Plan of

Plan of
Subject Studies
Manual 2009
Operation and Maintenance
Protocols

Industrial maintenance
engineering
First quarter
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Industrial Metrology Review: 0
Semester : Second Curriculum: 2009 Page2 of 56

INDEX
Page
COMPETENCES TO WHICH THE SUBJECT CONTRIBUTES..............................................................4
OBJECTIVE OF THE SUBJECT............................................................................................................. 4
1 THEMATIC UNIT I – PREPARATION OF MANUALS....................................................................5
Learning outcome............................................................................................................................... 5
1.1 TOPIC 1- PROCEDURES AND PROCESSES........................................................................5
1.1.1 Teaching instruments..................................................................................................... 20
1.1.2 Evaluation instruments................................................................................................... 20
1.2 TOPIC 2- HISTORIES AND DATA........................................................................................20
1.2.1 Teaching instruments..................................................................................................... 22
1.2.2 Evaluation instruments................................................................................................... 22
1.3 TOPIC 3 - PROCEDURES MANUAL....................................................................................22
1.3.1 Teaching instruments..................................................................................................... 31
1.3.2 Evaluation instruments................................................................................................... 31
1.4 SUGGESTED DIDACTIC AND EVALUATION INSTRUMENTS TO ENSURE THE
LEARNING OUTCOME OF THE UNIT.............................................................................................31
2 UNIT II: RISK ANALYSIS TECHNIQUES.....................................................................................32
Learning outcome............................................................................................................................. 32
2.1 TOPIC 1 - MOSLER METHOD.............................................................................................. 32
2.1.1 Teaching instruments..................................................................................................... 34
2.1.2 Evaluation instruments................................................................................................... 34
2.2 TOPIC 2 - MIXED QUANTITATIVE METHOD.......................................................................34
2.2.1 Teaching instruments..................................................................................................... 38
2.2.2 Evaluation instruments................................................................................................... 38
2.3 SUGGESTED DIDACTIC AND EVALUATION INSTRUMENTS TO ENSURE THE
LEARNING OUTCOME OF THE UNIT.............................................................................................38
3 UNIT III: CONTINGENCY PROTOCOL TO RESTORE THE SERVICES IN CHARGE OF
MAINTENANCE.................................................................................................................................... 38
Learning Outcome............................................................................................................................. 38
3.1 TOPIC 1 - ELEMENTS OF A CONTINGENCY......................................................................39
3.1.1 Teaching instruments..................................................................................................... 40
3.1.2 Evaluation instruments................................................................................................... 40
3.2 TOPIC 2 - CONTINGENCY PLANS......................................................................................40
3.2.1 Teaching instruments..................................................................................................... 44
3.2.2 Evaluation instruments................................................................................................... 44
3.3 SUGGESTED DIDACTIC AND EVALUATION INSTRUMENTS TO ENSURE THE
LEARNING OUTCOME OF THE UNIT.............................................................................................44
4 UNIT IV: SERVICE MANAGEMENT.............................................................................................45
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page3 of 56

Learning Outcome............................................................................................................................. 45
4.1 TOPIC 1 - CONDITIONS FOR CONTRACTING SERVICES FROM THIRD PARTIES.........45
4.1.1 Teaching instruments..................................................................................................... 51
4.1.2 Evaluation instruments................................................................................................... 51
4.2 TOPIC 2- MANAGEMENT OF EQUIPMENT POLICIES AND WARRANTIES......................51
4.2.1 Teaching instruments..................................................................................................... 55
4.2.2 Evaluation instruments................................................................................................... 55
4.3 SUGGESTED DIDACTIC AND EVALUATION INSTRUMENTS TO ENSURE THE
LEARNING OUTCOME OF THE UNIT.............................................................................................55
5 BIBLIOGRAPHICAL SOURCES................................................................................................... 56
5.1 Suggested.............................................................................................................................. 56
5.2 Support.................................................................................................................................. 56
6 Compilers...................................................................................................................................... 56
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page4 of 56

COMPETENCES TO WHICH THE SUBJECT CONTRIBUTES.

Design maintenance strategies through the analysis of human, technological, economic and financial
factors, for the development and administration of the master maintenance plan that guarantees the
availability and reliability of the plant, contributing to the competitiveness of the company.

OBJECTIVE OF THE SUBJECT.

The student will determine the best way to execute maintenance activities through risk analysis and
management of support services through the structuring of procedure manuals and work methods,
and the development of contingency plans, to ensure continuity. of basic services.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page5 of 56

1 THEMATIC UNIT I – PREPARATION OF MANUALS.

Learning outcome.
It will develop a procedure that contains at least: objectives, policies, diagrams, activities and their
sequence; to apply work instructions to all equipment subject to a maintenance protocol.

A report of equipment information based on technical data.

1.1 TOPIC 1- PROCEDURES AND PROCESSES.

1.- Functions and tasks for each area in which an organization is structured, with clear and precise
specifications of the treatment or course of action to follow in the face of each feasible alternative for
the occurrence of each variable constituted by an administrative circuit.

2.- Forms to use, specifying. Issuer, emission opportunity, number of copies, instructions for filling out
each of the data that comprise it, distribution of copies, etc.

3.- Files to be used, in terms of: content, legal and operational safeguard period, classification of the
information contained, etc.

4.- An operational and asset control scheme.

Content and structure of a procedures manual

 Content

 Goals

 Responsibility

 Scope of procedures

 Instructions

 Procedures standards

 Glossary

 Thematic Index

 Cross Reference Index

 Verification and advice

 Date indication

 Page numbering

 Format

 armed
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page6 of 56

The “contents” section of the manual will include:

a) coding statement
b) Statement of the nomination of each standard
c) Number of pages of each procedural standard or part of the manual.

“ Objectives ” will contain an explanation of the purposes of the application of the manual and, when
necessary, the reasons that gave rise to it.

Under “ responsibility ” the organic unit responsible for compliance with the procedures in question will
be indicated.

The “ scope of the procedures ” will contain the explanation of the entities to which the procedures are
applied and the circumstances in which they must be used or by way of exception, which are the limits
in which the applicability of the procedures ceases.

The “ instructions ” section will contain those concerning:

a) Structure
b) Coding
c) Update
d) Compliance criteria

In “ structure ” the layout and foundations of the parts in which the manual is organized will be
indicated.

In “ coding ” the coding system and criteria used will be indicated.

For example:
XX XX XX
The first digit: represents the system
The second digit: represents the component subsystem of the system coded with the first.
The third digit: represents the corresponding number of processes.
The fourth digit: identifies each of the forms that intervene in the system.

The aspects that must be subject to standards are:

- Tasks and decisions
- Files
- Circuit or flow of information and the way of its materialization in forms.

Regarding Tasks and Decisions, the manual must include:

- A clear and complete description of each step to follow in any event.
-Time and opportunity in which each step must be executed.
- Responsible for the execution of each step
- Information required for the execution of each step.
- Information that must be generated as a consequence of the result of the execution of each of
the steps.
-Media to use: files, forms, communications and/or processing equipment.
- Decisions to be made anticipating all possible courses of action of possible application.
-Controls to be carried out and courses of action to be taken according to the result of the control.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page7 of 56

Regarding the Files, the manuals must include an explanation that allows you to know:
- Information to contain.
- Method of classification of the information contained.
- Method of searching for information and subsequent processing.
- Responsible for its custody and updated maintenance.
-Exhaustive details of who has access to said file for consultation and extraction of its content.

Regarding the flow of information, the procedures manual must contain:

- Copies of the forms, lists, spreadsheet and all types of forms to be used.
- Responsible for the issuance of each of them.
- Time when they must be issued.
- Number of copies and treatment and distribution to be given to each of them.
- Instructions for filling out each of the data that make up the form.

Specific Procedure
Structure of the procedures . The set of elements that constitute a procedure is the following.

Front page . All procedures will have a first page, called the cover page, which will appear:

Header . It will appear on all pages; It will indicate:

• Company logo

• Consideration of procedure with the SPECIFIC PROCEDURE header.

• No. review and date thereof.

• Beginning of validity of the procedure from its initial edition.

Certification of the Procedure . Its development will take the following coding.

• PRE: Acronym for specific procedure.

• COMPANY: Abbreviation of -- THE COMPANY – SL

• XX The first two chapters refer to the chapter of the UNE-EN-ISO 9002
STANDARD in which the procedure is affecting.

• YY Number that corresponds to the procedure within the same chapter of the
UNE-EN-ISO 9002 STANDARD

Index: All sections of the Procedure will be reflected in the index.

Boxes:

• Name and surname of the person who carries out the Procedure Review.

• Date on which the Procedure Review was carried out.

• Signature of the person who has carried out the Procedure Review.

• Name and surname of the person who approves the Procedure.

• Date on which the Approval of the Procedure was made.

• Signature of the person who approved the Procedure.

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page8 of 56

Footer: This will describe the following.

• PRE-COMPANY-XX-YY
o XX being the procedure number with reference to the corresponding
Chapter of the Standard.
o YY Order number of the procedure within the chapter of the Standard.

• Procedure name.

• Number of pages: the Reference page number appears with reference to the
total number of pages of the Procedure.

Object. This element always appears in the procedure and is numbered 1. It will present the activity or
activities described in the document.

Scope. This element always appears in the procedure and is numbered 2. It delimits the scope of
application of the activities included in point 1.

References. This element always appears in the procedure and is numbered 3. It cites the standards,
documents, chapters of the quality manual, procedures or other documents that complement or are
necessary for the application of the document.

Definitions. This element always appears in the procedure and is numbered 4. It defines those
concepts used in the drafting of the document, whose interpretation could be misleading or are not in
common use. If the definition of any of the terms included in the procedure is not considered
necessary, this clause can be issued. therefore eliminating this number/title sequentially.

Responsibilities. This element always appears in the procedure and is numbered 5. It includes the
responsibilities of the different aspects contemplated in the document. They must be established for
positions or functions, never nominally, and must be explained in a clear and concrete manner.

Development. This element always appears in the procedure and is numbered 6. It describes in
chronological order the stages or steps necessary to carry out the activities included in section 1,
including, among others, criteria for acceptance/rejection, means to be used, qualification of personnel
(if applicable).

Records. This element always appears in the procedure and is numbered 7. It will contain the title of
all the records that depend on the document.

Distribution list. This element always appears in the procedure and is numbered 8. The positions in
the organization that have a controlled copy of the document will be recorded there.

Revision history. This element always appears in the procedure and is numbered 9. The number of
the Procedure Review, the date on which it was carried out and the causes of the change will be
recorded. The revision history of all procedures will be collected in a table.

Annexes. This element always appears in the procedure and is numbered 10. It will contain the
annexes numbered with Arabic figures, their title and their reference. The flow charts that are
necessary to make a synoptic description of the development of the activities, object of the procedure,
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page9 of 56

and the models or formats of the records generated by them will be included as annexes whenever
considered appropriate.

The annexes, if they exist and when appropriate, will include:

• Identification at the top.

• Footer with the reference: FRCXXYYYYZZ, being:

o FRC: the indicative quality record format.

o XX: your order number in the procedure

o PRE-COMPANY

o YYYY: the reference of the procedure to which they belong.

o ZZ: annex revision number.

