11-12

TVL-ICT
Computer Systems Servicing
NC II
Quarter 1 – Module 2:
Apply Quality Standards:
Assess Own Work
Computer System Servicing NC II
Alternative Delivery Mode Quarter 1
Module 2: APPLY QUALITY STANDARDS – Assess Own Work
First Edition, 2020

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Published by the Department of Education – SCHOOLS DIVISION OF CAPIZ

SDS SALVADOR O. OCHAVO, Jr. EdD, CESO V
ASDS NICASIO S. FRIO, CESO VI

Development Team of the Module

Writers: ERDEN D. GENTOLEA, NILDA D. GALLARDO, CHRISTIAN P. OROPEO

JOHN C. CAMACHO, JULIE F. MAGALLANES, TEJEE ALLEN U. DOROTEO
Editors and Reviewers:
Evelyn Callar, Rossini Medel, Christian Oropeo, Nilda Gallardo, Mark D. Villaruz,
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Duran, Rodolyn Pimentel, Julie Magallanes, Suzette Bagares, Sheila Marie F.
Bergancia, Charmane Kae B. Fagutao, Dalene Dice, Lou Chemie D. Corpin, Judith
C. Betita, and Chimene Subere
Illustrators: ERDEN D. GENTOLEA, NILDA D. GALLARDO, CHRISTIAN P. OROPEO
JOHN C. CAMACHO, JULIE F. MAGALLANES, TEJEE ALLEN U. DOROTEO
Layout Artist: Julius E. Ubas
Management Team:
SALVADOR O. OCHAVO, Jr., EdD, CESO V
NICASIO S. FRIO, CESO VI
SEGUNDINA F. DOLLETE, EdD
SHIRLEY A. DE JUAN
ROLANDO B. JAMORA, PhD

Printed in the Philippines by Department of Education – SCHOOLS DIVISION OF CAPIZ

Office Address: Banica, Roxas City
Telephone No.: (036) 6210-974
 11-12
TVL-ICT
Computer Systems Servicing
NC II
Quarter 1 – Module 2:
Apply Quality Standards:
Assess Own Work
Introductory Message
For the facilitator:

Welcome to Computer Systems Servicing NC II with Grade 11 – 12 Alternative

Delivery Mode (ADM) Module on Apply Quality Standards: Assess Own Work.
This module was collaboratively designed, developed and reviewed by
educators both from public and private institutions to assist you, the teacher or
facilitator in helping the learners meet the standards set by the K to 12
Curriculum while overcoming their personal, social, and economic constraints
in schooling.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore,
this also aims to help learners acquire the needed 21 st 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:

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

ii
For the learner:
Welcome to the Computer Systems Servicing NC II specialization of TVL for Grade
11 – 12 Alternative Delivery Mode (AMD) Module on Apply Quality Standards:
Assess Own Work.
The hand is one of the most symbolized part of the human body. It is often
used to depict skill, action and purpose. Through our hands we may learn,
create and accomplish. Hence, the hand in this learning resource signifies
that you as a learner is capable and empowered to successfully achieve
the relevant competencies and skills at your own pace and time. Your
academic success lies in your own hands!
This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time.
You will be enabled to process the contents of the learning resource while
being an active learner.

This module has the following parts and corresponding icons:

This will give you an idea of the skills

What I Need to Know
or competencies you are expected to
learn in the module.

What I Know This part includes an activity that

aims to check what you already
know about the lesson to take. If
you get all the answers correct
(100%), you may decide to skip this
module.

What’s In This is a brief drill or review to help

you link the current lesson with the
previous one.

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

be introduced to you in various
ways such as a story, a song, a
poem, a problem opener, an
activity or a situation.

This section provides a brief

What is It
discussion of the lesson. This aims
to help you discover and
understand new concepts and
skills.

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 This comprises activities for
What’s More
independent practice to solidify
your understanding and skills of the
topic. You may check the answers
to the exercises using the Answer
Key at the end of the module.

What I Have Learned This includes questions or blank

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

What I Can Do This section provides an activity

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

Assessment This is a task which aims to

evaluate your level of mastery in
achieving the learning
competency.

Answer Key In this portion, another activity will be

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

Additional Activities This contains answers to all

activities in the module

At the end of this module you will also find:

References: This is a list of all sources used in developing this module.

