ICT Computer System Servicing 9 Module 3: Engage
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ICT – Computer System Servicing 9 Quarter 1 – Module 3: Lesson 2 : Lesson 1: Applying Quality Standards [AQS]- Engage in quality improvement 9
Transcript of ICT Computer System Servicing 9 Module 3: Engage
ICT – Computer System
Servicing 9 Quarter 1 – Module 3:
Lesson 2 : Lesson 1: Applying
Quality Standards [AQS]- Engage
in quality improvement
9
Computer System Servicing– Grade 9 Self-Learning Module (SLM) Quarter 1 – Module 3: Engage in quality improvement First Edition, 2020 Republic Act 8293, section 176 states that: No copyright shall subsist in any work of the Government of the Philippines. However, prior approval of the government agency or office wherein the work is created shall be necessary for exploitation of such work for profit. Such agency or office may, among other things, impose as a condition the payment of royalties. Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names, trademarks, etc.) included in this module are owned by their respective copyright holders. Every effort has been exerted to locate and seek permission to use these materials from their respective copyright owners. The publisher and authors do not represent nor claim ownership over them.
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ICT – Computer System
Servicing 9 Quarter 1 – Module 3:
Lesson 1: Applying Quality
Standards [AQS]- Engage in
quality improvement
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Introductory Message
For the facilitator:
Welcome to the ICT-CSS9 Quarter 1 – Module 3: Lesson 1: Applying Quality
Standards [AQS] Self-Learning Module (SLM) on Engage in quality improvement
This module was collaboratively designed, developed and reviewed by educators both
from public and private institutions to assist you, the teacher or facilitator in helping
the learners meet the standards set by the K to 12 Curriculum while overcoming
their personal, social, and economic constraints in schooling.
This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration their
needs and circumstances.
In addition to the material in the main text, you will also see this box in the body of
the module:
As a facilitator you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to manage
their own learning. Furthermore, you are expected to encourage and assist the
learners as they do the tasks included in the module.
Notes to the Teacher
This contains helpful tips or strategies that
will help you in guiding the learners.
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For the learner:
Welcome to the ICT-CSS9 Quarter 1 – Module 3: Lesson 1: Applying Quality
Standards [AQS] Self-Learning Module (SLM) on Engage in quality improvement
The hand is one of the most symbolized parts of the human body. It is often used to
depict skill, action and purpose. Through our hands we may learn, create and
accomplish. Hence, the hand in this learning resource signifies that you as a learner
is capable and empowered to successfully achieve the relevant competencies and
skills at your own pace and time. Your academic success lies in your own hands!
This module was designed to provide you with fun and meaningful opportunities for
guided and independent learning at your own pace and time. You will be enabled to
process the contents of the learning resource while being an active learner.
This module has the following parts and corresponding icons:
What I Need to Know
This will give you an idea of the skills or
competencies you are expected to learn in the
module.
What I Know
This part includes an activity that aims to
check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
What’s In
This is a brief drill or review to help you link
the current lesson with the previous one.
What’s New
In this portion, the new lesson will be
introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.
What is It
This section provides a brief discussion of the
lesson. This aims to help you discover and
understand new concepts and skills.
What’s More
This comprises activities for independent
practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
What I Have Learned
This includes questions or blank
sentence/paragraph to be filled in to process
what you learned from the lesson.
What I Can Do
This section provides an activity which will
help you transfer your new knowledge or skill
into real life situations or concerns.
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Assessment
This is a task which aims to evaluate your
level of mastery in achieving the learning
competency.
Additional Activities
In this portion, another activity will be given
to you to enrich your knowledge or skill of the
lesson learned. This also tends retention of
learned concepts.
Answer Key
This contains answers to all activities in the
module.
At the end of this module you will also find:
The following are some reminders in using this module:
1. Use the module with care. Do not put unnecessary mark/s on any part of the
module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other activities
included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.
We hope that through this material, you will experience meaningful learning and
gain deep understanding of the relevant competencies. You can do it!
