Chs Cblm -Egr Final

COMPETENCY-BASED LEARNING MATERIALS

Sector:

INFORMATION AND COMMUNICATION TECHNOLOGY

Qualification:

COMPUTER HARDWARE SERVICING NC II

Unit of Competency:

APPLY QUALITY STANDARDS

Module Title:

APPLYING QUALITY STANDARDS

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITYREGIONAL TRAINING CENTERCarig Norte, Tuguegarao City

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL (CBLM)

Welcome to the competency-based learning material for the module: Applying Quality Standards. This module contains training materials and activities for you to accomplish.

The unit of competency “Apply Quality Standards”, contains the knowledge, skills and attitudes required for Computer Hardware Servicing NC Level II.

You are required to go through a series of learning activities in order to complete each learning outcomes of the module. In each learning outcome, there are reference materials or instructional sheets for further reading to help you better understand the required activities. Follow the activities at your own pace and answer the self-check at the end of each learning outcome. If you have questions, please feel free to ask for the assistance of your trainer/facilitator.

RECOGNITION OF PRIOR LEARNING (RPL)

You may have some or most of the knowledge and skills included in this learner’s guide 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, you don’t have to do the same training again.

If you feel that you have some skills, talk to your trainer about having them formally recognized. If you have a qualification or certificate of competence from previous trainings, show them to your trainer. If the skills you acquired are still current and relevant to the unit of competency, they may become part of the evidence you can present for RPL. If you are not sure about the currency of your skills, discuss this with your trainer.

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.

DIRECTION FOR USE OF THE CBLM

This module was prepared to help you achieve the required competency: Apply Quality Standards. 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 and complete the activities in each section. Do what is asked in the INSTRUCTIONAL SHEET ( TASK SHEET, OPERATION SHEET, JOB SHEET ) 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 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.

You will be given plenty of opportunities to ask questions and practice on the job. Make sure you practice your new skills during regular work shifts. This way, you will improve both your speed and memory and also your confidence.

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 (several modules) and feel confident that you have had sufficient practice, your trainer will arrange an appointment to qualified trainer to assess/evaluate you. The result of your assessment/evaluation will be recorded in your COMPETENCY ACHIEVEMENT RECORD.

LIST OF COMPETENCY

CODE COMMON COMPETENCIES

ICT315202

Apply quality standards

ICT311201 Perform computer operations

ELC311201 Perform mensuration and calculation

ELC311202 Prepare and interpret technical drawing

ELC724201 Use hand tools

ELC724202Terminate and connect electrical wiring and electronic circuits

MODULE CONTENT

UNIT OF COMPETENCY: APPLY QUALITY STANDARDS

MODULE: APPLYING OF QUALITY STANDARDS

MODULE DESCRIPTION: 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 : 9 hours

SUMMARY OF LEARNING OUTCOMES:

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

1. Assess quality of received materials

2. Assess own work

3. Engage in quality improvement

LEARNING OUTCOME SUMMARY

INTRODUCTION:

This module contains information and suggested learning activities on Computer Hardware Servicing. It includes training materials and activities for you to complete.

Completion of this module will help you better understand the succeeding module on Computer Hardware Servicing.

This module consists of 3 learning outcomes. Each learning outcome contains learning activities supported by each instruction sheets. Before you perform the instructions read the information sheets and answer the self-check and activities provided to as certain to yourself and your teacher that you have acquired the knowledge necessary to perform the skill portion of the particular learning outcome.

Upon completion of this module, report to your teacher for assessment to check your achievement of knowledge and skills requirement of this module. If you pass the assessment, you will be given a certificate of completion.

LEARNING OUTCOMES:

Upon completion of the module you should be able to:

LO1 Assess Condition of Received Equipment

LO2 Assess own work

LO3 Validate one’s work for quality improvement

LO1: ASSESS CONDITION OF RECEIVED EQUIPMENT

ASSESSMENT CRITERIA:

1. Work instruction obtained and work carried out in accordance with

standard operating procedures.

2. Received materials checked against workplace standards and

specifications.

3. Faulty materials related to work are identified and isolated

4. Faults and any identified causes recorded and or reported to the

supervisor concerned in accordance with workplace procedures

5. Faulty materials are replaced in accordance with workplace

procedures

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

METHODOLOGIES:

Lecture-demonstration

Self-paced instruction

Group discussion

ASSESSMENT METHODS:

Hands-on

Direct observation

Practical demonstration

LO2: ASSESS OWN WORK


1. Documentation relative to quality within the company identified and

used

2. Completed work checked against workplace standards and

specifications

3. Errors are identified and isolated

4. Information on the quality and other indicators of production

procedures recorded in accordance with workplace procedures

5. In cases of deviation from specific quality standards, causes

documented and reported in accordance with the workplace’s

standard operating procedures.

CONTENTS:

Communication skills needed to interpret and apply defined work procedures

Identifying errors (deviation from customer and or organization requirements)

METHODOLOGIES:



Group discussion

ASSESSMENT METHODS:

Hands-on

Direct observation


LO3: VALIDATE ONE’S WORK FOR QUALITY IMPROVEMENT


1. Process improvement procedures participated in relative to

workplace assignment

2. Work carried out in accordance with process improvement

procedures

3. Performance of operation or quality of product of service to ensure

customer satisfaction monitored

CONTENTS:

Relevant production processes, materials and products

Safety and environmental aspects of production processes

Critical thinking

Quality improvement processes

METHODOLOGIES:



Group discussion

ASSESSMENT METHODS:

Hands-on

Direct observation


Learning Experiences

Learning Outcome 1

ASSESS QUALITY OF RECEIVED

Learning Activities Special Instructions

1. Read Information Sheet 1.1-1

If you have doubt/verifications regarding the data on the information sheet 1.1-1, you may ask the trainer or co-trainees who are done with this activity.