Procedure diagrams

In most companies, the main fault is the administration's neglect to fully apply the principles of
organization to the company's growth mechanisms. As we have established in the previous chapter,
the bodies (administrative units) are responsible for exercising the powers determined by the
respective legal provisions, from which both functions and work systems and procedures are derived.

The multiplicity of functions and the growth of operations, both in companies in the official and private
sectors, affect the proliferation of functional processes (accelerated growth) that require large amounts
of human, material and financial resources that generally lead to stagnation zones. for the
improvement of the production capacity of goods or services for consumers and clients.

The permanent review of the systems, structures and procedures by the units responsible for
administrative improvement will allow comprehensive knowledge of the operation of the institution or
any administrative unit.

The presentation of isolated procedures does not allow a comprehensive understanding of the
operation of the company or one of its parts (administrative unit) and the recognition of the deficiency
in the quality of the services provided, and the need to identify problems and administrative difficulties
that arise. presented in everyday institutional activities, largely due to the absence of written
procedures and their representation (graphics); hence the need to group them in an orderly manner in
a single document called "Procedure Manual".

The study of procedures has different nuances, a topic that is discussed extensively in another chapter
of the work; However, it is important to highlight that once the information that is the subject of the
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page10 of 56

study has been collected, integrated and analyzed, the procedures will be graphed. The representation
of the procedures subject to study can be more or less complex, depending on the diagramming
technique and the object or scope of application thereof.

 General diagram concepts

Representation by graphic means is to the systems profession what a numerical system is to the field
of mathematics; That is, an abbreviated language that allows complex phenomena to be understood in
relatively short periods of time.
Diagramming is not the sole responsibility of the systems function, but the integral part of the activity of
almost all professional techniques, the resource that can be relied upon to simplify and present clearly
thousands of different contexts.
The use of diagrams covers three fields of great importance in the work of systems: study, design and
presentation.

 Study of the diagrams

The systems study phase is the original investigation of current procedures. At this stage the
examination refers to the way in which the work is being carried out. The information that the analyst
needs must be correct and complete. Once the analyst has collected all the information, he makes use
of the movement diagram, a simple resource that will transform the enormous jumble of disconnected
details he has gathered into a simple road map that completely outlines the procedures.
The diagram is a desired final product, through which the analyst has known the procedure. A very
important part of that knowledge is that by seeing how the work is done, you come to understand a lot
of why.

When analyzing the diagram we detect broad areas of improvement and what has been a simple
investigation is now beginning to set the course; It begins to point out the areas in which there is the
greatest possibility of improvement.
These two phases, understanding current procedures and indicating the best path for future action,
constitute the most precious value derived from the use of graphs.

 Design of procedure diagrams

This phase in systems work is perhaps the most important and certainly the crucial point of a systems
assignment. Here new methods, equipment, new forms will be developed, in a word, the new system
itself. The flowcharts that were drawn in the exam phase enter again at this stage. Now the paths of
improvement that were previously indicated must be followed. Fields where efforts are duplicated, or
spent unnecessarily, where routes are difficult, and other points of similar improvement will be
thoroughly investigated.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page11 of 56

The diagrams projected in this phase of the study for the proposed system will become the bases for
the final projects around which the administrative representation will center.

 Presentation of the diagrams

The presentation phase of the work is firmly supported by the use of diagrams or graphs chosen and
executed with the same purpose of explaining to the administration how the old system works and why
and in what way it should be improved. At this point the effects of the systems analysis are cumulative.
All the effort that was used has constituted this summit point: the acceptance or rejection of the
proposed plan. The decision may be based on small details, for example, the appeal given to a
particular copy or form. If the systems specialist is unaware of his destination, this lack of knowledge
may be taken by management as an indication that the study has been conducted very poorly. This
conclusion will weaken confidence in the overall presentation.

Methods for formulating diagrams

 Planning and evaluation

All well-executed systems analyzes begin with careful planning and continuous assessment as the
work progresses. As far as diagrams are concerned, planning is the way of deciding which ones will
best adapt to the assignment and realization of the desired purposes and what information these
diagrams should contain. It must be determined which is the most expeditious and least costly
approach that harmonizes with the execution of understandable work.

Evaluation is the process of adaptation and this must be applied continuously and consciously as the
work progresses and the operation being analyzed becomes better known. The study of systems,
almost without exception, depends to some degree and in terms of approach, on trial and error
methods. The analyst must continually assess his current methods and their results, comparing them
with the ultimate purposes of history. This will be refined little by little as the work progresses.

 When to make diagrams

During the research phase of a study, the analyst should be primarily interested in flow or process
diagrams. When approaching a completely unfamiliar procedure, it is often possible for the analyst to
specify the size and number of sheets on which the diagrams will be arranged, setting aside drawing
directly from verbal information.
However, when it is feasible to diagram a draft, this resource is invaluable for three reasons: first, it
saves writing time and allows the interview to progress more quickly, since operations can be
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page12 of 56

described in less time using symbols. and not words; second, it allows the analyst to continue the
interview with order and logic; Finally, the draft diagram serves to indicate the points at which
informative details have been omitted. In this regard, the analyst may find it useful to associate each
symbol on the charts with a list of comparisons and questions about the kind of reports he needs. For
example, the archive symbol may have questions like these: Archived by whom? Held for how long? In
what order? How many per month? What kind of file cabinet are you using?
In practice, many analysts combine sections of draft diagrams and written notes to record the reports
they obtain in interviews.

The art of interviewing improves with practice and knowledge and, frequently, the expert analyst uses,
or fails to use, the draft diagram technique, adapting to the circumstances of the moment.

Basic Symbology

A flow chart prepared with inconsistent or unconventional graphic language will transmit a distorted
message or will be ineffective for understanding the process that is intended to be studied. Hence the
need to conceive and admit certain symbols to which a precise meaning is conventionally conferred
and also agree on certain rules regarding their application.

The American Society of Mechanical Engineers (ASME) has developed the conventional signs of the
graphs (figure 6.1), despite the wide acceptance that this symbology has had, in the work of
administrative diagramming it is limited, because no conventional symbol has emerged. that best
meets all needs.

The American National Standard Institute (ANSI) has developed a symbology (figure 6.2) to be used in
diagrams oriented to electronic data processing (EDP) for the purpose of representing information
flows, some of which have been widely adopted. symbols for the preparation of flowcharts within the
administrative diagramming work
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page13 of 56

.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page14 of 56

 Diagram Classification

The literature of the systems profession mentions a rather confusing number of diagram types and
combinations of types designated by their authors to fit a wide variety of diagramming assignments.
However, the basic uses of diagrams can be classified, which, alone or in combination, are the
fundamental reason for the numerous types of diagrams that exist.

1. Operations diagrams, to represent the flow of operations.

2. Architectural diagrams, to represent a sketch of physical terrain.

3. Diagrams of personnel relationships to indicate hierarchies of authority, responsibility and

function.

4. Statistical diagrams, to summarize numerical and chronological relationships. Although

knowledge of the rationale for the types mentioned and their objectives is of great value, the
presentation of the various types of system diagrams is facilitated if it is verified based on the
field that describes each type. The descriptions that follow fall into three categories.

5. Flowchart. They basically refer to the flow of operations and include graphs that are related to
the management of shapes, as well as logical diagrams related to computer programs.

6. Organization charts. They refer to staff relationships.

7. Various graphics. Those that are not included in the aforementioned fields.

 Convention for drawing diagrams

1. The information to identify each diagram must be the following:

a) Name of the process, indicating the start and end points.

b) Name of the department or departments involved.

c) Name of the person who prepared the diagram.

d) Number of people or positions involved.

e) Number of steps.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page15 of 56

2. Identify each column with the name of the person or positions that performs one of the steps.

3. Represent the shapes or documents, using rectangles proportional to the shapes or

documents represented. However, since clarity is paramount, this convention can be
eliminated using only good judgment.

4. Each shape must always be represented by a rectangle of the same dimensions.

5. Every time you create a shape, you put it in the original and copy a black triangle in the bottom
right corner.

6. When the dimensions of the rectangle allow it, it is convenient to name the shape in each step
that appears.

7. The original and copies must always be placed in the same order. A number is placed in the
upper right corner. For the original the number one will always be used; Subsequent copies will
have ascending numbering.

8. At each step all the documents involved must be presented.

9. When two or more papers are transported, which are joined together, either with a staple or
clasp or in an envelope, the rectangles are brought together identifying each one of them. The
movement is represented by a single line.

10. When moving Together, but not united, transportation is represented by a line for each shape
or group of shapes.

11. The sequence is shown by making the transport lines have a slight downward trend.

12. The chronological order of the steps is represented by the order in which the rectangles
appear, from top to bottom.

13. Each step must be identified with a number and a short description of it must be made, by
writing the verb that identifies the action.

14. If possible, have it signed by the department head or employee who provided the information.

 Presentation of the shapes in the diagram

1. The figures should be made in the form of boxes or rectangles, imitating as far as possible the
shape and size of the originals reduced to scale. Indicating in the lower part and in the center
the name with a single word, and in the upper corner and in the center the name with a single
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page16 of 56

word, in the upper right corner, the number of the copy in question. When two shapes appear
in the drawing of the same size, shape, or name, or both, it is convenient to use a number to
identify them.

2. Forms with copies should be represented as follows.

If you have many copies, they must be presented like this.

3. If a shape is destroyed it is represented this way.

If you have an alternative, draw a horizontal line and write it down with a pencil using the
normal path from one of the ends of the line for the entire graph.

At the end of the line the alternative is developed, but using a different colored pencil that
allows the two paths to be differentiated; If you only have one color, then use a dotted line or a
lighter one.

In general, when you have alternatives it is preferable to leave the one that occurs most
frequently in the diagram and the other one(s) in a separate diagram to avoid confusion and
obtain greater clarity.

To represent two or more alternatives that originate in a process, the symbol will be used.

4. If the lines were to meet each other, the following convention will be used

5. When you have to make a distribution of shapes, it is recommended to start with the furthest
one to avoid them crossing.

6. Every form must show what its origin was.

7. The new shape is marked with a triangle on the lower left edge, identifying the fact that the
shape appears for the first time in the process.

8. When the available space on the paper runs out and it is necessary to move to another sheet
or to another part of the same sheet, the link of the process is shown by "connectors" that
consist of two circles with the letter W, one on the plinth on which it is It cut off the process and
another one in the place where it restarted.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page17 of 56

 Requirements for diagramming

It is necessary that every diagram meets the following characteristics:

Synthetic
The representation made of a system or a process should be summarized in a few sheets, preferably
in one.
Extensive diagrams make it difficult to understand and assimilate, therefore, they are no longer
practical.

Symbolized
The application of appropriate symbology to system and procedure diagrams prevents analysts from
making excessive, repetitive and confusing annotations in their interpretation. The primary reason for
using symbols is that they standardize activities, "pigeonholing" them into compact groups of similar
activities.