References This is a list of all sources used in developing
this module.
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What I Need to Know
This module was designed and written with you in mind. It is here to help you master
the Input data into computer. The scope of this module permits it to be used in many
different learning situations. The language used recognizes the diverse vocabulary
level of students. The lessons are arranged to follow the standard sequence of the
course. But the order in which you read them can be changed to correspond with
the textbook you are now using.
The module has one lesson, namely:
LO 1 – Participate in process improvement procedures in relative to
workplace assignment
LO 2 – Carry out work in accordance with process improvement
procedure.
After going through this module, you are expected to:
1. Explain the process improvement procedure;
2. Participate in process improvement procedures in relative to workplace
assignment; and
3. Carry out work in accordance with process improvement procedure.
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What I Know
Read and answer each question concisely
1. Enumerate and discuss the Types of Process Improvement
__________________________________________________________________
____________________________________________________________________________________________________________________________________
__________________________________________________________________ __________________________________________________________________
__________________________________________________________________________________________________________
2. Discuss the different Tools used for Evaluating Process and Improvement.
_____________________________________________________________________
__________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________________________________________________________________________________________________________________________
______________________ 3. Discuss the ISO 9001 Processes, Procedures, and Work Instructions.
__________________________________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________________________________
________________________________________________________________________________________________________________________________________________________________
4. Discuss the Factors in Monitoring Performance Operation.
_____________________________________________________________________
__________________________________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________________________________
___________________________________________________________________________________________
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Lesson
7 Lesson 1: Applying Quality Standards
[AQS] - Engage in quality
improvement
What’s In
Read and answer each question concisely
Activity 1
1. Discuss Quality Assurance vs. Quality Control
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
_____________________________________________________________
Activity 2
I. Direction: Give the meaning of the following acronym of the tools
used in process improvement procedure.
1. DRIVE D - ________________
R - ________________ I - ________________
V - ________________ E - ________________
2. DMAIC D - ________________
M - ________________ A - ________________
I - ________________ C - ________________
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What’s New
Read and answer each question concisely
1. Does it necessary to conduct a process Improvement Procedure?
Why?_____________________________________________________________
______________________________________________________________________________________________________________________________________________________________________________________________________
_____________________________________________
2. How important is performance monitoring during the operation of work?
______________________________________________________________________________________________________________________________________________________________________________________________________
__________________________________________________________________________________________________________
3. Why is there a need to provide for the following: A. Customer’s Feedback
___________________________________________________________________ ___________________________________________________________________
__________________________________________________.
B. Co-worker’s Feedback
___________________________________________________________________
___________________________________________________________________ _________________________________________________.
C. Supervisor’s Rating Sheet ___________________________________________________________________
___________________________________________________________________ _________________________________________________.
D. Supplier’s Feedback
___________________________________________________________________ ___________________________________________________________________
_________________________________________________.
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What is It
Process improvement procedure is conducted to make things more effective as well as efficient with the aim of achieving specific goals.
There are number of process improvements that make things more effective as well as efficient.
Identify Process Waste
1. Cost Cutting – organization should spot redundancies and other items
that wind up increasing overhead costs. Unnecessary tasks should drop. Spend less but makes the processes flow better.
2. Reducing Communication Issues – decreasing the number of emails and contact touch points. Provide communication software that departments
and employees can see and share information. 3. Process Visualization – it allows you to follow the process and locate
bottleneck as they arise. Make that process more efficient. Auditing is one
of the most critical parts of process improvement because every process you create needs to be monitored regularly.
Types of Process Improvement
Improving product quality
Upgrade service quality
Improve delivery times
Reduce billing cycles
Make production more efficient
Continuous Process Improvement (CPI) Techniques Process Mapping- is the
methodology for visualizing business processes. It is one of the most essential continuous improvement tools. It can actually see potential improvements.
Tools for Evaluating Process and Improvement
DRIVE - is a continuous improvement tool that involves evaluating problems.
Define – Defining the problem and identifying success criteria.
