TLE ICT - CSS · 1 day ago · TLE– ICT – CSS – Grade 9 ... Welcome to the TLE- ICT - Computer System Servicing 9 Alternative Delivery Mode (ADM) Module on Applying Quality

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TLE – ICT - CSS Quarter 1 – Module 1:

Applying Quality Standards (AQS)

TLE– ICT – CSS – Grade 9 Alternative Delivery Mode Quarter 1 – Module 1: Applying Quality Standards (AQS) 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. Published by the Department of Education Secretary: Leonor Magtolis Briones Undersecretary: Diosdado M. San Antonio

Printed in the Philippines by ________________________ Department of Education –Region VII Schools Division of Negros Oriental Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117 E-mail Address: [email protected]

Development Team of the Module

Writer: Jhella U. Opinion

Editor: Reynald M. Manzano

Reviewers: Louelyn M. Lajot, Reynald Manzano

Typesetter: Mark Joeben L. Casal

Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera

Fay C. Luarez, TM, Ed.D., Ph.D. Maricel S. Rasid

Adolf P. Aguilar Elmar L. Cabrera

Nilita L. Ragay, Ed.D

Antonio B. Baguio, Jr., Ed.D

mailto:[email protected]

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TLE – ICT – CSS Quarter 1 – Module 1:

Applying Quality Standards

(AQS)

ii

Introductory Message

For the facilitator:

Welcome to the TLE – ICT - Computer System Servicing 9 Alternative Delivery

Mode (ADM) Module on Applying Quality Standards (AQS)!

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 TLE- ICT - Computer System Servicing 9 Alternative Delivery

Mode (ADM) Module on Applying Quality Standards (AQS)!

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; 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.

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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This module covers the knowledge, skills, attitudes and values needed to apply quality

standards in the workplace. Quality standards are defined as documents that provide

requirements, specifications, guidelines, or characteristics that can be used consistently

to ensure that materials, products, processes, and services are fit for their purpose.

In this module, you will also learn about application of relevant safety procedures and

regulations, organization procedures and customer requirements related to Computer

System Servicing.

This module consists of three most essential learning competencies, namely:

• Assess quality of received materials

• Assess own work

• Engage in quality improvement

After going through this module, you are expected to:

1. Obtain work instruction in accordance with standard operating procedures

2. Check the received materials against workplace standards and specifications

3. Identify and isolate faulty materials/errors related to work

4. Record and/ or report defects and any identified causes to the supervisor

concerned in accordance with workplace procedures

5. Identify and use documentation relative to quality within the prescribe standard

6. Record information on the quality and other indicators of production performance

in accordance with workplace procedures

7. Participate process improvement procedures in relative to workplace assignment

8. Manage work in accordance with process improvement procedures

9. Monitor performance of operation or quality of product of service to ensure

customer satisfaction

What I Need to Know

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What I Know

I.

I. Match column A with their meaning in column B. Write the letter of the correct

answer on a separate sheet of paper.

A B 1. Quality Standard

2. Standard Operating Procedures

3. Consistency

4. Selection of Materials

5. Communication

6. Reduction of Errors

7. Cost of Materials

8. Feedback

9. Testing of Materials

10. Standard

a. quality management standards

provide safeguards for users of products

and services

b. defined as documents that provide

requirements, specifications, guidelines,

or characteristics

c. businesses and organizations

complying to quality standards helps

products, services, and personnel cross

borders

d. is a policy and procedure

document which describes the regular

recurring activities appropriate to

quality operations

e. A written procedure details a set of

instructions for performing a task

f. number one reason for procedures is

consistency in the way an individual

carries out a task or activity

g. improvements made to processes, the

operating procedures are updated, and

each update requires new training

h. Material selection is one of the most

common tasks for design engineering

i. widely understood to be the key to

obtaining data for a project, performing

failure analysis, or understanding

material interaction

https://www.bizmanualz.com/buy-procedure-manual-templatehttps://www.bizmanualz.com/buy-procedure-manual-template

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II. Write QN if the statement affects the quantity of work and QL if the statement

affects the quality of work. Write your answer on a separate sheet of paper.

