Admas University

Curriculum for

Hardware and Networking

Service
Level IV

Based on
Ethiopian Occupational Standard (EOS)

JUNE, 2015
Table of Contents
1. INTRODUCTION.....................................................................................................................................3
2. TVET-PROGRAMME DESIGN...................................................................................................................4
2.1 TVET-PROGRAMME TITLE: HARDWARE AND NETWORK SERVICING..................................................4
2.2 TVET-PROGRAMME DESCRIPTION.............................................................................................................................................. 4
2.3 TVET-PROGRAMME LEARNING OUTCOMES.............................................................................................................................. 5
2.4 DURATION OF THE TVET-PROGRAM......................................................................................................................................... 5
2.5 QUALIFICATION LEVEL AND CERTIFICATION.......................................................................................5
2.6 TARGET GROUPS...........................................................................................................................................5
2.7 ENTRY REQUIREMENTS................................................................................................................................5
2.8 MODE OF DELIVERY.....................................................................................................................................5
2.9 TVET-PROGRAMME UNIT COMPETENCY STRUCTURE............................................................................................................ 7
2.9.1 Unit competency / Subject Table..........................................................................................7

2.9.2 Sequencing Structure............................................................................................................8

2.9.3 TVET-Program Structure...................................................................................................................9

2.10 COOPERATIVE TRAINING.............................................................................................................12

2.11 ASSESSMENT, ASSESSMENT CRITERIA AND ASSESSMENT SCHEDULING...........................................12
2.11.1 Classroom Level Assessment..........................................................................................................12

2.11.2 Institutional Assessment.................................................................................................................12

2.11.3 National Assessment.......................................................................................................................12

2.12 REQUIRED RESOURCES.............................................................................................................................13

2.13 ADMAS UNIVERSITY TRAINER’S (LEARNING FACILITATOR’S) GUIDE................................................13
2.14 TRAINING PROGRAM CUSTOMIZATION..................................................................................................13
2.15 THE UNIVERSITY GENERIC COMPETENCES...........................................................................................13
2.16 LICENSING AND REGULATORY REQUIREMENTS OF THE PROGRAM.................................................14
2.17 TVET TRAINERS PROFILE........................................................................................................................................................... 14
3 LEARNING MODULES.........................................................................................................................15

2|Page
 1. Introduction
The reformed Ethiopian TVET-System is an outcome-based system, meaning that it uses the
needs of the labour market and occupational requirements from the world of work as
the benchmark and standard for TVET-Delivery. The requirements from the world of
work are analysed and specified – taking into account international benchmarking – as
Ethiopian Occupational Standards (EOS).

In the reformed Ethiopian TVET-System, Curricula and Curriculum Development play

an important role with regard to quality driven TVET-Delivery. Curricula help to
facilitate the learning process in a way, that learners acquire the set of occupational
competencies (skills, knowledge and attitude) required at the working place and defined in
the Ethiopian Occupational Standards (EOS).
This curriculum has been developed by University TVET IT trainers based on the Ethiopian
Occupational Standard “HARDWARE AND NETWORK SERVICING”. It has the character
of a model curriculum and is an example on how to transform the occupational requirements
as defined in the respective Ethiopian Occupational Standard into an adequate curriculum

Ethiopia has embarked on a process of reforming its TVET-System. Within the policies and
strategies of the Ethiopian Government, technology transformation – by using international
standards and international best practices as the basis, and, adopting, adapting and verifying
them in the Ethiopian context – is a pivotal element. TVET is given an important role with
regard to technology transfer. The new paradigm in the outcome-based TVET system is the
orientation at the current and anticipated future demand of the economy and the labour
market.
The Ethiopian Occupational Standard (EOS) is - a core element of the Ethiopian National
TVET-Strategy and an important factor within the context of the Ethiopian TVET-
Qualification Framework (ETQF).
They are national Ethiopian standards, which define the occupational requirements and
expected outcome related to a specific occupation without taking TVET delivery into
account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopian Occupational Standard comprised of Units of Competence.
A Unit of Competence describes a distinct work activity that would normally be undertaken
by one person.

Units of Competence are documented in a standard format that comprises:

 Reference to Industry Sector, Occupational title, ETQF level
 Unit code
 Unit title
 Unit descriptor
 Unit of Competence
 Elements and performance criteria
 Variables and Range statement
 Evidence guide
Together all the parts of a Unit of Competence:
 Describe a work activity
 Guide the assessor in determining whether the candidate is competent.

The ensuing sections of this EOS document comprise a description of the respective
occupation with all the key components of a Unit of Competence:
 A chart with an overview of all Units of Competence for the respective occupation
(Unit of Competence Chart) including the Unit Codes and the Unit of Competence
titles
 A template for a Unit of Competence (Unit of Competence Standard) – this includes
further directions on the contents and format of the unit of competence

2. TVET-Programme Design

2.1 TVET-Programme Title: HARDWARE AND NETWORK SERVICING

2.2 TVET-Programme Description

The program is designed in line with the Ethiopian Occupational Standard (EOS). Therefore,
trainees participating and complete the programme successfully will be qualified in
Hardware and Network Servicing with competencies elaborated in the respective EOS.
Graduates of the programme will have the required qualification to work in the information
communication sector in the field of Hardware and Network Servicing.

The prime objective of this training program is to equip the trainees with the identified
competences specified in the OS. Graduates are therefore expected to be able to Gather
data on business Requirement , Determine Best-Fit Topology ,Configure and Administer
Server , Create Technical Documentation, Monitor and Administer System and Network
security, Provide First Level Remote helpdesk support, Identify and Resolve Network
problems , Monitor implementation of work plan/Activities, Conduct/Facilitate User training ,
Apply quality control , Leads Small Teams , Lead Workplace Communication , Improve
Business Practices &Maintain Quality System and Continuous Improvement Processes
(Kaizen) in accordance with the performance criteria described in the EOS.
The programme will be carried out as per the curriculum developed based on the EOS. The
curriculum gives details on the expected outcome, programme content, learning strategy,
evaluation and assessment as well as on the resource conditions of the programme.
2.3 TVET-Programme Learning Outcomes
The expected outputs of this program are the learners’ acquisition and implementation of
the following competence Hardware Network Servicing L-IV:

 Plan and Organize Work

 Assist with Policy Development for Client Support
 Build Internet Infrastructure
 Determine Maintenance Strategy
 Migrate to New Technology
 Establish Quality Standards
 Utilize Specialized Communication Skills
 Develop Team and Individuals
 Manage and Maintain Small and Medium Business Operations
 Manage Continuous Improvement System

2.4 Duration of the TVET-Program

The Program will have duration of 587 hours including the cooperative training time.

2.5 Qualification Level and Certification

Based on the descriptors elaborated on the National TVET Qualification Framework (NTQF)
the qualification of this specific TVET Program is “Level IV”.

The trainee can exit after successfully completing any Learning Module from this program
and will be awarded the equivalent institutional certificate on the completed learning
modules. Entry point will be on next Learning Module as appropriate

2.6 Target Groups

Any citizen who meets the entry requirements and capable of participating in the learning
activities is entitled to take part in the Program.

