CBLM Unit 3

COMPETENCY BASED LEARNING MATERIALS
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Sector: AGRICULTURE AND FISHERY SECTOR
Qualification: ORGANIC AGRICULTURE PRODUCTION NC II

Unit of Competency: SOLVE/ADDRESS GENERAL WORKPLACE PROBLEMS
Module Title: SOLVING/ADDRESSING GENERAL WORKPLACE PROBLEMS
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HOW TO USE THIS COMPETENCY-BASED LEARNING MODULE
Welcome to the Module SOLVE/ADDRESS

GENERAL WORKPLACE PROBLEMS. This module
contains training materials and activities for you to
complete.
The unit of competency is SOLVE/ADDRESS GENERAL WORKPLACE

PROBLEMS.one of the Basic Competencies which contains the knowledge, skills
and attitudes required for all the programs offered by all TESDA-Institutes in
Region 03.
You are required to go through a series of

learning activities in order to complete each learning
outcome of the module. In each learning outcome
there are Information Sheets, Resource Sheets and
Reference Materials for further reading to help you
better understand the required activities. Follow these
activities on your own and answer the self-check at the
end of each learning outcome. Get the answer key
from your trainer and check your work honestly. If
you have questions, please don’t hesitate to ask
him/her for assistance.
Recognition of Prior Learning (RPL)

You may already have some or most of the
knowledge and skills covered in this module because
you have:
 Been working in the same industry for some time.
 Already completed training in this area.
If you can demonstrate to your trainer that you are

competent in a particular skill or skills, talk to
him/her about having them formally recognized so you
won’t have to do the same training again. If you have
qualifications or Certificates of Competency from
previous trainings, show them to your trainer. If the
skills you acquired are still relevant to this module,
they may become part of the evidence you can present
for RPL.
A Trainee Record Book (TRB) is given to you to record important dates,
jobs undertaken and other workplace events that will assist you in providing
further details to your trainer/assessor. A Record of Achievement/Progress Chart
is also provided to your trainer to complete/accomplish once you have completed
the module. This will show your own progress.
Date Develop: Document No.:

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PROBLEMS INSERT COMPANY NAME Revision No.:
DIRECTION FOR USE OF THE CBLM
This module was prepared to help you achieve the required competency:
SOLVE/ADDRESS GENERAL WORKPLACE PROBLEMS.. This will be the source of
information for you to acquire the knowledge and skills in this particular module
with minimum supervision or help from your trainer. With the aid of this material,
you will acquire the competency independently and at your own pace.
Talk to your trainer and agree on how you will both organize the training of
this unit. Read through the module carefully. It is divided into sections which
covers all the skills and knowledge you need to successfully complete in this
module.
Work through all the information sheets and complete the activities in each
section. Do what is asked in the INSTRUCTIONAL SHEETS and complete the
SELF-CHECK. Suggested references are included to supplement the materials
provided in this module.
Most probably, your trainer will also be your supervisor or manager. He/she
is there to support you and show you the correct way to do things. Ask for help.
Your trainer will tell you about the important things you need to consider
when you are completing activities and it is important that you listen and take
notes.
Talk to more experienced workmates and ask for their guidance.
Use the self-check questions at the end of each section to test your own
progress.
When you are ready, ask your trainer to watch you perform the activities
outlined in the module.
As you work through the activities, ask for written feedback on your
progress. Your trainer gives feedback/pre-assessment reports for this reason.
When you have successfully completed each element or learning outcome, ask your
trainer to mark on the reports that you are ready for assessment.
When you have completed this module and feel confident that you have had
sufficient practice, your trainer will schedule you for the institutional assessment.
The result of your assessment/evaluation will be recorded in your COMPETENCY
ACHIEVEMENT RECORD.

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LISTS OF BASIC COMPETENCIES
Competenc Unit of Competency Module Title Code

y Number
1 Participate In Workplace Participating in
Communication Workplace 400311210
Communication
2 Work in a Team Working in a Team
400311211
Environment Environment
Solve/Address General Solving/Addressing
3
Workplace General Workplace
400311212
Problems Problems
4 Develop Career and Life Developing Career
400311213
Decisions and Life Decisions
5 Contribute to Workplace Contributing to
Innovation Workplace 400311214
Innovation
6 Present Relevant Presenting Relevant
400311215
Information Information
Practicing Occupational Practicing
7
Safety and Health Policies Occupational Safety
and Procedures and Health Policies 400311216
and Procedures
Exercise Efficient and Exercising Efficient
8
Effective Sustainable and Effective
Practices in the Workplace Sustainable 400311217
Practices in the
Workplace
Practice Entrepreneurial Practicing
9
Skills in the Workplace Entrepreneurial
Skills in the 400311218
Workplace

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MODULE CONTENT
Modules of Instruction
UNIT OF COMPETENCY : SOLVE/ADDRESS GENERAL WORKPLACE PROBLEMS

MODULE TITLE : SOLVING/ADDRESSING GENERAL WORKPLACE PROBLEMS
MODULE DESCRIPTOR : This module covers the knowledge, skills and
attitudes required to apply problem-solving
techniques to determine the origin of problems and
plan for their resolution. It also includes addressing
procedural problems through documentation, and
referral.
SUGGESTED DURATION : 3 hours
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO 1. Identify routine problems

LO 2. Look for solutions to routine problems
LO 3. Recommend solutions to problems
ASSESSMENT CRITERIA:
1. Routine problems or procedural problem areas are identified

2. Problems to be investigated are defined and determined
3. Current conditions of the problem are identified and documented
4. Potential solutions to problem are identified
5. Recommendations about possible solutions are developed, documented,
ranked and presented to appropriate person for decision
6. Implementation of solutions are planned
7. Evaluation of implemented solutions are planned
8. Recommended solutions are documented and submit to appropriate
person for confirmation

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LEARNING OUTCOME 1
IDENTIFY ROUTINE PROBLEMS
CONTENTS:
- Current industry hardware and software products and services

- Industry maintenance, service and helpdesk practices, processes
and procedures
- Industry standard diagnostic tools
- Malfunctions and resolutions
1. Routine problems or procedural problem areas are identified

2. Problems to be investigated are defined and determined
3. Current conditions of the problem are identified and documented
CONDITIONS:
The students/ trainees must be provided with the following:
- Assessment will require access to a workplace over an extended

period, or a suitable method of gathering evidence of operating ability
over a range of situations.
- CBLM: Solving/Addressing General Workplace
METHODOLOGIES:
- Distance Learning /Modular