Review – Analyze the current situation, looking for areas that are problematic or need improvement.
Identify – Finding potential solutions to the problem and evaluating the type of changes needed to sustain these improvements.
Verify – Figure out whether or not the solutions and changes conducted will help reach the criteria of success as defined in step #1.
Execute – Carry out the implementation of solutions or improvements.
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Check if your success criteria are met and review the entire process.
Plan-Do-Study-Act (PDSA) Cycle - It is a continuous improvement tool developed by Edwards Demming. It consists of four phase:
Plan – Identifying potential problems and shortcomings within the company, be it about a process, product or service.
Do – The planned changes are carried out on a small scale. This acts as a test on whether the proposed changes work or not without having risk then, implementing
it on a larger scale.
Study – Once you have some data on how well the new process works, it’s time to
benchmark it to the original. If doesn’t work as planned, then all the new information
is taken into consideration when starting the new cycle. If it does, then you proceed to the final step.
Act – Having confirmation that the new process is better than the old one, you can finally start executing it on a company-wide scale.
DMAIC – Define, Measure, Analyze, Improve and Control - it is a bit similar to drive.
Define – The first phase is identifying all the strategic aspects of the entire procedure.
That is, articulating the problem, defining the budget or the scope of the project, etc.
Measure – the benchmark for improvement has to be identified. i.e., once the process improvement initiative is carried out, the new data should be compared with the old,
identifying which method or process is better.
Analyze – During the analyzing stage, the team has to identify the root cause of the
problem. This can be done with a root cause analysis (Fishbone diagram, for example). Once about 3 or 4 potential causes are identified, their connection to the
original metric is to be determined. From then on, the exact root cause has to found the potential causes.
Improve – Once the root cause found, different solutions are to be tested (usually on
a smaller scale). If the solution does solve the problem, and it’s empirically proven with data vs the “measure” step, it can be scaled and applied to all relevant processes.
Control – The DMAIC process improvement initiative doesn’t end with implementing the right changes. Once that it all done, it is important to keep track of the improved
process, making sure that it is working as intended.
Process vs Procedure A process is used by the management to analyze the efficiency
of their business while a procedure on the other hand, is a lot more detailed, as it includes the exact instructions on how the employee is supposed to carry out the
job. A process is a series of related tasks or methods that together turn inputs into
outputs while a procedure is a prescribed way of undertaking a process or part of a process.
Credit to: https://tallyfy.com/process-improvement-examples/
ISO 9001 Processes, Procedures and Work Instructions
Section 4.4 of the standard, titled Quality Management System and its Processes
covers the general requirements for work processes.
The Relationship between Processes, Procedures and Work Instructions When a
company documents its QMS, it is an effective practice to clearly and concisely
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identify their processes, procedures and work instructions in order to explain and
control how it meets the requirements of ISO 9001:2015.
PROCESS – it states what needs to be done and why. It is a high level, strategic
method of control, in effect a summary of objectives, specifications, and broad
resources needed. It is any activity or set of activities that use resources to transform
inputs into outputs. The ISO 9001 standard is based on a process approach.
(Establishing effective and efficient processes that are consistently followed and
improved upon is the basis for most management standards.)
Processes must have defined (and hopefully measurable) objective(s), input(s),
output(s), activities, and resources. These key elements should be present when
defining a process:
Inputs/Resources:
Specified requirements (needs)
Example:
What information do you need to start work?
Where does that information come from? Activities
Interrelated or interacting activities that use resources needed to achieve a
specific output
All of the operations, activities, and sub-processes carried out to produce the
desired result. Example:
What are the basic jobs carried out in your department? Can you explain to me your operations here?
Outputs
Satisfying requirements (results)
Example: Who receives the result of your work?
How do you know if you’ve done your job correctly? (met objectives)
One way to visualize a process is a trans-formative. The work is done and then
received as a satisfactory result. The effectiveness of the process is measured in its
ability to achieve the desired results.
