track and keep delivering top
quality products and services. You need to monitor workplace operations so you can
develop strategies to improve procedures and protocols. As a business scales up in
sales or in size, the task of monitoring becomes more important and complicated.
Monitoring operations requires management oversight, employee feedback
and customer reviews. It can help provide specific directions for employees, which
can lead to improved time management and increased productivity.
Improving workplace operations requires analyzing collected data to identify
the underlying problems and to find resolutions and methods to deal with them. Here
we outline few key steps to quality monitoring your business operations to ensure
your organization remains competitive.

Measurement of the operative performance. To measure your company’s

performance company in an effective way, you need to establish indicators that allow
you to know the results and how to make the suitable adjustments when it is
necessary. Each area within the company has its own mechanisms, needs and
resources. It is important to have an analysis of how each separate area is performing
to achieve its specific objectives.

Implement operational process improvements. A results-oriented

improvement plan focuses on improving cost, quality, service or speed. Action steps
range from making minor changes that eliminate duplicate steps or other workflow
redundancies to redesigning an entire process. An implementation includes
analyzing, prioritizing and reassembling tasks and operational steps.
Collect relevant data. There are many ways to collect data via regular
monitoring and surveying. Many businesses use a customer retention management
(CRM) software. Software capabilities vary but most offer several ways to monitor
workplace operations. All relevant information coming out from outbound calls,
prospect contacts calls, correspondence, offline and online surveys, follow-ups and
sales should be registered and analyzed. Right now, you can find in the market
software that even help track orders and send follow up offers.
Beyond technology, you can use site operations, employee surveys and
customer feedback to collect valuable data about how your company is delivering its
product or service. Site operations may be done by management, owners or by a
third-party consulting firm, offering an outsider’s perspective on operations.
Employee surveys provide valuable feedback on areas of inefficiency that employees
experience daily, such as consistent inventory issues. Customer reviews, whether
solicited or gathered via online social media channels, tell companies about the user

14
experience. At times, when everything seems to be going smoothly, it might be the
customer review that points out something otherwise overlooked.
Analyze all collected information. As a business owner, you should look at
data regularly to understand patterns and to look for anomalies. Although there
might not be a monthly site review, employers can use other collected data to get an
understanding what is working well and what is not.

Engage your employees. Start by creating a workplace environment that

accepts and embraces change. An open-door policy, fair and respectful treatment
and open communications are some of the most important ingredients. If you take
the time to lay a foundation that encourages and rewards employee contributions
before implementing a monitoring and operational improvement plan, it will be much
easier to get their cooperation.

Establish communication channels and strategies. IT managers and

administrators must establish mechanisms to visualize the operational strategies
within the organization and establish communication strategies that allow all the
members of the company to easily know the results of each of the areas.

Implement new protocols and workflows. Once the issue is identified in

the existing process, it is imperative that the company take steps to improve
workplace operations. If a new call or sales protocol is implemented, it needs to be
written in as part of the operations manual, and then distributed to employees. On
top of the distribution of the written protocol, employers need to train employees
consistently and regularly to make the new protocol habitual. Additionally,
employers should ask for feedback on new policies and procedures to fine tune them.
Sometimes, improving workflow changes is easier than at other times. If
inventory issues exist, managers need to decide with suppliers or find new ones that
can handle the demand.

The seven basic tools of quality are a designation given to a fixed set of graphical
techniques identified as being most helpful in troubleshooting issues related to
quality. They are called basic because they are suitable for people with little formal
training in statistics and because they can be used to solve many quality-related
issues.
Once the basic problem-solving or quality improvement process is understood,
the addition of quality tools can make the process proceed more quickly and
systematically. Seven simple tools can be used by any professional to ease the quality
improvement process: flowcharts, check sheets, Pareto diagrams, cause and effect
diagrams, histograms, scatter diagrams, and control charts.

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

15
points for control, suggest areas for further
improvement, and help explain and solve a
problem.

