Grade 11

Computer Systems Servicing 1

Quarter 1
Personal Entrepreneurial Competencies (PECs)
Applying Quality Standards (AQS)

DO_Q1_CSS1_G11_Lesson1-8
Personal Development
Alternative Delivery Mode
Quarter 1 – Personal Entrepreneurial Competencies (PECs)
Applying Quality Standards (AQS)
First Edition, 2020

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Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
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Every effort has been exerted to locate and seek permission to use these materials from their
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over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Hernan H. Sablan (Week 1-4) (Sitero Francisco Memorial National High School)
Mark Jay B. Magalang (Week 5-8) (Parada National High School)
Editors: Henee B. Arcinue (Language)
Reviewers: Remedios Santos, Shirbenly Y. Garcia
Illustrator: Alexander A. Baria (Bignay National High School)
Layout Artist: Alexander A. Baria (Bignay National High School), Raphael A. Lopez
Management Team: Meliton P. Zurbano, SDS-OIC
Filmore R. Caballero, CID - Chief Education Supervisor
Remedios Santos, EPS- TLE/EPP, SHS TVL, Child Protection
Jean A. Tropel, EPS-LRMDS

Printed in the Philippines by:

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Office Address: Pio Valenzuela Street
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Telefax: (02) 292 3247
E-mail Address: [email protected]

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 Table of Contents

Week 1: Recognize Personal Entrepreneurial Competencies needed in CSS ……… 1

Week 2: DEVELOPING AND STRENGTHENING PECS AND SKILLS ……………… 4
Week 3: MARKET, COMPETITOR, PRODUCT & SERVICES………………………………. 8
Week 4: KEY CONCEPT IN IDENTIFYING AND UNDERSTANDING THE
CONSUMER/MARKET………………………………………………………………. 13
Week 5: Apply Quality Standard: Standard Operating Procedure and Work Instruction… 18
Week 6: Fault Detection and Fault Isolation …………………………………………………. 22
Week 7: Specific Quality Standards ………………………………………………………….. 26
Week 8: Quality Assurance and Quality Control ………………………………………… 31

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 Introductory Message

For the facilitator:

Welcome to the Computer Systems Servicing NCII – Grade 11 Alternative Delivery

Mode (ADM) Module on Personal Entrepreneurial Competencies and Applying Quality
Standards

The unit of competency Personal Entrepreneurial Competencies and Applying

Quality Standards contains knowledge, skills and attitudes required for Computer Systems
Servicing course.

As a parent/guardian you are encouraged to guide the learners in using this module.
Please keep track of the learners' progress while allowing them to manage their own learning
and assist them as they do the tasks included in this module.

For the Learners

You are required to go through a series of learning activities in each learning
competency. Follow and perform the activities on your own. If you have questions, do not
hesitate to ask assistance from your teacher or guardian. Always bear in mind that you are not
alone.
The following are some reminders in using this module:
• Work through all the information and complete the activities in each section.
• Read all the information if necessary, memorize in acquisition of knowledge, practice
your new skills in a real-life situation, answer self-assessment and use self-checks at
the end of each section to test your own progress.
• You can also do the suggested activities such as video viewing for skills
demonstration through online or offline platforms if the materials and equipment are
available in your home.
• You will be given one week to complete this module.
• Finish the task before proceeding to the next.
We hope that through this material, you will experience meaningful learning and gain
deep understanding of the relevant competencies. You can do it.

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 Recognize Personal Entrepreneurial
Week 1 Competencies needed in CSS.

What I Need To Know

LO1. Recognize Personal Entrepreneurial Competencies needed in CSS.
TLE_PECS7-12-00-1
This lesson covers the knowledge about the best qualities and
characteristics of good entrepreneur. At the end of this lesson you must be able
to:
1. Recognize one’s PECs and skills needed in CSS.
2. Assess one’s of personal competencies
3. Analyze one’s PECs.
4. Align one’s PECs based on the results of the assessment

What I Know
Directions: Read each question carefully. Choose the letter of the
correct answer and write the letter before each number.
1. One of the important characteristics of a good entrepreneur is working diligently
and being consistent about it.
A. Creative B. Disciplined C. Harworking D. Risk-taker
2. Another important characteristic of an entrepreneur is having strong faith in your
ability despite the problems that you will encounter along the way.
A. Future-oriented B. Persistent C. Self-confidence D. Willing to listen
3. A good entrepreneur develops and follows the steps in the plans diligently to
realize goals.
A. Creative B. Excellent planner C. Focus D. People skills
4. Successful entrepreneurs have the ability to think quickly and to make wise
decisions towards a pre-determined set of objectives.
A. Excellent planner B. Focus C. Sound decision-maker D. People skills
5. When misfortunes happen, consider these as challenges, work them out and set
good alternatives.
A. Committed B. Creative C. Disciplined D. Risk-taker
6. Good entrepreneurs assume full responsibility for their business. They give full
commitment and solid dedication to making the business successful.
A. Creative B. Committed C. Disciplined D. Risk-taker
7. A good entrepreneur must be concerned about knowing how well you are doing
and keep track of your performance.
A. Disciplined C. Set own standards
B. Open to feedback D. Takes the initiative
8. As an entrepreneur, to make a wide network, you must build a good reputation,
possess the courage to do the right thing, do what you say, walk your talk, be
loyal and be fair in dealing with subordinates and customers.
A. Builds on strengths C. Copes with uncertainty
B. Ability to accept change D. Reliable and has integrity
9. A successful entrepreneur always sticks to the plan and fights the temptation to
do what is unimportant.

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 A. Committed B. Creative C. Hardworking D. Disciplined
10. An entrepreneur should be creative and innovative to stay in the business and in
order to have an edge over other competitor.
A. Creative B. Committed C. Disciplined D. Hardworking

What’s In

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-
laH2B3pf9P3H

What’s New
Entrepreneurs are those with the skills and capabilities to see and evaluate
business opportunities. They are individuals who can strategically identify products
or services needed by the community and have the capacity to deliver them at the
right time and the right place. Entrepreneurship, on the other hand, is not just a
simple business activity but a strategic process of innovation and new product
creation. Basically, Entrepreneurship is both an art and science of converting
business ideas into marketable products or services to improve the quality of living. A
competency is the capability to apply or use a set of related knowledge, skills, and
abilities required to successfully perform "critical work functions" or tasks in a defined
work setting.
Entrepreneurial Competencies refer to the key characteristics that should be
possessed by successful entrepreneurs in order to perform entrepreneurial functions
effectively. Competencies are defined as the combination of knowledge, abilities, and
attitudes needed to accomplish a role efficiently. Identifying and understanding the
concept of entrepreneurial competencies is very important since it will guide you in
decision-making regarding entrepreneurial activities.
What is It
Characteristic is a quality or feature of something/someone typical and
easy to recognize.
Below are some characteristics, traits, skills, and lifestyles possessed by a good
entrepreneur:
1. Self-confidence: You must have a strong faith in your ability despite the
problems you will encounter along the way.
2. Responsive or open to feedback: You must be concerned about knowing how
well you are doing and keep track of your performance. You must obtain useful
feedback and advice from other people.
3. Reliable and has integrity: As an entrepreneur, to make a wide network you
must build a good reputation, possess the courage to do the right thing, do what
you say, walk your talk, be loyal, and be fair in dealing with subordinates and
customers.
4. Risk-taker: Risks sometimes cannot be anticipated. When misfortunes happen,
consider these as challenges and work them out, and set good alternatives. Risks
may result in loss of your business or even bankruptcy.
5. Disciplined: Successful entrepreneurs always stick to the plan and fight the
temptation to do what is unimportant.
6. Committed: Good entrepreneurs assume full responsibility for their business.
They give full commitment and solid dedication to make the business successful.

