Zamboanga Sibugay

GIYA
(Guided, Integrated, Yearning Activities)

for Learners
TLE - ICT - Computer Systems Servicing (CSS) 9
First Quarter Week 2 Day 1-4
Learning Objectives:
1. Identify and use documentation relative to quality within the
prescribe standard
2. Check completed work against workplace standards relevant
to the task undertaken
3. Identify and isolate errors
4. Record information on the quality and other indicators of
production performance in accordance with workplace
procedures
5. Make report cases of deviations from specific quality standards
in accordance with the workplace’s procedures

CG Code: TLE_IACSS9-12AQS-lb-2

Written by:

EDELIZA A. SOBERANO
Siay National High School

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DAY 1
MINI-LESSON

Good day learner! How are you? Today,

we will be learning something new about
Safe Working Procedure. But before that, I
would like to know if you have any idea
about it?

Workplace Procedure

Workplace procedure is a set of written instructions that identifies

the health and safety issues that may arise from the jobs and tasks that
make up a system of work.

A safe working procedure should be written when:

▪ Designing a new job or task
▪ Changing a job or task
▪ Introducing new equipment
▪ Reviewing a procedure when problems have been identified,
example from an accident or incident investigation.

The safe working procedure should identify:

▪ The teacher for the task or job and the students who will undertake
the task
▪ The tasks that are to be undertaken that pose risks
▪ The equipment to be used in these tasks
▪ The control measures that have been formulated for these tasks
▪ Any training or qualification needed to undertake the task
▪ The personal protective equipment to be worn
▪ Action to be undertaken to address safety issues that may arise
while undertaking the task.

Following certain procedures is very important to perform 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.
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 OHS MANAGEMENT ISSUES
ELEMENT PERFORMANCE CRITERIA
1. Identify hazards and 1.1. Identify hazards in the work area
assess risk and during the performance of
workplace duties.
1.2. Assess level of risk
2. Follow procedures and 2.1 Report hazards in the work area to
strategies for risk control. designated personnel according to
workplace procedures.
2.2 Follow workplace procedures and
work instructions for assessing and
controlling risks with minimal
supervision.
2.3 Whenever necessary, within the
scope of responsibilities and
competencies, follow workplace
procedures for dealing with hazards
and incidents, fire and/or other
emergencies.
3. Contribute to OHS in the 3.1 Describe employee rights regarding
workplace. 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
organizational procedures and the
scope of responsibilities and
competencies.
3.4 Provide feedback to supervisor on
hazards in work area in line with
organizational OHS policies and
procedures.
3.5 Provide support in implementing
procedures to control risks
accordance with organizational
procedures.

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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.
Controlling risks in the work Application of the hierarchy of control,
area may include: namely:
▪ Eliminate the risk
▪ Reduce/minimize the risk through
▪ Engineering controls
▪ Administrative controls
▪ Personal protective equipment

Reports identifying workplace ▪ Face to face

hazards may be verbal or ▪ Phone messages
written and may include: ▪ Notes
▪ Memos
▪ Specially designed report forms
Examples of OHS issues which ▪ Hazards identified
may need to be raised by ▪ Problems encountered in managing
workers with designated risks associated with hazards
personnel may include: ▪ Clarification on understanding of
OHS policies and procedures
▪ Communications and consultation
processes
▪ Follow up on reports and feedback
▪ Effectiveness of risk controls in
place
▪ Training needs
Examples of contributions may ▪ Recommendations on changes to
include: 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.

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 II. GUIDED PRACTICE ACTIVITY

Directions: Answer the following questions:

1. What is Workplace Procedure?

______________________________________________________________
______________________________________________________________
______________________________________________________________

2. When should a safe working procedure be written:

______________________________________________________________
______________________________________________________________
______________________________________________________________

III. INDEPENDENT PRACTICE ACTIVITY

Directions: Encircle at least 10 words in the puzzle.

S A E N A E H C V W
A S S E S S R O Q O
F R E P O R T N N R
E S W R Y I J T H K
T A S K O S P R Y P
Y R W Y S K A O H L
H A Z A R D S L J A
P R O C E D U R E C
T R A I N I N G L E
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 IV. EVALUATION
Directions: Choose the letter of the correct answer. Write your answer
in your activity notebook.

