MO 6 Record Client Support Requirements

Dire Dawa Labor
በስራ ክህሎትና ቴክኖሎጂ ልማት ቢሮ የቴ/ሙ/ት/ስ ኤጀንሲ
Hardware and Networking

Service Level II
TTLM Code: CON MAS2 TTLM 0112v1

Introduction
This Teacher’s Guide is developed to assist you in delivering the Hardware and
Networking Service Level II training program. It is usually designed as a resource to
support the learning activity.
The Hardware and Networking Service Level II Training is developed to equip the
trainees with the required competences in Connecting Internal Hardware
Component, Installing and Optimizes Operating system Software, Operating
Database Application, Administrating Network and Hardware Peripherals, Caring for
Network and Computer Hardware, Recording Client Support Requirements, Applying
Problem - Solving Techniques to Routine Malfunction, Implementing Maintenance
Procedures, Maintaining Equipment and Consumables, Preventing and Eliminate
MUDA, Updating and Documenting Operational Procedures. The Program is
consisting of eleven (11) learning modules covering the eleven (11) units of
competence.
This teacher’s guide covers all the eleven (11) learning modules and it will assist you
in delivering the said program and achieving its learning objectives and outcomes. It
also provides information in the organization of the learning guides and assessment
packets. The learning guides are aid to the trainees by telling them what need to do,
when and how to do it and the expectations once the learning activities are
completed. While the assessment packet guides you in developing the tools or
instruments to measure trainee’s overall achievement of the stated competence.
Thus, it is important for you to understand the design of this program and the
mechanics in which it shall be delivered.
Your role as the teacher is to provide opportunities aimed at helping the trainees
develop and improve their competences. You are expected to guide and assist them
as they go through the learning activities and actual work.
Teacher’s Guide for Hardware and Networking

Service Level II Date: October 2016 Page 1 of 33
Version: 1 Revision: 0
Author: FTVETA – TVET Outcome Based Training Core Process
Learning Modules
Unit of Competence Learning Modules and Code

EIS HNS2 061221 Connect Internal Hardware EIS HNS2 M01 0322
Component Connecting Internal Hardware Component
EIS HNS2 02 1221 Install and Optimizes EIS HNS2 M02 0322
Operating system Software Installing and Optimizes Operating system
Software
EIS HNS2 01 1221 Operate Database EIS HNS2 M03 0322
Application Operating Database Application
EIS HNS2 03 1221 Administrate Network and EIS HNS2 M04 0322
Hardware Peripherals Administrating Network and Hardware
Peripherals
EIS HNS2 08 1221 Care for Network and EIS HNS2 M05 0322
Computer Hardware Caring for Network and Computer Hardware
EIS HNS2 10 1221 Record Client Support EIS HNS2 M06 0322
Requirements Recording Client Support Requirements
EIS ITS2 07 0811 Apply Problem -Solving EIS HNS2 M07 0322
Techniques to Routine Applying Problem -Solving Techniques to
Malfunction Routine Malfunction
EIS HNS2 04 1221 Implement Maintenance EIS HNS2 M08 0322
Procedures Implementing Maintenance Procedures
EIS HNS2 05 1221 Maintain Equipment and EIS HNS2 M09 0322
Consumables Maintaining Equipment and Consumables
EIS HNS2 11 1221 Prevent and Eliminate EIS HNS2 M010 0322
MUDA Preventing and Eliminate MUDA
EIS HNS2 09 1221 Update and Document EIS HNS2 M011 0322
Updating and Document Operational
Operational Procedures
Procedures

Learning Outcomes and Assessment Criteria
Unit of Competence Record Client Support Requirements
Module Title EIS HNS2 M0 6 0322 Recording Client Support Requirements
Unit 1 Log requests for support
Assessment Criteria  Client support requests and requirements are recorded
according to organizational standards
 Client support history and details are reviewed
 The information is checked and requested for accuracy and
urgency according to organizational standards
Unit 2 Prioritize support requests with appropriate personnel
Assessment Criteria  Relevant guidelines are identified for prioritizing or rating client
requests
 Client requests are prioritized based on its criticality or impact
on the business
 Requests are referred to an appropriate person or department
for assistance
 Appropriate persons involved with client support are to be
communicated
Unit 3 Receive and Respond to Workplace Communication
Assessment Criteria  Gathering required information
 Recording Instructions/ information properly
 Taking immediately action based on information received
 Reading and interpreting written notices and instructions
according to organizational guidelines
 Following routine written instruction in sequence

