Hardware FT CP TG - Final Done - Compressed

Field Technician
Computing & Peripherals
Prepared by: Leaderz Walk Life Skills Education
Trainer Guide
Field Technician: Computing & Peripherals
Table of Contents
Role of Trainer .......................................................................................................................................................................1
How to use Trainer Guide .................................................................................................................................................3
Module 1: Introduction.......................................................................................................................................................4
Module 2: Engage with Customers ............................................................................................................................12
Module 3: Install, Configure and Setup Hardware System...........................................................................25
Module 4: Troubleshoot and Replace Faulty Module .....................................................................................40
Module 5: Coordinate with Colleague......................................................................................................................75
Module 6: Soft Skills ..........................................................................................................................................................85
Module 7: Evaluation/Assessment of Trainee.................................................................................................110
Module 8: Exercises for Lab Classes ......................................................................................................................115
Prepared by: Leaderz Walk & Vidya Care
Trainer Guide
Role of Trainer
As a trainer, keep in mind the following guidelines:
Know your job thoroughly
Before you begin your training programme, you must be well-versed with the theory and practical
aspects of the job. Prepare well before each session. Study and teach each exercise / activity with
respect to these seven key points:
Method the best practices
Quality the awareness of quality
Waste minimisation of waste
Safety the practice of safety measures
Ergonomics the care given to body posture and other work place ergonomics
Housekeeping the importance of cleanliness at workplace
Productivity
Know your trainees

You are going to be conducting the training over a period of 6 months. For effective training, it is
very important for you to build a good rapport with the trainees. In order to have a good working
relationship with each of them, it is always best to know them first.
Who are they?
1. Are they married? Do they have children?

How is their performance on the job?
What can you say about their attitude?
How do they perceive you as a Trainer?
Trainer Guide
Practise these common courtesies
Greet the trainees.

Be warm and friendly. Watch your tone of voice; do not scare them.
Introduce yourself.
Ask their names.
Explain the purpose and goals of the training programme.
Ask them what their expectations are.
Always ask questions.
Listen to them patiently and answer their questions.
In case you are unable to respond to a query say that you will get back to them.
Do remember to follow up; do not make promises that you cannot keep.
Respect the job of the trainees.
Do not lean over them, their work, or get in their work space.
Do not take their work or move it without asking for their permission.
Be a good observer.
Watch the trainees while they are at work.
Make notes of their performances.
Offer remediation for weaker trainees.
Correct the faulty practices of trainees on the job before they turn into habits.
Do not criticise. Be positive while giving feedback.
Show appreciation where it is due.
Always say Please, Thank you and Sorry. This helps create a good impression.
Be a mentor to the trainees.
It has been found that those who are already in the industry do not follow standardised practices.
Different methods/techniques are practiced by different operators across the country for the same
task/ job. To add to this, there is little or no quality consciousness. The challenges are many, be it to
learn, unlearn, relearn the skills or to be able to build the right attitude, work-place etiquette and
behaviour. Therefore, in order to develop the learner holistically, a blend of both technical as well
as soft skills is a must and will go a long way in helping the learner find a place for themselves in the
industry.
Trainer Guide
How to use Trainer Guide

This trainer guide is divided into four parts which are as follows:
Modules for Core Skill/Technical Skill

Modules for Soft Skills/Professional Skill
Evaluation/Assessment of trainee
Exercises for lab classes/practical classes to get hands-on-experience
Refer Session Plan for day wise training schedule and accordingly go through the Trainer Guide for
smooth and easy facilitation of the course.
Every module is divided into sessions and elaborated in following manner:
Objectives
Methodology
Notes
Trainer Guide
Module 1: Introduction
Session
Warm-up Activities
Computer & Peripherals
Tools
Trainer Guide
Participant Handbook
Trainer Guide
Duration (hrs)
1
1
Warm-up Activities
Objective
At the end of this session, the learners should be able to:
Get introduced to one another to build rapport with their fellow participants and the trainer.
Ask
Why Warm-up Activities/Icebreaker?
Say
Icebreakers can play an important role in helping young people integrate and connect with one
another in a group environment. Icebreakers can also enhance your training by helping to stimulate
cooperation and participation. They can provide positive momentum for small group study and
discussion by:
Helping a new group get to know one another.
Helping new members to integrate into a group.
Helping young people feel comfortable together.
Encouraging cooperation.
Encouraging listening to others.
Encouraging working together.
Encouraging young people to break out of their cliques.
Developing social skills.
Building a rapport with leaders.
Creating a good atmosphere for learning and participation.
Trainer Guide
Notes for Facilitator

Icebreaker and you
A 10 SECOND CHECK LIST!
Be enthusiastic, whatever happens, be enthusiastic!
Choose volunteers carefully and don't cause embarrassment.
If something is not working move quickly on to the next activity.
Timing is important. Don't flog them to death. Use only 2 or 3 icebreakers as a 20-30
minutes introduction to your programme. Finish each icebreaker while young people are
still enjoying it.
Choose icebreakers appropriate for your age group. No group is the same and your
understanding of what will and will not work with your group is a core youth work skill.
Do
Icebreaker: The Question Web
You need to have a spool of string or wool for this game. Ask the young people to stand in a circle.
Hold on to the end of the string and throw the ball/spool to one of the young people to catch. They
then choose a question from 1-20 to answer. A list of 20 sample questions is given below. Adapt for
your group.
Holding the string they then throw it to another member of the group. Eventually this creates a web
as well as learning some interesting things about each other! At the end of the game you could
comment that we all played a part in creating this unique web and if one person was gone it would
look different.
In the same way it's important that we all take part to make the group what it is, unique and special.
1. If you had a time machine that would work only once, what point in the future or in history
would you visit?
2. If you could go anywhere in the world, where would you go?
3. If your house was burning down, what three objects would you try and save?
4. If you could talk to any one person now living, who would it be and why?
5. If you HAD to give up one of your senses (hearing, seeing, feeling, smelling, tasting) which
would it be and why?
6. If you were an animal, what would you be and why?
7. Do you have a pet? If not, what sort of pet would you like?
8. Name a gift you will never forget?
9. Name one thing you really like about yourself.
10. What's your favourite thing to do in the summer?
Trainer Guide
Do
11. Who's your favourite cartoon character, and why?
12. Does your name have a special meaning and or were you named after someone special?
13. What is the hardest thing you have ever done?
14. If you are at a friend's or relative's house for dinner and you find a dead insect in your salad,
what would you do?
15. What was the best thing that happened to you this past week?
16. If you had this week over again what would you do differently?
17. What is the first thing that comes to mind when you think about God?
18. What's the weirdest thing you've ever eaten?
19. If you could ask God to change one problem in the world today, what would you like him to
change?
20. What book, movie or video have you seen/read recently you would recommend? Why?
Computer and Peripherals

Objectives
State the role and importance of computer in our day to day life
Understand the peripherals of computer
Say
In the past few decades, computers have greatly influenced the life styles of a common man in the
office, home, shopping center, library, theatre etc. Computers have solidly established itself as a
powerful tool for helping the professionals/business people to improve their performance and the
quality of their work.
Ask
What exactly a computer is?
What are its components?
How does it work?
What are the different species of a computer?
Trainer Guide
Say
A computer is a truly amazing machine that performs a specified sequence of operations as per the
set of instructions (known as programs) given on a set of data (input) to generate desired
information (output). Being a machine, it will not perform independently or creatively. It will do
only, what it is instructed to do, in specific terms. It is based on a complex technology, but works on
a simple principle as follows:
Input
Process
Output
The following features characterize this electronic machine:
Speed
Accuracy
Storage and Retrieval
Repeated Processing Capabilities

Reliability
Flexibility
Low cost
Overview of a Computer System

Every computer system has two main units:
(i)
(ii)
Hardware
Software
All physical parts of the computer (or everything that we can touch) are known as Hardware.
Software gives intelligence to the computer. For example in a television the wires, switches etc. are
the hardware while the programs, watched on TV, is the software.
Although the hardware of a computer is capable of performing marvelous tasks, it can't actually
accomplish any of them without the vital instructions that software provides. In this section, we'll
look at the physical components of the machine, the hardware & then turn to the software that
brings life to the physical components.
Hardware
Hardware refers to the physical units of a computer, which includes electronic and electrical
circuitry, components and devices.
Regardless of its shape, size or capabilities, every computer that people use directly has same
general design.
Computer Hardware = Processing Unit + Secondary Storage Devices + Peripheral Devices
Trainer Guide
Say
The various units of computer hardware consist of the following components:
1. Central Processing Unit (CPU)
Processor
Primary Storage
2. Secondary Storage Devices (External Storage)
USB
Hard Disks
Tape
Optical Disks
3. Peripheral Devices
Peripherals
Input Devices
Output Devices
Other Peripherals
Peripheral devices are devices connected to the computer externally. If a peripheral device is
disconnected, the computer will still be able to work; only functions performed by this peripheral
device will not be available. Mainly there are following types of peripheral devices:
Input Devices
Output Devices
Other Peripherals
Input Devices Input devices accept data and instructions from the user. Following are the examples
of various input devices, which are connected to the computer to provide input. There are many
input devices. Some important input devices are as follows:
1. Keyboard
2. Mouse
3. Joystick
4. Light Pen
5. Optical/magnetic Scanner
6. Touch Screen
7. Microphone for voice as input

8. Track Ball
Trainer Guide
Say
Software
Computer needs instructions to tell it what to do, how to do and when to do. Thus the electronic
instructions well defined and well organized, that people write to tell the hardware what to do to
get desired results, are called programs. Software refers to a set of programs that makes the
hardware perform a particular set of tasks in a particular order. Software can be classified mainly in
two categories as follows:
System Software
Application Software
Notes for Facilitation
Ask participant one by one to share their learning outcome of the day.
Ask for any query and address them if any.
Briefly introduce the session and its objective to the class for next day training as per the
session plan.
Must emphasize to the trainees to be on time and carry Participant Handbook with them.
Refer to slides properly showing details of the session.
Trainer Guide
Module 2: Engage with Customer
Session
Customer Interaction Prior
to Visit
Customers Requirements:
On Visit or Prior to Visit
Suggest possible Solutions
Documentation Process
Productivity and Quality

Achievement
Tools
Duration (hrs)
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
6
6
6
6
Customer Interaction Prior to Visit

Objective
State the information required for customer interaction
Ask
What is customer or consumer?
What do you mean by customer interaction?
Does mode of customer interaction varies from company to company?

What do you mean by Customer Service?
Say
Write down the responses given by the participants on white board/flip chart.
Encourage participants to present their viewpoints for the questions asked by you.
Trainer Guide

Customers and Consumers
What is the difference between a customer and a consumer?
Share the following distinctions:
A customer purchases and pays for a product or service
A consumer is the ultimate user of the product or service; the consumer may not have
paid for the product or service
Say
Customer Service
There is more to customer service - and satisfaction - than merely fixing or installing the customer's
equipment. The field technician must also be empowered to fix the customer at the same time.
However, without the proper training, most technicians will typically fall back on what they already
know they do best - repairing equipment.
Providing Customer Support Requires More than Just Technical Training
Every day you shall deal with customers that vary by type, size, installed base, equipment usage,
personality and everything else that differentiates one customer from another. However, one thing
remains constant - their systems and equipment are important, if not vital, to their day-to-day
business operations, and they depend on you to keep everything going. It depends on your
continuous availability, operation, and usage of their systems and equipment. For these reasons,
many companies believe that field technicians require much more than just technical training - they
also require a full measure of customer service training.
Customer Relationship Management (CRM) is only what organizations put into it - nothing more,
and nothing less. The trouble is that some organizations still do not recognize the importance of
including customer service training in their CRM initiatives - or even if they do, they don't quite
know how to make it work at the individual technician, individual customer level.
Say
'Listen, Observe, Think, Speak' - or LOTS - approach"
According to Mark Challenger, founder and president of Mind Builder Group, "Every time a
technician walks into a customer's door, he should be thinking LOTS because its guidelines will
foster loyalty and understanding. It works well in virtually every service environment, regardless of
the type of equipment being supported."
Trainer Guide
Say
Listen: A good technician may get all of the information he needs directly from the machine,
but by effectively listening to the client, he can "pull" her over to his side and convince her
that they are working together to not only fix the equipment but meet a production deadline,
avoid the need for an overtime shift, or support the executive office. Listening is always the
right place to start; but it is only the point of entry to the customer relationship. There are
other important things that must also follow.
Observe: Observing begins at the same time as listening. Words are not just words.
The way they are spoken tells a more complete story. Therefore, the field technician must
observe how the customer acts, the tone in which she speaks, and the overall situation
around the equipment itself. Through careful observation, the technician can determine
urgency, complacency, panic or whatever is the emotional content that drives the customer's
expectations and desires - a vital component to responding effectively to the situation at
hand and to building lasting customer respect and loyalty.
Think: Ever since grade school, we have been told to "think before we speak". This is never
more important than when field technicians are dealing with customers - especially with
customers who are faced with an expensive and important piece of equipment that isn't
working. The first words a technician speaks on arriving at the site will set the tone for the
entire service call so it is vitally important to choose them carefully. Choosing the right words
can only be accomplished if they have first listened to and observed the customer and
environment.
Speak: If the previous three areas have been handled properly, this next step should be the
easiest. Technicians should remember that they are the experts. They are the ones on whom
the customer is depending to properly assess the situation, repair the equipment, and get
them back to some semblance of normalcy. Still, the technician's words will be what the
customer remembers long after the technician has left the site, which is why it is so
important for them to wait to do the thinking until after they have listened and observed. You
should know that nearly everything they say will have "legs" - that once they say it, it will be
frozen in time as far as the customer is concerned.
Say
Trainer Guide
Say
Cross-Sell and Up-sell Services

Many people think selling physical products, like computers, printers, or segment-specific
equipment (i.e., medical devices, bank equipment, HVAC units, etc.) is easy. Companies can include
photographs and hardware specs for their products in brochures, catalogs and on their web site;
and demos can often be conducted right at the customer's site.
But, in reality, selling products is actually quite difficult, and for technicians who have never sold
anything in the past, selling your company's products is certainly no slam dunk. And yet,
technicians have an on-going relationship with the customer, and so if they can be taught to "sell"
service agreements, equipment upgrades and professional services on already installed equipment,
they can become a vital source of new revenue.
For example, some customers may vaguely
understand that warranty service on a specific
piece of equipment lasts only for one year
without fully recognizing that post-warranty
support is billed on a time and materials basis which could end up being quite expensive.
Others may have new staff members that
require "fresh" training for an already installed
business system. These are both classic cases
where existing accounts may already be
clamoring for enhanced coverage or extended
service agreements, or for various other types of
professional services that company may offer
(i.e., user training, train-the-trainers assistance,
custom documentation, etc.).
When the field technicians are properly trained in cross-selling and up-selling, they will be able to
pick out which accounts are "ripe" for selling extended maintenance agreements, professional
services, and so on. If you have also been keeping up-to-date with your company's portfolio of
product and service offerings, you will also be ready to speak directly to those accounts on what
will make for a more effective service package over time. What a field technician needs to
contribute to the company's overall services sales effort is a good understanding of what their
customers need, and the ability to match those needs with the various types of products and
services your company offers. When properly trained, you will be able to tap this untapped source
of revenue.
Say
How to communicate with customers
Customer communications matter, peoples expectations and demands of customer service is
continually increasing so the companies that are successful focus on customer service and ensure a
satisfying customer experience.
Trainer Guide
Do
Activity: Think about how you Communicate
Brief: Ask the participants to fill the table given in Participant Handbook
Score each statement: 1: Not like me 2: Sometimes like me 3: Always like me

1
2
3
4
5
6
7
8
9
10
Score
I like to listen as much as talk
In conversation, I am interested in what people feel about things.

I give people time and space in conversation to make their point
I often ask questions to get to the bottom of an issue.
I find it easy to step into other persons shoes and see their point of view
on an issue.
I am easily understood I speak clearly at a steady pace.
I use my body language to influence people.
I use my voice tone to influence people.
I can build a rapport with people easily.
I often take the lead with a customer to achieve a mutually satisfactory

outcome
Add Total Score
Debrief: Interpreting the result
10 -17: Your customer communication skills need work. Start by thinking about your attitude to
people, your communications skills and how you conduct yourself in business conversation.
18 -25: You have strengths and weaknesses in your customer communication skills. Start by
reviewing your lower scores and find new behaviours and ways of communicating that you can
practice and gradually improve your habits.
26 -30: You have high level customer communication skills. To give your assessment more strength,
ask some key people to complete the questionnaire on you and to give you some useful feedback.
It is important to conduct the activity with enthusiasm and involve every participant to generate
interest and involvement from the beginning. Be polite and motivating if anyone scores low in the
above activity while giving feedback.
Trainer Guide
Say
The listening process
Most people assume communication is about speaking. However to be a good communicator you
need to firstly be a good listener. The listening process has three parts: Hearing this is the physical
sensory part, where sound waves travel from the speaker into our ear to our ear drums. Listening
this is the perception part, our body and spirit being attentive and engaged with the speaker to
maximize intake of information. Giving people time and space to speak is foremost. Secondly,
through our body language we need to be an active listener this is discussed later. Interpreting
this is the cognitive part, where our brain receives the information and starts to make sense of it. If
we jump to conclusions we stop listening and interrupt the speaker. If we quickly find the speaker
boring we switch our listening off and the conversation dries up. How you interpret information
therefore plays a big part in determining the power of your listening skillsand therefore your
powers to understand people.
Why it is important to listen first then speak
You walk into a Doctors surgery and begin to tell him your problem. He interrupts you within
seconds saying yes, yes and writes you a prescription telling you what is wrong with you and what
you need to do.
Would you accept the services of this Doctor? Would you trust his diagnosis and treatment?
Fortunately for many people in the world, our need for basic survival has been taken care of. We
have progressed towards wanting to meet our psychological needs and the most fundamental is the
need for security, acceptance and understanding. This starts with genuine listening and yet most
people only listen with intent to respond, not intent to understand. If we do listen, we either
pretend or we selectively listen, that is, we listen to bits and make assumptions.
Like the Doctor, we have a readymade solution before we have truly heard the problem. We
prescribe before we diagnose. I know how you feel, Why not try this?, Yes, I had the same
experience, I wouldnt do that if I were you. This is not the basis to building trust, confidence or to
create a position of credibility and influence.
If we want to create trust, confidence, credibility and influence with our customers we must work
hard to listen genuinely in order to fully understand them. The customer must also perceive that we
are doing so it must be visible in our conduct and manner. We need to diagnose firstthen
prescribe.
Only once we have understood the needs, concerns, issues and feelings of our customers can we
begin to serve them, meet their needs and resolve their problems. We will also be in a position of
trust and credibility in order to influence and lead them.
How to powerfully listen and understand
For most customer situations, actively listening will suffice. This means fully concentrating and
putting effort into the listening process.
If you have the opportunity, prepare well with a structure based around important open
questions.
Build rapport and create a suitable environment for communication.
Take the initiative and make communication two-way and involving.
Trainer Guide
Say
Summarise regularly to establish clear understanding.
You may need to make notes. Let the person know you are doing so.
Focus on the customer and resist external distractions.
Keep an open mind and your emotions positive - dont be defensive or rush to making
excuses.
Use the right voice tone to build trust and interest in the customer.
Analyse what is being said through how people say things and body language.
Look comfortable, use encouraging body language, and maintain eye contact.
Allow silence and give people personal space.
For trickier customer situations, such as a problem or complaint, practice empathetic listening. This
involves putting yourself into the customers shoes, in fact, putting your-self into the customers
mind. We need to see thing from their perspective not our own. We need to relate to their feelings
on matters. We need to appreciate there is a human dynamic to any customer communication as
well as the technical aspects of our product or service.
To help do this, you can:
Repeat back key phrases that they say in a supportive tone.
Rephrase/summarize the content of their communication to check understanding.

Reflect /summarize the feelings in their communication to check understanding.
Ask participant one by one to share their learning outcome of the day.
Ask for any query and address them if any.
Briefly introduce the session and its objective to the class for next day training as per the
session plan.
Must emphasize to the trainees to be on time and carry Participant Handbook with them.
Refer to slides properly showing details of the session.
Trainer Guide
Customers requirement: On Visit or Prior to Visit

Objective
Understand the best way to deal with the customers problem and providing satisfactory
solution for their ease.
Methodology
1. Start the session by asking a question to the class.
What do you understand by good customer care?
2. Wait for the responses and introduce the session by elaborating how to know the
requirement of customer.
Notes
It costs much less to keep an existing customer than to win a new customer, so retaining
existing customers is more profitable for business.
Providing good customer service is not as hard or as costly as you may think. You don't
need to do a business course or send your staff away for lengthy training. This page
contains some simple guidelines to help business owners and managers establish their own
policies and systems to resolve customer complaints effectively.
What good customer service means
Good service builds customer loyalty
If a company has effective customer complaints systems in place, many of those customers
with questions or problems can be retained. Satisfied complainants can be nearly as, or
even more loyal than, customers who did not have a problem.
Trainer Guide
Notes
Mediocre service drives customers away
Even if things do not go badly, research suggests that some customers will still leave
because they are not totally satisfied with the service.
Poor service drives customers away
And they will not always come back and give you the chance to put it right. Often you will
be the last person to hear about your customer's problem. Many customers will not bother
to complain to the business concerned. They will talk to their friends and talk' with their
feet by taking their custom elsewhere. Even if they do complain to you, you could still lose a
number of these customers after only their first complaint.
Negative word of mouth is spread and believed at twice the rate of positive word of mouth.
And social media such as Facebook and Twitter allow people to share consumer
experiences - both positive and negative - straight away.
Things customers say they value highly include:
having a problem fixed first time, and on time
having confidence that you know what you are doing

not being blamed for the problem
showing concern for their situation

being kept informed of progress
being advised what they can do to help avoid the problem recurring.
Trainer Guide
Notes
The customer service role by its nature requires a greater ability in problem-solving and
(albeit not always on a grand scale) project management than many sales roles.
Customer service also tends to connect to - and requires cooperation with - far more
internal functions than a basic selling role. In fact customer service has much in common
with a major accounts sales role, given the emphasis on mediating, problem-solving and the
need to react positively and creatively to diverse and unpredictable customer situations.
And while this explains why so many of the best sales people started their careers in
customer service, it certainly does not follow that the sales role is more important or more
demanding than customer service.
Usually the opposite is true - ask most customers. Many organizations could do well to
think more creatively about where they put their emphasis in respect of customer service
and selling.
10
Trainer Guide
Suggest Possible Solutions

Objective
Explain the customer about the possible solutions of the respective problem.
Methodology
What do you understand by solutions to a problem?
2. Wait for the responses and introduce the session by elaborating how to suggest possible
solutions to the customer.
Notes
Customers are looking for their problem to be easy to report, acknowledged and dealt with
quickly, sensitively, and fairly.
The following checklists include ideas to help achieve the above principles and to help you
develop good complaints handling systems.
Reporting the problem
Ensure that your contact details are readily available to customers eg, in the Yellow Pages
of the telephone book.
When the problem is reported
Thank the customer for bringing the problem to your attention.