___1. Which 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. working procedure c. workplace procedure
b. safe procedure d. task procedure

___2. Which is NOT a written safe working procedure?

a. changing a job or task
b. designing a new job or task
c. introducing new equipment
d. reviewing a procedure when problems have not been identified

___3. Which is NOT an identification of a safe working procedure?

a. The task to be undertaken that pose risks
b. The equipment to be used in these tasks
c. The personal protective equipment to be worn
d. The students who will not undertake the tasks

___4. Which is NOT an example of OHS issues to be raised by workers

with designated personnel?
a. Hazards are not identified
b. Communications and consultation processes
c. Follow up on reports and feedback
d. Training needs

___5. Reports identifying workplace hazards may be verbal or written and

may include the following, EXCEPT:
a. Face to face
b. Notes
c. Pencils/Pens
d. Memos

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 DAY 2
I. MINI-LESSON

In the previous lesson, you learn on some safe

working conditions. Today is just a continuation
of our previous topic. Are you ready to learn
now?

TYPES AND WORK-RELATED ERRORS

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

1. Poor prioritizing, timing, scheduling

2. Lost time
a. Tardiness, absenteeism, leaving without permission
b. Excessive visiting, phone use, break time, use of the Internet
c. Misuse of sick leave
3. Slow response to work requests, untimely completion assignments
4. Preventive 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 or materials
5. Inappropriate or poor work methods

Work Behavior which Result in Performance Problems

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

1. Negativism, lack of cooperation, hostility
2. Failure or refusal to follow instructions
3. Unwillingness to take responsibility (“passing the buck”)
4. Insubordination
5. Power games

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 B. Resistance to change
a. Unwillingness, refusal, or inability to update skills
b. Resistance to policy, procedure, work method changes
c. Lack of flexibility in response to problems

C. Inappropriate interpersonal relations

a. Inappropriate communication style: over-aggressive, passive
b. Impatient, inconsiderate, argumentative
c. Destructive humor, sarcasm, horseplay, fighting
d. Inappropriate conflict with others, customers, co-workers,
supervisors

D. Inappropriate physical behavior

a. Smoking, eating, drinking in inappropriate places
b. Sleeping on the job
c. Alcohol or drug use
d. Problems with personal hygiene
e. Threatening, hostile, or intimidating behavior

II. GUIDED PRACTICE ACTIVITY

1. What are the types of work-related errors?
______________________________________________________________
______________________________________________________________
______________________________________________________________

2. What are the different behaviors which results in performance

problems?
______________________________________________________________
______________________________________________________________
______________________________________________________________
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 III. INDEPENDENT PRACTICE ACTIVITY
Directions: Write QN if the statement affects the quantity of work and QL
if the statement affects the quality of work. Write your answer on the
answer sheet provided.

______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

IV. EVALUATION
Directions: Choose the letter of the correct answer. Write your answer
on your activity notebook.
___1. Which refers to untimely completion and limited production?
a. resistance to change c. quality of work
b. quantity of work d. inappropriate behavior

___2. What are customers or client’s dissatisfaction pertaining to?

a. Resistance to change c. Quality of Work
b. Quantity of Work d. Inappropriate Behavior

___3. What work of behavior is sleeping while on the job?

a. Inappropriate behavior c. Inappropriate physical behavior
b. Resistance to Change d. Inappropriate interpersonal relations

___4. Which is NOT an inappropriate physical behavior?

a. Alcohol or drug use
b. Problems with personal hygiene
c. Power Games
d. Intimidating behavior

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___5. Which “poor attitude” is often referred to?
a. Inappropriate behavior
b. Resistance to Change
c. Inappropriate physical behavior
d. Inappropriate interpersonal relations

DAY 3
MINI-LESSON

In the previous lesson, you have learned the

types and work-related errors and work
behaviors. Today is just a continuation of our
last topic. Are you now ready to learn?

QUALITY STANDARDS

Standards are sets of rules that outline specification of

dimensions, design of operation, materials and performance, or
describe quality of materials, products or systems. These standards
should cover the performance expectations of the product for particular
applications. The intent of standards is to provide at least minimum
quality, safety or performance, and to remove ambiguity as to the
suitability of certain commercial products for particular applications.
Following standards may reduce the risk of error in working.