- Self-paced Learning
ASSESSMENT METHODS
- Demonstration
- Observation
- Interviews/Questioning

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LEARNING EXPERIENCES
LEARNING OUTCOME # 1 IDENTIFY ROUTINE PROBLEMS

Learning Activities Special Instructions
1. Read information sheet 3.1-1
If you have some problem on the
content of the information sheet don’t
hesitate to approach your facilitator.
- Current industry hardware and
software products and services If you feel that you are now
knowledgeable on the content of the
information sheet, you can now
answer self-check provided in the
module
2. Answer self-check 3.1-1
Refer your answer to answer key 3.1-
1
- Industry maintenance, service If you feel that you are now
and helpdesk practices, knowledgeable on the content of the
processes and procedures information sheet, you can now
module.
2

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- Industry standard diagnostic If you feel that you are now
tools knowledgeable on the content of the
module.
6. Answer self-check 3.1-3 Refer your answer to answer key 3.1-
3
- Malfunctions and resolutions If you feel that you are now
module.
8. Answer self-check 3.1-4 Refer your answer to answer key 3.1-
4
INFORMATION SHEET 3.1-1

CURRENT INDUSTRY HARDWARE AND SOFTWARE PRODUCTS AND
SERVICES
Learning Objectives: After reading this INFORMATION SHEET, you MUST be able to:
A. Identify essential hardware for your business.
ESSENTIAL HARDWARE FOR YOUR BUSINESS
Regardless of the industry you operate in,

hardware is the backbone for much of today’s
successful businesses. By investing in high-quality
hardware, not only can you save time, but see an
increase in productivity, leading to a more positive
state of mind and potentially increased revenue and

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profits. With the wealth of hardware available, the
question is what is essential for your business.
The desktop or laptop computer

The computer has quickly become the
workhorse of almost every business, without which
most modern businesses would likely not be able to
operate. Whether operating a multi-user
workstation, laptop or a desktop, investing in a
reliable computer will surely save you from stress
and sweat.
When looking for a computer for your

business, You’re likely going to use a computer for
your business for at least three to five years, so go
for one that requires low maintenance. Many
businesses opt for a reputable choice, like a Mac, or
a PC running Windows. Many of the bigger name
brands are known for their friendly user interface
and minimal upkeep. For those looking for one with
portability, try a laptop or ultrabook.
Regardless which system you choose, you

need to ensure your new computer is compatible
with your existing software and systems. The last
thing you want is to invest in us a brand new
machine and have to spend even more on new
software or hardware updates.
Mobile devices
If you’re constantly on-the-go, having a trusty
mobile device can be like having a personal
assistant. Think tablets, e-book readers or even
smartphones. Not only are these devices easy to
carry around, but a lot of them are equipped with
useful work applications and specifications that are
capable of performing tasks you would usually
accomplish using a computer. Many business
owners find that the versatility of a mobile device
compensates for its cost.
When it comes to mobile devices, there are three main systems businesses have
to choose from:
 Android – Owned by Google, you will find a wide variety of devices

suitable for any need.
 iOS – Owned by Apple, offers reliable products and a wide number of apps
for your business.
 Windows Phone – Owned by Microsoft, these devices are most suitable for
offices that utilize Microsoft’s other services. This is largely due in part to
the deep integration between systems.

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Laserjet printers
Not every business uses a printer but even if
your business is one that encourages a paperless
work space; investing in a durable laser-jet printer
can save time and energy. At some point you will
need to print, whether that is a contract, documents
or image files.Some laserjet printers are also
equipped with a scanner, photocopy and fax
function. With a price tag starting from
approximately USD$100, having one in-house beats
needing one any day.
Wireless routers
Broadband modems are an integral part of
any Internet-connected business, but get your
hands on a wireless router and you won’t look back
at cables again. Not only does a wireless router keep
your office connected to the Internet without cables,
it also acts as an Internet splitter, meaning all your
devices can be connected from anywhere within
router range. Not only that, but most modern
wireless routers come with built-in firewalls as well
as the ability to limit a network to computers you
trust, which means more safety for your computer.
Network servers
While personal computers are capable of
acting as a network server, a dedicated server will
give you the advantages of faster CPU (Central
Processing Unit), high-performance memory and
increased storage capacity. A good network server
solution can effectively support your database, email
applications and other files, as well as provide
comprehensive security and backup options.
SELF-CHECK 3.1-1
Enumeration: what are the three main system businesses?
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ANSWER KEY # 3.1-1
1. Android
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2. iOS
3. Windows Phone
INDUSTRY MAINTENANCE, SERVICE AND HELPDESK PRACTICES,

PROCESSES AND PROCEDURES
A . I d e n t i f y industry maintenance, service and helpdesk practices,

processes and procedures
What is Industrial Maintenance?
Industrial maintenance is the service done

by technicians or mechanics to manage machinery
and equipment to increase uptime in order to
meet the business objectives. It is used across
multiple industries and can involve
troubleshooting, fixing, and replacing equipment
to improve asset performance.
What Types of Industrial Maintenance Are There?
Like any other aspect of industry and

manufacturing, industrial maintenance — also
called factory maintenance— is in a continuous
state of development and enhancement. As
experience and knowledge of industrial
maintenance best practices have grown, so too
has technology evolved, combining to create more
effective ways of carrying our maintenance and
managing equipment.
Types of maintenance — incorporating the full spectrum of development and

evolution — include:
 Reactive maintenance: Reactive maintenance addresses

maintenance needs for a machine or piece of equipment when a
breakdown or obvious malfunction occurs. While reactive
maintenance remains a necessary component of a maintenance plan,
it is the most inefficient method of maintenance due to excessive
unplanned downtime.
 Preventive maintenance: Preventive maintenance involves standard
tasks designed to address typical, expected upkeep and maintenance
needs during the lifecycle of a component or piece of
equipment. Preventive maintenance is a useful tool for avoiding
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preventable maintenance issues, but can also yield inefficiencies,
such as investing resources in maintenance that is not required at
that time.
 Predictive maintenance: Predictive maintenance incorporates data
and technology to provide insights about equipment performance and
facilitate early alerts of potential maintenance issues. Predictive
maintenance is driven by industrial sensor technology — including
vibration sensors, ultrasonic sensors and thermographic sensors. It is
a next step in the evolution of maintenance — thanks to the foresight,
planning and efficiency that it yields.
 Reliability-centered maintenance: Reliability-centered
maintenance is the next step in the progression beyond predictive
maintenance, using similar underlying sensor and data technology to
enable a sharp focus on reducing unplanned downtime while
increasing productivity. Reliability-centered maintenance incorporates
remote monitoring, 24/7 systems and continuous data analysis to
provide what is, today, the ultimate in decision-making data to keep
machines operational while increasing capacity and fulfilling orders
on time.
Industrial Maintenance Roles
Today’s industrial maintenance technology and

