COMPETENCY BASED LEARNING

MATERIAL

Sector: ELECTRONICS

Qualification Title: ELECTRICAL INSTALLATION AND

MAINTENANCE NCII

Unit of Competency: APPLY QUALITY STANDARDS

Module Title: APPLYING QUALITY STANDARDS

HOLY CHILD College of Davao del Norte, Inc.

 HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIAL

The unit of competency “APPLY QUALITY STANDARDS” contains the

knowledge, skills and attitudes required for a Electrical Installation and
Maintenance NC II course. It is one of the common competencies of
Electrical Installation and Maintenance - National Certificate Level (NC II).

You are required to go through a series of learning activities in order to

complete each learning outcomes of the whole module. In each learning
outcome are Information Sheets, Self-Checks, Operation Sheets and Task
Sheets. Follow these activities on your own and answer the self-check at the
end of each learning outcome. If you have questions, please don’t hesitate to
ask your facilitator/ instructor for assistance.

Remember to:
 Read information sheet and complete the self-checks.
 Perform the Task Sheets, Operation Sheets, and Job Sheets until you
are confident that your outputs conform to the Performance Criteria
Checklists that follow the said work sheets.
 Submit outputs of the Task Sheets, Operation Sheets, and Job Sheets
to your facilitator for evaluation and recording in the Achievement
Chart. Outputs shall serve as your portfolio during the Institutional
Competency Evaluation. When you feel confident that you have had
sufficient practice, ask your trainer to evaluate you. The results of
your assessment will be recorded in your Achievement Chart and
Progress Chart.
You must pass the Institutional Competency Evaluation for this
competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.

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 COMPUTER SYSTEMS SERVICING NCII
COMPETENCY BASED LEARNING MATERIALS

LIST OF COMPETENCIES

No. Unit of Competency Module Title Code

1 Use hand tools
Perform Mensuration and
2
Calculation
Prepare and Interpret
3
Technical Drawing
4 Apply Quality Standards
Terminate and Connect
5 Electrical Wiring and
Electronic Circuits
Using hand tools ELC311205
Performing Mensuration and ELC311201
Calculation
Preparing and Interpreting ELC311202
Technical Drawing
Applying Quality Standards ELC311204
Terminating and Connecting ELC311206
Electrical Wiring and
Electronic Circuits

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MODULE CONTENT

Unit of Competency : Apply quality standards

Module Title : Applying quality standards
Module Descriptor :

This module covers the knowledge, skills, attitudes and values needed to
apply quality standards in the workplace. The unit also includes the
application of relevant safety procedures and regulations, organization
procedures and customer requirements.

Nominal Duration: 10 hours

At the end of this module, you MUST be able to:

1. Apply quality standards in the workplace
2. Apply relevant safety procedures and regulations
3. Organize procedures and customer requirements

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COMPETENCY SUMMARY

Qualification Title : ELECTRICAL INSTALLATION AND

MAINTENANCE NCII
Unit of Competency : Apply quality standards
Module Title : Applying quality standards

Introduction
The different activities and practices in this module will help you enhance
your knowledge and skills and preparing these things, more particularly in
applying quality standards. Appropriate equipment is used according to
required and standard operating procedures.

The module consists of three (3) learning outcomes. Each outcome

contains learning activities for both knowledge and skills, supported with
information sheets, self-checked and job/operation sheet gathered from
different sources. Before you perform the manual exercises, read the
information / and answer the self-check provided to confirm, to yourself
and to your instructor that you are equipped with knowledge necessary to
perform the skill portion of the particular learning outcomes.
Upon completion of this module, you have to submit to your instructor
for assessment. You will be given a certificate of competency as a proof that
you met the standard requirements (Knowledge & Skills) for this module.
The assessment could be in different methods as prescribed of the
Competency Standard.