Visibly to a system or a process

Diagrams allow us to observe all the steps of a system or process without having to read extensive
notes. A diagram is comparable, in a certain way, to an aerial photograph that contains the main
features of a region, and which in turn allows these main features or details to be observed.

Below is an example applied to our environment in which the most frequently used symbols are
present, as well as their application.

The wording used tries to classify as much as possible the understanding of the process flow;
However, in practice we will try to keep the annotations as short as possible, without sacrificing, of
course, the clarity and fluidity of the diagram.

When you have a mental structure appropriate to the problems that arise in the diagramming
technique, the development of a diagram is easy; Therefore, it is recommended that the mental
structure so necessary in the use of this technique be formed, putting into practice the diagramming of
some process that is known; Once done, it must be carefully analyzed in order to refine details.

Formats for capturing information

The collection of information for the design or improvement of procedures is generally carried out
through:
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page18 of 56

-Documentary research.
-The survey.
-The observation.

The questionnaires used in the survey, and which serve to obtain the desired information, are made up
of series of written questions, predefined, sequenced and separated by chapters. This means of
collecting information saves financial resources and time; However, the quality of the information
obtained will depend on the design and presentation given to the questionnaires.

Interview techniques, direct observation, sampling (sampling tables) are also discussed extensively in
the second part of the work.

Once the information has been collected from the areas involved in the study, the grouped data are
organized and systematized, in order to be able to concatenate the operations involved in the
procedure being investigated, the areas involved and the formats used. .

Annex 1 format, "Collection of procedure information."

In this format, the sequence in which a job is carried out is presented in graphic form, in which several
people intervene at a level of detail that includes third-level activities.

It refers step by step to the set of activities carried out at a workstation.

The following aspects are included in this type of diagrams.

1. The sequence in which the steps of the process are carried out.

2. The type of operation using a symbol.

a) Operation.

b) Transport.

c) Inspection

d) Delay

e) Storage.

3. The net time in which the operation is performed.

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page19 of 56

4. The total time spent to carry out the operations.

5. The delays incurred (due to the difference between the two previous times).

6. Initiation in: define the precise moment in which the process begins.

7. Termination at: define the precise moment at which the process ends.

To comply with the content of a procedures manual, it is necessary to have special formats to
document the objectives and policies, where each of these precepts will be transcribed in a clear,
simple and direct manner. For the literary description of the procedure, each of the operations that
comprise it will be described, who executes the document transfers, the administrative instances that
must be covered and the products and outputs that are generated. Finally, to graph a procedure, a
conventional format is shown that can be used for a horizontal format diagram.

The use of formats for capturing and/or presenting the procedures as they are operating is generally
conventional and adapts to the characteristics and nature of the companies.

 Elements of a Mapping.

For an organization to function effectively and efficiently, it must identify and manage numerous
interrelated activities, which transform inputs into results.

The Organization must:

a) Identify the processes necessary for the quality management system and its
application throughout the organization.

b) Determine the sequence and interaction of these processes.

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page20 of 56

 Benefits of Process Mapping.

 Provides a global vision

 Show relationships and roles
 Help explain the process
 Allows you to identify the procedures and work instructions that need to be
documented.
 It helps simplify process activities by facilitating the identification of unnecessary
complexities or repetition of tasks.
 Helps standardize the process

 Steps for Process Mapping.

1. Identify the main results of the Organization or process 8outputs).

2. Identify immediate customers (internal or external).
3. Identify the main inputs that the process requires to produce each of the results.
4. Identify the origin of the inputs (suppliers).
5. Identify the main stages of the subprocess.
6. Manage the stages with a process approach.
7. Identify the interactions between each stage.
8. Identify the procedures to document for each stage of the process.
9. Establish objectives for each process and numerical indicators that indicate how far or
close to meeting the objectives.
10. Define the owner of the process and each stage, to ensure its correct implementation.

1.1.1 Teaching instruments.

1.1

1.1.2 Evaluation instruments.

1.1

1.2 TOPIC 2- HISTORIES AND DATA

TYPES OF MANUALS .
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page21 of 56

- Organization Manual.- The organization manual describes the formal organization, mentioning for
each job position, its objectives, functions, authority and responsibility.

- Policy Manual.- The policy manual contains the basic principles that will govern the actions of
executives in decision making.

- Manual of procedures and standards.- The manual of procedures and standards describes in detail
the operations that make up the procedures and the standards to be met by the members of the
organization compatible with said administrative procedures in the sequential order of their execution.

- Specialist's manual.- The manual for specialists contains rules or indications referring exclusively to
certain types of activities or trades . This manual seeks to guide and standardize the actions of
employees who perform the same functions.

- Employee manual.- The employee manual contains information that is of interest to employees who
join a company on topics that affect their relationship with it, and which is given to them at the time of
incorporation. These topics refer to company objectives, activities carried out, incentive plans and
employee career programming , rights and obligations , etc.

- Multiple Purpose Manual.- The multiple purpose manual totally or partially replaces those mentioned
above, in those cases in which the size of the company or the volume of activities does not justify its
preparation and maintenance .

CHARACTERISTICS OF THE MANUALS

For its content - History manual of the organization.

- Organization manual.
- Policy manual.
- Procedures manual.
- Multiple content manual (when it deals with two contents, for example
policies and procedures; history and organization).
- Training or instruction manual.
- Technical manual.

By specific function - Production manual.

- Purchasing manual.
- Sales manual.
- Finance manual.
- Accounting manual.
- Credit and collection manual.
- Personnel manual.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page22 of 56

- General manuals (those that deal with two or more operational

functions.)

1.2.1 Teaching instruments.

1.2

1.2.2 Evaluation instruments.

1.2

1.3 TOPIC 3 - PROCEDURES MANUAL

A procedures manual is the document that contains the description of activities that must be followed in
carrying out the functions of an administrative unit, or two or more of them.
The manual also includes the positions or administrative units that intervene, specifying their
responsibility and participation.
They usually contain information and examples of forms , authorizations or necessary documents ,
machines or office equipment to be used and any other data that may assist in the correct
development of activities within the company .

Formation of the Manual

A) IDENTIFICATION
This document must incorporate the following information:

 Organization logo.
 Official name of the organization .
 Name and extension. If it corresponds to a particular unit, its name must be noted.
 Place and date of manufacture.
 Revision number (if applicable).
 Units responsible for its preparation, review and/or authorization.
 Shape key. Firstly, the acronym of the organization, secondly the acronym of the administrative
unit where the form is used and, finally, the number of the form. A hyphen or diagonal must be
placed between the acronym and the number.

B) INDEX OR CONTENT
List of the chapters and corresponding pages that are part of the document.

C) PROLOGUE AND/OR INTRODUCTION

Exposition about the document, its content, purpose, areas of application and importance of its review
and update. It can include a message from the highest authority of the areas included in the manual.

D ) OBJECTIVES OF THE PROCEDURES

Explanation of the purpose that the procedures are intended to fulfill.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page23 of 56

The objectives are to standardize and control compliance with work routines and avoid their arbitrary
alteration; simplify liability for failures or errors; facilitate audit work; facilitate audit work, the evaluation
of internal control and its surveillance; that both employees and their bosses know if the work is being
done properly; reduce costs by increasing overall efficiency, plus other additional benefits.

E) AREAS OF APPLICATION AND/OR SCOPE OF THE PROCEDURES

Scope of action covered by the procedures.
Within the federal public administration , the procedures have been classified, based on the scope of
application and their scope, into: macro-administrative procedures and meso-administrative or sectoral
procedures.

F) RESPONSIBLE
Administrative units and/or positions that intervene in the procedures in any of their phases

G) OPERATING POLICIES OR RULES

This section includes the criteria or general guidelines for action that are explicitly determined to
facilitate the coverage of responsibility of the different entities that participated in the procedures .
In addition, all the operating rules that specify the alterative situations that could arise in the operation
of the procedures must be contemplated. Below are some guidelines that should be considered in your
approach:

 The policies and/or norms that define the general framework of action of the personnel will be
perfectly defined, so that they do not incur failures.
 The guidelines are prepared clearly and concisely, so that they can be understood even by
people not familiar with the administrative aspects or the procedure itself.
 They must be explicit enough to avoid continuous consultation at higher hierarchical levels.

H) CONCEPT (S)
Words or terms of a technical nature that are used in the procedure, which, due to their meaning or
degree of specialization, require more information or expansion of their meaning, to make
consulting the manual more accessible to the user.

I) PROCEDURE ( description of operations ). Written presentation, in narrative and sequential form,

of each of the operations carried out in a procedure, explaining what they consist of, when, how,
where, with what, and how long they are carried out, indicating those responsible for carrying them
out. . When the description of the procedure is general, and therefore includes several areas, the
administrative unit in charge of each operation must be noted. If it is a detailed description within an
administrative unit, the position responsible for each operation must be indicated. It is convenient to
codify the operations to simplify their understanding and identification, even in cases of several
options in the same operation.

J) PRINTED FORM . Printed forms used in a procedure, which are inserted within the procedure or
attached as appendices. In the description of the operations that imply their use, specific reference
must be made to them, using indicator numbers that allow them to be associated in a concrete way.
Instructions for filling out can also be added.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page24 of 56

K) FLOW CHARTS . Graphic representation of the succession in which the operations of a

procedure and/or the path of forms or materials are carried out, showing the administrative units
(general procedure), or the positions involved (detailed procedure), in each operation described . In
addition, they usually mention the equipment or resources used in each case. The diagrams
represented in a simple and accessible way in the manual provide a clear description of the
operations, making them easy to understand. For this purpose, it is advisable to use symbols
and/or simplified graphics .

L) GLOSSARY OF TERMS. List of technical concepts related to the content and techniques for
preparing procedure manuals , which serve as support for their use or consultation. General
procedure for the preparation of administrative manuals

PROJECT DESIGN . The task of preparing administrative manuals requires great precision, since the
data must be recorded as accurately as possible so as not to generate confusion in the interpretation
of its content by those who consult it. That is why great attention must be paid to each and every one
of its integration stages, outlining a project in which all the requirements, phases and procedures that
underpin the execution of the work are achieved.

A) RESPONSIBLE
To begin the work that leads to the integration of a manual, it is essential to foresee that the
responsibility for conducting the actions is not diluted in various people, but that a coordinator must be
designated, assisted by a technical team, who will be must be entrusted with the management of the
project in its design, implementation and update phases. In this way, homogeneity is achieved in the
content and presentation of the information.
Regarding the characteristics of the technical team, it is advisable that it be personnel with good
management of human relations and that knows the organization in regards to its objectives, structure ,
functions and personnel. For this type of work, an organization can appoint the person who has the
necessary knowledge and experience to carry it out. Due to the nature of its functions, it may be
entrusted to the head of the administrative improvement unit (if this mechanism is available). Likewise,
you can hire the services of external consultants.