methods call for a range of professional roles,
including:
 Technicians: While sensors are generally easy to install and operate,

technicians must be familiar and comfortable with the technology.
 Planners: Predictive maintenance and reliability-centered
maintenance are most effective as part of a maintenance “ecosystem”
— one where sensors are working in sync with one another to provide
the most useful and actionable data for analysis. Planners are experts
in developing and tailoring these ecosystems to yield the best results
for you.
 Supervisors: Maintenance supervisors are involved in putting the
pieces of technology- and sensor-driven maintenance together and
making decisions based on the data and analysis at hand. This is a
different process than reactive maintenance or standard scheduled,
preventive maintenance.
 Engineering professionals: Engineering personnel are necessary for
maintenance systems design, data analysis and more.
13 IT Help Desk Best Practices You Should Implement
1. Use the Right Help Desk Software System

Your IT help desk should use an ITSM (IT Service Management) software —
e.g., BMC Helix, ServiceNow, etc. — to drive its operations. ITSM enables
your help desk to receive service or incident tickets, manage assets, and
report ticket resolution-rates and other metrics. A well-configured ITSM
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suite enables IT help desks to manage large volumes of tickets and — via
self-service portal and other features — reduce call volumes and control IT
support costs. The challenge is having enough resources to properly
configure your ITSM suite and sustain the overhead of an actual service
desk (e.g., payroll, equipment, etc.).
2. Hire the Right Talent

You need the right people staffing your help desk. One way to ensure this is
to get them HDI (Help Desk Institute) certified. Doing so will ensure that
your service agents are operating using help desk best practices, especially
in terms of customer service and asset management.
3. Build & Implement a Service Level Agreement (SLA)

Your IT help desk should operate according to a Service Level Agreement
(SLA). Under the SLA, you can require your help desk team to solve a
minimum percentage of tickets, respond to calls and support tickets within
a set period of time, and other requirements. SLAs enable you to hold your
desk team accountable and, in turn, ensure your help desk works
effectively.
4. Maintain Enough Capacity

You must ensure that your service desk has enough capacity to support
your needs. Not only does this mean enough people to support your
call/ticket volumes, but the ability to respond to users/customers in
different time zones or during off-hours and holidays.
5. Use Automated Ticketing Systems

A well-configured ITSM suite will include automated ticketing capabilities.
However, the idea behind this is much broader; you should look at
automating as many manual, low-value tasks as possible to free up your
agents to resolve IT problems.
6. Deploy Specialized Help Desk Groups

In some cases, you might need a dedicated help desk group to specialize or
focus on a specific set of applications or IT issues. For example, most of your
team might use a certain application for their daily work, or you have a
critical IT system for which you want to prioritize support. The idea is to
ensure you have the right people responding to tickets, not losing time in
escalation.
7. Use Pre-Drafted Responses

Returning to the automation point we made earlier, the goal behind pre-
drafted responses is to remove your help desk staff from burning time on
menial tasks. When someone requests help, your ITSM suite should
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generate an automated response where possible. You can go a step further
by pairing canned responses with self-help support, e.g., directing the user
to a self-help portal or FAQ to see if they can resolve the issue on their own.
8. Be Available on Multiple Contact Channels

You should be able to communicate with your help desk through live chat,
phone, email, and as many other means as possible. The point is to provide
maximum accessibility to IT help.
9. Grow Your Knowledge/Expertise

Your service agents should be able to expand their knowledge base. You
don’t want to be in a situation where your desk has to escalate to more
senior level reps to solve certain issues. The ideal approach would be to
equip the entire desk with the knowledge and tools to solve any issue.
10. Aim for First Contact Resolution

To minimize downtime or disruptions, your service desk should focus on
solving tickets on first contact. In some cases, this may require providing a
significant amount of training to each of your help desk staff.
This comes at a high upfront cost, but it will pay off in the long-term by
reducing the impact of IT problems on your operations. In addition, first
contact resolution (FCR) contributes to increasing customer/end-user
satisfaction rates.
11. Follow-Up Resolved Cases

Your help desk should follow-up on closed/solved cases with a survey or
feedback form. This is an opportunity for your help desk to collect
information to assess its staff and improve processes.
12. Track Your Help Desk’s Performance

Your SLA should require your help desk to track its performance across
key metrics, especially:
 ticket resolution rates;

 time to solve tickets;
 average pick-up/ticket response time;
 percentage of tickets still open/unsolved after a certain period of time;
 FCR rates;
 number of escalations to Level 2 and Level 3 support;
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 and others.
By getting visibility into each of these areas, your help desk will identify
gaps in its knowledge base and processes. In turn, it can improve through
training, ITSM configuration work, or other methods and drive additional
cost and time savings.
13. Keep Your Help Desk Employees Happy

You must prevent fatigue and stress from affecting your employees. You can
do this by ensuring you always have enough agents to handle capacity. In
addition, you can structure bonuses into their performance reviews,
incentivizing them to improve their individual and desk output.
SELF-CHECK 3.1-2
Enumeration: What are types of maintenance?

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ANSWER KEY # 3.1-2
1. Reactive maintenance
2. Preventive maintenance
3. Predictive maintenance
4. Reliability-centered maintenance

INDUSTRY STANDARD DIAGNOSTIC TOOLS
INDUSTRY STANDARD DIAGNOSTIC TOOLS
Industry standards are voluntary agreements

that establish requirements for products, practices, or
operations in a given field. Diagnostic tools means the
category of measurement tools informing the
effectiveness of instruction, materials or techniques
that address the academic needs of students in their
performance of expected levels of achievement of
learning targets.
What are diagnostic tools?

 System error logs
 Temperature, voltage, and fan speed information
 Self-monitoring Analysis, and Reporting Technology (SMART) data
 Machine check registers
 USB information
 Monitor configuration information
 PCI slot information
Which diagnostic tool is the best?
Best Professional Diagnostic Scanners

 #1 – Autel Scanner MaxiCOM MK808 OBD2 Scanner.
 #2 – LAUNCH CRP129E OBD2 Scan Tool.
 #3 – Actron CP9690 Elite OBD2 AutoScanner.
 #4 – Autel ML629 OBD2 Scanner.
 #5 – BlueDriver Bluetooth OBDII Scan Tool.
 #6 – OBDeleven Pro Diagnostic Scan Tool.