Treat the customer with empathy, courtesy, patience, honesty and fairness.
Speak to the customer in person, and do not rely solely on written complaints, or
records of conversations.
Show the customer that you clearly understand their problem by listening and
taking notes.
Ask questions to clarify the situation.
Do not jump to conclusions, apportion blame, or become defensive.
Summarise back to the customer your understanding of the problem.
Respond to the problem quickly, tell the customer how it will be handled and tell
them when they can expect a response.
11
Trainer Guide
Notes
Solving the problem
Tell the customer you are taking responsibility for dealing with the problem.
Familiarise yourself with any background information. This could include checking
internal records, speaking to staff and checking how this compares with the
customer's version of events.
Be solution-focused by involving the customer in this process.
Make sure the customer is happy with the proposed solution before going ahead.
more than their legal right and you feel they are making an unrealistic demand,
explain what the law says. You could refer them to this website or the Citizens
Advice Bureau to check on their legal rights.
Ensure that the solution meets any legal obligations. If the customer is asking for
Where there are no legal obligations, offer a solution that in the circumstances best
meets the needs of your business. For example, if the law says a customer is entitled
to a repair, you may be willing to offer a replacement if that is what the customer
wants. The cost of satisfying the customer is likely to be less than the cost of losing
them.
Make sure you do what you promised to do, and dont delay quick action will keep
customers happy, but stalling and delays will lose customers. If there is going to be a
delay, tell the customer.
Tell the customer what your business will do to prevent the problem from
happening again.
Following up after the problem
Keep a record of the complaint, and what you have agreed with the customer.
Invite the customer to inform you promptly if they are not satisfied.
Keep a record of all problems and complaints raised.
Use these records to help you evaluate your complaints handling systems. They can
help you identify recurring problems with particular goods you sell or services you
offer.
12
Trainer Guide
Notes
Check how well and how quickly your staff are handling complaints.
Use the information to decide.
do I have an adequate way of handling each type of complaint?
do staff know what our policy is for handling the different types of complaint?
what training do staff need?
do staff need better information about the product?
should I be stocking this brand?
Making repairs
Having good systems in place ensures repairs are carried out correctly, within a reasonable
time, and that the customer is kept informed. This is essential to ensuring the customer has
confidence in your work.
Checklist
This checklist can be used in a wide range of industries and situations where repairs are
carried out:
Demonstrate that you understand the problem and respect a need for urgency.
Confirm and explain to the customer in plain language the cause of the problem, and
the repair work you will carry out.
Advise the customer of the shortest time it will take to fix the problem, and confirm
that this is acceptable to the customer
Advise the customer of the cost to fix the problem if the customer is not entitled
under law to a free repair. Providing a written quote or estimate could eliminate
disputes over the price at a later date.
Gain the customers approval before you begin fixing the problem, to ensure there
are no misunderstandings.
Dont argue with the customer over the cause of the problem.
Take responsibility for investigating and fixing the problem. If you believe that
misuse is the cause of the problem, take steps to investigate it.
Make all reasonable attempts to do what you say youre going to do.
Notify the customer if there are any changes to the agreed repairs or additional
work is required. Remember if you carry out unauthorised work, the customer may
not have to pay for this.
Ensure you have the customer's contact details so you can contact them easily if
necessary.
Advise the customer when the repair is completed.
Provide the customer with a record of the repair work.
Where appropriate, explain what you have done to remove the problem and prevent
it recurring and ensure the customer has a manual or instructions for using the
appliance.
Invite the customer to contact you promptly if the repair is not working as they
expected.
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Trainer Guide
Documentation Process
Objective
Understand the need of the documentation
Methodology
What do you understand by documentation?
2. Wait for the responses and introduce the session by elaborating how to follow
documentation process.
Notes
Documentation and record keeping are important to ensure accountability, facilitate
coordination of care between providers and for service improvement.
Why it is important to document and maintain proper records:
Continuity of care. Records provide a case history and a more holistic picture in
order to follow-up on services or try different approaches to assist the client. This is
especially for clients with long-term or complex needs, or who require multiple
services. Accurate and up-to-date recording is important especially when there is an
emergency and the staff-in-charge is not available (due to illness, vacation,
resignation, etc.). Good records and documentation will facilitate communication
between service providers to ensure coordinated, rather than fragmented, service.
Accountability. It is important to be able to provide relevant client information at

any given time and the organisations response to their needs.
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Trainer Guide
Notes
Service improvement. Well-documented records can also lead to improved

services to the clients/customers by helping the staff organise his/her thoughts.
Aggregated client information can also facilitate service planning, service
development and service reviews. The information can also form primary data to
conduct evidence-based research.
We all should follow proper record keeping templates as per the organizations standard
and fill it carefully.
Here is sample repair/replacement form for your understanding:
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Trainer Guide
Productivity and Quality Achievement

Objective
Explore how to achieve productivity and quality set by the organization .
Methodology
What do you understand by productivity & quality?
2. Wait for the responses and introduce the session by elaborating how to achieve
productivity and quality.
Notes
Productivity is the relationship between a given amount of output and the amount of input
needed to produce it.
Achieving high productivity and quality in any organization typically involves getting the
most out of limited resources, such as manpower or equipment. A challenge to anyone in
the organization is to discover ways to increase productivity while maintaining high levels
of quality. A variety of methods are available to accomplish this goal.
Service Level Agreement (SLA)
A Service Level Agreement is an important document that is used to define the level
of a service that exists between a service provider and their customer.
The agreement is generally in expressed in a simple language so that it can be clearly
understood by the customer. The document may also include more technical terms
for defining the service. The Service Level Agreement is often part of a wider service
contract.
A Service Level Agreement can either be an informal contract between parties or a
legally binding contract.
The SLA may address several areas including the availability of the service, the
performance of the service, how it will operate, and priorities responsibilities of
involved parties, guarantees and warranties.
As well as defining key areas, the Service Level Agreement may also specify a level of
service, including targets and a minimum level that can be reached.
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Trainer Guide
Notes
Sample SLA
Every company has their own SLA terms and conditions, so being field technician you
should read your companys SLA very carefully. Below is given sample template of SLA.
An SLA is best described as a collection of promises. The document records the promises,
but not the means or details of execution. While it may contain costs for
services, i.e. charging, the primary location to discover charges is the service catalogue,
formerly known as the menu of services. The actual structure is dependent on the
organization type and activity which might take the perspectives of service, customer, or
multi-level agreements. However, the general structure of the agreement is:
Contract
Amendments
Service Description
Service Hours
Service Availability
Reliability
Customer Support
Service Performance
Functionality
Change Management Procedure
IT Service Continuity
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Trainer Guide
Notes
Security
Printing
Charging (if applicable)
Service Reviews
Glossary
Amendment Sheet
We will discuss more about this topic in coming modules.
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Trainer Guide
Module 3: Install, Configure & Setup Hardware System
Session
Tools
Installation requirement and

install the hardware
Configure and install the
peripherals
Check system functionality
Set up the software
Complete the installation task
and report
Interact with Customer
Interact with Superior
Productivity and Quality
Achievement
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Duration (hrs)
6
6
6
6
6
6
6
6
Installation requirement and install the hardware
Objective
Understand and explore the installation requirement and how to install the
hardware.
Methodology
What do you understand by installation of hardware?
2. Wait for the responses and introduce the session by elaborating how to install hardware
and requirement of installation.

1
Trainer Guide
Notes
Basic Electronics
In order to master the basic principles of electronics one has to study about the different
components, circuits And measuring instruments used in electronics. There are two types
of components that we come across namely Active and Passive components.
Resistors, Capacitors etc. are known as passive components because they can only
attenuate the electrical voltage and signals And cannot amplify. Whereas devices like
transistors, operational amplifier (Op Amp) can amplify or increase the amplitude And
energy associated with the signals. Hence the transistors and Op Amp come under active
devices. These components can be combined in different configurations by interconnecting
them with conducting wires to build different useful Electronic circuits.
We would here study about rectifiers, amplifiers, Oscillators etc. under the category of
circuits. Apart from the components and circuits we must also have familiarity on the
principle of operations and usefulness of some of the essential electronic measuring
instruments such as digital multimeters, regulated power supplies, function generators,
oscilloscopes, etc., These help us in trouble shooting the circuits and identify the faulty
components Whenever the circuits that we build do not work as expected.
The diagram below gives in a nut shell the above ideas in the form of a flow diagram.

2
Trainer Guide
Notes

3
Trainer Guide
Notes
Breadboard
For Circuit Preparation
The breadboard contains a number of metal clips aligned beneath the array of holes so that
when we insert the lead of a component (say, resistor) inside a hole, the clip grips the lead
tightly. Observe the figure. Fig (a) shows a metal clip before a component inserted, while Fig
(b) shows after the lead inserted. Fig (c) shows a clip which is beneath an array of 5-holes.
All the five holes correspond to one node since all of them are connected together
electrically by the metal clip. That means up to 5 wires can be connected to this single node.
How to check the breadboard for this arrangement of connectivity below. We can do that
simply by using a Digital Multimeter (DMM) and a couple f wires. Insert the wires into the
two holes between which you want to check the electrical continuity. Use the DMM in
resistance mode and connect the two probes of the DMM to two strips of wires. If the
resistance shown is Zero then they are connected. If the DMM reads high resistance then
the two points are disconnected electrically (infinite resistance or open).

4
Trainer Guide
Notes
Digital Multimeter
A Multimeter is indeed a multiple meter. It measures dc and ac voltages, currents and in

addition resistances. In some recent DMMs we can measure even frequency, capacitance,
etc. Two long probes are used to connect the DMM to a circuit during a measurement. The
central dial knob is rotated to choose the parameter we wish to measure. When not in use
we keep the knob in OFF position.
Fig. Dual Multimeter
Power Supply
For performing experiments we need a Power supply which can provide the necessary
power to activate the circuits.
The power supply we will be using here has the following outputs:
1. 0 to 30 V variable DC Voltage, 1A max.
The voltage can be read on a digital display panel.
2. 2. -15 _ 0 _ +15 Dual supply, 1.5A max.
3. 3. 5V Fixed Dc Voltage output, 3A max.

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Notes

6
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Notes
Resistors
Resistors can be of two types:
Fixed Value Resistors

Variable resistors.
The formula for resistance is given by:

R=l/A
where is resistivity, l is length and A is area of cross section
Different value resistors can be manufactured by changing the length and area of cross
section or the material itself which changes the resistivity. Materials generally used for
fabrication of resistors are nichrome (80 % Ni and 20 % Cr), constatntan (55% cu and 45
% Ni) and Manmganin (85 % Cu and 10 % Mn and < 5 % Ni).
Metals are not used as they have a very high temperature coefficient of resistance.
Colour Code for Resistors
The first two bands near an end indicate
first 2 digits, digit corresponding to 3rd
band is the power of 10 to be multiplied
and fourth band indicates tolerance as
mentioned in the figure.
Refer fig., where brown = 1, black = 0, red
= 2 and silver = 10 % tolerance. Hence its
value is
10 x 10 2 = 1 k .
Most commonly used resistors in lab are
fixed value resistors which exist for
standard values according to E12. Other
ranges are E24 and E48 Ranges.

7
Trainer Guide
Notes
Capacitors
Capacitors are capable of storing
charges. They are used for coupling
ac signals from one circuit to
another
and
for
frequency
selection etc. A capacitor consists
of 2 metallic plates separated by a
dielectric.
The capacitance is defined as :
C = o r A / d,
where A is the area of plates, d is
plates separation,
o is
permittivity of free space and r is relative permittivity. An important parameter for
capacitors is its voltage handling capacity beyond which the capacitor dielectric breaks
down.
Colour and Number Code of Capacitors
Different marking schemes are used for electrolytic and non-electrolytic capacitors.
Temperature coefficient is of minor importance in an electrolytic filter capacitor, but it is
very important in ceramic trimmers for attenuator use. One never finds temperature
coefficient on an electrolytic label, but it is always present on ceramic trimmers.
Electrolytic Capacitors:
There are two designs of electrolytic capacitors:
(i)
Axial where the leads are attached to each end

(10mF in picture) and
(ii)
Radial where both leads are at the same end

(10mF in picture).
Non-Polarised Capacitors (< 1F): Small value capacitors have their values printed but
without a multiplier. For example 0.1 means 0.1F = 100nF. Sometimes the unit is placed in
between 2 digits indicating a decimal point. For example: 4n7 means 4.7nF.
Capacitor Number Code: A number code is often used
on small capacitors where printing is difficult: the 1st
number is the 1st digit, the 2nd number is the 2nd digit,
the 3rd number is the power of ten to be multiplied, to
give the capacitance in pF. Any letters just indicate
tolerance and voltage rating. For example: 102 means
10 X 10 2 pF = 1nF and 472J means 4700pF = 4.7nF (J
means 5% tolerance).
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Trainer Guide
Notes
Inductors
Inductor is a component made by a coil of wire
which is wound on a core. It is used to vary the
impedance of a circuit or for frequency tuning.
The value of an inductor depends upon the total
number of turns (N), area of cross section of the
core (A) and length of the core (l).
The formula is
L = o r N2 A / l.
Its unit is in Henry.
Diode
A diode is a single junction device made
of p and n type materials. Its main
function is to rectify an ac signal
although other special purpose diodes
like zener and LEDs are used for other
purposes. A normal diode comes in a
black casing whereas a zener diode has
a transparent casing. Their pictures and
symbols are given in figure.
Light Emitting Diode (LED)
LEDs are p-n junction devices which
emit light radiation when biased in the
forward direction. The semiconductor
material used for these junctions is a
compound semiconductor like AlGaAs
whose band gap corresponds to a
particular wavelength according to
equation ,
Eg = 1.24 /
Where, Eg is the band gap in ev and is
the wavelength in microns. (e.g. red ~
0.7 hence corresponding E g = 1.24 / 0.7 = 1.77 ev).

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Trainer Guide
Notes
Transistors
Transistors are semiconductor devices
used for applications like amplification of
voltages, current and are also used in
oscillator circuits and switches. Its a two
junction and 3 terminal devices made of
three layers of n and p type materials. The
three regions are emitter, base and
collector.
Transistors are of 2 types:
(i)
pnp and
(ii)
npn.
Their most important specifications are Ic,

Vce, hfe and Power rating. They come in
different casings like TO18, TO92C, and
TO39 etc.

10
Trainer Guide
Notes
Integrated Circuit
Today all electrical, electronic and computer parts have ICs in them. Integrated circuit is a
name given to a package which can hold more than 10 and up to millions of electronic
components.
They can give various functions like :
(i)
the function of a full microprocessor circuit

(eg 8085),
(ii)
a memory chip,
(iii)
a voltage regulator (LM 7805) or
(iv)
(iv) Can contain just 10 AND gates (eg

LS7400).
They come in a black bench like casing with a notch on one side and with electrical legs for
connections, which are called pins. The size is usually around 1 cm2 X 1 cm2.
Its name is always written on top which contains a few letters with numerals, according to
its type, make and company. For example an IC with name LS 7400 would mean LS series
with And gates, LM741C - mA741C is an operational amplifier (opamp). Datasheets can be
referred to, to know the details of pin configurations and make etc.
The pins are usually read starting from left of notch and going anticlockwise as shown in
picture for 555 timer IC.
Fabrication of an IC is a highly sophisticated and expensive process requiring clean rooms

and very expensive equipments like photolithography, metallization and diffusion etc. But,
because of their bulk manufacture and requirement the cost of each IC is very low.

11
Trainer Guide
Notes
Cathode Ray Oscilloscope (CRO)

CRO is an instrument which is used to measure voltages that change with time and to
display the waveforms in real time mode. There is a graphical scale present on the screen
which is used to calculate the voltage or frequency value. A very important specification of
a CRO is its bandwidth which gives the maximum frequency of a signal which a CRO can
measure. A simple oscilloscope consists of a cathode ray tube, a vertical amplifier, a time
base, a horizontal amplifier and a power supply.
Fig 12 shows the block diagram of a CRO. Cathode-ray tube is a vacuum tube in which a
beam of electrons is produced and focused onto a fluorescent screen. The electrons kinetic
energy is converted into light energy as they collide with the screen. It is an essential
component of television receivers, computer visual display units, and CRO.
Between the electron gun and the screen are two pairs of metal plates :
(i)
Horizontal Deflection Plates and
(ii)
Vertical deflection plates.
These are driven by Horizontal Deflection system and Vertical deflection system
respectively.

13
Trainer Guide
Notes
CRO controls from the front panel

1. Intensity: This knob controls the brightness of the trace by adjusting the number of
electrons emerging from the gun.
2. Focus: This control is for making the trace on the screen sharper. It is connected to the
anode of the electron gun whose voltage collimates the electron beam.
3. Vertical Position & Horizontal Position: Through these controls the beam can be
positioned at variable vertical or horizontal positions as desired. These knobs apply a
dc voltage to the vertical and horizontal deflection plates.
4. V / Div. This control is used to control the voltage sensitivity. This is internally
connected to an attenuator of the vertical system. It determines the voltage required by
the vertical plates to deflect the beam vertically by one division.
5. Time / Div. This determines the time taken for the spot to move horizontally across
one division of the screen when the sweep is generated by triggering process. The
signal which is fed to the vertical deflection plates provides the triggering to the
waveform. Each position of the time/ div knob is applicable for a particular frequency.
This determines the horizontal sensitivity of the observed signal.
6. Trigger Source: This selects the source of the trigger to be applied to the saw tooth
waveform. There are usually three possible sources
(i)
Internal: This is mostly used for all applications. The vertical signal applies
the triggering signal.
(ii)
Line: This is generally used when the voltage to be measured is related to
the line voltage. This selects the 50Hz line voltage.
(iii) External: In this case an external signal is applied to trigger the saw tooth
waveform.
7. Slope: This determines whether the time base circuit responds to the positive or
negative slope of the triggering waveform.
8. Level: This determines the amplitude level on the triggering waveform which can start
the sweep
9. AC, DC, GND: This selects the coupling mechanism for the input signal to the CRO. In dc
mode the vertical amplifier receives both ac and dc components of the input signal. In
ac mode the coupling capacitor blocks all dc components and displays only pure ac
waveform. In gnd configuration, the input signal is grounded and one gets a straight
line. To measure the dc component of any signal (ac or dc), one has to switch from ac to
dc mode and observe the vertical shift of the waveform. The amount of vertical shift in
volts gives the corresponding dc component.
10. X-Y mode: In this mode of operation two signals are superimposed at right angles on
each other. The saw tooth time base circuit is disconnected from the horizontal
deflection plates and the external signal which s fed to channel two is given to time base
instead. Hence if two sine waves are fed to two channels respectively then the electron
beam will undergo deflection according to right angle superposition of two sine waves.
It will trace lissajous figures.

14
Trainer Guide
Notes
Computer
Computers are devices that accept information and then
manipulate it to produce a result.
Computers allow us to perform many different tasks from
gaming to complicated calculations. Computers range from
very large to very small and it is estimated that there are
over 1 billion of them in use around the world.
There are many different types of computers and people
often choose which type they use based on what sort of
tasks they want the computer to carry out. This section
covers the main types of computers.
Personal Computer (Desktop PC)
Personal Computers are usually found in the home/Offices.
They are designed to be used by one person at a time and perform tasks such as office work,
gaming, household accounts, internet access and emailing.
Personal Computers are made up of input devices, output devices and storage devices all held
together within a base unit which houses all the hardware components that make the PC work.
Laptop
Laptops are portable computers and are small enough to sit on your lap.
They can be used almost anywhere due to their small size and a built-in
battery which powers the laptop when there is no access to a plug socket.
Modern laptops are generally almost as powerful as a Desktop

PC and are used for similar tasks and purposes.
They have LCD screens (Liquid Crystal Display) which
use low-power. This helps increase the run-time of a laptop's
battery.
Mainframes
Mainframes are very large and expensive and are capable

of supporting hundreds, or even thousands, of users at
the same time.
They are used in large organisations for processing huge
amounts of data or to control massive networks of
computers.
Mainframes use more than one processor (parallel
processing) which means they can process many jobs at the same time.
Early mainframes were the size of a room and got their name because they were housed
in large metal frames.