2
 7. Creative: An entrepreneur should be creative and innovative to stay in the
business and in order to have an edge over the other competitors.
8. Hardworking: One of the important characteristics of a good entrepreneur is
being hardworking. This means working diligently and being consistent about it.
Important Skills of a successful entrepreneur:
1. Excellent Planner: Planning involves strategic thinking and goal setting to
achieve objectives by carefully maximizing all the available resources. A good
entrepreneur develops and follows the steps in the plans diligently to realize
goals.
2. Possesses People Skills: refers to having effective and efficient communication
skills and establishing good relationships with the people working in and out of
one's business. In day-to-day business transactions, you need to deal with
people.
3. Sound Decision Maker: Successful entrepreneurs have the ability to think
quickly and to make wise decisions towards a pre-determined set of objectives.

What’s More

Assessing your PECs

Using the PECs checklist, assess yourself by putting a check ( /) mark in my pecs
column. Interpret the results by counting the total number of check marks in each of
the columns.
Personal Entrepreneurial
Competencies (PECs) of an My PECs
Entrepreneur

1. Self-confidence
2. Risk-taker
3. Disciplined
4. Committed
5. Open to Feedback
6. Creative
7. Hardworking
8. Excellent planner
9. Sound decision maker
10. Reliable and has integrity
TOTAL

What I have Learned

Speak Your Mind

Hello there! Can you say something about today’s lesson? Please
write it down below.

_________________________________________________
_________________________________________________
_________________________________________________
____________ 3
 What I can Do

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

A.
Assessment
B. Directions: Give at least 5 characteristics/traits/attributes of a good
entrepreneur (in any order).
1. ___________________________ 4. ___________________________
2. ___________________________ 5. ___________________________
3. ___________________________
B. Directions: Read and study carefully the situation that describes entrepreneurial
characteristics or attributes below. Place T on the line if the statement is TRUE.
Place F if the statement is FALSE.

____________1. A good entrepreneur shows patience, hard work, and versatility even if
a customer is complaining about the quality of service or a product.
____________2. Being dependent is one of the characteristics of a good entrepreneur.
____________3. Willingness to listen for advice, suggestions, and recommendations from
colleagues is another good quality of an entrepreneur.
____________4. If you want to stay in the business and in order to have an edge over
other competitors, you have to be innovative. This means having the
ability to accept changes.
____________5. Frustrations and failures cannot be avoided, that is why you need to
develop the skills on how to cope with failures.

Additional Activities

Watch the video clip in the given link below and make a short reflection about it.

10 Successful Entrepreneurs in the Philippines- https://www.youtube.com/watch?v=7mq_rCc2-

m8

DEVELOPING AND STRENGTHENING

Week 2 PECS AND SKILLS

What I Need to Know

LO2 Develop and strengthen Personal Competencies and Skills (PECs) needed
in computer systems servicing.
TLE_PECS7-12-00-2
This lesson covers the knowledge about the best qualities of a good and
successful entrepreneur. At the end of this lesson you must be able to:

1.Identify areas for improvement, development, and growth.

2.Align PECs according to one's business career/choice.
3.Create action plan according to one's business career/choice

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 What I Know
Directions. Match the Entrepreneurial Competencies in column A with
their meaning in column B. Write the letter of the correct answer on the
space provided before each number.
A B

_____1. Future-oriented I A. Making sure that the business can

generate income.
_____2. Goal-oriented B. He is forward-looking.
_____3. Copes with Failure C. Taking the pieces of advice,
suggestions, and recommendations of
fellow entrepreneurs.
_____4. Initiative D. Nothing is permanent but change.
_____5. Willing to listen E. Firm, strong-willed, and capable to
stick to or follow your own belief.
_____6. Persistent F. Without it, you can’t prioritize or
maximize your productivity.
_____7. Focus G. Putting yourself in a position where
you are responsible for the failure or
success of your business.
_____8. Ability to accept H. Always sticks to the plan
change
_____9. Profit-oriented I. Building a secure job and ensure a
stable income
_____ 10. Copes with J. This means knowing how to handle
uncertainty unusual events that may happen in the
business.
K. He learns from mistakes.

What’s In

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What’s New
According to (Taskmaster.Ace) it is very important to assess one's
Personal Entrepreneurial Competencies (PECs) in order to know the
strengths and weaknesses of the entrepreneur. In that manner, the
entrepreneur can design a plan to compensate for his weaknesses and
develop his strength in order to deliver the excellence that was expected of
him.
Being aware of your strengths and weaknesses is a crucial part of
emotional intelligence. Without a good understanding of yourself, it is very
hard to either improve or to respond effectively to others.
As we have discussed earlier, Entrepreneurial Competencies refer
to the key characteristics that should be possessed by successful
entrepreneurs in order to perform entrepreneurial functions effectively.
Competencies are defined as the combination of knowledge, abilities and
attitudes needed to accomplish a role efficiently. Identifying and
understanding the concept of entrepreneurial competencies is very
important since it will guide you in decision-making regarding
entrepreneurial activities.

5
 What is It
Other characteristics, traits, skills, and lifestyles are possessed by a good
entrepreneur.

1. Future-oriented: It may take several years to develop a business to a reasonable

standard. The goal for most successful business people is to build a secure job
and ensure a stable income for themselves based on their own ability.
2. Goal-oriented: An entrepreneur is forward-looking. You need advanced
preparation for your business. You set a long-term goal for the activities that are
needed an extensive preparation for the production process and procedures that
you need to go through to acquire human and non-human resources. Everything
in your business will have to be set clearly, organized, and planned to depend
on the goal you want to achieve.
3. Copes with failure: “Learn from mistakes”. As an entrepreneur, you must learn
how to deal with frustrations and failures. Instead, turn these into productive
learning experiences.
4. Copes with Uncertainty: This means knowing how to handle unusual events
that may happen in the business. Those include problems in managing the
workers, problems on the delivery of goods and services, and problems on
demand and production. You must be patient in dealing with these uncertainties.
5. Builds on strengths: Successful business people base their work on strengths.
Use your manual skills, knowledge in creating products or services, knowledge
in trade and industry, ability to make and use a wide network of contacts to build
your business.
6. Has the initiative: An entrepreneur takes the initiative. You must put yourself
in a position where you are responsible for the failure or success of your business.
7. Profit-oriented: An entrepreneur enters the world of business to generate profit
or additional income. Therefore, you must see to it that the business can generate
income.
8. Ability to accept change: Nothing is permanent but change. Change occurs
frequently. When you own a business, you should cope with and thrive on
changes. Capitalize on positive changes to make your business grow.
9. Takes the initiative: A successful entrepreneur takes the initiative. You must
put yourself in a position where you are responsible for the failure or success of
your business.
10. Willing to listen: Take time to listen to the advice, suggestions, and
recommendations of fellow entrepreneurs. These will help your business grow.
11. Sets Own standards: This involves developing and using logical, step-by-step
plans to reach the goals, or offering evaluation alternatives, monitoring progress,
and switching to successful strategies for the goal you want to achieve. To be a
successful entrepreneur you must take into consideration that sales and
production depend on your standards.
12. Persistent: As an entrepreneur, you must be firm, strong-willed, and be able to
stick to or follow your own belief.
13. Focus. Without focus you can’t prioritize or maximize your productivity, making
it next-to-impossible to get any real work done in your new business.

Guidelines on how to strengthen your own PECs:

1. React positively to criticisms and be open to feedback.
2. Always demonstrate a positive attitude to achieve the desired goal.
3. Always project a strong and well-balanced behavior.
4. Always exercise an assertive style in your work environment.
5. Avoid being too passive and too aggressive.