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 #7 – ANCEL FX2000 Vehicle OBD2 Scanner.
Example Diagnostic Tools

 Error analysis of literacy progress monitoring data.
 Phonics Inventory.
 Running records.
 Intervention- or curricula-specific diagnostic tools.
 Word list reading (e.g., Dolch, Fry, curriculum sight word lists)
 Analysis of student work (e.g., classroom assignments, work samples, tests)
SELF-CHECK 3.1-3
Enumeration: What are diagnostic tools?

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ANSWER KEY # 3.1-3
1. System error logs
2. Temperature, voltage, and fan speed information
3. Self-monitoring Analysis, and Reporting Technology (SMART) data
4. Machine check registers
5. USB information
6. Monitor configuration information
7. PCI slot information

MALFUNCTIONS AND RESOLUTIONS
A. Identify the common pc problems and solution.
10 COMMON PC PROBLEMS AND SOLUTIONS
1. Computer won’t turn on
This is probably the no.1 problem faced by

many of us. To understand this problem, you can
compare it to our human body.
When we are sick, we often get a fever. It’s

the body mechanism to fight infection. In the
same way, when the computer faces any problem,
it usually won’t turn on until you fix that.
There are hundreds of reasons why a PC

won’t boot up. The issues can range from power
supply failure to virus infection. Normally, by
following the steps given below, your computer
should be able to start.

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Solutions:
1. Check the power supply
 If it’s a laptop, a loss of power could result from a battery that has
completely run out of charge. So, the first thing to do is to plug it in
and leave it to charge for a few hours. If that doesn’t work, it could
mean the charger is faulty, so, if you can try a different charger. If the
charger has a power indicator, check whether it lights up when you
plug it in.
 If your PC is a desktop computer and doesn’t start, check that it’s
not the plug socket at fault by plugging it into a different socket. If
that doesn’t work, it could be that the power supply in your PC has
failed.
2. Make sure the monitor or display is functional

If you can see that your PC has power, because the fans start-up or the
power lights come on, but nothing else happens, there are a couple of
possible faults.
 If you have a desktop PC connected to an external monitor, it could be

the display that’s faulty. Check the power connection to the monitor
and that it’s properly connected to your PC. Try disconnecting it and
reconnecting it. If that doesn’t work, try connecting a different
monitor, if possible. That way you’ll be able to either determine it’s the
monitor’s fault or rule it out.
 If you have a laptop, or if you’ve ruled out the external display, it
could be that your PC is in sleep mode and is having trouble waking.
To check that, shut it down completely and restart from cold. To do
that, hold down the power button for 5 seconds and then press it
again to start your PC.
3. Eliminate external hardware

If none of the steps above work, the peripherals could be the culprit. This
could either happen because of electrical issues or external hardware
failures.
After doing this, try restarting the system again to see if it works or not. If it
doesn’t, move on the next final step.
4. Reinstall system
If none of the steps work, the last thing you would want to do is to reinstall
your Windows. Because till this point, you can be sure that it’s the software
and not a hardware issue.
Since you can’t turn your computer on, there’s no way to get access to your
file. However, there are methods to backup your files from the hard drive. A
clean installation will help to reset everything back to normal, should your
system is infected or corrupted.

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2. Slow Internet
Nothing can be more frustrated than a slow

internet connection. I know, you can’t enjoy that
famous Netflix show or stay connected on
Facebook.
But this problem is usually pretty easy to deal with. The problem lies in 2
areas, i.e. internal issue ( issues related to your internet appliance) and
external ( related to your Internet Service Provider )
Solutions:
1. Restart the modem
This solution is just like how you would resolve any gadgets. Sometimes a
power fluctuation or overused of the internet modem can overload it.
In order to reset everything back to normal, simply switch off the modem,
wait for few minutes and turn it back on. You should be good to go in most
cases.
2. Fix your wifi signal

Speaking of wifi, you might find that your router and internet are fine, but
your wireless signal is weak. This can cause a slowdown—or, at minimum, a
latency-filled browsing experience. In that case, you may need to reposition,
tweak, and boost your router with a few tricks.
Check out this link here to find out how to fix your wifi signal with some
good tips.
3. Kill any unwanted background software

Sometimes, background processes like software updates or any other
programs that require internet maybe pulling your data, hence slow down
your internet speed.
By simply check your task manager, you can see the list of this software and
are able to kill them off. Turn off any automatic updates in the setting and
this should help.
4. Contact your ISP

If none of the above works, your problem is maybe an external issue, i.e.
from your internet service provider.
This could be something like a network upgrade, bad weather, wires fixing,
etc. Definitely, they will assess your internet signal and inform you of the
necessary action to take.

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3. PC Becoming Slow
I know that kind of feeling you feel when it

takes like 5 minutes to open just an app. Well,
this is another common computer problems
people face in their daily lives.
The root cause is usually due to the duration of how long you have been
operating the PC. A computer that is older than 2 years will experience this,
regardless of their specifications.
Solutions:
1. Find resource-hungry program
With your system full of programs, there will definitely be one or two
programs that use lots of your resources, for instance, a ram.
To find out, open the Task Manager. You can right-click your taskbar and
select the “Task Manager” option or press Ctrl+Shift+Escape to open it. On
Windows 8, 8.1, and 10.
Click the “CPU,” “Memory,” and “Disk” headers to sort the list by the
applications using the most resources. If any application is using too many
resources, you might want to close it normally — if you can’t, select it here
and click “End Task” to force it to close.
2. Disable startup program

Autostart programs during system startup can be the major reason why
your PC is slowing down.
On Windows 8, 8.1, and 10, there’s now a startup manager in the Task
Manager you can use to manage your startup programs.
Right-click the taskbar and select “Task Manager” or press

Ctrl+Shift+Escape to launch it. Click over to the Startup tab and disable
startup applications you don’t need.
Windows will helpfully tell you which applications slow down your startup
process the most.
3. Scan for malware and adware

Day-to-day usage of computers can make you accidentally catch malware
and adware.
These are usually small malicious programs, caught from the internet when
we browse or download something.

