T. L. E.

9
COMPUTER SYSTEMS SERVICING
Technology and Livelihood Education – CSS – Grade 9
Quarter 1 – Module 6: Process Improvement Procedure

First Edition, 2020

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 T. L. E. 9
Quarter 1
Self-Learning Module 6
Process Improvement
Procedure
Introductory Message

For the Facilitator:

Welcome to the (Technology and Livelihood Education Grade 9) Self-Learning

Module on (Process Improvement Procedure)!

This Self-Learning Module was collaboratively designed, developed and

reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through mayor, Honorable
Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K to 12
Curriculum using the Most Essential Learning Competencies (MELC) in developing
this instructional resource.

This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character while taking into
consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

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

Welcome to the (Technology and Livelihood Education Grade 9) Self-Learning

Module on (Process Improvement Procedure!)

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 material while being an active
learner.

This module has the following parts and corresponding icons:

Expectations - This points to the set of knowledge and skills

that you will learn after completing the module.

Pretest - This measures your prior knowledge about the lesson

at hand.

Recap - This part of the module provides a review of concepts

and skills that you already know about a previous lesson.

Lesson - This section discusses the topic in the module.

Activities - This is a set of activities that you need to perform.

Wrap-Up - This section summarizes the concepts and

application of the lesson.

Valuing - This part integrates a desirable moral value in the

lesson.

Posttest - This measure how much you have learned from the
entire module.
 EXPECTATIONS

At the end of the learning period, the students should be able to:

1. Understand process improvement

2. Identify different approaches that help the organizations to visually map
process workflows.
3. Analyse the importance of customers feedback in monitoring quality of
service or product

PRETEST

Directions. Read the questions carefully and choose the letter of the best
answer. Write your answer on the space provided.
_______ 1. It is part of a quarterly performance management program that
promotes open communication and development.

a. Customer Feedback c. Evaluation Form

b. Co-Workers Feedback d. Supplier Feedback
_______ 2. These require management supervision, employee reviews and customer
analysis.
a. Evaluation Form c. Process Improvement
b. Monitoring Operations d. Quality Management

_______ 3. It involves a business method of defining, evaluating and enhancing

current business processes in order to maximize performance.
a. Customer Satisfaction c. Process Improvement
b. Monitoring Operations d. Quality Management

_______ 4. It is characterized as a measure that defines how satisfied customers are

with the goods, services and capabilities of the business.
a. Customer Satisfaction c. Process Improvement
b. Evaluation Form d. Quality Management

_______ 5. A document used by managers to assess the success of employees at work.

a. Customer Satisfaction c. Process Improvement
b. Evaluation Form d. Supplier Feedback
 RECAP
Directions: Using the keywords of our previous lesson Module 5: Quality
Standards and Checking Process, pick up at least 2 keywords that you
remembered well, discuss them briefly and concisely. Write down you answer
on the spaces provided.

_______________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

______________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 LESSON

Process Management is the systematic function of defining, evaluating and

enhancing current business processes within an enterprise for improvement and
achieving new targets or quality requirements. This also requires a structured
approach that incorporates a particular technique and various methods that need to
be addressed.
Quality can have two meanings in technical use:
1. Characteristics of a product or service that have an impact on its ability to meet
specified or implied needs.
2. A product or service without any deficiencies. The quality of a product or service
refers to the understanding of the degree to which the product or service meets the
requirements of the consumer. Quality has no definite meaning unless it is related
to a particular feature and/or entity. Quality is a perceptual, contextual, and
somewhat subjective attribute.
Quality Management Terms:
Quality Improvement can be differentiated from Quality Control
in this way. Quality Improvement is an effective change in the
process to increase the quality of the product.
Quality Control is a continuous effort to maintain the integrity
of the process in order to maintain the reliability of the outcome.
Quality Assurance is the prepared or organized activity
required to provide adequate confidence that the product or
service will fulfill the quality requirements.

What is process improvement?

Process improvement involves a business method of

defining, evaluating and enhancing current business
processes in order to maximize performance, follow best
practice expectations or generally enhance the efficiency
and user experience of consumers and end-users.
Process improvement may have several different names,
for examples business process management (BPM),
business process improvement (BPI), business process re-engineering, and continual
improvement process (CIP). Regardless of the name, they all follow the same
objective: to eliminate mistakes, reduce waste, increase profitability and streamline
performance.

