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QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRYContents1. Introduction and Contacts. . .P12. Qualifications Pack . .P23. OS Units . . .P3What areOccupationalStandards(OS)? OS describe whatindividuals needto do, know andunderstand inorder to carry outa particular jobrole or function OS areperformancestandards thatindividuals mustachieve whencarrying outfunctions in theworkplace,together withspecifications ofthe underpinningknowledge andunderstandingContact Us:ESSCI, New DelhiElectronics Sector SkillsCouncil of India422, Okhla IndustrialEstate, Phase-III,New Delhi-110020E-mail:info@essc-india.org4. Glossary of Key Terms . . P245. Nomenclature for QP & OS .P26IntroductionQualifications Pack- Smartphones Repair TechnicianSECTOR: ELECTRONICSSUB-SECTOR: COMMUNICATION & BROADCASTINGOCCUPATION: AFTER SALES SERVICEREFERENCE ID: ELE/Q8104ALIGNED TO: NCO-2004/ NILSmartphone Repair Technician: The Smartphone Repair Techniciandiagnoses problems and repairs the faulty module of the smartphone.Brief Job Description: The individual at work is responsible for rectifyingfaults in the smartphone brought in by the customer. The individualreceives the faulty smartphone, diagnoses the problems, performs frontend or hardware level repair as required, resolves software issues andensures effective functioning before delivering back to customer.Personal Attributes: The job requires the individual to have: attention todetails, patience, ability to listen, steady hands, logical thinking andcustomer orientation. The individual must work on desk with differenttypes of equipment.1

Qualifications Pack For Smartphones Repair TechnicianJob DetailsQualifications Pack CodeELE/Q8104Job RoleSmartphones Repair torElectronicsCommunication &Sub-sectorBroadcastingOccupationAfter Sales ServiceJob RoleRole DescriptionNVEQF/NVQF levelMinimum Educational QualificationsMaximum Educational QualificationsTrainingExperienceApplicable National OccupationalStandards (NOS)Version number1.0Drafted on12/01/14Last reviewed on24/03/14Next review date24/03/15Smartphone Repair TechnicianReceiving the faulty smartphone, diagnosing the problem,deciding on corrective action, repairing the faulty smartphone,rectifying the software issues and ensuring effectivefunctioning of the smartphone.410th standard passedB.E.Not applicable1 year in hardware repair for 10th standard passedCompulsory:1. ELE/N8106 Interact with customer and perform front endrepair2. ELE/N8107 Repair and rectify the faults in smartphone3. ELE/N9909 Coordinate with colleagues4. ELE/N9910 Maintain safe and secure work environmentOptional:Not applicablePerformance CriteriaAs described in the relevant OS units2

ELE/N8106Interact with customer and perform front end ----------------------OverviewThis unit is about interacting with customers and understanding their requirements orproblems faced with the smartphone. It includes front end repairing where disassembling ofhardware is not required.3

ELE/N8106National Occupational StandardUnit CodeUnit Title(Task)DescriptionScopeInteract with customer and perform front end repairELE /N8106Interact with customer and perform front end repairThis unit is about interacting with the customers and their customer requirements orproblems faced in the smartphone and performing front end repair wheredisassembling of hardware is not requiredThis unit/ task covers the following: Engage with the customerUnderstand the complaintCheck for terms and conditions of using systemPerform front end repairInteract with supervisor or superior and achieve targetsPerformance Criteria(PC) w.r.t. the ScopeElementPerformance CriteriaEngaging withcustomersTo be competent, the user/ individual must be able to:PC1.receive the customers and greet them as per company’s normsPC2.follow behavioural etiquettes while interacting with customersPC3.ensure the customers are comfortable in the storePC4.communicate in the language which the customers are comfortable withPC5.understand the profile of the customers and offer servicePC6.inform about repair charges and warranty applicableTo be competent, the user/ individual must be able to:PC7.interact with customers to understand the customer’s purpose of visit suchas repair of phone, purchase of accessories, software upload, collection ofrepaired phonePC8.listen to customers and understand the customer level complaint such asdisplay not working, not switching onPC9.interrogate the customers to assess the cause of problem such as physicaldamage, uploading of any unauthorised software or applicationPC10. decide on the action to be performed, i.e., front end repair or hardware levelrepar is requiredPC11. inform customers about the time taken and estimated cost for hardwarelevel repairPC12. provide document to customers for collecting the device after repairTo be competent, the user/ individual must be able to:PC13. use the system to identify the warranty coverage of the smartphone andother terms and conditionsPC14. understand the customer relationship management policy of the mobilebrand and inform customers about themPC15. log into customer portal and enter the details of the customer and otherdetails such as phone model, complaints, warranty coveragePC16. understand and use the interactive ERP system of the company and enterUnderstanding thecomplaintDocumenting oncomputer4