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Trainer Guide
Notes
Computer Hardware -Introduction
Definition: "All the physical parts of a computer that you can see, touch and pick up are
known as hardware."
Hardware works with computer code to carry out jobs such as:
Producing an image on a computer screen
Producing sound
Moving cursers/pointers around a screen etc.
Examples of hardware(Input, Output & Peripheral):
Fig . Keyboard
Fig. Mouse
Fig. Printer
Fig. CD ROM
Fig. Speaker
Fig. Webcam
Fig. Monitor
Fig. Motherboard
Fig. RAM
Fig. Scanner
Fig. Digital Camera
Fig. Hard Disk

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Trainer Guide
Notes
Fig. Processor
Fig. CPU
Fig. CPU-Power Supply
Fig. Mic
Fig. Memory Stick
Fig. Router
Fig. CD Drive
Fig. UPS
Fig. CPU-Fan
Fig. Projector

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Trainer Guide
Notes
Motherboard
Motherboard is glue which binds all the components of a Computer. Every component
directly or indirectly attached/installed/connected to a system has a connection to
motherboard, because it is the base on which system and its components/peripheral
devices stand and perform. Technically speaking motherboard is a PCB (Printed Circuit
Board) that provides an interconnection to almost every component present in a computer.
It is also known as system/main board.
Microprocessor
Chipset
Sound & Video
Controller
Mouse/Keyboard
Connector
Serial/Parallel
Ports
Expansion Bus
Memory Socket
RAM Module
Cache Memory
Motherboard
Roles of Motherboard
There are various roles that a motherboard plays. The important ones are as follows:
It acts as glue which binds all the components together. Its main job is to coordinate
with the various operations performed by the various components.
It serves as an interface for all the modular singular components of a system like
Central Processing Unit (CPU), Random Access Memory (RAM), Storage device
like Hard Disk (Magnetic or Solid State), Scan Disk, Pen Drive etc.
To provide slots and expansion cards to enhance the functionality of a system.
There is development of new devices with new interfaces every day. Motherboard
need to provide the slots to include the functionality.
To deliver the power to the various components and devices as per their
requirements.

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Trainer Guide
Notes
If we have a look at basic structure of motherboard, we can easily identify:

1.
2.
3.
4.
5.
6.
Microprocessor Socket
BIOS (and Battery)
RAM memory slots (DIMM, DDR, ...)
Card Slots (PCI, ISA, AGP, ...)
Chipset
Connectors
PS/2 (Keyboard, Mouse)
USB
IDE Bus
Serial and parallel ports (COM & LPT1)
Power supply (CN1)

20
Trainer Guide
Notes
Fig 1.Motherboard
Fig 2.Motherboard

21
Trainer Guide
Notes
Processor (CPU / Central Processing Unit)

The Central Processing Unit (CPU) is the brain of the computer.
The CPU 'controls' what the computer does and is responsible for performing
calculations and data processing. It also handles the movement of data to and from system
memory.
CPU's come in a variety of speeds which are known as 'clock rates'. Clock rates are
measured in 'Hertz'. Generally, the faster the clock rate, the faster the performance of the
computer.
There are two main brands of CPU currently on the market... AMD and Intel:

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Trainer Guide
Notes
BIOS (Basic Input/Output System)
It is a memory (ROM) keeping a group of routines needed to control system devices.
It allows booting process.
System configuration is saved in a CMOS memory needing a battery not to lose the
information.
Some of them allow configuring Microprocessor or busing clock speed above their
recommended values. This process is called Over-clocking.
Memory
Cach Memory (L1, L2)
Placed between RAM and Microprocessor.
It is extremely fast but with low capacity and high cost.
L1 is built in the Microprocessor.
L2 can be found on the Main Board.
Volatile (loses data when turned off)
RAM (Random Access Memory)
Stores data temporarily.
Higher capacity (Mbytes), cheaper

and slower than
Cach.
Need a refresh not to lose data.
Volatile (loses data when turned off)
ROM (Read Only Memory)

No-Volatile

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Trainer Guide
Notes
Fig. RAM Memory Slots on Motherboard
Fig. RAM Card Assembly
Chipset
We all understand a simple fact; to make a system run there should be a Central Processing
Unit the brain of a computer. Processor is the one which controls the functionality of the
machine. But as it is clear from the above that there are many components or peripheral
devices that are present in a computer. So there needs to be a proper channel or medium
for an effective and efficient communication between processor and other components.
This task is taken up by Chipset. It consists of 2 parts:
Northbridge and
Southbridge
These two separate units control the memory cache, external bus and loads of peripheral
components/device. The fast end of the hub is known as the Northbridge, and the slow end
is known as Southbridge.
The main reason that the chipset is divided into two separate units is that it is difficult to
integrate the various components on a single chip. And moreover the accessing/transfer
speed of instructions/commands/data between the processor and other components
(some of the components processes/interprets slowly) is different, so Northbridge
provides fast access as compared to Southbridge.
Northbridge is the part of the chipset which communicates with the processor. As its
interaction is with processor, so it is fast. It acts as a medium channel between processor
and memory, level 2 cache, and AGP Accelerated Graphics Port. Southbridge is slower
than the Northbridge and it connects and controls computer Input output functions. It
controls Universal Serial Bus USB, the system Basic Input output System BIOS, serial
ports etc. In other words we can say they control all the functionality except that of
memory and AGP.

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Trainer Guide
Notes
Fig. Chipset in Motherboard
Fig. Function of Chipset

25
Trainer Guide
Notes
Video Card (Graphic Card)

Graphics cards are hardware devices that plug into the motherboard and enable the
computer to display images on the monitor.
Graphics cards usually require the installation of software alongside the hardware. The
software instructs the computer how to use the graphics card and also allows you to alter
settings to change image quality and size.
Sound Card
Sound cards are internal hardware devices that plug into the motherboard.
A sound card's main function is to allow the computer system to produce sound but they
also allow users to connect microphones in order to input sounds into the computer.
Sound cards are also useful in the conversion of analogue data into digital and vice versa.
Fig. Graphic Card
Fig. Sound Card
Storage Devices
Secondary storage devices are used to store data that is not instantly
needed by the computer.
Secondary storage devices permanently store data and programs
for as long as we need. These devices are also used to back-up
data in case original copies are lost or damaged.
There are two categories of storage devices:
Internal Storage - Internal Hard Disk Drives
External Storage - External Hard Disk Drive, Memory Stick etc.

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Trainer Guide
Notes
Features of External Hardware Computer Components

External computer components connect to a computer system from OUTSIDE. They are not
necessary for the system to function but make our experiences easier or better.
Input Devices (used to get data into a computer)
Output Devices (used to get information out of a computer)
Peripherals
Input Devices
Input devices are pieces of hardware that get raw data into the computer ready for
processing.
Processing involves taking raw data and turning it into more useful information.
Input devices fall into two categories:
Manual Input Devices - Need to be operated by a human to input information
Automatic Input Devices - Can input information on their own.
Output Devices
When inputted raw data has been processed it becomes usable information. Output devices
are pieces of hardware that send this usable information out of the computer.
Some output devices send information out temporarily and some send information out
permanently:
Temporary Output Devices - E.g. Monitors which constantly refresh the outputted
image on the screen.

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Trainer Guide
Notes
Permanent Output Devices - E.g. Printers which output information onto paper as a
hard copy.
Peripheral Devices
Almost all input and output devices are known as 'Peripheral devices'.
These are 'non-essential' hardware components that usually connect to the system
externally.
Peripherals are called non-essential because the system can operate without them.

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Notes
Power Supply Unit
The power supply unit in a computer converts the

required voltage given to CPU as needed by the
computer.
It sends power to the motherboard as well as to each
device within the CPU.
Also consist of an exhaust fan within it.
Also known as power house of a CPU.
Rear Panel Ports

These are the rear panel I/O ports on the motherboard. When the motherboard is installed
in a computer case, these ports are located at the rear of the case. Refer to the following
table for more information.
Item Description
Item Description
PS/2 mouse port
PS/2 keyboard port I
Center/subwoofer jack
Serial port
Rear speaker jack
Parallel port
Side speaker jack
VGA monitor port
Line in jack
IEEE 1394 port
Line out/front speakers jack
Four USB 2.0 ports
Microphone jack
Network port
What is a Port?
A port:
is a physical docking point using which an external device can be connected to the
computer;
can also be programmatic docking point through which information flows from a
program to computer or over the internet.
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Trainer Guide
Notes
Characteristics of Port
A port has the following characteristics:
External devices are connected to a computer using cables and ports.
Ports are slots on the motherboard into which a cable of external device is plugged
in.
Examples of external devices attached via ports are mouse, keyboard, monitor,
microphone, speakers etc.
Serial Port
Used for external modems and older computer mouse

Two versions: 9 pin, 25 pin model
Data travels at 115 kilobits per second
Parallel Port
Used for scanners and printers

Also called printer port
25 pin model
Also known as IEEE 1284-compliant Centronics port
PS/2 Port
Used for old computer keyboard and mouse

Also called mouse port
Most of the old computers provide two PS/2 port, each for mouse and keyboard
Also known as IEEE 1284-compliant Centronics port
Universal Serial Bus (or USB) Port

It can connect all kinds of external USB devices such as external hard disk, printer,
scanner, mouse, keyboard etc.
It was introduced in 1997.
Most of the computers provide two USB ports as minimum.
Data travels at 12 megabits per seconds
USB compliant devices can get power from a USB port.
VGA Port
Connects monitor to a computer's video card.
Has 15 holes.
Similar to serial port connector but serial port connector has pins, it has holes.

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Trainer Guide
Notes
Power Connector
Three-pronged plug
Connects to the computer's power cable that plugs into a power bar or wall socket
Firewire Port
Transfers large amount of data at very fast speed.

Connects camcorders and video equipments to the computer
Data travels at 400 to 800 megabits per seconds
Invented by Apple
hree variants: 4-Pin FireWire 400 connector, 6-Pin FireWire 400 connector and 9Pin FireWire 800 connector
Modem Port
Connects a PC's modem to the telephone network.
Ethernet Port
Connects to a network and high speed Internet.

Connect network cable to a computer.
This port resides on an Ethernet Card.
Data travels at 10 megabits to 1000 megabits per seconds depending upon the
network bandwidth.
Game Port
Connect a joystick to a PC
Now replaced by USB.
Digital Video Interface, DVI port
Connects Flat panel LCD monitor to the computer's high end video graphic cards.
Very popular among video card manufacturers.
Sockets
Connect microphone, speakers to sound card of the computer.

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Trainer Guide
Notes
Cooling Devices
The more your computer processes, the more heat it

generates.
To avoid overheat of the processor it is very important to
cool it down.
As when multiple process are going in the process the
CPU easily get overheated.
We can use HEAT SINK paste to help it out.
It is very important to work the CPU fan well because it
may lead to the damage of microprocessor.
Cables
Cables and connector in computer system are very important as it plays a very
important role in it.
All elements of CPU are connected via Cable/Connector.
The cable or connectors used for the connection of CPU devices are special and are
made up for specific type of devices.
Power cord, VGA cord, SATA/PATA HDD cable and many more as depicted in the
pictures below.
We can simply categorise these into little simpler one:o For power
o For data transfer
Fig. Power Cable
Fig. SATA Power Connector
Fig. VGA Cable
20 PIN ATX Power Connector
This connector is one of

the largest connectors
inside your computer.
That connects the
computer power supply to
an ATX style motherboard.
As shown to the picture to the right, this 20pin cable is a multi-color cable and may be
labelled as P1.

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Trainer Guide
Configure and Install the Peripherals
Objective
State how to configure and install the peripherals.
Methodology
What do you understand by configuration & installation of peripherals?
2. Wait for the responses and introduce the session by elaborating how to configure and
install hardware and requirement of installation.
Notes
Handling Electronic Assemblies
Electrostatic Discharge (ESD)
Certain components used in electronic assemblies are
sensitive to static electricity and can be damaged by its
discharge. Static charges are created when nonconductive materials are separated, such as when plastic
bags are picked up or opened, when friction occurs
between articles of synthetic clothing, when plastic tapes
are dispensed and many other causes.
Always handle circuit boards by the

edge
Destructive static charges are induced on nearby

conductors, such as human skin, and delivered in the form of sparks passing between
conductors, such as when the surface of printed board assembly is touched by a person
having a static charge potential. If touched at the right solder joint or conductive pattern,
the circuit board assembly can be damaged as the discharge passes through the conductive
pattern to a static sensitive component. It is important to note that usually the static
damage level for components cannot be felt by humans. (Less than 3,000 volts.)
Electrical Overstress (EOS)
Electrical overstress damage can be caused by generation of unwanted energy; such as
spikes, occurring within soldering irons, solder extractors, testing instruments and other
electrically operated equipment. This equipment must be designed as to prevent unwanted
electrical discharges.

33
Trainer Guide
Notes
ESD/EOS Safe Work Areas
The purpose of an ESD/EOS safe work area is to prevent damage to sensitive components
from spikes and static discharges. These areas must be designed and maintained to prevent
ESD/EOS damage.
Handling and Storage Methods
1. Circuit board assemblies must always be handled at properly designated work
areas.
2. Designated work areas must be checked periodically to ensure their continued
protection. Areas of main concern include:
Proper grounding methods.
Static dissipation of work surfaces.
Static dissipation of floor surfaces.
Operation of ion blowers and ion air guns.
3. Designated work areas must be kept free of static generating materials including
Styrofoam, vinyl, plastic, fabrics and other static generating materials.
4. Work areas must be kept clean and neat. To prevent contamination of circuit board
assemblies, there must be no eating or smoking in the work area.
5. When not being worked on, sensitive components and circuit boards must be
enclosed in shielded bags or boxes. There are three types of ESD protective
enclosure materials including:
Static Shielding - Prevents static electricity from passing through the
package.
Antistatic - Provides antistatic cushioning for electronic assemblies.
Static Dissipative - An "over-package" that has enough conductivity to
dissipate any static buildup.
6. Whenever handling a circuit board assembly the operator must be properly
grounded by one of the following:
Wearing a wrist strap connected to earth ground.
Wearing 2 heel grounders and have both feet on a static dissipative floor
surface.
Circuit board assemblies should be handled by the edges. Avoid touching the
circuits or components. (See Figure above)
Components should be handled by the edges when possible. Avoid touching the
component leads.
Hand creams and lotions containing silicone must not be used since they can cause
solderability and epoxy adhesion problems. Lotions specifically formulated to prevent
contamination of circuit boards are available.
Stacking of circuit boards and assemblies should be avoided to prevent physical
damage. Special racks and trays are available for handling.

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Trainer Guide
Notes
Assemble a basic Desktop PC

Step 1: Procuring/Collecting Parts
First you will need to collect the parts
necessary to build the computer. The
parts we will use in this project are
labeled in figure 1:
1. Processor (CPU)
2. Computer Case
3. Optical Drive (DVD RW and SATA
capable)
4. Memory (RAM)
5. Power Supply
6. SATA Cables
7. Motherboard (SATA Capable)
8. Processor Fan
9. Case Fan
10. Hard Drive (SATA Capable)
11. Assortment of case and drive screws (Not Pictured)
Caution: Double check the manufacturers specifications on all items before you purchase
them. Kits are supposed to contain compatible parts, but mistakes can happen.
Step 2: Gather Tools and Supplies
Gather the tools you will need for the project:
Screwdriver (for slotted and Phillips head
screws)
Wire cutters and strippers
Needle-nosed pliers
Utility knife
Small flashlight
Adjustable wrench
Small container to hold screws
Heat sink compound
Grounding Strap
You may not use every single one of these tools in every installation, but it is best to have
all of them on hand in case you have a use for them.
Warning: Using incorrect tools for a task (such as turning a screw with a knife blade) can
cause equipment damage and bodily injury

35
Trainer Guide
Notes
Step 3: Open the Case

Open the computer case by removing the side panels. Find the screws that hold the side
panels in place and remove them (shown in figure 3 circled in red). The panel is removed
by first sliding it back (figure 4) then lifting it away from the case (figure 5).
Warning: Case may have sharp edges. Handle with care to avoid injury.

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Trainer Guide
Notes
Step 4: Prepare the Case for Assembly

Three things need to be done before assembly begins:
Remove any parts or packaging materials

that may have been shipped inside the
case (figure 6).
Remove the cover for the optical drive.
On our case, we will be removing the
cover on the highest drive bay to mount
our DVD drive as shown in figure 7. Do
this by pressing in the retaining tabs
shown in figure 8.
Make note of the cables pre-installed in
the case. These should be front panel
connections for features such as the power switch, audio jacks and USB ports. If
they are not labeled, consult the manufacturers documentation and label them
yourself now before other parts are installed in the case (figure 8).

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Trainer Guide
Notes
Step 5: Ground Yourself

Put the grounding strap on your wrist (Figure 10) and connect the other end to the computer
case. If your strap is not equipped with a clip to hook to the case, find a place to wedge against
the metal as shown in figure 11. This will prevent any buildup of static electricity on your body
from damaging the computer components.
Caution: Static electricity can ruin computer components. Always wear a grounding strap when
handling any internal components.
Step 6: Install Motherboard

To install the motherboard we need parts that should have been included with your
purchased components:
I/O Bezel is a trim panel installed in the back of the case that surrounds the
interface ports on the motherboard. It should be included with the motherboard.
Figure 12 shows the contents of the motherboard box.
Standoffs are installed in the case screw holes to create a riser that separates the
case and motherboard. The screws install into the standoffs as shown in figure 13.
Screws and standoffs should be included with the case, but it is a good idea to order
these items just in case they aren't included.
Follow these steps to install the motherboard in the case:

1. Install the I/O bezel plate into the opening in the back of the case (figure 14). It
pushes in from the inside.
2. Install standoffs in the case. The standoffs screw into the motherboard mounting
holes shown in figure 14. Check the screw hole locations on the motherboard for
exact placement.
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Trainer Guide
Notes
1. Lower the motherboard into the case and align with the I/O bezel.
2. Install the screws.
Figure 15 shows the motherboard installed in the case. It works best to leave the screws
loose until all of them have been started and the board is aligned with the bezel.
Caution: To prevent damage to the motherboard it must only contact the standoffs and
screws. All of the standoffs and screws must be installed.

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Trainer Guide
Notes
Step 7: Install Hard Drive

The hard drive is the device that stores all of your data. It is 3.5" wide and needs to be
mounted so that you can gain access to the cable connections on the back (figure 16). If
that is not possible you may need to connect cables before you install the drive. To mount
the drive:
1. Find a 3.5" drive bay to install the drive in. If you have trouble finding a place to
mount the drive consult your case documentation for suggestions.
2. Slide the drive into place until the screw holes on the sides are lined up with the
holes in the case.
Step 8: Install Optical Drive

The optical drive is 5.25" wide and is
installed in the drive bay that we removed
the cover from in a previous step. Cable
access considerations apply to this drive
also. To install the drive:
1. Slide the drive into the drive bay
until the screw holes are lined up and
the front of the drive is flush with the
front of the case (figure 18). Make
sure that it is orientated correctly.

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Trainer Guide
Notes
Step 9: Install the CPU

The CPU is the brain of the computer. It is
installed on the motherboard in the socket shown
in figure 20.To install the CPU:
1. Find the corner marking that designates
pin 1 of the CPU as shown in figure 19. On
this AMD brand processor, the corner is
marked with an arrow. Consult the
manufacturer's documentation for specific
information about your processor.
2. Lift the small metal rod next to the socket
as shown in figure 20.
3. Find the corresponding marking on the CPU socket and insert the CPU so that the
markings are lined up.
4. Push the rod down to lock the processor in place (figure 21).
Step 10: Install RAM

The RAM is the temporary memory location that the processor works from. Permanently
stored data is pulled from disks and stored in RAM while the processor works with it. The
memory is easy to install:
1. Set the RAM board in the socket as shown in figure 22. Check to see that the notch in
the board is in the correct location. If it is not, turn it around 180.
2. Press firmly on both ends of the board to set it into the socket. Make sure the tabs
lock into place as shown in figure 23.
Caution: Pressing the boards in when the tab is not aligned could cause damage to the
RAM boards as well as the motherboard.

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Trainer Guide
Notes
Step 11: Install the CPU Fan

The CPU fan is really a combination of a heat sink and fan together. The unit draws heat
away from the CPU. To install the fan:
1. Place thermal compound to the CPU following the instructions provided with the
compound.
2. Set the fan assembly on the CPU with mounting tabs aligned.

42
Trainer Guide
Notes
3. Pull the locking rod down on

assembly to lock into place.
4. Connect the fan assembly's
connector to the motherboard.
the manual to determine
placement.
the fan
power
Consult
proper
Caution: Failure to apply thermal compound

will result in insufficient cooling and will cause
damage to the CPU and/or motherboard.
Step 12: Install Case Fan

The case fan is usually installed on the back
panel of the case. If the fan mount is not obvious
consult the case documentation. To mount the
fan:
1. Align the mounting holes by holding the
fan to the mounting pad on the inside of
the case as shown in figure 25. The fan
needs to be mounted so that it blows air
out of the case.
2. Insert the screws from the outside of the
case and tighten.
Step 13: Install Power Supply
Consult your case documentation for details
and then follow these directions to install the
power supply:
1. Align the mounting holes in the case and
power supply as shown in figure 26.
2. Insert screws and tighten.

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Trainer Guide
Notes
Step 14: Connect Cables

With all of the components installed
in the case, the jungle of wires can be
daunting. It is important to consult
the motherboard manual in order to
make sure proper connections are
made. There are two kinds of
connections, power and data.
Every device that has been

installed needs power. In
figure 27, the power supply
connectors are shown. The
motherboard has two power
connections, and there are two
connectors specifically for
SATA devices (drives). The other connectors will run fans and other non-SATA
devices.
Data cables connect drives and front panel devices to the motherboard. Please
consult the motherboard documentation for the exact placement of connectors.
Warning: Incorrect connections can damage components and cause bodily injury.
Step 15: Wrap-up
Now that the components are completely installed,
the last thing to do is to reinstall the side panels on
the case. The computer is now ready to be turned on
and to have software loaded on it. If the computer
has problems starting up, check all component
connections and mounting to make sure that you
have hooked everything up correctly. Consult
individual component manuals for specific
troubleshooting information if problems persist.