LEARNING OUTCOMES:

Upon completion of this module, the trainees/students should be able to:

LO 1. Assess quality of received materials

LO 2. Assess own work
LO 3. Engage in quality improvement

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ASSESSMENT CRITERIA:

1. Work instruction is obtained, and work is carried out in

accordance with standard operating procedures.
2. Received materials are checked against workplace standards
and specifications.
3. Faulty materials related to work are identified and isolated.
4. Faults and any identified causes are recorded and/or reported
to the supervisor concerned in accordance with workplace
procedures.
5. Faulty materials are replaced in accordance with workplace
procedures.
6. Documentation relative to quality within the company is
identified and used.
7. Completed work is checked against workplace standards
relevant to the task undertaken.
8. Errors are identified and isolated.
9. Information on the quality and other indicators of production
performance are recorded in accordance with workplace
procedures.
10. In cases of deviations from specific quality standards, causes
are documented and reported in accordance with the
workplace’ s standards operating procedures.
11. Process improvement procedures are participated in relative to
workplace assignment.
12. Work is carried out in accordance with process improvement
procedures.
13. Performance of operation or quality of product of service to
ensure customer satisfaction is monitored.

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LEARNING OUTCOME1 ASSESS QUALITY OF RECEIVED MATERIALS

CONTENTS:

 Reading skills required to interpret work instruction

 Workplace standards and specifications
 Procedures in obtaining and carrying out work instructions
 Quality checking procedures
 Fault identification and reporting
 Safety and environmental aspects of production process
 Carry out work in accordance with policies and procedures

ASSESSMENT CRITERIA:

1. Work instruction is obtained, and work is carried out in

accordance with standard operating procedures.
2. Received materials are checked against workplace standards
and specifications.
3. Faulty materials related to work are identified and isolated.
4. Faults and any identified causes are recorded and/or reported
to the supervisor concerned in accordance with workplace
procedures.
5. Faulty materials are replaced in accordance with
workplace procedures.

CONDITIONS:

The students/trainees must be provided with the following:

 Work instructions
 Manuals (operation manual of the company/manufacturer’s
instruction/service manual)
 Company/workplace standards and specifications

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration

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 Learning Experiences

Learning Outcome 1: Assess quality of received materials

Learning Activities Special Instructions

1. Read Information Sheet 1.1-1
- Quality standards
2. Answer Self-Check 1.1-1
Read information sheet. After reading
the learner is encouraged to answer
the self check.
Compare the answers to the answer
key. You are required to get all answers
correct. If not, read the information
sheets again to answer all questions
correctly.

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 INFORMATION SHEET 1.1-1

Quality Standards
Standards are sets of rules that outline specification of dimensions, design of
operation, materials and performance, or describe quality of materials, products or
systems. These standards should cover the performance expectations of the
product for particular applications. The intent of standards is to provide at least
minimum quality, safety or performance specifications so as to ensure relatively
uniform products and performance, and to remove ambiguity as to the suitability of
certain commercial products for particular applications. Following standards may
reduce the risk of error in working.

Specific quality standards for:

1. Hardware

The durability of the work depends on the quality of its

component parts and the assembly skills of those who install
it. If the best-quality products or hardware are used but are
installed incorrectly, the system will be a failure.
The application of suitable hardware and products
must be supported by adequate levels of training of person who use them so that
they can identify and use only appropriate products.
In judging a product or hardware, the person must consider factors such as
the following:
 Is the product or hardware under consideration suitable for the
application or purpose?
 Will it be harmful to the health of the community in its normal use?
 Is there a risk of this hardware being released into the environment
(e.g. the water) in the first instance or after the working life of the product or
hardware has expired?

2. Production Process

In production process, checking of quality assurance must be highly

considered. Quality assurance covers all activities from design, development,
production, installation, servicing and documentation. This introduced the rules:
"fit for purpose" and "do it right the first time". It includes the regulation of the
quality of raw materials, assemblies, products and components; services related to
production; and management, production, and inspection processes.

A. Failure testing

A valuable process to perform on a whole consumer product is failure testing,

the operation of a product until it fails, often under stresses such as increasing
vibration, temperature and humidity. This exposes many unanticipated weaknesses
in a product, and the data is used to drive engineering and manufacturing process
improvements.