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These programs are designed to steal your information and to that, they
have to transfer information over the internet, which can potentially slow
down your system.
To remove them, simply use your built-in anti-virus software to scan and
detect. For more information on how to remove spyware and adware, check
out my article here.
4. Windows Update Problem
Windows update errors can occur due to a

bunch of reasons. Causes include Windows
piracy, core files missing, license issues, etc.
The problem is, however, not that serious. But if you still want to have the
latest software and security installed, you have to fix it.
Solutions:
The solution is quite straight forward. With an in-built error detection and
troubleshooting, Windows has its own mechanism to fix this.
But if you still cannot fix it, I recommend going through the official Microsft
Windows update errors fixing walkthrough here.
5. Noisy Hard Drive

Hard drives are usually nearly silent but some do make a muted clicking
sound when they’re being accessed or turned off — this
is completely normal.
On the other hand, if you start hearing noises only occasionally or noises
that you’ve never heard before — like clicking, grinding, vibrations, or
squealing — your hard drive may be failing.
Solutions:
1. Make sure the sound comes from the hard drive
Usually, when we hear the sound from our computers, it’s a hard drive
sound. So when the sound suddenly gets louder, we assume that it’s from
the hard drive.
To check this, you can simply unplug the power and data cables from the
hard drive and reboot the system. If you still hear the sound, the issue is
not with the hard drive.
2. Run a diagnostic software

If you’re certain that the sound comes from the hard drive itself, you can
run a free hardware diagnostic software which is already available on many
computers or available on the internet.

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3. Replace the hard drive
If the diagnostic software fails, it simply means there is an issue related to
the hardware of the drive. If in that case, there is nothing you can do except
to replace it.
Remember to make a back up of your files before replacing it.
6. PC Fan Not Working

Another common computer hardware
problem here. However, people usually get panic
when the fan stops working.
In reality, that it is normal behavior for the CPU fan to stop spinning when
the CPU temperatures are low or you are not running any power-hungry
applications.
In most cases, it’s happening due to the motherboard, and not the fan itself.
Solution:
1. Determine the root cause
As mentioned, the motherboard is usually the main reason why the fan
stops spinning. This could happen because the fan isn’t installed well on the
board or there’s a problem on the board wires.
To check this, simply connect the fan to the external power source and see if
it’s still working. If not, then the problem is with the fan itself.
2. Assess the fan

Three common issues related to the fan are:
1. CPU Fan Save Dusts

2. The Bearing of the CPU Fan is Stuck
3. CPU Fan is Broken
For the first case, you can simply clean it with a cloth. For the second and
third cases, which are the more serious case here, you need to
hire professional computer repair service to replace the part.
7. Printer Isn’t Printing

There are many reasons why your printer won’t print, so start with the
basics such as checking to see whether there is an error message or warning
light on the printer.
Make sure there is paper in the tray(s), check the ink or toner cartridges
aren’t empty, the USB cable is plugged in or the printer is connected to Wi-
Fi.
The solution provided below will help you solve most of the underlying
issues.

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Solution:
1. Restart the printer
By simply cancel all the active printing work and restart the printer can do
many wonders.
This is because the printer might be overloaded or the new ink cartridges
are being installed. So to get the things in place, simply restart the device.
2. Check for issues on the computer

Every printer has its own driver and is connected to the computer. So
should there be any issues related to it, the system will display that, along
with the device troubleshooting mode.
Mostly things can be fixed at this point. Make sure your printer driver is up
to date and is functioning normally.
8. Blue Screen Of Death (BSOD)

A Blue Screen of Death (BSoD) — also referred to as “blue screen,” “stop
error,” or just “system crash” — will happen after a critical error that the
system is unable to process and repair automatically.
Usually, you may see a blue screen while upgrading to a new version of
Windows, during startup, or suddenly while actively using the computer,
and the most frustrating thing is that it’s just a screen with a blue
background and a sad character face without enough information to figure
out the problem.
Solutions:
1. Check that there is enough space for updates
BSOD is usually a problem occurring due to corrupted files, file system
failures and system spaces.
Sometimes, your system space may get filled during the update, causing
some of the files to be missing, hence resulted in a corrupted file.
2. Scan your system for viruses

Some viruses can cause a Blue Screen of Death, especially ones that infect
the master boot record (MBR) or boot sector.
3. Update your hardware drivers

Most Blue Screens of Death are hardware or driver related, so updated
drivers could fix the cause of the STOP error.
4. Return BIOS settings to their default levels.

An overclocked or misconfigured BIOS can cause all sorts of random issues,
including BSODs.
5. Perform diagnostic tests on all hardware you’re able to test

It’s highly likely that the root cause of any given Blue Screen of Death is a
failing piece of hardware

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9. Computer Freezes
A slow or aged computer can freeze from time to time. The main reason
behind this is due to lack of enough resources.
Before regularly encounter this problem, your Windows should start

becoming slow first. To fix that, you can read the above point.
10. System Automatically Restart

Last but not least for common computer problems here, and quite the most
frustrated one too!
There are many reasons for this problem. It can be a result of various
issues, including corrupted drivers, faulty hardware, and malware infection,
among others.
It can be difficult to pinpoint exactly what keeps your computer in a reboot

loop. In most cases, it usually happens after the Windows update.
Solutions:
1. Deleting bad registry files
Before you do this, you have to be completely confident that you can
complete the process without making any mistake.
Keep in mind that the Windows Registry is a sensitive database. Even

misplacing a comma can cause damages to your computer! As such, I
suggest you opt for a one-click solution like Auslogics Registry Cleaner.
This freeware automatically searches for duplicate or corrupted registry files.
2. Updating drivers
When your drivers are outdated, it is possible for your computer to get stuck
in a reboot loop. This is because your devices are not able to properly
communicate with your system.
As such, it is important to check if your drivers are up to date
3. Checking hardware issues

In some cases, a computer may keep on restarting because of faulty
hardware. The three main hardware to check on are:
1. RAM
2. CPU
3. External Devices
4. Scanning for viruses or malware

It is possible that your computer has been infected by a virus or malware –
that is why it keeps on restarting. You can run a complete virus scan by
using Windows Defender.

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On the other hand, you can also opt for 3rd party programs like AVG
antivirus or Trend.
Recap
Here are the 10 computer problems and solutions:

2. Slow Internet
3. PC Becoming Slow
5. Noisy Hard Drive
8. Computer Freezes
SELF-CHECK 3.1-4
Enumeration: What are the common PC problems and solutions?