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Trainer Guide
Notes
Installing the Keyboard

Installing a (non-wireless) keyboard is very
straight forward and easy to do, but first you
need to determine if the keyboard uses
a PS/2 or USB connector. The PS/2 connector
for keyboards is round and typically colored
purple to match the connection on your
computer although not all connectors are
color coordinated. If your keyboard has a
USB connector, the connector will be flat and rectangular in shape.
Every motherboard on the market that I have seen or heard of still has PS/2 ports;
however the vast majority of newer keyboards you find these days will have USB
connections. Either style will work, but if you dont want to use up a USB port for the
keyboard, adapters is available that will convert USB keyboard connections to PS/2.
Once you match your connection type to the port on your computer, you are ready to go
and installing the keyboard is as easy as plugging it into the chosen port. A word of caution
however, do not install your keyboard while your computer is powered on and do not
unplug your keyboard while your computer is running. If you do either of these things, you
run the risk of locking up your computer with possible data loss. Always be sure to read
and follow the manufacturers instructions before installing the keyboard on your system.
Installing the Mouse
Installing a mouse is very similar to installing a keyboard.
You will still find mice with either USB or PS/2 connectivity,
although most of the newer mice will use a USB connection,
especially if you are using a mouse for gaming. Just like the
keyboard, you can also use an adapter to change a USB
connection to PS/2. If you are going to have a lot of USB
peripherals, you may want to consider using adapters for
your mouse and keyboard or perhaps using a USB hub for
some of your peripherals. To complete the installation,
simply plug the mouse into the proper port.
It is important to mention the need to follow the manufacturers instructions. Some
computer mice require that you install the software before you plug the mouse in. The
instructions or owners manual included with the mouse will tell you how to install it.

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Trainer Guide
Notes
Installing the Monitor

Installing a monitor (also known as a display) requires
a free power outlet for A/C power and identifying the
connection type you will use to connect the monitor to
your graphics card. Both DVI and VGA connections are
still very common in todays market and many monitors
and graphics cards include both types of connections.
For the best picture quality possible, use the
digital DVI port on your graphics card and display if they
are available. Most all graphics cards now support
multiple monitors and they typically include the
adapters required to change a DVI connection to VGA for
older displays. Once you have the display plugged in,
simply connect it to the appropriate connector on your video card and you are ready to go.
Drivers are not typically required for displays, but once again consult the manufacturers
instructions for details.
Installing the Speakers
Installing the speakers can vary greatly depending on what
type of speakers you are using. If you have a simple set of
2.0 or 2.1 speakers all you need do is connect the audio
cable to the line-out jack of your computers sound card,
and connect the other end(s) to the speaker unless they are
already hard-wired and plug in the power cord. If you are
using a full 5.1 or 7.1 surround sound system, the
connections get a bit more complicated. Read the
instructions that came with the speakers and sound card for
full details on this step. You can also find USB-powered
speakers that have their own sound card built in and need
only be connected to power.
Installing a Webcam
Most webcams are USB-powered and simply require that
you plug them in and install their drivers. However, some
cams require that the drivers be installed first, so be sure to
read the instructions that came with your webcam to avoid
any problems. If you bought a FireWire (a form of
connection that is often faster than USB connections)
webcam, ensure that your computer has a FireWire port
because they are not yet all that common.

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Trainer Guide
Notes
Installing the Printer

Most printers on the market today will also use
a USB connection; however, parallel port
printers are still fairly common. You can also set
up a printer over the network if you have
another computer on a local area network
(LAN) with a printer attached and shared. This
method is beyond the scope of this article.
Typically, you will either be connecting your
printer via USB or parallel line printer (LPT)
ports. Again, you will want to read the
installation instructions to be sure that you are
following the correct installation method. Printer installation typically requires that you
install the drivers first then plug the printer in via USB or parallel port. The OS (operating
system) will finish up the install for you after that.
Installing a Scanner
Installing a scanner is almost identical to installing your
printer, though I have only seen USB scanners in the last
few years. Again, you will simply need to install the
drivers and then plug the USB cable in. Read the
manufacturers instructions for more details on this
installation process.

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Trainer Guide
Notes
Tool Kit
Always carry one tool kit for computer installation or
repair work when you visit customers place. For
example, 58 Piece Computer Repair Tool Kit (as shown
in the figure).
Description
This tool kit is specifically designed to service and
maintain a wide variety of computer related
peripherals and components.
All tools are fully demagnetized to protect your
computer's hard drive or magnetic media from
damage
The slim zipper case protects all tools and keeps each tool organized
Manufacturer: SPROTEK
Model #: STK-8918
Package Contents
Reversible Ratchet Handle

6pcs Precision Screwdrivers
Flexible Shaft
2pcs Standard AA Batteries
5 Wire Stripper
Small Brush
Precision Pen Knife
Diagonal Cutting Pliers
Chip Extractor
Needle Nose Pliers
3-Claw Small Parts Retriever
Flashlight with Clip
8" Wire Stripper & Crimper
Spare Parts Container (with parts)
10pcs Cable Ties
Anti-Static/Anti Shock Wrist Band
5pcs Socket :3/16, 1/4, 5/16, 11/32, 3/8
17-Bit includes:
5pcs Star :T8, T10, T15, T20, T27

2pcs Philips : PH0, PH2
2pcs Slotted : SL4, SL6
4pcs Square : S0, S1, S2, S3
2pcs Hollow Star : T10H, T15H

1pc Pozi : PZ1
1pc Adapter Bit for Socket
Insulated Electrical Tape (1 roll)
9pcs Allen Wrench Set
Durable Zippered Storage Case

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Trainer Guide
Check System Functionality
Objective
State how to check functionality of the system.
Methodology
What do you understand by checking the functionality of the system?
2. Wait for the responses and introduce the session by elaborating how to check functionality
of the system.
Notes
Hard Drive Testing Guidelines
1. Locate a hard drive; notice the appearance of the hard drive.
There are 5 kinds of hard drives: MFM. RLL, ESDI, IDE and SCSI hard drives.
Notice the model number and manufacturer of the drive; use that information to identify the
correct specifications and drive type for that hard drive (i.e., cylinder & head count, sectors per
track, etc.).
2. Plug the hard drive into the appropriate test PC and turn on both the monitor and PC.
3. Run the ROM BIOS setup program and set the correct drive type.
4. Try to access the drive. If it says "Invalid drive specification", run FDISK and then the DOS
FORMAT program. If that doesn't work, attempt to low-level format the drive using Disk
Manager.
5. Use some kind of software to test the hard drive's operation; (Disk Manager, Checkit, XT or AT
diagnostics, etc.)
6.
If the hard drive works properly, label the drive and store it in the appropriate place in the lab.
7. If the hard drive does not work correctly, test and make sure that the hard drive is correctly
attached to the PC.
8. If the hard drive is REALLY DEAD, indicate this on the dead hard drive log and dispose of the
hard drive.
9. If you need assistance, let someone know. If you're unsure of whether a hard drive is OK or not,
label the hard drive as such and move on.

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Trainer Guide
Notes
Monitor Testing Guidelines
1. Locate a Monitor; Notice the appearance of the monitor. If the cable has a 9-pin connector, it's
either Monochrome, CGA, or EGA.
If there is a label with 3-colors on it, then it's probably CGA or EGA.
If the monitor has the word "Enhanced" on it, it's probably an EGA monitor.
2. If the cable has a 15-pin connector, it is a VGA monitor.

3.
Plug the monitor into the appropriate test PC and turn on both the monitor and PC.
4. Use some kind of software to test the monitor's display capability (Checkit, PC Probe, SYSCHK,
etc.)
5. If the screen displays properly, label the monitor and store it in the appropriate place in the lab.
6. If the monitor does not display correctly, test and make sure that the monitor is attached to the
correct video card.
7. If the monitor is REALLY DEAD, indicate this on the dead monitor log and dispose of the
monitor.
8. If you need assistance, let someone know. If you're unsure of whether a monitor is OK or not,
label the monitor as such and move on.
Notes
Keyboard Testing Guidelines

1. Locate a keyboard; notice the appearance of the keyboard.
There are 2 kinds of keyboards: XT and AT keyboards. XT keyboards are usually 83-key
keyboards. AT keyboards are usually 101-key keyboards. Some keyboards have an
XT/AT mode switch on the bottom.
2. Plug the keyboard into the appropriate test PC and turn on both the monitor and PC.
3. Use some kind of software to test the keyboard's operation (Checkit, XT or AT
diagnostics, etc.)
4. If the keyboard works properly (that means ALL the keys work), label the keyboard and
store it in the appropriate place in the lab.
5. If the keyboard does not work correctly, test and make sure that the keyboard is
attached to the correct PC.
6. If the keyboard is REALLY DEAD, indicate this on the dead keyboard log and dispose of
the keyboard.
7. If you need assistance, let someone know. If you're unsure of whether a keyboard is OK
or not, label the keyboard as such and move on.

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Trainer Guide
Set up the Software
Objective
Understand and explore how to set-up software.
Methodology
What do you understand by software and its installation procedures?
2. Wait for the responses and introduce the session by elaborating how set up or install
software.
Note
As you are aware, computer cannot do anything on its own. It is the user who instructs
computer; what to do, how to do and when to do.
In order to perform any task, you have to give a set of instructions in a particular sequence
to the computer.
These sets of instructions are called Programs.
Software refers to a set of programs that makes the hardware perform a particular set of
tasks in particular order.
Software can be classified mainly into following categories and sub-categories are shown in
figure below:

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Trainer Guide
Note
System Software
When you switch on the computer the programs stored in ROM are executed which
activates different units of your computer and makes it ready for you to work on it. This set
of programs can be called system software.
System software is sets of programs, responsible for running the computer, controlling
various operations of computer systems and management of computer resources.
Operating System (OS) falls under this category. An operating system is a system software
that provides an interface for a user to communicate with the computer, manages hardware
devices (disk drives, keyboard, monitor, etc), manages and maintains disk file systems and
supports application programs.
Some popular Operating systems are UNIX, Windows, Mac and Linux. Although operating
system provides all the features users need to use and maintain their systems, inevitably,
they still do not meet everyones expectations.
This has led to another type of system software called "Utilities". These are programs that
bridge the gap between the functionality of an OS and the needs of users. Utility programs
are a broad category of software such as compress (zip)/uncompress (unzip) files software,
antivirus software, split and join files software etc.
Application software is a set of programs, which are written to perform specific tasks, for
example: An application package for managing library known as library information system
is used to manage information of library such as: keeping book details, account holder
details, book issue details, book return details etc.
Another application package for managing student details is called students information
system, manages students roll no, name, parents name, address, class, section, processing
of examination results etc.
Application software can be broadly classified into two types:
Generalized packages
Customized packages
Generalized Packages
These are user friendly software written to cater to users very general needs such as
preparing documents, drawing pictures, database to manage data/information, preparing
presentations, play games etc. It is a group of programs that provide general purpose tools
to solve specific problems. Some of the generalized packages are listed below:

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Trainer Guide
Note
Word Processing Software(for preparing documents): Word Perfect, MS-Word,

OpenOffice.org Writer
Spreadsheets (Data Analysis): Lotus Smart suites, MS Excel, OpenOffice.org Calc,

Apple Numbers
Presentations : Presentation Graphics, MS-PowerPoint, OpenOffice.org Impress
Database Management System: MS-Access, OpenOffice.org Base, MS-SQL Server,

ORACLE
Graphics Tools: Paint shop pro, Adobe Photoshop
Customized Packages
These are the applications that are customized (or developed) to meet the specific
requirements of an organization/institution. For Example: Student information details,
Payroll packages, inventory control etc.
Operating Software: Windows 7 Installation Step by Step
In order to install your copy of the Windows 7 operating system please make sure to
have the following items:
-Windows 7 Installation disk
-Drivers CD: * Use after installation process if needed.
*NOTE: Please make sure to back up all of your important data before proceeding
with this installation.
Step 1. Insert the Windows 7 operating system disk into your DVD drive, and then restart
your computer
Step 2. You will see a prompt that says Press any key to continue after the ZT logo
disappears. When you see this press any key immediately.
*NOTE: The following screen shots may differ from what you may see during your
installation. (i.e. Win7 version, HDD disk space etc.)

53
Trainer Guide
Note
Fig. 1
Step 3 Starting Windows with the Windows7 logo will appear.
Fig. 2
Step 4. Language options, by default English will be set along with time and currency
format and keyboard or input method

54
Trainer Guide
Note
Fig. 3
Step 5 Click Install Now
Fig. 4
Step 6. End User License Agreement (E.U.L.A.), check the box to accept, and click Next

55
Trainer Guide
Note
Fig. 5
Step 7. Which type of installation? window will appear. Upgrade will be greyed out; the
only option you should be able to choose is Custom (advanced).
Fig.6
Step 8. Where do you want to install windows? Make sure the partition is highlighted.
Step 9. Delete the partition by clicking on Drive options (advanced) on the bottom right
corner of the field. Make sure the partition is highlighted and click on Delete. If drive
advanced options is greyed out, then the partition will not have to be deleted.
*NOTE: Deleting the partitions will erase all data on the system.

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Trainer Guide
Note
Fig. 7
Step 10. Disk 0 Unallocated Space should be the only listing at this point. If it is press next,
If not please proceed to delete any additional partitions that may be listed.
Fig. 8
Step 11. The next screen will show Installing Windows. This process should take
approximately 10 minutes after which the system will reboot.
*NOTE: Do not press any keys during this boot up process so as to not disturb the rest of
the installation.
Step 12. The next screen will show Installing Windows again to complete the installation
process.

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Trainer Guide
Note
Fig.9
Step 13. Setup is starting Windows will appear on the screen, and then you will be asked
to create a user name and a computer name.
Fig.10
Step 14. The next step will prompt you to create a password for your account (optional).

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Trainer Guide
Note
Fig.11
Step 15. The next screen will come up and ask you to choose one of three options: Use
recommended settings, Install important updates only and Ask me later.
Fig. 12
Step 16. This screen will allow you to choose your local time zone and also adjust the date
and time.

59
Trainer Guide
Note
Fig. 13
Step 17. Click on the appropriate location of your computer to enable Windows 7 to apply
the correct network settings.
Fig. 14
The installation is done! You have successfully installed Windows 7 on your computer.

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Trainer Guide
Complete the installation task and report
Objective
Understand installation process and reporting.
Methodology
What do you understand by reporting about the task done?
2. Wait for the responses and introduce the session by elaborating how to complete the
installation task and report.
Notes
Why Reporting is Important?

After the installation of software it is very important to report to your supervisor so that
he can understand :
What was the local need?
How was it determined?
Who was the customer?
What was your role?
How was the action taken for repair?
Do you have any customer quotes?
Was the process followed by you was right?
With reporting
He can check your accountability.
He can monitor your progress in handling the customer
He can evaluate your performance in handling the customer
He can suggest improvements if any.

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Trainer Guide
Notes
How to Report?
Generally every organisation has its own reporting templates. Field technician need to
follow those templates and report accordingly. We are discussing here general format :
Software Installation Report

Customer Name:
Customer Address:
Contact name :
Customer P.O. No.:
Product No:
Customer Phone :
Contact Position:
Invoice Number :
Product Description :
COMPLAINT INFORMATION
Installation done by :
Installation Date:
Installation Details
Installation check list :

Hardware :
CPU
o Speed
o Cache
HDD
o Number(s)
o Capacity
o RAID
o RPM
RAM
o Capacity
o BUS speed
Ethernet
o Adapter Number(s)
o Bandwidth
Brand
o Brand
o Model
o Vendor name
Prepherials
o SAN/NAS
o Rack mounted
o Power module no.
o Air conditioning

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Trainer Guide
Notes
Notes
Basic software
o DB server
o OS
o APP server
o 3rd party tools
o Drive & Directories
o Ports
o Software specification (Version, 32/64 bit)
Application
o Serial#
o Directory
o Application Name
o Version
o Vendor
Problems faced during Installation:
Reasons for disruption:
Whether the customer satisfied :

Date:

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Trainer Guide
Interact with Customer
Objective
Get to know the interaction process with customers.
Methodology
What do you understand by interaction with customer?
2. Wait for the responses and introduce the session by elaborating how to interact with
customers.
Notes
For better execution of the work it is always essential to gather the basic information about
the job. After installation of the hardware interact with the customer and explain the care
to be taken after installation:
Basic Troubleshooting Steps
Close open programs and windows you are not currently using.
Make sure all of your cords are connected properly.
Try to repeat the sequence of commands you performed before the problem
occurred. See if this causes the same response by your computer.
Press the F1 key to access the Help window. You can search for a solution to your
problem once the Help window appears.
If there is an error message, record the full message for future reference.
Restart your computer to see if it clears the problem. To restart your computer, open
the start window and select the Restart button instead of the Log Off button.
If restarting the computer does not clear the problem, shut down the computer and
then start it back up again.
If the issue is still not resolved, check the common technology issues below or call
field technician.
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Trainer Guide
Notes
Common Technology Issues

Below we describe some of the most commonly encountered technology issues.
Click on the issue to get more information on possible solutions to correct the
problem. The printer is not working.
The computer is frozen. A program is not responding.
The keyboard is not working.
New hardware or software is working incorrectly.
The mouse is not working.
The computer is slow.
The browsers homepage suddenly changed
Common Solutions for Technology Issues

Issue: The printer is not working.
Check if the printer is turned on. If not, turn it on and try again.
Check if the printer has paper. If not, put paper in the paper tray and try printing
again.
Check if the printer has a paper jam. If so, remove the paper, close the printer, and
try printing again. Ensure that all printer cables are properly connected.
Turn off the printer and turn on again.
Issue: The computer is frozen. A program is not responding.
Push the Ctrl, Alt, and Delete keys at the same time. Then, start the Task Manager,
highlight the programs name, and hit the End Task button.
Perform a hard reboot by simply pressing the on/off button to turn off the
computer manually.
This action should only be done as a last resort if you have an unresponsive program
or critical error. This process could cause data loss or corruption.
Once the computer is responding again, run a virus check.

.

65
Trainer Guide
Notes
Issue: The keyboard is not working.
Make sure the keyboard is connected to the computer. If not, connect it to the
computer.
If you are using a wireless keyboard, try changing the batteries.
If one of the keys on your keyboard gets stuck, turn the computer off and clean with
a damp cloth.
Use the mouse to restart the computer.
Issue: The Mouse is not working.
The mouse is not working correctly.
Check if the mouse is securely plugged into the computer. If not, plug it in
completely.
Check to see if the cord has been damaged. If so, the mouse may need replacing.
If you are using a cordless mouse, try pushing the connection button on the
underside of the mouse to re-establish a connection.
Clean the mouse, especially on the bottom

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Trainer Guide
Interact with Superior
Objective
Explain the importance of productivity and quality achievement
Understand the actual meaning of customer satisfaction
Methodology
What do you understand by interaction with superior or supervisor?
superiors.
Notes

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Trainer Guide
Notes
Effective communication with your supervisor is a key element of your eventual success in the
workplace.
Approach your boss in a timely, measured way to discuss concerns, report on your recent
accomplishments, request his/her assistance with a significant issue or propose a resolution to a
vexing company procedural problem.
Establishing a rapport with your supervisor when things are going smoothly will make it easier to
approach his/her when you have a problem or challenge that needs his/her involvement.
Step 1
Think about what you want to discuss with your supervisor and plan your approach.
Prepare some basic notes or remarks; if you are nervous about speaking with him, rehearse
your words so they come easily to you.
Step 2
Learn by observation or by asking what your supervisor's preferred method of
communication is. If he/she prefers to communicate by email, you should follow suit. If
he/she prefers short, face-to-face meetings, schedule a meeting to discuss your issues with
him.
Step 3
Pick your time and location carefully. Don't catch him on his/her way out the door or when
he/she are busy preparing for something else. If he/she reserves Monday mornings for
catching up on phone calls that is not the time to force a discussion. As part of setting up a
meeting, pick a time on the schedule that is convenient and comfortable for both of you.
Notes

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Trainer Guide
Notes
Step 4
Be candid and concise when speaking with him. Introduce your concern or issue promptly
and indicate why you are bringing it to his attention. Remain courteous and respectful.
Don't criticize co-workers or the company in general or blame others for a problem or
difficult situation. Show initiative by proposing a solution to a problem or introducing an
improved business practice or streamlined process. Stay on topic.
Step 5
Observe your supervisor's body language and listen to what he/she says. Take notes of
his/her guidance, suggestions and directions. Don't drag out the meeting. When it is over,
thank him for his/her time, regardless of whether the meeting was fruitful. If he/she
requests follow-up information from you, provide it promptly following the meeting.
Dos
Understand that your boss is in charge.
Be deferent without groveling. Respect the boss's opinions and decisions.
Realize that you must do your job and do it on time if you want to get along with
your boss.
Support the decisions of your boss, and occasionally pay compliments.
Contribute ideas and look for solutions to problems.
Dont
Waste the boss's time. Offer ideas and explanations concisely. Submit support
documents when needed.
Expect to be good buddies with the boss.
Undermine your supervisor's position. In a conflict between a boss and a worker,

the boss always wins.
Lie for your boss. Avoid saying anything untruthful to cover up for a superior's
mistakes or flaws.