Image Source:
https://the9000store.com/iso-9001-
2015-requirements/iso-9001-2015-
context-of-the-organization/processes-
procedures-work-instructions/
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The ISO 9001 2015 standard suggests that many types of processes may be
necessary to satisfy its requirements including:
Operations management processes
Resource management processes
Planning processes
Documentation processes (such as those used for direct production or service
provision)
In ISO 9001 processes you are required to document the number of processes which
typically determine the number of procedures.
PROCEDURE – it states how the process needs to be done. It is more specific in terms
responsibilities, specific tools, methods, and measurement.
A procedure is a uniform method that outlines how to perform a process, such as
how you control your suppliers. It typically contains elements such as:
Why the procedure is required
What needs to be accomplished and how it will be executed
Who performs and what action needs to be done
Where the inputs come from and where the outputs go
Any location requirements (i.e. where an activity is performed)
The criteria (requirements) they must meet
Tools, information or other resources required
Terminology, definitions, explanations, etc. While requirements and
supporting processes are often cited in the ISO 9001:2015 standard, the mandate for creating specific procedures has been removed and replaced with
the term “Documented Information”
Procedures are used when there is a definite operation that should be followed on a
consistent basis.
Procedure Example: Contract Review - a formal process used for communicating with customers and
reviewing information from the customer, including customer’s feedback.
Procedures (along with your ISO 9001 quality manual and required forms) often
make up the core documentation for the QMS that helps run the system with more
conformity, consistency and, predictability.
The procedures will describe how you operate and control your business and meet
the ISO 9001 requirements amid fluctuating conditions such as personnel changes,
supplier replacements, updated customer requirements/expectations, etc.
WORK INSTRUCTION – it explains how to carry out the procedure. It is a step by-
step guideline to implement the process and procedure, focusing to those who are
doing the actual work. It describes how to perform a task within a process, which is
a more detailed portion of the procedure.
Reasons for having work instructions are the following:
1. There are times more detail is needed than that which is described in the
procedures. Many organizations include work instructions to detail specific tasks referenced in a procedure, aid in training and to reduce mistakes since the step
by-step instructions needed for accomplishing something may be missing from more generally drafted procedures.
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2. It is a good organizational tool A work instruction will often repeat many of the
elements of a procedure to help describe where it fits into the process such as:
Purpose
Definitions
Responsibility
Requirements
Tools and information
A work instruction contains the step-by-step detail that is not advantageous to put
into a procedure because it requires such a limited scope.
Factors in Monitoring Performance Operation
1. CUSTOMER’s SATISFACTION Customer satisfaction is defined as a measurement that determines how
happy customers are with a company’s products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a
company determine how to improve its products and services. An organization’s main focus is to satisfy its customers.
It is one of the most crucial keys to business success. It is essential to keep your
customers happy and satisfied. With that satisfaction, they will provide reasons to
“value” your products and or services.
Image Source:
https://www.researchgate.net/figure/Th
e-original-SCSB-Swedish-Customer-
Satisfaction-Barometer-
model_fig1_237193148
Image Source:
https://the9000store.com/iso-9001-
2015-requirements/iso-9001-2015-
context-of-the-organization/processes-
procedures-work-instructions/
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Four Tips to Ensure Customer Satisfaction
1. Talk to them – it is the best way to understand the needs and wants of your customers. Consider the process of asking the customers about important
information and questions which you can use to improve your products or services.
2. Build a customer relationship - you can learn what’s on your customers’ minds by following them and engaging with them on social media. This is a
great way to cement customer relationships.
3. Extend your help – businesses need to reassure customers that help is standing by in whatever form it is best delivered.
4. Collect and analyze customer’s information - Information is vital in decision making. Information provides reason why costumers value your products and
or services. 2. CUSTOMER’s FEEDBACK
Customer feedback is information provided by clients about whether they are
satisfied or dissatisfied with a product or service and about general experience they had with a company. Their opinion is a resource for improving customer
experience and adjusting your actions to their needs. This information can be collected with different kinds of surveys (prompted feedback), but you can also
find opinions and reviews your clients post online (unprompted feedback) and collect them using Internet monitoring tools. Both sources are important to
get a full picture of how your clients perceive your brand.