Specific Quality Standards for:

1. Hardware

The durability of the work depends on the quality of its component

parts and the assembly skills of those who install it. If best-quality
products or hardware are used but are installed incorrectly, the system
will be a failure.

The application of suitable hardware and products must be

supported by adequate levels of training of person who use them so
that they can identify and use only appropriate products.

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In judging a product or hardware, the person must consider factors
such as the following:
a. Is the product or hardware under consideration suitable for the
application or purpose?
b. Will it be harmful to the health of the community in its normal
use?

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”.

3. Final Product

Table 1.2.1 shows the Quality System Elements by ISO 9000 in

the making of the final product.
Quality System Contents
Requirements
1 Management Define and document commitment, policy and
Responsibility objectives, responsibility and authority,
verification resources and personnel. Appoint a
management representative and conduct
regular reviews of the system.
2 Quality Establish and maintain a documented quality
System system ensuring that products conform to
specified requirements.
3 Contract Ensure that customer’s contractual
Review requirements are evaluated and met.
4 Product Plan, control and verify product development to
Development ensure that specified requirements are met
5 Document System for control and identification of all
Control documents regarding quality , e.g. procedures,
instructions and specifications.
6 Purchasing Ensure that purchased products conform to
specified requirements.
7 Product System to identify and control traceability of
identification product at all stages from raw materials through
and production to the final product as delivered to
traceability the customer.

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8 Process Ensure and plan the control of production
control which directly effects quality by documented
work instructions, monitoring and control of
processes.
9 Inspection Inspect and test incoming products,
and testing intermediate and final product; establish
product conformance to specified requirements
and identify non-conforming products; maintain
inspection and test records.
10 Inspection, Selection and control of equipment to ensure
measuring reliability and accuracy in measuring data.
and test
equipment
11 Inspection For the whole process the products shall be
and test identified and clearly marked concerning test
status status, including indication of conformance or
non-conformance.
12 Control of Identification, documentation, evaluation,
non- isolation (if possible) and disposition of non-
conforming conforming products.
products
13 Corrective Prevention of reoccurrence of failures (non-
actions conformance)
14 Handling, Protection of the quality of the product during
storage handling, storage, packaging and delivery.
packaging,
and delivery
15 Quality Records, including those which demonstrate
records that the specified requirements have been met,
shall be controlled and maintained.
16 Internal Regular, planned internal audits shall be
Quality Audits carried out, documented and recorded to verify
the effectiveness of the quality system
17 Training Training requirement at all levels shall be
identified and the training planned, conducted
and recorded.
18 Cleaning and Although not required by the ISO 9000
Disinfection standards, these two points should be given
special attention in all food companies.
19 Personal
Hygiene

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 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.

II. GUIDED PRACTICE ACTIVITY

Directions: Answer the following questions. Write your answer on your
activity notebook.
1. What is Quality Standards?
______________________________________________________________
______________________________________________________________
______________________________________________________________
2. What are the advantages in following the quality standards?
______________________________________________________________
______________________________________________________________
______________________________________________________________

III. INDEPENDENT PRACTICE ACTIVITY

Directions: Fill in the blanks by choosing the answers inside the box.

hardware production process document control

customer service standards

_____________1. 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.”

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______________2. Checking of quality assurance must be highly
considered.
______________3. The durability of the work depends on the quality of
its component parts and the assembly skills of those
who install it.
______________4. System for control and identification of all documents
regarding quality.
______________5. Are sets of rules that outline specification of
dimensions, design of operation, materials and
performance, or describe quality of materials,
products or systems.

IV. EVALUATION
Directions: Choose only the letter of the correct answer. Write your
answer on your activity notebook.
___1. Which of the following are sets of rules that outline specification of
dimensions, design of operation, materials and performance, or
describe quality of materials, products or systems?
a. hardware c. document control
b. standards d. final product

___2. Which is NOT a factor of a person judging a product hardware?

a. Is the product or hardware under consideration suitable for the
application or purpose?
b. Will it be harmful to the health of the community in its normal use?
c. 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?
d. Is the software suitable for the application?