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Trainer Guide
Productivity and Quality Achievement
Objective
Explore how to achieve productivity and quality set by the organization.
Methodology
What do you understand by productivity & quality in second module?
2. Wait for the responses and introduce the session by elaborating how to achieve
productivity and quality
Notes
Productivity and quality can be achieved by following three steps :
Achieve 100% on-time completion of field installation with reference to agreed

target and time.
Submit feedback form on customer satisfaction level with respect to the product
installation
Find solutions to customer complaints and queries unresolved in the field
Let us learn each step one by one :

1. Completion of field installation with reference to agreed target and time.
This can be achieved through:
Timeliness/responsiveness - for enquiries, orders, deliveries, appointments and

complaints*
Provision of information to customers - at each stage of the installation process
Customer interaction - for all the ways and reasons which customers are engaged
Documentation - relating to service
Corrective action - in response to problems

70
Trainer Guide
Notes
2. Submit feedback form on customer satisfaction level with respect to the product
installation
Take feedback from the customer. Here is the template for customer satisfaction level to the
product Installation :
Very
Satisfied
Unsatisfied Very
Not sure
satisfied
unsatisfied
Quality of
services
provided
Professionalism
and courtesy of
the technician
Timeliness of
services
provided
awareness of
this service
3. Find solutions to customer complaints and queries unresolved in the field
Analyse the customer feedback form and try to explain the queries of the customer then
and there in the field.
Once youve read through the comments once or twice, you will start to notice that
the comments fall into categories. Sample categories could include factors such as
speed, accuracy, courtesy, price, product choice, availability, hours, location, etc.
After you have developed the categories, review the comments again, but this time
record a "tick mark" in the appropriate category for each comment.
If customers comment about more than one thing, you can break each comment into
parts and enter a tick mark for each portion of a comment.
You will also notice some comments are positive and some are negative. Its
possible to have both positive and negative comments in some categories, If youre
starting with a blank page, you can divide the page in half and put positive tick
marks on the right and negative tick marks on the left.
Discuss with your superiors for the solutions.

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Trainer Guide
Module 4: Troubleshoot and Replace Faulty Module
Session
Customer complaint registered
at customer care
Replace faulty module after

diagnosis
Identify system problems on

field visit
Completing Repairs
Interact with customer

Report to Superior
Tools
Duration (hrs)
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
12
12
6
6
6
Customer complaint registered at Customer Care

Objective
Understand how to receive and cater to customer complaint registered at

customer care.
Methodology
What do you understand by customer complaint?
2. Wait for the responses and introduce the session by elaborating how to deal with customer
complaint registered at customer care.
Trainer Guide
Notes
Standard views a complaint as:

An expression of dissatisfaction made to a Service Provider relating to its products and
services, or relating to the complaints handling process itself where a response or resolution is
explicitly or implicitly expected.
The standard is comprised of six individual sections.
The sections are:
1) Leadership and The organisation

2) People
3) Customer Service Complaints Handling Standard
4) Customers
5) Outcome and Results
6) Continuous Improvement Cycle
Complaints Handling Process and Complaints Handling Route

What?
This statement is at the centre of the entire standard which all other elements support. This
statement reviews the actual complaints handling process, the routes that are used to access it
and the ease with which the process is accessed, understood and carried out.
Why?
The complaint process needs to be defined and outlined by the organisation. The process needs
to be simple, inexpensive and concise, so that it reduces any barriers to a customer who feels
the need to complain.
It allows the organisation to outline the steps in the process and should include the following:
method of contact
complaint acknowledgement
complaint management
corrective action
root cause
preventative action
Trainer Guide
Notes
Standard Complaint Flow Chart

Let us under the process through flow chart
Trainer Guide
Notes
Standard Complaints Form Template

This template outlines the basic information that needs to be included in the capturing of
complaint information.
Customer Name
Customer Address
Date and time of Complaint
Nature of Complaint
Initial Contact Name
Complaint Handler
Complaint Closed Date
Customer Informed Date
Initial Root Cause
Final Root Cause
Corrective Action
Corrective Action Date
Trainer Guide
Notes
Make it as easy for people to complain as to buy. There's a challenge for you.
Here are some common mistakes that organizations make about customer service and
complaints handling in particular:
Don't
Make it difficult for people to complain, e.g., long-winded contact method on your
website.
Make it difficult for customer service staff to give feedback and to influence customer
service systems and policies.
Treat the customer service function like a battery hen farm.
Fail to have a complaints handling process which you have tested and had approved by
complaining customers.
Fail to appoint anyone responsible for managing complaints handling.
Fail to inform staff about the value of complaints and the need to encourage and
respond to them.
Refuse to escalate complaints and problems, or make escalation to a higher level
difficult.
Refuse to give customers the names of senior managers and executives and their
contact details.
Fail to put free or local-rate customer services phone numbers on your invoices and
website.
Fail to show clearly and make available your head office contact details.
Fail to expose senior managers and executives to complaining customers.
Pretend to have a customer service department but merely outsource a basic messagetaking service.
Offer an automated telephone menu system which excludes appropriate and easy
options to complain.
Design punitive termination penalties for customers wishing to cancel their contracts
and instruct your customer service staff to use such threats freely and forcefully.
Instead you do
You must make it easy for people - customers and staff - to contact you and complain, by email,
post and especially by phone, and to every level in your organization.
Trainer Guide
Identify system problems on field visit

Objective
Get to know and identify system problems during field visit.
Methodology

What do you understand by identification of system problems?
2. Wait for the responses and introduce the session by elaborating how to identify system
problems during field visit.
Notes
Examples of problems
Hardware Malfunctioning memory modules
Worn connectors
Cooling/ventilation issues
Software Driver incompatibilities
Viruses/Malware
Construction problems, bugs
Problems have symptoms
Trainer Guide
Notes
Have a plan
Keeps you from panic mode
Rank problems by their likelihood
o Avoid unnecessary work
o Avoid fixes that cause more problems
o Avoid cost of unnecessary fixes
o Avoid only treating the symptom, false fix
Troubleshooting elements
Maintenance journal
Diagnostic checklist and questions
Identification of possible causes
Identification of possible solutions
Application and testing of solutions
Follow-up/validation
Troubleshooting tools
Hardware
Known-good replacement parts/identical systems
Voltmeter, mechanical tools
Software
Bootable diagnostic software
Documentation
System manuals
Diagnostic flowcharts Journals
Experience
Maintenance journal
Keep a log for each machine
Hardware and software specification
Maintenance record
Rescue disks etc.
Warranty/manufacturer information
Trainer Guide
Notes
Component
CPU
RAM
Configuration
Intel Celeron
1.6GhZ
256MB, 1 DIMM
DRAM
Date in service
2008-01-01
2008-01-01
Notes
Upgraded cooling
2008-02-02
Identify the problem

User-description/Observation
What are the symptoms of the problem?
Error messages
Beep codes
Has it occurred before?
Have changes been made recently?
Check the maintenance journal
Retrieve system logs
Try to reproduce the error
Identify possible causes
Create a list of possible causes ordered by likelihood

Create test cases for each possible cause
Stepwise elimination
o Only make one change per step
Known-good method
o Switch identical components
o Minimal working configuration
Plan your work

Rank causes
o Likelihood
o Ease of testing
Create a diagnostic checklist or flowchart
Gather more information
Repeat as many times as necessary
Trainer Guide
Notes
Diagnostic flowchart
Example
Rohit (Customer) is contacted by a user
whose
computer
doesnt
start.
He
troubleshoots and finds that the PSU is broken
and replaces it.
A week later the same problem occurs, and he
applies the same fix. A week later
What would you do?
Root Cause Analysis (RCA)
Notes
Trainer Guide
Notes
Find the root cause

The five whys
Example
The PC does not start

Why? The motherboard has no power
Why? The PSU is broken
Why? PSU damaged by electrical surge
Why? Insufficient surge protection
Why? Surge protection not in requirements specification
Why?
Identify possible causes and test cases
10
Trainer Guide
Notes
Test cases
Perform stepwise elimination
11
Trainer Guide
Notes
Solution and verification
Apply solution and record it in the maintenance log.

Verify that the solution solves the problem and that no new problems have been
introduced.
Comparing to previously made benchmarks is useful Root cause
So, Remember Troubleshooting framework
Analyzing
Planning
Solving
Recording
Root cause analysis

Common problems and symptoms
Replace faulty module after diagnosis

Objective
State and know how to replace faulty module after diagnosis.
Methodology
What do you understand by fault finding and diagnosis in computer system?
2. Wait for the responses and introduce the session by elaborating how to replace faulty
module after diagnosis.
Notes
There are many types of computer hardware faults in a computer system. Due to the simplicity
of the program these faults are divided into different problem modules.
Those problems which may be categorized as Sound system problem, Diskette problem,
Modem Problem, hard dive problem, keyboard problem, computer problem, printer
problem, problem in network etc.
12
Trainer Guide
Notes
How to Distinguish a Software Issue from a Hardware Issue
It isnt always easy to know the source of a computer problem, but determining whether the
problem is with hardware or software will give help to field technician in some direction for
action in troubleshooting and repair.
Some general guidelines for distinguishing between hardware problems and software
problems are given here, but one general bit of advice is important for all computer
troubleshooters: think about what was happening just before the problem occurred. If new
software was just installed, it is quite likely that the problem is caused by that new software. If
a power surge occurred, it is possible that hardware problems were caused by that power
surge.
Tips for distinguishing between Hardware Problems and Software Problems

1. Make sure you reduce possible external problems before proceeding. This means
unplug any external devices (such as hard drives, scanners or printers), and remove any
floppy, CD or DVD disks from their drives.
2. Were there any loud noises or smoke when the problem first appeared? Then it is
probably a hardware problem, with the most likely culprit being the power supply unit.
3. Is the computer entirely dead? Or the screen blank? Or the screen showing a
poor/incomplete picture? These faults are probably also due to hardware problems.
4. Does the computer produce a series of beeps? This is a code that can be used to
distinguish some hardware problems.
5. Does the system give any error codes or descriptions while booting? These can be due
to hardware or software problems. Take careful note of all information given in the
error code.
6. Does the computer produce error information after it has booted or only when you
open specific programs? These error codes are probably due to software problems.
7. Have any recent changes been made to hardware or software (including BIOS settings)?
If so, these are likely culprits.
8. Has the computer been exposed to viruses or other malware? This could be a cause of
software problems.
9. 9. Use the Device Manager, which can found on many Windows computers (for
Windows XP/Vista/7 go to Start Control Panel System Device Manager). The
Device Manager will list all of the hardware devices installed on a PC. Any device with a
problem will have a warning symbol next to it, and double clicking on that device would
give details and suggested remedies for the problem.
Fixing Hardware Problems
What tools will a field technician need to perform basic hardware repair? This will depend
on the type of computers being worked on, and also on what tools are locally available.
However, good quality screwdrivers in different sizes will be on every field technicians
equipment list. The majority of the screws encountered in computers are of the Phillips
type (the screw head has an X shape on the top), but flat head and hex head screws may
also occur.
13
Trainer Guide
Notes
For cleaning computer parts, a field technician will need some method for blowing dust out
of computer hardware. If an electric blower is available, this is a very good option.
Otherwise a hand operated blower (with a bellows or bladder attached to a narrow outlet)
will do. If affordable, a field technician can also purchase compressed air in aerosol cans.
For dusting and cleaning computer and monitor cases, a lint free cloth is best. Screens (LCD
and CRT) can be cleaned with slightly damp cloths or with small amounts of mild cleaning
solutions that have been reported to be safe for computer monitors. If RAM needs to be
cleaned, isopropyl alcohol and lint free swaps can be used.
There are several safety concerns (both for the field technician and for the computer
equipment) that need to be attended to.
Working Environment.
The computer work room should be clean, well organized and properly lit. Avoid hazards
to the computer (such as dust or moisture) and hazards to the workers (such as electrical
cords that can be tripped over). The field technician should also consider good
organization as a way to make repair work more efficient. It should be easy for a worker to
return to a project without any difficulty finding the parts involved.
Static Electricity
Static electricity discharges (sparks) can be significantly damaging to computer equipment

such as RAM, CPUs and motherboards. Therefore it is important for the field technician to
ground him or herself before working with computer equipment.
Electrical Shock
Before opening up the case of a computer or any other electronic device or cleaning it with
any fluid, make sure that it is unplugged. Otherwise, electricity can be transmitted through
the electronic device and into the workers body. This can cause severe injury or even
death. Laptop batteries should also be removed before performing any laptop computer
repairs. It is best to avoid attempting repairs on computer monitors, particularly CRT
monitors due to a risk of a dangerous electrical discharge.
Tips for Avoiding Electrostatic Shocks
1. Avoid walking around as much as possible while working on a computer. Shuffling
your feet (particularly on carpeted surfaces) can build up electrostatic charges.
14
Trainer Guide
Notes
2. Make sure to ground yourself before beginning a computer repair. The simplest way
to do this is to touch a large metal object (such as a filing cabinet or metal computer
case).
3. Before picking up each new computer component, ground yourself again.
When developing a repair plan, the field technician needs to know which parts are going to be
replaced and how to find and remove those parts from the computer. It is also important to
have replacement parts on hand that are known to be in good condition.
Part re-seating and part swapping are both good strategies to keep in mind when repairing
computers.
Re-seating means removing or disconnecting a part, cleaning it if appropriate, and correctly

replacing the part. Sometimes a computer part can function poorly just because a connection is
loose or dirty, and re-seating will improve its performance. If this does not solve a problem, a
good next step is to try to swap the same part with one from a functioning computer.
This can be a useful part of troubleshooting, since it helps the field technician identify whether
or not that part truly is the source of a computer problem, before a purchase is made. People
who are just learning about computer repair can easily practice this with peripheral devices. If
a desktop computer keyboard appears not to be working, for example, try replacing it with a
keyboard that is known to work properly.
Replacing a Power Supply
For desktop computers in developing countries,

power supply failure is a common problem. This
is due to an uneven or dirty voltage and power
surges. Before replacing a power supply, you
should make sure that it truly is dead. Then
follow the steps below:
1. Unplug the power cord from the back of

the computer case.
2. Open up the computer case. The method
varies with the brand and model of
computer, but often involves laying the
case on its side and opening up the side
panel. Some computer cases use screws and others have buttons to press that release
one side panel.
15
Trainer Guide
Notes
3. Find and unscrew all of the screws attaching the power supply to the back of the case.
Usually there will be four screws, located just outside the cut out in the case (or along the
mesh grid) where the power supply is found. Do not disconnect the various cables yet.
Move the dead power supply as far out of the way as the cables will allow. You may be able
to set the power supply on top of the case (see photo).
4. Install the new power supply and screw in all screws.
5. One by one, detach the cables from the old power supply to the various computer
components, and replace them with the cables from the new power supply. Doing this one
by one will help make sure that no components are missed. There will be power supply
connectors for the motherboard and all drives. When removing the cables, keep an eye out
for latches that need to be depressed to release the connector. All of the connectors should
only fit in one direction, and with little force. If a connector does not attach easily, make
sure that it is properly aligned before pushing harder.
Replacing a Hard Drive
Replacing a faulty hard drive is not a difficult task, but you should have done some
investigative work first to determine if the hard drive is faulty. This could include running the
Chkdsk utility, listening for unusual noises coming from the hard drive and also checking to
make sure the cables to the hard drive are still fully connected. The computer may also present
error codes during start up that indicate a problem with the hard drive. Before replacing a hard
drive, it is worth trying to reset the BIOS to the default settings to see if this fixes the problem.
To do this, enter the BIOS during computer start up and choose the default settings. Then save
the new settings and exit. The onscreen instructions in the BIOS program will guide you
through these steps.
1. Disconnect the computer case
from electricity and then open
the computer case (as described
above).
2. Locate the hard drive. It will
likely be found in a metal case or
cage near the front of the
computer case, below the other
drives. It could be mounted
directly on the cage or it could be
mounted on rails that will slide
out of the case (see photo).
3. Unscrew the hard drive from the
cage or slide the rails out and
unscrew the hard drive from the
rails.
16
Trainer Guide
Notes
4. Remove the long ribbon cable from hard drive. There may have been a small amount of glue
used to hold the ribbon in place that will also need to be removed. Then remove the smaller
power cable. If it is difficult to remove, gently wiggle the connector back and forth along its
long axis as you pull. Note the orientation of the connector (which end is the red wire on?)
to make sure that the new hard drive is connected in the same manner.
5. If there are two hard drives in a computer, one is called the master and the other the slave.
On older hard drives, an electrical connection needs to be changed to indicate whether the
hard drive is a master or a slave. If the hard drive being installed has not been used before,
it will be correctly set as a master (or also on the acceptable Cable Select setting, used
when the ribbon cable has two connectors one for a master and one for a slave). If the
hard drive has been previously used as a slave, however, it will need to be changed to a
master. To do this, look for a diagram on the hard drive that shows the pattern for
connecting (jumping) two of the eight pins located between the two cable connectors on
the front end of the hard drive. Then using needle nose pliers, pull off the jumper that is
connecting two of the pins and replace it to connect the proper pair.
6. Connect the cables to the new hard drive. Then screw the hard drive back on to the rails
and slide the rails into position (or screw the hard drive directly to the cage if there are no
rails). Make sure that all of the other ribbons and cables are as they were found. Close the
case and the repair is complete. Note that if any new noises or problems appear after the
installation, it is possible that another device or cable was disrupted during the repair and
needs to be reattached or reseated.
Replacing RAM
RAM also can fail or come loose from its

housing and need to be reseated. If you
have decided that a computer needs new or
additional RAM, it is important to make
sure that the RAM used is compatible with
the computer system. There are several
online RAM sales companies that will
identify the appropriate RAM if a user
inputs the computer make and model. Two
example
companies
are
Corsair
(www.corsairmemory.com) and Crucial
(www.crucial.com). Once the RAM has been
obtained, you should follow the steps below
to replace the RAM. Please Note: RAM is
very easily damaged by electrostatic
charges, so it is very important for the user
to be grounded before picking up RAM. Also RAM should only be handled by the edges.
17
Trainer Guide
Notes
1. Open the computer case as previously described. Find the RAM slots (long parallel
connectors). Note which slots are occupied and if the slots are numbered (at the ends). If
the slots are not numbered, the slots closest to the processor are probably the lower
numbered slots and should be filled first.
2. Simultaneously push down and out on both retaining clips (on each end) of a RAM slot to
remove the old RAM. Note the orientation of the RAM so that the replacement RAM can be
put in facing the same direction. There should be some notches on the bottom edge of the
RAM that can be used as a guide.
3. Gently place the new RAM in the socket and press down firmly on the top of the RAM at
both ends (see photo). When the RAM module is correctly seated, the retaining clips will
automatically close.
4. Close the computer case as previously described.
Completing Repairs
Objective
Ensure the completion of repairs
Methodology
What do you understand by Turn Around Time?
2. Wait for the responses and introduce the session by elaborating how to ensure completion
of repairs
18
Trainer Guide
Notes
In order to ensure the completion of repairs field technician need to:
Understand clearly the requirement before field visit

Report percentage of call closure in multiple visits against benchmark
Ensure no sub-standard or unverified parts are used in replacing
Complete the function within the agreed Turn Around Time (TAT)
Complete the call closure in single visit
Complete the task with the quality benchmark of the company .
Meet monthly or daily target given
How to manage and complete the task in agreed Turnaround Time (TAT):
What is Turn Around Time (TAT)

Turn Around time is the total time taken between the submission of compliant by the customer
and the return of the complete output to the customer/user.
For example, if a customer call on 16th March 2015 at 1.00 oclock and complaint about some
issue in his computer and field technician could able to fix the problem completely on 19th
March, 2015 by 3.00 oclock Then Turn Around Time would be : 3 days 2 hours
Notes
How to complete the repair in agreed Turn Around Time:
1. Make a list of the calls you need to accomplish.

But before you can manage your time, you need to know what it is you must manage. A list of
calls, will help you get a handle on what needs to get done. Prioritize the calls on First Come
First Serve basis :
Assign realistic priorities to each task:
Complaint 1: due today by 6pm
Complaint 2: due tomorrow by 6pm
Complaint 3: due by the end of the week
Compliant 4: due during next week
2. Balance your effort.
Work on small portions every day of work that will be due by the end of the week, starting
with the first complaint received first no matter how complex the work involved in resolving.
Do today's tasks. Concentrate On what is at hand, do not allow yourself to lose focus.
Then move on to the next complaint. Once today's tasks are completed, mark them as
such, and proceed to tomorrow's complaint.
When tomorrow's complaints are handled, work on the other complaints due by the
19
Trainer Guide
Notes
end of the week, and when those are complete, work on the tasks due early next week.
A small portion of each is better than one huge, laborious task and will keep your time
managed more efficiently and reduce stress and eliminate burn-out.
Make one of your final daily/weekly targets. Each day should be ended with a new task
sheet for tomorrow to keep you on track.
3. Keep track of your progress.

Cross things off the list as they are completed.
You'll feel more relieved and relaxed just by getting through the daily tasks. Not only will you
be getting things done, finishing tasks will give you a sense of accomplishment and spur
motivation.
Donts
In order to complete the task on time never replaces sub-standard and faulty material.
Along with time, good services matters a lot.
20
Trainer Guide
Interact with customer

Objective
Get to know the interaction process with customers.
Methodology
What do you understand by customer interactions?
customer regarding troubleshooting
Notes
During the troubleshooting process, gather as much information from the customer as
possible. The customer should provide you with the basic facts about the problem. Here is
a list of some of the important information to gather from the customer:
Customer information
Company name
Contact name
Address
Phone number
Computer configuration
Manufacturer and model
Operating system information
Network environment
Connection type
21
Trainer Guide
Notes
Description of problem
Open-ended questions
Closed-ended questions
Conversation Etiquette
When you are talking to the customer, you should follow these guidelines:
Ask direct questions to gather information.
Do not use industry jargon when talking to customers.
Do not talk down to the customer
Do not insult the customer.
Do not accuse the customer of causing the problem
By communicating effectively, you will be able to elicit the most relevant information about
the problem from the customer.
Open-Ended Questions
When gathering information from customers, use both open-ended and closed-ended
questions.
Start with open-ended questions to obtain general information. Open-ended questions

allow customers to explain the details of the problem in their own words. Some examples
of open-ended questions are
What problems are you experiencing with your computer or network?