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B. Statistical control

Many organizations use statistical process control to bring the organization

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

C. Company quality

The company-wide quality approach places

an emphasis on three aspects:

1. Elements such as controls, job

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

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

D. Total quality control

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

As the most important factor had been ignored, a few refinements had to be
introduced:

1. Marketing had to carry out their work properly and define the
customer’s specifications.
2. Specifications had to be defined to conform to
these requirements.
3. Conformance to specifications i.e. drawings,
standards and other relevant documents, were
introduced during manufacturing, planning and
control.

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 4. Management had to confirm all operators are equal to the work
imposed on them and holidays, celebrations and disputes did not
affect any of the quality levels.
5. Inspections and tests were carried out, and all components and
materials, bought in or otherwise, conformed to the specifications, and
the measuring equipment was accurate, this is the responsibility of
the QA/QC department.
6. Any complaints received from the customers were satisfactorily dealt
with in a timely manner.
7. Feedback from the user/customer is used to review designs.
8. Consistent data recording and assessment and documentation
integrity.
9. Product and/or process change management and notification.

To conclude, the above forms are the basis from which the philosophy of
Quality Assurance has evolved, and the achievement of quality or the “fitness-for-
purpose” is “Quality Awareness” throughout the company.

4. Final Product

Table 1.2.1 shows the Quality System Elements required by ISO 9000 in the making
of the final product.
Table 1.2.1 Quality System Elements.
Quality System Contents
Requirements
1 Management Define and document commitment, policy and objectives,
responsibility responsibility and authority, verification resources and
personnel. Appoint a management representative and
conduct regular reviews of the system
2 Quality system Establish and maintain a documented quality system
ensuring that products conform to specified requirements
3 Contract Review Ensure that customer's contractual requirements are
evaluated and met
4 Product Plan, control and verify product development to ensure that
development specified requirements are met
5 Document System for control and identification of all documents
control regarding quality, e.g. procedures, instructions, and
specifications
6 Purchasing Ensure that purchased products conform to specified
requirements
7 Product System to identify and control traceability of product at all
identification stages from raw materials through production to the final
and traceability product as delivered to the customer
8 Process control Ensure and plan the control of production which direct- ly
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 effects quality by documented work instructions,
monitoring and control of processes
9 Inspection and Inspect and test incoming products, intermediate and final
testing product; establish product conformance to specified
requirements and identify non-conforming pro- ducts;
maintain inspection and test records
10 Inspection, Selection and control of equipment to ensure reliability and
measuring and accuracy in measuring data
test equipment
11 Inspection and For the whole process the products shall be identified and
test status clearly marked concerning test status, including indication
of conformance or non-conformance
12 Control of non- Identification, documentation, evaluation, isolation (if
conforming possible) and disposition of non-conforming products
products
13 Corrective Prevention of reoccurrence of failures (non-conformance)
actions
14 Handling, Protection of the quality of the product during hand- ling,
storage storage, packaging and delivery
packaging and
delivery
15 Quality records Records, including those which demonstrate that the
specified requirements have been met, shall be control- led
and maintained
16 Internal Quality Regular, planned internal audits shall be carried out,
Audits documented and recorded to verify the effectiveness of the
quality system
17 Training Training requirements at all levels shall be identified and
the training planned, conducted and recorded
18 Cleaning and Although not required by the ISO 9000 standards, these
Disinfection two points should be given special attention in all food
companies
19 Personal
hygiene

4. Customer Service

According to Turban et al, 2002, “Customer

service is a series of activities designed to enhance the
level of customer’s satisfaction – that is, the feeling
that a product or service has met the customer’s
expectation”. Its importance varies by product,
industry and customer.

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 SELF-CHECK 1.1-1

I. Write T if the statement is correct and F if the otherwise.

________ 1. Standards are set of rules that describe quality of materials,
product or system.
________ 2. Quality assurance does not cover all the activities from design,
development, up to documentation.
________ 3. Customer service is a series of activities designed to enhance the
level of customer satisfaction.
________ 4. Customer service is not important in the company’s customer
value proposition.
________ 5. The durability of the work do not depend on the skills of those
who install it.