Training Mechanics
The Outcome-Based Training is one form of an independent learning approach.
This approach enables trainees to be master of their own environment and in charge
of their learning. It is also characterized by the integration of theory and application
as two dimensions of an effective learning process. In this program, the outcome-
based system is consisting of a combination of lecture-discussion, individualized
learning activities, mentoring, field immersion and feedback.
In this program the trainees will be given individual learning guide to go through and
accomplish. They will be instructed through this learning guide to accomplish
learning activities as part of the mechanism for transfer of learning from the training
situation to the job situation. For each competence area, trainees will formulate a
specific learning plan as a guide for applying their learning to work setting and for
their own continuing self-development. At this point, your role as the
teacher/facilitator is to guide the trainee in preparing and accomplishing their plan.
Lecture and discussion of the topics outlined in the session plan should be
performed first before the trainees are instructed to go to the workshop. You are
also required to demonstrate the correct steps/procedures and techniques to your
trainees before you let them practice. Insure that they are practicing safely.
Most part of the training activities will be conducted in the workshop for better
development of specific skills. Aside from motivating them to relate concepts and
skills to their own work situations, make sure to provide the necessary opportunity for
competence practice and better internalization of such concepts and techniques.
The trainees should also be provided the opportunity to blend with the actual working
unit in the industry.
In this system, it is important to develop a sustained relationship with the trainees

through a continued involvement, where you are to offer support, guidance and
assistance as the trainee go through the learning activities and actual work.
With the mentoring approach, the trainees are grouped in learning teams with one
facilitator-mentor per team. Before learning session or workshop start in the
morning, each team and mentor meets to give feedback regarding their work, or how
the group improves, acquire set of skills for the members to become more effective
trainees. You are also to asses them at the end of each module. However, they
have to be ready before the assessment and it should be them to request for it.
Before the training start you should conduct an orientation session to brief the
trainees on how the training will proceed.

Session Plans
Session Plan-1 (M01-LO1)
Module Title Recording Client Support Requirements
LO 1 Log requests for support
Session Objectives: At the end of this session the trainees shall be able to –
 Identify and categories the different internal hardware
components
 Purpose and characteristics of the internal hardware
component
Nominal
Activities Contents Methods
Duration
Sessions 10 mins Introduction to the Module Orientation
Identify the names, purposes, and Lecture-
15 mins
characteristics of motherboards discussion
Identify the Names, Purposes, and Lecture-
15 mins
Characteristics of CPUs discussion
15 mins
Characteristics of Cooling Systems discussion
30 mins
Characteristics of ROM and RAM discussion
30 mins
Characteristics of Adapter Cards discussion
30 mins
Characteristics of Storage Drives discussion
30 mins
Characteristics of Internal Cables discussion
30 mins
Characteristics of Ports and Cables discussion
Individual
Evaluation 15 mins Accomplishment of LAP Test
Activity
Summary 5 mins Wrap-up and Feedback Discussion
Resources  Learning Guide #1
 Applying your typing skill
LO 2 Prioritize support requests with appropriate personnel

 Identify user internal hardware component
 Organize and record user component requirements
Nominal
Duration
Sessions 10 mins Recapitulation Discussion
User Internal hardware component Lecture-
30 mins
discussion
User component requirements Lecture-
30 mins
discussion
Individual
Evaluation 30 mins Accomplishment of LAP Test
Activity
Question and
Summary 5 mins Wrap-up and Feedback
Answer
Resources  Applying your typing skill
 Learning Guide #2

LO 3 Receive and Respond to Workplace Communication
 Obtain technical specifications for the proposed components
 Recommend and assessing the options for final analysis
 Prepare obtain components for installation
Nominal
Duration
Sessions 10 mins Recapitulation Question & Answer
60 mins Technical specification Lecture-discussion
15 mins Final Analysis Lecture-discussion