ELE/N8106Interact with customer and perform front end repairappropriate detailsuse the system to prepare invoice, stock management, order placement,accessories availability, etc.To be competent, the user/ individual must be able to:PC18. Identify problem and decide the action to be takenPC19. upload only licensed and brand approved applications as per customerrequirement using systemPC20. understand the application and software compatability with the smartphoneand suggest to customers accordinglyPC21. check the accessories and perform a demo with the customer to ensure theirfunctionality (chargers, SD card, etc)PC22. open the panel of the smartphone without damaging themPC23. replace the parts such as battery and clean the inner parts of the phonePC24. ensure the functionality of the replaced partPC25. provide necessary details on the warranty, terms and conditions of thereplaced partsPC26. educate customers on effective usage of smartphone to save battery and toavoid any repeat problemTo be competent, the user/ individual must be able to:PC27. understand the work requirement from superior, periodicallyPC28. report to superior on the work completedPC29. seek technical assistance from superior whenever requiredPC30. document the work completed on the company ERP software for trackingand future referencesPC17.Performing front endrepairInteracting withsuperior and meetingtargetKnowledge and Understanding (K)A. OrganizationalContext(Knowledge of thecompany /organization andits processes)The individual on the job needs to know and understand:KA1.company’s policies on: incentives, delivery standards, and personnelmanagementKA2.company’s sales and after sales support policyKA3.importance of the individual’s role in the workflowKA4.reporting structureKA5.company’s policy on product’s warranty and other terms and conditionsKA6.company’s line of business and product portfolioKA7.company’s service level agreement (SLA) with the brandB. TechnicalKnowledgeThe individual on the job needs to know and understand:KB1.basic electronics involved in the hardwareKB2.operate various models of smartphoneKB3.features of smartphone and their purposeKB4.different types of smartphone and their model specificationsKB5.how to document the spares movement note and capture all the actionperformedKB6.different accessories available for smartphones and their purposeKB7.awareness about implementation of engineering change order processKB8.software and applications related to smartphoneKB9.procedures of replacing accessories such as battery, SD card5

ELE/N8106Interact with customer and perform front end repairKB10.KB11.KB12.KB13.KB14.KB15.KB16.software and applications available in the smartphone market ,their usageand purposelicensed and authorised software compatable for smartphones and thedownloading procedurespecifications of accessories such as chargers, batteryservice level agreement with the brand on parameters such as turn aroundtime (TAT), repair procedure, warrantycompany’s ERP system and operational proceduresafety rules, policies and proceduresquality standards to be followedSkills (S) [Optional]A. Core Skills/Generic SkillsReading and writing skillsThe user/individual on the job needs to know and understand how to:SA1.prepare complaints note with customer details, issues faced, phone detailsSA2.note customer complaints and solution providedSA3.prepare invoice with appropriate detailsTeamwork and multitaskingThe user/individual on the job needs to know and understand how:SA4.to share work load as requiredSA5.to achieve the targets given on serviceB. Professional SkillsInterpersonal skillsThe individual on the job needs to know and understand:SB1.how to develop a rapport with customersSB2.how to listen carefully and interpret their requirementSB3.how to suggest customer on possible solutionsCommunication skillsThe individual on the job needs to know and understand:SB4.how to seek inputs from customers at assess the problemsSB5.how to put the customer at ease and suggest solutionsSB6.how to communicate in local languageSB7.how to educate and inform customer about contractual issues such aswarranty, cost of service and module or accessories replacementSB8.how to educate on precautions to be taken for effective uage of smartphoneBehavioural skillsThe individual on the job needs to know and understand:SB9.importance of personal groomingSB10. significance of etiquette such as maintaining the appropriate physicaldistance with customer during conversationSB11.importance of being patient and courteous with all types of customersSB12. being polite and courteous under all circumstances6

