TECHNOLOGY

AND LIVELIHOOD
EDUCATION
9
COMPUTER SYSTEMS SERVICING

Self-Learning Module 1
Work Instructions
Quarter 4
Writer: Neil O. Gagarino
Editors: Maria O. del Barrio, Jhoanna V. Navata
Reviewers: Maria O. del Barrio, Jhoanna V. Navata
 EXPECTATION

At the end of the lesson, the students should be able to:

A. discuss work instructions;
B. compare and contrast the process, procedure and work instructions;
C. appreciate the importance of work instructions in an organization or
company.

PRETEST

Directions: Write if it is a process, procedures or work instructions on the

statement that best describe them. Write your answer on the space
provided.

_________ 1. A collection of connected or interactive activities that turn inputs into

outputs.
_________ 2. Explains how to do it, but doesn't get to all the details on how to do it.
_________ 3. Describe on what is the activity and how to perform it.
_________ 4. Describe on how the activity is performed with detailed information to
accomplish a task or instruction.
_________ 5. Shows all the details of the steps to follow in an activity.

RECAP
Yesterday we discussed “Protocol in Responding to Unplanned
Conditions”. Let us test your memory if you can still recall.

Answer the following questions?

1. What are the protocols or procedures in responding to unplanned
conditions?
2. Why do you think it’s important to have a protocol in responding to
unplanned conditions?
 L E S S ON
Work Instructions
Most of us are confused with these three terms: Business Process,
Procedure, and Work Instructions. In fact, general work instructions is written and
called procedures, and procedure is described as a process. This topic will help you
understand the distinction between the three terms and when to use each word.

Process, Procedure & Work Instructions

The ISO 9001:2015 standard defines process as "a set of linked or interactive
activities that convert inputs into outputs” (Quality Management Systems —
Fundamentals and Vocabulary). It is possible to classify further that a process may
be a sequence of activities with a time-consuming order that transforms a given input
into an output or a result & product.

ISO 9001:2015 states that the procedure: “is defined by carrying out an
operation or process." When you have a mechanism that needs to happen in a certain
way, and you decide how it is going to work, you have a procedure. The procedure
is mandatory and is necessary for any Quality Management System to be established.
Please notice that not all systems will have procedures that could have been
associated with one or more procedures in the same process. The process needs to
focus on the particular manner in which legal problems, regulatory enforcement or
company policies are carried out. On the other hand the procedures are used for all
operations in which a number of transactions are related and which include specific
individuals or divisions of the organization (e.g. the process for providing fiscal
models inside the Treasury, the procurement method, the Supplier Assessment
Process, the Automation Process of the Invoices, the Method for Risk Function, etc.).

Procedures describe: what's the activity and how to perform it while work
instructions describe: how the activity is performed with detailed information to
accomplish a task or instruction. The purpose of the work instruction is to ensure
that the worker is the intended customer or user.
Work Instructions are documents that explain the basic instructions for
performing such tasks in a simple and precise manner. It may be a step by step guide
for one task or instruction to be followed. It also requires more information than a
procedure and is only generated in detailed or specific step-by-step instructions are
needed.

Differences of Process, Procedure & Work Instructions

A process states what needs to be done and why.

A procedure states how the process needs to be done.
A work instruction explains how to carry out the procedure.

Here is a table comparing the process, procedure and work instruction:

Process Procedure Work Instruction
Flow of activity sequences It’s specific to finish the Describes the right steps
that turn the input process. to perform a particular
elements into results or task
product.
It answers the questions: How was the work How to achieve a
What to do? By Whom? performed, and why? particular task in a
Where it takes place? method using clear &
When it happens? detailed directions?
Work arrangements Mandatory method Compulsory instructions
Can respond within 1 or It consists of one or more Focus on the instruction
more procedures work instructions of 1 task
Participate more than one Participate in more than Participate only one role
role one role
Summaries of activities Explains how to do it, but Shows all the details of
doesn't get to all the the steps to follow in an
details on how to do it. activity

Parts of Work Instructions?

• Title/Overview- describes what the Work Instructions do.

• Objective- describes the objective and what the user can expect to
happen after they have completed the activity.
• Triggers/Instructions- identify any triggers needed to start the
activity.
• Inputs- describes any feedback needed from other
procedures/processes, department, etc.
• Outputs- describes the outputs produced by the Work Instruction.
How to write step-by-step work instructions?

1. Describe the specific instructions for the work. Identify roles and
responsibilities.
2. Give each activity its own title.
3. One role activity. Don’t combine two roles in the same step.
4. Number each step.
5. Use consistent formatting.
6. Write a control-Version#, Date, Doc name, Detail of change, Review
date, etc.

Sample Template of Work Instructions

Importance of Work Instructions

A person may exactly know and understand the work instructions or SOPs
(standard operating procedure) if it is written clearly, simply & specifically. It reduces
risk since the probability of something going wrong is decreased. It also increases
efficiency; work instructions ensure the people doing it are transparent and
conscious of the very best way of doing a job.

Work instructions should provide a very clear instructions on how they should
perform the tasks. There should be no room for interpretation not even unclear to
them to avoid confusion on the workers. This means that the instructions are all
clear, brief, simple to follow and easy to understand.
 The quality of work is the result of the product. It can only be achieved by
consistent execution of various instructions specific to the job. It is clear that by
following specific work instruction, the chances of making mistakes would be
minimized. If written in a precise and most appropriate way, it will serve as reliable
and accurate information for the workers. They will know what actions to take, when,
where, how and for what results.

It is therefore created to guide workers in four quality areas:

training/preparation, reference or comparison, problem solving and continuous
improvement.

ACTIVITY

Directions: Answer the series of questions and activities below:

1. In your own point of view what is work instructions? You can give examples
as you discuss the work instructions.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________.
2. What are the parts of work instructions? Use the descriptions below to identify
the parts of work instructions.
_____________ describe what the Work Instructions do.
_____________ describe the objective and what the user can expect to happen
after they have completed the activity.
_____________ identify any triggers required to start the activity.
_____________describe any inputs required from other
procedures/processes, department, etc.
_____________ describe the outputs generated by the Work Instruction.
3. Compare and contrast the process, procedures and work instruction.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________.
 WRAP–UP
Work Instructions are documents that has a clear and precise description on
the specific instructions to perform certain tasks. It could be a step by step guide to
perform one task or instruction. Also contains more detailed than a Procedure and
only created if detailed step-by-step instructions are needed.
Furthermore, to prove that you have learned something today, complete the
statement below:
I have learned that _________________________________________________________
__________________________________________________________________________________
______________________________________________.

VALUING
1. What will happen to an organization without work instructions? How work
instructions help an organization or company?
___________________________________________________________________________
___________________________________________________________________________
_________________________.

POST TEST
Directions: Arrange in chronological order the step-by-steps on how to write
the work instructions. Write only the number on the space
provided.
__________Document Control-Version#, Date, Doc name, Detail of change, Review
date, etc.
__________One role activity. Don’t combine two roles in the same step.
__________Describe the detailed instructions for the work. Identify roles and
responsibilities.
__________Give each activity its own title.
__________Number each step. And use consistent formatting.