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 6. Don’t let anyone worsen your business life.
7. Prioritize your business goal rather than your personal goal to become a
successful entrepreneur.
8. Acquire specific skills for creating and maintaining a conducive work
environment.
9. Be responsible in everything you do in your business.

What’s More
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I Have Learned

Speak Your Mind

Why it is necessary to identify areas for improvement, development and

growth of one’s PECs?
___________________________________________________________
_________________________________________________________

What I Can Do

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

Assessment
Directions: Match the entrepreneurial competencies in column A with
their meaning in column B. Write the letter of the correct answer on the
space provided before each number.

A B
_____1. Future-oriented A. Making sure that the business can
generate income.
_____2. Goal-oriented B. He learns from mistakes
_____3. Copes with Failure C. He is a forward-looking
_____4. Initiative D. Taking the advice, suggestions, and
recommendations of fellow
entrepreneurs.
_____5. Willing to listen E. Nothing is permanent but change.
_____6. Persistent F. Without it you can’t prioritize or
maximize your productivity.

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_____7. Focus G. Putting yourself in a position where
you are responsible for the failure or
success of your business.
_____8. Open to changes H. The firm has a strong-willed and be
able to stick to or follow your own
belief.
_____9. Profit-oriented I. Always sticks to the plan
_____ 10. Copes with uncertainty J. Building a secure job and ensure a
stable income
K. This means knowing how to handle
unusual events that may happen in
the business.

Additional Activities
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

MARKET, COMPETITOR,
Week 3 7 PRODUCT & SERVICES.

What I Need to Know

LO 1. Recognize and understand the market in computer systems servicing.
TLE_EM7-12-00-1
This lesson covers the knowledge about the best qualities of a good and
successful entrepreneur. At the end of this lesson you must be able to:

1. Explain the key concept of market.

2. Identify competitors or players in the market.
3. Understand the concept of products and services in the market.

What I Know

Directions: Choose the letter of the correct answer. Write your answer on the
space provided
1. It is a place where goods and services are exchanged. It consists of buyers and
sellers with facilities to communicate with each other for transactions of goods
and services.
A. Consumer B. Competitors C. Market D. Marketing
2. It is anything that can be offered to a market for attention, acquisition, use or
consumption and that might satisfy a want or need including physical objects,
services, events, persons, places, organization and ideas.
A. Consumer B. Product C. Market D. Marketing

8
 3. It refers to a firm or an organization that has the potential to take your
customers.
A. Competitor B. Product C.Market D. Marketing
4. This level of a product explains the reasons for which a given customer has made
a purchase. This layer mainly includes the generic ingredients of a product.
A. Augmented B. Basic or core C. Formal or actual D.
None
5. Services are intangible we cannot touch them as they are not physical objects.
A. Heterogeneity B. Intangibility C. Ownership D.
Perishability
6. These services cannot move through channels of distribution and cannot be
delivered to potential customers and users.
A. Intangibility B.Inseparability C. Ownership D. Simultaneously
7. Are consumable products which can only be purchased from specialist retailers
and which consumer selected deliberately.
A. Convenience products C. Specialty products
B. Shopping products D. Unsought products
8. Services cannot move through channels of distribution and cannot be delivered
to potential customers and users.
A. Heterogeneity B. Intangibility C. Ownership D. Simultaneity
9. The need for such a product arises normally when customers see and hear about
it. That is the reason why such unsought goods demand extensive advertising
and personal selling.
A. Convenience products C. Specialty products
B. Shopping products D. Unsought products
10. The intangible components of products and core components. Part of product
that is nothing but the associated services like- home delivery, installations
customer care, after-sales services, warranty and guarantees, replacement policy
etc.
A. Augmented B. Basic or core C. Formal or actual D. Replacement
11. A firm that sells the same products and services as you in the same markets.
a. Direct B. Future C. Indirect D. Potential
12. The value of service exists at the point when it is required. This means the
services perish as soon as they are used.
A. Heterogeneity B. Ownership C. Perishability D. Simultaneity
13. Industrial products that aid in the buyer’s production or operations.
A. Capital items B. Material & parts C. Supplies & services D. None
14. In the sale of goods, after the completion of the process, the goods are transferred
in the name of the buyer and he becomes the owner of the goods.
A. Heterogeneity B. Intangibility C. Ownership D. Perishability
15. These products are brought as per the convenience of a customer without much
planning.
A. Shopping products C. Specialty products
B. Convenience products D. Unsought products

What’s In

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-
laH2B3pf9P3H

9
 What’s New

Key Concept of Market

A Market is a place where goods and services are exchanged. It consists of buyers
and sellers with facilities to communicate with each other for transactions of goods and
services – Pyle.

On the other hand, Marketing is the economic process by which goods and
services are exchanged between the producers and the consumers and their value
determined in terms of a money price.

What Is It
Players or Competitors in the Market

A competitor is a firm that has the potential to take your customers.

5 types of competitors

1. Direct: is a firm that sells the same products and services as you in the same
markets.
2. Indirect: is a firm that sells different categories of products and services but is
in the same industry and same markets. For example, a café and restaurant in
the same city are indirect competitors.
3. Replacement: a firm that sells products and services that are in a different
industry that could be used as a substitute for your products. For example, a
restaurant and a supermarket in the same city.
4. Potential: a direct, indirect or replacement competitor that currently has no
distribution in your markets. For example, an organic cosmetics company that is
popular in Europe but that has no sales capabilities in the United States represents
a potential competitor for American cosmetic firms.
5. Future: a firm that has business capabilities that would allow them to quickly
take market share if they entered your markets. For example, A large technology
company may be perceived as a competitor of smaller technology firms even if they
haven’t entered their market yet.

What is a product?
Is anything that can be offered to a market for attention, acquisition, use or
consumption and that might satisfy a want or need including physical objects, services,
events, persons, places, organization and ideas.
Levels of a Product

1. Basic or Core: this level of a product explains the reasons for which a given
customer has made a purchase. This layer mainly includes the generic
ingredients of a product.
Example: A customer buying a vehicle for transportation.
A customer buying a mobile for communication.

2. Formal or Actual: In addition to the core product a customer expects many other
things. One can satisfy these needs with physical attributes, brand name,
packaging, color, style, aesthetic look, and quality.
3. Augmented: The intangible components of products and core components. The
augmented part of a product is nothing but the associated services like- home
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 delivery, installations customer care, after-sales services, warranty and
guarantees, replacement policy, etc.

Retrived from :
https://www.slideshare.net/gadekar1986/produ
ct-12816147

INDUSTRIAL GOODS
Product bought by individuals and organizations for further processing or for use
in conducting a business.
Classification of industrial goods by the purpose for which the product is
purchased:
▪ materials & parts – includes raw materials and manufactured items.
▪ capital items – industrial products that aid in the buyer’s production or
operations
▪ supplies & services – supplies include operating supplies and repair items;
services include maintenance and repair services

What is a Service?
A form of product that consists of activities, benefits, or satisfactions offered for
sale that is essentially intangible and does not result in the ownership of anything.
Examples: banking, hotel, airline, retail, tax, preparation, home repairs.