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ANSWER KEY # 3.1-4

2. Slow Internet
3. PC Becoming Slow
5. Noisy Hard Drive
9. Computer Freezes

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LEARNING OUTCOME 2
LOOK FOR SOLUTIONS TO ROUTINE PROBLEMS
CONTENTS:
- Current industry hardware and software products and services

- Industry service and helpdesk practices, processes and procedures
- Operating systems
- Industry standard diagnostic tools
- Malfunctions and resolutions.
- Root cause analysis
1. Potential solutions to problem are identified

2. Recommendations about possible solutions are developed,
documented, ranked and presented to appropriate person for
decision
CONDITIONS:
- Assessment will require access to a workplace over an extended period,

or a suitable method of gathering evidence of operating ability over a
range of situations.
METHODOLOGIES:
ASSESSMENT METHODS
- Demonstration
- Observation

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LEARNING OUTCOME # 2 . LOOK FOR SOLUTIONS TO ROUTINE PROBLEMS

- Operating systems
If you feel that you are now
module
1
- Root cause analysis If you feel that you are now
module.
2

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OPERATING SYSTEMS
A. Identify the operating system.
An Operating System (OS) is an interface between a computer user

and computer hardware. An operating system is a software which performs
all the basic tasks like file management, memory management, process
management, handling input and output, and controlling peripheral
devices such as disk drives and printers.
Some popular Operating Systems include Linux Operating System,
Windows Operating System, VMS, OS/400, AIX, z/OS, etc.
Definition
system is a program that acts as an interface between the user and the computer
hardware and controls the execution of all kinds of programs.
some of important functions of an operating System.
 Memory Management
 Processor Management
 Device Management
 File Management
 Security
 Control over system performance
 Job accounting
 Error detecting aids
 Coordination between other software and users
Memory Management
agement refers to management of Primary Memory or Main Memory. Main memory is a
large array of words or bytes where each word or byte has its own address.
y provides a fast storage that can be accessed directly by the CPU. For a program to be
executed, it must in the main memory. An Operating System does the
following activities for memory management −

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 Keeps tracks of primary memory, i.e., what part of it are in use by
whom, what part are not in use.
 In multiprogramming, the OS decides which process will get memory
when and how much.
 Allocates the memory when a process requests it to do so.
 De-allocates the memory when a process no longer needs it or has
been terminated.
Processor Management
ramming environment, the OS decides which process gets the processor when and for
how much time. This function is called process scheduling. An Operating
System does the following activities for processor management −
 Keeps tracks of processor and status of process. The program
responsible for this task is known as traffic controller.
 Allocates the processor (CPU) to a process.
 De-allocates processor when a process is no longer required.
Device Management
System manages device communication via their respective drivers. It does the following
activities for device management −
 Keeps tracks of all devices. Program responsible for this task is
known as the I/O controller.
 Decides which process gets the device when and for how much time.
 Allocates the device in the efficient way.
 De-allocates devices.
File Management
is normally organized into directories for easy navigation and usage. These directories
may contain files and other directions.
System does the following activities for file management −
 Keeps track of information, location, uses, status etc. The collective
facilities are often known as file system.
 Decides who gets the resources.
 Allocates the resources.
 De-allocates the resources.
Other Important Activities

some of the important activities that an Operating System performs −
 Security − By means of password and similar other techniques, it
prevents unauthorized access to programs and data.
 Control over system performance − Recording delays between
request for a service and response from the system.
 Job accounting − Keeping track of time and resources used by
various jobs and users.
 Error detecting aids − Production of dumps, traces, error messages,
and other debugging and error detecting aids.

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 Coordination between other soft wares and users − Coordination
and assignment of compilers, interpreters, assemblers and other
software to the various users of the computer systems.
SELF-CHECK 3.2-1
: what are the important functions of an operating System?
ANSWER KEY # 3.2-1
1. Memory Management
2. Processor Management
3. Device Management
4. File Management
5. Security
6. Control over system performance
7. Job accounting
8. Error detecting aids
9. Coordination between other software and users

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ROOT CAUSE ANALYSIS
What is Root Cause Analysis?
Root Cause Analysis is not a clearly defined

methodology but a problem-solving process for
investigating an identified incident, problem,
concern, or non-conformity.
Root Cause Analysis is a process to perform

systematic analysis to uncover the fundamental or
deep-seated causes of an incident, failure, or
problem.
RCA facilitates continuous improvement (of

processes and systems) and improves business by
identifying ways to resolve problems that lead to
process failures.
As the user evolves with the process of root

cause analysis, its use changes from reactive
(performing RCA once the incident has occurred)
to proactive (performing RCA to avoid an incident)
so that problems are forecasted ahead of time.
Based on the domain it’s being applied on, root

cause analysis can be broadly classified as:
1. Safety-based root cause analysis: Mainly used for accident analyses,

safety, and healthcare.
2. Production-based root cause analysis: Primarily used in quality
control and industrial manufacturing.
3. Process-based root cause analysis: Used as a follow-up from
production and business processes.
4. Failure-based root cause analysis: Typically used in engineering and
maintenance.
5. Systems-based root cause analysis: Putting together the ideas from
change management, risk management, and systems analysis, this
process is the merger of the approaches mentioned above
How to Perform Root Cause Analysis
The primary goal of Root Cause Analysis is

to identify the underlined cause of a problem,
which, in turn, results in benefits such as
improvement of the quality of the products and
services. However, RCA must be performed

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systematically to ensure the intended benefits are
achieved.
The individual/team conducting the RCA

must stay on each step and exhaust all the
possibilities before advancing to the next. So,
while there are different techniques in establishing
the primary problem, the underlying hierarchy to
conduct the RCA remains the same, which is:
Step 1: Define the problem (or areas of improvement)

A problem well defined is a problem half-solved!
The very first step is to ‘specifically’ and ‘clearly’ define the issue at hand in
the form of the ‘problem definition’. Once outlined, stakeholders involved in
the RCA process should review the problem definition for its accuracy and
viability.
Step 2: Assemble as much data and inputs as possible.