2.7 Entry Requirements

To enter the programme a candidate shall fulfill all the requirements set by the Ministry of
education and City of Addis Ababa TVET Agency.
Other requirements:
 ability to speak, read and understand English
 computer literate

2.8 Mode of Delivery

This specific TVET-programme can be characterized as a formal programme on lower
technical level. As long as the required learning / contact hours as specified in the curricula
are retained, the training can be flexibly adopted according to the prevailing conditions and
provisions as far as organization, venue and scheduling of the training in concerned. As far as
feasible, preferred mode of delivery is co-operative training, meaning that TVET-institutions
and companies co-operate with regard to implementation. Involvement of companies in TVET-
delivery is highly recommended because it gives the learners exposure to the actual world of
work and enable them to get hands-on experience in relations to this students also expected to
demonstrate the practical experience in class room simulation. Organization of in-company
training depends on the preferences and frame conditions of the respective companies. This has
already been practiced in the past (organizational attachment / apprenticeship training) and is
still relevant.
 2.9 TVET-Programme Unit Competency Structure

2.9.1 Unit competency / Subject Table

Unit Competency or subject Table

TVET-Programme Title: Hardware Network Servicing L-IV

In Cooperative Total Duration
Unit of Competency school(Theory& Tr. Hrs
Practical)
Code A. MAIN UNIT OF COMPETENCY
EIS HNS4 01 0811 Plan and Organize Work
16 37 53
Assist with Policy Development
EIS HNS4 02 0811
for Client Support 16 37 53
EIS HNS4 03 0811 Build Internet Infrastructure 32 75 107
EIS HNS4 04 0811 Determine Maintenance Strategy 16 37 53
EIS HNS4 05 0811 Migrate to New Technology 16 37 53
EIS HNS4 06 0811 Establish Quality Standards 16 37 53

EIS HNS4 07 0811 Utilize Specialized

Communication Skills 16 37 53
EIS HNS4 08 0811 Develop Team and Individuals 16 37 53

EIS HNS4 09 0811 Manage and Maintain Small and

Medium Business Operations 16 37 53

EIS HNS4 10 0811 Manage Continuous Improvement

System 16 37 53
Grand Total 176 411 587
 2.9.2 Sequencing Structure
TVET-Programme Title: “Hardware Network Servicing L-IV”
Code / Unit Of Competency Total Remark
Sequential Unit Competency Title Competency Duration
Order Type (Hrs.)
1 Plan and Organize Work Main 53
2 Assist with Policy Development Main
for Client Support 53
3 Build Internet Infrastructure Main 107
4 Determine Maintenance Strategy Main 53
5 Migrate to New Technology Main 53
6 Establish Quality Standards Main 53
7 Utilize Specialized Main
Communication Skills 53
8 Develop Team and Individuals Main 53
9 Manage and Maintain Small and Main
Medium Business Operations 53
10 Manage Continuous Main
Improvement System 53
 Ethiopian TVET-System
Guide to Curriculum Development

2.9.3 TVET-Program Structure

Unit of Competence Learning Outcomes Duration

(In Hours)
EIS Plan and EIS HNS4  Set objectives
HNS4 Organize Work 01 0811  Plan and schedule work activities
01 0811
 Implement work plans
 Monitor work activities
 Review and evaluate work plans
and activities
53
EIS Assist with EIS HNS4  Review change requests
HNS4 Policy 02 0811  Modify system according to
02 0811 Development requested changes
for Client
Support  Train on the use of modified system

53
EIS HNS4 03 Build EIS HNS4  Plan and design internet infrastructure
0811 Internet 03 0811  Install and configure
Infrastructu internet infrastructure and
re services
 Test security and internet access
 Ensure user accounts are verified
for security 107
 Manage and support internet
EIS HNS4 04 Determine EIS HNS4  Identify and analyze maintenance needs
0811 Maintenanc 04 0811  Develop service level agreements
e Strategy  Formulate maintenance strategy
 Define client and supplier processes
and standards 53

Unit of Competence Learning Outcomes

Duration
(In Hours)
EIS HNS4 05 Migrate to EIS HNS4  Apply existing knowledge and
0811 New 05 0811 techniques to technology and
Technology transfer
 Apply functions of technology to assist
in solving organizational problems
 Evaluate new or upgraded 53
technology performance
EIS HNS4 06 Establish EIS HNS4  Establish quality specifications
0811 Quality 06 0811 for service
Standards  Identify hazards and critical
control points
 Assist in planning of quality
assurance procedures
 Implement quality assurance procedures 53
  Monitor quality of work outcome
 Participate in maintaining and
improving quality at work
 Report problems that affect quality
EIS HNS4 07 Utilize EIS HNS4  Meet common and specific
0811 Specialized 07 0811 communication needs of clients
Communic and colleagues
ation Skills  Contribute to the development
of communication strategies

53

Unit of Competence Learning Outcomes Duration

(In Hours)

 Represent the
organization
 Facilitate group
discussion
 Conduct interview 53
EIS HNS4 Develop EIS HNS4 08 0811  Provide team
08 0811 Teams and leadership
Individual  Foster individual and
s organizational growth
 Monitor and evaluate
workplace learning
 Develop team
commitment and
cooperation
 Facilitate
accomplishment of
organizational goals 53
EIS HNS4 Manage EIS HNS4 09 0811  Identify daily work
09 0811 and requirements
Maintain  Monitor and manage
Small/Me work
dium
 Develop effective work
Business
habits
Operations
 Interpret financial
information
 Evaluate work
performance 53

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EIS HNS4 Manage EIS HNS4 10 0811  Review programs,
10 0811 systems and processes
Continuo
us  Develop options for
Improve continuous
improvement
ment
 Implement innovative
System processes
53

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Ethiopian TVET-System
Guide to Curriculum Development

2.10 Cooperative training

Trainees are expected to get experience in competencies, values and attitudes of real world
environment through cooperative training. This will help Trainees to study, and learn more
easily, since they are aware of what they are training for and how they will apply competency
concepts in their practical work. The Cooperative training program is managed by a well
prepared implementation plan for each competency and the following activities will be
performed accordingly.
 Identifying industries for cooperative training
 Give awareness/orientation to the trainees
 Preparing MoU
 Assigning of trainers for the trainees
 Follow up and record the result of trainees
 Developing the training plan in cooperation with partner establishments;
 Overseeing trainees’ enrolment in the program;
 Integrating the CT program into the trainee’s overall educational and training
program;

2.11 Assessment, Assessment Criteria and Assessment Scheduling

Admas University designs this curriculum assessment criterion, the TVET Institution.
Assessment as well as management and scheduling of occupational testing based on the
former responsibility of TVET – Providers. In this regard, two types of assessment will be
carried out.

2.11.1 Classroom Level Assessment

It includes continuous assessment and final exams (Formative & summative) / assessment for
each module/competencies. This type of assessment is often competency-based and done at
class room level by the respective trainer based on the information deliberated in each
module and trainer’s manual. These assessments are conducted for each learning outcome.
Trainers will keep trainees progress by using progress chart.

2.11.2 Institutional Assessment

After completing assessments for each module trainees are expected to take institutional
assessment for their overall performance. This assessment is considered as model for the
national assessment. Trainees who are competent by institutional assessment are eligible to
take the national assessment. If the trainees are not competent during the institutional
assessment additional skill gap training will be given.