B) DELIMITATION OF THE UNIVERSE OF STUDY

Those responsible for preparing the administrative manuals of an organization have to define and
delimit their work universe to be able to act in it; To do this, they must do:

PRELIMINARY STUDY

This step is essential to have a comprehensive understanding of the functions and activities carried out
in the area or areas where the action is going to take place. Based on it, the global strategy for
gathering information can be defined, identifying its sources , activities to be carried out, magnitude
and scope of the project, instruments required for the work and, in general, foreseeing the actions and
estimating the necessary resources. to carry out the study.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page25 of 56

Project Preparation

Once the preliminary elements have been collected to carry out the manual, the starting document
must be prepared to specify it, which must be made up of:

*Technical proposal (which must include):

-Background: account of all manuals or similar efforts prepared previously.
-Nature: type of manual that is intended to be produced.
-Justification: demonstration of the need to do it based on the advantages that it will bring to
the organization.
Objectives: achievements that are intended to be achieved.
-Actions: initiatives or activities necessary to achieve them.
-Results: benefits that are expected to be obtained in terms of improving the functioning of the
organization, its products and/or
services, organizational climate and relationships with the environment.
-Scope: application area covered by the study in terms of location in the organic and/or
territorial structure.
-Resources: human, material and technological requirements necessary to develop it.
- Cost : global and specific estimate of financial resources required for its execution.
-Strategy: fundamental route necessary to guide action resources and resource allocation.
-Complementary information: material and research that can serve as support elements.

c) WORK PROGRAM
-Identification: name of the manual.
-Responsible(s): unit or group that will be in charge of implementing the manual.
-Area(s): universe under study.
-Key: progressive number of estimated activities.
-Activities: specific steps that have to be taken to capture the information.
-Phases: definition of the sequential order to carry out the activities.
-Calendar: assigned dates for the start and end of each phase.
-Graphic representation: description of the program in tables and images .
-Format: presentation and receipt of the work program.
-Progress reports: monitoring of actions.
-Periodicity: time period available to report progress.

B) PRESENTATION OF THE PROJECT TO THE COMPETENT AUTHORITIES

a) PARTICIPANTS
To refine the content of the project, refine its parameters and determine its operational
viability, it is advisable to present it to:
*Area(s) that will be directly involved in your application, for which they have the obligation to
know the project in detail.
*Areas affected by the implementation of the project, since they will have to change or adapt.
*Area responsible for the management of economic resources, to quantify the cost of the
project more specifically.

b) RESPONSIBLE FOR YOUR AUTHORIZATION

Likewise, the project must be presented to the head of the organization or administrative unit
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page26 of 56

responsible for its execution, for approval.

Once authorized, the person in charge must make all hierarchical levels aware of the
organization's intention to prepare the manual, highlighting the benefits that will be obtained
from this effort, so that everyone provides their support during the development of the work.
Without this requirement, the work of integrating the manual would be seriously hampered.

C) Information Capture
As a first step in this stage, a list of the personnel who will participate in the survey must be
obtained, considering the magnitude and specifications of the work.
a) Staff training
Once the working group is formed, it must be trained, not only in terms of handling the
research media that will be used to collect information, but also in the entire process that will
be followed to prepare the manual.
Therefore, the participants must be made aware of the objective being pursued, as well as the
work methods adopted, scheduling of activities, documents that will be used (questionnaires,
formats, etc.), those responsible for the project, administrative units involved, inventory of
information to be captured and distribution of work to each person.
When the work group is large, it may be convenient to form subgroups, each coordinated by a
person in charge, who must be in charge of reviewing and standardizing the information.
It is advisable to carry out a study in a pilot area, to then compare and evaluate the results
obtained.

b) Collection of information
Compilation efforts must focus on recording facts that allow specific and truly useful
information to be known and analyzed for the manual, otherwise erroneous interpretations may
occur, which generates delays and waste of resources. Likewise, a discrimination criterion
must be applied, based on the objective of the study, and continually review and evaluate it to
maintain a uniform line of action.
This activity requires maintaining a constant relationship with the internal sources that issue
information, as well as with areas or organizations with another physical location.
To collect information in an agile and orderly manner, one or a combination of the following
collection techniques can be used:
Documentary research:
This technique allows the selection and analysis of those writings that contain data of interest
related to the manual. To do this, documents such as legal-administrative bases, official
journals, meeting minutes, circulars, official letters and all those that contain relevant
information for the study are studied.

D) INFORMATION INTEGRATION. Once the information on the areas involved in the study is
available, the data must be organized and systematized in order to prepare its analysis.

a) How to classify information

To facilitate the integration task, it is recommended that the information obtained be accessed
by computer equipment to safeguard it and facilitate its handling. For this purpose you can:

 Create directories, subdirectories and files to disaggregate them based on the division of
work.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page27 of 56

 Create databases or specific programs .

 Use packages according to the specific needs of the project.
 Combine the previous points to optimize results.

In parallel, folders must be opened with specific sections with the source documents of the
study, in which the information must be summarized by area, system, procedure, equipment,
policies, etc. It is advisable that the documents collected contain the approval of the person
providing the information.
It is also recommended that as data is collected on some aspect, it is concentrated on a
working document that can serve as a memory in the subsequent design of the project.

b) AREAS TO GROUP INFORMATION

Background.
The legal-administrative regulations that regulate the performance of the work must be taken
into account, how it has been attended to by the units responsible for doing it and what effect it
has had on other units, organizations, clients and/or users.
It is also appropriate, where appropriate, to consider the evolution or development of previous
organizational structures and the results obtained, which allows us to have a historical frame of
reference to better understand the current situation.

Current situation.
The following aspects are taken into account:

 Goals
 Organic structure Administrative rules and policies
 Features
 Procedures
 Legal-administrative instruments
 Equipment
 Working conditions
 Work environment

E) ANALYSIS OF THE INFORMATION

At this stage, a study or critical examination must be carried out on each of the information elements
or groups of data that were integrated with the purpose of knowing their nature, characteristics and
behavior , without losing sight of their relationship, interdependence or internal interaction and with the
environment , to obtain a diagnosis that reflects operational reality.

This study mechanics can follow the following sequence:

 Know
 Describe
 Break down
 Critically Examine
 Sort each element
 Define the relationships
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page28 of 56

 Identify and explain their behavior

A very effective approach when analyzing data is to adopt a questioning attitude and
systematically formulate six fundamental questionnaires:

 What work is done?

 What is it done for?
 Who does it?
 How is it done?
 What is it done with?
 When is made?

After obtaining clear and precise answers to each of the previous questions, they must, in turn,
be subjected to a new interrogation asking the question why? The new responses obtained will
set the tone for formulating the manual and administrative improvement measures.

a) SUPPORT TECHNIQUES FOR ANALYSIS

In this phase, it includes the technical resources that are used to study the information obtained
in order to know it in detail and determine specific action alternatives that allow optimal solutions
to be derived to achieve the desired results.
The analysis techniques that can be used in this phase are directly related to the origin of the
project, as well as to the technical information of the leader or person responsible depending on
the type of manual, feasibility for its application, availability of time, allocation of resources and
technical level of the working group.
This type of instrument can be used as support for the project or in the opposite direction,
following the implementation of an organizational change process that must culminate with the
edition of an administrative manual.
Among the techniques that are generally used to assist administrative analysis in this field, are
the following:
Organizational.

 Management by Objectives
 System analysis
 Cost-benefit analysis
 Structure analysis
 Decisions Tree
 Administrative audit
 Self appraisal
 Total quality control
 Feasibility study
 Viability study
 Benchmarking
 Organizational development
 Organizational reengineering
 Reorganization
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page29 of 56

Quantitative.

 Time series analysis

 Correlation
 Inventory models
 Integrated production models
 Sampling
 Numbers
 Index numbers
 Dynamic programming
 Linear programming
 Simulation
 Theory of queuing or waiting lines
 Graph theory
 Decision theory

F) PREPARATION OF THE MANUAL PROJECT

Once all the information in the manual is available, it will be integrated; For such an activity, it is
necessary to convene all participants in the presentation of the manual, to review the content and
presentation of each section.

a) Validation
The verified information from each administrative area or unit must be presented to the person
interviewed so that they can sign accordingly in a specific space for this objective; You must
verify that the information is complete and understandable.

b) STRUCTURATION
Once the information reviewed and signed by each area is gathered, those involved in the
presentation of the manual must meet to collate and integrate the final draft of the manual.

G) FORMULATION OF RECOMMENDATIONS
To select the most viable recommendations, their cost, resources necessary to apply them, and their
advantages and limitations are taken into account.

a) TYPES OF RECOMMENDATIONS
Maintenance : general preservation of the same organic structure, functions, systems,
procedures, personnel and forms.
Elimination: deletion of systems, replacement of forms, records and reports , total or partial
elimination of procedures, personnel withdrawals, disappearance of administrative areas or
units, etc.
Addition: introduction of a new system, increase in the number of operations in a certain
procedure, increase in personnel or programs, etc.
Combination: intersperse the order of application of work programs, combine the order of the
operations of a procedure, combine the use of widely used forms with new forms, etc.
Merger : grouping of areas, administrative units or people under the same command,
unification of forms, records and reports, etc.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page30 of 56

Modification: changes in procedures or operations, physical relocation of personnel,

equipment or facilities, redistribution of workloads, modification of forms, records, reports and
programs, etc.
Simplification: reduction of steps in a procedure, introduction of improvements in work
methods, simplification of forms, reports, records, programs, etc.
Exchange: redirection of functions, procedures, resources, personnel or work flow between
areas or organizations of the same group or sector.

c) ELABORATION OF THE REPORT

To deliver the results of the study, it is necessary to write a report , in which, in addition to
stating the reasons that led to obtaining them, it incorporates the strategic information of the
project that allows senior management to make timely and correct decisions.
The report generally consists of the following elements:
Introduction: it is the summary of the purpose, focus, limitations and work plan .
Main part or body: section where the facts, arguments and justifications are noted.

Conclusions and recommendations.

Appendices or annexes: inclusion of graphs , tables and other administrative analysis instruments that
are considered auxiliary elements to support the proposal and recommendations.

H) PRESENTATION OF THE MANUAL FOR APPROVAL

Once the manual has been properly structured, the project manager must submit it to the appropriate
authorities for approval; will convene its working group for the final review of the documentation to be
presented.

a) At management levels
It is recommended that this presentation start with a summary document derived from the
report, whose length is no longer than thirty pages, so that if it is analyzed, it requires a
minimum of time that leaves additional time for explanations, as well as for the exchange of
information. opinions.
If the time available is very short, the summary document can be delivered to the corresponding
authorities and the manual can be presented exclusively with the support of computer
equipment, sheets or audiovisual equipment, where the most relevant elements for the process
are highlighted. decision making .
The summary document can be subdivided into the following chapter:

 Introduction: brief description of the causes that generated the need to prepare the manual, the
coordination and employee participation mechanisms for its development, as well as the
purposes and general explanation of its content.
 Analysis of the organizational structure: presentation of the genesis and development of the
organization, that is, the most relevant changes, events and vicissitudes that it has faced in
whole or in part and that influenced the decision to prepare the manual.
 Diagnosis of the current situation: definition of the causes and/or problems that originated the
study and that justify the changes or modifications proposed in the manual.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page31 of 56

 Improvement proposals: presentation of alternatives for action for the organization, advantages
and disadvantages that may arise, implications of the changes, as well as the results
expected to be obtained with the manual.
 Implementation strategy: explanation of the successive steps or stages planned to put the
manual into practice and the administrative improvement measures derived from it. Likewise,
the way in which the changes would be made, anticipating the outstanding factors of action
of the areas, units, mechanisms and officials involved in the effort.
 Monitoring, control and evaluation: precision of the information mechanisms, control and
evaluation process, as well as the criteria and measures that could be taken in each case.
1.3.1 Teaching instruments.
NA
1.3.2 Evaluation instruments.
NA

1.4 SUGGESTED DIDACTIC AND EVALUATION INSTRUMENTS TO ENSURE

THE LEARNING OUTCOME OF THE UNIT.
NA
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page32 of 56

2 UNIT II: RISK ANALYSIS TECHNIQUES

Learning outcome.
Present a risk analysis report in the energy supply according to the Mosler Method:
1st Definition of risk
2nd Risk analysis
3rd Risk evolution
4th Risk Class Calculation

Present a risk analysis report on the supply of energy according to the Mixed Quantitative Method:

1st phase - Risk definition

2nd phase - Risk analysis
3rd phase - Risk assessment
4th phase - Risk classification

2.1 TOPIC 1 - MOSLER METHOD.

The method aims to identify, analyze and evaluate the factors that can influence the manifestation of a
risk, with the aim that the information obtained allows us to calculate the type of risk.

