Misrak TVET College

Training, Teaching and Learning Materials Development

yes
MISRAK TVET COLLEGE
under
Ethiopian TVET-System
INFOM!TION TEC"NOLO#$
%&''OT %EVICE
Level I
LEARNING GUIDE # 22
&nit o( Competence) !ppl* +ualit* %tandards
Module Title ) !ppl*ing +ualit* %tandards
L# Code ) ICT IT%, M-. L-, //
TTLM Code ) ICT IT%, TTLM-. -0,,
LO ,) !ssess o1n 1ork
Learning #uide Date) -02/-,3 'age 1 o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
INTRODUCTION Learning Guide # 22
This learning guide is developed to provide *ou the necessar* in(ormation regarding the (ollo1ing content
coverage and topics 4
%tandards against 1orkplace 5eing undertaken6
This guide 1ill also assist *ou to attain the learning outcome stated in the cover page6
%peci(icall*, upon completion o( this Learning #uide, *ou 1ill 5e a5le to 4
Check completed 1ork against 1orkplace standards relevant to the operations 5eing undertaken6
Demonstrate an understanding on ho1 the 1ork activities and completed 1ork relate to the ne7t
process and to the (inal appearance o( the activit*6
Identi(* and isolate (ault* pieces or (inal products in accordance 1ith compan* policies and
procedures6
ecord and report (aults and an* identi(ied causes in accordance 1ith 1orkplace procedures6
Learning Activitie
,6 ead the speci(ic o58ectives o( this Learning #uide6
/6 ead the in(ormation 1ritten in the 9In(ormation %heets ,: in pages ;2<6
;6 !ccomplish the 9%el(2check: in page =6
36 I( *ou earned satis(actor*, proceed to 9Lap Test on page ,-6 "o1ever, i( *our rating is unsatis(actor*,
see *our teacher (or (urther instructions or go 5ack to !ctivit* >,6
06 Do the 9L!' test: ?i( *ou are read*@ and sho1 *our output to *our teacher6 $our teacher 1ill evaluate
*our output either satis(actor* or unsatis(actor*6 I( unsatis(actor*, *our teacher shall advice *ou on
additional 1ork6 Aut i( satis(actor* *ou can proceed to Learning #uide /;6
$our teacher 1ill evaluate *our output either satis(actor* or unsatis(actor*6 I( unsatis(actor*, *our
teacher shall advice *ou on additional 1ork6 Aut i( satis(actor* *ou can proceed to the ne7t topic6
Learning #uide Date) -02/-,3 'age 2 o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
In!"r#ati"n S$eet 1
Standard againt %"r&'(ace )eing
underta&en
A''(* +ua(it* tandard and 'r"cedure
,ua(it* Aurance and ,ua(it* C"ntr"( in genera(
-$at i ,ua(it*.
The ongoing process o( 5uilding and sustaining relationships 5* assessing, anticipating,
and (ul(illing stated and implied needs6
+ualit* is the customersB perception o( the value o( the suppliersB 1ork output6
! product or process that is elia5le, and that per(orms its intended (unction is said to 5e
a Cualit* product6
+ualit* is nothing more or less than the perception the customer has o( *ou, *our
products, and *our servicesD
+ualit* is nothing more or less than the perception the customer has o( *ou, *our
products, and *our servicesD
,ua(it* '"(ic*
+ualit* polic* is a document 8ointl* developed 5* management and Cualit* e7perts to
e7press the Cualit* o58ectives o( the organiEation, the accepta5le level o( Cualit* and the duties
o( speci(ic departments to ensure Cualit*6
$our Cualit* polic* should)
%tate a clear commitment to Cualit*6
ecogniEe customer needs and e7pectations6
Ae activel* supported 5* senior management6
List the Cualit* o58ectives *ou 1ant to achieve6
Ae understood 5* ever*one in the organiEation6
Ae consistent 1ith *our organiEationBs goals6
Ae maintained throughout *our organiEation6
Ae applied throughout *our organiEation6
Re'"ni)i(it* and aut$"rit*
