Ethiopian TVET-System

INFORMATION TECHNOLOGY
SUPPORT SERVICE
Level I

LEARNING GUIDE # 16
Unit of Competence: Apply Quality Standards
Module Title: Applying Quality Standards
LG Code: ICT ITS1 M06 L03- LG16
TTLM Code: ICT ITS1 TTLM 109v1

LO 3: Record Information
 Instruction Sheet Learning Guide # 16

This learning guide is developed to provide you the necessary information regarding the
following content coverage and topics.

 Quality performance in workplaces

This guide will also assist you to attain the learning outcome stated in the cover page.
Specifically, upon completion of this Learning Guide, you will be able to –
 Record basic information on the quality performance in accordance with workplace
procedures
 Maintain records of work quality according to the requirements of the company

Learning Instructions:
1. Read the specific objectives of this Learning Guide.
2. Follow the instructions described below 3 to 6.
3. Read the information written in the information “Sheet 1, Sheet 2, Sheet 3 and
Sheet 4, Sheet 5 ” in page 3, 22, 29, 33 and 35 respectively.
4. Accomplish the “Self-check 1, Self-check t 2, Self-check 3 and Self-check 4, Self-
check 5 in page 16, 27, 32, 34 and 37 respectively.
5. If you earned a satisfactory evaluation from the “Self-check” proceed to
“Operation Sheet 1 in page 18.
6. Do the “LAP test” in page 20, 28.

Page 2|8 Author: Federal TVET IT Support Service Level 1 Date: Oct 2019
Agency(FTA) Version: 1
 Information Sheet 1 Quality Performance in Workplaces

 Quality Performance
Performance measures designed to move associates toward business goals can be a
powerful method for action. Because "you get what you measure," it is important to think
through how and what you measure so you can achieve the desired results. And
measuring profitability is attractive because it goes straight to the heart of every
builder’s existence. Performance measures of profitable builders are as varied as their
business strategies. A good place to start is examining your own business goals and
tune-up your measures at the company level. Then proceed to create department
measures that align with company goals. Your organization will be the winner.

 The Six-Factor Model of Personality in the Workplace

The following are the six-factor model with job performance and other job-related
activities. Motivation, deviation, absences, and job satisfaction are related to the five
factors.
This is a review of the relation between the Six-factor model of personality and
performance in the workplace.

 Motivation in the Workplace

Motivation is the driving force by which humans achieve their goals. Motivation is said to
be intrinsic or extrinsic. The term is generally used for humans but it can also be used to
describe the causes for animal behavior as well. According to various theories,
motivation may be rooted in a basic need to minimize physical pain and maximize
pleasure, or it may include specific needs such as eating and resting, or a desired
object, goal, state of being, ideal, or it may be attributed to less-apparent reasons such
as selfishness, morality, or avoiding mortality.

 Job Satisfaction
Job satisfaction has been defined as a pleasurable emotional state resulting from the
consideration of one’s job; an affective reaction to one’s job; and an attitude towards
one’s job. Weiss (2002) has argued that job satisfaction is an attitude but points out
that researchers should clearly distinguish the objects of cognitive evaluation which are
affect (emotion), beliefs and behaviors.

 Departure in the Workplace

Workplace deviance occurs when an employee voluntarily pursues a course of action
that pressures the well-being of the individual or the organization.

Page 3|8 Author: Federal TVET IT Support Service Level 1 Date: Oct 2019
Agency(FTA) Version: 1
Employees who had a positive perception of their workplace were less likely to pursue
deviant behavior. Research indicates that personality acts as a moderating factor:
workplace deviance was more likely to be endorsed with respect to an individual when
both the perception of the workplace was negative and emotional stability.

 Performance in the Workplace

The single factor of carefulness is the most predictive of job performance

 Absences
Job absence is very much a part of job performance: employees are not
performing effectively if they do not even come to work. Shy, careful employees
are much less likely to be absent from work, as opposed to extraverted
employees who are low on carefulness.

 Teamwork
Oftentimes in the workplace the ability to be a team player is valued and is critical
to job performance. Although this strengthen the case that job performance is
related to the five-factor model via increased cooperativeness among coworkers,
the role of personality by implying that actual job performance (task performance)
is related to cognitive ability and not to personality .

 Using 5S to Increase Performance in the Workplace

5S is the name of a workplace organization methodology that uses a list of five
Japanese words which are seiri (Sorting), seiton (Straightening or setting in
order / stabilize), seiso (Sweeping or shining or cleanliness / systematic
cleaning), seiketsu (Standardizing) and shitsuke (Sustaining the discipline or
self-discipline). Translated into English, they all start with the letter "S". The list
describes how to organize a work space for efficiency and effectiveness by
identifying and storing the items used, maintaining the area and items, and
sustaining the new order. The decision-making process usually comes from a
dialogue about standardization which builds a clear understanding among
employees of how work should be done. It also instills ownership of the process
in each employee.