___3. In _________________, checking of quality assurance must be

highly considered.
a. hardware c. final product
b. production process d. customer service

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___4. Which of the following establishes and maintain a documented
quality system ensuring that products conform to specified
requirements?
a. contract review c. quality system
b. purchasing d. management responsibility

___5. Prevention of reoccurrence of failures (non-conformance), means:

a. Corrective actions c. Training
b. Quality Records d. Personal Hygiene

DAY 4
MINI-LESSON

In the previous lesson, you have learned the

different specific quality standards and its
meaning. Today is just a continuation of our
last topic. Are you now ready to learn?

PRODUCTION PROCESS

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 related to production; and
management, production, and inspection processes.

A. Failure Testing

A valuable process to perform on a whole consumer product is a

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

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 B. Statistical Control

Many organizations use statistical process control to bring

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

C. Company Quality

The company-wide quality approach places an emphasis on

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

The quality of the outputs is at risk if any of three aspects are

deficient in any way.

D. TOTAL QUALITY CONTROL

Total Quality Control is the most necessary inspection

control of all in cases where, despite statistical quality control
techniques or quality improvements implemented, sales
decrease.

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

1. Marketing had to carry out their work properly and define the
customer’s specifications.

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 2. Specifications had to be defined to conform to these
requirements.
3. Conformance to a specification i.e. drawings, standards and
other relevant documents, were introduced during
manufacturing, planning and control.
4. Management had to confirm all operators are equal to the work
imposed on them and holiday’s celebrations and disputes did not
affect any of the quality levels.
5. Inspections and test were carried out, and all components and
materials, bought in or otherwise, conformed to the
specifications, and the measuring equipment was accurate, this
is the responsibility of the QA/QC department.
6. Any complaints received from the customers were satisfactorily
dealt with in a timely manner.

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.

II. GUIDED PRACTICE ACTIVITY

Directions: Answer the following questions. Write your answers on your
activity notebook.

1. What are the process of production?

______________________________________________________________
______________________________________________________________
______________________________________________________________
2. Differentiate the four (4) process of production.
______________________________________________________________
______________________________________________________________
______________________________________________________________

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III. INDEPENDENT PRACTICE ACTIVITY
Directions: Write TRUE if the statement is correct and FALSE if the
statement is wrong.
_________1. Quality assurance covers all activities from design,
development, production, installation, servicing, and
documentation.
_________2. A valuable process to perform on a whole consumer product
is a statistical control.
_________3. The quality of the outputs is at risk if any of three aspects
are deficient in any way.
_________4. Total Quality Control is the most necessary inspection
control of all.
_________5. Management had to confirm all operators are not equal to
the work imposed on them and holiday’s celebrations and
disputes did not affect any of the quality levels.

IV. EVALUATION
Directions: Choose the letter of the correct answer. Write your answer
on your activity notebook.
___1. Which is NOT a quality assurance activity?
a. design c. production
b. development d. control

___2. Which is NOT a company quality of competence?

a. knowledge c. experience
b. skills d. aspects

___3. Which statement below is incorrect?

a. If best-quality products or hardware are used but are installed
incorrectly, the system will not fail.
b. In production process, checking of quality assurance must be
highly considered.
c. The quality of the outputs is at risk if any of three aspects are
deficient in any way.
d. Specifications had to be defined to conform to these
requirements.
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___4. Which of the following statement does NOT belong to the three
aspects of company-wide quality approach?
a. Elements such as controls, job management, adequate
processes, performance and integrity criteria and identification of
records.
b. Competence such as knowledge, skills, experience and
qualifications.
c. Soft elements, such as personnel integrity, confidence,
organizational culture, motivation, team spirit and quality
relationships.
d. Management had to confirm all operators are equal to the work
imposed on them and holiday’s celebrations and disputes did not
affect any of the quality levels.

___5. Which of the following is defined as the “fitness-for-purpose”?

a. quality control c. quality awareness
b. quality risk d. quality system

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REFERENCES
“Customer Service”, Wikipedia, 6 Aug. 2020,
http://en.wikipedia.org/wiki/Customer_service
“Quality Control.” Wikipedia, 9 Aug. 2020,
http://en.wikipedia.org/wiki/Quality_standard. Accessed 11 Sept. 2020.
http://www.technet.unsw.edu.au/tohss/swp.htm.

http://xnet.rrc.mb.ca/healthsafety/safeworkprocedures.

“Grammarly.” Grammarly.Com, 2019, app.grammarly.com/

Quality Assured/ Evaluated by:

Jevan Hope S. Baltazar

Titay National High School

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