De(ine Cualit* s*stem responsi5ilities, give Cualit* s*stem personnel the authorit* to carr*
out these responsi5ilities, and ensure that the interactions 5et1een these personnel are clearl*
speci(ied6 !nd make sure all o( this is 1ell documented6 This reCuirement must 5e met (or those
1ho)
Manage Cualit* s*stem 1ork6
'er(orm Cualit* s*stem 1ork6
Veri(* Cualit* s*stem 1ork6
Learning #uide Date) -02/-,3 'age / o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
Re"urce
Identi(* and provide the resources that people 1ill need to manage, per(orm, and veri(*
Cualit* s*stem 1ork6 Make sure that)
Onl* trained personnel are assigned6
Managers have the resources the* need to veri(* 1ork6
Internal auditors have the resources the* need6
Manage#ent re'reentative
!ppoint a senior e7ecutive to manage *our Cualit* s*stem and give him or her necessar*
authorit*6 This senior e7ecutive must ensure that *our Cualit* s*stem is developed and
implemented6 This e7ecutive must)
Monitor the per(ormance o( *our Cualit* s*stem6
Control the per(ormance o( *our Cualit* s*stem6
eport on the per(ormance o( *our Cualit* s*stem6
"elp improve the per(ormance o( *our Cualit* s*stem6
!ct as *our organiEationBs spokesperson on Cualit*6
,ua(it* *te#
Develop a Cualit* s*stem and a manual that descri5es it6 $our Cualit* s*stem should
ensure that *our products con(orm to all speci(ied reCuirements6

$our Cualit* manual should)
%tate *our Cualit* polic*6
List *our Cualit* o58ectives6
'rovide an overvie1 o( *our Cualit* s*stem6
Descri5e the structure o( *our organiEation6
Discuss *our Cualit* s*stem procedures6
Introduce *our Cualit* documents and records6
Teach people a5out *our Cualit* s*stem6
Control Cualit* s*stem 1ork practices6
#uide the implementation o( *our Cualit* s*stem6
E7plain ho1 *our Cualit* s*stem 1ill 5e audited6
,ua(it* Aurance
+ualit* !ssurance is a s*stem o( management activities involving planning,
implementation, assessment, and reporting to make sure that the end product ?i6e6,
environmental data@ is o( the t*pe and Cualit* needed to meet the needs o( the user6
Learning #uide Date) -02/-,3 'age 0 o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
,ua(it* C"ntr"(
+ualit* Control is the overall s*stem o( operational techniCues and activities that are used
to (ul(ill reCuirements (or Cualit*6 The +C activities are used to produce and document the Cualit*
o( the end product6
,ua(it* Manage#ent 1(an 2,M13.
! +M' is a (ormal plan that documents an entit*Bs management s*stem (or the
environmental 1ork to 5e per(ormed6 The +M' is an Fum5rellaF document 1hich descri5es the
organiEationBs Cualit* %*stem in terms o( the organiEational structure, (unctional responsi5ilities
o( management and sta((, lines o( authorit*, and reCuired inter(aces 1ith those planning,
implementing, and assessing all environmentall* related activities conducted6
,ua(it* *te# 'r"cedure
Develop and implement Cualit* s*stem procedures that are consistent 1ith *our Cualit*
polic*6
Develop *our procedures (or all areas o( *our Cualit* s*stem6
Document *our procedures, and keep them up to date6
Each procedure should)
%peci(* its purpose and scope6
Descri5e ho1 an activit* should 5e carried out6
Descri5e 1ho should carr* out the activit*6
E7plain 1h* the activit* is important to Cualit*6
Descri5e 1hen and 1here it should 5e carried out6
E7plain 1hat tools and eCuipment should 5e used6
E7plain 1hat supplies and materials should 5e used6
E7plain 1hat documents and records should 5e kept6
'rocedures ma* also re(er to detailed 1ork instructions
that e7plain e7actl* ho1 the 1ork should 5e done6
,ua(it* Manage#ent 1(an 2,M13.