Prepare For Installation Lecture-discussion
60 mins
and Demonstration
Evaluation 35 mins Accomplishment of LAP Test Individual Activity
Discussion of LAP
Summary 10 mins Wrap-up and Feedback
Test Answers
Resources  Applying your typing skill
 Learning Guide #3
There are two types of evaluation used in determining the extent to which learning
outcomes are achieved. The specific learning outcomes are stated in the modules.
In assessing them, verifiable and observable indicators and standards shall be used.
The formative assessment is incorporated in the learning modules and form part of
the learning process. Formative evaluation provides the trainee with feedback
regarding success or failure in attaining learning outcomes. It identifies the specific
learning errors that need to be corrected, and provides reinforcement for successful
performance as well. For the trainer/facilitator, formative evaluation provides
information for making instruction and remedial work more effective. In this program
the LAP Test serves as the formative assessment.
Summative Evaluation the other form of evaluation is given when all the modules of
the program have been accomplished. It determines the extent to which
competence have been achieved. This will be given in the form of written test for the
underpinning knowledge and demonstration for the attitudes and skills portion. And,
the result of the assessment decision shall be expressed in the term ‘competent or

not yet competent’. In this program the summative assessment shall also serves as
the final examination.
These two types of evaluation form part of the training and they are considered as
institutional assessment.
Evaluation Tools
a) Formative Assessment
 LAP test
b) Summative Evaluation (Trainee Test Guide)

 Comprehensive Written test
► Knowledge Test
 Demonstration with Oral questioning
► Skills + Attitude Test
Evidence Plan (Template)
TVET Program:
Learning Modules covered:
Batch Class:
Demonstration
Ways in which evidence will be collected:

Questioning
Knowledge
LAP Test
with Oral
Test
The evidence must show that the trainee……

(Statement should be in present, singular form, e.g. checks tools following standard
procedures, cleans equipment in accordance with manufacturer’s instructions, etc.)

* Critical criteria
Prepared by: Date:

Checked by: Date:
(Trainee Test Guide Template use for summative assessment)
Logo Name of Institution
TRAINEE TEST GUIDE

PERFORMANCE TEST
TVET Program title

_______________________________
NTQF Level ___
Learning Modules
covered

General Instructions:
a) This practical test covers the following Learning Modules –
 ....
 ....
 ....
 ....
b) You are to accomplish the tasks provided in the specific instructions.
c) You are given ____ hours to complete them.
d) You will be provided with the following to complete the tasks –
 ....
 ....
 ....
e) All your questions and clarifications should be addressed to the teacher

only.
f) Submit this booklet to your teacher upon completion.
g) After you finish this assessment, you are not allowed to copy anything or
tear any page from this booklet.
Specific Instructions:
A. You are to accomplish the following and ....
1. .....
2. .....
3. .....
4. .....
B. ......

Logo Name of Institution
TVET Program and Level

__________________________
KNOWLEDGE TEST
SET A
Name
Batch Class
Date
Final Mark

TVET Program Title and Level
____________
KNOWLEDGE TEST
SET A
TABLE OF SPECIFICATIONS
Total Number Equivalent Earned Marks
Content (Satisfactory/Not
of Test Items Marks Satisfactory
Test I: Multiple Choice Questions
Test II. Matching Type Questions
Test III: Short Answer Questions
Overall Rating
INSTRUCTIONS
Read the directions carefully.
Write your name, batch class and date today in the space provided on the cover
page of this test booklet.
All written responses must be in English. You have 60 minutes to complete this
test, but if you can finish it earlier, you may hand in your booklet to your Proctor.
This is a MULTIPLE-CHOICE, MATCHING TYPE and SHORT ANSWER TYPE of

tests.
TEST I: MULTIPLE CHOICE TYPE

 There are twenty [15] questions in Test I.
 Select the best answer for each question. Do this by encircling the letter that
corresponds to your answer.
 If you wish to change an answer, place an X through the letter you have encircled
and then encircle your preferred answer.
 A correct answer scores 1 point and an incorrect answer scores 0 point. No marks
will be given for a question if more than one answer is supplied.
EXAMPLE: Which of the following does not belong in the group?