What software has been installed on your computer recently?
What were you doing when the problem was identified?
What hardware changes have recently been made to your computer?
Closed-Ended Questions
Based on the information from the customer, you can proceed with closed-ended
questions.
Closed-ended questions generally require a yes or no answer. These questions are
intended to get the most relevant information in the shortest time possible. Some examples
of closed ended questions are
Has anyone else used your computer recently?

Can you reproduce the problem?
Have you changed your password recently?
Have you received any error messages on your computer?
Are you currently logged in to the network?
22
Trainer Guide
Notes
Explain the importance of purpose of preventive maintenance
Preventive maintenance reduces the probability of hardware or software problems by

systematically and periodically checking hardware and software to ensure proper
operation
Hardware
Explain the customer to check the condition of cables, components, and peripherals. Clean
components to reduce the likelihood of overheating. Repair or replace any components
that show signs of damage or excessive wear.
Use the following tasks as a guide to create a hardware maintenance program
Remove dust from fan intakes.
Remove dust from the power supply.
Remove dust from components inside the computer.
Clean the mouse and keyboard.
Check and secure loose cables.
Software
Explain the customer to use the tasks listed as a guide to create a software maintenance
schedule that fits the needs of your computer equipment:
Review security updates.
Review software updates.
Review driver updates.
Update virus definition files
Scan for Virus and spyware
Remote unwanted programs
Scan hard-drives for errors
Also explain the benefits
The following are the benefits of preventive maintenance:

Increases data protection
Extends the life of the components
Increases equipment stability
Reduces repair costs
Reduces the number of equipment failures
23
Trainer Guide
Report to Superior
Objective
Get to know how to report to superiors.
Methodology
What is the importance of reporting to supervisor?
2. Wait for the responses and introduce the session by elaborating how to report to
supervoisor.
Notes
Evaluate the problem and research possible solutions. Divide larger problems into smaller
problems that can be analyzed and solved individually. Prioritize solutions starting with
the easiest and fastest to implement. Create a list of possible solutions and implement them
one at a time. If you implement a possible solution and it does not work, reverse the
solution and try another
Field technicians need to report to the superiors for mainly two purposes:
Report that the troubleshooting is done and how it was done.
In order to get feedback from the superior in case appropriate solution is not available.
24
Trainer Guide
Notes
Step 1: First contact
Please contact your supervisor through any of the means such as telephone, mail or Skype. At
first contact, explain the supervisor about your visit in the field.
Request your supervisor to resolve complex issues and first level complaints and make fair and
reasonable customer service decisions.
If the superior has the immediate solutions you will receive the solutions for complaints lodged
in person or via the telephone. You will receive acknowledgement of your complaint
including a reference number - within 2 business days if you make your complaint in writing or
via email.
Step 2: Escalating the complaint
If your supervisor is not able resolve a complaint it can be escalated to Manager or an
appropriate alternative senior member of staff. In order to ensure that your query in
addressed effectively, youll need to provide information like:
A preferred telephone number and/or email address or that you can be reached on
during the day.
The senior managers will review the dispute and respond. Meanwhile keep on coordinating
with the supervisor.
Step 3: Referred to Solutions team
If your superior is unable to resolve a complaint to your satisfaction, you can request that they
provide you with a referral to the Solutions team.
A superior will contact you within 1 working day of receiving the referral to acknowledge your
complaint. The acknowledgement may be verbal (via telephone) or in writing (via email) at our
discretion. You will also be provided with a unique reference number for your complaint.
Step-4 Getting Updates

You can check up on the progress of your complaint at any time by calling your superior and
quoting the complaint reference number
It is advised to discuss complaint either verbally (via telephone) or in writing (via email) of the
outcome of your complaint.
25
Trainer Guide
Module 5: Coordinating with Colleague
Session
Interacting with supervisor
Coordinating with colleagues
Tools
Trainer Guide
Trainer Guide
Duration (hrs)
6
6
Interacting with supervisor

Objective
Get to know how to interact with supervisors.
Methodology
What do you understand by interaction and reporting to superior or supervisor?
2. Wait for the responses and introduce the session by elaborating how to interact and do the
reporting to superiors.
Notes
Your boss is out of the office for an extended period and has asked you to prepare a report on a
recently concluded computer & peripherals installation and repair work, or maybe you are
responsible for preparing a monthly report for your supervisor on your department's
productivity.
Regardless of the scenario, by doing your homework, understanding what your supervisor is
looking for in a report and completing it accurately and on schedule, you can produce a report
your supervisor will appreciate as informative and useful.
Step 1
Establish with your supervisor his preferred format for your reports. Some bosses want only a
short, no-nonsense page with bullet points while others require you to present a lengthy,
detailed discussion of each topic. Also, ask how he wants the report conveyed -- electronically
or in hard copy -- and how often he expects you to prepare a report.
Trainer Guide
Notes
Step 2
Use the format your boss has requested to present key information related to the subject. A
recurring report, such as weekly sales figures or monthly project status, can be presented in a
simple memo format with changes from previous reports highlighted. Reports on one-time
events, such as travel for a conference or the results of a productivity study, likely require
information that is more detailed.
Step 3
At the top of your report put the date, report title, the name of the person for whom the report
is prepared and your name as the report writer. If your report is in memo format, use the
report title as the subject line. The title should be specific enough to be immediately clear -"New Computer hardware and peripheral installed" or "October installation and repair Figures
for Sales Department," for example.
Step 4
Create section headers for each key element of the report. The introductory section should
introduce the topic and summarize key points. A background section might describe why a
marketing study was commissioned or what production problems prompted a workflow
evaluation. The body should include the main points of your report -- what was accomplished
at a conference, the results of a process review or the impact on employee productivity of a
recent training program, for example.
Step 5
Conclude your report with a summary and include recommendations for action if warranted.
For a trip report describing participation in a recent conference, the recommendation might be
that it was of little value and the company should no longer send employees. A report
describing a recent study should end with recommendations based on the study results, such
as "the process changes increased productivity by 150 percent and warrant permanent
implementation." If you are requesting his action on something, state that clearly so your
supervisor isn't left guessing.
Step 6
Double-check the report before sending it to your boss. Make sure there are no spelling or
grammar errors, that it contains accurate figures and dates and that it is neat and in the correct
format. Sign or initial the report. Make a copy for your files.
Trainer Guide
Notes
Just because you are working in good organization does not mean your boss or supervisors will
immediately look to confide in you and seek out your counsel on sensitive issues. You need to
cultivate trust by developing rapport, build credibility by demonstrating your technical and
people knowledge and business acumen, and consistently deliver results.
To do this, you need to:
Get to know your boss, senior colleagues, and your team

Establish clear expectations
Deliver on your commitments
Demonstrate trust
Be open and honest, and willing to have tough conversations
Maintain a balanced perspective
Regularly check-in and solicit feedback
Get to know your each other
Team members who know each other and have built a genuine respect for each other produce
greater results and have more fun doing it. Relationships get built through personal
connection, so you have to invest the time to get to know your superiors or supervisors.
Establish Clear Expectations
In the early days of working together, it is especially important to have an explicit discussion
with your boss about your mutual expectations of the scope of your role, your key deliverables,
and the ways you would like to work together. This conversation is important, so take time to
prepare your points so you are able to outline clearly what matters to you
Deliver on Your Commitments
Understanding what is your key deliverables are and then ensuring that you and you are
getting them done as promised.
Demonstrate Trust
Central to any good, sustained relationship, personal or professional, is trust. Your boss and
other senior colleagues need to know that information shared with you will stay with you and
not be passed on to others.
Be Open and Honest
Being open and honest in expressing your views goes hand in hand with demonstrating trust.
Trainer Guide
Notes
Maintain a Balanced Perspective
You must constantly challenge yourself to ensure you are not presenting only one side of an
issue. It takes time and probing to be sure you have looked at something from all sides, but you
have to discipline yourself to operate this way.
Regularly Check In and Solicit Feedback
Taking the time to periodically ask for feedback, especially from your boss, is important.
Traps to Avoid
It takes time and steady focus to become a truly effective service technician, and doing this
successfully can yield meaningful dividends for you personally and, more important, for the
company and its employees. Nevertheless, you have to be aware of a few traps to avoid, or your
relationship will be undone.
Trainer Guide
Interacting with Colleague

Objective
Understand how to maintain coordination with colleagues.
Methodology
What do you understand by interaction with colleague
2. Wait for the responses and introduce the session by elaborating how to interact and
coordinate with colleagues.
Notes
Effective working relationships are critical to your success as a field technician. There are
many different working relationships that take place with each individual from colleagues to
clients and customers.
Establishing good working relationships relies on a culture of cooperation where each person
within the relationship is working towards the achievement of common goals and to best set
and communicate these goals, and how to manage conflicts of interest.
1. Benefits of good working relationships
The main benefits of building good working relationships with your colleagues are as follows:
It helps to develop your working practices to understand the points of view of your
colleagues and to understand why they do things a certain way.
It spreads good practice throughout an organisation.
It improves your networking skills, which are vital for career development.
You are able to improve your decision making by having a wider access to
information about all aspects of your professional curve.
The main benefits of building good relationships with your stakeholders are:
Informed decision making for your strategic plans

Cooperative solutions to an organisations goals
Increased organisational effectiveness
Improved corporate reputation
Avoidance of negative press.
Trainer Guide
Notes
2. Agreeing a common purpose
To develop good working relationships with colleagues and stakeholders, and to avoid conflict,
it is essential to share a common purpose. This may relate to a single project goal or it may be
the overall aim of a whole organisation. Communicating with colleagues and stakeholders is
the only way of identifying and agreeing a common sense of purpose.
Identifying a common purpose
Having identified your key internal stakeholders, you need to engage them in discussion about
your project or campaign plans. By doing this early on in your project, you will be able to set
SMART goals about how you would like each part of your project to proceed.
SMART goals are:
Specific
Measurable
Achievable and agreed on
Realistic and relevant
Time-bound.
In order to identify and agree a common purpose, you must discuss:
each stakeholders goals

the objectives they see as needed to meet the goals
how individuals and teams will work together
explicitly what your goals are, and the objectives you must meet to achieve them.
Conflicts of interest with stakeholders
One of the key issues when trying to agree on a common purpose with stakeholders is dealing
with the inevitable conflicts of interest. There are three main strategies for dealing with these.
A. Early intervention
If you identify the conflict early, you can prevent it from becoming an entrenched view and the
situation growing out of control. By using issues management skills, you should be able to
identify what these conflicts might be before entering into the communication process with
your stakeholder, which would then give you the opportunity to intervene early.
B. Clear communication
As noted above, if there is clear communication then you have the building blocks in place for a
positive relationship with your stakeholder. If you have this positive relationship then you
should be able to talk through your conflicts of interest and find a common purpose to agree
on.
Trainer Guide
Notes
C. Manage difficult behavior
If one of your stakeholders exhibits difficult behaviour, it is your job to keep calm and avoid
behaving in an unprofessional way, such as shouting or using insults. You should attempt to be
assertive but use neutral language to defuse aggression.
Conflicts of interest with colleagues
There will be times in your working life that you will disagree with colleagues. These may be
due to the communication issues noted above or they may be because of other issues noted
below. Whatever the reasons, it is important to recognise these conflicts of interest and how to
resolve them.
Conflicts of interest these do arise and it is important to deal with them quickly and
effectively.
Limited resources there are often limited resources within organisations and there may be
competition for them that leads to conflict of interest.
Departmentalisation as seen earlier, your colleagues may include people in other

departments. In larger organisations conflicts can sometimes occur when departments become
insular and do not like to communicate with other departments.
Individual differences sometimes two people just do not get along, for reasons such as
differing views or clashing personalities. It is important to recognise these problems exist and
address them in your working life. You need to act professionally in order to get the work done.
Trainer Guide
Module 6: Soft Skills
Session
Reading & Writing Skill

Communication Skill
Teamwork and Multitasking

Interpersonal Skill
Behavioural Skill
Reflective Thinking
Decision Making
Critical Thinking
Tools
Duration (hrs)
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
Trainer Guide
2
2
2
2
2
2
2
Reading & Writing skill

Objective
Understand how to read and interpret the information written on computer

package
Trainer Guide
Methodology
Start the session by asking questions to the class :
Why is reading and writing skill important for field technician?

What are the instructions mentioned on computer package?
Wait for the responses and introduce the session by elaborating how to develop
reading and writing skills
Notes
Importance of reading and writing skills

In todays scenario, it is difficult service representatives to be successful if they have poor
reading and writing skills. There is a large amount of reading, writing and typing involved
in the customer service industry, such as updating accounts, taking orders or typing out
customer responses. Strong reading skills help representatives spend less time trying to
understand what they are reading and more time focusing on the customer. This also
applies to writing skills, which become especially important when providing information.
Misspelled words and improper grammar on the part of a field technician agent makes him
and the company looks unprofessional.
Trainer Guide
Notes
Every computer package contains certain information to provide fast, easy access to
service parts information for a wide range of product. Label of the package contains
information such as product number, serial number, model name, or part number
Every company has its own use/reference a specific part number.
How to Identify Product Details:

Do not know your part number? You can find it by entering one of the following values
from your product's service tag. Let us take example of HP computer :
Details:
1. Product name: This is the product name affixed to the front of the device.
2. Serial number (s/n): This is an alphanumeric identifier that is unique to each product.
3. Part number/Product number (p/n): This number provides specific information
about the products hardware components. The part number helps a service technician to
determine what components and parts are needed.
4. Warranty period: The number describes the duration of warranty period for the
device.
5. Model description (selected models only): This Alphanumeric identifier used to
locate documents, drivers and support for the device.
Trainer Guide
Notes
Along with this computer following manuals are provided by the company such as :
Quick Start Guide :In this guide there is information given such as :
a) Charge your computer
b) Lift to open the display panel

c) Press the start Button
How to install your own OS along with a CD
PC user : In this following information is given such as :

a) Getting started
b) Safety Notices for your Notebook PC : This includes :

i.
ii.
iii.
iv.
Warning!
Caution!
Important!
Warning for Battery!
c) Copyright Information
d) Limitation of liability
e) service and Support
f) FCC Radio Frequency(Rf) exposure caution Statement

g) UL safety notices
h) Global Environment Regulation Compliance and Declaration

i) Coating Notice
j) Recycling/Takeback Services
k) Power Safety Requirements
l) Reach
m) Prevention of hearing loss
It is very Important for the field technician to read all this information on the package while
handling a complain.
Trainer Guide
Notes
Customer Complaint Form
Customer Information
Customer Name:
Customer Address:
Contact name :
Customer P.O. No.:
Product No:
Customer Phone :
Contact Position:
Invoice Number :
Product Description :
COMPLAINT INFORMATION
Complaint taken by :
Complaint Date:
Complaint Details
First Response Corrective Action:
Suspected Cause:
Corrective Action Person(s)
Corrective Action Follow-upWhat steps should be considered to avoid repeat of a problem:
Date:
Trainer Guide
Communication Skill
Objective
Understand how to communicate with the customer
Methodology
Start the session by asking questions to the class :
What do you understand by Communication?
Why is communication skill important for field technician?
Wait for the responses and introduce the session by elaborating how to develop
communication skills
Notes
1. What is communication?
Communication (from Latin "communis", meaning to share) is the activity of conveying
information through the exchange of thoughts, messages, or information, as by speech,
visuals, signals, writing, or behavior. It is the meaningful exchange of information between
two or a group of person.
We cant do anything but communicate. Even silence conveys some ideas and meaning. It is
like blood of our life.
3 Vs of Communication
Verbal Words
Vocal Tone
Visual Body Language
Words have only 7% value or weightage, Tone has 38% and body language 55%.
Thus the non verbal i.e. tone and body language has a huge impact.
Example: demonstrate sentence like I am very excited in a sad tone with hands crossed
and ask what are they going to believe.
Trainer Guide
Notes
Types of Communication
Aggressive: Bossy, arrogant, forceful, sarcastic, opinionated, intolerant.
communication.
Win/lose
Relate aggressive with tone quality. High volume, higher pace, dominating intonation, etc.
Submissive: Helpless, apologetic, indecisive, passive. Lose/ Win communication.
Relate aggressive with tone quality
Assertive: Direct, honest, responsible, considering, respecting. Win/win communication.

Here I say that you and I are equal in terms that both are taking care of respective
responsibilities and hence its not really boss and subordinate etc. You communicate
respect and trust while being assertive in communication.
Ask participants to recall when they tend to be aggressive, submissive or assertive in
communication.
2. How to communicate while handling the complaints:
There are several key stages when handling a complaint:
Thank the customer for complaining - You should consider yourself lucky that the
customer is prepared to give up their time and money to let you know they have a problem,
instead of just walking away - a complaint is a gift.
Say that you are sorry that the problem has happened - This is NOT an admission of
guilt on your part, it's just good manners.
Put yourself in the place of the customer - This will instantly give you an advantage, as
you not only will have more empathy with the customer, but also you know your business
better than them and so can hopefully see the solution quicker.
Start with the view that the customer has a valid point, not that they are trying to rip
you off - It is true that there are some professional complainers out there, but they are in
the minority, and, if you are a local store, you probably know them anyway. Accepting that
the customer may well have a point, even internally, may well trigger off ideas for an
acceptable resolution.
Trainer Guide
Notes
Get all the facts first - Letting the customer give you all of the information helps you fully
understand the situation AND, if they are emotional, will give them time to calm down.
3. How to seek inputs at assess the problems
Whenever something has gone wrong, the customer should be given:
a clear and succinct explanation of what has caused the problem. If this is a mistake,
delay or oversight you must not hesitate to say so but avoid jargon about the
Agencys procedures and systems.
You should not attempt to put a mistake right without informing the customer what you
are planning to do and why you are doing it.
4. How to communicate in local language
Use plain hindi/local language and do not use jargon. Always use the language which
customer can easily understand. If you do not their language pick up some important
words of customers language and use them while communicating. Ultimate purpose is
to clear communication between the two parties.
Use active verbs, "I am sorry we made a mistake" is better than "I am sorry a mistake
was made" or worse still ".It is regrettable that a mistake was made". Using the passive
can give the impression that we are trying to avoid responsibility
Do not use expressions that may unintentionally suggest that we are trying to avoid
blame. "I am sorry you found it necessary to complain" can be misinterpreted in this
way. "I am sorry that things went wrong" is clearer
5. Educate and inform customer about contractual issues such as warranty, cost of
service and module replacement
Whenever you handle customer complaints , Firstly check the computer and its peripherals
Trainer Guide
Notes
Thoroughly and identify what a problem is.
For example , technician come out with the problem that Hard-disk is corrupted
Follow following steps :

Immediately read all the instructions given on the package of computer such as
module number, serial number, warranty period etc.
Let the customer know whether their system is out of warranty period or in
warranty period and educate them that when computer system is in warranty then
the repair is done free of cost for the clauses added by the company under warranty.
If the computer is out of warranty, then the fee is charged for the services offered.
Points to Watch:
When dealing with customers, remember you are dealing with behaviours, policies
and issues. Never criticise others personally.
Where more than one office is involved in a complaint issue, the member of staff
who receives the complaint should either apologise on behalf of the teamand not
attribute blame; or
apologise.
Pass the complaint on to the office which made the mistake so that they can
Do not say to the customer that the complaint is nothing to do with you or your
office: the customer is simply concerned with the product and complaint related to
it.
comments can unfairly prejudice people who look at the file including the customer.
Never write unnecessary comments, even in pencil, on customers letters. Subjective

A small number of complainants pursue the same issue repetitively. A point comes
where no purpose is usefully served by continuing to reply. But if you decide not to
reply in such cases, always make sure that you follow the appropriate guidance.
Trainer Guide
Teamwork & Multitasking

Objective

Understand how to work in team?
Methodology
Start the session by asking questions such as :
What do you understand by Teamwork?