2.11.3 National Assessment

Occupational Assessment and Certification of the achieved occupational qualifications will
be done according to Occupational Assessment guideline and procedures by the national
assessment centre.
2.12 Required Resources
Admas University TVET programme provides the following facilities to fulfil the required
resource for the righteous delivery of the training. The delivered resources mainly include:
 Learning facilities/infrastructure: - The University already includes
physical structures like buildings and the facilities required for the
teaching –learning process, e.g. enough computer laboratories and Model
Office.
 Teaching, Training and Learning Materials (TTLM): - All the unit of
competency are prepared with their respective TTLM. Each TTLM
prepared according to the rules and regulations set by the EOS.
N.B:- Admas University TVET programme also insist each trainer to appropriately select
and organize additional resources other than suggested in the respective module based on
their prevailing conditions.

2.13 Admas university Trainer’s (Learning Facilitator’s) guide

For this particular TVET programme and especially for the main unit of competency the
university college trainers (facilitators) are equipped with a minimum educational
qualification of either level B or level C in Business fields of studies and he/she is must be
nationally certified.

2.14 Training Program Customization

The AU TVET programme will have the option to customise the training programme
according to their specific needs as prescribed in the Curriculum Development Guideline, the
applicable Ethiopian Occupational Standard and the relevant rules and legislations.

2.15 The University generic Competences

Generic competences focus on the capacity to apply physical or mental attributes, essential
for employability in a large number of different qualifications (occupations) and
organizations. They are context independent and important for work, learning and life in
general.
Generic competences refer to overall performance outcomes, which have mostly been derived
from identified social, physical and personal environment related management requirements.
Acquired generic competencies are universal, immediately available personal capacities,
which guide the performance of skills / application of knowledge and do not require any
adaptation to fit new work situations.
Generic competences include:
 Cognitive (problem solving) competences
 Meta-cognitive (intra-personal) competences
 Human resource management (interpersonal) competences
 Physical resource management (operational) competences
(Technology, Data, Supplies, Time, Money)
 Work readiness (educational) competences
 Work creativity and innovation (business) competences

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2.16 Licensing and regulatory requirements of the program
Licensing and regulatory requirements for this specific program is a bilateral work
of the institution and the government bodies not the right of the institution alone.

2.17TVET Trainers Profile

The Trainers conducting this particular TVET Program are at least B Level having COC
assessment Certificate and have satisfactory practical experiences or equivalent
qualifications.
 3 Learning Modules

LEARNING MODULE 01

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: Planning and Organizing Works
MODULE CODE: EISHNS4 01 0811
NOMINAL DURATION: 16 hrs.
MODULE DESCRIPTION:
This module aims to provide the trainees the knowledge, skills and attitude required in
planning and organizing work. It may be applied to a small independent operation or to a
section of a large organization.
LEARNING OUTCOMES:
At the end of the module the trainees will be able to:
LO1 Set objectives
LO2 Plan and schedule work activities
LO3 Implement work plans
LO4 Monitor work activities
LO5 Review and evaluate work plans and activities
MODULE CONTENTS:
LO1 Set objectives
1.1 Introduction to management roles and functions
1.2 Introduction to planning techniques and procedures
1.3 Understanding organizational aims/goals, policies and standards
1.3.1 Characteristics of objective
1.3.1.1 Consistency
1.3.1.2 Time frame
1.3.1.3 Commitment of team member
1.3.1.4 Realistic and attainability
LO2 Plan and schedule work activities
2.1 Allocating resources
2.2 Scheduling work activities
2.3 Conducting Strategic Planning
2.4 Preparing Work/Operational Plan
2.4.1 Context, Formats and Standards
2.4.2 Setting Goals and Objectives
2.4.3 Identification of Work Activities
2.4.4 Allocation of Assignments
2.4.5 Setting Targets and Timeframes
2.4.6 Resource Allocations
 2.4.7 Budget / Financial Requirements
2. Implement work plans
3.1 Work Methods, Practices and Standards
3.2 Implementation and Mobilization of People
3. Monitor work activities
4.1 Introduction to Performance Management
4.1.1 Monitoring work activity in accordance with set objectives
4.1.2 Monitoring work performance
4.2 Techniques and Procedures in Monitoring Work Activities and Performance
4.1.3 Report and recommend deviations of work activities in accordance
with set standards
4.1.4 Compiling recommended format
4.1.5 Observe timeliness of report
4.1.6 Maintain and establish Files in accordance with standard operating
procedures
4. Review and evaluate work plans and activities
5.1 Evaluating Work Processes and Systems
5.1.1 Review work plan activity
5.1.1.1 Accuracy
5.1.1.2 Relevancy
5.1.1.3 Current information
5.1.1.4 Comprehensive consultation with appropriate personnel
5.1.1.4.1 Outcomes of work plans
5.1.1.4.2 Reliable feedback.
5.2 Review and Modification of Work Activities, Policies and Processes
5.2.1 Providing review result
5.2.1.1 Make Adjustments/simplifications
5.2.1.1.1 Policies
5.2.1.1.2 Processes
5.2.1.1.3 Work Activities
5.3 Implementing Performance Evaluation / Appraisal
5.3.1 Conduct Performance appraisal
5.3.2 Prepare and document Performance appraisal report
5.4 Problem Solving and Decision Making Techniques
LEARNING STRATEGIES:
 Lecture-discussion
 Group assignment
 On-the-job practice / Cooperative Training
ASSESSMENT METHODS:
 Oral Questioning / Written Test
 Demonstration with Oral questioning
ASSESSMENT CRITERIA:
LO1 Set objectives
 Objectives are consistent with and linked to work activities in accordance with
 organizational aims
 Objectives are stated as measurable targets with clear time frames
 Support and commitment of team members are reflected in the objectives
 Realistic and attainable objectives are identified
LO2 Plan and schedule work activities
 Tasks/work activities to be completed are identified and prioritized as directed
 Tasks/work activities are broken down into steps in accordance with set time
frames achievable components in accordance with set time frames
 Resources are allocated as per requirements of the activity
 Schedule of work activities is coordinated with personnel concerned
LO3 Implement work plans
 Work methods and practices are identified in consultation with personnel
concerned
 Work plans are implemented in accordance with set time frames, resources and
standards
LO4 Monitor work activities
 Work activities are monitored and compared with set objectives
 Work performance is monitored
 Deviations from work activities are reported and recommendations are coordinated
with appropriate personnel and in accordance with set standards
 Reporting requirements are complied with in accordance with recommended
format
 Observe timeliness of report
 Files are established and maintained in accordance with standard operating
procedures
LO5 Review and evaluate work plans and activities
 Work plans, strategies and implementation are reviewed based on accurate,
relevant and current information
 Review is based on comprehensive consultation with appropriate personnel on
outcomes of work plans and reliable feedback
 Results of review are provided to concerned parties and formed as the basis for
adjustments/simplifications to be made to policies, processes and activities
 Performance appraisal is conducted in accordance with organization rules and
regulations
 Performance appraisal report is prepared and documented regularly as per
organization requirements.
 Recommendations are prepared and presented to appropriate personnel/authorities
 Feedback mechanisms are implemented in line with organization policies
 LEARNING MODULE 02