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 Answer Key 1.1-1

1. T
2. F
3. T
4. F
5. F

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 INFORMATION SHEET 1.1-2

Characteristics of Materials Used in Specific Projects

The student must relate material properties to product and process quality.
These are the factors that must be taken into consideration when choosing the
right material for their components and assemblies:

1. Selection of material

Material selection is one of the most common tasks for

design engineering. The ability to assess the material’s impact
on the performance of a product is crucial for reliable
performance. Sometimes, buyers are also considering the label
or name of the company which are producing great quality of
materials and are known in the market. Examples are the
name HP for printer and Intel for some computer hardware.

2. Testing of material

The testing of material properties is widely understood

to be the key to obtaining data for a project, performing failure
analysis, or understanding material interactions. Material
testing also provides information on the quality of incoming
and outgoing products. Inspection test equipment and
techniques are demonstrated for a wide range of materials and
assemblies during the class. This provides the participants
with both knowledge of the common failure modes.

3. Cost of material

The cost of material is also considered when buying or selecting materials

for a specific project. The amount may vary but never taken for granted the quality
and the reliability of the material. Will you buy material which is less expensive but
worst quality? Will you buy material which you cannot afford? People look for
places which can meet their standards and right cost for materials to buy.

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 Characteristic of common materials for increased security is also a
great factor in the design and planning process. Evaluation of longevity
criteria and assessment of site environmental factors are vital to project
planning.
Specific knowledge about the project and general common sense
must dictate design and material selection. Although many materials can
offer enhanced protection, often the most cost-efficient and readily
available material that provides reasonable life expectancy for the project
must be considered.

Before planning and designing takes place, you should evaluate the
material options and system requirements. Teachers should add several
useful reference manuals to their libraries such as installation of hardware,
networking, troubleshooting as well as basic PC Operation and Internet for
additional information that the students may used in their projects.
The characteristic of the materials to be used for specific project must
be:
 of good quality

- This is the most important factor when choosing materials

to buy. Products with good quality are long-lasting and
safe to use because you know that it follows certain
standards before being commercialized.
 reliable
- It means that you can be sure that it will perform its
function well, will operate safely and will give the best it
could give.

 suitable for the application/purposes

- Choose the materials which are very necessary to make the
project possible. Making a list of products/materials to
buy is a good trait of a wise consumer.
Products which are not to be used must be
crossed out.
 low cost
- It doesn’t mean that you will choose for the
less expensive one and exclude the quality.
Low cost means you can afford to buy the
materials without hurting your pocket and
assure of better quality.

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 SELF-CHECK 1.1-2

I. Enumerate the following. Use a separate sheet of paper in

answering.

1. Give three factors to be considered when choosing the right

material?

______________________________________________
______________________________________________
______________________________________________
2. Give four characteristics of materials to be used for specific
project?

______________________________________________
______________________________________________
______________________________________________
II. What Good Quality means?
______________________________________________
______________________________________________
___________________________________________

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 Answer Key 1.1-2

I.

1. Selection of Material
2. Testing of Material
3. Cost of Material
4. Good Quality
5. reliable
6. suitable for the application/purposes
7. low cost

II.

Good quality is the most important factor when choosing materials to

buy. Products with good quality are long-lasting and safe to use because
you know that it follows certain standards before being commercialized.

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LEARNING OUTCOME 2 ASSESS OWN WORK

CONTENTS:

 Communication skills needed to interpret and apply defined work

procedures
 Identifying errors (deviation from customer and or organization
requirements)

ASSESSMENT CRITERIA:

1. Documentation relative to quality within the company is identified

and used
2. Completed work is checked against workplace standards and
specifications
3. Errors are identified and isolated
4. Information on the quality and other indicators of production
performance are recorded in accordance with workplace
procedures
5. In cases of deviations from specific quality standards, causes are
documented and reported in accordance with the workplace’s
standard operating procedures.

