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Misrak TVET College Training, Teaching and Learning Materials Development yes

MISRAK TVET COLLEGE under

Ethiopian TVET-System INFOM!TION TEC"NOLO#$ %&''OT %EVICE Level I

LEARNING GUIDE # 22 &nit o( Competence) Competence ) Module Title ) L# Code ) TTLM Code )

!ppl* +ualit* %tandards !ppl*ing +ualit* %tandards ICT IT% M-. L- // ICT IT% TTLM-. -0

LO ) !ssess o1n 1ork

Learning #uide st e evision

Date) -02/-3 !uthor) IC ICT, IT 4 Misrak TVET College

'age 1 o( -

Misrak TVET College Training, Teaching and Learning Materials Development

INTRODUCTION

Learning Guide # 22

This learning guide is developed to provide *ou the necessar* in(ormation regarding the (ollo1ing content coverage and topics 4 •

%tandards against 1orkplace 5eing undertaken6

This guide 1ill also assist *ou to attain the learning outcome stated in the cover page6 %peci(icall*, %peci(icall*, upon completion o( this Learning #uide, *ou 1ill 5e a5le to 4    

Check completed 1ork against 1orkplace standards relevant to the operations 5eing undertaken6 Demonstrate an understanding understanding on ho1 the 1ork activities and completed 1ork relate to the ne7t process and to the (inal appearance o( the activit*6 Identi(* and isolate (ault* pieces or (inal products in accordance 1ith compan* policies and procedures6 ecord and report (aults and an* identi(ied causes in accordance 1ith 1orkplace procedures6

Learning Activitie 6 ead the speci(ic o58ectives o( this Learning #uide6 /6 ead the in(ormation 1ritten in the 9In(ormation %heets : in pages ;2<6 ;6 !ccomplish the 9%el(2check: in page =6 36 I( *ou earned satis(actor*, proceed to 9Lap Test on page -6 "o1ever, i( *our rating is unsatis(actor*, see *our teacher (or (urther instructions or go 5ack to !ctivit* >6 06 Do the 9L!' test: ?i( *ou are read*@ and sho1 *our output to *our teacher6 $our teacher 1ill evaluate *our output either satis(actor* or unsatis(actor*6 I( unsatis(actor*, *our teacher shall advice *ou on additional 1ork6 Aut i( satis(actor* *ou can proceed to Learning #uide /;6

•

$our teacher 1ill evaluate *our output either satis(actor* or unsatis(actor*6 I( unsatis(actor*, *our teacher shall advice *ou on additional 1ork6 Aut i( satis(actor* *ou can proceed to the ne7t topic6



'age 2 o( -


In!"rati"n S$eet 1

Standard againt %"r&'(ace )eing underta&en

A''(* +ua(it* tandard and 'r"cedure ,ua(it* Aurance and ,ua(it* C"ntr"( in genera( -$at i ,ua(it*.  The ongoing process o( 5uilding and sustaining relationships 5* assessing, anticipating, and (ul(illing stated and implied needs6  +ualit* is the customersB perception o( the value o( the suppliersB 1ork output6  ! product or process that is elia5le, and that per(orms its intended (unction is said to 5e a ualit* product6 +ualit it* * is no noth thin ing g more more or less less than than the the perc percept eption ion the the cust custom omer er has has o( *o *ou, u, *o *our ur  +ual products, and *our services +ualit it* * is no noth thin ing g more more or less less than than the the perc percept eption ion the the cust custom omer er has has o( *o *ou, u, *o *our ur  +ual products, and *our services ,ua(it* '"(ic* +ualit* polic* is a document 8ointl* developed 5* management and ualit* e7perts to e7press the ualit* o58ectives o( the organiation, the accepta5le level o( ualit* and the duties o( speci(ic departments to ensure ualit*6 $our $our ualit* polic* should) shoul d) %tate a clear commitment to ualit*6 ecognie customer needs and e7pectations6 Ae activel* supported 5* senior management6 List the ualit* o58ectives *ou 1ant to achieve6 Ae understood 5* ever*one in the organiation6 Ae consistent 1ith *our organiationBs goals6 Ae maintained throughout *our organiation6 Ae applied throughout *our organiation6 • • • • • • • •

