Elements and Performance Criteria

Automotive part/product
This may include automotive parts, components and accessories specific to vehicle type or are for use by industry, and refinishing and treatment products
Customers
This includes both external and internal customers who may be technically qualified to describe parts/products, or technical novices requiring detailed support. Regardless, customers are made feel welcome, valued and, at end of the process, satisfied
Part/product information
This may include manufacturer/component supplier specifications and technical documentation, enterprise procedures and documentation, enterprise or industry specifications, diagrams, sketches, verbal descriptions and physical and visual evidence
Information gathering techniques
Customer may require active assistance and questioning to fully describe requirement in terms of common vehicle/unit model, date of manufacture, purpose and appearance of product and other tracking information
Recording of information
Information provided by customer may need to be used when customer is no longer present and therefore an accurate record of information needs to be completed, retained and recovered when needed
Parts/products cataloguing systems
These systems may be hard-copy (book-fast, loose-leaf), stand-alone computer or networked/on-line computer-supported services
Provider/supplier information
Provider/supplier information is not always required, but should be sought or accessed where incorrect identification of the part/product may result in legal liability, customer dissatisfaction and/or alienation

Work requires individuals to demonstrate some judgement and problem-solving skills in managing own work activities and contributing to a productive team environment
Work is carried out in accordance with award provisions

OH&S is to be in accordance with legislation/regulations/ codes of practice and enterprise safety policies and procedures. This may include protective clothing and equipment, use of tooling and equipment, workplace environment and safety, handling of material, use of fire-fighting equipment, enterprise first-aid, hazard control and hazardous materials and substances
Personal protective equipment is to include that prescribed under legislation/regulation/codes of practice and workplace policies and practices
Safe operating procedures are to include, but are not limited to conduct of operational risk assessment and treatments associated with customer safety and working in proximity to others and site visitors
Emergency procedures related to this unit are to include, but are not limited to enterprise first aid requirements and site evacuation

Environmental requirements are to include, but are not limited to pollution and clean-up management

Quality requirements are to include, but are not limited to regulations, including Australian Standards, enterprise quality policy, standards, operations and procedures

Statutory/regulatory authorities may include Federal, State/Territory and local authorities administering acts, regulations and codes of practice

Communications are to include, but are not limited to verbal and visual instructions and may include site-specific instructions, telephones and pagers

Information sources may include, but are not limited to verbal or written and graphical instructions, signage, product specifications, catalogues, equipment manuals, databases, internet, material safety data sheets and graphical instructions
Safe work procedures related to site and customer safety
Regulatory/legislative requirements pertaining to commercial and retail operations and facilities
Organisational work specifications and requirements
Instructions issued by authorised enterprise or external persons
Australian Standards

Information sources may include, but are not limited to verbal or written and graphical instructions, signage, product specifications, catalogues, equipment manuals, databases, internet, material safety data sheets and graphical instructions
Safe work procedures related to site and customer safety
Regulatory/legislative requirements pertaining to commercial and retail operations and facilities
Organisational work specifications and requirements
Instructions issued by authorised enterprise or external persons
Australian Standards

Critical aspects of evidence

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:

eliciting sufficient information from the customer and/or other sources to enable a confirmed identification of vehicle or unit the part/product intended
accessing the parts/products catalogue systems associated with required vehicle/unit
using both manual and computer-based parts/products catalogues and equivalent documentation to trace and identify common specific brand parts/products
communicating effectively with others involved in or affected by the work

Relationship to other units
Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role

Underpinning knowledge

A working knowledge of:

OH&S in relation to customer safety and ergonomics of computer workstations
common automotive terminology
the main automotive systems and assemblies and their functions
the parts/product catalogue systems, both brand-specific and general options, used by enterprise
the legal issues associated with the supply and use of non-conforming parts/components/accessories
enterprise quality processes
work organisation and planning processes

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes that are learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information
Apply research and interpretive skills sufficient to locate, interpret and apply manufacturer/component supplier procedures, workplace policies and procedures
Apply analytical skills required for identification and analysis of technical information
(Level 1)

Communicate ideas and information
Apply plain English literacy and communication skills in relation to dealing with customer and team members
Apply questioning and active listening skills, for example when obtaining information from customers
Apply oral communication skills sufficient to convey information and concepts to customers
(Level 1)

Plan and organise activities
Apply planning and organising skills to own work activities, including making good use of time and resources, sorting out priorities and monitoring own performance
(Level 1)

Work with others and in a team
Interact effectively with other persons, including product specialists, both on a one-to-one basis and in groups, including understanding and responding to the needs of a customer and working effectively as a member of a team to achieve a shared goal
(Level 1)

Solve problems
Establish safe and effective work processes which anticipate and/or resolve problems, to systematically develop solutions to avoid or minimise reworking and to avoid wasting customer time
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to correctly calculate material requirements, estimate and calculate costs and establish quality checks
(Level 1)

Use technology
Use workplace technology related to customer services, including use of measuring equipment, computerised technology, use of communication devices and reporting/ documenting of results
(Level 1)

Context of assessment
Application of competence is to be assessed in the workplace or simulated worksite
Assessment is to occur using standard and authorised work practices, safety requirements and environmental constraints
Assessment is to comply with regulatory requirements, including Australian Standards

Method of assessment
Assessment methods must confirm consistency and accuracy of performance together with application of underpinning knowledge
Assessment must be by direct observation of tasks, with questioning on underpinning knowledge and it must also reinforce the integration of key competencies
Assessment may be applied under project related conditions (real or simulated) and require evidence of process
Assessment must confirm a reasonable inference that competence is able not only to be satisfied under the particular circumstance, but is able to be transferred to other circumstances
It is preferable assessment reflects a process rather than an event and occurs over a period of time to cover varying quality circumstances. Evidence of performance may be provided by customers, team leaders/members or other appropriate persons subject to agreed authentication arrangements

Specific resource requirements for this unit

The following resources should be made available:

workplace location or simulated workplace
information and material identifying and selecting automotive parts and products
equipment identifying and selecting automotive parts and products
activities covering task requirements
specifications and work instructions