CONDITIONS:

The students/trainees must be provided with the following:

 Organization work procedures

 Manufacturer’s Instruction Manual
 Customer requirements
 Other forms

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration

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 Learning Experiences

Learning Outcome 2: Assess own work

Learning Activities Special Instructions

1. Read Information Sheet 1.2
- How to assess own work
2. Answer Self-Check 1.2-1
Read information sheet. After reading
the learner is encouraged to answer the
self check.
Compare the answers to the answer
key. You are required to get all answers
correct. If not, read the information
sheets again to answer all questions
correctly.

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 INFORMATION SHEET 1.2

Evaluate and develop your own performance

Summary

This is about reflecting on and evaluating honestly your own performance

and discovering ways to improve it through skills development. This requires
you to work with others to identify your strengths and weaknesses, find out
what information and support is available to help you develop a plan
covering your personal and professional aspirations, and then put those
plans into action.

What you need to show

You must make sure that your practice meets the following requirements.

a. Monitor your performance regularly to make sure that it is as

effective as possible.
b. Get regular and useful feedback on your performance.

c. Regularly describe and analyze any improvements that need to be

made, either by you or through involving others.

d. Maintain a level of knowledge and understanding that enables you to

carry out your role effectively.

e. Change the way you work in line with any relevant or new
approaches or recommendations.

f. Use feedback from clients, contacts, or colleagues to identify any

skills gaps.

g. Develop a personal development plan and update it regularly to

include new aims or achievements.

What you need to know and understand

You need to know, understand and be able to apply each of the following.

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Communication and interpersonal skills

1. How to use effective interpersonal and communication skills.

Personal action planning
2. Your own values and career and personal goals and how to relate
them to your job role and professional development.

3. The importance of assessing your own performance and developing

your skills accordingly.

4. The most appropriate methods for assessing your own performance.

5. Who the best people are to judge your performance and give you
constructive feedback (for example, clients, contacts and colleagues).

6. What an effective development plan should contain.

7. How to update a development plan in line with feedback received or

development activities undertaken.

Improving your performance

8. The current level of knowledge, understanding and skill required to do
your job.
9. The sources of information or support that will help or influence the way
you do your job, and how to access them.

Personal behaviors

You need to be able to:

10. Apply knowledge/experience effectively yet be open to exploring new

ideas. IiP3.4
11. Invite a two-way exchange of information and feedback with others.
IiP6.3
12. Strive to add value by achieving results in the best way. IiP7.1
13. Be committed to developing yourself to improve performance. IiP7.2

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 Self Check 1.2-1
1. How are you going to evaluate your performance in your own work.

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 Answer Key 1.2.1

1. To evaluate my own performance in my workplace I should always Check

my attitude because attitude is very important. I should be reflective, be a team
player, attentive and always plan ahead.

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LEARNING OUTCOME 3 ENGAGE IN QUALITY IMPROVEMENT

CONTENTS:

 Relevant production processes, materials, and products

 Safety and environmental aspects of production processes
 Critical thinking
 Quality improvement processes

ASSESSMENT CRITERIA:

1. Process improvement procedures are participated in relative to

workplace assignment
2. Work is carried out in accordance with process improvement
procedures
3. Performance of operation or quality of product of service to ensure
customer satisfaction is monitored

CONDITIONS:

The students/trainees must be provided with the following:

 Organization work procedures

 Manufacturer’s Instruction Manual
 Customer requirements
 Other forms

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration

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 Learning Experiences

Learning Outcome 3: Engage in quality improvement

Learning Activities Special Instructions

3. Read Information Sheet 1.3
- Critical thinking
4. Answer Self-Check 1.3
Read information sheet. After reading
the learner is encouraged to answer the
self check.
Compare the answers to the answer
key. You are required to get all answers
correct. If not, read the information
sheets again to answer all questions
correctly.

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 INFORMATION SHEET 1.3

What is critical thinking?

Critical thinking is the ability to think clearly and rationally. It includes

the ability to engage in reflective and independent thinking. Someone with
critical thinking skills is able to do the following:

 understand the logical connections between ideas

 identify, construct and evaluate arguments
 detect inconsistencies and common mistakes in reasoning
 solve problems systematically
 identify the relevance and importance of ideas
 reflect on the justification of one's own beliefs and values

Critical thinking is not a matter of accumulating information. A person with

a good memory and who knows a lot of facts is not necessarily good at
critical thinking. A critical thinker is able to deduce consequences from what
he knows, and he knows how to make use of information to solve problems,
and to seek relevant sources of information to inform himself.