ELE/N8106Interact with customer and perform front end repairComputer and Software related skillsThe user/individual on the job needs to know and understand:SB13. how to operate computer and laptop with easeSB14. software and applications related to smartphone with its features andpurposeSB15. how to download software and application from company’s website andfrom cloudSB16. how to download smartphone related document from internet such asmodel specification ,repair manual7

ELE/N8106Interact with customer and perform front end repairNOS Version ControlNOS lectronicsCommunication &Industry Sub-sectorBroadcastingELE/N8106Version number1.0Drafted on12/01/14Last reviewed on24/03/14Next review date24/03/158

ELE/N8107Repair and rectify the faults in --------------------------OverviewThis unit is about repairing the faulty module after identifying the problem, reworking andrectifying the module using various repairing tools and techniques. It is also about resolvingsoftware related problems.9

ELE/N8107National Occupational StandardUnit CodeUnit Title(Task)DescriptionScopeRepair and rectify the faults in smartphoneELE /N8107Repair and rectify the faults in smartphoneThis OS unit is about repairing the faulty module in the hardware and checking foreffective functioning. Also, software issues are also checked and rectified.This unit/ task covers the following: Follow standard repair procedures and avoid damageDiagnose the problem in the smartphoneDecide on the type of repairs to be performedAssemble or disassemble the smartphone as per repair requiredReplace or repair the faulty moduleFix the software malfunctionDocument the repair processSeek assistance from superior as necessaryReport and document work status and achieve productivity targetPerformance Criteria(PC) w.r.t. the ScopeElementPerformance CriteriaFollowing standardrepair procedureTo be competent, the user/ individual must be able to:PC1.follow the standard procedure as documented by the smartphone brand foreach modelPC2.take anti static precautions before work and wear ESD wrist straps or apronsPC3.follow standard operating procedure while handling hardware modules suchas handling PCB with ESD standardsPC4.use recommended tools for specific operation suggested by the brandPC5.maintain zero-material defect during material handling by following standardoperating procedureTo be competent, the user/ individual must be able to:PC6.open the outer panel of the smartphone using metal / plastic case openingtoolsPC7.use the brand recommended screwdrivers to remove the screws to open theinner casingPC8.locate the connectors and release them to remove the motherboard fromthe devicePC9.use hot air gun and other devices to remove the LCD screen from the panelPC10. follow similar process and use appropriate tools to assemble thesmartphoneTo be competent, the user/ individual must be able to:PC11. understand the customer level complaint and confirm the issuePC12. take preventive measures and identify if there are any other issues in thesmartphonePC13. use the self diagnostic tools (similar to power on self test (POST) card) toAssembling anddisassembling thesmartphoneDiagnosing theproblem10

ELE/N8107Fixing the softwareRepairing thecomponent ormoduleReplacing faultycomponentRepair and rectify the faults in smartphoneperform standard diagnosis process and ensure functionality of differentparts of the devicePC14. follow the standard diagnostic procedure as documented by the smartphonebrand for each modelPC15. check the recently installed application or software and verify thecompatability of the software with the smartphoneTo be competent, the user/ individual must be able to:PC16. check the recently installed application or software and verify thecompatability of the software with the smartphonePC17. uninstall the applications that is not compatable or creating issues in thesmartphonePC18. install the licensed and authorised softwares to resolve issues and suiting thecustomer’s requirementTo be competent, the user/ individual must be able to:PC19. understand the scope of component level of repair as suggested by thebrandPC20. estimate the cost of repair and verify if it is with in Beyond Economic Repair(BER)PC21. heat the singled out component using hot air gun to melt the solder jointsand remove from PCBPC22. clean the board by melting the old solder and removingPC23. place the new component precisely on the board at specified locationPC24. solder the component on the PCB using soldering stationsPC25. ensure the soldering is proper and the component is fixed as per thespecificationPC26. operate automated BGA (ball grid array) work station to precisely removethe chip from the board and repair themPC27. perform reballing function by dismantling, heating the chip to be removedfrom the board, remove the solder remains, put new solder balls, place thechip and solder them with the PCBPC28. check for functioning of the hardware after repairingPC29. ensure that there is no damage of PCB while removal and fixing of SMDcomponentsPC30. ensure other components are not damaged while using hot air gun forremoval of a component which could cause damagePC31. ensure adequate soldering for fixing the component and no further rework isrequiredTo be competent, the user/ individual must be able to:PC32. receive spare module / component from storesPC33. identify and decide on replacing the module or component as theappropriate solutionPC34. take adequate measures and follow procedures when replacing expensive ordelicate components such as LCDPC35. ensure that cost of replacing is justified as the repair cost is beyondeconomic repair (BER)PC36. ensure that replaced module or component is working and no furtherrework is required11