______ 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

Note: If you get 100% correct in this pre- assessment, skip the lesson but if not

and only get 50% to 99% correct, then proceed with the lesson.

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Lesson

1 Applying Quality Standards

What’s In

A. Set

Show pictures of different computer shops in Dumaguete.

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B. Perception

Ask:

• What kind of stores are in the picture?

• What are the things that are being sold in a computer store?

• How are you going to buy a new computer?

C. Remembering

• Can you name any computer brand?

Notes to the Teacher

Use of quality standards is voluntary but may be expected by

certain groups of stakeholders. Additionally, some organizations or

government agencies may require suppliers and partners to use a

specific standard as a condition of doing business

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What’s New

What are Quality Standards?

Quality standards are defined as documents that provide requirements,

specifications, guidelines, or characteristics that can be used consistently to ensure

that materials, products, processes, and services are fit for their purpose.

Standards provide organizations with the shared vision, understanding, procedures,

and vocabulary needed to meet the expectations of their stakeholders. Because

standards present precise descriptions and terminology, they offer an objective and

authoritative basis for organizations and consumers around the world to

communicate and conduct business.

Who uses Quality Standards?

Organizations turn to standards for guidelines, definitions, and procedures that

help them achieve objectives such as:

• Satisfying their customers’ quality requirements

• Ensuring their products and services are safe

• Complying with regulations

• Meeting environmental objectives

• Protecting products against climatic or other adverse conditions

• Ensuring that internal processes are defined and controlled

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Use of quality standards is voluntary but may be expected by certain groups of

stakeholders. Additionally, some organizations or government agencies may require

suppliers and partners to use a specific standard as a condition of doing business.

What is It

Standards Operating Procedures

Standard operating procedures are written, step-by-step instructions that describe

how to perform a routine activity. Employees should complete them in the exact same

way every time so that the business can remain consistent. Standard operating

procedures help maintain safety and efficiency for departments such as:

• Production/operations

• Sales and customer service

• Employee training

• Legal

• Financial

A standing operating procedure should never be difficult to read or vaguely worded.

It should be brief, easy to understand and contain actions steps that are simple

follow. A good standard operating procedure should clearly outline the steps and

inform the employee of any safety concerns.

Why Do You Need Standard Operating Procedures?

Some business owners have a hard time grasping why standard operating

procedures are necessary. They already trained their employees so why do they need

a written document outlining the process as well?

This is sort of like asking why doctors have a written list of procedures they follow

before performing surgery. Or why the FDA has a written list of procedures for how

restaurants can handle food.

Standard operating procedures are detailed, written instructions on how to perform

a routine business activity. They are easy to read and they explain every detail of the

process being described. It is important to keep in mind that a good standard

operating procedure does not focus on what needs to be done but rather how it

should be done. A standard operating procedure is an effective tool that every

business should have.

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Standard operating procedures will give you a better understanding of your business

processes and help you decide how to move forward. They will ensure that all

employees are performing the business processes in the same way.

Having standard operating procedures in place will also give you the option to scale

your business more quickly. This is because standard operating procedures make it

easier to replicate these processes across your organization.

Standard Operating Procedures - A written method of controlling a practice in

accordance with predetermined specifications to obtain a desired outcome. SOPs are

written steps to explain good manufacturing practices (GMP), plant safety routines,

and financial controls to secure assets, or IT security measures that employees are

to follow. SOPs are step by step procedures on how to do something that is critical

to quality, critical to safe operations, or critical to security.

An important aspect of any quality system is to work according to clear-cut Standard

Operating Procedures (SOP). An SOP is a policy and procedure document which

describes the regular recurring activities appropriate to quality operations. If it is

Critical to Quality (CTQ) then it is a candidate for a standard operating procedure.

Consistency is the goal or purpose of an SOP, to carry out all operations correctly

and always in the same manner.

Are SOPs relevant in 2020?