The following are some reminders in using this module:

1. use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the
exercises;
2. don’t forget to answer What I Know before moving on to the other
activities included in the module;

iv
 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!

v
 What I Need to Know

This module was designed and written with you in mind. It is here to help
you to plan a task to ensure that operational health and safety guidelines and
procedures are followed. The scope of this module permits it to be used in
different learning situations. The language used recognizes the diverse
vocabulary level of students. The lessons are arranged to follow the standard
sequence of the course. But the order in which you read them can be changed
to correspond with the textbook you are now using.

The module mainly focuses one lesson:

Lesson 1: Apply Quality Standards (AQS)
Topics:
1. Related documents
2. Quality standards
3. Checking process
4. Records and documents

Learning Competencies and codes:

LO 2. Assess quality of received materials
Code: TLE_IACSS912AQS-Ib-2

After going through this module, you are expected to:

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 with workplace procedures
5. Document and report cases of deviations from specific quality standards in
accordance with the workplace’s procedures

What I Know

DIRECTION: IDENTIFICATION. Identify the following statements below. Write your

answers on a separate sheet of paper.
 1. The manual provided by manufacturers which cover the servicing,
maintenance, and repair of their products.
2. It documents the approved standard procedures for performing operations
safely to produce goods and provide services.
3. It is a set of specifications for hardware or software, agreed upon by academic
and industry contributors.
4. It covers all parts of a computer that are tangible objects.
5. It covers all activities from design, development, production, installation,
servicing and documentation.
6. It is meeting the needs and desires of any customer.
7. It is a process by which entities review the quality of all factors involved in
production.
8. It also evaluates people on their quality level skill sets and imparts training and
certifications.
9. It focuses on improving the processes to deliver Quality Products to the
customer.
10. Organization should plan and establish the process related objectives and
determine the processes that are required to deliver a high-Quality end product.
11. Development and testing of Processes and also do changes in the processes.
12. Monitoring of processes, modify the processes, and check whether it meets the
predetermined objectives.
13. Implement actions that are necessary to achieve improvements in the
processes.
14. It is defined as an activity to ensure that an organization is providing the best
possible product or service to customers.
15. It 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.

LO
Assess Own Work
2
As a computer technician, it is important to know how to assess your own work.
One must know how to identify and use documentation that is relative to the assign
work. One must also know how to check the completed work and isolate errors. Also,
one must know how to record information on the quality of work and document and
report cases of deviations from specific quality standards.

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 What's In

Observe the image below. Give your insights about what you can see in the
picture. Use a separate sheet of paper in answering.

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

What's New

Put a check the following if it is available in your homes or not. If it is

available, provide its product description. Just leave it blank if there’s none.

_________1. Cellphone
Product Description:

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_________2. Television
Product Description:

_________3. Radio
Product Description:

_________4. Laptop/Netbook
Product Description:

_________5. Desktop Computer

Product Description:

What is It

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)

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 ❏ 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)
5. External Components.

(http://h10032.www1.hp.com/ctg/Manual/c01035677.pdf)

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. 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:

▪ Administration
▪ Sales
▪ Customer Service
▪ Fulfillment
▪ HR
▪ Marketing
▪ Safety and security

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 ▪ Maintenance and repair
(https://en.wikipedia.org/wiki/Operations_manual)

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
• Expertise with key standards for the industry, including the hazard-based
standard.
• Offering a broad range of services including cybersecurity, functional safety
evaluations, electromagnetic compatibility testing, and more

(https://www.csagroup.org/testing-certification/product-areas/information-
communication-technology-ict/computers-and-workstations/)

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 elements 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

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 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:
• 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
• 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

(http://people.duke.edu/~goodw010/Wiki/hwswstds.html#:~:text=Hardware%20stand
ards%20are%20rules%20and,(to%20name%20a%20few)

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"

7
and "do it right the first time". It includes the regulation of the quality of raw materials,
assemblies, products and components; services related to production; and
management, production, and inspection processes.

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

B. STATISTICAL CONTROL
Many organizations use statistical process control to bring the organization to Six
Sigma levels of quality, in other words, so that the likelihood of an unexpected failure
is confined to six standard deviations on the normal distribution. Traditional statistical
process controls in manufacturing operations usually proceed by randomly sampling
and testing a fraction of the output. Variances of critical tolerances are continuously
tracked, and manufacturing processes are corrected before bad parts can be
produced.