2. Answer Self-Check for 1.1-1

Compare answers with the answer key 1.1-1. You are required to get all answers correct. If not, read the information sheet 1.1-1 again to answer all questions correctly.


4. Answer Self-Check for 1.1-2


5. Read Information Sheet on Identifying Current Competencies (1.1-3)

6. Perform Operation Sheet 1.1-1

Use the Performance Criteria Checklist 1.1-1 to evaluate your own work.

Present your work to your trainer for evaluation


8. Perform Self-Check for 1.1-3



10. Perform Self-Check 1.1-4

Compare answers with the answer key 1.1-4. You are required to get all answers

correct. If not, read the information sheet 1.1-5 again to answer all questions correctly.


12. Perform Self-Check for 1.1-5






After doing all activities of this LO, you are ready to proceed to the next LO on preparing session plans.

Learning Outcome 2

ASSESS OWN WORK







4. Answer Self-Check for 1.2-2-1


After doing all activities of this LO, you are ready to proceed to the next LO on preparing session plans.

Learning Outcome 3

Engage in Quality Improvement







4. Answer Self-Check for 1.2-2-1


INFORMATION SHEET 1.1-1

READING SKILLS REQUIRED TO INTERPRET WORK INSTRUCTION

Learning Objectives: After reading this information you must be able to acquire knowledge in reading skills required to interpret work instruction.

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.

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.

SELF-CHECK 1.1-1

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 three characteristic of materials to be used for specific project?

______________________________________________

______________________________________________

______________________________________________

II. What Good Quality means?

______________________________________________

______________________________________________

______________________________________________

ANSWER KEY 1.1-1

No. Answer

1 Selection of material, Testing of Material, Cost of Material

2 Good Quality, Reliable, Low Cost, Suitable for Project

3 Match the packing slip to the items received and ensures that the materials are destined on tour department.

That you are receiving materials indicated on the purchase order regard with its quantity and discount.

That the materials are in acceptable condition.

The terms regarding installation and/or set-up of equipment are met.


WORKPLACE STANDARDS AND SPECIFICATIONS

What is a standard?

"Standards and specifications are documents that stipulate or recommend 1) minimum levels of performance and quality of goods and services, and 2) optimal conditions and procedures for operations in science, industry, and commerce, including production, evaluation, distribution, and utilization of materials, products, and services.

Types of standards:

Category, type, dimension, structure, equipment, quality, grade, component, performance, durability, or safety

Methods of manufacturing, methods of designing, methods of drawing, methods of using, or methods of operation of safety condition of production

Methods of testing, analyzing, appraising, verifying, or measuring

Terms, abbreviations, symbols, marks, preferred numbers, or units

Design, methods of execution, or safety conditions

What are some points to remember when using standards?

Some standards are government-mandated, and others are voluntary. There may be various penalties associated with not adhering to the standard.

Standards are updated frequently to keep pace with changing technology -- check to see if the standard you are using is the latest version.

Older, superseded versions of standards may be useful in many cases, such as legal disputes concerning the performance of a product that was manufactured when the older standard was in force. The Engineering Library DOES NOT maintain historical or superseded standards.

What is a specification?

Specifications are concise statements of requirements for materials, products or services that are to be purchased by an industry or government agency. Specifications are limited to a specific project or government agency. Standards are specifications that are recognized as the most practical and appropriate current solution, that is agreed upon by a recognized authority, for a recurring problem.

Employer or Employer Representative at the Workplace

The employer (in an industrial establishment) or the constructor (on a construction project), has very important responsibilities for the workplace. This responsibility cannot be delegated or conferred to another party by a similar process. In the case of students who are not paid, ideally the employer should:

be aware that the student will be in the workplace and know what type of work they will be undertaking

ensure that the student is protected by job-appropriate safeguards

ensure that appropriate personal protective equipment is identified and used In small workplaces, the employer may also be the supervisor and will have to be present for the placement assessment. In larger workplaces, the employer may ask another company representative or the supervisor towork with you through this process.

SELF-CHECKED 1.1-2

1. What is workplace procedure?2. Give at least two type of standard?

ANSWER SHEET 1.1-2

1. Workplace procedure is a written instructions that identifies the health and safety issues that may arise from jobs and tasks

2. Methods of testing, analyzing, appraising, verifying, or

measuring

Terms, abbreviations, symbols, marks, preferred numbers, or units


PROCEDURES IN OBTAINING AND CARRYING OUT WORK INSTRUCTIONS

FOLLOW INSTRUCTIONS

Follow instructions. This sounds easy enough. It isn't. For some people, it's the key to most of their academic problems. They read or hear one set of instructions, but their teacher has given different instructions.

Some students deliberately ignore instructions. They "wing it." They think they can scrape by, doing any old thing they choose. They're wrong. But they refuse to change.

It doesn't matter how good a job you do if you do the wrong job. You're going to get a bad grade.

Doing a job well begins with understanding exactly what the job is.

Start paying attention to instructions. That's where to begin your program of self-improvement.

SETTING UP OR INSTALLING A PRINTER IN MICROSOFT WINDOWS.

ISSUE

Setting up or installing a printer in Microsoft Windows.