Across all industries, our clients are telling us that now more than ever, that effective

SOPs and Work Instructions are an essential component of a highly effective

organization. Many believe that any business unit without a robust procedure

system is doomed to failure in today’s business environment and competitive global

marketplace.

https://www.bizmanualz.com/save-time-writing-procedures/how-to-create-a-standard-operating-procedure-template.htmlhttps://www.bizmanualz.com/write-better-procedures/what-makes-good-procedures-good.html

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Let us face it, as the complexity and sophistication of automated processes continues

to increase, we find ourselves asking our employees to take on ever increasing

responsibilities. Without a coherent SOP system, we are setting ourselves up to fail.

Also, with unemployment rates currently at low levels, it’s become a challenge to hire

people who possess all the skills, knowledge and experience that we’d like. Effective

SOPs are more important than ever to serve as training tool and ensure consistent

and correct process and task performance.

An SOP is a useful business tool as it communicates the correct way of carrying out

an activity within your organization. Standard Operating Procedures at a minimum

give you the following:

Consistency – The number one reason for procedures is consistency in the way an

individual carries out a task or activity. The more consistent a process is from person

to person, the less chance there will be quality problems.

Reduction of errors – A written procedure details a set of instructions for performing

a task. If everyone within your team performs the task as it is written, there is a

greater chance of reducing errors.

Communication – Another great reason you need SOPs in your organization is for

the benefit of communication. With improvements made to processes, the operating

procedures are updated, and each update requires new training. Updating SOPs

provides a method to communicate the process changes to employees.

Characteristic 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 Materials It is a step in the process of designing any physical object. In the context of product

design, the main goal of material selection is to minimize cost while meeting product

performance goals. Systematic selection of the best material for a given application

begins with properties and costs of candidate materials. Material selection is often

benefited using material index or performance index relevant to the desired material

properties.

For example:

• HP brand for printer

• Intel brand for Computer Hardware

2. Testing Material

It is the determination of the technological and operational properties of materials,

primarily using machines and instruments. Materials are tested for diverse purposes:

to determine the properties of the raw material, to check quality at intermediate

stages in production processes, to check finished products, and to aid research.

Mechanical, physical, and chemical methods are used to study the properties of

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materials. Destructive methods damage or destroy the object of the tests;

nondestructive ones permit further use of the object.

3. Cost of Material

Material cost is the cost of materials used to manufacture a product or provide a

service. Excluded from the material cost is all indirect materials, such as cleaning

supplies used in the production process. Follow these steps to determine the

amount of material cost to assign to a unit of production (such as a completed

finished goods item):

1. Ascertain the standard quantity of the material used to manufacture one

unit.

2. Add the standard amount of scrap associated with manufacturing one

unit.

3. Determine the standard amount of scrap associated with setting up the

production run and apportion it to the individual unit.

4. If any scrap is then sold, apportion the revenue back to the individual unit.

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 use 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.

https://www.accountingtools.com/articles/2017/5/4/costhttps://www.accountingtools.com/articles/what-are-indirect-materials.htmlhttps://www.accountingtools.com/articles/2017/9/20/finished-goodshttps://www.accountingtools.com/articles/2017/5/16/scraphttps://www.accountingtools.com/articles/2017/5/11/revenue

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✓ 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 does not 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.

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 regarding

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 decide

with the vendor for replacement.

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.

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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 equipment.

The Quality checker will record the date of receipt, name of the materials purchased,

quantity, and 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 Signature Quality Checker

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

checker)

Quality Checker: Date:

Item Name Total no. in Good

Condition Total no. of Errors Comments

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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 jobs 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

risk.

1.1 Identify hazards in the work area and

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.

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ELEMENT

PERFORMANCE CRITERIA

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

4. Work instruction may be: • Verbal

• Written

• In English

• In a community language

• Provided visually e.g. video, OHS signs,

symbols and other pictorial,

presentation, etc.