You can’t find what you don’t know.
Next, one should gather enough information/evidence around the problem
statement to understand the problem comprehensively. Try to seek as much
qualitative and quantitative data about the problem statement as possible.
This step uses the Root Cause Analysis tools and techniques elaborated
below.
Step 3: Locate the causes

With enough data available to you, now you should review each of the
causes identified and try to pin-point the underlined/root cause behind the
issue. Again, the tools and techniques below will be of assistance.
Step 4: Find the solutions

This step is about coming up with the resolution for the root cause identified
above. The solution could be:
 Corrective Solution: A short term or stopgap measure to tackle the

problem at hand. This solution addresses the ‘direct’ and ‘evident’
cause of the issue.
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 Preventive Solution: A more thought about and long term resolution
that targets the ‘root cause’ and prevents it from re-occurring.
Step 5: Create actionable strategies (or plans) to implement the

solution
With the solution defined, it’s time to devise the plan to incorporate the
solution methodically. This step will involve identifying and recording:
 activities required to implement the solution

 resources needed for the activities
 schedule of activities
 users responsible for the activities
 any additional aspects around the solution’s implementation
Step 6: Monitor the solution and confirm if it works

The last and quite essential step in the RCA process is to regularly monitor
the solution post its implementation and ensure it stays viable and doesn’t
let the root cause re-occur.
Reference:https://thebusinessanalystjobdescription.com/root-cause-
analysis-steps-techniques-and-best-practices/
SELF-CHECK 3.2-2
Enumeration: What are the 6 steps of a root cause analysis?
ANSWER KEY # 3.2-2
Step 1: Define the problem (or areas of improvement)

Step 2: Assemble as much data and inputs as possible.
Step 3: Locate the causes
Step 4: Find the solutions
Step 5: Create actionable strategies (or plans) to implement the solution
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Step 6: Monitor the solution and confirm if it works
LEARNING OUTCOME 3
RECOMMEND SOLUTIONS TO PROBLEMS
CONTENTS:
- Standard procedures
- Documentation produce
1. Implementation of solutions are planned

2. Evaluation of implemented solutions are planned
3. Recommended solutions are documented and submit to appropriate
person for confirmation
CONDITIONS:
- Assessment will require access to a workplace over an extended period,

or a suitable method of gathering evidence of operating ability over a
range of situations.
METHODOLOGIES:
ASSESSMENT METHODS
- Demonstration
- Observation
LEARNING OUTCOME # 3. RECOMMEND SOLUTIONS TO PROBLEMS

- Standard procedures
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If you feel that you are now
module
2. Answer self-check
3.3-1
1
- Documentation produce If you feel that you are now
module.
2

STANDARD PROCEDURES
A. Identify the standard procedure.
STANDARD PROCEDURES

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A prescribed procedure to be followed routinely. synonyms: SOP, standard
operating procedure, standing operating procedure. Types : lockstep. a standard
procedure that is followed mindlessly.
How do you write standard operating procedures

Step 1: Decide how to format your SOPs
You can choose from a variety of structures and formats when it comes to
presenting your standard operating procedures. Large companies will
probably want to adhere to the international standard ISO 9000 or
something similar.
It’s not required to follow international rules to write a good standard
operating procedure. You can write a SOP with the following structure:

 Intro
 Summary
 Details
 Overview
 Related checklists
The format you choose depends on a number of variables – as a large

company, you’ll need to have SOPs that adhere to the company’s internal
policies and standardizations. As a solopreneur, in contrast, you’ll likely
lean towards a much simpler presentation.
Here are three main formats you can choose from:

A simple checklist – outline all the tasks involved so that it looks like a
to-do list. This approach has advantages for small teams who don’t require
detailed instructions. This approach means you can build SOPs quickly
and your people can do so as and when they perform new tasks.
A complex linear checklist – this is an expanded version of the previous
option. Your checklist should contain as much detail in the process as
possible. A single task may require a sub-checklist of further tasks to
expand on the process. The goal is to document a process so watertight
that anyone could take over and perform the tasks.

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Source
A process flow diagram – use a flow diagram as a way of visualizing your
standard operating procedure and how all the parts fit together to form a
whole.
Source
Step 2: Bring together the relevant stakeholders
SOPs shouldn’t be created in a vacuum. If you’re creating them to
document particular workflows, tasks and processes then you should
communicate clearly with the people already in charge of performing them.
If you manage a team already working each day on the tasks you want to
document, you should get an idea of best practices from them and
incorporate these into your SOPs. Creating your processes collaboratively

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not only brings more expertise and scrutiny over the work, but the people
following your SOPs will feel more of a sense of ownership over them.
Step 3: Discover your purpose

Think about what you want to achieve as you create your standard
operating procedures. If they are completely new, then you are trying to
build functional systems. If you want them to function well, then you’ll
need to make sure the priorities of the processes align with business
priorities.
If your SOPs are documenting existing workflows and processes, then you

need to consider what your pain points are. If your existing processes are
letting you down, then you need to figure out what you can do to change
them. The current system may be too slow or producing a product that’s
not of sufficiently high quality.
You’ll need to create a detailed process breakdown of the tasks involved

and ensure the standards are met every time the task is completed.
 Step 4: Identify the structure of your SOPs
In a large company, your standard operating procedure will be

structured as a formal report, including a cover page with the title
and related reference materials, followed by a list of chapters and
the process itself.
In a small company, your SOPs are likely to be much less formal.

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Decide on a common sense structure and follow it for all your SOPs.
Here’s a list of example structures:

o
 Neatly formatted narrative
 Step-by-step bulleted or numbered lists
 Tables
 Step-by-step photos
 Step-by-step graphics
 Flowcharts
 One-page graphics
 Checklists
Frontline staff may prefer step-by-step lists supported by photos and

graphics for quick reference, while legal and management may be
comfortable with more detail and clearly formatted pages of text.
Step 5: Define the scope of the procedure

If you’re formulating a set of standard operating procedures for the
product team’s work, you should focus on them and their needs. You
need to understand where to draw the line to stop you straying into
the remit of other teams or departments.
 A workflow may in fact involve multiple teams but you should know
from the start whether this is the case. Clearly define the limits of
your work or you’ll end up with scope creep.
Work out what you’re dealing with – what action defines the
beginning of the process? What action signals the end of the
process? Defining your scope is essential to creating a successful
SOP.
Schedule a demo with one of our experts to take a deeper dive into
Document360!
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Step 6: Use a consistent style
It’s worth saying again that if you’re working for a large corporation
your soaps are going to be a lot more formal than your startup team
of three. Whether you’re going to be using professional formal
language or not depends upon the setting you’re in.
The following tips are applicable no matter what company you work
for:
Begin with action commands – always use a verb at the beginning
of a statement for a task. This kind of language clearly
communicates what you have to do and is impactful for your
audience.
Be concise – make an effort not to digress in a SOPs manual.