Characteristics of Service:
1. Intangibility: Services are intangible we cannot touch them as they are not
physical objects. A consumer feels that he has the right and opportunity to see,
touch, hear, smell or taste the goods before they buy them but this is not
applicable to services.
Example: mobile network providers like Vivo, Gionee, Oppo, etc.
2. Perishability: The value of service exists at the point when it is required. This
means the services perish as soon as they are used. Example: Watching movies
in the cinema, riding in the anchors away etc.
3. Inseparability: Services cannot be separated from the service provider. Thus, the
service provider would become a part of a service. Example: Taxi operator drives
a taxi, and the passenger uses it. The presence of taxi driver is essential to provide
the service.
4. Heterogeneity: The quality of services cannot be standardized. The systems and
procedures are put into place to make sure the service provided is consistent.
Example: Live concerts like singing, dancing and comedy shows, movies, etc.
5. Ownership: In the sale of goods, after the completion of the process, the goods
are transferred in the name of the buyer, and he becomes the owner of the goods.
Example: Membership of a gym, Zumba, etc.
6. Simultaneity: Services cannot move through channels of distribution and
cannot be delivered to potential customers and users. Either user is brought to
the services or providers go to the user. Example: A doctor’s visit to the home.
Electronics service, repair & maintenance centers.

11
7. Quality Measurement: service sector requires another tool for measurement. We
can measure it in terms of service level. It is very difficult to rate or quantify
services. Example: Selling a good atmosphere, convenience of customers,
consistent quality of services, etc.
8. Nature of Demand: The services are fluctuating in nature. The demand for
services can be abnormal, sudden seasonal, situational & dependent. Therefore,
while identifying the salient features of services one cannot ignore the nature of
demand. Example: Service quality level deteriorates during peak hours in hotels,
transportation, etc. E-Retailers offering huge discounts on festive occasions

What’s More
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I have Learned

Speak Your Mind

Hey! Can your share something about today’s lesson?

________________________________________________________
________________________________________________________
_________________________________________.

What I Can Do

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

Assessment

Directions: Match the competitor, product, and characteristic of services

in column A with their example in column B. Write the letter of the
correct answer on the space provided before each number.

A B
_____1. Convenience products A. A doctor’s visit to the home.
_____2. Perishability B. Watching movies in the cinema.
_____3. Replacement C. Taxi operator drives a taxi, and the passenger
uses it.
_____4. Specialty products D. Insurance, smoke detector etc.
_____5. Inseparability E. A restaurant and a supermarket in the same city.

12
 _____6. Unsought F. Soft drinks
_____7. Direct G. Medicines
_____8. Shopping product H. More than one internet café in the same city
_____9. Simultaneity I. Shoes, watches, etc.
_____ 10. Ownership J. Membership of a gym.
K. Playing musical instruments

Additional Activities

Directions. Visit and watch and video clip below to learn more about the
levels of the product. Make a short reflection about the video. -
https://www.youtube.com/watch?v=S6ea8poWGtU

KEY CONCEPT IN IDENTIFYING AND

Week 4 UNDERSTANDING THE CONSUMER/MARKET.

What I Need to Know

LO 2. Recognize the potential customer market in computer systems servicing.
TLE_EM7-12-00-2
This lesson covers the knowledge about the best qualities of a good and
successful entrepreneur. At the end of this lesson you must be able to:

1. Explain the key concepts in identifying and understanding consumer

2. Identify customer needs and wants
3. Profile potential customer

What I Know

DIRECTIONS: Choose the letter of the best answer. Write your answer on a separate
sheet of paper.
1. It refers to objective, quantifiable, easily identifiable, and measurable population
data.
A. Demographics C. Lifestyles
B. Environmental factors D. Needs and desire
2. It refers to ways in which individual consumers and families (households) live
and spend time and money.
A. Demographics C. Lifestyle
B. Environmental factor D. Needs and desire
3. A distinctive heritage is shared by a group of people that passes on a series of
beliefs, norms, and customs.
A. Attitude B. Culture C. Personality D. Social
class
4. Refers to an informal ranking of people based on income, occupation, education
& other factors
A. Culture B. Personality C. Perceived risk D. Social class

13
 5. Refers to how a traditional family moves from bachelorhood to children to solitary
retirement.
A. Family life cycle C. Social class
B. Reference group D.Time utilization
6. Refers to the total of individual traits, which make them unique.
A. Attitude B. Culture C. Personality D. Social class
7. Refer to activities in which a person is involved and the amount of time allocated
to them.
A. Family life cycle C. Perceived risk
B. Class consciousness D. Time utilization
8. Refer to the extent to which a person desires and pursues social status.
A. Attitude C. Personality
B. Class consciousness D. Social class
9. Refer to positive/neutral/negative feelings a person has about different topics.
A. Attitude B. Culture C. Personality D. Perceived risk
10. It is a level of risk consumers believe exists regarding the purchase of a specific
good/service.
A. Attitude B. Class consciousness C. Culture Perceived D. risk

What’s In
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-
laH2B3pf9P3H

What’s New
Market refers to a commodity or commodities and buyers and sellers who are
in direct competition with one another’ – Chapman.

What Is It
IDENTIFYING AND UNDERSTANDING CONSUMERS
The success of a retail strategy depends on how well a firm identifies and
understands its customers and how well it forms a strategy mix to appeal to them. This
entails identifying consumer characteristics, needs and attitudes; recognizing how
people make decisions; and then devising the proper target market plan.
What makes a retail shopper tick?

https://s3.studentvip.com.au/notes/9044-sample.pdf?v=1537267721

14
CONSUMER DEMOGRAPHICS
Demographics refers to objective, quantifiable, easily identifiable, and
measurable population data. Both groups of consumers and individual consumers can
be identified by such demographics such as:
Market size: How many people are in the potential target market? Gender: more male or
female, or equal? Age - Population Growth Rate, Life Expectancy – Literacy, Language
Spoken - Household Size, Marital and Family Status, Income: Lower, Middle, Upper,
Mobility - Place of Residence, Occupation: Professionals or Office Workers? Education:
College-Educated? Racial Background.

CONSUMER LIFESTYLES
Lifestyles refer to ways in which individual consumers and families (households)
live and spend time and money. Based on social and psychological factors and are
influenced by demographics.

Understanding Consumer Lifestyles

Social Culture ● What values, norms, and

- A distinctive heritage shared by a customs are most
group of important to the
people that pass on a series of beliefs, potential target market?
norms and customs
Social Class ● Are potential consumers
- Informal ranking of people based on lower, middle, or upper
income, occupation, education & class? Are they socially-
other mobile?
factors
Reference group ● To whom do people look
- Aspirational –person doesn’t belong for purchasing advice?
but
wishes to
- Membership –the person does belong
- Dissociative –person doesn’t want to
belong ● In what stages of the
Family Life Cycle cycle are the bulk of
- How a traditional family moves from potential customers?
bachelorhood to children to solitary
retirement
Time Utilization ● How do people spend
- The activities in which a person is time? How do they feel
involved about their shopping
and the amount of time allocated to time?
them
- If busy – convenience important
Household Life Cycle
Psychological Personality ● Do potential customers
- Sum total of individual’s traits, have
which Identifiable personality
make them unique traits?
- Innovativeness, self-confidence,
sociability
Class Consciousness
- Extent to which a person desire and ● Are potential consumers
pursues social status status-conscious?
Attitudes
15
 - Pos/neutral/negative feelings a ● How does the potential
person has target market feel about
about different topics the retailer and its
Perceived Risk offerings in terms of
- Level of risk consumers believe exist specific strategy
regarding the purchase of a specific components?
good/service
- Functional –will it perform well?
- Physical – can it hurt me?
- Financial –can I afford it?
- Social – what will my peers think?
- Psychological –am I doing the right
thing?
Time – how much shopping effort is
needed?