! +M' is a (ormal plan that documents an entit*Bs management s*stem (or the
environmental 1ork to 5e per(ormed6 The +M' is an Fum5rellaF document 1hich descri5es the
organiEationBs Cualit* %*stem in terms o( the organiEational structure, (unctional responsi5ilities
o( management and sta((, lines o( authorit*, and reCuired inter(aces 1ith those planning,
implementing, and assessing all environmentall* related activities conducted6
Learning #uide Date) -02/-,3 'age 4 o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
,ua(it* '(anning
Develop Cualit* plans that sho1 ho1 *ou intend to (ul(ill Cualit* s*stem reCuirements6 $ou
are e7pected to develop Cualit* plans (or products, processes, pro8ects, and customer contracts6
$our Cualit* plans should list the Cualit* o58ectives *ou intend to achieve, and the steps
*ou intend to take to achieve these o58ectives6
Ghen *ou construct *our Cualit* plan, consider
the (ollo1ing Cuestions)
Do *ou need to purchase an* ne1 eCuipment or instruments, or an* ne1 inspection
and test toolsH
Do *ou need to carr* out an* special training in order to (ul(ill all Cualit* s*stem
reCuirementsH
Do *ou need to improve design, production, testing, inspection, installation, or
servicing proceduresH
Do *ou need to improve *our Cualit* measurement and veri(ication proceduresH
Do *ou need to develop an* ne1 measurement methods or instrumentsH
Do *ou need to clari(* *our organiEationBs standards o( accepta5ilit*H
Do *ou need to develop an* ne1 documents, (orms, reports, records, or manualsH
Do *ou need to allocate more resources in order to achieve the reCuired levels o(
Cualit*H
,ua(it* #anage#ent tandard
+ualit* management s*stem ?+M%@ standards esta5lish a (rame1ork (or ho1 a 5usiness
manages its ke* processes6 The* can help 1hether *our 5usiness o((ers products or services and
regardless o( *our siEe or industr*6 The* can also help ne1 5usinesses start o(( on the right (oot
5* ensuring processes meet recogniEed standards, clari(*ing 5usiness o58ectives and avoiding
e7pensive mistakes6
To compl* 1ith the standard *ouBll (irst need to implement a +M%6 Implementing a +M%
can help *our 5usiness to)
achieve greater consistenc* in the activities involved in providing products or services
reduce e7pensive mistakes
increase e((icienc* 5* improving use o( time and resources
improve customer satis(action
market *our 5usiness more e((ectivel*
e7ploit ne1 market sectors and territories
manage gro1th more e((ectivel* 5* making it easier to integrate ne1 emplo*ees
constantl* improve *our products, processes and s*stems
Learning #uide Date) -02/-,3 'age 5 o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
For e7ample, the Cualit* s*stem o( a manu(acturing 5usiness might include looking at
more e((icient manu(acturing processes or speeding up distri5ution6
The ISO 6777 erie o( standards is the main set o( International %tandards appl*ing to
the management o( Cualit* s*stems6 It includes I%O =--,, the ke* internationall* agreed
standard (or a +M%6 Ausinesses can 5e certi(ied against this standard 1hen the* meet its
reCuirements6
T$e ISO 677182779 tandard
I%O =--,)/--< is the ke* internationall* agreed standard (or Cualit* management
s*stems6 It is used 5* over =0,,--- 5usinesses in ,.0 countries 1orld1ide ?source) Aritish
%tandards Institution ?A%I@, /-,-@6
The I%O =--,)/--< standard has (our elements)
#anage#ent re'"ni)i(it* 2 ensuring top level management sho1s commitment to
the Cualit* s*stem and develops it according to customersB needs and the 5usinessB
o58ectives
re"urce #anage#ent 2 ensuring the people, in(rastructure and 1ork environment
needed to implement and improve Cualit* s*stems are in place
'r"duct rea(i:ati"n 2 delivering 1hat customers 1ant, looking at areas such as sales
processes, design and development, purchasing, production or service activities
#eaure#ent; ana(*i and i#'r"ve#ent 2 checking 1hether *ou have satis(ied