The method is sequential and each phase is based on the data obtained in the phases that precede it.

Its development is:

1st - Definition of risk.

2nd - Risk analysis.
3rd - Evolution of risk.
4th - Calculation of Risk Class.

1st phase – Risk definition .

This phase aims to identify the risk, delimiting its object and scope, to differentiate it from other risks.
The procedure to follow is by identifying its characteristic elements, these are:

- The good.
- The damage

2nd phase – Risk analysis.

In this phase we will proceed to calculate criteria that will later give us the evolution of the risk. The
procedure consists of:

a) Identification of the variables.

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page33 of 56

b) Analysis of the factors obtained from the variables and see to what extent they influence the
considered criterion, quantifying the results according to the Penta scale.

a) “F” Function criterion.

The negative consequences or damages can alter the activity in a different way:

very seriously 5
Seriously 4
Averagely 3
Slightly 2
Very slightly 1

b) “S” Substitution criterion.

The goods can be replaced:

Very difficult 5
Hardly 4
Without many difficulties 3
Easily 2
Very easily 1
c)- “P” Depth Criterion.

The disturbance and the psychological effects that they would produce would be of different degrees
due to their effects on the image.

Very serious disturbances. 5

Serious disturbances 4
Limited disturbances 3
Minor disturbances. 2
Very minor disturbances 1

d)- “E” Extension criterion.

The scope of the damages according to their breadth or extent can be:

International in scope. 5
National in nature. 4
Regional in nature. 3
Local in nature. 2
Individual in nature. 1

e) “A” Aggression criterion.

The probability that the risk will manifest is:

Very high 5
High 4
Normal 3
Low 2
Very low 1
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page34 of 56

F.- “V” Vulnerability criterion.

The probability of damage occurring is:

Very high 5
High 4
Normal 3
Low 2
Very low 1

3rd phase – Risk assessment.

Its purpose is to quantify the risk considered. The procedure to follow is made up of:
a) Calculation of the nature of risk “C”. To do this we will use the data obtained in the previous
phase, applying:

C = R&D

YO. = Importance of the event = F x S

D = Damage caused = P x E

b) Calculation of the probability “Pb”. For which we will use the data obtained in the second
phase, applying:

Pb = A x V

c) quantification of the risk considered. We will multiply the values obtained in a) and b):

ER = C x Pb

4th phase – Calculation of the risk class.

This class aims to classify the risk based on the value obtained in its evolution. This value will be
between 2 and 1,250 and applying the table indicated below we will have:

ER value Risk class

2 – 250 Very low

251 -500 Small
501 – 750 Normal
751 – 1,000 Large

2.1.1 Teaching instruments.

2.1
2.1.2 Evaluation instruments.
2.1

2.2 TOPIC 2 - MIXED QUANTITATIVE METHOD.

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page35 of 56

Its study must be divided into several consecutive stages, therefore we are also faced with a sequential
method.

This method has the particularity of abandoning the equal weighting of its factors, as occurred in the
Mosler method, while introducing quantitative procedures and consequently moving away from the
subjective influences that could excessively influence the previous method. The different phases of the
method are:

1st phase – Risk definition.

2nd phase – Risk analysis.
3rd phase – Risk assessment.
4th phase – Risk classification.

1st phase – Risk definition.

Its purpose is to identify the risk, delimiting its object and scope, to differentiate it from other risks. The
procedure to follow is the same as that used in the Mosler method and is based on the identification of
the characteristic elements of the risk, such as good and damage.

The identification, in turn, of these characteristic elements will be carried out through the description of
the valuable thing, the beneficial quality and the circumstances, for the good and the cause, the
manifestation and the negative consequences of the damage.

2nd phase – Risk Analysis.

This phase aims to determine the criteria that we will later evaluate in the next phase. The criteria to be
considered will be the following:

a)“P” Probability criterion.

We will measure the number of times that the analyzed risk can occur, therefore, it is a criterion closely
linked to the vulnerability of the property to suffering damage as a consequence of the studied risk.

b) “E” Exposure criterion.

This criterion takes into account the number of times the harmful agent can occur and the intensity that
it can act during these attacks, either due to remaining in contact with the property for a long time or
due to the aggressiveness of the harmful agent even if it remains in contact for a short time.

c) “C” Criterion of consequences.

Using this criterion, we will quantify in monetary units the potential damages and costs that could occur
if the analyzed risk materializes.

3rd phase – Risk assessment .

It is the process of assessing and weighing the criteria defined in the previous phase, that is, in this
phase we will quantify the probability, exposure and consequences.

a) Probability evaluation.

We will assign a parameter to the probability that will be greater than zero and less
or equal to ten, according to the probability table indicated below.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page36 of 56

It is noteworthy that although the concept of probability applied to this method is similar to the statistical
concept, its quantification is not, since in statistics we know that probability always oscillates between
zero and one, zero being when we are faced with absolute certainty of not occurrence of the event
studied and one when absolute certainty of occurrence occurs.

Graduation of probability Parameter to apply

Almost certainly occurs or is most likely to occur 10

It can occur 50 percent of the time 6
It is possible but unusual 3
Remotely possible 1
Conceivable although it has never happened 0.5
Practically impossible 0.1

b) Exhibition Evaluation.

In accordance with the concept of exposure, we will weight this parameter between zero and ten
according to the table detailed below:

Exposure grading Parameter to apply

Continuous (permanent) 10
Frequent (once a day) 6
Occasional (once a week) 3
Unusual (once a month) 2
Rare (a few times a year) 1
Very rare (once a year) 0.5

c) Evaluation of the consequence.

The consequence will be weighted between zero and one hundred, grading this assessment as
appropriate to the economic magnitude of the potential damages and costs. This method weights it
with a weight ten times greater than that assigned to probability or exposure.

We are going to take as a reference for irreparable damage the amount at which the budgetary flow to
address it could not be met in a financial year. We will understand that this limit will be set by the
exceptionality that it marks

Graduation of consequences Parameter to apply

Catastrophe.- Damage exceeding €1,800,000 100

Disaster.- Damage between €600,001 and €1,800,000 50
Very serious.- Damage between €200,001 and €600,000 25
Serious.- Damage between €60,001 and €200,000 15
Important.- Damage between €6,001 and €60,000 5
Perceptible.- Damage less than €6,000 1

Once the three criteria mentioned have been weighted and evaluated, the level of risk
“R” is given to us by the expression:

R=PxExC
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page37 of 56

4th phase – Risk classification.

According to the level of risk obtained, we will establish the following classification:

Risk level Risk classification

0 < R ≤ 20 Acceptable
20 < R ≤ 70 Possible
70 < R ≤ 200 Considerable
200 < R ≤ 400 High
400 < R ≤ 10,000 Very high

Corrective actions.

In each case it is advisable to carefully analyze the actions to be taken, which would be the following:

Risk classification Actions to take

Acceptable Maintain operation

Possible Control
Considerable Requires correction
High Immediate correction
Very high Consider elimination of the operation

As we adopt corrective decisions of an administrative nature (rules, procedures, etc.), protection

(surveillance, electronic means, etc.), or risk transfer (insurance, outsourcing), the values of the
analyzed criteria will decrease. and consequently the risk level “R” of the service studied will decrease.

We might think, at first, that the lower the value of “R” the better it would be for our administration, but
this is not the case, given that reducing the level of risk has a cost that is determined by the cost of the
“CM” means. " employees.

In addition to this cost, another relevant factor to take into account is the correction factor “FC”, which
measures the decrease in the risk level “R” that takes place when the means used come into action.
To help us make a decision about the optimization of the resources used, their cost and the degree of
risk correction, the justification formula “J” is used, where:

J = R / (CM x FC)

According to the following table to quantify the cost of the media. For them, it must be based on the
assessment of the economic effort involved in the implementation of the measures. In this sense, it will
depend on the specific economic circumstances in which the Administration finds itself, in the current
case with hardly any room for maneuver to provide resources for measures that involve current
spending. Although the situation is better when they involve investment.

The following table establishes for the entire organization:

Graduation of the cost of the “CM” media Parameter to apply

More than 450,000 10

Between 82,501 and 450,000 6
Between 15,001 and 82,500 4
Between 2,501 and 15,000 3
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page38 of 56

Between 451 and 2,500 1

Less than 450 0.5

Graduation of the correction factor “FC” Parameter to apply

Eliminate 100 percent of risk 1

Between 100 and 75 percent 2
Between 75 and 50 percent 3
Between 50 and 25 percent 4
Less than 25 percent 6

With all the parameters already defined and quantified, we can calculate the Justification formula “J”
and in fiction of the values obtained we could affirm with the convenient adaptation to public policy on
the matter:

Justification level “J” Decision

0 ≤ J < 10 No corrective actions are justified.

10 ≤ J < 20 Doubt area, check C and FC
20 ≤ J Justify the action proposals.

2.2.1 Teaching instruments.

2.2
2.2.2 Evaluation instruments.
2.2

2.3 SUGGESTED DIDACTIC AND EVALUATION INSTRUMENTS TO ENSURE

THE LEARNING OUTCOME OF THE UNIT.
NA
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page39 of 56

3 UNIT III: CONTINGENCY PROTOCOL TO RESTORE THE

SERVICES IN CHARGE OF MAINTENANCE.
Learning Outcome
Prepare a report that describes the elements that define a contingency: Identification of the
scenario, Operational Objectives, Measures to be adopted, Investigation, Conclusions.

Contingency Plan in case of interruption to ensure the energy supply that contemplates the
following points.

a) Scenario Identification
b) Operational Objectives
c) Measures to be taken
d) Investigation
e) Conclusions

3.1 TOPIC 1 - ELEMENTS OF A CONTINGENCY.

Contingency plans can be defined as alternative plans that can be put into practice when certain key
events do not occur as expected. Only areas that have true priority require the security of contingency
plans. Strategists cannot and should not try to cover all bases, planning for all possible contingencies.