The flowchart is a simple production process in

which parts are received, inspected, and sent to
subassembly operations and painting. After
completing this loop, the parts can be shipped as
subassemblies after passing a final test or they can
complete a second cycle consisting of final
assembly, inspection and testing, painting, final
testing, and shipping.

Figure 1. 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 value occurs, and their information
is increasingly helpful as more data are
collected. 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. By
showing the frequency of a defect (e.g., in
a molded part) and how often it occurs in
a specific location, check sheets help
operators spot problems. Figure 2. Because it clearly organizes data, a
check sheet is the easiest way to track
The check sheet example shows a information.
list of molded part defects on a production
line covering a week’s time. One can easily see where to set priorities based on results
shown on this check sheet. Assuming the production flow is the same on each day,
the part with the largest number of defects carries the highest priority for correction.

16
PARETO DIAGRAMS

The Pareto diagram is named after

Vilfredo Pareto, a 19th-century Italian
economist who postulated that a large
share of wealth is owned by a small
percentage of the population. This basic
principle translates well into quality
problems—most quality problems result
from a small number of causes. Quality
experts often refer to the principle as the
80-20 rule; that is, 80% of problems are
caused by 20% of the potential sources.

A Pareto diagram puts data in a

hierarchical order, which allows the most Figure 3. By rearranging random data, a
significant problems to be corrected first. Pareto diagram identifies and ranks
The Pareto analysis technique is used nonconformities in the quality process in
descending order.
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.

CAUSE AND EFFECT DIAGRAMS

The cause-and-effect diagram are 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 as leading to, or potentially
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 4. Fish bone diagrams display the various

possible causes of the final effect. Further analysis can
prioritize them.

A fish bone diagram displays all contributing factors and their relationships
to the outcome to identify areas where data should be collected and analyzed. The
major areas of potential causes are shown as the main bones, e.g., materials,
methods, people, measurement, machines, and design. Later, the subareas are
depicted.

17
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.

After the raw data are collected, they are

grouped in value and frequency and plotted in a
graphical form. A histogram’s shape shows the nature
of the distribution of the data, as well as central
tendency (average) and variability. Specification limits
can be used to display the capability of the process.

Figure 5. 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.

Figure 6. The plotted data

points in a scatter diagram
18 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 7. Data points that fall outside the

upper and lower control limits leads to
investigation and correction of the process.

What’s More

Independent Activity 1

Enumeration. Use your notebook in answering the following questions.

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

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

19
 What I Have Learned

Remember these:

1. Characteristic of common materials for increased security is also a great factor in

the design and planning process.

2. Evaluation of longevity criteria and assessment of site environmental factors are

vital to project planning.

3. Specific knowledge about the project and general common sense must dictate
design and material selection. Although many materials can offer enhanced
protection, often the most cost-efficient and readily available material that provides
reasonable life expectancy for the project must be considered.

4. Written policies and procedures are the backbone of the quality system. Complete
quality assurance records make quality management possible. Keeping records
facilitates meeting program reporting requirements.

5. By adopting the view that quality monitoring is a strategic process rather than a
tactical one, companies will begin to see an improvement of their customers
experience and their customers therefore becoming their strongest champions.

6. The key to monitor work operations and to develop an excellent performance

management model according to the company’s objectives is to get constant feedback
from your employees and customers.

7. 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.

20
 What I Can Do

Direction: 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 your notebook.

1. - June 9, 2008

- 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, 2008

- Refill ink cartridge from STARINK Shop, OR# 5623

3. - June 20, 2008

- 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, 2008

- 2 CD-Rom drive
- Received from Jun Salcedo (PC Chain), OR#20400

21
 Assessment

I. TRUE or FALSE. Write T if the statement is correct and F if the otherwise is

wrong/incorrect. Write your answers on your notebook.
__________ 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.
__________ 6. Standards are set of rules that describe quality of materials, product or
system.
__________ 7. Quality assurance does not cover all the activities from design,
development, up to documentation.
__________ 8. Customer service is a series of activities designed to enhance the level
of customer satisfaction.
__________ 9. Customer service is not important in the company’s customer value
proposition.
__________ 10. The durability of the work does not depend on the skills of those who
install it.