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: Assisting
with Policy Development for Client Support
MODULE CODE: EIS HNS4 M02 0811
NOMINAL DURATION: 16 hrs.
MODULE DESCRIPTION:
This module aims to provide the competence required to receive, review and carry out
change requests while utilizing a change management system according to client
requirements.
LEARNING OUTCOMES:
At the end of the module the trainees will be able to:
LO1 review change requests
LO2 modify system according to requested changes
LO3 train on the use of modified system
MODULE CONTENTS:
1. Review change requests
1.1 Procedures and Protocols in Receiving Request for Hardware and Software
Changes
1.2 Change Management System According to Organizational Help Desk
Procedures
1.3 Review and Assessing Existing System Data with the Work Team
1.4 Gathering and Organizing System Data Relevant to the Change Requests Using
Appropriate Diagnostic Tools
1.5 Reviewing the Proposed Changes and Comparing against Current and Future
Business Requirements
1.6 Techniques and Procedures in Determining Appropriate Changes To Be Carried
Out
2. Modify system according to requested changes
2.1 Identify potential solution to solve problems
2.2 Recommendation of possible solutions
2.2.1 Develop recommendations
2.2.2 Document and ranked recommendations
2.2.3 Present the recommended for decision
2.3 Planning implementation and evaluation of solutions
2.4 Confirm Recommendation
2.4.1 Technically document
2.4.2 Submit technical document
3. Train on the use of modified system
 3.1 Prepare training for the client in using the changed system
3.2 Delivering the training

LEARNING STRATEGIES:
 Lecture-discussion
 Group work / Individual assignment
 Practical demonstration
 On-the-job practice
ASSESSMENT METHODS:
 Oral questioning / Written test
 Demonstration with Oral Questioning
ASSESSMENT CRITERIA:
LO1 Review change requests
 Requests are received and documented for hardware and software changes, utilizing
a change management system and according to organizational help desk
procedures.
 System data are gathered and organized relevant to the change requests, using
available diagnostic tools.
 The proposed changes are reviewed against current and future business
requirements.
 System data are examined, with work team, in order to select appropriate changes
to be carried out.
 Selected changes are discussed and e clarified with client.
LO2 Modify system according to requested changes
 Potential solution is identified to solve problems.
 Recommendations about possible solutions are developed, documented, ranked
and presented to the appropriate person for decision.
 Implementation and evaluation of solutions are planned.
 Recommended solutions are technically documented and submitted to appropriate
person for confirmation.
LO3 Train on the use of modified system
 Training is prepared to meet the needs of client in using the changed system.
 Prepared training is delivered appropriately for client
 LEARNING MODULE 03

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: BuildingInternet Infrastructure
MODULE CODE: EIS HNS4 M03 0811
NOMINAL DURATION: 32 hrs.

MODULE DESCRIPTION:
This module aims to provide the trainees with the knowledge, skills and right attitude
required to design and implement an infrastructure for internet services.
LEARNING OUTCOMES:
At the end of the module the trainees will be able to:
LO1 Plan and design internet infrastructure
LO2 Install and configure internet infrastructure and services
LO3 Test security and internet access
LO4 Ensure user accounts are verified for security
LO5 Manage and support internet
MODULE CONTENTS:
LO1 Plan and design internet infrastructure
1.1 Introduction to Internet Infrastructure
1.2 Prepare plan for internet infrastructure
1.3 Evaluate and confirm internet infrastructure plan
1.4 Ensuring Requirements
1.4.1 Hardware
1.4.2 software,
1.4.3 Network and security
1.4. Allocating Internet protocol address
LO2 Install and configure internet infrastructure and services
2.1 Installing and testing Cables
2.2 Build and test Mail servers
2.3 Installing and configuring Workstation software
2.4 Connect internet to intranet or network
2.4.1 Install hardware requirements
2.4.2 Install and configure software requirements
2.4.3 Checking the service
2.5 Configuring domain names and internet protocol addresses
2.6 Set up software to provide services as required
2.7 Installing and configuring software’s that provide internet links
2.7.1 Existing databases
2.7.2 Existing Documents and files
LO3 Test security and internet access
3.1 Security Policy
3.2 Test and verify Security access levels base on security policy
3.3 monitored and evaluated Capability and reliability of security systems
3.4 Changes the system protection against Known and potential threats
LO4 Ensure user accounts are verified for security
4.1 Verify and confirm user settings security policy
4.2 Display Legal notices for system users
4.3 Check Passwords in accordance with business policy and verify software utility
tools
LO5 Manage and support internet
5.1 Developing procedures and policy for maintaining the internet infrastructure
5.2 Obtain, install and use Management tools to assist Internet administration.
5.3 Monitor the internet
5.3.1 Traffic
5.3.2 appropriateness of broadcasts
5.3.3 content access and hits
5.4 Optimize Internet performance in accordance with business need.

LEARNING STRATEGIES:
 Lecture-discussion
 Group work / Individual assignment
 Practical Demonstration
ASSESSMENT METHODS:
 Interview / Written test
 Observation / Demonstration with Oral questioning
ASSESSMENT CRITERIA:
LO1 Plan and design internet infrastructure
6 Internet infrastructure is selected in line with business and end-user requirements,
within budget limitations.
7 The internet service is evaluated for satisfactory performance and confirmed that
the service meets business and end-user requirements.
8 Hardware, software, network and security requirements are ensured in accordance
with agreed business and end-user specifications.
9 Internet protocol address allocation is determined based on the number of
addresses needed.
LO2 Install and configure internet infrastructure and services
 Cables is installed and tested where appropriate according to the standard.
 Mail servers is built and tested when needed.
 Workstation software is installed and configured to access services
  Necessary hardware and software is installed to connect the internet to intranets or
network if required.
 Domain names and internet protocol addresses is configured to make internet
access possible.
 Software is set up to provide services as required.
 Software is installed and configured that provides internet links with existing
databases, documents and files.
LO3 Test security and internet access
 Security access levels is tested and verified based on security policy.
 Capability and reliability of security systems is monitored and evaluated based on
security policy.
 Changes are made to system to ensure protection against known and potential
threats.
LO4 Ensure user accounts are verified for security
 User settings are verified to ensure that they conform to security policies.
 Legal notices are displayed at appropriate locations for system users.
 Passwords are checked in accordance with business policies and verified with
software utility tools.
LO5 Manage and support internet
 Management is assisted in developing procedures and policies for maintaining the
internet infrastructure.
 Management tools are obtained, installed and used to assist in internet
administration.
 Traffic, appropriateness of broadcasts, content access and hits are monitored over
the internet.
 Internet performance is optimized in accordance with business need.
 LEARNING MODULE 04

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: Determining Maintenance Strategy
MODULE CODE:EIS HNS4 M04 0811
NOMINAL DURATION: 16 hrs.
MODULE DESCRIPTION:
This module aims to provide the trainees with the knowledge, skills and right attitude
required to determine operational maintenance strategies and supporting processes to
achieve continuity of IT operations and business functions.
LEARNING OUTCOMES:
At the end of the module the trainees will be able to:
LO1 Identify and analyze maintenance needs
LO2 Develop service level agreements
LO3 Formulate maintenance strategy
LO4 Define client and supplier processes and standards
MODULE CONTENTS:
LO1 Identify and analyze maintenance needs
1.1 Understanding Maintenance System and Procedures
1.2 Identifying Business Risks of System Malfunction
1.2.1 Business Continuity
1.2.2 System Malfunction
1.2.3 Calculating Business Risks
1.3 Reviewing currency of system architecture and configuration document
1.4 Conducting audit for the loss of equipment and software
1.5 Determining and Documenting Components and/or Software Warranty Status
1.5.1 According to vendor requirement
1.5.2 According to project requirement
1.5.3 According to organizational requirements
1.6 Identifying Critical Components and/or Software and Documents
1.7 Documenting Identified Risks and Problems.
1.8 Developing Recommended Maintenance Solutions
1.9 Determining Client’s Maintenance Requirement
LO2 Develop service level agreements
2.1 Determine the view and requirements of the client
2.1.1 Identifying maintenance requirements
2.2 Preparing service level agreement matching client and business requirements
2.3 Examining maintenance options
2.3.1 Maintenance cost constraints
2.3.2 Maintenance risks to business continuity
 2.3.3 Maintenance service level agreement