Why Multitasking is important?
Wait for the responses and introduce the session by elaborating about Teamwork and
Multitasking
Notes
Teamwork and Multitasking

Imagine this: A customer calls an organization and enquired on a product. The staff
promised to get back to him but did not. A week later, he calls again
What is the thing that will cause customer to get fuming mad?
a) the staff no longer works in the company or is on leave

b) they tell him that only that previous person he spoke to can handle the case
c) no one in the team knows what on earth is going on
d) they tell him that he should be calling another department
The possibilities listed above are fictional but not remote. Chances are that many of us may
have experienced some or all of them.
The question is how do we avoid a situation like this?
Good customer service does not happen overnight it requires teamwork, knowledge,
systems and motivation. That is where teamwork comes in
10
Trainer Guide
Notes
How to share workload and achieve your service target :

Heres a roadmap we suggest you follow:
i.
ii.
iii.
iv.
v.
vi.
vii.
Review your sales goals first thing in the morning every day. Say your big
picture goal out loud (yes, seriously), then go scan your plan for the week and
review goals and actions for the day. At the end of each day, review how the day
went, and set goals and actions for the next day.
On Friday or Saturday, review the week and set goals and actions for the next week.
Once per week (this can be at your Friday or Saturday review session), review your
goals with the team members. Your team members can be a peer, a mentor, a coach,
or a friend, but its someone you explicitly work with each week to make sure youre
on top of your goals, staying committed, and pushing yourself. Along with goals,
milestones, and progress, you should discuss any hassles or potholes that are
holding you back so you can fight your way through them.
Once per month, meet with your supervisor to review what youre doing, where
youre headed, what youll do in the next month, and get ideas for how you can
achieve more and shake off any nagging hassles that are holding you back.
Once per quarter, review your progress toward your annual goal. Set no more than
3 quarterly priorities that youll direct all your passion, energy, and intensity toward
so you can stay on track to meet your annual targets. During the quarterly meeting,
step back and ask yourself, What do I absolutely, positively need to get done over
the next three months to achieve my annual goals? Define it, commit to it, and set
your monthly targets and actions for the next three months.
Once per year, set your targets for the next year. Make sure you ask yourself, What
do I need to do to get to my big picture goal? When youre done with your goals and
plan, ask yourself, If I get done what I am about to do, will it help me get to my bigpicture goal? Make sure it does before you put your head down for a year and make
it happen.
11
Trainer Guide
Interpersonal Skill
Objective
Understand how develop rapport with the customer and suggest customer on
possible customer
Methodology
Start the session by asking questions such as :
What do you understand by Interpersonal Skills?
Why are interpersonal skills important for field technician?
Wait for the responses and introduce the session by elaborating about Interpersonal
Skills
Notes
Interpersonal Skills
The ability to interact and communicate with others--or the inability to do so--is referred
to as interpersonal skills. Whether the communication is written, via telephone, or face-toface, ability to communicate will reflect his ability to effectively meet customers & needs
and assist his co-workers and superiors. A person with good interpersonal skills will be the
"go to" person in difficult situations.
10 Vital Interpersonal Skills
i.
ii.
iii.
iv.
v.
Ability to Work with People

Possess Social Poise, Self-Assurance & Confidence
Consideration for Others; Tolerant & Patient
Exhibit Self-Control; Be tactful
Able to Make Decisions
12
Trainer Guide
Notes
vi.
vii.
viii.
ix.
x.
Maintain High Standards of professionalism

Honest & Objective
Organize Time & Priorities
Be Persuasive & Create Enthusiasm
Have a High Concern for Communication
2. Building rapport with Customer
The first task in successful interpersonal relationships is to attempt to build

rapport.
Building rapport is all about matching ourselves with another person.
For many, starting a conversation with a stranger is a stressful event; we can be lost
for words, awkward with our body language and mannerisms.
Creating rapport at the beginning of a conversation with somebody new will often
make the outcome of the conversation more positive.
However stressful and/or nervous you may feel the first thing you need to do is to
try to relax and remain calm, by decreasing the tension in the situation
communication becomes easier and rapport grows.
Rapport is a state of harmonious understanding with the customer to enable greater and
easier communication. In other words rapport is getting on well with the customer by
having things in common; this makes the communication process easier and usually more
effective.
Following steps can be followed :
i. Break the Ice : When meeting somebody for the first time some simple tips will
help you reduce the tension in the situation enabling both parties to feel more
relaxed and thus communicate more effectively:
ii.
iii.
Use non-threatening and safe topics for initial small talk. Talk about
established shared experiences, the weather, how you travelled to where you are.
Avoid talking too much about yourself and avoid asking direct questions about the
other person.
Listen to what the other person is saying and look for shared experiences or
circumstances - this will give you more to talk about in the initial stages of
communication.
13
Trainer Guide
Notes
iv.
v.
vi.
vii.
Try to inject an element of humour. Laughing together creates harmony, make a

joke about yourself or the situation/circumstances you are in but avoid making
jokes about other people.
Be conscious of your body language and other non-verbal signals you are
sending. Try to maintain eye contact for approximately 60% of the time. Relax and
lean slightly towards them to indicate listening, mirror their body-language if
appropriate.
Show some empathy. Demonstrate that you can see the other persons point of
view. Remember rapport is all about finding similarities and being on the same
wavelength as somebody else - so being empathic will help to achieve this.
Make sure the other person feels included but not interrogated during initial
conversations, as you may feel tense and uneasy meeting and talking to somebody
new, so may they. Put the other person at ease, this will enable you to relax and
conversation to take on a natural course.
3. Find out how to improve and develop your interpersonal skills including:
i.
ii.
iii.
Learn to Listen
Listening is not the same as hearing. Take time to listen carefully to what customer
is saying through both their verbal and non-verbal communication.
Choose Your Words
Be aware of the words you are using when talking to others. Could you be
misunderstood or confuse the issue? Practise clarity and learn to seek feedback to
ensure your message has been understood.
Encourage others to engage in communication and use appropriate

questioning to develop your understanding. Our page: Verbal Communication,
introduces the subject, you may also be interested in Effective Speech for tips on
how to use your voice to full effect and Questioning which can help you encourage
communication in others and clarify what they have said.
14
Trainer Guide
Notes
Understand Why Communication Fails

Communication is rarely perfect and can fail for a number of reasons. Learn about the
various barriers to good communication so you can be aware of - and reduce the likelihood
of - ineffective interpersonal communication and misunderstandings.
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
Relax: When we are nervous we tend to talk more quickly and therefore less
clearly. Being tense is also evident in our body language and other non-verbal
communication. Instead, try to stay calm, make eye contact and smile. Let your
confidence shine.
Clarify: Show an interest in the people you talk to. Ask questions and seek
clarification on any points that could be easily misunderstood.
Be Positive: Try to remain positive and cheerful. People are much more likely to be
drawn to you if you can maintain a positive attitude. More on Personal Presentation
and Building Confidence.
Empathize: Understand that other people may have different points of view. Try to
see things from their perspective. You may learn something whilst gaining the
respect and trust of others.
Understand Stress: Learn to recognise, manage and reduce stress in yourself and
others. Although stress is not always bad, it can have a detrimental effect on your
interpersonal communication. Learning how to recognise and manage stress, in
yourself and others, is an important personal skill.
Learn to be Assertive: You should aim to be neither passive nor aggressive. Being
assertive is about expressing your feelings and beliefs in a way that others can
understand and respect. Assertiveness is fundamental to successful negotiation.
Reflect and Improve: Think about previous conversations and other interpersonal
interactions; learn from your mistakes and successes. Always keep a positive
attitude but realise that you can always improve our communication skills.
Negotiate: Learn how to effectively negotiate with others paving the way to mutual
respect, trust and lasting interpersonal relations.
15
Trainer Guide
Behavioural Skill
Objective
Understand how to be patient and courteous with all types of customers
Methodology
Start the sessions by asking questions such as
What do you understand by Behavioural skills?
Why are behavioural skills important for field technician?
Wait for the responses and introduce the session by elaborating about behavioural skills
Notes
While dealing with the customer, it is not the technical knowhow but the behavioural
aspects of the field technician that block their growth and hamper his progress. Often times
an individual behaves in a certain manner without realising the impact it has on others.
Therefore behavioural training is important for the growth of the individual and the
organisation.
Importance of personal grooming
Personal grooming is important for a positive self-image and every effort should be made
to encourage and assist the resident to maintain a pleasing and attractive appearance.
Daily Hygiene Needs
Bathing
Skin care
Back care
Oral hygiene
Shaving
16
Trainer Guide
Notes
Shampooing hair
Hair care
Nail care
Perineal care
Dressing and undressing
Oral Hygiene :to prevent odors
Use toothpics in private
Cover mouth when coughing and sneezing
Dont chew gum when you want to make good impression.
Activity
Manners & Grooming Questionnaire
For each statement listed below, rate yourself on a scale of 1 to 10 for each of the items. A
rating of 10 would indicate that the statement is always true, and a rating of 1 would
indicate that it is never true.
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
x.
xi.
xii.
xiii.
I always say please and thank you when I ask someone for something.
The clothes I wear would never offend another person.
If something bad happens to someone I don't like, I tell my friends and laugh about
it when that person is not around.
I never curse or use offensive language in public places.

My hair is clean and well groomed.
People who know me would describe me as cheerful and friendly.

I always have good posture.
When I talk to someone, I look them in the eyes.

I keep my fingernails clean and nicely trimmed.
I usually become angry and lose my temper when things don't go my way.
When other people do something differently from the way I would do it, I avoid
being critical of them
I dont bite my fingernails.
When I sneeze or cough, I always cover my mouth.
17
Trainer Guide
Notes
Significance of Etiquettes
1. Greet the customer by saying Namastey, Adab , Sasriyakar with a smile on face
while meeting the customer
2. Maintain the appropriate physical distance with customer during conversation, not
entering bedroom without permission
3. Do not smoke at customers home or in front of customer
4. Do not visit customers place after drinking liquor.
5. Wear comfortable clothes and be presentable
6. In conversation with the customer :
Never interrupt
Avoid:
a. Confidential information
b. Your health
c. Other people's health
d. Controversial subjects
e. How much things cost
f. Personal misfortunes
g. Stories in questionable taste
h. Harmful gossip
Here are some ways of creating positive impressions, some of which have already been
discussed:
a. Thoughtfulness in meeting the customers needs
b. Personal responsibility for a customer Quick problem solving for customer
c. Offering immediate assistance
d. Friendliness
e. Using customers name in a conversation
f. Pleasant voice tone
g. Polite and courteous manners Neatness
h. A genuine smile
Here are some factors that create a negative impression:
a. Making the customer wait
b. Not answering the phone promptly
c. Not saying please and/or thank you
d. Speaking loudly or condescendingly to customers
e. Making faces, frowning, acting distant, not smiling
f. Looking disheveled or like you do not care about your appearance
g. Focusing on another task while addressing or servicing a custome.
18
Trainer Guide
Notes
Stay patient and courteous with all types of customer

1. Major Dos and Donts of Customer Service
Every day customer service representatives face situations when what they say makes or
breaks a service interaction. Below are ten phrases that should never be used because they
frustrate and anger customers.
i. No.
ii. I dont know.
iii. Thats not my job.
iv. You are right that is bad

v. Calm down.
vi. Im busy right now.
vii. Call me back.
viii. Thats not my fault.

ix. You need to talk to my supervisor.
x. You want it by when?
19
Trainer Guide
Notes
2. Helpful Reminders for Polite and Friendly Responses

Wrong Approach
I dont know.
No.
What I can do is
Youre right this is bad.
Thats not my fault.
You want it by when?
Calm down.
Im busy right now.
Call me back.
Polite and Friendly approach

Ill find out.
What I can do is
Let me find the right person who can help you with
I understand your frustrations.
Lets see what we can do about this
Ill try my best.
Im sorry.
Ill be with you in just a moment
I will call you back
with
3. Communicating with the Unsatisfied Customer

There is a problem with technician or customer service representative is making lame excuses,
namely:
It is the fault of the computer.

It is the fault of the other sales clerk.
It is the fault of the chief of the department.
It is the fault of the system.
It is the fault of the Government.
It is just the way it is.
Having discussed the importance of knowing how the customer feels and WHAT NOT TO SAY,
lets address the notion of how to communicate with an unsatisfied customer
Listen: It is of primary importance when dealing with an unsatisfied or complaining customer to
listen attentively to his/her complaint, gripe, frustration or grievance. Be patient, attentive, and
friendly.
Express you are sorry:
We are sorry for this mistake/problem.
We are terribly sorry for this inconvenience.
How can we work to solve this problem together?
I can imagine how frustrated you are.
20
Trainer Guide
Notes
Do not argue and do not interrupt: This will only worsen the situation, especially if the
customer is angry. Let him speak before you try to discuss with him what has happened.
Do not lose your self-control: If you stay relaxed, customers will calm down.
Point out facts: Listen carefully and write everything down. Do not make any comments until
the customer is finished talking.
Admit the problem: If you can suggest a solution, do it. If not tell the customer what actions
you will take and what actions will follow. Never make the mistake of promising something you
are not able to do.
Involve the customer in problem solving: Suggest the customer alternative solutions, if they
exist. Customers appreciate the opportunity to choose the ways of problem solving.
Follow-up: Make sure that the promised measures are taken. If you do not fulfill what was
promised and ignore the customers complaint, the problem will grow. Next time it will be more
difficult to solve.
Give the customer a way back: Sometimes customers are wrong. You should let them leave
with dignity, without feeling embarrassed.
Do not question the customers correctness: From the very beginning you should believe that
the customer may be right. Always be open minded toward the customers opinion, make them
feel they deserve to be listened to.
4.Solving the Customers Problems
When you listen to the customers complaint you take responsibility to solve the problem.
Listen without interruption and with full attention.
Behave without aggression, and without arguing.
Do not extend excuses for the problem, and thank the customer for drawing their
attention to it and helping solve it.
Express sympathy and full understanding
21
Trainer Guide
Notes
Customer service problem solving involves:

Ask necessary questions to get more complete information and completed picture
of a situation
Find out exactly what the customer needs you to do for them
Explain first what you can do, and then gently add what you cannot do
Discuss in detail all opinions, and then decide what needs to be done
Undertake immediately what was discussed.
Check the result to make sure the customer is completely satisfied
Customer service traits to copy
Be on time, open on time, deliver on time
Follow through and deliver your promises

Go the extra kilometer for customers
Offer you customer options
Express empathy to upset customers
Treat customers as the MOST important part of your job

Treat co-workers as if they are customers
Give customers your name and contact details
22
Trainer Guide
Reflective Thinking
Objective

Understand how to improve work process?
Methodology
Start the session by asking questions such as
What do you understand by reflective Thinking?

Why do field technician asked to be reflective?
Wait for the responses and introduce the session by elaborating about Reflective
Thinking
Notes
What is reflective thinking?

To think and write reflectively you have to:
Experience something
Think about what happened
Learn from the experience
You think reflectively all the time, you probably just don't realise you're doing it.
Have you ever missed the bus and then thought next time Ill leave the house 5
minutes earlier'? This is an example of you being reflective: you thought about an
experience and decided to learn from it and do something different the next time.
As a field technician, and in the workplace, you will be asked to be reflective. Thinking or
reflecting on the world around you, your experiences and actions will help you to develop
and improve your skills.
23
Trainer Guide
Notes
Why Reflective thinking is Important :

In customer handling situations are becoming more complex, information is becoming
available and changing more rapidly prompting users to constantly rethink, switch
directions, and change problem-solving strategies. Thus, it is increasingly important to
prompt reflective thinking during learning to help learners develop strategies to apply new
knowledge to the complex situations in their day-to-day activities.
Reflective thinking helps learners develop higher-order thinking skills by prompting
learners to
a) relate new knowledge to prior understanding,
b) think in both abstract and conceptual terms,
c) apply specific strategies in novel tasks, and
d) understand their own thinking and learning strategie
Two Main Techniques of Reflecting:
1. Mirroring
Mirroring is a simple form of reflecting and involves repeating almost exactly what the
customer says.
Mirroring should be short and simple. It is usually enough to just repeat key words or the
last few words spoken. This shows you are trying to understand the customers terms of
reference and acts as a prompt for him or her to continue. Be aware not to over mirror as
this can become irritating and therefore a distraction from the message.
2. Paraphrasing
Paraphrasing involves using other words to reflect what the customer has said.
Paraphrasing shows not only that you are listening, but that you are attempting to
understand what the speaker is saying.
It is often the case that people 'hear what they expect to hear' due to assumptions,
stereotyping or prejudices. When paraphrasing, it is of utmost importance that you do not
introduce your own ideas or question the customer thoughts, feelings or actions. Your
responses should be non-directive and non-judgemental.
It is very difficult to resist the temptation to ask questions and when this technique is first
used, reflecting can seem very stilted and unnatural. You need to practice this skill in order
to feel comfortable.
24
Trainer Guide
Notes
Guidelines for Reflecting

Be natural.
Listen for the basic message - consider the content, feeling and meaning expressed
by the speaker.
Restate what you have been told in simple terms.
When restating, look for non-verbal as well as verbal cues that confirm or deny the
accuracy of your paraphrasing. (Note that some speakers may pretend you have got
it right because they feel unable to assert themselves and disagree with you.)
Do not question the speaker unnecessarily.
Do not add to the speaker's meaning.
Do not take the speaker's topic in a new direction.
Always be non-directive and non-judgmental.
Avoid certain mistakes in servicing:
Allowing a prospect to lead the service process. The best way to control the service
is to ask questions.
Not completing pre-meeting research: Giving solutions to the customer without
knowing enough about the problem/solution
Talking too much. Too many field technician people talk too much during the
customer handling interaction. They espouse about their product, its features, and
their service and so on.
Giving the prospect information that is irrelevant. Avoid sharing information that
was completely meaningless to me.
When you make a cold call or attend a meeting with a prospect it is critical that you
are prepared. This means having all relevant information at your fingertips
including; pricing, testimonials, samples, and a list of questions you need to ask.
If you sell a service, you have the obligation to ask the customer for a commitment,
particularly if you have invested time assessing their needs and know that your
service will solve a problem.
25
Trainer Guide
Decision Making Skill

Objective

Understand how take effective decisions.
Methodology
What do you understand by Decision Making?
Why is decision making important for field technician?
Wait for the responses and introduce the session by elaborating about Decision Making
Notes
Decision Making
People often find it hard to make decisions - inevitably we all have to make decisions all the
time, some are more important than others.
Some people put off making decisions by endlessly searching for more information or
getting other people to offer their recommendations. Others resort to decision making by
taking a vote, sticking a pin in a list or tossing a coin.
Regardless of the effort that is put into making a decision, it has to be accepted that some
decisions will not be the best possible choice. This page examines one technique that can
be used for effective decision making and that should help you to make effective decisions
now and in the future.
26
Trainer Guide
Notes
27
Trainer Guide
Notes
What is Decision Making?

In its simplest sense: 'Decision Making is the act of choosing between two or more courses
of action'. However, it must always be remembered that there may not always be a
'correct' decision among the available choices.
There may have been a better choice that had not been considered, or the right information
may not have been available at the time. Because of this, it is important to keep a record of
all important decisions and the reasons why these decisions were made, so that
improvements can be made in the future. This also provides justification for any decision
taken when something goes wrong.
Stages of Decision Making
The method described here follows seven stages:
Listing all possible solutions/options.

Setting a time scale and deciding who is responsible for the decision.
Information gathering.
Weighing up the risks involved.
Deciding on values, or in other words what is important.
Weighing up the pros and cons of each course of action.
Making the decision.
1. Listing Possible Solutions/Options

In order to come up with a list of all the possible solutions and/or options available it is
usually appropriate to work on a group (or individual) problem-solving process. This
process could include brainstorming or some other 'idea generating' process.
This stage is important to the overall decision making processes as a decision will be made
from a selection of fixed choices. Always remember to consider the possibility of not
making a decision or doing nothing and be aware that both options are actually potential
solutions in themselves.
2. Setting a Time Scale and Deciding Who is Responsible for the Decision
In deciding how much time to make available for the decision making process, it helps to
consider the following:
How much time is available to spend on this decision?

Is there a deadline for making a decision and what are the consequences of missing
this deadline?
28
Trainer Guide
Notes
Notes
Is there an advantage in making a quick decision?

How important is it to make a decision? How important is it that the decision is right?
Will spending more time improve the quality of the decision?
3. Information Gathering
Before starting on the process of making a decision, all relevant information
needs to be gathered.
If there is inadequate or out-dated information then it is more likely that a wrong

decision might be made. Also, if there is a lot of irrelevant information then the
decision will be difficult to make, it will be easier to become distracted by
unnecessary factors.
There is a need for up-to-date, accurate information on which to make
decisions.
Such information needs to be gathered so that a well-informed decision can be

made. The amount of time spent on information gathering has to be weighed
against how much you are willing to risk making the wrong decision.
4. Weighing up the Risks Involved
One key question is how much risk should be taken in making the decision? Generally, the
amount of risk an individual is willing to take depends on:
The seriousness of the consequences of taking the wrong decision.

The benefits of making the right decision.
Not only how bad the worst outcome might be, but also how likely that outcome is
to happen.
5. Deciding on Values
Everybody has their own unique set of values - what they believe to be important
6. Weighing up the Pros and Cons
It is possible to evaluate the pros and cons of each possible solution/option by considering
the possible advantages and disadvantages.
7. Making a Decision
Take a decision by following the above steps.
29
Trainer Guide
Critical Thinking
Objective

Understand how to spot disruptions & delays?
Methodology
What do you understand by critical thinking?

Why critical thinking is important?
Wait for the responses and introduce the session by elaborating about Critical Thinking
Notes
Critical Thinking
Critical thinking provides one with an approach to information that can be very valuable
and very much expected of the field technician. It enables you:
To take on an amount of information

To sum information up
To pick out the theories and arguments
To be able to communicate and justify the point of view that you have taken.
Employers will look for thinking skills in field technician, with many seeing it as more
important to have these skills than to have subject knowledge in that area of work.
30
Trainer Guide
Notes
How do you develop critical thinking skills?

The key to developing critical thinking skills is to get into the habit of questioning rather
than simply accepting information you read or hear. For example:
Why does the supervisor say that and is all of it important?