II. dentification. Read the sentence carefully, identify the correct answer that best
describes the statement and write your answers on your notebook.

_________________1. It displays statistically determined upper and lower limits drawn

on either side of a process average.
_________________2. Sometimes called an Ishikawa diagram after its inventor.
_________________3. Describe a process in as much detail as possible by graphically
displaying the steps in proper sequence.
_________________4. A diagram that is named after Vilfredo Pareto, a 19th-century
Italian economist who postulated that a large share of wealth is owned by a small
percentage of the population.
_________________5. Plots data in a frequency distribution table.

22
 23
Lesson 2: Assessment Lesson 2: What's More
I. I.
1. TRUE 1. a. Selection of material
2. FALSE b. Testing of material
3. TRUE c. Cost of material
4. TRUE 2. a. Good quality
5. FALSE b. Reliable
6. TRUE
c. Suitable for the
7. FALSE
application/purposes
8. TRUE
9. FALSE
10. FALSE
II.
1. Control Chart
2. Cause and Effect Diagram
3. Flowcharts
4. Pareto Diagram
5. Histograms
Lesson 1. Assessment Lesson 1: What's More What I Know
1. c Activity 1. My techniques to A.
2. b strengthen PECs
3. d 1. d 6. f
4. b Self Confidence
2. c 7. e
5. a
1. Clearing old beliefs
6. b 2. Believe in yourself 3. b 8. j
7. a 3. Encouraging
8. b yourself 4. a 9. i
9. d 4. Establish new beliefs
5. g 10. h
10. c 5. Accept limitations
6. Practice self- II.
affirmations 1. QN
2. QL
3. QL
4. QN
5. QN
Answer Key
References

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personal-entrepreneurial-competencies-pecs/.

PDF Files:

k-12moduleintle-ictgrade9allgradings-150622124134-lva1-app6892.pdf

Module_1_Personal_Entrepreneurial_Competencies.pdf

A. PDF/Google Drive Files:

https://drive.google.com/folderview?id=1oP_KaH-UZbw4aBcnfjldX3quaRYOhuUk
https://drive.google.com/drive/mobile/folders/1SkFHNa-
DllbOQlglDZgviEL_cQCwUQED?usp=sharing
https://www.who.int/diagnostics_laboratory/documents/guidance/pm_module15.
pdf?ua=1

B. Internet Sources:

“Material Selection.” Wikipedia, Wikimedia Foundation, 1 Aug. 2020,

en.wikipedia.org/wiki/Material_selection.
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encyclopedia2.thefreedictionary.com/Testing+of+Materials.

“What Are Quality Standards?” ASQ, asq.org/quality-resources/learn-about-

standards#:~:text=Quality%20standards%20are%20defined%20as,are%20fit%
20for%20their%20purpose.

“What Is a Standard Operating Procedure (SOP)?” Bizmanualz, 15 Mar. 2020,

www.bizmanualz.com/save-time-writing-procedures/what-are-policies-and-
procedures-sop.html.

“What Is Occupational Health and Safety (OHS)? - Definition from Safeopedia.”

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Bragg, Steven. “Material Cost.” AccountingTools, AccountingTools, 16 Oct. 2018,

www.accountingtools.com/articles/2017/5/9/material-
cost#:~:text=Material%20cost%20is%20the%20cost,used%20in%20the%20pro
duction%20process.

Images:
https://dumagueteinfo.com/local-businesses/shopping/algorithm-computers/

https://en.wikipedia.org/wiki/Octagon_Computer_Superstore#/media/File:Octago
n _KCC_Mall_De_Zamboanga.jpg
For inquiries or feedback, please write or call:

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Tel #: (035) 225 2376 / 541 1117

Email Address: negros.oriental@deped.gov.ph
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