Retailing Implications of Consumer Demographics and Lifestyles

Gender Roles
• Willingness to switch brands is a sentiment most aligned with female
consumers
• Store choice also affected – Aus women shop around for the best price –
almost twice as much as men
• Huge amount of working women
• Tend to be more self-confident, concerned with convenience,
individualistic
• More knowledgeable
• More interested in leisure activities
• Men now take more care of their children, shop for food, do laundry
Generation Differences
• Gen Y: spending has remained much higher
• Baby boomers: fear the slowdown, investing heavily and taking a risk
aversion attitude
• Gen Z: thrifty, worry about money, have strong convictions about paying
bills on time, don’t like to owe money, but the quality of life ahead of
materialistic goals
Consumer sophistication and confidence
• Many shoppers now knowledgeable
• More aware of trends in tastes, styles, goods and services
CONSUMER NEEDS AND DESIRES
● Needs: a person’s basic shopping requirements consistent with their present
demographics and lifestyle.
● Desires: discretionary shopping goals that have an impact on attitudes and
behaviors.
● When a retail strategy aims to satisfy consumer needs and desires, it appeals to
consumer motives, the reasons for their behavior. Some questions to resolve: - How
far will consumers travel to get to the retailer? - How important is convenience? -
What level of customer service is preferred? - How important is the price? - What
retailer actions are necessary to reduce perceived risk?

SHOPPING ATTITUDES AND BEHAVIOUR

Attitude toward shopping
• Shopping environment - In general, people don’t enjoy shopping as much
as in the past - Customers derive shopping enjoyment from an assessment

16
 of accessibility, atmosphere, environment and personnel - If a shopping
center facilitates fast, efficient shopping –appeal to men
• Attitudes toward shopping time - Retail shopping is often viewed as a chore
- Retailers should pay equal attention to store atmosphere (lights, music)
and efficiency of store location, parking, sales personnel
• Shifting feelings about retailing - Has been a major change in attitudes
toward spending, value and shopping with established retailers

RETAILER ACTIONS
Mass Marketing Strategies ∙ A firm such as a supermarket or a drugstore sells
to a broad spectrum of consumers
∙ Doesn’t focus efforts on any one kind of consumer
∙ Same promotions for everyone
Concentrated marketing ∙ Retailer tailors its strategy to the needs of one
Strategies distinct consumer group, such as young working
women
∙ Doesn’t attempt to satisfy people outside that
segment
Differentiated Marketing ∙ The retailer aims at 2 or more distinct consumer
Strategies groups
∙ E.g. men and boys
∙ Different strategy mix for each

Additional Activities

Directions: Visit and watch and video clip below on understanding the consumer decision-making process.
Make a short reflection about the video. - https://www.youtube.com/watch?v=cKGmETvpKEo

Apply Quality Standard: Standard Operating

Week 5
Procedure and Work Instruction

What I Need To Know

LO 1. Assess quality of received materials (TLE_IACSS9- 12AQS-Ia-1)
This lesson covers the knowledge about the Standard Operating Procedure
and Work Instruction. At the end of this lesson you must be able 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 related to work.

What I Know
Direction: Encircle the letter of the correct answer.

1. It is a set of standardized methods for controlling the employees according to

set criteria or guidelines.
A. Standardized Operating Method C. System Operation Method
B. Standard Operating Procedure D. System Operation Procedure
17
 2. It is a management system that is used by the accounting department to
request the purchase an item from the supplier.
A. Process Request C. Sales Request
B. Purchase Request D. System Request
3. It is a technique used to locate the items to include in inventory.
A. Filling B. Inspection C. Sticking D. Tagging
4. It is the key concept of a company that considered the protection of employees
and clients, and it helps to boost the level of performance of the employees at a
higher level.
A. Evaluation B. Measurement C. Standard D. Union
5. It can be recognized as the most realistic and valuable method for addressing
buying, procurement, or service issues.
A. Standard & Evaluation C. System & Evaluation
B. Standard & Specification D. System & Specification
6. It is a type of document signed by receiving staff as an acknowledgment receipt
of PR items and was carried by the supplier’s staff.
A. Bill of Client C. Bill of Payment
B. Bill of Lading D. Bill of Supplier

7. It is a document used by the staff for matching all specifications required before
obtaining the PR items.
A. Inventory Checklist C. Job Order
B. Receiving Checklist D. Work Order
8. It is a section of receiving a report that states the specific information such as
dimension, the purpose of the item, and included accessories.
A. Date received B. Name C. Specification D. Remarks
9. It is a set of rules and conditions for the establishment of minimum levels of performance
and quality of goods and services.
A. Assessment B. Evaluation C. Standard D. Unity
10. It is a document that explains how to carry out the procedure of a certain task.
A. Assessment C. Standard
B. Good Procedure D. Work Instruction

What’s In

Directions: Read and answer the question below. Write your answer in the spaces provided below.
What is Standard Operating Procedure?
____________________________________________________________________________
____________________________________________________________________________

18
 What’s New

Some SOPs may have a two-tiered system that includes both procedures and work
instructions. Your procedures should provide a general view of the steps at the higher level,
while work instructions are far more detailed.

Designing a Good Procedure

Designing a good procedure is a part of management systems. A proper draft of the
procedure is a set of standards for the employees to follow. This increases the level of efficiency
of the organization and employees to avoid a high level of risks.
Directions: In this activity, you will list a simple procedural task. Read the scenario and write
the procedures for the purchased request below.
Rey needs a new printer suited for textile printing and fills out the purchased request
form.
Procedures for Purchased Request
1. ____________________________________________________________________
2. ____________________________________________________________________
3. _____________________________________________________________________
4. _____________________________________________________________________
5. _____________________________________________________________________
6. _____________________________________________________________________
7. _____________________________________________________________________
8. _____________________________________________________________________
9. _____________________________________________________________________
10. ____________________________________________________________________

What Is It
Standard Operating Procedures (SOP) and Work Instructions

Is a set of a standardized method for controlling the process to obtain the

desired outcome according to defined criteria. SOPs are step-by-step guidelines used
to evaluate all employees for Good Manufacturing Practices (GMP), safety
procedures, stable financial properties, and IT security policy.
Standards are documents that highlight or recommend a set of rules and
conditions for the establishment of minimum levels of performance and quality of
goods and services, as well as optimized the conditions and procedures for operation
in offices, shops and industry.
Specifications tend to have more limited applications than standards and
generally establish requirements for materials, products, or services that are used to
purchase by an industry or government agencies. Standards and specifications are
recognized as the most practical and most useful tool to address the issues of
purchasing, acquiring goods or services.

19
 Steps for Receiving of Materials
Inspect Incoming Goods (to be conducted by receiving staff)
1. The items shipped must match the description specified in the purchased
order. Any significant differences may result in rejection of the goods or
services.
2. If no authorizing purchase order occurs and a waiver is not given by the
purchasing manager, the shipped products are rejected.
3. Use a preprinted receiving checklist to inspect each delivery. Items likely
requiring review are the quantity received, comparison to a quality threshold,
and the date and time of receipt. Note any variances on the checklist. Initial
the checklist when the review is complete.
4. Sign a photocopy of the bill of lading to indicate that the delivery has been
inspected and is accepted.
Identify and Tag All Received Inventory (to be conducted by receiving staff)
1. Check the receiving log with the date and time of receipt of each delivery, the
name of the shipper, the manufacturer, the amount of the purchase order and
the summary of the received product.
2. Submit a copy of the signed letter of lading bill to the accounting department
billing clerk.
3. File the master copy of the lading bill by date at the filing section of the
warehouse.

Receiving Report
Upon receiving purchased goods or even services from a supplier, the shipment
must be checked to make sure that the correct quantity and quality were received. A
receiving report should immediately be completed which indicates:
➢ specific date and time the material was received, or service was performed
➢ quantity of material received and whether any discrepancies exist when
compared with the packing slip
➢ quality of the material meets specifications
➢ names of the personnel who performed these checks

What’s More
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I Have Learned

Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I Can Do
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

20
 Assessment

Directions: True or False. Read each statement below carefully. Write TRUE if
the statement is correct and FALSE if not. Use a separate sheet of paper.