What evidence and justification has the supervisor given?
Do you agree?
Asking the right questions, or asking enough questions, will help you get to the heart of the
topic. The more you read and understand about the topic, the more questions you will be
able to ask.
Also, think about approaching a topic from a different angle or a new perspective. If you
can think creatively, or outside of the box, when tackling a topic you might find that new
and interesting ideas and approaches come up.
Critical thinking checklist
To successfully think critically, you need to be able to:
Question what you see, hear and read
Evaluate ideas, statements or evidence

Look for reasons or justifications
Go beyond description
Bring in theories or concepts to explain and support an argument

Justify why you think the way you do
31
Trainer Guide
Notes
How to avoid repeating the old same mistakes all over again
Sometimes you need to learn from your failures .You find yourself stuck in the same
routine of making the same mistakes repeatedly. There are some things that you can do to
make sure that history does not repeat itself when you mess up.
1. Make sure you are not merely thinking poorly of yourself. Nobody is perfect,
everybody is human and "trying your best" is not the same as "doing everything you're
theoretically capable of doing". Hitting the ground face-first is part of life, it's getting back
up again that matters.
2. Find out why you continue to do what you're doing. Are you stressed or under a lot of
pressure? Are you bored? Depressed, or in a bad mood? Find out what it is, and see what
you can do to fix the main problem for next time.
3. Write it down. Physically making a note of things and leaving it where you can see it
will make a difference. It is like making a contract with yourself, and when you can trust
yourself to keep this contract, your self-fulfillment and confidence will rise significantly.
4. Find an alternative: Try alternative methods to do the things in more efficient ways.
5. Think things out. Always think "why am I doing this?", or "what is my purpose?"
6. Ask for help: If you are not able to solve any problem, tell immediately your supervisor,
it will be much easier to overcome your mistake.
32
Module 8: Exercises for Lab Classes

Session
Tools
Duration (hrs)
How to Install, Configure and

Setup Hardware System
Trainer Guide
18
How to check system

functionality and Software
Installation
How to identify system
problems
How to do diagnosis of faulty
modules and repairing
process
Trainer Guide
30
Trainer Guide
Trainer Guide
60
60
How to Install, Configure and Setup Hardware System
INTRODUCTION TO COMPUTER:
Computer is an electronic device which takes the input information from the input
device and generates the output information and it will be displayed on the output. It
enables arithmetic computations, data processing, information management (storage)
and knowledge reasoning in an efficient manner. The word computer is derived from
the word compute which means to calculate. So a computer generally considered
to be calculating device that perform operations at very faster rates.
BLOCK DIAGRAM OF COMPUTER
Basical
ly the
computer system has three major components. These are

System Unit
o Central Processing Unit (Processor)
o Memory Unit. (Main memory and Auxiliary storage).
Input Unit.
Output Unit.
TASK 1:
Identification of the peripherals of a computer,components in a CPU and its functions.
Draw the block diagram of the CPU along with the configuration of each peripheral.
Aim: To identify the computer hardware parts
Procedure:
1. Cabinet:
It is used to install all hardware devices
like(mother board, SMPS,

HDD,CD ROM, FDD)
It has Start, Restart Button, Leds, Audio and USB

Connecters are available at front side.
Cabinet Power Switch
HDD LED Reset Switch Power LED
2. Monitor :
Monitor of a computer is like a

television screen.
It displays text characters and

graphics in colors or in shades of
grey.
The monitor is also called as screen

or display or CRT (cathode ray
tube). In the monitor the screen will
be displayed in pixels format.
a. 800 by 600 pixels
b. 1024 by 768 pixels .
3. Key Board:
Key board is like a type writer,

which contains keys to feed the
data or information into the
computer
Keyboards are available in two

modules. These are
a. standard key board with 83-88

keys
b. enhanced key board with 104
keys or above
4. Mouse:
Every mouse has one primary

button
(left button) and one secondary
button (right button).
The primary button is used to carry

out most tasks, where as secondary
button is used in special cases you
can select commands and options
5. Printer:
A device that prints images

(numbers, alphabets, graphs, etc)
on paper is known as Printer.
We have different types of printers to

take printouts. These are as follows
a. Dot matrix printer
b. Inkjetprinter
c. Laserprinter
6. Speakers:
Speakers make your system much more

delightful to use entertain you while
you are working on computer
7. Scanner :
Scanner used to scan images and text
8. System board/Motherboard
This is the major part of the PC

Hardware
It manages all transactions of

data
between CPU peripherals.
which holds the Processor,
Random
Access Memory and

other parts, and
has slots for expansion
cards
It is rectangle shape
9. Socket 478:
It use 478
MICROPGA
PIN
package it is used installing CPU
It is square type design.
10. CPU:
The central processing unit

contains
the heart of any computer, the
processor. The processor is fitted
on
to a Mother Board. The Mother
Board
contains
various
components,
which support the functioning of a
PC.
It is brain of the computer
It is square shape
Mother B
11. Ram Slots and Rams:
Ram slots are used to install the rams
It is large rectangle shape

and each
ending has small clips.
There two type ram slots
SD Ram;---------- Two Gap
DDR Ram-------- One Gap
.
12. North Bridge:
It is also called as controller
It converts electronic signals to

binary values and binary values
to
electronic signals
It is near by socket 478
It placed middle of the mother

board
13. South Bridge:
It is controls major components

mother board and it back bone of
the
input out devices
It is communicates PCI slots, IDE1,
IDE-2, floppy connecter, BIOS

chip.
It near by CMOS battery
14. CMOS Battery:
Computer is using a coin

shape
Battery
It generates
signal and it
the
clock
manage system continues time
15. Primary & Secondary(IDE-1 & IDE2) :
It is also called as IDE-1, IDE-2.
It used to connecting Hard Disk

Dive, CD ROM, DVD ROM.
16. Input & Out put ports :
IO ports are used to connecting IO device such as key boards, mouse, monitor,
printer, scanner, speakers etc...
17.
AGP Slot & AGP Card :
AGP Slot is used install the AGP card.
AGP back view same as VGA port(15-female pins) and used to connecting the
monitors
This slot is above PCI slots and its color is Black or Brown
18. CI Slots &PCI(Expansion) Cards :
PCI slots are used to install the PCI

cards such as
a. LAN (Ethernet) Card--- Back view

Ethernet port
b. Sound Card- Back view Audio pin

connectors)
c. TV Tuner(Internal) Card - Dish Pin connecter
PCI Slots are white or yellow color
PCI Card has Single gap only
19. BIOS Chip :
BIOS controls how the operating

system and hardware wok
together
BIOS identification is BIOS name

is
available on chip or mother
board
20. ATX Power connecter:
ATX power connecter is used to

connect ATX power plug( This is
from SMPS)
ATX Power connecter has 20/24

pins available.
It is white color and it has ATX

name is available on Mother
Board
.
21. Floppy connecter:
Floppy connecter is used to connect

Floppy Disk Drive.
This is beside of ATX power

connecter and Name FDD is
available on the mother board.
22. Bus Cables or Data cables :
A Bus is a collection of wires

through which data is transmitted
from one device to another device
cables are two types
IDE cable : it used to connect HDD,

CD ROM, DVD ROM
FDD cable: it used to connect FDD

(braking or manufacture defecting)
23. Hard Disk Drive:
The hard disk drive is the main, and

usually largest, data storage device in
a computer
The operating system, software titles

and most other files are stored in the
hard disk drive
Identifications is the panel name is

Hard Disk dive
24. CD ROM Drive & CD-Writer:
CD-Rom (Compact Disk Read only

Memory) Drive is a device that reads
the information from Compact Disks
(CD).
CD-Writer is used to write the data

into Compact Disks.
Identification is the panel name is
CD Writer
TASK 2
Aim: Assembling and disassembling the system hardware components of the
personal computer
Requirements:
1. CPU(Processor)
2. Mother Board
3. Floppy Disk Drive
4. Hard Disk Drive
5. CD or DVD ROM
6. Cabinet
7. Speakers
8. Key Board
9. Mouse
10. Monitor
11. RAM( SD or DDR)
12. Bus Cables
Procedure:
1. Mother Board Installation:
Open the cabinet on either side.
The back side of the cabinet has

readymade provision for the installation
of
the I/O shields. An I/O shield is used for
connecting the input and output devices
through it.
13. Power Cables

14. SMPS
15. Screw Driver
16. Screws
17. Printer etc
Check whether the mother board is placed in such a way that the I/O ports of
the motherboard correctly fit in the I/O shields. Ensure all the specified screws
for the motherboard are fixed and intact
CPU Installations:
CPU is one of the most dedicated

components of the computer. The
CPU pins
have to be clearly studied before
fixing into
the relevant processor space on
the
motherboard. After the CPU is
rightly placed
in its position the lever is to be
locked.
As a part of the CPU installation,

before
the CPU is fixed in the right
position a
lever is provided, which needs to
be
unlocked.
This
lever
is
perpendicular to
the motherboard.
The CPU, which is a square shaped

electronic component, comes with
pins
below it. One should find for an
indication on one of the corners of
the CPU on both sides. This arrow
mark is also found on the
motherboard which guides for the
fixation of the CPU. Once match of
the pins verses motherboard slot
gently push the CPU.
After the CPU is rightly placed in its

position, the lever is to be locked.
CPU heat sink fan installation:
The CPU heat sink fan is to be

carefully
plugged on to the CPU by pushing
down the metal plastic clips.
The metal/plastic clips provided with heat

sink fan should fix on to the CPU socket
and have to be locked.
Once the CPU het sink fan is fixed and

locked, it should be connected to the
Power supply available on the mother
board through the power connector.
RAM Installation:
Next is installing the RAM. Insert the RAM into an available expansion socket.
Note how the RAM is keyed to the socket. This ensures the RAM can be
plugged into the socket one way only. Finally press the RAM firmly into
position, making certain the Ram is completely seated in the socket.
SMPS Installations:
Next is installing the SMPS. This is an electronic power supply unit that
provides and regulates the power supply to all components of a computer
system. As shown in the diagram the SMPS needs to install into cabinet at the
place provided for it.
After placing the SMPS into the relevant provider space fix the outer screws to
it intact.
Next installing the ATX power connector. It is a 20/24-pin power connector.

This is the primary power supply to the mother board.
Hard Disk Drive Installation:
Installing the Hard Disk Drive (HDD) is clearly understood in the following
steps. First see the rare of the HDD. It consists of the 3 types of pins. One left
side the HDD has multiple pins termed as the IDE connector. In the middle is
the jumper setting pins for the HDD. On the extreme right side is the power
connector pins. Every device except FDD (floppy Disk Drive) uses this type of
power connector. And HDD and CDD (Compact Disk Drive) connected by this
type of IDE cable.
Power Connector
Mount the HDD into mounting slot meant for the HDD with the rear end facing
and secure the inner screws intact.
Connect the IDE cable to the HDD as well as the mother board as shown in the
figure.
Remember for all the power connectors to be plugged in, one needs to align
the Red line on the cable to Pin-1 of the IDE port. Hence connect the power
cable to the rare end by gently pushing the connector.
Floppy Disk Drive Installation:
Installation of a Floppy Disk Drive (FDD) is very similar to the HDD

installation. We need to identify the relevant pins for the motherboard and
power supply connectivity. First Step in the FDD installation is mounting of the
FDD into the FDD mounting slot by removing the cover of front side of the
cabinet as shown in the figure below.
Push the FDD case into opened of the cabinet curtaining of the FDD
Secure FDD with inner screws.
Connect the one end of cable to mother board and other to end to FDD.
Connect the power connector to the FDD.
CD ROM Installation:
Next installing the CD-ROM. Remove the cover of front side of the cabinet
curtaining of the CD-ROM.
Push CD-ROM case into opened space.
Secure CD-ROM with inner screws.
Connect the one end of cable to motherboard and another end to CD-ROM.
Connect the power connector to the CDROM.
Switches and LEDs Connections:
26 Installing the Switches and LEDs of front side of the cabinet. Please refer to
your mother board manual to locate where the connectors are. Different
mother boards place the connectors in different locations. The connectors for
the switches and LEDs are normally grouped together. They should look
similar to the figure given below.
IO Devices Installations:
27 Finally connect all peripheral devices like mouse, key-board, monitor, etc,
to the
I/O ports shown in the figure below.
a) Keyboard:
Keyboard has round shape connectors. The male connector appears at the edge of the
keyboards cable and the female connector appears at the back side of the system
unit. We are using the 6 pins round keyboard connector.
b) Mouse:
The mouse connector is same as the keyboard connector. The male connector appears
at the edge of mouse cable and female connector appears at the backside of the
system. It is also having 6 pins to connect the mouse.
c) Monitor:
The monitor of computer has D shape connectors. The male Monitor connector has
15 pins and it appears at the edge of monitors cable. The female monitor connector
appears at the back of the system unit.
d) Printer:
Printer connector is the oldest connector of a computer. The male printer connector
has 25 pins and it appears at the edge of the printer cable and the backside of the
system unit.
e) Audio / Speaker:
For audio effect we are using speakers. The audio male connector have single thick
pin and each male connector of individual speaker is distinguish with separate color.
The male connectors appear at the edge of the speaker cables. The female audio
connectors appear in same color at the back side of the system unit. The female audio
connectors have some special symbols i.e.
a. The first symbol displays line-out.

b. The second symbol displays line-in.
c. The third symbol displays Mic-in.
Line-out ------- it sends the out put to speakers.
Line-in--------- it takes the input from speakers.
Mic-in ----- it takes the input from microphone.
f) Ethernet / Networking:
The Ethernet connectors are used when two or more than two computers need to be
linked with other over a computer network like LAN (local area network). The shape
of male Ethernet connector is quite similar to male modem connector except it is
more flat. The female Ethernet connector appears at the back of the system unit.
g) USB:
USB (universal serial bus) is the latest and most popular connector. Using USB
connectors, we can connect so many different devices to our computer. Any device
equipped with USB has slim male connector with slim metal coating appearing at the
end of the devices cable. For connecting the device, a female USB connector is
provided at the back of the system unit. We can identify the USB connector with this
symbol.
How to check system functionality and Software Installation
Note
As you are aware, computer cannot do anything on its own. It is the user who instructs
computer; what to do, how to do and when to do.
In order to perform any task, you have to give a set of instructions in a particular sequence
to the computer.
These sets of instructions are called Programs.
Software refers to a set of programs that makes the hardware perform a particular set of
tasks in particular order.
Software can be classified mainly into following categories and sub-categories are shown in
figure below:
System Software
When you switch on the computer the programs stored in ROM are executed which
activates different units of your computer and makes it ready for you to work on it. This set
of programs can be called system software.
System software is sets of programs, responsible for running the computer, controlling
various operations of computer systems and management of computer resources.
Operating System (OS) falls under this category. An operating system is a system software
that provides an interface for a user to communicate with the computer, manages hardware
devices (disk drives, keyboard, monitor, etc), manages and maintains disk file systems and
supports application programs.
Some popular Operating systems are UNIX, Windows, Mac and Linux. Although operating
system provides all the features users need to use and maintain their systems, inevitably,
they still do not meet everyones expectations.
This has led to another type of system software called "Utilities". These are programs that
bridge the gap between the functionality of an OS and the needs of users. Utility programs
are a broad category of software such as compress (zip)/uncompress (unzip) files software,
antivirus software, split and join files software etc.
Application software is a set of programs, which are written to perform specific tasks, for
example: An application package for managing library known as library information system
is used to manage information of library such as: keeping book details, account holder
details, book issue details, book return details etc.
Another application package for managing student details is called students information
system, manages students roll no, name, parents name, address, class, section, processing
of examination results etc.
Application software can be broadly classified into two types:
Generalized packages
Customized packages
Generalized Packages
These are user friendly software written to cater to users very general needs such as
preparing documents, drawing pictures, database to manage data/information, preparing
presentations, play games etc. It is a group of programs that provide general purpose tools
to solve specific problems. Some of the generalized packages are listed below:
Note
Word Processing Software(for preparing documents): Word Perfect, MS-Word,

OpenOffice.org Writer
Spreadsheets (Data Analysis): Lotus Smart suites, MS Excel, OpenOffice.org Calc,

Apple Numbers
Presentations : Presentation Graphics, MS-PowerPoint, OpenOffice.org Impress
Database Management System: MS-Access, OpenOffice.org Base, MS-SQL Server,

ORACLE
Graphics Tools: Paint shop pro, Adobe Photoshop
Customized Packages
These are the applications that are customized (or developed) to meet the specific
requirements of an organization/institution. For Example: Student information details,
Payroll packages, inventory control etc.
Operating Software: Windows 7 Installation Step by Step
In order to install your copy of the Windows 7 operating system please make sure to
have the following items:
-Windows 7 Installation disk
-Drivers CD: * Use after installation process if needed.
*NOTE: Please make sure to back up all of your important data before proceeding
with this installation.
Step 1. Insert the Windows 7 operating system disk into your DVD drive, and then restart
your computer
Step 2. You will see a prompt that says Press any key to continue after the ZT logo
disappears. When you see this press any key immediately.
*NOTE: The following screen shots may differ from what you may see during your
installation. (i.e. Win7 version, HDD disk space etc.)
Note
Note
Fig. 1
Step 3 Starting Windows with the Windows7 logo will appear.
Fig. 2
Step 4. Language options, by default English will be set along with time and currency
format and keyboard or input method
Note
Note
Fig. 3
Step 5 Click Install Now
Fig. 4
Step 6. End User License Agreement (E.U.L.A.), check the box to accept, and click Next
Note
Note
Fig. 5
Step 7. Which type of installation? window will appear. Upgrade will be greyed out; the
only option you should be able to choose is Custom (advanced).
Fig.6
Step 8. Where do you want to install windows? Make sure the partition is highlighted.
Step 9. Delete the partition by clicking on Drive options (advanced) on the bottom right
corner of the field. Make sure the partition is highlighted and click on Delete. If drive
advanced options is greyed out, then the partition will not have to be deleted.
*NOTE: Deleting the partitions will erase all data on the system.
Note
Note
Fig. 7
Step 10. Disk 0 Unallocated Space should be the only listing at this point. If it is press next,
If not please proceed to delete any additional partitions that may be listed.
Fig. 8
Step 11. The next screen will show Installing Windows. This process should take
approximately 10 minutes after which the system will reboot.
*NOTE: Do not press any keys during this boot up process so as to not disturb the rest of
the installation.
Step 12. The next screen will show Installing Windows again to complete the installation
process.
Note
Note
Fig.9
Step 13. Setup is starting Windows will appear on the screen, and then you will be asked
to create a user name and a computer name.
Fig.10
Step 14. The next step will prompt you to create a password for your account (optional).
Note
Fig.11
Step 15. The next screen will come up and ask you to choose one of three options: Use
recommended settings, Install important updates only and Ask me later.
Fig. 12
Step 16. This screen will allow you to choose your local time zone and also adjust the date
and time.
Note
Note
Fig. 13
Step 17. Click on the appropriate location of your computer to enable Windows 7 to apply
the correct network settings.
Fig. 14
The installation is done! You have successfully installed Windows 7 on your computer.
Introduction
This document will guide you through the installation and activation of Microsoft
Office Professional Plus 2013 for Windows.
Note: To install/activate this product as described in this document, you will need:
At least 3.0 GB of free hard-drive space
Your product key/activation code for the software.
Installation Instructions
To install Microsoft Office Professional Plus 2013:
Navigate
to
your
computers
download
folder
(C:\Users\Your
Username\Downloads by default).
Open the folder for the version of Microsoft Office Professional Plus 2013
that you wish to install (32-bit or 64-bit).
In the folder that opens, double-click the file setup.exe.
Read the license agreement, select I accept the terms of this agreement, and
then click
Continue.
Click Install Now.
Note: If you have a previous version of Microsoft Office installed on your

computer, this button will read: Upgrade.
Wait while the software is installed.
Once the installation is complete, click Close.
Activation Instructions
To activate Microsoft Office Professional Plus 2013:
From the Start menu, click All Programs >> Microsoft Office 2013, and
then click on any program in that folder (e.g. Access 2013, Excel 2013) to
open it.
The Activate Office window will open. Click Enter a product key instead.
Enter your product key, and then click Continue.
Ensure that the option Use recommended settings is selected, and click
Accept.
Click Next.
Click Next.
Select a background theme from the list under How would you like your
Office to look? and then click Next.
If you wish to associate your software with a Microsoft account for online
access to your files, follow steps (a) through (c). Otherwise, click No
thanks, maybe later., and skip to step 9.
a) Click Sign In.
b) Select the type of account you have or wish to set up.
c) you already have a Microsoft account, enter your login information and
click Sign In. If you do not have a Microsoft account, click Sign up now
and follow the on-screen instructions to create one.
Click All done!
Microsoft Office Professional Plus 2013 is now installed and active on your computer.

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Field Technician

Computing & Peripherals

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Field Technician: Computing & Peripherals

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Field Technician: Computing & Peripherals

Know your job thoroughly

Safety the practice of safety measures

Know your trainees

1. Are they married? Do they have children?

What can you say about their attitude?

How do they perceive you as a Trainer?

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Field Technician: Computing & Peripherals

Practise these common courtesies

Greet the trainees.

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Field Technician: Computing & Peripherals

How to use Trainer Guide

Modules for Core Skill/Technical Skill

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Field Technician: Computing & Peripherals

Computer & Peripherals

Prepared by: Leaderz Walk & Vidya Care

Field Technician: Computing & Peripherals

Notes for Facilitator

A 10 SECOND CHECK LIST!

Be enthusiastic, whatever happens, be enthusiastic!

Choose volunteers carefully and don't cause embarrassment.

If something is not working move quickly on to the next activity.

9. Name one thing you really like about yourself.

10. What's your favourite thing to do in the summer?

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Field Technician: Computing & Peripherals

Computer and Peripherals

What are the different species of a computer?

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Field Technician: Computing & Peripherals

The following features characterize this electronic machine:

Storage and Retrieval

Repeated Processing Capabilities

Overview of a Computer System

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Field Technician: Computing & Peripherals

2. Secondary Storage Devices (External Storage)

7. Microphone for voice as input

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Field Technician: Computing & Peripherals

Notes for Facilitation

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Field Technician: Computing & Peripherals

Module 2: Engage with Customer

Productivity and Quality

Customer Interaction Prior to Visit

State the information required for customer interaction

What is customer or consumer?

What do you mean by customer interaction?

Does mode of customer interaction varies from company to company?

Notes for Facilitation

Field Technician: Computing & Peripherals

Notes for Facilitation

A customer purchases and pays for a product or service

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