When strategy evaluation activities quickly reveal the need for major change, the appropriate
contingency plan can be executed in a timely manner. Contingency plans can improve the strategist's
ability to respond quickly to key changes in the internal and external foundations of the organization's
current strategy. For example, if basic assumptions about the economy turn out to be wrong and
contingency plans are already in place, managers can make appropriate changes early. Too many
organizations prepare contingency plans only for adverse circumstances, which is a serious mistake,
because both reducing threats and capitalizing on opportunities can improve the competitive position of
companies.

Thus, within this framework, it is a fundamental or mandatory task of the internal audit to verify the
existence of contingency plans, actively participate in their preparation, and monitor their
implementation when warning signals are given.

Effective contingency planning consists of a seven-step process, which are:

1. Identify positive and negative events that could derail the strategy(s) (or endanger the
continuity of the company).

2. Specify trigger points. It must be calculated more or less when contingencies could arise.

3. Evaluate the impact of each contingency. The possible benefit or harm of each contingency
must be estimated.

4. Prepare contingency plans. Ensuring that contingency plans are compatible with the present
strategy and that they are economically feasible.

5. Evaluate the counter impact of each contingency plan. Which means, estimating to what extent
each contingency plan will capitalize or cancel its corresponding contingency. In this way,
doing so will quantify the potential value of each contingency plan.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page40 of 56

6. Determine the first warning signs of key contingencies.

7. In the case of contingencies that send early and safe warning signals, action plans must be
developed to take advantage of the maneuver time they offer.

Thus, contingency plans for changes in economic and climatic conditions, computer disasters, death or
departure of key officials, attacks, breakdown of machinery, strikes, political changes, among many
others, must be developed as appropriate to the type of activities.

3.1.1 Teaching instruments.

NA
3.1.2 Evaluation instruments.
NA

3.2 TOPIC 2 - CONTINGENCY PLANS.

Resumption of activities in the face of a calamity can be one of the most difficult situations an
organization must face. After a disaster, there may be no possibility of returning to the workplace or
none of the usual resources available. It is even possible that not all staff can be counted on.
Preparation is the key to success in facing problems .

There is no affordable way to fully protect against all types of risks , particularly large- scale natural
hazards that can devastate large areas. As a consequence, some residual risk always has to be
tolerated. The decision about the scope of the disaster to prepare for must be made at the highest
levels of the company. For example, most companies implement a strategy that protects against local
disasters, but few cover disasters at the national or even international level. Likewise, organizations
that have two or more sites may have a recovery strategy that works if one site is destroyed or
damaged, but not if multiple sites are destroyed or damaged at the same time.

A contingency plan is the process of determining what to do if a disaster strikes the company and the
network and systems need to be recovered.

Unfortunately, a contingency plan is like exercise and diet: easier to think about than to do. With the
amount of work that most managers have, the contingency plan tends to be left for a later occasion.
One of the problems associated with the contingency plan is knowing where to start.

METHODOLOGY FOR THE CONTINGENCY PLAN

Designing and implementing a disaster recovery contingency plan is not an easy task; It can involve
considerable effort and expense , especially if you are starting from scratch. A solution includes the
following activities:

1. It must be designed and prepared according to the needs of the company.

2. It may require the construction or adaptation of a site for computing equipment.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page41 of 56

3. It will require the development and testing of many new procedures, and these must be
compatible with existing operations. Staff from many different departments will be involved and
must work together when the solution is developed and implemented.
4. It will involve a trade-off between cost , speed of recovery, extent of recovery, and scope of
disasters covered. .

As with any design project , a structured approach helps ensure that all of these factors are taken into
account and addressed appropriately.

Below are the main activities required for planning and implementing a disaster recovery capability.

1. Risk identification
2. risk assessment
3. Prioritizing Applications
4. Establishment of recovery requirements
5. Preparation of documentation
6. Verification and implementation of the plan
7. Distribution and maintenance of the plan

1. Risk identification

The first phase of the contingency plan, the risk analysis, places us in the place of an advisor to an
insurance company. In this phase, the concern is related to three simple questions: what is at risk?
What can go wrong? and what is the probability of it happening?

2. Risk assessment

It is the process of determining the cost to the organization of suffering a disaster that affects its
activity. If a flood prevented business activity for five days, the company would lose five days of sales ,
in addition to the physical deterioration of buildings and inventory. For computer systems, the primary
concern is understanding the amount of financial loss that disruption of services, including those based
on networks, can cause.

For example, if the company advertises through or conducts business on the Internet , what is the cost
of having the web server disabled? If the network over which ordering occurs is down, or if the
inventory control system uses the network, what is the impact on the company's productivity ?

The costs of a disaster can be classified into the following categories:

 Actual costs of replacing the computer system

 Costs due to lack of production .
 Lost business costs
 Reputation costs.

The actual cost of equipment and software is easy to calculate, and depends on whether you have a
good inventory of all the necessary network components.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page42 of 56

Production costs can be determined by measuring the generated production associated with the
network. The company has a correct assessment of the amount of work performed daily and its relative
value . The production loss, due to network interruption, can be calculated using this information.

Lost business costs are the revenue lost by sales and marketing organizations when the network is
unavailable. If the ordering system is down and the company is only able to process 25% of the usual
daily sales volume, then 75% of that sales volume has been lost.

Reputation costs are more difficult to assess, yet it is advisable to include them in the assessment.
These costs occur when customers lose trust in the company and take their business elsewhere.
Reputation costs increase when delays in service to customers are longer or more frequent.

3. Prioritization in applications

After a disaster occurs and systems recovery begins, you must know which applications to recover
first. There's no need to waste time restoring the wrong data and systems when the business needs its
critical applications first.

This implies the need to determine in advance what the fundamental applications of the business are.
If your company is like most, you will have "very important" applications depending on who you ask.
The human resources department will claim that the payroll system is the most important, the sales
department will say that it is their order entry system, the production department will insist on their
inventory control, and the purchasing department will assign the most important role. important to your
billing system. Unfortunately, not all of these systems may be the most important; Therefore, it is
essential that management help determine the order in which systems will be recovered.

It is to be hoped that this information will be readily accepted by all department heads. Regardless, the
contingency plan should include the list of systems and their priority. This section of the plan should be
signed off by management to minimize disagreements.

Once it is known what is to be restored, everything necessary for the availability of such applications
should be available. An application system on a network is made up of the server systems, where the
applications store their data, the workstation systems that process them, the printers or faxes used for
input/output, the network that interconnects everything, and the software of the applications. Client
/server or distributed applications add an extra level of complexity by requiring different parts of the
application to reside on separate machines .

You may be tempted to build more infrastructure than is necessary for higher-priority applications. For
example, if your network currently has 50 workstations, you can immediately begin work on rebuilding
all 50 workstations. However, if your highest-priority applications only require five workstations, you
should stop rebuilding the workstations once the number of five is reached and focus your efforts on
getting the application up and running. It is much better to try to get a small system to work, rather than
a larger one, and you will save a lot of time in the process. In fact, when you are prioritizing
applications along with steering, you can also benefit from determining the minimum number of
workstations needed to have the system accessible. The size of the network can always be increased
later once the system is up and running.

4. Establishment of recovery requirements

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page43 of 56

The key to this phase of the migration plan development process is to define an acceptable and
feasible period of time to get the network up and running again. As stated in the previous section, the
basic concern should be to have the most important applications first. The organization's senior staff
will want to know when their applications will be up and running to plan the company's activities.

It is very important to allow yourself an adequate amount of time and not make unrealistic estimates of
your own possibilities. It is no one's wish to have a bunch of people around waiting for the completion
of recovery operations; A distraction of this type is likely to disrupt work.

5. Preparation of documentation

Creating a document that many people can refer to is perhaps the most difficult part of the contingency
plan. Don't kid yourself: it will involve significant effort for some people, but it will help you learn things
about the system and may one day save the company.

The resources needed to write and maintain a contingency plan represent more than what can be
accomplished in free time and after office hours. The organization's management must support the
initiative for it to be a success. One of the problems with contingency planning in a communications
environment is that network technology changes so rapidly that it is difficult to stay up to date. This
includes new devices as well as new application systems that introduce their own level of complexity to
this field.

Given the fact that network technology evolves so rapidly, updating the contingency plan should be
planned periodically, for example once a year. Although writing the initial plan will involve a lot of work,
once the plan is in place, updates are relatively easy.

5.1. Content of the contingency plan

The contingency plan should attempt to define the following five areas:

1. Notification lists, phone numbers, maps and addresses

2. Priorities, responsibilities, relationships and procedures
3. Information on acquisitions and purchases
4. Facility diagrams
5. Systems, configurations, and tape backups

Make sure you know who to notify first when a disaster occurs. For example, if there is a fire, call the
fire department first and then the general manager. There may be other identified people or
organizations with special characteristics or knowledge that can help minimize the damage . If you
don't have up-to-date phone numbers or addresses, you can have a very difficult time contacting
affected people.

Maps showing the locations of the temporary operations center and the offsite facility can save a lot of
time. It may also be useful to show alternative access routes in case the main routes are not available.

When you first begin to think about how to respond to a disaster, you need to focus on your
established priorities. Time goes by; The work should begin by immediately recovering the highest
priority applications. People should have precise instructions and responsibilities. The relationship
between tasks should be documented so that any bottlenecks that may arise can be identified. Finally,
the operations and tasks that show the necessary installation and recovery tasks should be included in
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page44 of 56

detail, and they should be easy to read and follow. The telephone numbers of assistance organizations
that may be required should also be included here.

6. Verification and implementation of the plan

Once the plan is written, it must be tested. You have to be sure that the plan is going to work. To do
this, you must be skeptical about your own work, so that you can prove to yourself that it works.
Psychologically, this is not easy because in all likelihood a great deal of time and personal energy has
been invested in this process, although it would be best, if possible, to be impartial to the reliability of
the plan. Therefore, testing should be done to find problems, not to verify that the plan works. If there
are errors in the information, make note of them and correct the plan.

7. Distribution and maintenance of the plan

Finally, when you have a final, verified plan, it is necessary to distribute it to the people who need to
have it. Try to control the versions of the plan, so that there is no confusion with multiple versions.
Likewise, it is necessary to ensure the availability of extra copies of the plan for deposit at the outside
facility or anywhere other than the workplace. Keep a list of all people and locations that have a copy of
the plan. When the plan is updated, replace all copies and collect previous versions.

Maintaining the plan is a simple process. It begins with a review of the existing plan and examines it in
its entirety, making changes to any information that may have changed. At that point, the application
systems should be re-evaluated and determined which are most important to the organization.
Modifications to this part of the plan will cause consecutive modifications to the recovery procedures.
However, this should not be seen as a problem because the procedures section will probably have to
be updated anyway due to other changes. If modifications have been made to the backup system, be
sure to include information about the operation of the new or updated system.

This process will take time, but it has some valuable benefits that will be felt even if they never have to
be used. More people will know the network. This will provide the organization with a broader technical
foundation to properly maintain the network. It will also facilitate the growth of a global perspective on
the network within the core information systems administrators and may help identify future or current
areas of conflict. One of the most difficult aspects in any distributed work, such as LAN management
and administration , is to make the current situation known. Maintaining and verifying a migration plan
will help such communication occur within the organization.