Ensure your writing is clearly and transmits only the most essential
information.
Make it scannable – don’t make your readers sift through

paragraphs of text to find what they need in your SOPs. Include the
actionable sections first and put the explanation afterwards. Use
headers to break up your text.
Step 7: Work out the necessary steps in the process
This is the step where you put in the hard work of laying out your
SOP. Walk through the procedure from start to finish noting down
every step in the process. Ask for input and discussion across the
team, and note down any extra steps that are suggested.
Once you have the skeleton of the procedure, go through and

examine each task you have recorded and figure out if any sub-tasks
are required. Are there any steps of the procedure that require
further explanation? Spell it out in a subtask.

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Step 8: Assess potential problems in your process
Once you’ve written your process down, it’s time to work out where
things are likely to go wrong. Where is failure likely to happen when
executing your SOP?
If you’re using your SOP to document a manufacturing process, you

can run the calculations to see whether your SOP works properly.
Maybe your process leads to high output in terms of production but
has problems when it comes to distribution? Every business is
different and problems are likely to occur in unique ways.
Step 9: Test your SOP

Now you’ve finished your SOP it’s time to see whether it actually
works in practice. Ask the people who are actually following your
instructions to test them out and find any bugs in the process.
We’ll look at a sales example – say you have a team of 10 and you set
3 people to follow the new procedure. This controlled test of the new
SOPs will allow you to gather comparative data on the performance
of the new and existing model.
 If you’re happy that your new business process is superior to the
previous one then you can implement it straight away.
Step 10: Launch your SOP into the world

Your SOP is now ready to be finalized and implemented in your
business. If you’ve followed these instructions from beginning to end
then your SOPs are guaranteed to improve your operations.
Once your standard operating procedure is complete, you need to

communicate the new manuals to your team and ensure they are
followed.
 Create and implement a roll-out plan and inform staff that SOPs are
changing. Hold launch events and training to introduce the new
SOPs to your staff.
SELF-CHECK 3.3-1
Enumeration: What are the steps in write standard operating procedures

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ANSWER KEY # 3.3-1
Step 1: Decide how to format your SOPs

Step 2: Bring together the relevant stakeholders
Step 3: Discover your purpose
Step 4: Identify the structure of your SOPs
Step 5: Define the scope of the procedure
Step 6: Use a consistent style
Step 7: Work out the necessary steps in the process
Step 8: Assess potential problems in your process
Step 9: Test your SOP
Step 10: Launch your SOP into the world

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DOCUMENTATION PRODUCE
A. Identify documentation procedure?
What is the meaning of documentation process?

Process documentation is the method of
internally capturing all the information necessary
to properly execute a business process within your
organization. It is a continuous activity that must
be carried out as processes are built in order to
ensure delivery of the desired outcome.
A document production process
The process of producing documents is an

iterative process involving drafting, checking, and
revising the document. It should continue until a
document of acceptable quality is produced. The
acceptable quality level depends on the document
type and the potential readers of the document.

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What should documentation of procedures include?
Follow these steps when documenting processes for your business:
 Identify the process.
 Define the scope.
 Set process boundaries and measurements.
 Determine process outputs and inputs.
 Organize the process steps.
 Describe team members involved.
 Visualize the process.
 Consider exceptions to the normal process flow.
SELF-CHECK 3.3-2
Enumeration: what are the steps when documenting processes for your
business?

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ANSWER KEY # 3.3-2
1. Identify the process.
2. Define the scope.
3. Set process boundaries and measurements.
4. Determine process outputs and inputs.
5. Organize the process steps.
6. Describe team members involved.
7. Visualize the process.
8. Consider exceptions to the normal process flow.

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CBLM Unit 3

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COMPETENCY BASED LEARNING MATERIALS

Sector: AGRICULTURE AND FISHERY SECTOR

Qualification: ORGANIC AGRICULTURE PRODUCTION NC II

Module Title: SOLVING/ADDRESSING GENERAL WORKPLACE PROBLEMS

INSERT COMPANY NAME

Welcome to the Module SOLVE/ADDRESS

The unit of competency is SOLVE/ADDRESS GENERAL WORKPLACE

You are required to go through a series of

Recognition of Prior Learning (RPL)

If you can demonstrate to your trainer that you are

Date Develop: Document No.:

Talk to more experienced workmates and ask for their guidance.

Date Develop: Document No.:

Competenc Unit of Competency Module Title Code

Date Develop: Document No.:

UNIT OF COMPETENCY : SOLVE/ADDRESS GENERAL WORKPLACE PROBLEMS

SUMMARY OF LEARNING OUTCOMES:

LO 1. Identify routine problems

1. Routine problems or procedural problem areas are identified

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- Current industry hardware and software products and services

1. Routine problems or procedural problem areas are identified

The students/ trainees must be provided with the following:

- Assessment will require access to a workplace over an extended

- Distance Learning /Modular

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LEARNING OUTCOME # 1 IDENTIFY ROUTINE PROBLEMS

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INFORMATION SHEET 3.1-1

ESSENTIAL HARDWARE FOR YOUR BUSINESS

Regardless of the industry you operate in,

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The desktop or laptop computer

When looking for a computer for your

Regardless which system you choose, you

 Android – Owned by Google, you will find a wide variety of devices

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INFORMATION SHEET 3.1-2

INDUSTRY MAINTENANCE, SERVICE AND HELPDESK PRACTICES,

A . I d e n t i f y industry maintenance, service and helpdesk practices,

What is Industrial Maintenance?

Industrial maintenance is the service done

What Types of Industrial Maintenance Are There?

Like any other aspect of industry and

Types of maintenance — incorporating the full spectrum of development and

 Reactive maintenance: Reactive maintenance addresses

Today’s industrial maintenance technology and

 Technicians: While sensors are generally easy to install and operate,

13 IT Help Desk Best Practices You Should Implement

1. Use the Right Help Desk Software System

2. Hire the Right Talent

3. Build & Implement a Service Level Agreement (SLA)

4. Maintain Enough Capacity

5. Use Automated Ticketing Systems

6. Deploy Specialized Help Desk Groups

7. Use Pre-Drafted Responses

8. Be Available on Multiple Contact Channels

9. Grow Your Knowledge/Expertise

10. Aim for First Contact Resolution

11. Follow-Up Resolved Cases

12. Track Your Help Desk’s Performance

 ticket resolution rates;

13. Keep Your Help Desk Employees Happy