It is a guide that describes how customer’s satisfied with the products and or
services you offered. The feedback of the customer is based on their experience that would bring positive improvements.
Top Seven Reasons Why Customer Feedback is Important in Business
1. Customer feedback helps improve products and services
When you initially introduce a new product, brand or service to market
you probably have an idea about customer needs. Their opinions help
you ensure that the end product will actually meet their expectations
and fulfill their needs.
2. Customer feedback helps you measure customer satisfaction using
rating-based questions you can easily estimate the level of satisfaction
and consequently predict your company’s financial condition in the
future. One of the most accurate methodologies that helped many
companies measure, manage and improve customer satisfaction is the
Net Promoter Score (NPS).
The metric is based on one simple question that investigates how likely
it is that a customer would recommend a brand to a friend. Response
options for the loyalty questions are based on a 0–10 point rating scale,
with 0 representing extremely negative and 10 representing extremely
positive. This methodology is both simple and universal, so every
business can apply it in customer satisfaction management.
3. Collecting customer feedback shows you value their opinions
By asking your clients for feedback you communicate that their opinion
is important to you. You involve them in shaping your business so they
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feel more attached to your company. Listening to their voice helps you
create stronger relations with them. This is the best way to gain
valuable brand ambassadors who will spread positive word of-mouth
for you. Their recommendations is probably the most effective and, at
the same time, the cheapest way to acquire new customers and become
more trustworthy in the eyes of your current and potential clients. It
puts a customer in the central position of your company and this is the
right way to run a business.
4. Customer feedback helps you create the best customer experience
Marketing is heavily based on experiences people have with products,
services and brands. If you focus on providing the best customer
experience at every touch point, clients will stay loyal to your brand.
And naturally, the most effective way to give them amazing experience
is asking them what they like about your service and what should be
improved.
5. Customer feedback helps to improve customer retention
Satisfied customer will stay with you. Unhappy customer will
eventually find a better alternative to your business and leave.
Customer feedback helps you determine if your clients are satisfied
with your service and detect areas where you should improve. Asking
for opinions regularly can always keep a finger on the pulse.
6. Customer feedback is a reliable source for information to other
consumers
In the times of social media, consumers do not trust
commercials or expert advice so much. Opinions provided by other
customers who have already used a product or service are more reliable
source for information. Many companies today incorporate review
system in their services and products.
7. Customer feedback gives you data that helps taking business
decisions
Customer feedback is one of the most reliable sources for tangible data
that further can be used in taking business decisions. Customer
insights will help you understand clients and their needs more
profoundly. Customer feedback is valuable source for such data, but
you must learn how to listen to it and how to translate it into actionable
takeaways for your business.
3. CO-WORKER’s FEEDBACK
Co-worker feedback is part of a quarterly performance management system
that encourages open communication and growth at one company
Characteristics of Effective Co-worker Comments/Feedbacks
1. Make comments that support your scores.
2. Don’t make accusatory, hurtful, or “personal” comments. Address
behaviors and the impact of these behaviors on co-workers.
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3. Point out positive as well as problematic behaviors. Remember that the
purpose of the evaluations is to provide feedback on things a person does
well (and to encourage continuing these behaviors) and on areas that need
improvement (and to provide suggestions for improvement).
4. Be as specific as possible; avoid generalities. Try to give examples of
behaviors you are criticizing. A person who receives a vague comment may
have no idea what they are doing that is causing your perception. That
means they certainly won’t know what to do to change their behavior.
5. When pointing out a problem, try to suggest a possible solution.
6. 6. When commenting on someone’s progress in correcting a problematic
behavior, recognize intermediate steps in improvement (many behaviors
take time to improve).
7. Be aware of the overall tone of your comments, be as factual as possible.
Don’t convey blame. Think about how the person receiving your comments
will feel when they read them.
8. To the extent possible, your comments should summarize issues that
you’ve already discussed with the person during the past quarter.