A. Computer
B. Printer
C. Photocopier
D. UPS
The correct answer is Photocopier so encircle the letter C.
IMPORTANT: DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.
TEST BEGINS HERE:

Test I: Multiple Choice
1. Which _________________
A. ____
B. ____
C. ____
D. ____
2. Which _________________
A. ____
B. ____
C. ____
D. ____
3. Which _________________
A. ____
B. ____
C. ____
D. ____
4. Which _________________
A. ____
B. ____
C. ____
D. ____
Test II: Matching Type
Teacher Evaluation Guide
Key to Corrections (Learning Guides)
Learning Guide #1
A. Self-check __
B. Learning Activity Performance (LAP) Test
Learning Guide #2
A. Self-check __

B. Learning Activity Performance (LAP) Test
Rating Sheet for Demonstration (Formative Assessment) (This serves as the assessment guide of
the teacher) (Statements written in red ink are samples only)
Trainee’s Name:
Teacher’s Name:
Program Masonry Level II
Learning Module Title: Setting-out Masonry Structures
Learning Outcome covered: LO7: Clean – up (LAP Test)
Batch Class:
Date of assessment:
Time of assessment:
Instructions for the teacher:
You are to instruct your trainees to perform 5 tasks within 2 hours. Specific instructions are
provided in the LAP Test of the Learning Guide #7. You are to provide the trainees the necessary
tools, equipment, templates and workshop area as written in the instructions of the LAP Test.
Check the appropriate box
Materials and equipment
Templates, workshop area, cleaning materials, standard masonry tools and common equipment.
OBSERVATION:
During the demonstration of skills, did the trainee: Yes No N/A
  
  
  
  
  
  
  
The trainee’s demonstration was:
Satisfactory  Not Satisfactory 

Satisfactory
Questions
response
The trainee should answer the following questions: Yes No
 
 
 
 
 
The trainee’s underpinning knowledge was:
Satisfactory  Not Satisfactory 
Feedback to trainee:
The trainee’s overall performance was:

Trainee signature: Date:
Teacher signature: Date:
Note: This document serves as the rating sheet of the teacher in evaluating the trainee’s performance
during the LAP Test as part of the formative assessment. This must be accomplished for each
trainee.

Key Answer for Knowledge Test (Summative Assessment)
TEST ITEM KEY ANSWER MARK
Multiple Choice
1
2
3
4
5
6
7
8
9
10
(Multiple Choice) Total points
TEST ITEM ANSWER MARK
Matching Type
1
2
3
4
5
6
7
8
9
10

(Matching Type) Total points
TEST ITEM KEY ANSWER MARK
Short Answer Questions

1
i)
2 ii)
iii)
3
4
(Short Answer Questions) Total points
Rating Sheet for Demonstration (Summative Assessment) (Performance Evaluation Guide)
Trainee’s name
Teacher’s name
Program Masonry Level II
Learning Modules
M01 – M06
covered:
Batch Class:
Date of assessment:
Venue of assessment:
Instructions for the Teacher
 Prepare the Trainee’s Test Guide for performance test and knowledge test.
 Provide them to the Trainee during your summative assessment.
 Observe the Trainees while demonstrating the assigned task written in the test guide.
 Describe the assessment activity and the date on which it was undertaken.
 Place a check in the box below to show that the Trainee completed each aspect of the activity
to the standard expected.
 Ask the Trainee a selection of the questions from the attached list to confirm his/her
underpinning knowledge
 Place a check in the corresponding box to show that the Trainee answered the questions
correctly.
 Complete the feedback sections of this form.
Please check () to show if
evidence is demonstrated
During the demonstration of skills, did the trainee: Yes No N/A

  
  
  
  
  
  
  
The trainee’s demonstration was:

Satisfactory  Not Satisfactory 
Note: This document serves as the rating sheet of the teacher in evaluating the trainee’s performance
during the summative assessment. This must be accomplished for each trainee.
Oral Questions Satisfactory response

The trainee should answer the following questions: Yes No
1.  
2.  
3.  
4.  
5.  
6.  
The trainee’s knowledge

 Satisfactory  Not Satisfactory
was:
Feedback to trainee:
The trainee’s overall performance was:


Trainee’s signature: Date:
Teacher’s signature: Date:
Note: This document serves as the rating sheet of the teacher in evaluating the trainee’s
performance during the summative assessment. This must be accomplished for each trainee.
Recommended answers for oral questions