LO3 Formulate maintenance strategy

3.1 Identifying specific maintenance strategy
3.1.1 Cost constraints
3.1.2 Risks to business continuity
3.1.3 Service level agreement
3.2 Creating Preventive Maintenance Schedule
3.1.1 Cost requirements
3.1.2 Business requirement
3.1.3 SLA (Service Level Agreement)
3.3 Negotiating maintenance strategy
3.4 Establishing standards and procedures for request process with client and supplier
LO 4 Define client and supplier processes and standards
4.1 Establishing standard reporting procedures with client and supplier
4.2 Determining response time standard
4.3 Creating escalation procedure with client and supplier
4.4 Setting up help desk, online help and other support functions
4.5 Maintenance of Documents and Agreements
LEARNING STRATEGIES:
 Lecture-discussion
 Group work / Individual assignment
 Practical Demonstration
ASSESSMENT METHODS:
 Interview / Written test
 Observation / Demonstration with Oral questioning

ASSESSMENT CRITERION:
LO1 Identify and analyze maintenance needs
 Risks to business continuity are identified due to system malfunction including
quantification of possible loss
 Systems architecture and configuration documentation are reviewed for currency.
 Equipment and/or software audit are conducted if appropriate information is not
available
 Warranty status of components and/or software according to vendor, project or
organizational requirements are determined and documented
 Critical components and/or software and document recommendations are
identified regarding possible service arrangements
 Identified risks and problems are documented.
 Recommended maintenance solutions are developed to meet business needs and
applied to deal with the client based on the document
LO2 Develop service level agreements
 The views and requirements of the client are determined in order to identify
maintenance requirements
 Service-level agreement is prepared to match client user and business
requirements
 Maintenance options are examined against cost constraints, risks to business
continuity and service-level agreements
LO3 Formulate maintenance strategy
 A specific maintenance strategy is identified based on cost, business and service-
level agreement requirements
 A preventative maintenance schedule is created based on cost, business and
service-level agreements requirements
 A maintenance strategy is negotiated with client and changes to service-level
agreements are made where necessary
 The recommended procedure is documented for approval from appropriate person
according to organizational requirements
LO4 Define client and supplier processes and standards
 Reporting procedures for service requests are negotiated and created with client
and suppliers
 Response time standards is determined with client and suppliers
 Escalation procedures is created with client and suppliers
 Help desk or other support function is been set-up in accordance with agreed
standards and procedures and in line with industry best
 LEARNING MODULE FOUR 05

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: Migratingto New Technology
MODULE CODE: EIS HNS4 M05 0811
NOMINAL DURATION: 16 hrs.
MODULE DESCRIPTION:
This module aims to provide the trainees with the knowledge, skills and right attitude
required to using new or upgraded technology.
LEARNING OUTCOMES:
At the end of the module the trainees will be able to:
LO1 Apply existing knowledge and techniques to technology and transfer
LO2 Apply functions of technology to assist in solving organizational problems
LO3 Evaluate new or upgraded technology performance
MODULE CONTENTS:
LO1 Apply existing knowledge and techniques to technology and transfer
1.1 Statements of technology and transfer
1.1.1 Establishing network and linkages
1.1.2 Documentation and Reporting
1.1.3 Collecting, organizing and analyzing data and information
1.1.4 Use of e-technology
1.2 Process and techniques in determining new technology
1.2.1 Determining cost effectiveness of new/upgraded equipment
/technology
1.2.2 Determining cost of migrating to new process/systems/procedures
1.3 Utilization of Value Chain in Discovering New Technology
1.4 Identifying Situations where Existing Knowledge can be used as the Basis for
Developing New Skills
LO2 Apply functions of technology to assist in solving organizational problems
2.1 Acquiring New or Upgraded Technology Skills and used to Enhance Learning
2.2 Identifying New or Upgraded Equipment and Technology
2.3 Classifying and Using New or Upgraded Equipment and Technology for the
Benefit of the Organization
2.4 Conducting Testing of New or Upgraded Equipment and Technology According
to the Specification Manual.
2.5 Appling Features of New or Upgraded Equipment and Software within the
Organization Framework
2.6 Using Features and Functions of New or Upgraded Equipment and Technology
for Solving System / Process and Procedure Problems
 2.7 Accessing and Using Sources of Information Relating to New or Upgraded
Equipment
2.7.1 Documents
2.7.2 Test Pages
2.7.3 Web Pages
2.7.4 Appliances Software
2.7.5 Technical Connections Guidance And Other
LO3 Evaluate new or upgraded technology performance
3.1 Evaluating New or Upgraded Equipment for Performance, Usability and
Effectiveness of Improvement in Process and Procedures, and Against OHS
Standards
3.2 Determining Environmental Considerations from New or Upgraded
Equipment/Technology
3.3 Seeking Feedback from Users and Beneficiaries of New Technology /
Equipment

LEARNING STRATEGIES:
 Lecture-discussion
 Group work / Individual assignment
 Practical Demonstration
ASSESSMENT METHODS:
 Oral questioning / Written test
 Demonstration / Observation
ASSESSMENT CRITERIA:
LO1 Apply existing knowledge and techniques to technology and transfer
 Situations are identified where existing knowledge can be used as the basis for
developing new skills.
 New or upgraded technology skills are acquired and used to enhance learning.
 New or upgraded equipment are identified, classified and used where appropriate,
for the benefit of the organization
LO2 Apply functions of technology to assist in solving organizational problems
 Testing of new or upgraded equipment is conducted according to the specification
manual.
 Features of new or upgraded equipment are and software applied within the
organization
 Features and functions of new or upgraded equipment is used for solving
organizational problems
 Sources of information is accessed and used relating to new or upgraded
equipment
LO3 Evaluate new or upgraded technology performance
 New or upgraded equipment is evaluated for performance, usability and against
OHS standard
 Environmental considerations are determined from new or upgraded equipment.
 Feedback is sought from users where appropriate.
 LEARNING MODULE 06

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: Establishing
Quality Standards
MODULE CODE: EIS HNS4 M06 0811
NOMINAL DURATION: 16 Hours
MODULE DESCRIPTION:
The module aims to provide the knowledge, attitudes and skills required to establish quality
standards, monitor implementation of quality, record information, study causes of quality
deviations and documentation process are applied in the workplace.
LEARNING OUTCOMES:
At the end of the module the trainee will be able to:
LO1 Establish quality standards
LO2 Monitor implementation of quality
LO3 Record information
LO4 Study causes of quality deviations
LO5 Complete documentation
MODULE CONTENTS:
LO1 Establish quality standards
1.1 Introduction to Quality Assurance System (QAS)
1.2 Introduction to Quality Management System (QMS)
1.3 Introduction to ISO and Its Relationship to QMS
1.4 Establishing Organization’s Quality Standards and System
1.4.1 Creating and Capacitating Quality Teams
1.4.2 Understanding record management
1.4.3 Identifying and reporting non performance input, process, product or service
1.4.4 Documenting quality specification, standards and procedures
1.4.5 Develop procedures and quality manuals
1.4.6 Giving orientation on quality assurance system
1.4.7 Orient staff on organizations standards quality
LO2 Monitor implementation of quality
2.1 Maintenance of Quality Standards, System and Performance
2.2 Monitoring and Adjusting Work Process to Meet Quality Standards
2.3 Leveling of Responsibility to Maintain Quality Standards
2.4 Capacitating Staff to Meet Quality Standards Requirements
2.5 Monitoring Implementation of Quality Standards and Specifications
LO3 Record Information
3.1 Ensuring basic information on the quality performance is to be recorded in
accordance with organization procedures
3.2 Ensuring records of work quality are to be maintained according to the requirements
of the organization
LO4 Study causes of quality deviations
4.1 Determining Quality Deviations and Its Causes
4.2 Addressing Quality Issues
LO5 Complete documentation
5.1 Negotiation Techniques and Procedures
5.2 Problem Solving and Decision Making Techniques
5.3 Managing Quality Process and System