Re'"ni)i(it* and aut$"rit* De(ine ualit* s*stem responsi5ilities, give ualit* s*stem personnel the authorit* to carr* out these responsi5ilities, and ensure that the interactions 5et1een these personnel are clearl* speci(ied6 !nd make sure all o( this is 1ell documented6 This reuirement must 5e met (or those 1ho) Manage ualit* s*stem 1ork6 'er(orm ualit* s*stem 1ork6 Veri(* ualit* s*stem 1ork6 • • •



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Re"urce Identi(* and provide the resources that people 1ill need to manage, per(orm, and veri(* ualit* s*stem 1ork6 Make sure that) Onl* trained personnel are assigned6 Managers have the resources the* need ne ed to veri(* 1ork6 Internal auditors have the resources the* need6 • • •

Manageent re'reentative !ppoint a senior e7ecutive to manage *our ualit* s*stem and give him or her necessar* authorit*6 authorit*6 This senior e7ecutive must ensure en sure that *our ualit* s*stem is developed and implemented6 This e7ecutive must) • • • • •

Monitor the per(ormance o( *our ualit* s*stem6 Control the per(ormance o( *our ualit* s*stem6 eport on the per(ormance o( *our ualit* s*stem6 "elp improve the per(ormance o( *our ualit* s*stem6 !ct as *our organiationBs spokesperson on ualit*6 ualit*6

,ua(it* *te Develop a ualit* s*stem and a manual that descri5es it6 $our ualit* s*stem should ensure that *our products con(orm to all speci(ied reuirements6 $our $our ualit* manual should) %tate *our ualit* polic*6  List *our ualit* o58ectives6  'rovide an overvie1 o( *our ualit* s*stem6  Descri5e the structure o( *our organiation6  Discuss *our ualit* s*stem procedures6  Introduce *our ualit* documents and records6  Teach Teach people a5out *our ualit* s*stem6  Control ualit* s*stem 1ork practices6  #uide the implementation o( *our ualit* s*stem6  E7plain ho1 *our ualit* s*stem 1ill 5e audited6 

,ua(it* Aurance +ual +ualit it* * !s !ssu surrance nce is a s*st s*stem em o( mana anagemen ementt act activit ivitie ies s inv involvi olving ng pla plannin nning g, impl implem emen enta tati tion on,, asse assess ssme ment nt,, and and repo report rtin ing g to make make sure sure that that the the end end prod produc uctt ?i6e ?i6e66, environmental data@ is o( the t*pe and ualit* needed to meet the needs o( the user6 user6



'age 0 o( -


,ua(it* C"ntr"( +ualit* Control is the overall s*stem o( operational techniues and activities that are used to (ul(ill reuirements (or ualit*6 The +C activities are used to produce and document the ualit* o( the end product6

,ua(it* Manageent (an ,M3. ! +M' +M' is a (orm (ormal al plan plan that that docu docume ment nts s an enti entit* t*Bs Bs mana manage geme ment nt s*st s*stem em (or (or the the environmental 1ork 1ork to 5e per(ormed6 per(ormed6 The +M' is an um5rella document 1hich descri5es the organiationBs ualit* %*stem in terms o( the organiational structure, (unctional responsi5ilities o( manag managemen ementt and sta(( sta((,, lines lines o( author authorit* it*,, and reuir reuired ed inter(a inter(aces ces 1ith 1ith those those plannin planning, g, implementing, and assessing all environmentall* related activities conducted6

,ua(it* *te 'r"cedure Develop and implement ualit* s*stem procedures that are consistent 1ith *our ualit* polic*6 • • •

•

Develop *our procedures (or all areas o( *our ualit* s*stem6 Document *our procedures, and keep them up to date6 Each procedure should) %peci(* its purpose and scope6  Descri5e ho1 an activit* should 5e carried out6  Descri5e 1ho should carr* out the activit*6  E7plain 1h* the activit* is important to ualit*6  Descri5e 1hen and 1here it should 5e carried out6  E7plain 1hat tools and euipment should 5e used6  E7plain 1hat supplies and materials should 5e used6  E7plain 1hat documents and records should 5e kept6  'rocedures ma* also re(er to detailed 1ork instructions that e7plain e7actl* ho1 the 1ork should 5e done6