Solution

There are two different methods a user can install a printer in Microsoft Windows. Below is additional information about each of these methods listed in the order we believe a user should try installing their printer in Microsoft Windows.Before being able to install your printer you must have the software that was included with the printer. If you've lost the software for your printer you can download the drivers for your printer and use the drivers to install your printer. A listing of printer manufacturers and links to their associated drivers pages can be found on our printer drivers page.

http://www.computerhope.com/drivers/printers.htm

Setup a printer using printer software

Every printer should come with the software used to install a printer in Windows. Although not all installations are the same the steps for installing this software should be similar to the below steps.

1. Connect the printer to the computer and a power outlet and make sure it's on.

2. Insert the CD that was included with the printer. If the CD does not automatically start the install program open My Computer, double-click on the CD drive, and then the Setup or Install file.

3. Follow the installation wizard and your printer and its associated software should be installed successfully.

Installing a printer only using the drivers

In addition to the above steps a users can install a printer in Windows only using the printer drivers. This is recommended if you only want the printer to be installed but not the additional printer software programs that are often included with the installation and you've download drivers.A listing of printer drivers and software downloads can be found through our printer drivers page.

Note: if you've installed the printer doing the above steps these steps should not be necessary unless you encountered errors.

1. Connect the printer to the computer and a power outlet and make sure it's on.

2. Click Start, Settings, and Control Panel. 3. In the control panel double-click the Printers or Printers and Fax

icon. 4. In the Printers window click the Add a printer icon. 5. After completing the above steps the Windows Printer Wizard will

appear. Click Next, to start the wizard. 6. Windows will prompt you if you're installing a Local or Network printer.

If the printer is connected to your computer choose Local printer attached to this computer and click Next.

7. When prompted for the location of the drivers for the printer. Browse the computer to the directory of your drivers or point it to the CD that was included with your printer.

http://www.computerhope.com/jargon/c/controlp.htm

http://www.computerhope.com/drivers/printers.htm

http://www.computerhope.com/jargon/d/driver.htm

http://www.computerhope.com/jargon/m/mycomput.htm

Printer does not have power indicator

First, make sure that the printer is on. When a printer is on it should have some light (usually green) indicating it's receiving power and is on.If you do not have any indicator light make sure the printer is connected to a working power outlet by verifying each end of the power cable. Next, press the printer power button.If after following the above steps your printer still cannot get a power status indicator it's likely you're encountering a serious printer issue and we suggest contacting the printer manufacturer for additional steps and instructions on repair or replacement.

Cables not connected properly

1. Your printer should have two cables connected to it. The power cable and the data cable, the power cable should have already been verified as being connected if your printer has a power indicator light as mentioned above. Make sure the data cable (parallel cable or USB cable) is also connected from the printer to the computer.

OPERATION SHEET 1.1-1

Title: Procedures in obtaining and carrying out work instructions

Performance Objective: Work instruction obtained and work carried

out in accordance with standard operating procedures.

Supplies/Materials : TR and CBC

Equipment : PC, printer with ink

Steps/Procedure:

1. Setting up or installing a printer in Microsoft Windows.

2. Printer does not have power indicator

3. Present your work to your trainer.

Assessment Method:

Portfolio Assessment using the Performance Criteria Checklist

http://www.computerhope.com/jargon/u/usb.htm

http://www.computerhope.com/jargon/p/paraport.htm

http://www.computerhope.com/network/printer.htm

Performance Checklist 1.1-1

CRITERIA Yes

NO

Did the trainee:

1. Setting up or installing a printer in Microsoft Windows.

2. Printer does not have power indicator.

PERFORM OPERATION 1.1-1

1. How many cable/s should be connected to the printer?

Answer:

2. What is the light color of the printer indicating the power and is on?

Answer:

PERFORMACE CHECK LIST 1.1-1

1. 22. Green or yellow green

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00


FAULT IDENTIFICATION AND REPORTING

These are the things to be considered when:

A. Receiving Materials:

1. Match the packing slip to the items received and ensures that the materials are destined on tour department.

2. That you are receiving the materials indicated on the purchase order with regard to quantity and discount.

3. That the materials are in acceptable condition.

4. That terms regarding installation and/or set-up of equipment are met.

B. Receiving Reports

Whenever goods are received:

1. The person receiving the goods must document, using the administrative software, that all goods were received for each requisition before any payment can be made to the vendor.

2. Any exceptions must be noted so that partial payments can be processed or defective goods can be returned.

C. Return of Merchandise

When merchandise is received which is incomplete or defective, the supervisor will return the materials to the supplier or to the store where it was bought and make arrangements with the vendor for replacement.

D. Make an Inventory Report of the Materials

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

All materials received must be listed and be reported to monitor how many materials are already on hand, purchased or damaged.

Effective management checks are an important means of providing assurance of the integrity and security of the benefit processes. They are also useful in identifying training needs; indicating possible weaknesses in procedure and ensuring the section meets its accuracy target set for Best Value Performance Indicators purposes.

Methodology

The teacher will be the assessor. Students will be randomly assigned that will: 1.) act as Quality Checker; 2.) responsible for monitoring and coordinating the checking arrangements and; 3.) must generate reports when receiving the equipments.

The Quality checker will record the date of receipt, name of the materials purchased, quantity, official receipt number, signature of the person who bought the materials and signed his name afterwards. The Quality checker will identify if the materials are in good condition or damage and /or needing for replacements. This will also be recorded on his report.

Feedback

Once the Quality checker has completed all the reports, the assessor will check if the Quality Checker provides all the data needed in the report.