C. COMPANY QUALITY
The company-wide quality approach places an emphasis on three aspects:

1. Elements such as controls, job management, adequate processes, performance

and integrity criteria and identification of records
2. Competence such as knowledge, skills, experience and qualifications
3. Soft elements, such as personnel integrity, confidence, organizational culture,
motivation, team spirit and quality relationships.

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

D. TOTAL QUALITY CONTROL

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

8
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 Contents

Requirements
1 Management
responsibility
2 Quality system
3 Contract Review
4 Product development
5 Document control
6 Purchasing
7 Product identification
and traceability
Define and document commitment, policy and
objectives, responsibility and authority, verification
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

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 8 Process control Ensure and plan the control of production which
direct- ly effects quality by documented work
instructions, monitoring and control of processes
9 Inspection and testing Inspect and test incoming products, intermediate
and final product; establish product conformance to
specified requirements and identify non-conforming
pro- ducts; maintain inspection and test records
10 Inspection, measuring Selection and control of equipment to ensure
and test equipment reliability and accuracy in measuring data
11 Inspection and test For the whole process the products shall be
status identified and clearly marked concerning test
status, including indication of conformance or non-
conformance
12 Control of non- Identification, documentation, evaluation, isolation
conforming products (if possible) and disposition of non-conforming
products
13 Corrective actions Prevention of reoccurrence of failures (non-
conformance)
14 Handling, storage Protection of the quality of the product during
packaging and hand- ling, storage, packaging and 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 Audits Regular, planned internal audits shall be carried
out, documented and recorded to verify the
effectiveness of the quality system
17 Training Training requirements at all levels shall be
identified and the training planned, conducted and
recorded
18 Cleaning and Although not required by the ISO 9000 standards,
Disinfection these two points should be given special attention
in all food companies

https://iso25000.com/index.php/en/iso-25000-standards/iso-25012

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

10
– that is, the feeling that a product or service has met the customer’s expectation”. Its
importance varies by product, industry and customer.

(https://kapitolyohs.files.wordpress.com/2011/06/applying-quality-standard.pdf)

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
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

11
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.

(https://asq.org/quality-resources/quality-assurance-vs-control)

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.

QC QA

Product Process

Reactive Proactive

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 Line Function Staff Function

Find Defects Prevent Defects

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

(https://en.wikipedia.org/wiki/Quality_control)

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.
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.

(https://www.recordnations.com/2015/04/whats-the-difference-between-documents-
and-

13
records/#:~:text=All%20records%20are%20documents%20but,filled%20in%20beco
mes%20a%20record)

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.

(https://www.omnisecu.com/ccna-security/organizational-policies-procedures-
standards-and-guidelines.php)

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, 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.

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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 manufacturer ‘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.

(https://www.laserfiche.com/ecmblog/whats-the-difference-between-document-and-
records-management/)

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

Example of Assessment of Materials Received FORM (to be completed by the

Quality checker)
Quality Checker Date:

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 Item Name Total number in Total number of Comments
good condition errors

(https://en.wikipedia.org/wiki/Records_management)

What's More

Activity 1
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 are in good condition or not. Write your answer
on a sheet of paper.

1. - June 9, 2020
- 2 Hard disk, 4 256MB SDRAM memory chips
- Received from James Yu (MB Technologies), OR #20256
- Found out that 2 SDRAM have errors and need for replacement

2. - July 15, 2020

- Purchased Printer from AC Marketing, OR# 5623

3. - August 28, 2020

- 7 PS/2 keyboard, 6 UPS
- Received from Vera Lim (Fortune Dragon Technologies), OR#12544
- 5 defective keyboards need replacement

4. - September 1, 2020
- 7 DVD-Rom drive
- Received from Scarlet Chua (MB Technologies), OR#20400

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Activity 2
Direction: Using a Venn Diagram, compare ang contrast QC and QA.

QC QA

Activity 3
Direction: ESSAY. Explain the uses and give examples of the following. Write your
answers on a separate sheet of paper.

1. Certifications
2. Quality Standards
3. Operations Manual
4. Service Manual
5. Hardware

What I Have Learned

➢ The service manual provided by manufacturers which cover the servicing,

maintenance, and repair of their products.
➢ The operations manual is the documentation by which an organization provides
guidance for members and employees to perform their functions correctly and
reasonably efficiently.
➢ 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.