LEARNING STRATEGIES:
 Lecture-discussion
 Group assignment
 Practical Demonstration
ASSESSMENT METHODS:
 Oral questioning /Written test
 Demonstration with Oral questioning
ASSESSMENT CRITERIA:
LO1 Establish quality standards
 Quality standard procedures for servicing works are developed and agreed upon.
 Quality standard procedures are documented in accordance with the organization
policy.
 Standard procedures are introduced to organizational staff / personnel.
 Standard procedures are revised / updated when necessary
LO2 Monitor implementation of quality
 Services delivered are insured to be checked against organization quality standards
and specifications
 Service delivered are insured to be evaluated using the appropriate evaluation
parameters and in accordance with organization standards
 Causes of any identified faults are ensured to be identified and corrective actions are
taken in accordance with organization policies and procedures
LO3 Record Information
 Basic information on the quality performance is ensured to be recorded in
accordance with organization procedures
 Records of work quality are ensured to be maintained according to the requirements
of the organization
LO4 Study causes of quality deviations
 Causes of deviations from final outputs or services are ensured to be investigated and
reported in accordance with organization procedures
 Suitable preventive action is recommended based on organization quality standards
and identified causes of deviation from specified quality standards of final service or
output
LO5 Complete documentation
 Information on quality and other indicators of service performance is ensured to be
recorded.
 All service processes and outcomes are ensured to be recorded.
 LEARNING MODULE 07

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: Utilizing
Specialized Communication Skills
MODULE CODE: EIS HNS4 M07 0811
NOMINAL DURATION: 16 Hours
MODULE DESCRIPTION:
The module aims to provide the knowledge, skills and attitudes required in using specialized
communication skills to meet specific needs of internal and external clients, conduct
interviews, facilitate group discussions, and contribute to the development of
communication strategies.
LEARNING OUTCOMES:
At the end of the module the trainee will be able to:
LO1 Meet common and specific communication needs of clients and colleagues
LO2 Contribute to the development of communication strategies
LO3 Represent the organization
LO4 Facilitate group discussion
LO5 Conduct interview
MODULE CONTENTS:
LO1 Meet common and specific communication needs of clients and colleagues
1.1 Identifying Communication Needs of Clients and Colleagues
1.1.1 The Communication Process and Network
1.1.2 Introduction to Good English Communication
1.1.3 Ethics of Communication
1.2 Utilization of Appropriate Communication Methods and Approaches
1.2.1 Techniques in Effective Group Interaction
1.2.2 Techniques in Facilitating Group Discussion
1.2.3 Establishing Communication Channels
1.2.4 Communication Strategies in the Workplace
1.2.5 Communicating in Teams
1.3 Conflict Management and Communication
LO2 Contribute to the development of communication strategies
2.1 Interpreting and Disseminating Information
2.2 Review of communication channels
2.3 Coaching In Effective Communication
2.4 Negotiation Techniques and Application
2.5 conflict resolution strategies
2.6 Communication with clients and colleagues
2.6.1 Conducting Interview and Eliciting Information
2.6.2 Techniques in Good Questioning and Listening
 2.6.3 Non Verbal Communication Techniques
2.6.4 Body Language and Communication
2.7 Maintaining work related network and relationship
LO3 Represent the organization
3.1 Developing a Presentation
3.2 Presentation Using Multi-Media
3.3 Evaluation of presentation feedback
3.4 Evaluation of Group Communication Strategies
LO4 Facilitate group discussion
4.1 Mechanisms for effective group interaction
4.2 Strategies which encourage group members
4.3 Set objectives and agenda for meetings and discussions
4.4 Provide relevant information to group members
4.5 evaluation of group communication strategies
4.6 Identify specific communication needs of individuals
LO5 Conduct interview
5.1 Prepare for interview
5.2 Arrange appropriate communication strategies for interview
5.3 Record interviews
LEARNING STRATEGIES:
 Lecture-discussion
 Group assignment
 Role play
ASSESSMENT METHODS:
 Oral questioning
 Written test
ASSESSMENT CRITERIA:
LO1 Meet common and specific communication needs of clients and colleagues
 Specific communication needs of clients and colleagues are identified and met
 Different approaches are used to meet communication needs of clients and
colleagues
 Conflict is addressed promptly and in a timely way and in a manner which does not
compromise the standing of the organization
LO2 Contribute to the development of communication strategies
 Strategies for internal and external dissemination of information are developed,
promoted, implemented and reviewed as required
 Channels of communication are established and reviewed regularly
 Coaching in effective communication is provided
 Work related network and relationship are maintained as necessary
 Negotiation and conflict resolution strategies are used where required
  Communication with clients and colleagues is appropriate to individual needs and
organizational objectives
LO3 Represent the organization
 When participating in internal or external forums, presentation is relevant,
appropriately researched and presented in a manner to promote the organization
 Presentation is clear and sequential and delivered within a predetermined time
 Utilize appropriate media to enhance presentation
 Differences in views are respected
 Written communication is consistent with organizational standards
 Inquiries are responded in a manner consistent with organizational standard
LO4 Facilitate group discussion
 Mechanisms which enhance effective group interaction is defined and implemented
 Strategies which encourage all group members to participate are used routinely
 Objectives and agenda for meetings and discussions are routinely set and followed
 Relevant information is provided to group to facilitate outcomes
 Evaluation of group communication strategies is undertaken to promote participation
of all parties
 Specific communication needs of individuals are identified and addressed
LO5 Conduct interview
 A range of appropriate communication strategies are employed in interview
situations
 Records of interviews are made and maintained in accordance with organizational
procedures
 Effective questioning, listening and nonverbal communication techniques are used to
ensure that required message is communicated
 LEARNING MODULE 08

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: Developing
Individuals and Teams
MODULE CODE: EISHNS4M 08 0811
NOMINAL DURATION: 16 Hours
MODULE DESCRIPTION:
The module aims to provide the necessary skills, knowledge and attitudes required to
determine and address individual and team development needs.
LEARNING OUTCOMES:
At the end of the module the trainee will be able to:
LO1 Provide team leadership
LO2 Foster individual and organizational growth
LO3 Monitor and evaluate workplace learning
LO4 Develop team commitment and cooperation
LO5 Facilitate accomplishment of organizational goals
MODULE CONTENTS:
LO1 Provide team leadership
1.1 Introduction to Human Resource Management
1.2 Understanding management Tools in Performance Management
1.3 Conducting Training Needs Analysis and Competence Requirements
1.4 Developing Training Programs to Address Training Needs of Employees
1.5 Facilitating Staff Development
1.6 Providing Coaching and Mentoring Assistance to Achieve Competence
LO2 Foster individual and organizational growth
2.1 Identify learning and developing specific goals and objectives for programs
2.2 identify Learning delivery methods, equipment and resource
2.3 Provide workplace learning opportunities and coaching assistance
2.4 identified and approved resources and timelines
LO3 Monitor and evaluate workplace learning
3.1 Feedback from individuals or teams for future learning arrangements
3.2 Assessing Individual and Teams Performance and Outcomes
3.3 Negotiation efficiency and effectiveness of Modifications to learning plans
3.4 Maintain records and reports
LO4 Develop team commitment and cooperation
4.1 Open communication processes to obtain and share information
4.2 Decide on team agreement
4.3 Develop Mutual concern and camaraderie in the team
LO5 Facilitate accomplishment of organizational goals
5.1 Participate members in team activities and communication processes
5.2 Develop individual and joint responsibility for their actions
5.3 How to collaborative efforts which sustained to attain organizational goals?