Example of Log Report (to be completed by the Quality checker)

Date Received

O.R. #Item Name

Quantity SignatureQuality Checker

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

Example of Assessment of Materials Received (to be completed by the Quality checker)

Quality Checker: Date:

Item NameTotal no. in

Good Condition

Total no.

of ErrorsComments

TECHNICAL TERMS

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

Checklist - help organize data by category

Durability - enduring; resisting wear

Flowchart - describes process in as much detail as possible by

graphically displaying the steps in proper sequence

Hazards - a risk; danger

Histogram - plots data in a frequency distribution table

Hostile - being an enemy; unfriendly

ISO - International Standardization Organization

OHS - occupational Health and Safety procedures

Pareto diagram - puts data in a hierarchical order which allows the

significant problems to be connected first.

PPE - personal protective equipment

Quality - essential character nature; degree or grade of

excellence

Scatter diagram - shows how two variables are related and is this used to

test for cause and effect relationships.

Standards - as one serving the emblem of a nation; something as

accepted as a basis for comparison

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00


Fault Identification and Reporting

These are the things to be considered when:

A. Receiving Materials:

1. Match the packing slip to the items received and ensures that the materials are destined on tour department.

2. That you are receiving the materials indicated on the purchase order with regard to quantity and discount.

3. That the materials are in acceptable condition.

4. That terms regarding installation and/or set-up of equipment are met.

B. Receiving Reports

Whenever goods are received:

3. The person receiving the goods must document, using the administrative software, that all goods were received for each requisition before any payment can be made to the vendor.

4. Any exceptions must be noted so that partial payments can be processed or defective goods can be returned.

C. Return of Merchandise

When merchandise is received which is incomplete or defective, the supervisor will return the materials to the supplier or to the store where it was bought and make arrangements with the vendor for replacement.

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

D. Make an Inventory Report of the Materials

All materials received must be listed and be reported to monitor how many materials are already on hand, purchased or damaged.

Effective management checks are an important means of providing assurance of the integrity and security of the benefit processes. They are also useful in identifying training needs; indicating possible weaknesses in procedure and ensuring the section meets its accuracy target set for Best Value Performance Indicators purposes.

Methodology

The teacher will be the assessor. Students will be randomly assigned that will: 1.) act as Quality Checker; 2.) responsible for monitoring and coordinating the checking arrangements and; 3.) must generate reports when receiving the equipments.

The Quality checker will record the date of receipt, name of the materials purchased, quantity, official receipt number, signature of the person who bought the materials and signed his name afterwards. The Quality checker will identify if the materials are in good condition or damage and /or needing for replacements. This will also be recorded on his report.

Feedback

Once the Quality checker has completed all the reports, the assessor will check if the Quality Checker provides all the data needed in the report.

Example of Log Report (to be completed by the Quality checker)

Date Received

O.R. #Item Name

Quantity SignatureQuality Checker

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

Example of Assessment of Materials Received (to be completed by the Quality checker)

Quality Checker: Date:

Item NameTotal no. in

Good Condition

Total no.

of ErrorsComments

ACTIVITY 1.2You are assigned to be the Quality checker for the Month of June. Make a

Log Report, and Assessment Report using the following data below. Make sure you will record all the items listed and if they were in good condition or not. Write your answer on a sheet of paper.

2. - June 9, 2008- 5 Hard disk, 2 128MB SDRAM memory chips- Received from Jun Salcedo (PC chain), OR #20256

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

- Found out that 1 Hard disk has error need for replacement

3. - June 15, 2008- Refill ink cartridge from STARINK Shop, OR# 5623

4. - June 20, 2008- 10 PS/2 keyboard, 10 Optic mouse, 2 power supply- Received from Allan Rivera (Octagon), OR#12544- 3 defective keyboard need replacement

5. - June 28, 2008- 2 CD-Rom drive- Received from Jun Salcedo (PC Chain), OR#20400

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

ASSIGNMENT

1. What is workplace procedure?2. Give five examples of behavior that may affect the quantity of work.3. Give five examples of behavior that may affect the quality of work.

Reference:

www.yahoo.com

www.wikipedia.com

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

http://www.wikipedia.com/

http://www.yahoo.com/

RTC-TESDAQA

SYSTEM

COMPUTER HARDWARE

SERVICING NCII

Date Developed:

May 2011

Document No.

Issued by:

Developed by:

Edgar G. dela Rosa

Revision # 00

Program/ Course: Computer Hardware Servicing NC IIUnit of Competency: Apply Quality Standards Module: Applying of Quality Standards

Learning Outcome #2: Assess Own Work

Assessment Criteria:

Work performance is documented in accordance with workplace procedure.

1. Completed work is checked against workplace standards.2. Errors are identified and corrected.3. In case of deviations from specific quality standards causes are

documented and reported in accordance with the workplace’s standard operating procedures.