5. Controlling risks in the work

area may include:

Application of the hierarchy of control,

namely:

• Eliminate the risk

• Reduce/minimise the risk through

• Engineering controls

• Administrative controls

• Personal protective equipment

6. Reports identifying workplace

hazards may be verbal or written

and may include:

• Face to face

• Phone messages

• Notes

• Memos

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ELEMENT

PERFORMANCE CRITERIA

• Specially designed report forms

7. 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

8. 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

Occupational health and safety (OHS) relate to health, safety, and welfare issues in

the workplace. OHS includes the laws, standards, and programs that are aimed at

making the workplace better for workers, along with co-workers, family members,

customers, and other stakeholders.

Improving a company's occupational health and safety standards ensures good

business, a better brand image, and higher employee morale.

Occupational health and safety are concerned with addressing many types of

workplace hazards, such as:

• Chemicals

• Physical hazards

• Biological agents

• Psychological fallout

• Ergonomic issues

• Accidents

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Occupational health and safety standards are in place to mandate the removal,

reduction, or replacement of job site hazards. OHS programs should also include

material that helps minimize the effects of the hazards. Employers and company

management are obliged to provide a safe working environment for all their

employees.

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

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 applications. The intent of standards is to provide at least minimum quality,

safety or performance specifications to ensure relatively uniform products and

performance, and to remove ambiguity as to the suitability of certain commercial

products for 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.

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The application of suitable hardware and products must be supported by adequate

levels of training of person who use them so that they can identify and use only

appropriate products.

In judging a product or hardware, the person must consider factors such as the

following:

• Is the product or hardware under consideration suitable for the application

or purpose?

• Will it be harmful to the health of the community in its normal use?

• Is there a risk of this hardware being released into the environment (e.g. the

water) in the first instance or after the working life of the product or hardware

has expired?

2. Production Process

In production process, checking of quality assurance must be highly

considered. Quality assurance covers all activities from design, development,

production, installation, servicing and documentation. This introduced the rules: "fit

for purpose" and "do it right the first time". It includes the regulation of the quality

of raw materials, assemblies, products and components; services related to

production; and management, production, and inspection processes.

A. FAILURE TESTING

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

the operation of a product until it fails, often under stresses such as increasing

vibration, temperature and humidity. This exposes many unanticipated weaknesses

in a product, and the data is used to drive engineering and manufacturing process

improvements.

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.

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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.

3. Final Product

Table 1 shows the Quality System Elements required by ISO 9000 in the making of

the final product.

Table 1 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 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 directly 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

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requirements and identify non-conforming pro- ducts; 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 hand- ling,

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.

How to monitor workplace operations?

Continually monitoring and looking for ways to improve workplace

operations can help an organization stay on financial track and keep delivering top

quality products and services. You need to monitor workplace operations so you can

17

develop strategies to improve procedures and protocols. As a business scales up in

sales or in size, the task of monitoring becomes more important and complicated.

Monitoring operations requires management oversight, employee feedback

and customer reviews. It can help provide specific directions for employees, which

can lead to improved time management and increased productivity.

Improving workplace operations requires analyzing collected data to identify

the underlying problems and to find resolutions and methods to deal with them. Here

we outline few key steps to quality monitoring your business operations to ensure

your organization remains competitive.

Measurement of the operative performance. To measure your company’s

performance company in an effective way, you need to establish indicators that allow

you to know the results and how to make the suitable adjustments when it is

necessary. Each area within the company has its own mechanisms, needs and

resources. It is important to have an analysis of how each separate area is performing

to achieve its specific objectives.

Implement operational process improvements. A results-oriented

improvement plan focuses on improving cost, quality, service or speed. Action steps

range from making minor changes that eliminate duplicate steps or other workflow

redundancies to redesigning an entire process. An implementation includes

analyzing, prioritizing and reassembling tasks and operational steps.

Collect relevant data. There are many ways to collect data via regular

monitoring and surveying. Many businesses use a customer retention management

(CRM) software. Software capabilities vary but most offer several ways to monitor

workplace operations. All relevant information coming out from outbound calls,

prospect contacts calls, correspondence, offline and online surveys, follow-ups and

sales should be registered and analyzed. Right now, you can find in the market

software that even help track orders and send follow up offers.