Critical thinking should not be confused with being argumentative or being

critical of other people. Although critical thinking skills can be used in
exposing fallacies and bad reasoning, critical thinking can also play an
important role in cooperative reasoning and constructive tasks. Critical
thinking can help us acquire knowledge, improve our theories, and
strengthen arguments. We can use critical thinking to enhance work
processes and improve social institutions.

Some people believe that critical thinking hinders creativity because it

requires following the rules of logic and rationality, but creativity might
require breaking rules. This is a misconception. Critical thinking is quite
compatible with thinking "out-of-the-box", challenging consensus and
purusing less popular approaches. If anything, critical thinking is an
essential part of creativity because we need critical thinking to evaluate and
improve our creative ideas.

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Importance

Critical thinking is a domain-general thinking skill. The ability to think

clearly and rationally is important whatever we choose to do. If you work in
education, research, finance, management or the legal profession, then
critical thinking is obviously important. But critical thinking skills are not
restricted to a particular subject area. Being able to think well and solve
problems systematically is an asset for any career.

Critical thinking is very important in the new knowledge economy. The

global knowledge economy is driven by information and technology. One has
to be able to deal with changes quickly and effectively. The new economy
places increasing demands on flexible intellectual skills, and the ability to
analyse information and integrate diverse sources of knowledge in solving
problems. Good critical thinking promotes such thinking skills and is very
important in the fast-changing workplace.

Critical thinking enhances language and presentation skills. Thinking

clearly and systematically can improve the way we express our ideas. In
learning how to analyze the logical structure of texts, critical thinking also
improves comprehension abilities.

Critical thinking promotes creativity. To come up with a creative solution

to a problem involves not just having new ideas. It must also be the case
that the new ideas being generated are useful and relevant to the task at
hand. Critical thinking plays a crucial role in evaluating new ideas, selecting
the best ones and modifying them if necessary

Critical thinking is crucial for self-reflection. In order to live a

meaningful life and to structure our lives accordingly, we need to justify and
reflect on our values and decisions. Critical thinking provides the tools for
this process of self-evaluation.

Good critical thinking is the foundation of science and a liberal

democratic society. Science requires the critical use of reason in
experimentation and theory confirmation. The proper functioning of a liberal
democracy requires citizens who can think critically about social issues to
inform their judgments about proper governance and to overcome biases
and prejudice.

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How to improve

Critical thinking is a meta-thinking skill. It requires thinking about

thinking. We have to reflect on the good principles of reasoning and make a
conscious effort to internalize them and apply them in daily life. This is
notoriously hard to do and often requires a long period of training. The
mastery of critical thinking is similar to the mastery of many other skills.
There are three important components: theory, practice, and attitude.

Theory

If we want to think correctly, we need to follow the correct rules of

reasoning. Knowledge of theory includes knowledge of these rules. These are
the basic principles of critical thinking, such as the laws of logic, and the
methods of scientific reasoning, etc.

Also, it would be useful to know something about what not to do if we want

to reason correctly. This means we should have some basic knowledge of the
mistakes that people make. First, this requires some knowledge of typical
fallacies. Second, psychologists have discovered persistent biases and
limitations in human reasoning. An awareness of these empirical findings
will alert us to potential problems.

Practice

However, merely knowing the principles that distinguish good and bad
reasoning is not enough. We might study in the classroom about how to
swim, and learn about the basic theory, such as the fact that one should not
breathe under water. But unless we can apply such theoretical knowledge
through constant practice, we might not actually be able to swim.

Similarly, to be good at critical thinking skills it is necessary to internalize

the theoretical principles so that we can actually apply them in daily life.
There are at least two ways One is to do lots of good-quality exercises.
Exercises include not just exercises in classrooms and tutorials. They also
include exercises in the form of discussion and debates with other people in
our daily life. The other method is to think more deeply about the principles
that we have acquired. In the human mind, memory and understanding are
acquired through making connections between ideas.