References:

http://en.wikipedia.org/wiki/Customer_service http://en.wikipedia.or g /wiki/Quality_standard http://www.technet.unsw.edu.au/tohss/swp.htm http://xnet.rrc.mb.ca/healthsafety/safeworkprocedures

Date: LO 2. Assess Own Work Page #Version No.: Module 1: Applying Quality Standards 15

http://www.technet.unsw.edu.au/tohss/swp.htm

http://en.wikipedia.org/wiki/Quality_standard

http://en.wikipedia.org/wiki/Customer_service


INFORMATION SHEET 2.1

Workplace Procedure

Workplace Procedure is a set of written instructions that identifies the

health and safety issues that may arise from the jobs and tasks that make up a system of work.A safe working procedure should be written when:

designing a new job or task

changing a job or task

introducing new equipment

reviewing a procedure when problems have been identified, example from an accident or incident investigation

The safe working procedure should identify:

the teacher for the task or job and the students who will undertake the task

the tasks that are to be undertaken that pose risks

the equipment to be used in these tasks

the control measures that have been formulated for these tasks

any training or qualification needed to undertake the task

the personal protective equipment to be worn

action to be undertaken to address safety issues that may arise while undertaking the task

Following certain procedures is very important to perform a given operation. The table below shows different elements and their corresponding performance criteria to be able to identify occupational health and safety hazards,

and assess risk, as well as follow instructions and procedure in the workplace with minimal supervision. The students will also be capable of participating and contributing to OHS management issues.

ELEMENT

PERFORMANCE CRITERIA

1. Identify hazards and assess 1.1 Identify hazards in the work area and


ELEMENT


risk.

during the performance of workplace duties.

1.2 Assess level of risk

2. Follow procedures and strategies for risk control.

2.1 Report hazards in the work area to designated personnel according to workplace procedures

2.2 Follow workplace

procedures and work instructions

for assessing and controlling

risks with minimal supervision.

2.3 Whenever necessary, within the scope of responsibilities and competencies, follow workplace procedures for dealing with hazards and incidents, fire and/or other emergencies.

3. Contribute to OHS in the workplace.

3.1 Describe employee rights regarding consultation on OHS matters

3.2 Raise task and/or job specific OHS issues with appropriate people in accordance with workplace procedures and relevant OHS legislative requirements

3.3 Contribute to participative arrangement for OHS management in the workplace within organisational procedures and the scope of responsibilities and competencies

3.4 Provide feedback to supervisor on hazards in work area in line with organisational OHS policies and procedures

3.5 Provide support in implementing procedures to control risks in accordance with organisational procedures

Work instruction may be: Verbal Written In English In a community language

Provided visually eg. video, OHS signs, symbols and other pictorial, presentation, etc.

Controlling risks in the work area may include:

Application of the hierarchy of control, namely:

Eliminate the risk


ELEMENT


Reduce/minimise the risk through Engineering controls Administrative controls Personal protective equipment

Reports identifying workplace hazards may be verbal or written and may include:

Face to face Phone messages Notes Memos Specially designed report forms

Examples of OHS issues which may need to be raised by workers with designated personnel may include:

Hazards identified Problems encountered in managing

risks associated with hazards Clarification on understanding of OHS

policies and procedures Communication and consultation

processes Follow up on reports and feedback. Effectiveness of risk controls in place Training needs

Examples of contributions may include:

Recommendations on changes to work processes, equipment or practices

Listening to the ideas and opinions of others in the team

Sharing opinions, views, knowledge and skills

Identifying and reporting risks and hazards

Using equipment according to guidelines and operating manuals

OHS Management Issues

TYPES AND WORK-RELATED ERRORS

A. Quantity of work (untimely completion, limited production)

1. Poor prioritizing, timing, scheduling

2. Lost time

Tardiness, absenteeism, leaving without permission

Excessive visiting, phone use, break time, use of the Internet

Misuse of sick leave

3. Slow response to work requests, untimely completion of assignments


4. Preventable accidents

B. Quality of work (failure to meet quality standards)

1. Inaccuracies, errors

2. Failure to meet expectations for product quality, cost or service

3. Customer/client dissatisfaction

4. Spoilage and/or waste of materials

5. Inappropriate or poor work methods

Work Behavior Which Result in Performance Problems

A. Inappropriate behavior (often referred to as "poor attitude")

Negativism, lack of cooperation, hostility

Failure or refusal to follow instructions

Unwillingness to take responsibility ("passing the

buck")

Insubordination

Power games

B. Resistance to change

Unwillingness, refusal or inability to update skills

Resistance to policy, procedure, work method changes

Lack of flexibility in response to problems

C. Inappropriate interpersonal relations

Inappropriate communication style: over-aggressive, passive

Impatient, inconsiderate, argumentative

Destructive humor, sarcasm, horseplay, fighting

Inappropriate conflict with others, customers, co-workers, supervisors

D. Inappropriate physical behavior

Smoking, eating, drinking in inappropriate places

Sleeping on the job

Alcohol or drug use

Problems with personal hygiene


Threatening, hostile, or intimidating behavior

SELF-CHECK 2.1

I. Write QN if the statement affects the quantity of work and QL if the statement affects the quality of work. Write your answer on the space provided before each number.

______ 1. Poor scheduling of work

______ 2. Failure to meet expectations for product quality, cost or service

______ 3. Customer/client dissatisfaction

______ 4. Preventable accidents

______ 5. Misuse of sick leave

______ 6. Tardiness

______ 7. Slow response to work requests

______ 8. Break time

______ 9. Excessive visiting

______ 10. Spoilage and/or waste of materials

II. Write TRUE if the statement is correct and FALSE if the otherwise is wrong.

__________ 1. Poor attitude results in performance problem.

__________ 2. A safe working procedure should be written when retrieving old tasks.

__________ 3. Preventable accidents may affect the quantity of work.

__________ 4. Following certain procedure is very important in performing given operation or to a given event.

__________ 5. Safe working procedure should not identify the tasks that are to be undertaken that pose risks.

III. What is Workplace Procedure?

____________________________________________________

____________________________________________________

____________________________________________________


ACTIVITY 2.1

Use a T-Chart to compare and contrast the activities of the student inside the classroom against workplace procedure. Write your answer on a sheet of paper.