Process Improvement Techniques

There are a variety of different methodologies designed to help the company address
process change. Each of them aims to help the company recognize process problems,
correct them, and assess the progress or failure of these improvements.
The following are some of the approaches that help organizations visually map
process workflows.

1. Kaizen promotes continuous improvement, with a strong emphasis on lean

and agile practice. Kaizen focuses on improving quality, productivity and
efficiency through small shifts in day-to-day work or corporate culture in order
to foster an environment that does not punish wrong decisions or mistakes,
but instead works to prevent them from happening again.
2. The 5S model is part of the Kaizen and Lean methodologies and stands for
five key steps: sort, straighten, shine, standardize and sustain. The 5S model
helps to bring more consistency to process improvement and can standardize
process improvement.
3. Plan Do Check Act (PDCA): Also, part of the Kaizen methodology, PDCA
stands for plan, do, check and act. It allows companies to be more successful
in recognizing processes that need enhancement. You first identify the
problem (plan), create and implement a solution (do), evaluate data for
effectiveness (check) then document the final results and implement the plan
if it’s successful (act).
4. Process mapping: Another workflow analysis that helps organizations
visualize a process improvement plan is process mapping. It can also be called
a process flowchart, process chart, functional flowchart and process model.
Eventually, it is the process of creating a flow diagram that provides vital
information on the process workflow from start to finish.

Monitoring Performance Operation

Monitoring operations require management supervision, employee reviews and
customer analysis. It can help to provide clear instructions for workers, which can
contribute to better time management and increased productivity.
What is customer satisfaction?
Customer satisfaction is characterized as a measure that
defines how satisfied customers are with the goods, services
and capabilities of the business. Customer satisfaction
information, including surveys and reviews, will help a
company decide the best way to enhance or modify its products
and services.
What does it take to satisfy the customer?

Organizations do not presume that

they know what the consumer wants.
Instead, it is important to consider
the consumer's voice, using
resources such as consumer surveys,
focus groups, and polling. Using
these resources, companies may gain
deep insight into what their
customers want and better customize
their services or goods to meet or
exceed consumer expectations.
Customer Feedback Form
The Customer feedback form or
feedback form is a way to obtain
feedback from the customer.
Customer Feedback help to enhance
goods or services to measure
customer satisfaction, create the best
customer experience, gives you data
that help to take business decisions,
and also the simple understanding of
business. This is known to be one of
the most effective and inexpensive
approaches for understanding
consumers and assessing customer
satisfaction.

Co-worker feedback is part of

a quarterly performance
management program that
promotes open
communication and
development. The organization
uses these summaries of the
qualities of positive comments
made by its co-workers.

What is supplier feedback?

Supplier feedback is about communicating with the Supplier in relation to the
procurement process. Embedding feedback from suppliers to government
procurement processes informs the government's commitment to continuous
improvement of its relationship with suppliers. Such feedback should be part of your
Supplier Engagement Plan (SEP) implementation.
Supervisors Evaluation Form
Many employees expect daily performance assessments by their supervisor. Such
written, standardized evaluations provide valuable feedback to promote the
professional development and success of employees.
An evaluation form is a document used by managers to assess the success of
employees at work. Evaluation forms cover all aspects of the duties of the employee,
such as his or her productivity and ability to meet the objectives.
Evaluation forms may gather information on employee attendance, on-the-job
cooperation, interaction with others, efficiency, motivation and ethical judgment.
Since evaluations are part of a company's process improvement initiative, these
forms may serve as a justification for supervisors to motivate, terminate or raise their
employees.
 ACTIVITIES
`
Activity 1
Directions. Read and answer the following questions. Write down your answer
on the spaces provided.

1. What is your idea about “process improvement”?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
2. How does “customer feedback” helps in the quality of service and product
monitoring?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Activity 2: Direction. Complete the puzzle by reading the clues below then putting
in the appropriate responses.

Across:

2. This help to enhance goods or

services, and also the simple
understanding of business.
3. These are documents used by
managers to assess the success
of employees at work.
4. It can also be called a process
flowchart, process chart,
functional flowchart and
process model.
5. It allows companies to be
more successful in recognizing
processes that need
enhancement.
Down:
1. It is about communicating
with the Supplier in relation to
the procurement process.
.
 WRAP-UP

Directions. Based on the lesson we have in Module 6: Process Improvement

Procedure, write down your learnings in a piece of paper, post it in your diary,
and share it with your family members.

VALUING

Directions. Read and process the meaning of Sandy Prince quotation. Write
down your insights on the spaces provided.