LEARNING STRATEGIES:
  Lecture-discussion
 Group assignment
 Role play
ASSESSMENT METHODS:
 Oral questioning
 Written test
ASSESSMENT CRITERIA:
LO1 Provide team leadership
 Learning and development needs are systematically identified and implemented in
line with organizational requirements
 Learning plan to meet individual and group training and developmental needs is
collaboratively developed and implemented
 Individuals are encouraged to self-evaluate performance and identify areas for
improvement
 Feedback on performance of team members is collected from relevant sources and
compared with established team learning process
LO2 Foster individual and organizational growth
 Learning and development program goals and objectives are identified to match the
specific knowledge and skills requirements of Competence standards
 Learning delivery methods are appropriate to the learning goals, the learning style
of participants and availability of equipment and resources
 Workplace learning opportunities and coaching/ mentoring assistance are provided
to facilitate individual and team achievement of competencies
 Resources and timelines required for learning activities are identified and approved
in accordance with organizational requirements
LO3 Monitor and evaluate workplace learning
 Feedback from individuals or teams is used to identify and implement
improvements in future learning arrangements
 Outcomes and performance of individuals/teams are assessed and recorded to
determine the effectiveness of development programs and the extent of additional
support
 Modifications to learning plans are negotiated to improve the efficiency and
effectiveness of learning
 Records and reports of ccompetence are maintained within organizational
requirement
LO4 Develop team commitment and cooperation
 Open communication processes to obtain and share information is used by team
 Decisions are reached by the team in accordance with its agreed roles and
responsibilities
 Mutual concern and camaraderie are developed in the team
LO5 Facilitate accomplishment of organizational goals
 Team members actively participated in team activities and communication
processes
 Teams members developed individual and joint responsibility for their actions
 Collaborative efforts are sustained to attain organizational goals
 LEARNING MODULE - 09

TVET PROGRAM TITLE: Hardware and Network Servicing –Level IV

MODULE TITLE: Managing and Maintaining Small/Medium Business Operations

MODULE CODE: EISHNS4 M09 0811
NOMINAL DURATION: 16 Hours
MODULE DESCRIPTION: This unit covers the operation of day-to-day business activities in a
micro or small business. The strategies involve developing, monitoring and managing work
activities and financial information, developing effective work habits, and adjusting work schedules
as needed.
LEARNING OUTCOMES:
At the end of the module the trainee will be able to:
LO1 Identify daily work requirements
LO2 Monitor and manage work
LO3 Develop effective work habits
LO4 Interpret financial information
LO5 Evaluate work performance
MODULE CONTENTS:
LO1 Identify daily work requirements(9hrs)
1.1 Identifying work requirements for a given time in line with available resources and
constraints
1.2 Setting priorities for tasks and meeting deadlines
1.3 Assignment of duties and responsibilities
1.4 Managing through delegation
LO2 Monitor and manage work(11 hrs)
2.1 Coordination for attaining maximum results
2.2 communication
 Report Writing
 Computer-Based Data Record Management
 Handling Meeting and Dialogues
 Giving Instructions and Assignments
 Establishing Network and Linkage
 Presentation Techniques
 Contract and Obligations
2.3 Problem solving and Decision Making Techniques meanings,
process and techniques

LO3 Develop effective work habits(13 hrs)

 3.1 Time management principles, advantages and strategies
3.2 Information seeking
 Federal/Local Government Legislation
 Obligation and Contract
 Tax
 Materials: Uses and Specification
 Handling and Storage of Workshop Manuals (Service, Operation, Maintenance)
 Handling of Legal Documents
LO4 Interpret financial information(35 hrs)
4.1 Financial statements analysis
4.2 Trade and Business Theories, Systems and Operations
 Reviewing and Assessing Business Operations and Profitability
 Re-planning and Reprogramming Business Operations
 Reevaluating Approach to Business
4.3 Improving Marketing Strategies and Business Promotion
4.4 Improving Sales, Income and Financial Stability
4.5 Financial Management and Resource Utilization
4.6 Purchasing and Supply Management
4.7 Establishing Customer and Community Social Relations
4.8 Monitoring and Evaluating Work Activities and Performance
 Improving Work Performance and Work Habits
 Improving Work Processes and Quality
 Improving Capacity of Staff and Commitment
 Interpreting and Analyzing Financial Information
4.9 Taxation and Other Legal Responsibility
4.10 Utilization of Management Tools and Practices
 Performance Management
 Reevaluating Viability of Business Practice
4.11 Trade Mathematics
 Business Mathematics
 Basic Accounting
LO5 Evaluate work performance(12 hrs)
5.1 Office Equipment: Use, Operations and Maintenance
5.2 Occupational Health and Safety
5.3 Work ethics
5.4 Achievement of business goals
5.5 Resources in an organization and their utilization
5.6 ISO standards
 5.7 Kaizen
ASSESSMENT CRITERIA:
LO1 Identify daily work requirements
 Work requirements for a given time period are identified taking into consideration
resources and constraints
 Work activities are prioritized based on business needs, requirements and deadlines
 If appropriate, work is allocated to relevant staff or contractors to optimize
efficiency
LO2 Monitor and manage work
 People, resources and/or equipment are coordinated to provide optimum results
 Staff, clients and/or contractors are communicated within a clear and regular
manner, to monitor work in relation to business goals or timelines
 Problem solving techniques are applied to work situations to overcome difficulties
and achieve positive outcomes
LO3 Develop effective work habits
 Work and personal priorities are identified and a balance is achieved between
competing priorities using appropriate time management strategies
 Input from internal and external sources is sought and used to develop and refine
new ideas and approaches
 Business or inquiries are responded to promptly and effectively
 Information is presented in a format appropriate to the industry and audience
LO4 Interpret financial information
 Relevant documents and reports are identified
 Documents and reports are read and understood and any implications discussed with
appropriate persons
 Data and numerical calculations are analyzed, checked, evaluated, organized and
reconciled
 Daily financial records and cash flow are maintained correctly and in accordance
with legal and accounting requirements
 Invoices and payments are prepared and distributed in a timely manner and in
accordance with legal requirements
 Outstanding accounts are collected or followed-up
LO5 Evaluate work performance
 Opportunities for improvements are monitored according to business demands
 Work schedules are adjusted to incorporate necessary modifications to existing work
and routines or changing needs and requirements
 Proposed changes are clearly communicated and recorded to aid in future planning
and evaluation
 Relevant codes of practice are used to guide an ethical approach to workplace
practices and decisions
 LEARNING METHODS:
Discussion
Demonstration
Practical exercises
Role playing
Presentation
Small group work
Case study
Individual assignment
Projects and mini enterprises
Brain storming
guest speaker
Games
CD-ROMs
Coaching/mentoring