Similarities Difference




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.


http://en.wikipedia.org/wiki/Quality

http://en.wikipedia.org/wiki/Quality_assurance

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.

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:


http://en.wikipedia.org/w/index.php?title=Team_spirit&action=edit

http://en.wikipedia.org/wiki/Motivation

http://en.wikipedia.org/wiki/Organisational_culture

http://en.wikipedia.org/wiki/Organisational_culture

http://en.wikipedia.org/wiki/Confidence

http://en.wikipedia.org/wiki/Integrity

http://en.wikipedia.org/wiki/Normal_distribution

http://en.wikipedia.org/wiki/Normal_distribution

http://en.wikipedia.org/wiki/Standard_deviation

http://en.wikipedia.org/wiki/Six_Sigma

http://en.wikipedia.org/wiki/Organization

http://en.wikipedia.org/wiki/Statistical_process_control

http://en.wikipedia.org/wiki/Process_improvement

http://en.wikipedia.org/wiki/Weakness

http://en.wikipedia.org/wiki/Humidity

http://en.wikipedia.org/wiki/Temperature

http://en.wikipedia.org/wiki/Vibration

http://en.wikipedia.org/w/index.php?title=Failure_testing&action=edit

http://en.wikipedia.org/w/index.php?title=Failure_testing&action=edit

http://en.wikipedia.org/wiki/Consumer

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.

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 1.2.2 Quality System Elements.

Quality System Requirements

Contents

1 Management responsibility

Define and document commitment, policy and objectives, 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


http://en.wikipedia.org/wiki/Complaint

http://en.wikipedia.org/wiki/Accurate

http://en.wikipedia.org/w/index.php?title=Measuring_equipment&action=edit

http://en.wikipedia.org/wiki/Material

http://en.wikipedia.org/wiki/Component

http://en.wikipedia.org/w/index.php?title=Quality_control_testing&action=edit

http://en.wikipedia.org/wiki/Operator

http://en.wikipedia.org/wiki/Planning

http://en.wikipedia.org/wiki/Drawing

http://en.wikipedia.org/wiki/Requirement

evaluated and met

4 Product development

Plan, control and verify product development to ensure that specified requirements are met

5 Document control

System for control and identification of all documents regarding quality, e.g. procedures, instructions, and specifications

6 Purchasing Ensure that purchased products conform to specified requirements

7 Product identification and traceability

System to identify and control traceability of product at all stages from raw materials through production to the final product as delivered to the customer

8 Process control Ensure and plan the control of production which direct- ly effects quality by documented work instructions, monitoring and control of processes

9 Inspection and testing

Inspect and test incoming products, intermediate and final product; establish product conformance to specified requirements and identify non-conforming products; maintain inspection and test records

10 Inspection, measuring and test equipment

Selection and control of equipment to ensure reliability and accuracy in measuring data

11 Inspection and test status

For the whole process the products shall be identified and clearly marked concerning test status, including indication of conformance or non-conformance

12 Control of non-conforming products

Identification, documentation, evaluation, isolation (if possible) and disposition of non-conforming products

13 Corrective actions

Prevention of reoccurrence of failures (non-conformance)

14 Handling, storage packaging and delivery

Protection of the quality of the product during handling, storage, 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 Audits

Regular, planned internal audits shall be carried out, 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 Disinfection

Although not required by the ISO 9000 standards, these 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.

SELF-CHECK 2.2

Quality Standards

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.

ACTIVITY 2.2

1. Group yourselves into six members. 2. Conduct a Simulation on: “Production Process and Customer

Service” In this activity you will be rated according to the following:

Descriptive Criteria Scoring Criteria

Excellently done

5

Very Satisfactorily done 3-4

Satisfactorily done 1-2

Unsatisfactorily done 0

ASSIGNMENT

When do you say that your work is of good quality?


1. What are quality checking procedures?2. Give the processes for quality improvement?

Reference:

www.wikipedia.com

Program/ Course: Computer Hardware Servicing NC IIUnit of Competency: Apply Quality Standards Module: Applying Quality Standards

Learning Outcome #3: Validate One’s Work for Quality Improvement

Assessment Criteria:

1. Work is carried out in accordance with process improvement procedure.2. Performance of operation or quality of product of service is monitored to

ensure customer/person-in-authority satisfaction.

Resources:

http://www.paramounthealthcare.com/body.cfm?id=65

http://www.mcrcc.osmre.gov.ph

http://www.standards.dfes.gov.uk

http://www.swce.gov.uk

http://deming.eng.clemson.edu/pub/tutorials/qctools/flowm.htm http://en.wikipedia.org/wiki/Quality_management

http://www.empf.org/empfasis/aug04/prop.htm


http://deming.eng.clemson.edu/pub/tutorials/qctools/flowm.htm

http://www.swce.gov.uk/

http://www.standards.dfes.gov.uk/

http://www.mcrcc.osmre.gov.ph/

http://www.paramounthealthcare.com/body.cfm?id=65



Quality Improvement

In technical usage, quality can have two meanings:

1. the characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

2. a product or service free of deficiencies.

The quality of a product or service refers to the perception of the degree to which the product or service meets the customer's expectations. Quality has no specific meaning unless related to a specific function and/or object. Quality is a perceptual, conditional and somewhat subjective attribute.

The dimensions of quality refer to the attributes that quality achieves in Operations Management:

Quality <-> Dependability <-> Speed <-> Flexibility <-> Cost

Quality supports dependability Dependability supports Speed Speed supports Flexibility Flexibility supports Cost.