ELE/N8107Using equipmentSeeking assistanceon unresolved faultsReporting andachievingproductivity targetRepair and rectify the faults in smartphoneTo be competent, the user/ individual must be able to:PC37. identify and use appropriate tools and manuals for repairing the specificissuePC38. prevent any accidents while handling hazardous toolsPC39. achieve results using appropriate tools for specific rework activityPC40. maintain zero-material defect during material handling by following standardoperating procedure for tools handlingTo be competent, the user/ individual must be able to:PC41. seek technical assistance from engineer on faults that cannot be fixedPC42. receive instruction from engineers on use of specific tools or new repairprocessesPC43. discuss with superior if the cost estimate is found to be Beyond Economicrepair (BER) and take recommended actionPC44. coordinate with superior for performing quality check on the repairedmoduleTo be competent, the user/ individual must be able to:PC45. report on the work load and completion statusPC46. submit the appropriate documentation on completion of task assignedPC47. document the work completed on the company ERP software for trackingand future referencesPC48. achieve 100% daily and weekly target of number of repairsPC49. meet the target of quality as per the Service Level Agreement (SLA) of thebrand and avoid reworkPC50. repair within the turnaround time (TAT) and deliver themKnowledge and Understanding (K)A. OrganizationalContext(Knowledge of thecompany /organization andits processes)B. TechnicalKnowledgeThe individual on the job needs to know and understand:KA1.company’s policies on: incentives, delivery standards, and personnelmanagementKA2.company’s after sales support policyKA3.importance of the individual’s role in the workflowKA4.reporting structureKA5.company’s policy on product’s warranty and other terms and conditionsKA6.company’s line of business and product portfolioKA7.company’s repair and stores policyKA8.documentation procedure followed in the companyKA9.company’s policy on repair time, turnaround time, production targets,working hoursThe individual on the job needs to know and understand:KB1.basic electronics involved in the hardwareKB2.operations of different models of smartphoneKB3.features of smartphone and their purposeKB4.different types of smartphone and their model specificationsKB5.new product specifications and their spares and repair detailsKB6.how to document the spares movement note and capture activity performedKB7.software and applications related to smartphoneKB8.assembling and disassembling smartphone12

ELE/N8107Repair and rectify the faults in B17.KB18.KB19.KB20.KB21.KB22.KB23.KB24.handling procedure of display systems in smartphone (LCD and LED)frequently encountered problems in smartphone and their repair proceduresterminologies and procedures mentioned in repair manualsoftwares and operating system related to smartphoneapplications including games that can be installed in smartphone and theauthentic source to download themlicensed versions of software and application, its terms and conditionsassociated with itdifferent types of soldering techniques such as surface mount, through holebasic electronic repairing and reworking such as desoldering, soldering,removal and fixing componentsusage of tools such as electric screwdrivers, multimeter, soldering station,hot air blower, BGA workstationestimate cost of repair and verify Beyond Economic Repair (BER) valueservice level agreement (SLA) and conditions associated with itElectrostatic Discharge (ESD), its purpose and precautionary measures to betakenprocess system such as 5Sdocumentation procedure to record customer, smartphone and repairdetailscheck and test various electronic components on their functionalityquality standards to be followedSkills (S) [Optional]A. Core Skills/Generic SkillsReading and writing skillsThe user/individual on the job needs to know and understand how to:SA1. read the standard operating or repair procedure manual for differentequipmentSA2. note the process done for diagnoseSA3. document the completed workTeamwork and multitaskingThe user/individual on the job needs to know and understand how:SA4. to share work load as requiredSA5. to achieve the targetB. Professional SkillsComputer and hardware operating skillsThe user/individual on the job needs to know and understand how to:SB1. operate computer and laptopSB2. operate the different software related to smartphoneSB3. download software and applications from company’s website and from cloudappropriatelyUsing tools and machinesThe user/individual on the job needs to know and understand how to:SB4. operate tools such as manual and electric screw drivers for disassembling and13