3.2.1 Teaching instruments.

NA
3.2.2 Evaluation instruments.
NA
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page45 of 56

3.3 SUGGESTED DIDACTIC AND EVALUATION INSTRUMENTS TO ENSURE

THE LEARNING OUTCOME OF THE UNIT.
Teaching instrument 3.1 and evaluation instrument 3.1

4 UNIT IV: SERVICE MANAGEMENT.

Learning Outcome
It will prepare a list of requirements to hire a support service that ensures the continuity of the energy
supply.
It will prepare a list of elements necessary to make a support service policy effective that ensures the
continuity of the energy supply.

4.1 TOPIC 1 - CONDITIONS FOR CONTRACTING SERVICES FROM THIRD

PARTIES.

1. Objective

The procedure for the evaluation of conformity, hereinafter PEC, establishes, within the standardization
scheme; certification of products and systems, included within the framework of the Federal Law on
Metrology and Standardization and its Regulations, the methodology that facilitates and guides the
Verification Units (UV) and the users of the Official Mexican Standard NOM-001-SEDE- 1999,
"Electrical installations (use)", hereinafter NOM, compliance with the technical requirements for
installations intended for the use of electrical energy, in order to offer adequate conditions of service
and safety for people and their property.

2. References

For the correct application of this procedure, it is necessary to consult the following current documents:
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page46 of 56

 Federal Law on Metrology and Standardization (LFSMN) and its Regulations (RLFSMN)
 Law of the Public Service of Electric Energy (LSPEE) and its Regulations (RLSPEE)
 Official Mexican Standard NOM-001-SEDE-1999, "Electrical installations (use)" (NOM)
 NMX-CC-16-1993/ISO-IEC-39, "General requirements for accreditation of verification units"

3. General provisions

3.1. The mandatory provisions indicated in this PEC are characterized by the use of the word "must" or
by being conjugated in the future tense.

3.2. In the electrical installations referred to in the NOM, the use of materials and equipment that
comply with official Mexican standards will be accepted; In the absence of these, with Mexican
standards and if these do not exist, with international standards. In the event of not having the
aforementioned standards, with the manufacturer's specifications.

The materials and equipment of electrical installations subject to compliance indicated in the previous
paragraph, with official Mexican standards, Mexican standards or international standards, must have a
certificate issued by an accredited and approved product certification body.

If there is no official Mexican standard or Mexican standard applicable to the product in question, the
opinion of a testing laboratory that has determined the degree of compliance with the international
technical specifications, those of the country of origin or in the absence of these may be required. ,
those of the manufacturer.

Materials and equipment that comply with the provisions established in the previous paragraphs are
considered approved for the purposes of this NOM.

For the purposes of this PEC, the following definitions are established:

Circumstantial record: Document issued in each of the verification visits in which at least the
following will be recorded: time, day, month and year in which the procedure begins and concludes;
street, number, town or neighborhood, municipality or delegation, postal code and federal entity in
which the place where the visit is carried out is located; number and date of the commission letter that
motivated it; name and position of the person with whom the transaction was conducted; name and
address of the people who served as witnesses; data relating to the performance; statement of the
visited person, if they wish to make it, and the name and signature of those who participated in the
procedure, including those who carried it out.

Competent authority: Ministry of Energy; General Directorate of LP Gas and Electrical Installations in
accordance with its powers, hereinafter DGGIE-SE.

Verification Report: Document issued and signed under its responsibility by the UV in which it
summarizes the result of the verification carried out during its visit to the electrical installation to
evaluate conformity with the NOM, in accordance with the provisions of article 85 of the LFSMN.

Conformity evaluation: Determination of the degree of compliance with the Official Mexican Standard
NOM-001-SEDE-1999, "Electrical installations (use)". It includes, among others, sampling, testing,
calibration, certification and verification procedures.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page47 of 56

Technical report: Document that includes lists of observations to the project and the electrical
installations based on the NOM.

Verification Unit (UV): The physical or legal person that carries out verification acts, duly accredited
and approved to verify compliance with the Official Mexican Standard NOM-001-SEDE-1999,
"Electrical installations (use)", in accordance with the provided in the LFSMN.

4. Procedures

The user or their legal representative may request the evaluation of conformity with the NOM, at the
UV of their preference, when required to comply with legal provisions or for other purposes of their own
interest. Electrical energy users are recommended to carry out periodic evaluations of their facilities to
check their compliance with the standards.

4.1. The UV selected by the user must not have, during the verification process, any commercial
relationship or be an employee of the owner, the user, the builder, the designer of the installation to be
verified, or the supplier, to avoid a conflict of interests.

4.2. Once the verification request is received, the UV, in common agreement with the user requesting
the service, will establish the terms and conditions of the verification work.

4.3. The verification may be carried out by stages of a construction project, modules, parts or
extensions of an electrical installation. This situation must be indicated in the detailed minutes, limiting
the scope and circumstances of the verification.

4.4. The specific moment in which this is carried out is considered a verification visit. In which it is
visually verified that the installations comply with the provisions of the Mexican Official Standard NOM-
001-SEDE-1999, "Electrical installations (use)".

4.5. When, during a verification visit, non-compliance with the Mexican Official Standard is found, this
fact will be recorded in the detailed report and the user will be notified so that they can proceed within
the period indicated in the detailed report to make the corrections. Once the corrective actions have
been executed, the user may request a new verification visit.

4.6. The user may make observations during the verification visit and offer evidence to the UV at the
time or in writing within a period of five business days following the date on which it was lifted.

4.7. The Verification Report must be supported by detailed minutes and technical reports in which the
details, circumstances and results of the tests carried out on the electrical installation are indicated.

4.8. The UV will deliver to the user who contracted its services, the original and a copy of the
Verification Report. The user will deliver the original of the Verification Report to the electricity supplier
so that it can provide the service, in accordance with the provisions of article 28 of the Public Electricity
Service Law. The Verification Report must be prepared in the format indicated in Annex A.

4.9. The verification work concludes with the delivery of the Verification Report to the user. As the
installation complies with the Official Mexican Standard, if there are non-conformities at the end of the
verification work, these will be recorded in a detailed report.

5. Specific technical aspects of the project to verify

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page48 of 56

5.1. To carry out the verification, the user must present to the Verification Unit project drawings of the
facilities, which must contain the necessary information to verify compliance with the provisions
indicated in the applicable official Mexican standards. The drawings will indicate at least one diagram
showing the details of the feeders (Single line diagram) and branch circuits. The Diagram must show
the area in square meters of the building or other structure fed by each feeder; the total connected load
before applying demand factors; the demand factors applied; the load calculated after applying the
demand factors; and the type, nominal size and length of the conductors used and the conduits. In
addition, it must show the rated capacity or setting and the minimum required interrupting current of the
required overcurrent protection devices. The presentation of the information that supports the
specifications of electrical products to be used in the facilities and the verification of the project will
facilitate the physical review of the facilities to issue the Compliance Report with the applicable
regulatory provisions.

5.2. In areas where easily flammable (classified) solid, liquid or gaseous substances are processed or
stored, the Opinion issued by the UV must include a list of the classified areas in accordance with the
provisions of the NOM. The user must submit to the UV drawings of the classified areas indicating the
limits in plan views and transversal and longitudinal sections, so that the provisions applicable to each
classification can be objectively verified. The classification of the areas must be done by qualified
people, under the responsibility of the user, taking into account the information contained in the NOM
and other applicable legal provisions.

5.3. The verification visit to the facilities must be carried out based on the project presented by the user
and its compliance with the NOM verified. Documentary and physical verification must include, but not
be limited to, the following concepts:

5.3.1. Pipes and accessories

a) Approved product

b) Type and material

c) Nominal size (dimensions)

d) Mechanical and electrical continuity, if applicable

e) Supports and accessories

f) Grounding

5.3.2. Conductors and their insulation

a) Approved product

b) Conductor material

c) Type and temperature of insulation

d) Nominal size (mm2)

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page49 of 56

e) Color code

f) Identification

g) Connections

5.3.3. Protections, disconnects and enclosures

a) Approved product

b) Identification

c) Nominal electrical voltage

d) Rated current or trip setting

e) Interrupting current or interrupting capacity

f) Grounding

5.3.4. Electrical equipment and its enclosures

a) Approved product

b) Identification

c) Nominal load

d) Nominal electrical voltage

e) Grounding

5.3.5. Substation Locations

a) Safety spaces

b) Access

c) Safety equipment

d) Grounding
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page50 of 56

e) Land network

f) Lighting

5.3.6. Facility testing

a) Insulation resistance of conductors

b) Electrical continuity of metal enclosures and conduits

c) Resistance of artificial electrodes and the ground network

d) Polarity of the connections

e) Operation of protections and equipment

6. Miscellaneous

6.1. The UV Verification Reports will be recognized by the Ministry of Energy.

6.2. The approved Verification Units can be consulted in the lists issued by the Ministry of Commerce
and Industrial Development and on the website of the Ministry of Energy, via the Internet, at the
following address: www.energia.gob.mx, section "services and procedures".

6.3. The violation of any of the provisions established in this Conformity Assessment Procedure, as
well as the provisions of articles 112, 112-A; 118 sections I, II and III and 119 sections I to IV of the
LFSMN, will motivate the fine, suspension or revocation of the approval of the UV.

6.4. The expenses arising from verification services, due to conformity assessment acts, will be borne
by the user in accordance with the provisions of article 91 of the LFSMN.

7. Documentation

7.1. The UV must deliver or send to the DGGIE-SE Parties Office, within the first twenty days following
the expiration of each quarter of the calendar year, a report of Verification Opinions issued in the
period, in the format indicated in the Annex B.

7.2. The UV must keep records of service requests received and verification service contracts entered
into.

7.3. The UVs must keep records of the following documents that will provide objective evidence for
administrative and legal purposes for five years for clarifications or audits.

a) Requests for verification services

b) Verification service contracts

 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page51 of 56

c) Circulated minutes, technical reports and test reports

d) Verification Opinions

The records must be kept in the active file available at the UV address, for at least two years from their
date of issue, at the end of which they can be sent to the passive file, but in any case, they must be
kept in the aforementioned passive archive, at least three years, before being able to proceed with its
destruction.

4.1.1 Teaching instruments.

NA
4.1.2 Evaluation instruments.
NA

4.2 TOPIC 2- MANAGEMENT OF EQUIPMENT POLICIES AND WARRANTIES.

1. Objective
The purpose of this Official Mexican Standard is to establish: the minimum elements and
requirements of commercial information; and, the minimum content of the adhesion contracts, if they
are used, and guarantees, if they are offered, to which the suppliers indicated in section 2, Field of
Application, must adhere so that consumers have clear and sufficient information to make the most
appropriate decision for their needs.
2. Field of application
2.1 This Official Mexican Standard is of general observance in the Mexican Republic and is
applicable to the following suppliers: dry cleaning, laundry, ironing and similar; vehicle repair and/or
maintenance; repair and/or maintenance of household or gas-based appliances; physical
beautification; social events; vehicle leasing; photographic, photographic laboratory and video
recording; renovation and maintenance of buildings and furniture found therein; graduation packages;
job training and technical training without recognition of official validity; and quality consulting.
2.2 This Official Mexican Standard is not applicable to the provision of services excluded from the
provisions of the Federal Consumer Protection Law.