1. Standard Operating Procedure or SOP is a set of standardized methods for

controlling the employees according to set criteria or guidelines.
2. An organization with a strong management structure has the best set of
standards for staff, service, or product practices to boost the performance
at a higher level and to prevent any danger that could hurt the staff and
the organization.
3. The standard and specifications can be recognized as the most realistic
and valuable method for addressing buying, procurement, or service
issues.
4. Only recognize the products being shipped after receiving a Purchased
Request item from the manufacturer and make a receiving receipt to
inform the accounting office that the Purchased Request items have
already been received.
5. Report the file at the filling area section after obtaining the purchased
request item from the supplier.
6. Each time the staff received a purchased request item they always use a
pre-printed receiving checklist without any further examination of the item
received.
7. The receiving report must state the correct specifications of the purchased
order.
8. Sign the original lading bill to show that the purchased request was
successful then return the lading bill to the supplier.
9. Receiving materials purchased by an organization is an example of system
management.
10. Maintaining a computer's data processing is a good example of work
instructions.

Additional Activities
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

21
 Fault Detection
Week 6
and Fault Isolation

v What I Need To Know

LO 1. Assess quality of received materials (TLE_IACSS9- 12AQS-Ia-1)
This lesson covers the knowledge, skills, and attitudes on Fault Detection and
Fault Isolation. Upon completion of this lesson you must be able to; (1) Classify the
fault detection and fault isolation; (2) Fill out the log report; and (3) Follow the
protocols in filling of a faulty item.

What I Know

Directions: Read the statement below and circle the letter of the correct answer.
1. It is a type of fault in the product which hinders the usability of an item.
A. Factory Defect C. Non-conformity to specification
B. Safety Defects D. Non-conformity to government
specification
2. It can locate the defect/fault by using device components.
A. Fault Detection C. Fault Restoration
B. Fault Isolation D. Fault Maintenance
3. It is a type of fault that may cause serious damage to a consumer from
using it.
A. Factory Defect C. Non-conformity to specification
B. Safety Defects D. Non-conformity to government specification
4. It is a type of fault in a product that defines as failure to meet the standard
requirements.
A. Factory Defect C. Non-conformity to specification
B. Safety Defects D. Non-conformity to government specification
5. It is a type of fault in a product that does not meet the government
standards.
A. Factory Defect C. Non-conformity to specification
B. Safety Defects D. Non-conformity to government specification
6. It is a type of document used to record the faults that occurred in the item.
A. Assessment Report C. Log Report
B. Bill of Lading D. Replacement Report
7. It is an official document or a piece of paper that guarantees the item can
be returned or replaced once a fault has occurred.
A. Bill of Lading C. Warranty
B. Service Manual D. Purchase Receipt
8. It is the process of returning and repairing of fault item back to the
manufacturer.
A. Return Merchandise Authorization
B. Repair Merchandise Authorization
C. Report Merchandise Authorization

22
 D. Replace Merchandise Authorization
9. The following are the purposes of a log report, EXCEPT.
A. It is a report of defect item.
B. It is a list of items for future maintenance.
C. It is a report that tells the specification of the item.
D. It is a file of the history of troubleshooting performed on a recorded
object.
10. It is a law that protects consumers from counterfeit or fake products.
A. Enforcement of Warranty
B. Enforcement of Guarantee
C. Consumer Act of the Philippines
D. Consumer Product and Service Warranties

What’s In
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What’s New
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What Is It

Fault Detection and Fault Isolation

Fault Detection and Fault Isolation are the most crucial qualities for a
computer technician. Fault Detection can be determined by using device
components, hardware, or software to locate the fault. Fault Isolation can determine
the exact location of the fault and can categorize the type of fault that has occurred.

Different Types of Faults

• Factory defect - any characteristic of a product which hinders its usability for
the purpose it was designed and manufactured.
• Safety defect - according to the Consumer Act of the Philippines, a product is
defective when it does not offer its safety and rightful expectations.
• Non-conformity to specification- is defined as the failure to meet one or more
requirements.
• Non-conformity to government standards- is defined as failures to meet the
set standards of government.
Examples: PECs, environmental code set standard of DTI, WHO, or by
Philippine Government.

Fault Logs

23
 Maintaining a proper record of a supplier's goods, products and/or services is
another quality of a computer technician. Keeping fault logs is used to record or
report any faults or errors that have occurred on the items / services received. In the
future, fault logs may be used to refer to maintenance or upgrade items or goods. As
far as services are concerned, future logs help the technician to solve the problem
without making another troubleshoot again.

Name of School: ______________________________________________.

Address of School: ____________________________________________.

Log Report

Name: Date:
Grade & Section Teacher:

Quantity Date Action Taken

Official conduct
Item Descriptions With Without Remarks
Receipt no. Fault Fault
Repair Replacement

This will be filled out by the approving authority.

Date:
Approved by: __________________________________
____________________________
Signature over Printed Name

Example of Log Report

Replacement Process

Many businesses use the RMA (Return Merchandise Authorization) as a

replacement and repair mechanism. In this phase, the warranty period plays a key
role under RMA, as the terms of the warranty include the actual parts or the proper
usage of the products and the timeframe for replacement. Having the serial number
of the company is like having your name. Nowadays, many businesses use serial
numbers against fraudulent products. The serial numbers include the product
specification and the company's evidence of ownership.

After receiving purchased items that are incomplete or faulty, report

immediately to the supervisor for immediate action to return the purchased items to
the manufacturer and to make arrangements with the manufacturer or the merchant
for replacement. Nevertheless, the supervisor will confirm if the defective item is
under warranty so that the manufacturer can replace the defective item.

Enforcement of the warranty or guarantee

According to Republic Act No. 7394 or known as “Consumer Act of the

Philippines.”, chapter III Consumer Product and Service Warranties, Article 68:
Additional Provisions on Warranties, b) express warranty, 4. Enforcement of warranty
or guarantee. “The warranty rights can be enforced by the presentment of a claim.

24
 To this end, the purchaser needs only to present to the immediate seller either
the warranty card or the official receipt along with the product to be serviced or
returned to the immediate seller. No other documentary requirement shall be
demanded from the purchaser. If the immediate seller is the manufacturer’s factory
or showroom, the warranty shall immediately be honored. If the product was
purchased from a distributor, the distributor shall likewise immediately honor the
warranty. In the case of a retailer other than the distributor, the former shall take
responsibility without cost to the buyer of presenting the warranty claim to the
distributor in the consumer’s behalf.”

What’s More

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I Have Learned

Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I Can Do
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

Assessment

Directions: Read each statement below carefully. Arrange the replacement process
in a logical sequence. Write the letter from A to J in the space provided before the
number.

Replacement Process
1. The technicians will inspect the purchased request items if there is a defect.

2. The supervisor and the manufacturer must adhere to the terms and conditions
of the warranty.
3. To receive a replacement order, send a confirmed report to the manufacturer.

4. The supplier will clarify to the supervisor that the defective item is still
protected by the warranty.

25
 5. When the diagnosis has been completed, send a fault log report to the
supervisor.
6. After the repair has been accepted, the supplier must retrieve the defective
item.
7. After the repair has been accepted, the supplier must replace it with a brand-
new item.
8. The technician will perform the fault detection of the received items.

9. The technician will perform the fault isolation of the received items.

10. The supervisor must check the fault logs and the defect item warranty.

Additional Activities
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

Week 7 Specific Quality Standards

What I Need To Know

LO 2. Assess own work (TLE_IACSS9- 12AQS-Ib-2)
This lesson covers the knowledge, skills, and attitudes on Specific Quality
Standards. Upon completion of this lesson you must be able to:
(1) Differentiate the use of documentation according to quality standard;
(2) Check completed work against the quality standard; and
(3) Conform to the quality standard for every task.