ELE/N8107Repair and rectify the faults in smartphoneassembling of equipmentsSB5. use hot air blower/ gun for desolderingSB6. use semi-automated or automated BGA work stationSB7. use other specific devices for repairs such as soldering iron, multimeter, POSTcardsSB8. use metal or plastic ply to open the panel of smartphoneSB9. use antistatic device such as ESD wrist stripsReflective thinkingThe user/individual on the job needs to know and understand how:SB10. to improve work processesSB11. to reduce errors and correct themselves with the experienced mistakesCritical thinkingThe user/individual on the job needs to know and understand how:SB12. to spot process disruptions and delaysSB13. to report on any issues faced to superiors without delay14

ELE/N8107Repair and rectify the faults in smartphoneNOS Version ControlNOS lectronicsCommunication &Industry Sub-sectorBroadcastingELE/N8107Version number1.0Drafted on12/01/14Last reviewed on24/03/14Next review date24/03/1515

ELE/N9909Coordinate with --------------------------OverviewThis unit is about the individual’s level of communication with colleagues and otherdepartments within the organisation. It determines the ability to work as a team member toachieve the required deliverables on schedule.16

ELE/N9909National Occupational StandardUnit CodeUnit Title(Task)DescriptionScopeCoordinate with colleaguesELE/N9909Coordinate with colleaguesThis OS unit is about communicating with colleagues and seniors in order to achievesmooth work flowThis unit/ task covers the following: Interact with supervisor or superiorCoordinate with colleaguesPerformance Criteria(PC) w.r.t. the ScopeElementPerformance CriteriaInteracting withsupervisorTo be competent, the user/ individual must be able to:PC1.understand and assess work requirementsPC2.understand the targets and incentivesPC3.understand new operating procedures and constraintsPC4.report problems in the fieldPC5.resolve personnel issuesPC6.receive feedback on work standards and customer satisfactionPC7.communicate any potential hazards at a particular locationPC8.meet given targetsPC9.deliver work of expected quality despite constraintsPC10. receive positive feedback on behaviour and attitude shown duringinteractionCoordinating withcolleaguesTo be competent, the user/ individual must be able to:PC11. interact with colleagues from different functions and understand the natureof their workPC12. receive spares from tool room or stores; deposit faulty modules and tools tostoresPC13. pass on customer complaints to colleagues in a respective geographical areaPC14. assist colleagues with resolving field problemsPC15. resolve conflicts and achieve smooth workflowPC16. follow the company policy during cross functional interactionKnowledge and Understanding (K)A. OrganizationalContext(Knowledge of thecompany /organization andits processes)The individual on the job needs to know and understand:KA1.company’s policies on: incentives, delivery standards, and personnelmanagementKA2.importance of the individual’s role in the workflowKA3.reporting structureB. TechnicalKnowledgeThe individual on the job needs to know and understand:KB1.how to communicate effectively17

ELE/N9909Coordinate with colleaguesKB2.how to build team coordinationSkills (S) [Optional]A. Core Skills/Generic SkillsB. Professional SkillsTeamwork and multitaskingThe individual on the job needs to know and understand how:SA1.to deliver product to next work process on timeDecision makingThe individual on the job needs to know and understand:SB1.how to report potential areas of disruptions to work processSB2.when to report to supervisor and when to deal with a colleague dependingon the type of concernReflective thinkingThe individual on the job needs to know and understand:SB3.how to improve work processCritical thinkingThe individual on the job needs to know and understand:SB4.how to spot process disruptions and delays18

ELE/N9909Coordinate with colleaguesNOS Version ControlNOS lectronicsCommunication &Industry Sub-sectorBroadcastingELE/N9909Version number1.0Drafted on12/01/14Last reviewed on24/03/14Next review date24/03/1519