MODULE ASSESSMENT:
Written test
Demonstration
Interview
Direct Observation with Oral Questioning
 LEARNING MODULE 10

TVET PROGRAM TITLE: Hardware and Network Servicing, Level IV

MODULE TITLE: Manage Continuous Improvement System
MODULE CODE: EIS HNS4 M10 0811
NOMINAL DURATION: 16 hrs
MODULE DESCRIPTION:
This unit describes the performance outcomes, skills and knowledge required to sustain and
develop an environment in which continuous improvement, innovation and learning are promoted
and rewarded.
LEARNING OUTCOMES:
At the end of this module the trainee will be able to:
LO1: Review programs, systems and processes
LO2:- Develop options for continuous improvement
LO3:- Implement innovative processes

MODULE CONTENTS:
LO1: Review programs, systems and processes
1.1 Establish strategies to monitor and evaluate performance of key systems and processes
1.2 Undertake detailed analyses of supply chains, operational and product/service delivery
systems
1.3 Identify performance measures, and assessment tools and techniques, and evaluate their
effectiveness
1.4 Analyze performance reports and variance from plans for all key result areas of the
organization
1.5 Identify and analyze changing trends and opportunities relevant to the organization
1.6 Seek advice from specialists, where appropriate, to identify technology and electronic
commerce opportunities
LO2:- Develop options for continuous improvement
2.1 Brief groups on performance improvement strategies and innovation as an essential element
of competition
2.2 Foster creative climate and organizational learning through the promotion of interaction
within and between work groups
2.3 Encourage, test and recognize new ideas and entrepreneurial behavior where successful
2.4 Accept failure of an idea during trialing, and recognize, celebrate and embed success into
systems
2.5 Undertake risk management and cost benefit analyses for each option/idea approved for
trial
2.6 Approve innovations through agreed organizational processes
LO3:- Implement innovative processes
3.1 Promote continuous improvement as an essential part of doing business
3.2 Address impact of change and consequences for people, and implement transition plans
3.3 Ensure objectives, timeframes, measures and communication plans are in place to manage
implementation
3.4 Implement contingency plans in the event of non-performance
3.5 Follow-up failure by prompt investigation and analysis of causes
3.6 Manage emerging challenges and opportunities effectively
3.7 Evaluate continuous improvement systems and processes regularly
3.8 Communicate costs and benefits of innovations and improvements to all relevant groups and
individuals
LEARNING STRATEGIES:

 Lecture-discussion
 Demonstration
 Practice
 Institutional Individual assignment

ASSESSMENT METHODS:
 Written Test /Interview
 Demonstration/Observation with Oral Questioning

ASSESSMENT CRITERIA:
LO1: Review programs, systems and processes
1.6 Establish strategies to monitor and evaluate performance of key systems and
processes
1.7 Undertake detailed analyses of supply chains, operational and product/service
delivery systems
1.8 Identify performance measures, and assessment tools and techniques, and evaluate
their effectiveness
1.9 Analyze performance reports and variance from plans for all key result areas of the
organization
1.10 Identify and analyze changing trends and opportunities relevant to the organization
1.6 Seek advice from specialists, where appropriate, to identify technology and electronic
commerce opportunities
LO2:- Develop options for continuous improvement
2.6 Brief groups on performance improvement strategies and innovation as an essential
element of competition
 2.7 Foster creative climate and organizational learning through the promotion of
interaction within and between work groups
2.8 Encourage, test and recognize new ideas and entrepreneurial behavior where
successful
2.9 Accept failure of an idea during trialing, and recognize, celebrate and embed
success into systems
2.10 Undertake risk management and cost benefit analyses for each option/idea
approved for trial
2.6 Approve innovations through agreed organizational processes
LO3:- Implement innovative processes
3.8 Promote continuous improvement as an essential part of doing business
3.9 Address impact of change and consequences for people, and implement transition
plans
3.10 Ensure objectives, timeframes, measures and communication plans are in place to
manage implementation
3.11 Implement contingency plans in the event of non-performance
3.12 Follow-up failure by prompt investigation and analysis of causes
3.13 Manage emerging challenges and opportunities effectively
3.14 Evaluate continuous improvement systems and processes regularly
3.8 Communicate costs and benefits of innovations and improvements to all relevant
groups and individuals

Annex Resource Requirement

ecommende
Item Ratio
Category/Item Description/ Specifications Quantity
No. Item: Trainee
A. Learning Materials
CBLM - Trainer’s made handouts
KAB _Trainee handbooks
1. 25 1:1
CEFE
SYB
2. Textbooks If available 25 1:1
3. Reference Books Any KAIZEN Book 5 1:5
Learning Facilities &
B.
Infrastructure
1 Demonstration room - 8x12m; equipped with IT facilities 1 1:25
2. Library - Multipurpose
3. Shelves - wooden or metal 5 1:5
4 White Board 1.50 X 1.50 1 1:25
5 Cabinet - metal 1 1:25
6 Internet and Virtual library High speed Internet Connection 1:25
 Recommended 1
E-VDO, Broad Band

C. Consumable Materials
1 Blank CD - CD-R/RW 5 1:5
- Whiteboard marker, printing
2 Stationery
paper, printer ink
3 Flash disk San disk or similar 4GB 5 1:5
 Zope card  hard card/file(claser)
 local
 Flip chart  white board and
 Marker permenant(all clours)
4
 Scotch
 Candy
 chocolate
D. Tools and Equipments
1 Samples  KAIZEN Manual 5 1:5
 At least 80 GB, 3.4Ghz, P IV
2 Computer 12 1:2
 With Expandability
3 UPS  750 Volt Ampere 2 1:12
4 Divider  American socket supporter 6 1:2
5 Multimedia projector - LCD 1 1:25
6 Printer Laser Jet 1 1:25
7 Desk jet Printer Color 1 1:25
8 digital Camera Digital 1 1:25
9 Scanner Image and Text support 1 1:25
10 Laptop Toshiba 5 1:5
11 Photo copier canon 1 1:25
12 Dart 5 1:5

EIS
Recommended
Item
Category/Item Description/ Specifications Quantity Ratio
No. (Item: Trainee)
A. Learning Materials
Service manual, schematic Manuals
1. 25 1:1
diagram/parts list
Operating
2. instructions/User’s/Owner’s 25 1:1
manual
B. Learning Facilities & Infrastructure
 8x12m equipped with the equipment and
1 Lecture Room 1:25
internet
2 Shelves Wooden/metal 5
3 Locker Wooden /metal 2
4 Cabinet metal 1
C. Consumable Materials
1. Blank disk CD-R/CD-RWand DVD-R/DVD-RW 5 1:5
2. Stationery White board marker, printing paper & ink
D. Tools and Equipment
 Commercial application software
 Organization specific software
1. Applications  Office package
 Graphic
 Database
 Communication packages
2. Operating system Linux, Mac Os, windows XP or above
 DSL
 ADSL
 T1&T2
Asp  PSTN for dialup modems
3.  CDMA 1x
ISP
 Private lines
 VPN
 Data and voice
 Current internet technologies