What I Know

Directions: Read the statements below and circle the letter of the correct answer.
1. As a human resource, what are the qualities you will consider in selecting a
computer technician?
A. Has a professional certificate C. Has a quality skill
B. Has a purchase skill D. Has few working experiences
2. In which part of the operational manual discussed the disaster risk
management in case of disaster happens?
A. Occupational Health C. Safety Instruction
B. Occupational Safety D. Risk Assessment
3. This is a document that provides guidelines or characteristics that can be
used consistently to ensure everything in a company are fit for their purpose.
A. Quality Assurance C. Operational Manual
B. Quality Standard D. Service Manual
4. This specific quality standard passed all the standard procedures and ready
for sale in the mainstream market.
A. Certificate of Conformity C. Operational Manual
B. Final Product D. Service Manual

26
 5. This is a related document that was accredited to operate or to sell their
products because of conforming to the quality standard laid by the
government.
A. Certificate of Conformity C. Operational Manual
B. Final Product D. Service Manual
6. It is a certificate issued by Technical Education Skills and Development
Authority to qualified individuals.
A. Business Permit C. Police Clearance
B. Drivers' License D. National Certificate II
7. The following are related documents EXCEPT.
A. National Certificate C. Service Manuals
B. Replacement D. Warranty
8. Which among the following statements is the characteristic of service
manuals?
A. To meet a minimum and safety requirement.
B. To assign a service technician to perform maintenance.
C. To guide the employees to perform specific instructions.
D. To acknowledge the employees for attending a training or seminar.
9. Which among the following statements is a characteristic of a certificate of
conformity?
A. To meet a minimum and safety requirement.
B. To assign a service technician to perform maintenance.
C. To guide the employees to perform specific instructions.
D. To acknowledge the employees for attending a training or seminar.
10. Which among the following statements is a characteristic of certification?
A. To meet a minimum and safety requirement.
B. To assign a service technician to perform maintenance.
C. To guide the employees to perform specific instructions.
D. To acknowledge the employees for attending a training or seminar.

What’s In
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What’s New
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What is It

Quality Standard
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.

27
Specific Quality Standards
A. Hardware

The durability of the final product lies in the materials, component

parts and the person who installs it. Another factor of Quality Standard
in hardware is using of best quality products but using these products
without the skilled person who will install it may result in failure.
Thus, hiring skilled technicians includes the proper use of service
manuals. Service Manuals- a type of manual containing guidance and
specifications for the maintenance and repair of parts or computers and
use by service technicians or engineers to perform routine maintenance
or troubleshooting and to fix problems or breakdowns. The technician
should refer to this for specific instructions in maintaining of product and
conforming to the instructions the technician may assess his/her own
work.
B. Production Process

In the production of process, some key performances must observe like

identifying the customer needs, production, installation, suppliers, and
documentation. It also includes the designing and testing of patents and
distribution of the final product to the target customer. These key
performances must plan carefully and meet the quality standard of the
company. As a computer technician you must consider the quality of each
available raw material, components parts in accomplishing a task.

C. Operational Manual of Company

Working with a company the technician must be familiar with the

company’s hierarchy and how to execute the provided guidelines of the
company.
The following are part of the operational manual:
▪ Organizational Chart- a diagram showing the structure of the
organization and the ties and relative ranks of its divisions and
members, giving the reader an easily understood picture of where
key people fit into the organization.
▪ Job Description- is a document that sets out the general roles,
duties and responsibilities of the position and may define the
functionary to whom the position reports, the requirements such
as expertise, qualifications, registration, certification or skills
required by the person in the position and the salary scale.
▪ Documented Processes- list of Standard Operating Procedures or
SPO. (we already discussed it in week 5)
▪ Contact details- includes the name contact details of the key
persons within an organization.
▪ Occupational Health and Safety Instructions- risk assessment
and risk management policies. It also includes the emergency
procedures a standard response to a reasonably foreseeable
emergency in the normal course of a business example of this
are evacuation plan, earthquake drill, response to hazardous
materials once leaked, and disaster recovery plan.
▪ Policies- A policy is a statement of intent and is implemented as
a procedure or protocol.

28
 ▪ Reference- some operational manuals contain procedures for
using equipment and may be incorporated in annexures or
reference.

D. Certificate of Conformity

In the Philippines, the Bureau of Philippine Standards (BSP) under with

Department of Trade and Industry is the one who issues two mandatory
product certification schemes: Standard (PS) Quality and/or Safety
Certification Mark Licensing Scheme and the Import Commodity Clearance
(ICC). The entitle to receive PS and ICC stickers as recognition of BSP are
the products that complied with the requirements of PNS ISO 9001 and
other related product standards.

E. Final Product

A final product or finished product is a product ready for sale, a finished

result from the combination of the management system, work procedures,
materials, skilled person, certificates, and accreditation.

The manufacturer of the final product must include the service manual
for guiding the consumer in properly caring for the product and maintain
it in good condition.
The service manual must include the following:
• Safety instruction • Maintenance
• Assembly instruction instruction
• Set up instruction • Troubleshooting guide
• Normal usage • Service location
instruction • Regulatory code
• Warranty information

What’s More

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H
What I Have Learned
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I Can Do
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

29
 Assessment

Directions: Choose the letter of the correct answer. Write the chosen letter on a
separate sheet of paper.
1. What is the quality in selecting of a computer technician?
A. Has a professional certificate. C. Has a quality skill.
B. Has a purchasing skill. D. Has few working experiences.
2. Which of the following documents provides guidelines or characteristics that
can be used consistently to ensure everything in a company or in services are
fit for their purpose?
a. Quality Assurance C. Operational Manual
b. Quality Standard D. Service Manual
3. Which of the following is not one characteristic of the related documents?
a. National Certificate C. Service Manuals
b. Replacement D. Warranty

4. Which of the following is an example of a certificate of conformity issued by

the Technical Education Skill and Development Authority?
a. Business Permit C. National Certificate II
b. Drivers' License D. Police Clearance
5. Which of the following quality standards is ready for sale in mainstream
marker?
a. Certificate of Conformity C. Operational Manual
b. Final Product D. Service Manual
6. Which of the following documents is accredited to sell and manufactured due
to conforming to the quality standards laid by the government?
a. Certificate of Conformity C. Operational Manual
b. Final Product D. Service Manual
7. Which of the following part of the operational manual discussed disaster risk
management in case of disaster happens?
a. Occupational Health C. Safety Instruction
b. Occupational Safety D. Risk Assessment
8. Which among the following statements is a characteristic of a certificate of
conformity?
a. To meet a minimum and safety requirement.
b. To assign a service technician to perform maintenance.
c. To guide the employees to perform specific instructions.
d. To acknowledge the employees for attending a training or seminar.
9. Which among the following statements is the characteristic of service
manuals?
a. To meet a minimum and safety requirement.
b. To assign a service technician to perform maintenance.
c. To guide the employees to perform specific instructions.
d. To acknowledge the employees for attending a training or seminar.
10. Which among the following statements is a characteristic of certification?
a. To meet a minimum and safety requirement.
b. To assign a service technician to perform maintenance.
c. To guide the employees to perform specific instructions.
d. To acknowledge the employees for attending a training or seminar.

30
 Additional Activities

Directions: Read the statements carefully and write your answer in the spaces
provided below.
From now on I will execute my work according to ________________. No
_________ materials will be used in my service as computer _______________ but I will
use quality materials with quality assurance.