N Question
Recommended Answer
o.
1
2
3
4
5
6
Assessment Summary Results (form part of the Teacher’s Report for overall grading)
Trainee’s Name
Teacher’s Name
TVET Program Title
Batch Class
Module Title
Date of Assessment
Not
The performance of the trainee is – Satisfactory
Satisfactory
A. Demonstration with Oral questioning
B. Written Test
Did the trainee’s overall performance meet

 Yes  No
the required evidences / standards?
OVERALL EVALUATION  COMPETENT  NOT YET COMPETENT

General Comments [Strengths / Improvements needed]
Trainee's signature: Date:

Teacher’s signature: Date:
Sample only
_____________ (TVET Program) __________
TERMINAL REPORT
Batch Class: _______________
FINAL MARK
REGISTRATION
NO. Trainee’s Name
NUMBER [Competent / Not Yet Competent]
1.
2.
3.
4.
5.
6.
7.
8.

9.
10.
11.
12.
13.
14.
15.
Legend: NYC – Not Yet Competent C – Competent
__________________________
Teacher’s Name and Signature
________________
Date
List of Support / Reference Materials


MO 6 Record Client Support Requirements

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

MO 6 Record Client Support Requirements

Uploaded by

Copyright:

Available Formats

Dire Dawa Labor

በስራ ክህሎትና ቴክኖሎጂ ልማት ቢሮ የቴ/ሙ/ት/ስ ኤጀንሲ

Hardware and Networking

TTLM Code: CON MAS2 TTLM 0112v1

Teacher’s Guide for Hardware and Networking

Unit of Competence Learning Modules and Code

Teacher’s Guide for Hardware and Networking

Teacher’s Guide for Hardware and Networking

In this system, it is important to develop a sustained relationship with the trainees

Teacher’s Guide for Hardware and Networking

Teacher’s Guide for Hardware and Networking

Session Plan-3 (M01-LO3)

60 mins Technical specification Lecture-discussion

15 mins Final Analysis Lecture-discussion

Teacher’s Guide for Hardware and Networking

b) Summative Evaluation (Trainee Test Guide)

Evidence Plan (Template)

Learning Modules covered:

Ways in which evidence will be collected:

The evidence must show that the trainee……

Teacher’s Guide for Hardware and Networking

Prepared by: Date:

(Trainee Test Guide Template use for summative assessment)

Logo Name of Institution

TRAINEE TEST GUIDE

TVET Program title

Teacher’s Guide for Hardware and Networking

e) All your questions and clarifications should be addressed to the teacher

Teacher’s Guide for Hardware and Networking

TVET Program and Level

Teacher’s Guide for Hardware and Networking

Read the directions carefully.

This is a MULTIPLE-CHOICE, MATCHING TYPE and SHORT ANSWER TYPE of

TEST I: MULTIPLE CHOICE TYPE

EXAMPLE: Which of the following does not belong in the group?

TEST BEGINS HERE:

Teacher Evaluation Guide

Key to Corrections (Learning Guides)

B. Learning Activity Performance (LAP) Test

Teacher’s Guide for Hardware and Networking

Teacher’s Guide for Hardware and Networking

The trainee’s overall performance was:

Trainee signature: Date:

Teacher signature: Date:

Teacher’s Guide for Hardware and Networking

TEST ITEM KEY ANSWER MARK

TEST ITEM ANSWER MARK

Teacher’s Guide for Hardware and Networking

TEST ITEM KEY ANSWER MARK

Short Answer Questions

Rating Sheet for Demonstration (Summative Assessment) (Performance Evaluation Guide)

Teacher’s Guide for Hardware and Networking

The trainee’s demonstration was:

Oral Questions Satisfactory response

The trainee’s knowledge

The trainee’s overall performance was:

Teacher’s Guide for Hardware and Networking

Recommended answers for oral questions

Did the trainee’s overall performance meet

OVERALL EVALUATION  COMPETENT  NOT YET COMPETENT

Teacher’s Guide for Hardware and Networking

Trainee's signature: Date:

Batch Class: _______________

Teacher’s Guide for Hardware and Networking