______________________________________________
______________________________________________

______________________________________________

______________________________________________
______________________________________________

______________________________________________

______________________________________________
 POSTTEST

Directions: Fill in the missing letters to complete the words. Use the definition
provided as your reference.

K Z N
1. It focuses on improving quality, productivity and efficiency through small
shifts in day-to-day work or corporate culture in order to foster an
environment that does not punish wrong decisions or mistakes, but instead
works to prevent them from happening again.

2. It can also be called a process flowchart, process chart, functional flowchart

and process model.

3. A document used by managers to assess the success of employees at work.

4. It is characterized as a measure that defines how satisfied customers are

with the goods, services and capabilities of the business.

5. These require management supervision, employee reviews and customer

analysis.
Activity 1
1. Process improvement involves a business method of defining, evaluating and
enhancing current business processes to maximize performance, follow best
practice expectations or generally enhance the efficiency and user experience of
consumers and end-users.
2. Customer Feedback • It helps improve products and services • It helps you
measure customer satisfaction • It shows you value their opinions • It helps you
create the best customer experience • It gives you data
that help take business decisions.
ACTIVITY 2
ACROSS Posttest
2. CUSTOMER 1. KAIZEN
FEEDBACK 2. PROCESS
3. EVALUATION FORMS MAPPING
4. PROCESS MAPPING 3. EVALUATION Pretest
5. PLAN DO CHECK ACT FORM
1. b
4. CUSTOMER
2. b
SATISFACTIO
DOWN 3. c
N
4. a
1. SUPPLIER FEEDBACK 5. MONITORING
5. b
OPERATIONS
KEY TO CORRECTION
 References

“Quality (Business),” June 7, 2020.

https://en.wikipedia.org/wiki/Quality_(business).

Sirmarmol. “The Dimensions of Quality Refer to the Attributes That Quality

Achieves in: Course Hero.” Accessed July 5, 2020.
https://www.coursehero.com/file/p3dfre/The-dimensions-of-quality-refer-
to-the-attributes-that-quality-achieves-in/.

White, Sarah K. “What Is Process Improvement? A Business Methodology for

Efficiency and Productivity,” August 27, 2019.
https://www.cio.com/article/3433946/what-is-process-improvement-a-
business-methodology-for-efficiency-and-productivity.html.

“How to Monitor Workplace Operations?,” October 17, 2019.

https://mydatascope.com/blog/en/2018/07/11/how-to-monitor-
workplace-operations/.

“What Is Customer Satisfaction?” Accessed July 5, 2020. https://asq.org/quality-

resources/customer-satisfaction.

“Customer Satisfaction Surveys: Measure Customer Satisfaction.” NBRI, July 2,

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satisfaction-surveys/.

“Customer Feedback Form Templates: 13+ Free Xlsx, Docs & PDF Samples,
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https://www.pinterest.ph/pin/619878336188677538/visual-
search/?cropSource=6.

“What Is a Feedback Form? - Definition from Techopedia.” Techopedia.com.

Accessed July 5, 2020.
https://www.techopedia.com/definition/7160/feedback-form.

“What Is a Feedback Form? - Definition from Techopedia.” Techopedia.com.

Accessed July 5, 2020.
https://www.techopedia.com/definition/7160/feedback-form.

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“Supplier Feedback over the Procurement Process – Goods and Services

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feedback-over-procurement-process-goods-and-services-procurement-guide.
“Evaluation Form.” Evaluation Form - How to Create Employee Evaluation Forms.
Accessed July 5, 2020. https://www.smartdraw.com/evaluation-form/.
Sheahan, Kyra. “Definition of an Evaluation Form.” Bizfluent, February 11, 2019.
https://bizfluent.com/facts-6789735-definition-evaluation-form.html.

甘来无敌 “Hand Drawn Family Tree Familytree Family Relationship Family Tree
Diagram, Relationship, Photo Frame, Tree PNG Transparent Clipart Image and PSD
File for Free

wikiHow, “How to Write a Diary,” wikiHow (wikiHow, June 29, 2020),

https://www.wikihow.com/Write-a-Diary
“Post It Note Png #2019039 (License: Personal Use),” purple sticky note png - Clip
Art Library, accessed July 5, 2020, http://clipart-
library.com/clipart/pT7KzEogc.htm.
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http://www.quotehd.com/quotes/sandy-prince-quote-customer-satisfaction-is-
the-most-important-service.