Week 8 Quality Assurance and Quality Control

What I Need To Know

LO 3. Engage in quality improvement (TLE_IACSS9-12 AQS-Ic-3)

This unit covers the knowledge, skills, and attitudes on Quality

Assurance and Quality Control. Upon completion of this module, you must
be able to:
(1) Distinguish the Quality Assurance and Quality Control;
(2) Assess your own work in providing quality assurance and quality
control;
(3) Conform to the quality standard for every task.

What I Know

Directions: Read the statements below and circle the letter of the correct answer.
1. It is the method for eliminating errors and defects in the manufactured
products.
A. Inspection C. Quality Control
B. Company Approach D. Quality Assurance
2. It is the process of reviewing the products’ properties including the product
production.
A. Inspection C. Quality Control
B. Company Approach D. Quality Assurance
2. It is involved in quality standards for logistical and procedural tasks to carry
out in the quality system.
A. Inspection C. Quality Assurance
B. Company Approach D. Quality Control

31
3. It is a key principle of quality assurance that the product must be appropriate
for the intended use only.
A. Failure of Testing C. Fit for purpose
B. Correct for the first time D. Statistical Control
4. The purpose of this process is to reduce the probability of failure in the final
product.
A. Data Sampling C. Inspection
B. Failure Testing D. Statistical Control
5. The purpose of this process is to test the final product in a harsh environment
to occur unexpected flaws.
A. Data Sampling C. Inspection
B. Failure Testing D. Statistical Control
6. This is filled out by the customer to give their reaction to a product or service
for improvement and can be on a piece of paper or a digital platform.
A. Raffle entry C. Warranty
B. Feedback form D. Purchase receipt
7. This is the purpose of gathering of feedback from the consumer.
A. It will eliminate the error of the product.
B. It will decrease the sales of the company.
C. It will increase the production of the company.
D. It will help the company to improve the product.
8. This will happen if the inspection procedure was not conducted properly.
A. It will not affect the company.
B. It will affect the production sales.
C. It will decrease the improvement of products.
D. It will increase the integrity of other companies.
9. This is the goal of the company for implementing quality assurance and
control in their products.
A. To ensure the loyalty of the consumer.
B. To ensure the loyalty of employees.
C. To ensure the quantity of production.
D. To ensure the increase the production sales.

What’s In
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What’s New
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

32
 What is It

Quality Assurance and Quality Control

The terms 'quality assurance' and 'quality control' are also used interchangeably
to refer to ways of ensuring the quality of a service or product. For instance, the
term "assurance" is often used as follows: Implementation of inspection and
structured testing as a measure of quality assurance in a television set software
project at Philips Semiconductors is described. The term "control", however, is used
to describe the fifth phase of the Define, Measure, Analyze, Improve, Control (DMAIC)
model. DMAIC is a data-driven quality strategy used to improve processes.
Quality Assurance
Quality assurance (QA) is a method of eliminating errors and defects in
manufactured products and avoiding problems in supplying products or services to
customers; which ISO 9000 defines as "part of quality management focused on
providing confidence that quality requirements will be fulfilled".
Quality assurance involves logistical and procedural tasks carried out in the
quality system to ensure that the specifications and objectives for a product, service
or operation are met. It is the systematic measurement, comparison with the norm,
process monitoring and related feedback loop that confers on error prevention.
Quality assurance requires two principles: "fit for purpose" (the product
should be appropriate for the intended purpose) and "correct for the first time"
(mistakes should be eliminated). It includes the control of the quality of raw
materials, assemblies, goods and components, manufacturing and control facilities,
manufacturing, and inspection processes.
A. Failure Testing
Failure testing, the operation of a product before it fails, often under
stress such as increasing vibration, temperature, and humidity, is a
valuable method for the entire consumer product. This shows many
unexpected flaws in the product and the data is used to drive changes in
engineering and manufacturing processes.

B. Statistical Control
Many companies use statistical process management to get the
organization to Six Sigma standards of consistency, in other words, the
probability of an unintended failure is reduced to six standard deviations
in the normal distribution. Regulation of typical statistical processes.
Manufacturing operations typically proceed by random sampling and
evaluating a fraction of the output. Variations of critical tolerances are
constantly tracked, and production processes are corrected before to
producing defective component parts.

Quality Control
Quality Control (QC) is a process in which organizations review the quality of
all factors involved in production. ISO 9000 defines quality control as "A part of
quality management focused on fulfilling quality requirements".
Inspection is a significant component of quality management where the
physical product is visually inspected or after producing the product it should be
analyzed for any defects before producing it into the market. This is the most crucial

33
part of quality control; it may affect the engineering or product processes due to
improvement to products being offered and most likely it can decrease the sales of
the company or organization.
The following are suggested for refinements for quality assurance:
• Marketing had to carry out its work correctly and identify the customer's
requirements.
• Specifications had to be specified to comply with these specifications.
• Compliance with the specifications, i.e. drawings, standards, and other
relevant documents, has been enforced during development, planning and
control.
• Management had to confirm that all operators were equal to their jobs and
that holidays, celebrations and conflicts did not affect the degree of efficiency.
• Inspections and checks must carry out on all purchased component parts and
raw materials to conform with the Standard Operating Procedure. Measuring
and maintaining of equipment was correct was the responsibility of the QA /
QC department.
• Any feedback received from consumers has been satisfactorily handled in a
timely manner. The users’ / customers’ feedback is used to review the designs
of the product for improvement.
• Consistently handling the document with proper assessment should always
be practiced.
• Any changes that will be made in the production process should notify the
concerned people.

What’s More

Visit the link to view the activity sheet.

https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I Have Learned

Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

What I Can Do
Visit the link to view the activity sheet.
https://drive.google.com/drive/folders/1nsKHqvlPYKa1TFoR6bb-laH2B3pf9P3H

34
 Assessment

Directions: Read the questions below and circle the letter of the correct answer.
1. Which of the following is the process of reviewing the products’ properties
including the product production?
A. Company Approach C. Quality Assurance
B. Inspection D. Quality Control
2. Which of the following is the method of eliminating errors and defects in the
manufactured products?
A. Company approach C. Quality assurance
B. Inspection D. Quality control
3. Which of the following is the most important factor in quality control that can
result in decrease in sales?
A. Documents C. Inspection
B. Feedback D. Marketing
4. Which of the following principles of quality assurance states that the product
should be used for the intended purposes only?
A. Failure of Testing C. Fit for purpose
B. Correct for the first time D. Statistical Control
5. Which of the following involves in logistical and procedural tasks that carried
out in the quality system?
A. Company Approach C. Quality Assurance
B. Inspection D. Quality Control
6. Which of the following processes in the product reduce the probability of
failure to the final product?
A. Data Sampling C. Inspection
B. Failure Testing D. Statistical Control
7. Which of the following processes places the product in a harsh environment
to analyze the unexpected flaws or defects?
A. Data Sampling C. Inspection
B. Failure Testing D. Statistical Control
8. Why is it important for an organization to listen to the collected feedback from
the consumer?
A. To increase the production of a company.
B. To produce more products for the consumer.
C. To decrease the sales of the organization.
D. To help the organization to improve the product.
9. What will happen to the company if the inspection procedure was not
conducted properly?
A. It will not affect the company.
B. It will affect the production sales.
C. It will decrease the improvement of products.
D. It will increase the integrity of other companies.
10. Why does the company need to implement quality assurance and control in
their product?
A. To ensure the loyalty of their consumer.
B. To ensure the loyalty of their employees.
C. To ensure the quantity of produce product.
D. To ensure the increase of production sales.

35
 Additional Activities

Directions: Give a recommendation to your future self as a computer technician

about Quality Assurance and Quality Check in providing computer-

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

36