The QCDSM program ensures this will happen on a daily basis. In addition to
QCDSM, members of senior management must carry out periodic inspections of
each target area. One common error by senior management is never being
visible on the factory floor. 5S provides the foundation for improving performance
through continuous improvement. It focuses on:
- Increasing quality by removing waste from the workplace.
Page 4|8 Author: Federal TVET IT Support Service Level 1 Date: Oct 2019
Agency(FTA) Version: 1
 - Provide reduction in operating costs by reducing non value added
activities.
- Improving delivery by simplifying processes and removing obstacles
- Improving safety through improved housekeeping and identification of
hazards

Provide an environment where continuous improvement is embraced through

workers problem solving and suggestions, thereby improving morale.
Simply put, 5S works best if the implementation of the program is based on the 5S
Performance Improvement Formula:
P=Q+C+D+S+M
Where;
 P - Increase productivity.
 Q - Improve product quality.
 C - Reduce manufacturing costs.
 D - Ensure on-time delivery.
 S - Provide a safety working environment
 M - Increase worker morale.

 Quality at work
"Do to others as you would have them do to you" Have you realized the importance
of Quality in your daily life. Imagine the scooter/car you bought yesterday refuses to
start today. In every situation you must have chosen the "quality" brand with faith.
You choose quality in every walk of your life. Without Quality in each service you
are receiving everyday you feel miserable. We demand quality. Quality is important
for you. So is for everyone. When we demand quality we have the duty to deliver
quality also. As a member of society continuously motivated for a "QUALITY" life we
also do our part unconsciously. Imagine the satisfaction you gain by giving proper
directions to a lost person. You have given a quality service. We derive tremendous
satisfaction out of doing a good turn or quality work at any moment. Greater will be
our satisfaction if we extend this "Quality" aspect into each moment of our life.

Quality is more important than we realize. Quality makes life what it is. We as
professionals in software are responsible for the quality of our products. Imagine
yourself typing a 5 page document and the application crashes without saving your
work. Imagine as a data entry operator after entering 50 fields losing the data by
pressing a wrong key. What it does to you? The faith placed in the product is
shaken and you will be pretty scared to repeat the job despite many reassurances.
Faith once lost cannot be regained. As a software developer it may be a mere bug

Page 5|8 Author: Federal TVET IT Support Service Level 1 Date: Oct 2019
Agency(FTA) Version: 1
to you. But to the user it is more than that. The quality of software depends on
putting quality at each stage of software development cycle.
Quality is not someone’s responsibility. It is everyone’s responsibility. A wrongly
connected transistor in 250 W music systems can make it dumb. A loosely fitted nut
in a scooter can smash the scooter. Quality at every stage of product development
is essential for delivering a Quality Product.

Think Quality, Write Quality Code, deliver Quality product. Quality belongs to none.
Quality cannot be qualified or quantified. You have done some work. There will
always be a better way to do it. Quality is the best you can do. Imagine a painter -
he is never satisfied with his work. Every time he looks at the painting he will feel
like adding one line here and another there. He ponders, He wonders, He beautifies
his creation. If we at our professional arts of conceptualization design, coding,
testing look at our work with such an artistic eye Quality will be come naturally into
our products. Continuous improvement, zeal for perfection is needed to build quality
at work. Together we can make it.

Page 6|8 Author: Federal TVET IT Support Service Level 1 Date: Oct 2019
Agency(FTA) Version: 1
 Self-Check 1 Written Test

Name: - _____________________________________ Date: - ___________________

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

Page 7|8 Author: Federal TVET IT Support Service Level 1 Date: Oct 2019
Agency(FTA) Version: 1
Experts

The development of this Learning Gide for the TVET Program Information technology
support service Level I.

No Name of Trainers Phone E-mail Address Region

Number
1 Abdulakim Ahemed 0921900418 Harari
2 Assefa Million 0911034866 [email protected] Harari
3 Derese Teshome 0913938439 [email protected] AA
4 Getenesh Osamo 0923816933 [email protected] SNNPR
5 Remedan Mohammed 0913478937 [email protected] Harari
6 Sewayehu W/Yohanes 0911716733 [email protected] SNNPR
7 Damelash Yihalem 0911912015 [email protected] Harari

Page 8|8 Author: Federal TVET IT Support Service Level 1 Date: Oct 2019
Agency(FTA) Version: 1