customers 5* carr*ing out other measurements o( *our s*stemBs e((ectiveness
T$e advantage "! ISO 677182779 !"r *"ur )uine can inc(ude8
greater e((icienc* and less 1aste
consistent control o( ma8or 5usiness processes, through ke* processes lists 2 see our
e7ample ke* processes master list 2 Opens in a ne1 1indo1
regulation o( success(ul 1orking practices
risk management
increased customer satis(action
greater consistenc* in the Cualit* o( products and services through 5etter control o(
processes
di((erentiation o( *our 5usiness (rom its competitors
increased pro(its
e7ploitation o( ne1 markets, 5oth in the &I and overseas
Learning #uide Date) -02/-,3 'age < o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
"o1ever, *ou should also 5e a1are o( some o( the diadvantage to implementing the
standard6 These can include)
the cost o( getting and keeping the certi(ication
the time involved
overcoming opposition to implementing change (rom 1ithin the 5usiness
The standard is adapta5le to *our 5usinessB needs and resources, though *ou ma* need
the help o( a consultant6
T$e ISO 677082776 tandard
I%O =--3)/--= goes 5e*ond I%O =--,)/--< and provides guidance on ho1 *ou can
continuall* improve *our 5usinessB Cualit* management s*stem6 It also contains in(ormation on
managing (or sustained success6 This can 5ene(it not onl* *our customers 5ut also)
emplo*ees
o1ners
suppliers
societ* in general
A* measuring these groupsB satis(action 1ith *our 5usiness, *ouBll 5e a5le to assess
1hether *ouBre continuing to improve6
The I%O =--- series, 1hich includes =--, and =--3, is 5ased around eight Cualit*
management principles that *our senior managers should use as a (rame1ork (or improvements
to the 5usiness)
Cut"#er !"cu 2 the* must understand and (ul(ill customer needs6
Leader$i' 2 the* should demonstrate strong leadership skills to increase emplo*ee
motivation6
Inv"(ve#ent "! 'e"'(e 2 all levels o( sta(( should 5e a1are o( their responsi5ilities 1ithin
the 5usiness and the importance o( providing 1hat the customer reCuires6
1r"ce a''r"ac$ 2 identi(*ing *our essential 5usiness activities and considering each
one as part o( a process6
S*te# a''r"ac$ t" #anage#ent 2 managing *our processes together as a s*stem,
leading to greater e((icienc* and (ocus6 $ou could think o( each process as a cog in a
machine, helping it to run smoothl*6
C"ntinua( i#'r"ve#ent 2 this should 5e a permanent 5usiness o58ective6
Learning #uide Date) -02/-,3 'age 9 o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
=actua( a''r"ac$ t" decii"n>#a&ing 2 senior sta(( should 5ase decisions on thorough
anal*sis o( data and in(ormation6
Mutua((* )ene!icia( u''(ier re(ati"n$i' 2 managers should recognise that *our
5usiness and its suppliers depend on each other6
Se(!>C$ec& 1 -ritten Tet
Name:____________________ Date:_________________
Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

,6 The customersB perception o( the value o( the suppliersB 1ork output6
/6 %ome o( the diadvantage to implementing the standard6
;6 It is the ke* internationall* agreed standard (or Cualit* management s*stems6
36 It is (ormal plan that documents an entit*Bs management s*stem (or the environmental
1ork to 5e per(ormed6
06 It is a s*stem o( management activities involving planning, implementation, assessment,
and reporting
J6 It is appoint a senior e7ecutive to manage *our Cualit* s*stem and give him or her
necessar* authorit*6
Learning #uide Date) -02/-,3 'age 6 o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
$our teacher 1ill evaluate *our output either satis(actor* or unsatis(actor*6 I(
&nsatis(actor*, *our trainer shall advice *ou on additional 1ork6 Aut i( satis(actor*, *ou
can proceed to the ne7t topic6
Learning #uide Date) -02/-,3 'age 17 o( ,-
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evision !uthor) ICT, IT 4 Misrak TVET College