Tips for Providing Co-Worker’s Feedback
1. Make Your Feedback Straightforward and Honest You hinder your colleague’s development if you hedge your words, leave
out deserved criticism, or send up a smokescreen that fogs the true
interaction you have with the employee. The manager can only deal with a certain amount of information—
whether it's praise or criticism. Make your key points succinctly. If you have criticisms, pick one to three to share. Don’t go on and on with details
that don’t clarify your key points. State the facts. 2. Do Make Your Key Points
Highlight your key interactions with your co-worker. Emphasize the positive aspects of working with them and any areas that could use for
development. A maximum of three strengths and three weaknesses is the
most a manager can deal with effectively when combined with feedback from others. This forces you to focus on the most important aspects of
your co-worker’s performance.
3. Provide Examples to Illustrate Your Most Important Points Your feedback will help your colleague most if you can provide a clarifying
example.
Example:
"John is a poor meeting leader," is not as helpful as saying that when
John leads meetings, people talk over each other, the meetings go over
their scheduled time, start late, and rarely have an agenda.
4. Don’t Expect to See the Employee Act on Your Feedback
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The manager is looking for patterns of behavior, both positive and
negative. If you are the only co-worker who offers a particular criticism or praise, the manager may choose to focus on the behaviors that more
employees identified. Managers recognize that employees can only focus on a few things at a
time to effectively change their behavior. Hitting the employee with 10 different areas for improvement will result in a demoralized employee who
feels they are doing nothing right. You want an employee to perceive feedback as a genuine opportunity
to grow personal and professional skills, not as a dump about
everything they are doing wrong.
5. Don’t Worry About Negative Impact on Your Co-Worker
The employee’s manager is looking for patterns they can share with the
employee. Your feedback is only one piece that goes into the awarding of raises and promotions.
6. Use the Experience as a Growth Opportunity
As you think about your co-worker’s performance and interactions, examine actions and habits you also have that people love or hate. You’re
sure to find some commonalities with your co-worker. It’s a great
opportunity to look at yourself and think about what you could improve, too.
By offering thoughtful feedback with specific examples, the manager can share the feedback with your co-worker, or your co-worker can read the
feedback and digest its essence. You are presenting an opportunity for the employee to grow.
4. SUPERVISOR’s RATING SHEET An evaluation form is a document supervisors use to measure an employee's
workplace performance. An evaluation form encompasses all aspects of an
employee's duties, such as his productivity and ability to meet goals. Types
Supervisors complete evaluation forms based on their observations. Employees may also fill out a self-evaluation form wherein they score their
own performance. Features
Evaluation forms may collect information about employee attendance,
cooperation in the workplace, interactions with others, dependability, motivation and ethical judgment. These forms are typically quantitative to
incorporate a scoring system; using this format, the employee receives a total score at the end of his evaluation form.
Function Evaluation forms become a part of an employee’s personnel record and
serve as documentation that the supervisor and employee completed an evaluation. Since evaluations are part of a company's performance
management initiatives, these forms may serve as justification for supervisors
to promote, demote, terminate or give raises to their employees. 5. SUPPLIER’s FEEDBACK
Supplier feedback is about communicating with a supplier regarding a given procurement process. Embedding supplier feedback into government
procurement processes informs government's commitment to continuous improvement in its relationship with suppliers. Such feedback should form part
of the implementation of your Supplier Engagement Plan (SEP). Supplier feedback can include:
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government providing suppliers with feedback on their offers post the
contract being awarded,
suppliers providing feedback to government on a procurement process,
and
government and the successful supplier having a two-way debrief at the
conclusion of the procurement contract.
This guide assists practitioners in providing feedback to suppliers at various stages
of a procurement process, and details how the process can inform an organisation's
broader supplier engagement strategy.
Benefits
Undertaking supplier feedback can be beneficial to both parties.