ELE/N9910Maintain safe and secure work ---------------------------------OverviewThis unit is about the individual’s effort to maintain a safe, healthy and secure workingenvironment.20

ELE/N9910National Occupational StandardUnit CodeUnit Title(Task)DescriptionScopeMaintain safe and secure work environmentELE/N9910Maintain safe and secure working environmentThis OS unit is about following adequate safety procedures to make work environmentsafeThis unit/ task covers the following: Follow standard safety procedures while handling an equipment Participate in company’s safety drills and workshopsPerformance Criteria(PC) w.r.t. the ScopeElementPerformance CriteriaFollowing safetymeasuresTo be competent, the user/ individual must be able to:PC1.comply with safety procedures followed in the companyPC2.take adequate safety measures while handling hazardous materials or toolsPC3.follow Electrostatic Discharge (ESD) measures for electronic componentsPC4.escalate matters about hazardous materials or things found in the premisesPC5.use safety materials such as gloves, goggles, masks, etc.PC6.adequate safety measures while on work to prevent accidentsPC7.ensure zero accidents in workPC8.avoid damage of components due to negligence in ESD proceduresPC9.ensure no loss for company due to safety negligenceTo be competent, the user/ individual must be able to:PC10.participate in regular safety drills for being prepared in the event of a fire ornatural calamityPC11.help others during the drill or calamityPC12.administer basic first aidPC13.participate in company organised games and fitness sessions such as yoga,etc.PC14.develop good posture for working so that long term health problems do notariseParticipating in drillsand workshopsKnowledge and Understanding (K)A. OrganizationalContext(Knowledge of thecompany /organization andits processes)The individual on the job needs to know and understand:KA1.company’s policies on: incentives, delivery standards, and personnelmanagementKA2.company occupational safety and health policy followedKA3.company emergency evacuation procedureKA4.company’s medical policyB. TechnicalKnowledgeThe individual on the job needs to know and understand:KB1.how to maintain the work area safe and secureKB2.how to handle hazardous materialKB3.how to operate hazardous tools and equipment21

ELE/N9910Maintain safe and secure work environmentKB4.emergency procedures to be followed such as fire accidents, etc.Skills (S) [Optional]A. Professional SkillsHandling safety equipmentsThe individual on the job needs to know and understand:SB1.the purpose of using safety materials such as gloves, etc.SB2.how to use safety equipments such as fire extinguisher during fire accidents22

ELE/N9910Maintain safe and secure work environmentNOS Version ControlNOS lectronicsCommunication &Industry Sub-sectorBroadcastingELE/N9910Version number1.0Drafted on12/01/14Last reviewed on24/03/14Next review date24/03/1523

Qualifications Pack For Smartphones Repair TechnicianDefinitionsKeywords onJob roleOccupational Standards(OS)Performance CriteriaNational OccupationalStandards (OS)Qualifications Pack (QP)Unit CodeUnit TitleDescriptionScopeKnowledge andUnderstandingOrganisational ContextTechnical KnowledgeDescriptionSector is a conglomeration of different business operations having similarbusiness and interests. It may also be defined as a distinct subset of theeconomy whose components share similar characteristics and interests.Sub-sector is derived from a further breakdown based on thecharacteristics and interests of its components.Occupation is a set of job roles, which perform similar/ related set offunctions in an industry.Function is an activity necessary for achieving the key purpose of thesector, occupation, or an area of work, which can be carried out by aperson or a group of persons. Functions are identified through functionalanalysis and form the basis of OS.Sub-functions are sub-activities essential to fulfil the achieving theobjectives of the function.Job role defines a unique set of functions that together form a uniqueemployment opportunity in an organisation.OS specify the standards of performance an individual must achievewhen carrying out a function in the workplace, together with theknowledge and understanding they need to meet that standardconsistently. Occupational Standards are applicable both in the Indianand global contexts.Performance criteria are statements that together specify the s

Smartphone Repair Technician: The Smartphone Repair Technician diagnoses problems and repairs the faulty module of the smartphone. Brief Job Description: The individual at work is responsible for rectifying faults in the smart

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