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 ➢ Hardware 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.
➢ Quality assurance covers all activities from design, development, production,
installation, servicing and documentation.
➢ 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.
➢ 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.
➢ 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.
➢ 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.
➢ 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 Assurance (QA) is defined as an activity to ensure that an organization
is providing the best possible product or service to customers.
➢ Organization policies and procedures make employees understand the
organizations views and values on specific issues, and what will occur if they
are not followed.
➢ Forms 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.

What I Can Do

Direction: Look for any service or operational manual of at least 5 gadgets or electrical
appliances that can be found in your homes. Write the most important information
found in the manual. Write your answers on a separate sheet of paper.

Gadget or Electrical Name of Service or Most Important

Appliances Operational Manual Information

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 Assessment

DIRECTION: IDENTIFICATION. Identify the following statements below. Write your

answers on a separate sheet of paper.

1. It 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.
2. Implement actions that are necessary to achieve improvements in the
processes.
3. Development and testing of Processes and also do changes in the processes.
4. It focuses on improving the processes to deliver Quality Products to the
customer.
5. It is a process by which entities review the quality of all factors involved in
production.
6. It covers all activities from design, development, production, installation,
servicing and documentation.
7. It is a set of specifications for hardware or software, agreed upon by academic
and industry contributors.
8. The manual provided by manufacturers which cover the servicing,
maintenance, and repair of their products.
9. It is defined as an activity to ensure that an organization is providing the best
possible product or service to customers.
10. Monitoring of processes, modify the processes, and check whether it meets the
predetermined objectives.
11. It documents the approved standard procedures for performing operations
safely to produce goods and provide services.
12. It covers all parts of a computer that are tangible objects.
13. Organization should plan and establish the process related objectives and
determine the processes that are required to deliver a high-Quality end product.
14. It is meeting the needs and desires of any customer.
15. It also evaluates people on their quality level skill sets and imparts training and
certifications.

Additional Activities

Direction: List down all the safety and work procedures in using newly
purchased gadget. Write your answers on a separate sheet of paper.

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 20
What I Know
1. Service Manual
2. Operations Manual Assessment
3. Standard 1. Customer Service
4. Hardware 2. Act
5. Quality Assurance 3. Do
4. Quality Assurance
6. Customer Service
5. Quality Control
7. Quality Control
6. Quality Assurance
8. Quality Control 7. Standard
9. Quality Assurance 8. Service Manual
10. Plan 9. Quality Assurance
11. Do 10. Check
12. Check 11. Operations Manual
13. Act 12. Hardware
14. Quality Assurance 13. Plan
15. Customer Service 14. Customer Service
15. Quality Control
Answer Key
References:
• https://en.wikipedia.org/wiki/Operations_manual
• https://www.csagroup.org/testing-certification/product-areas/information-
communication-technology-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
• https://training.gov.au/TrainingComponentFiles/MSA07/MSACMT251A_R1.pd
f
• http://people.duke.edu/~goodw010/Wiki/hwswstds.html#:~:text=Hardware%20
standards%20are%20rules%20and,(to%20name%20a%20few).
• https://iso25000.com/index.php/en/iso-25000-standards/iso-25012
• https://asq.org/quality-resources/quality-assurance-vs-control
• https://en.wikipedia.org/wiki/Quality_control
• https://www.recordnations.com/2015/04/whats-the-difference-between-
documents-and-
records/#:~:text=All%20records%20are%20documents%20but,filled%20in%2
0becomes%20a%20record.
• https://www.laserfiche.com/ecmblog/whats-the-difference-between-document-
and-records-management/
• https://en.wikipedia.org/wiki/Records_management
• https://www.omnisecu.com/ccna-security/organizational-policies-procedures-
standards-and-guidelines.php

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 DISCLAIMER
This Self-Learning Module (SLM) was developed by DepEd, Schools Division of Capiz
with the primary objective of preparing for and addressing the new normal. Contents
of this module were based on DepEd’s Most Essential Learning Competencies
(MELC). This is a supplementary material to be used by all learners of Schools Division
of Capiz in all public schools beginning SY 2020-2021. The process of LR
development was observed in the production of this module. This is version 1.0. We
highly encourage feedback, comments, and recommendations.

For inquiries or feedback, please write or call:

Department of Education – SCHOOLS DIVISION OF CAPIZ
Office Address: Banica, Roxas City, Capiz,
Philippines 5800
Telephone No: (036) 6210-974
Email Address: capiz@deped.gov.ph

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