3. Definitions
For the purposes of this Official Mexican Standard, consumer, adhesion contract and supplier are
understood to be what the Federal Consumer Protection Law provides for this purpose.

3.1 Advance
The amount of money that the consumer gives to the provider as an advance of the total amount to
be paid for the provision of the service.
3.2 Gas-based appliance
To the article for domestic use or similar that is used for well-being in the home, which requires, for
its operation, natural gas or LP.
3.3 Household appliance
Electrical product with or without heating elements or operated by motor or electromagnetically
driven, to support domestic activities within the home.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page52 of 56

3.4 Diagnosis
The review process carried out by the supplier, in the case of repair and maintenance, to determine
the state of the good and its mechanical, electrical or electronic functioning or other parts or
components of said good and propose its repair or, in If applicable, the corresponding maintenance.
3.5 Establishment
To the commercial premises open to the general public, where the supplier offers or provides
services to the consumer.
3.6 Warranty
It is the obligation assumed by the provider to protect the consumer during a certain period against
deficiencies derived from the service provided.
3.7 Law
To the Federal Consumer Protection Law
3.8 NOM
To this Official Mexican Standard.
3.9 Service package
The set of services that are agreed upon between the provider and the consumer for a specific
purpose and a specific price.
3.10 Attorney's Office
To the Federal Consumer Prosecutor's Office.
3.11 Insurance
Contract concluded between the supplier and an insurance company, in which the latter is obligated
through a premium to compensate for damage due to an incident provided for in the contract. The
insurance contract is the policy in which the rights and obligations of the parties are contained.
3.12 Services
Set of economic activities aimed at satisfying consumer needs.
3.13 Repair and/or maintenance services
To maintenance and/or repair operations that require the use of materials, parts and/or spare parts
and labor, carried out by the supplier to preserve or restore the conditions and operation of an asset in
exchange for a specific price.

4. From information to the consumer

4.1 The provider will inform the consumer of the characteristics, specifications and duration of the
service and, if offered, the good or goods that would be delivered to the consumer as a consequence
of the service provided.
4.2 The supplier will make information available to the consumer about the days and hours of
service to the public.
4.3 In accordance with the provisions of the Law, when a service is offered with any promotion,
offer or discount, the provider will inform the consumer in writing of the requirements, conditions and
validity of the same, as well as the way in which they can make use of them. they.
4.4 In the event that the services are provided at the address indicated by the consumer, the
provider will warn of variations in their cost and of possible circumstances that may imply a risk for the
adequate provision of the service.
4.5 Specify the form and means of payment for the services, indicating whether the consumer
requires an advance payment to order the service and, if applicable, the mechanism for
reimbursement. In the case of credit operations, the provisions of the corresponding chapter of the Law
will be followed.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page53 of 56

4.6 Responsibility, if applicable, for the loss of objects left inside the property to be repaired when
these have been notified and placed under safekeeping at the time of receipt of the property subject to
repair and/or maintenance.
4.7 When a diagnosis of the good is required prior to providing the service, the supplier will provide
the consumer with the following information:
a) The characteristics and purpose of the diagnosis and, where applicable, its cost.
b) The maximum period for carrying out the diagnosis; date of issue, name and signature of the
person who made the diagnosis.
c) The risks, if applicable, to which the property is exposed, and the degree of responsibility of each
of the parties.

5. Adhesion contracts
The registration with the Federal Consumer Prosecutor's Office of the adhesion contract models
that, where appropriate, are used by the providers of the following services, is not mandatory: 1)
Physical beautification, 2) Photographic, photographic laboratory and recording on video, 3)
Graduation packages,
4) Training for work and technical training, without recognition of official validity, and 5) Consulting on
quality matters.
5.1 The adhesion contracts that, where appropriate, are used by the providers of the following
services:
1) Dry cleaning, laundry, ironing and similar; 2) Vehicle repair and/or maintenance; 3) Repair and/or
maintenance of household or gas-based appliances; 4) Social events; 5) Leasing of vehicles, and 6)
Renovation and maintenance of buildings and furniture found therein; They must be registered with the
Attorney General's Office and indicate, at least, the following:
5.1.1 Be held in national currency, without prejudice to the fact that it may also be held in foreign
currency, in accordance with the Monetary Law of the United Mexican States.
5.1.2 Date and registration number of the adhesion contract granted by the Attorney General's
Office.
5.1.3 Name, name or company name, tax address, telephone number and federal taxpayer
registration of the supplier and, where applicable, registration number in the Mexican Business
Information System and email.
5.1.4 Name, address and, where applicable, federal taxpayer registry of the consumer, telephone
number and email address.
5.1.5 Description of the object of the contract, as well as the concepts, unit prices and total amount
to be paid for the service provided and, where applicable, reference, code and/or model.
5.1.6 Place, date and time for the reception, provision and conclusion of the service, as well as,
where appropriate, the delivery of the goods to the consumer.
5.1.7 Form and means of payment, total amount to be paid, including the number and amount of
partial payments, interest, commissions and corresponding charges, including those set for advance
payments or cancellation, breaking down the various concepts that comprise them, including Value
Added Tax, insurance and additional or extraordinary charges.
5.1.8 If applicable, specify the amount and date of the advance paid to begin the provision of the
service.
If the nature of the service provision does not allow determining the total amount to be paid, the way
to determine it will be established.
5.1.9 Credit operations are subject to the provisions of the corresponding chapter of the Law.
5.1.10 Where applicable, the goods that are generated and delivered to the consumer as a result of
the provision of the service.
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page54 of 56

5.1.11 Guarantees offered, if applicable, and the mechanisms through which the consumer can
present their complaint, claim or disagreement, as well as the places and hours of service.
5.1.12 Where applicable, and without prejudice to what is established in the Law, the mechanisms
and deadlines available to the consumer to cancel the operation, or to request any change in the place
or time originally agreed for the provision of the service, without any shame for him.
5.1.13 Causes for rescission, cancellation and termination of the contract.
5.1.14 The conventional penalties to which the parties are equally entitled for failure to comply with
their contractual obligations.
5.1.15 Establish a place of payment within the national territory, without prejudice to the possibility
of specifying one or more places abroad, so that the consumer can choose to settle their payments in
any of them.
5.1.16 List of the rights and obligations of the parties, indicating the terms and conditions stipulated
for the provision of the service.
5.1.17 Instances, procedures and mechanisms for handling complaints, indicating the places, days
and hours of customer service.
5.1.18 If applicable, indicate the existence of an insurance policy to cover the consumer for damage
or loss of property.
5.1.19 In addition to the provisions of sections 5.1 to 5.1.18 of this NOM, the adhesion contracts for
the provision of repair and/or maintenance services must contemplate:
5.1.19.1 The general characteristics of the property being repaired and/or maintained.
5.1.19.2 The general conditions of the good that the service provider receives, specifying its
condition, including special accessories.
5.1.19.3 The responsibility of the supplier for partial damage or total loss attributable to him, which
is caused to the consumer's goods while they are under his protection, or as a consequence of the
provision of the service, in the terms provided by the Law and others. applicable legal regulations.
5.1.19.4 Mention, when the supplier approves, that the consumer will supply the parts, spare parts
or materials required for the provision of the repair and/or maintenance service of the good.
5.1.19.5 Point out that the supplier must provide the consumer, at the time of delivering the good,
the parts or spare parts that it replaces for the repair and/or maintenance service carried out on it,
unless:
a) The consumer expresses the opposite.
b) Parts, spare parts or other materials are changed under warranty use.
c) It is waste considered dangerous in accordance with the applicable legal provisions.
5.1.19.6 The period that the consumer has to collect the good that is the object of the service,
specifying the conditions and, where appropriate, the costs to collect the good once this period has
elapsed, which will be subject to the applicable legislation.
5.1.19.7 Mention the parts, spare parts and materials that are necessary for the provision of the
service.
5.1.19.8 The consumer may demand from suppliers and companies that use information for
marketing or advertising purposes that the information relating to him/her is not transferred or
transmitted to third parties, nor that advertising about goods or services be sent to him/her; Your
statement must be signed or initialed in the clause visible to the naked eye on the front of the adhesion
contract, if used, or in a document for this purpose.

6. Of the guarantees
6.1 Without prejudice to the provisions of the Law, the guarantees offered by the supplier, if
applicable, must comply with the following:
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page55 of 56

6.2 Be written in Spanish in understandable and legible terms, without prejudice to the fact that they
may also be expressed in one or more other languages.
They can be presented in electronic, optical or any other technology.
6.3 If the provision of the service has a guarantee, this must be included in the contract, service
order or respective payment receipt.
6.4 The guarantee must express the following:
6.4.1 The terms, conditions, coverage, validity and procedures to make it valid.
6.4.2 Establishment or establishments where the guarantee may be required, in accordance with
article 79 of the Law.
6.4.3 The coverage of expenses incurred by the consumer to achieve compliance with the
guarantee at an address other than the one indicated.
6.5 In addition to complying with the provisions of paragraphs 6.1, 6.2, 6.3, 6.4 and subsections of
this Official Mexican Standard, the guarantees granted in the provision of repair and/or maintenance
services must:
6.5.1 Mention that the time taken to repair and/or maintain the property under the protection of the
warranty is not computable within the term of the warranty.
6.5.2 Indicate that the supplier is responsible for partial or total breakdowns, damages or losses,
attributable to it, that the consumer's property suffers while it is under its responsibility to carry out
compliance with the guarantee granted.

4.2.1 Teaching instruments.

NA
4.2.2 Evaluation instruments.
NA

4.3 SUGGESTED DIDACTIC AND EVALUATION INSTRUMENTS TO ENSURE

THE LEARNING OUTCOME OF THE UNIT.
Teaching instrument 4.1 and evaluation instrument 4.1
 TECHNOLOGICAL UNIVERSITY OF QUERÉTARO
INDUSTRIAL MAINTENANCE ENGINEERING
SUBJECT MANUAL
Subject: Operation and Maintenance Protocols Review: 0
Semester : First Curriculum: 2009 Page56 of 56

5 BIBLIOGRAPHICAL SOURCES.
5.1 Suggested.

Author Year Document title City Country Editorial

Garcia- (2005) Analysis and evaluation Madrid Spain www.inap.map.es
Belenger of risks
AON Gil y (2005) Risk Management in Madrid Spain www.cartalocal.es
Carvajal Local Administration
MGA Torres (1996) Manual to Prepare Mexico Mexico Panorama.
Policy and Procedure
Manuals
Garcia Criollo (1999) Work Study Mexico Mexico MCGraw-Hill
Roberto

5.2 Support.
NA

6 Compilers.
Compilers:
Eng. Juan Javier Alvarado Morales
Eng. Industrial

Reviewer:
Eng. Fidel Segura Olivares