In the manufacturing industry it is commonly stated that “Quality drives productivity.” Improved productivity is a source of greater revenues, employment opportunities and technological advances. The best way to think about quality is in process control. If the process is under control, inspection is not necessary. However, there is one characteristic of modern quality that is universal. In the past, when we tried to improve quality, typically defined as producing fewer defective parts, we did so at the expense of increased cost, increased task time, longer cycle time, etc.

Date: LO 3. Validate One’s Work for Improvement Page #Version No.: Module 1: Applying Quality Standards 32

Quality Management Terms:

Quality Improvement can be distinguished from Quality Control in that Quality Improvement is the purposeful change of a process to improve the reliability of achieving an outcome.

Quality Control is the ongoing effort to maintain the integrity of a process to maintain the reliability of achieving an outcome.

Quality Assurance is the planned or systematic actions necessary to provide enough confidence that a product or service will satisfy the given requirements for quality.

http://en.wikipedia.org/wiki/Revenue

http://en.wikipedia.org/wiki/Operations_Management

Quality and Task-Completion Checking

With development teams of two or three in daily contact and frequently exchanging views and criticisms, detailed, written quality and task-completion checking procedures may be felt to be unnecessary. Procedures still need to be agreed and the results need to be documented. The need to check quality and task completion applies at all stages of the development process but is underlined especially during the prototype validation stages.

The importance of documenting checks applies whatever the size of the team and whatever the complexity of the software. In the production of assets, this may involve checking to confirm the following:

that all the asset files listed in the product specification document have been produced;

that files are correctly named; that files are the correct byte size or near the

projected file size (examining the file-sizes in a directory listing can be helpful in identifying problem files which are either much too large or much too small);

that files are the correct resolution (screen-size and bit-depth in the case of graphics; duration, sampling frequency and bit-depth in the case of sound files);

that the quality of files displaying on the target monitor or heard on target listening equipment is acceptable.

Note that sampling is seldom a satisfactory checking method. Checking should be exhaustive, unless for reasons of time or economy this is impossible. Usually, however, trying to economize on checking and testing is a false economy and cutting corners here will often come back to haunt the development team. At the end of the day, all files will need to be tested and, if at all possible, this should be done sooner rather than at a later trial stage.

Quality Improvement Processes

Manufacturers can choose from a variety of tools to improve their quality processes. The trick is to know which tools to use for each situation and increasing the sophistication of the tools in the repertoire.

Easy to implement and follow up, the most commonly used and well-known quality process is the plan/do/check/act (PDCA) cycle (Figure 1). Other processes are a takeoff of this method, much in the way that computers today are takeoffs of the original IBM system. The PDCA cycle promotes continuous improvement and should thus be visualized as a spiral instead of a closed circle.


Another popular quality improvement process is the six-step PROFIT model in which the acronym stands for:

P = Problem definition.

R = Root cause identification and analysis.

O = Optimal solution based on root cause(s).

F = Finalize how the corrective action will be implemented.

I = Implement the plan.

T = Track the effectiveness of the implementation and verify that the desired results are met.

If the desired results are not met, the cycle is repeated. Both the PDCA and the PROFIT models can be used for problem solving as well as for continuous quality improvement. In companies that follow total quality principles, whichever model is chosen should be used consistently in every department or function in which quality improvement teams are working.

Figure 1. The most common process for quality improvement is the plan/do/check/act cycle outlined above. The cycle promotes continuous improvement and should be thought of as a spiral, not a circle.

Once the basic problem-solving or quality improvement process is understood, the addition of quality tools can make the process proceed more quickly and systematically. Seven simple tools can be used by any professional to ease the quality improvement process: flowcharts, check sheets, Pareto diagrams, cause and effect diagrams, histograms, scatter diagrams, and control charts. (Some books describe a graph instead of a flowchart as one of the seven tools.)

The key to successful problem resolution is the ability to identify the problem, use the appropriate tools based on the nature of the problem, and communicate the solution quickly to others. Inexperienced personnel might do best by starting with the Pareto chart and the cause and effect diagram before


tackling the use of the other tools. Those two tools are used most widely by quality improvement teams.

FLOWCHARTS

Flowcharts describe a process in as much detail as possible by graphically displaying the steps in proper sequence. A good flowchart should show all process steps under analysis by the quality improvement team, identify critical process points for control, suggest areas for further improvement, and help explain and solve a problem.

Flowcharts can be simple, such as the one featured in Figure 2, or they can be made up of numerous boxes, symbols, and if/then directional steps. In more complex versions, flowcharts indicate the process steps in the appropriate sequence, the conditions in those steps, and the related constraints by using elements such as arrows, yes/no choices, or if/then statements.

CHECK SHEETS

Check sheets help organize data by category. They show how many times each particular value occurs, and their information is increasingly helpful as more data are collected. More than 50 observations should be available to be charted for this tool to be really useful. Check sheets minimize clerical work since the operator merely adds a mark to the tally on the prepared sheet rather than writing out a figure (Figure 3). By showing the frequency of a particular defect (e.g., in a molded part) and how often it occurs in a specific location, check sheets help operators spot problems. The check sheet example shows a list of molded part defects on a production line covering a week's time. One can easily see where to set


Figure 2. A basic production process flowchart displays several paths a part can travel from the time it hits the receiving dock to final shipping.

priorities based on results shown on this check sheet. Assuming the production flow is the same on each day, the part with the largest number

of defects carries the highest priority for correction.