,ua(it* Manageent (an ,M3. ! +M' +M' is a (orm (ormal al plan plan that that docu docume ment nts s an enti entit* t*Bs Bs mana manage geme ment nt s*st s*stem em (or (or the the environmental 1ork 1ork to 5e per(ormed6 per(ormed6 The +M' is an um5rella document 1hich descri5es the organiationBs ualit* %*stem in terms o( the organiational structure, (unctional responsi5ilities o( manag managemen ementt and sta(( sta((,, lines lines o( author authorit* it*,, and reuir reuired ed inter(a inter(aces ces 1ith 1ith those those plannin planning, g, implementing, and assessing all environmentall* related activities conducted6



'age 4 o( -


,ua(it* '(anning Develop ualit* plans that sho1 ho1 ho 1 *ou intend to (ul(ill ualit* s*stem reuirements6 $ou are e7pected to develop ualit* plans (or products, processes, pro8ects, and customer cu stomer contracts6 •

•

$our ualit* plans should list the ualit* o58ectives *ou intend to achieve, and the steps *ou intend to take to achieve these o58ectives6 Ghen *ou construct *our ualit* plan, consider the (ollo1ing uestions) Do *ou need to purchase an* ne1 euipment or instruments, or an* ne1 inspection  and test toolsH Do *ou need to carr* out an* special training in order to (ul(ill all ualit* s*stem  reuirementsH Do *ou need to improve design, production, testing, inspection, installation, or  servicing proceduresH Do *ou need to improve *our ualit* measurement and veri(ication proceduresH  Do *ou need to develop an* ne1 measurement methods or instrumentsH  Do *ou need to clari(* *our organiationBs standards o( accepta5ilit*H  Do *ou need to develop de velop an* ne1 documents, (orms, reports, records, or manualsH  Do *ou need to allocate more resources in order to achieve the reuired levels o(  ualit*H

,ua(it* anageent tandard +ualit* +ualit* management management s*stem ?+M%@ standards standards esta5lish esta5lish a (rame1or (rame1ork k (or ho1 a 5usiness 5usiness manages its ke* processes6 The* can help 1hether *our 5usiness o((ers products or services and regardless o( *our sie or industr*6 The* can also help ne1 5usinesses start o(( on the right (oot 5* ensuring processes meet recognied standards, clari(*ing 5usiness o58ectives and avoiding e7pensive mistakes6 To compl* 1ith the standard *ouBll (irst need to implement a +M%6 Implementing a +M% can help *our 5usiness to) • • • • • • • •

achieve greater consistenc* in the activities involved in providing products or services reduce e7pensive mistakes increase e((icienc* 5* improving use o( time and resources improve customer satis(action market *our 5usiness more e((ectivel* e7ploit ne1 market sectors and territories te rritories manage gro1th more e((ectivel* 5* making it e asier to integrate ne1 emplo*ees constantl* improve *our products, processes and s*stems



'age 5 o( -


For e7ample, the ualit* s*stem o( a manu(acturing 5usiness might include looking at more e((icient manu(acturing processes or speeding up distri5ution6 The ISO 6777 erie o( erie o( standards is the main set o( International %tandards appl*ing to the manage managemen mentt o( ualit ualit* * s*stem s*stems6 s6 It includ includes es I%O =--, =--, the ke* intern internati ationa onall* ll* agreed agreed standa standard rd (or a +M%6 +M%6 Ausines Ausinesses ses can 5e certi( certi(ied ied against against this standa standard rd 1hen 1hen the* meet its reuirements6

T$e ISO 677182779 tandard I%O =--)/--< is the ke* internationall* agreed standard (or ualit* management s*stems6 It is used 5* over =0,--- 5usinesses in .0 countries 1orld1ide ?source) Aritish %tandards Institution ?A%I@, /--@6 The I%O =--)/--< standard has (our elements) •

•

•

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anageent re'"ni)i(it* 2 re'"ni)i(it* 2 ensuring top level management sho1s commitment to the ualit* s*stem and develops it according to customersB needs and the 5usinessB o58ectives re"urce anageent 2 anageent 2 ensuring the people, in(rastructure and 1ork environment needed to implement and improve ualit* s*stems are in place 'r"duct rea(i:ati"n 2 rea(i:ati"n 2 delivering 1hat customers 1ant, looking at areas such as sales processes, design and development, purchasing, production or service activities eaureent; ana(*i and i'r"veent 2 i'r"veent 2 checking 1hether *ou have satis(ied customers 5* carr*ing out other measurements o( *our s*stemBs e((ectiveness