Beyond technology, you can use site operations, employee surveys and

customer feedback to collect valuable data about how your company is delivering its

product or service. Site operations may be done by management, owners or by a

third-party consulting firm, offering an outsider’s perspective on operations.

Employee surveys provide valuable feedback on areas of inefficiency that employees

experience daily, such as consistent inventory issues. Customer reviews, whether

solicited or gathered via online social media channels, tell companies about the user

experience. At times, when everything seems to be going smoothly, it might be the

customer review that points out something otherwise overlooked.

Analyze all collected information. As a business owner, you should look at

data regularly to understand patterns and to look for anomalies. Although there

might not be a monthly site review, employers can use other collected data to get an

understanding what is working well and what is not.

Engage your employees. Start by creating a workplace environment that

accepts and embraces change. An open-door policy, fair and respectful treatment

and open communications are some of the most important ingredients. If you take

the time to lay a foundation that encourages and rewards employee contributions

18

before implementing a monitoring and operational improvement plan, it will be much

easier to get their cooperation.

Establish communication channels and strategies. IT managers and

administrators must establish mechanisms to visualize the operational strategies

within the organization and establish communication strategies that allow all the

members of the company to easily know the results of each of the areas.

Implement new protocols and workflows. Once the issue is identified in

the existing process, it is imperative that the company take steps to improve

workplace operations. If a new call or sales protocol is implemented, it needs to be

written in as part of the operations manual, and then distributed to employees. On

top of the distribution of the written protocol, employers need to train employees

consistently and regularly to make the new protocol habitual. Additionally,

employers should ask for feedback on new policies and procedures to fine tune them.

Sometimes, improving workflow changes is easier than at other times. If

inventory issues exist, managers need to decide with suppliers or find new ones that

can handle the demand.

The seven basic tools of quality are a designation given to a fixed set of graphical

techniques identified as being most helpful in troubleshooting issues related to

quality. They are called basic because they are suitable for people with little formal

training in statistics and because they can be used to solve many quality-related

issues.

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.

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.

The flowchart is a simple production process in which parts are received, inspected,

and sent to subassembly operations and painting. After completing this loop, the

parts can be shipped as subassemblies after passing a final test or they can complete

a second cycle consisting of final assembly, inspection and testing, painting, final

testing, and shipping.

19

CHECK SHEETS

Check sheets help organize

data by category. They show how

many times each value occurs, and

their information is increasingly

helpful as more data are collected.

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. By

showing the frequency of a 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 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 1. A basic production process

flowchart displays several paths a part

can travel from the time it hits the

receiving dock to final shipping.

Figure 2. Because it clearly organizes data, a

check sheet is the easiest way to track

information.

20

PARETO DIAGRAMS

The Pareto diagram is named after

Vilfredo Pareto, a 19th-century Italian

economist who postulated that a large

share of wealth is owned by a small

percentage of the population. This basic

principle translates well into quality

problems—most quality problems result

from a small number of causes. Quality

experts often refer to the principle as the

80-20 rule; that is, 80% of problems are

caused by 20% of the potential sources.

A Pareto diagram puts data in a

hierarchical order, 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.

CAUSE AND EFFECT DIAGRAMS

The cause and effect diagram are sometimes called an Ishikawa diagram after its

inventor. It is also known as a fish bone diagram because of its shape. A cause and

effect diagram describes a relationship between variables. The undesirable outcome

is shown as effect, and related causes are shown as leading to, or potentially 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.

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, e.g., materials, methods,

Figure 3. By rearranging random data, a

Pareto diagram identifies and ranks

nonconformities in the quality process in

descending order.

Figure 4. Fish bone diagrams display the various

possible causes of the final effect. Further analysis can

prioritize them.

21

people, measurement, machines, and design. 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.

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.

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 5. A histogram is an

easy way to see the

distribution of the data, its

average, and variability.

Figure 6. The plotted data

points in a scatter diagram

show the relationship between

two variables.

22

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.