Figure 3. Because it clearly organizes data, a check sheet is the easiest way to track information.

PARETO DIAGRAMS

The Pareto diagram is named after Vilfredo Pareto, a 19th-century Italian economist. are caused by 20% of the potential sources.

A Pareto diagram puts data in a hierarchical order (Figure 4), which allows the most significant problems to be corrected first. The Pareto analysis technique is used primarily to identify and evaluate nonconformities, although it can summarize all types of data. It is perhaps the diagram most often used in management presentations.

To create a Pareto diagram, the operator collects random data, regroups the categories in order of frequency, and creates a bar graph based on the results.

CAUSE AND EFFECT DIAGRAMS

The cause and effect diagram is sometimes called an Ishikawa diagram after its inventor. It is also known as a fish bone diagram because of its shape. A


Figure 4. By rearranging random data, a Pareto diagram identifies and ranks nonconformities in the quality process in descending order.

cause and effect diagram describes a relationship between variables. The undesirable outcome is shown as effect, and related causes are shown leading to, the said effect. This popular tool has one severe limitation, however, in that users can overlook important, complex interactions between causes. Thus, if a problem is caused by a combination of factors, it is difficult to use this tool to depict and solve it.

Figure 5. Fish bone diagrams display thevarious possible causes of the final effect.

Further analysis can prioritize them.

A fish bone diagram displays all contributing factors and their relationships to the outcome to identify areas where data should be collected and analyzed. The major areas of potential causes are shown as the main bones, Later, the subareas are depicted. Thorough analysis of each cause can eliminate causes one by one, and the most probable root cause can be selected for corrective action. Quantitative information can also be used to prioritize means for improvement, whether it be to machine, design, or operator.

HISTOGRAMS

The histogram plots data in a frequency distribution table. What distinguishes the histogram from a check sheet is that its data are grouped into rows so that the identity of individual values is lost. Commonly used to present quality improvement data, histograms work best with small amounts of data that vary considerably. When used in process capability studies, histograms can display specification limits to show what portion of the data does not meet the specifications.

After the raw data are collected, they are grouped in value and frequency and plotted in a graphical form (Figure 6). A histogram's shape shows the nature of the distribution of the data, as well as central tendency (average) and variability. Specification limits can be used to display the capability of the process.


Figure 6. A histogram is an easy way to see the distribution of the data, its average, and

variability.

SCATTER DIAGRAMS

A scatter diagram shows how two variables are related and is thus used to test for cause and effect relationships. It cannot prove that one variable causes the change in the other, only that a relationship exists and how strong it is. In a scatter diagram, the horizontal (x) axis represents the measurement values of one variable, and the vertical (y) axis represents the measurements of the second variable. Figure 7 shows part clearance values on the x-axis and the corresponding quantitative measurement values on the y-axis.

Figure 7. The plotted data points in a scatter diagram show the

relationship between two variables.

CONTROL CHARTS


A control chart displays statistically determined upper and lower limits drawn on either side of a process average. This chart shows if the collected data are within upper and lower limits previously determined through statistical calculations of raw data from earlier trials (Figure 8).

Figure 8. Data points that fall outside the upper and lower control limits leads to investigation and correction of the process.

In preparing a control chart, the mean upper control limit (UCL) and lower control

limit (LCL) of an approved process and its data are calculated. A blank control chart with mean UCL and LCL with no data points is created; data points are added as they are statistically calculated from the raw data.

SELF-CHECK 3.1

I. Define the following.

1. Quality

___________________________________________________

___________________________________________________

___________________________________________________

2. Flow Chart

___________________________________________________

___________________________________________________


___________________________________________________

3. Check Sheet

___________________________________________________

___________________________________________________

___________________________________________________

4. Pareto Diagram

___________________________________________________

___________________________________________________

___________________________________________________

ACTIVITY 3.1


Provided with the needed tools, testing devices and materials in improving quality processes, classify them using a check sheet to determine their condition.

CONDITION

Tools Good Defective

1.2

3

Testing devices

1.2

3

Materials

1.2

3

ASSIGNMENT

As a Computer Hardware Servicing student, what tools are appropriate in your industry?


Cut pictures of tools used in Computer Hardware Servicing and be able to identify their functions.

Reference:

Mc Laughlin, Robert, Sasser, Susan Ralston, Fix your own PC. Philippines

Graphics Arts, Inc., Tandang Sora St., Caloocan City

Legaspi, Carlos, Caina, Mark Anthony Operate A Personal Computer .

Dasmarinas Computer Learning Center.

ANSWER KEY 1.2.2

I. II.

1. QN 1. TRUE2. QL 2. FALSE3. QL 3. TRUE4. QN 4. TRUE5. QN 5. FALSE6. QN7. QN III.

8. QN Workplace procedure is a written

9. QN instructions that identifies the health

10. QL and safety issues that may arise from

jobs and tasks.

ANSWER KEY 1.2.2

1. T2. F3. T


4. F5. F

ANSWER KEY 1.3.1

1. Quality is the characteristics of a product that bear on its ability to satisfy or implied needs.

2. Flowchart describes a process by graphically displaying the steps in proper sequence.

3. Check Sheet helps organize data by category.4. Pareto Diagram puts data in hierarchical order which allows the

most significant problems to be corrected first.


RTC-TESDAQA

SYSTEM

Computer Hardware

Servicing NC II

Date Developed:May 2011

Document No.

Issued by:

Page 1 of 44Developed by:

Edgar G. dela Rosa

Revision # 00

Documents

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