T$e advantage "! ISO 677182779 !"r *"ur )uine can inc(ude8 • •

• • • •

• • •

greater e((icienc* and less 1aste consistent control o( ma8or 5usiness processes, through ke* processes lists 2 see our e7ample ke* processes master list 2 Opens in a ne1 1indo1 regulation o( success(ul 1orking practices risk management increased customer satis(action greater consistenc* in the ualit* o( products and services through 5etter control o( processes di((erentiation o( *our 5usiness (rom its competitors increased pro(its e7ploitation o( ne1 markets, 5oth in the & and overseas



'age < o( -


"o1ever, "o1ever, *ou should also 5e a1are o( some o( the diadvantage to diadvantage to implementing the standard6 These can include) • • •

the cost o( getting and keeping the certi(ication the time involved overcoming opposition to implementing change (rom 1ithin the 5usiness

The standard is adapta5le to *our 5usinessB needs and resources, though *ou ma* need the help o( a consultant6

T$e ISO 677082776 tandard I%O =--3)/--= goes 5e*ond I%O =--)/--< and provides provides guidance on ho1 h o1 *ou can continuall* improve *our 5usinessB ualit* management s*stem6 It also contains in(ormation on managing (or sustained success6 This can 5ene(it not onl* *our customers 5ut also) • • • •

emplo*ees o1ners suppliers societ* in general

A* measuring these groupsB satis(action 1ith *our 5usiness, *ouBll 5e a5le to assess 1hether *ouBre continuing to improve6 i mprove6 The I%O =--- series, 1hich includes in cludes =-- and =--3, is 5ased around eight ualit* management principles that *our senior managers should use as a (rame1ork (or improvements to the 5usiness) • •

•

•

•

•

Cut"er !"cu 2 !"cu 2 the* must understand and (ul(ill customer needs6 Leader$i' 2 Leader$i' 2 the* should demonstrate strong leadership skills to increase emplo*ee motivation6 Inv"(veent "! 'e"'(e 2 'e"'(e 2 all levels o( sta(( should 5e a1are o( their responsi5ilities 1ithin the 5usiness and the importance o( providing 1hat the customer reuires6 r"ce a''r"ac$ 2 a''r"ac$ 2 identi(*ing *our essential 5usiness activities and considering each one as part o( a process6 S*te a''r"ac$ t" anageent 2 anageent 2 managing *our processes together as a s*stem, leading to greater e((icienc* and (ocus6 $ou could think o( each process as a cog in a machine, helping it to run smoothl*6 C"ntinua( i'r"veent 2 i'r"veent 2 this should 5e a permanent 5usiness o58ective6



'age 9 o( -

Misrak TVET College Training, Teaching and Learning Materials Development •

•

=actua( a''r"ac$ t" decii"n>a&ing 2 decii"n>a&ing 2 senior sta(( should 5ase decisions on thorough anal*sis o( data and in(ormation6 Mutua((* )ene!icia( u''(ier re(ati"n$i' 2 re(ati"n$i' 2 managers should recognise that *our 5usiness and its suppliers depend on each other6

Se(!>C$ec& 1 Name:____________________

-ritten Tet Date:_________________

Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

6 /6 ;6 36

The customersB customersB percept perception ion o( the value value o( the suppliers suppliersBB 1ork output6 output6 %ome ome o o(( the the diadvantage to diadvantage to implementing the standard6 It is the ke* internationa internationall* ll* agreed agreed standard standard (or ualit* ualit* management management s*stems6 s*stems6 It is (ormal plan plan that documents documents an entit*Bs entit*Bs management management s*stem s*stem (or the environment environmental al 1ork to 5e per(ormed6 06 It is a s*stem o( management management activities activities involving involving planning, planning, implementat implementation, ion, assessment, assessment, and reporting J6 It is appoint a senior senior e7ecutive e7ecutive to manage manage *our ualit* ualit* s*stem and give give him or her necessar* authorit*6 authorit*6



'age 6 o( -


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$our $our teacher 1ill evaluate *our output either satis(actor* or unsatis(actor*6 I( &nsatis(actor*, *our trainer shall advice *ou on additional 1ork6 Aut i( satis(actor*, *ou can proceed to the ne7t topic6



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