The construction of a control chart is based on statistical principles and

statistical distributions, particularly the normal distribution. When used in

conjunction with a manufacturing process, such charts can indicate trends and

signal when a process is out of control. The center line of a control chart represents

an estimate of the process mean; the upper and lower critical limits are also

indicated. The process results are monitored over time and should remain within the

control limits; if they do not, an investigation is conducted for the causes and

corrective action taken. A control chart helps determine variability so it can be

reduced as much as is economically justifiable.

Figure 7. Data points that fall outside the

upper and lower control limits leads to

investigation and correction of the process.

23

What’s More

Independent Activity 1

I. Enumeration. Use a separate sheet of paper in answering.

• Give three factors to be considered when choosing the right material?

• Give three characteristics of materials to be used for specific project?

II. Directions: Arrange the scrambled letters to form a word below by understanding the given meaning of the correct term. Write your answer on a separate sheet of paper.

1. Shows how two variables are related and is thus used to test for cause and effect

relationships.

CAETTRS IGDRMAA __________________________

2. A displays statistically determined upper and lower limits drawn on either side of

a process average.

TLNROOC ACHRT __________________________

3. Is initiated with a Quality Assessment Request, typically received from one or more

project stakeholders.

EASSSS LQATYIU __________________________

4. Plots data in a frequency distribution table.

STOHISRGMA __________________________

5. Concerned with transforming a range of inputs into those outputs that are

required by the market.

ODCOTNIRPU PCSOESR __________________________

24

What I Have Learned

Remember these:

1. Characteristic of common materials for increased security is also a great factor in

the design and planning process.

2. Evaluation of longevity criteria and assessment of site environmental factors are

vital to project planning.

3. 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.

4. Written policies and procedures are the backbone of the quality system. Complete

quality assurance records make quality management possible. Keeping records

facilitates meeting program reporting requirements.

5. By adopting the view that quality monitoring is a strategic process rather than a

tactical one, companies will begin to see an improvement of their customers

experience and their customers therefore becoming their strongest champions.

6. The key to monitor work operations and to develop an excellent performance

management model according to the company’s objectives is to get constant feedback

from your employees and customers.

7. 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.

25

What I Can Do

Direction: You 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.

1. - June 9, 2008

- 5 Hard disk, 2 128MB SDRAM memory chips

- Received from Jun Salcedo (PC chain), OR #20256

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

2. - June 15, 2008

- Refill ink cartridge from STARINK Shop, OR# 5623

3. - 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

4. - June 28, 2008

- 2 CD-Rom drive

- Received from Jun Salcedo (PC Chain), OR#20400

26

Assessment

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 a separate sheet of paper. ______ 1. Tardiness ______ 2. Slow response to work requests ______ 3. Break time ______ 4. Excessive visiting ______ 5. Spoilage and/or waste of materials

II. TRUE or FALSE. Write T if the statement is correct and F if the otherwise is wrong/incorrect. Write your answer on a separate sheet of paper. __________ 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. __________ 6. Standards are set of rules that describe quality of materials, product or system. __________ 7. Quality assurance does not cover all the activities from design, development, up to documentation. __________ 8. Customer service is a series of activities designed to enhance the level of customer satisfaction. __________ 9. Customer service is not important in the company’s customer value proposition. __________ 10. The durability of the work does not depend on the skills of those who install it.

III. Identification. Read the sentence carefully, identify the correct answer that best describes the statement and write your answer on a separate sheet of paper.

_________________1. It displays statistically determined upper and lower limits drawn

on either side of a process average.

_________________2. Sometimes called an Ishikawa diagram after its inventor.

_________________3. Describe a process in as much detail as possible by graphically

displaying the steps in proper sequence.

_________________4. A diagram that is named after Vilfredo Pareto, a 19th-century

Italian economist who postulated that a large share of wealth is owned by a small

percentage of the population.