For the supplier, feedback:
can help improve their competitive performance by gaining a clearer
understanding of government requirements,
provide surety to them that an open, fair and transparent process has been
undertaken, and
can help them plan and compete for their next procurement opportunity. For
government, feedback can:
improve its procurement process and practices,
improve the market's understanding of government's needs,
improve supplier competitiveness and, in the long term, increase the potential
for improved value-for-money outcomes,
contribute to intelligence gathering about the market and its segments, and
demonstrate commitment to good practices, openness and transparency.
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What’s More
Direction: Read and study the situation/problem then, fill in the diagram with the
needed data in relation to computer system activities using the process
improvement procedure.
SITUATION 1
You are assigned by your teacher to demonstrate the checking of the completeness
and quality status of the computer peripherals in preparation for the hands-on
activity. While practicing you have noticed that the action you have taken needs to
be improved.
1. How you were going to improve your action?
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
Using the diagram below, fill in the box with the needed data on how you
were going to perform.
2. In what hierarchy of the ISO 9001 does the diagram belong?
https://sites.google.com/site/nhansuvietnam2013/performance-
evaluation-guidelines/employee-performance-evaluation-form https://www.sampleforms.com/supplier-evaluation-form.html
INPUT PROCESS OUTPUT
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_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
________________________________________________________________
What I Have Learned
SITUATION
Your teacher asked you to illustrate and explain the steps on how to perform
the computer assembly.
Action to Problem/Tasks: Problem/Tasks: Problem/Tasks: Problem/Tasks:
1. What should you do?
_______________________________________________________________
_____________________________________________________________________________________________________________________________________________________________________________________________
_________________.
2. In what hierarchy of the ISO 9001 does the diagram belong?
MEASUR
-EMENT
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_____________________________________________________________
_____________________________________________________________
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What I Can Do
ACTIVITY: Connecting of Computer Parts/Peripherals
Direction: Write the steps in connecting PC Peripherals. Arrange the following to perform the task successfully. Using the given form asks your parents to
rate your activity.
1. steps in connecting PC Peripherals
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CONCEPCION NATIONAL HIGH SCHOOL
Brgy. Concepcion, Koronadal City 1985
Technology & Livelihood Education Department
G9 ICT – COMPUTER SYSTEM SERVICING (CSS)
FEEDBACK FORM
Ratee: Section: G9- School: Concepcion National High School
Shop/Lab: Computer Laboratory
Purpose: Check the Quality of Work Performed and the Behavior
Date:
Description: This form is essential for improving the quality of Feedback Result
TOOLS
METHODS
RESPONSI
-BILITIES
PURPOSE
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activities performed by the student/s. Please rate your
satisfaction level with the following activities conducted.
Direction: Please check the appropriate rating.
How satisfied are you in terms of the following: 5 4 3 2 1
I. Quality and Correctness of Work
1. Proper Connection of Peripherals
2. Good Choice of Layout/Design/Placement of
Peripherals
3. Correct Placement of Wirings/Cables
II. Student’s Participation
1. Actively Participated in activity conducted
2. Carefully follow all the instructions (Rules and Procedures)
3. Possess proper behaviour during the activity
Benefit/s Gained: Problem/s Encountered:
Comments/Suggestions:
_ _ _ Ratee’s Signature over Printed Name Evaluator‘s Signature over Printed Name
Assessment
MULTIPLE CHOICES Direction: Direction: Direction: Direction: Read and answer carefully.
Choose the letter of the BEST answer. Write your answer on your activity notebook.
1. It is one of the most essential continuous improvement tools that can
actually see potential improvements.
A. Illustrating
B. Planning
C. Process Mapping
D. Road Mapping
2. It is the most straightforward map used to easily visualize the process
improvement.
A. Block diagram
B. Flowchart diagram
C. Pictorial diagram
D. Schematic diagram
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3. In using “DRIVE” as a tool for evaluating process and improvement,
which of the following is used to analyze the current situation and the
problems that occur?
A. Define
B. Identify
C. Review
D. Verify
4. It is a continuous improvement tool developed by W. Edward
Demming.