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Attitudes

Good critical thinking skills require not just knowledge and practice.
Persistent practice can bring about improvements only if one has the right
kind of motivation and attitude. The following attitudes are not uncommon,
but they will not help you improve your thinking:

 I prefer being given the correct answers rather than figuring them out
myself.
 I don't like to think a lot about my decisions as I rely only on gut
feelings.
 I don't usually review the mistakes I have made.
 I don't like to be criticized.

To improve one's thinking one must recognize that the importance of

reflecting on the reasons for belief and action. One must also be willing to
engage in debate, to make mistakes, to break old habits, and to deal with
linguistic complexities and abstract concepts. See also our next tutorial
about the teaching of critical thinking.

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 Self Check 1.3.1

Read and answer the following situation.

1. A customer calls in and has a problem with their shipping address. It is
listed incorrectly, and they need it corrected before the item arrives in 3
days. You:
a. Look for the most cost-efficient way of resolving this and decide on
a resolution from there.
b. Discuss the options with the customer and have them find the most
efficient way to continue.
c. Analyze the situation to ensure that the new address is not
fraudulent and that the intercept can be processed accordingly.
d. Advise the customer that we will request an intercept and if the
package is not intercepted then we will send a full replacement.

2. Your quality scores have been gradually declining, and you have been
given 2 weeks to get them back above goal. You:

a. Figure out specific areas to improve and focus on those the most.
Gather information and utilize it.
b. Request that you be scored more often and ask the quality coach to
provide detailed information in your coaching's.
c. Use reminders that will help you remember your quality in a fun and
positive way.
d. Advise the quality coach that you have worked hard and that you will
make a stronger commitment to the job in the future.

3. You have been given a Written Warning for being late and absent to work
on several occasions. You:

a. Convince your lead that you will be changing your schedule and that
your are dedicated to the company’s success.
b. Create a routine by waking up earlier each day and eating healthier to
avoid being absent.
c. Find specific days that were missed and evaluate what happened
each day in order to find a solution to the problem.
d. Request that you get a wakeup call every day and focus only on the
positives about your job.

4. You have become burnt out at work and are no longer motivated to do
the job you signed up for. You:

a. Figure out specific areas that you have lost interest in and determine
why you no longer care for them.

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 b. Recognize your emotional state and figure out how you can motivate
yourself to improve.
c. Advise your team and/or lead of the situation and ask for ideas to
help.
d. Come up with creative ideas to help keep you motivated such as
games or pictures.

5. You have been having trouble sending out your coaching emails in time
and are always behind on your incidents. You:

a. Utilize your wrap-up time in order to catch up on your incidents and

put it on the off phones since it is justified.
b. Ask your lead for extended time each day or ask the team if they can
follow up for you.
c. Try different ways each day to stay caught up on your incidents and
send coaching's as well.
d. Ask the team how they typically accomplish the goal and ways to stay
ahead.

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 Answer Key 1.3.1

1. B
2. A
3. B
4. D
5. C

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 RECORD OF ACHIEVEMENT

Performance Criteria Satisfactory response

Yes no
1.) Reviewed and clarified the design
documentation and obtained the
requirements for the programs.
2.) Determined the design approach to be taken
in coding and linked the modules.
3.) Confirmed sufficient knowledge assessment
of programming and program logic
formulation or design skills.
4.) Created diagrams of program flow and
modules according to project standards.
5.) Documented program scope and limits
according to project standard.
6.) Documented or referenced the routines or
procedures according to project standard.
7.) Identified and revised references for tables,
files, I/O and other programs functionalities
according to program requirements.
8.) Produced the required design to assess the
ability to meet technical requirements
successfully.
9.) Checked the program flow, states or
conditions for interfaces and compliance to
design documentation requirements.
10.) Gained feedbacks / inputs from
appropriate persons as needed

Feedback to trainee:

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The trainee’s overall performance was:

Satisfactory  Not Satisfactory 

Assessor’s signature: Date:

The candidate’s responses were:

Satisfactory  Not Satisfactory 

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