_________________5. Plots data in a frequency distribution table.

27

Answer Key

Assessment

I. 1. QN 2. QN 3. QN 4. QN 5. QL II. 1. TRUE 2. FALSE 3. TRUE 4. TRUE 5. FALSE 6. TRUE

7. FALSE 8. TRUE 9. FALSE 10. FALSE III. 1. Control Chart 2. Cause and Effect Diagram 3. Flowcharts 4. Pareto Diagram 5. Histograms

What's More

I.

1. a. Selection of material

b. Testing of material

c. Cost of material

2. a. Good quality

b. Reliable

c. Suitable for the

application/purposes

II.

1. Scatter Diagram

2. Control Chart 3. Assess Quality

4. Histograms

5. Production Process

What I Know

I. 1. B 6. E 2. D 7. J 3. F 8. A 4. H 9. I 5. G 10. K II. 1. QN 2. QL 3. QL 4. QN 5. QN

References A. PDF/Google Drive Files:

https://drive.google.com/folderview?id=1oP_KaH-UZbw4aBcnfjldX3quaRYOhuUk

https://drive.google.com/drive/mobile/folders/1SkFHNa-

DllbOQlglDZgviEL_cQCwUQED?usp=sharing

https://www.who.int/diagnostics_laboratory/documents/guidance/pm_module15.

pdf?ua=1

B. Internet Sources:

“Material Selection.” Wikipedia, Wikimedia Foundation, 1 Aug. 2020,

en.wikipedia.org/wiki/Material_selection.

“Testing of Materials.” The Free Dictionary, Farlex,

encyclopedia2.thefreedictionary.com/Testing+of+Materials.

“What Are Quality Standards?” ASQ, asq.org/quality-resources/learn-about-

standards#:~:text=Quality%20standards%20are%20defined%20as,are%20fit%20for%2

0their%20purpose.

“What Is a Standard Operating Procedure (SOP)?” Bizmanualz, 15 Mar. 2020,

www.bizmanualz.com/save-time-writing-procedures/what-are-policies-and-procedures-

sop.html.

“What Is Occupational Health and Safety (OHS)? - Definition from Safeopedia.”

Safeopedia.com, www.safeopedia.com/definition/439/occupational-health-and-safety-

ohs.

01, Ashweni Sahni | Apr. “Seven Basic Tools That Can Improve Quality.” Mddionline.com,

26 May 2020, www.mddionline.com/design-engineering/seven-basic-tools-can-

improve-quality.

Amit. “What Is a Standard Operating Procedure (SOP) and How to Write It.” Tallyfy,

Tallyfy, 26 Feb. 2020, tallyfy.com/standard-operating-procedure-sop/.

Bragg, Steven. “Material Cost.” AccountingTools, AccountingTools, 16 Oct. 2018,

www.accountingtools.com/articles/2017/5/9/material-

cost#:~:text=Material%20cost%20is%20the%20cost,used%20in%20the%20production

%20process.

https://drive.google.com/folderview?id=1oP_KaH-UZbw4aBcnfjldX3quaRYOhuUkhttps://drive.google.com/drive/mobile/folders/1SkFHNa-DllbOQlglDZgviEL_cQCwUQED?usp=sharinghttps://drive.google.com/drive/mobile/folders/1SkFHNa-DllbOQlglDZgviEL_cQCwUQED?usp=sharinghttps://www.who.int/diagnostics_laboratory/documents/guidance/pm_module15.pdf?ua=1https://www.who.int/diagnostics_laboratory/documents/guidance/pm_module15.pdf?ua=1

Images:

https://dumagueteinfo.com/local-businesses/shopping/algorithm-computers/

https://en.wikipedia.org/wiki/Octagon_Computer_Superstore#/media/File:Octago

n _KCC_Mall_De_Zamboanga.jpg

https://dumagueteinfo.com/local-businesses/shopping/algorithm-computers/https://en.wikipedia.org/wiki/Octagon_Computer_Superstore#/media/File:Octagon _KCC_Mall_De_Zamboanga.jpghttps://en.wikipedia.org/wiki/Octagon_Computer_Superstore#/media/File:Octagon _KCC_Mall_De_Zamboanga.jpg

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