A. DRIVE
B. DMAIC
C. IL Cycle
D. PDSA Cycle
5. It is one of the most critical parts of process improvement.
A. Auditing
B. Identifying
C. Reviewing
D. Verifying
6. Which is one of the most critical parts of process improvement?
A. Auditing
B. Identifying
C. Reviewing
D. Verifying
7. Which of the following is the continuous improvement tool developed
by W. Edward Demming?
A. DRIVE
B. DMAIC
C. IL Cycle
D. PDSA Cycle
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8. In using “DRIVE” as a tool for evaluating process and improvement,
which of the following is used to find potential solutions to the
problem?
A. Define
B. Identify
C. Review
D. Verify
9. It is the best diagram used to analyze the issue and process
improvement.
A. Block diagram
B. Flowchart diagram
C. Pictorial diagram
D. Schematic diagram
10. Which of the following is the most essential tool that could see
potential improvements?
A. Illustrating
B. Planning
C. Process Mapping
D. Road Mapping
11. It is the state in ISO that tell us on what needs to be done and why
things should be done.
A. Procedure
B. Process
C. Work Instruction
D. Work Order
12. It is a requirement in ISO that states how the process needs to be
done.
A. Procedure
B. Process
C. Work Instruction
D. Work Order
13. It is the level in ISO that explains how to carry out procedure.
A. Procedure
B. Process
C. Work Instruction
D. Work Order
14. It covers the general requirements for work processes.
A. Quality Assurance
B. Quality Control
C. Quality Management
System
D. Quality Standards
15. In what part of the ISO do Processes, Procedures and Work
Instructions are being employed?
A. ISO 9000
B. ISO 9001
C. ISO 19011
D. ISO 26000
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Additional Activities
Why do we need to continuously engage ourselves to Quality Improvement?
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Answer Key
Assessment
1.C
2.C
3.C
4.D
5.A
6. A
7.D
8.B
9.B
10. C
11.B
12.A
13.C
14.C
15.B
What’s In
1.DRIVE
D - DEFINE R - REVIEW
I - IDENTIFY V - VERIFY
E - EXECUTE 2.DMAIC
D - DEFINE
M - MEASURE A - ANALYZE
I - IMPROVE C - CONTRO
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References
References: https://tallyfy.com/process-improvement-examples/
https://the9000store.com/iso-9001-2015-requirements/iso-9001-2015-context-of-
theorganization/processes-procedures-work-instructions/ https://asq.org/quality-
resources/customer-satisfaction# https://smartercx.com/4-tips-increasing-
customer-satisfaction/ https://www.yourdictionary.com/feedback
https://www.helpscout.com/blog/customer-feedback/
https://blog.startquestion.com/7-reasons-why-customer-feedback-is-important-
toyour-business-28e99c00eba7 https://www.workforce.com/news/writing-
effective-co-worker-comments# https://www.thebalancecareers.com/how-to-
provide-coworker-feedback-for-a-360review-1917538
https://bizfluent.com/facts-6789735-definition-evaluation-form.html
https://www.buyingfor.vic.gov.au/supplier-feedback-over-procurement-
processgoods-and-services-procurement-guide
https://www.betterteam.com/downloads/employee-evaluation-form
https://www.questionpro.com/blog/supplier-evaluation-form-example-tools-
benefits/
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For inquiries or feedback, please write or call: Department of Education – SOCCSKSARGEN Learning Resource Management System (LRMS)
Regional Center, Brgy. Carpenter Hill, City of Koronadal
Telefax No.: (083) 2288825/ (083) 2281893
Email Address: [email protected]
This Self-learning Module (SLM) was developed by DepEd SOCCSKSARGEN with
the primary objective of preparing for and addressing the new normal. Contents of this
module were based on DepEd’s Most Essential Learning Competencies (MELC). This
is a supplementary material to be used by all learners of Region XII in all public
schools beginning SY 2020-2021. The process of LR development was observed in
the production of this module. This is version 1.0. We highly encourage feedback,
comments, and recommendations.
EDITOR’S NOTE
