Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Procedures
All operations are performed in accordance with standard procedures and work instructions
Customers
Customers may be:
internal or external
Communications
Communications may include:
telephone
two way radio
computer equipment
face-to-face interaction
Plant documentation
Plant documentation may include:
organisational policies
standard operating procedures and work instructions
quality documentation
company business objectives and KPIs
OHS
All operations are subject to stringent OHS requirements and these must not be compromised at any time. Where there is an apparent conflict between performance criteria and OHS requirements, the OHS requirements take precedence

EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment
The unit will be assessed in as holistic a manner as is practical and may be integrated with the assessment of other relevant units of competency.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of satisfactory performance in this unit can be obtained by observation of performance and questioning to indicate understanding and knowledge of the elements of the competency and performance criteria. In particular, look to see that:
customer requirements are accurately assessed
customer requirements are completed within the necessary timelines
appropriate documenting of the customer request is undertaken
quality of customer service is evaluated
enterprise procedures for identifying and suggesting improvements are followed
customer complaints are effectively attended to.

Context of and specific resources for assessment
Assessment will require access to an operating plant over an extended period of time, or a suitable method of gathering evidence of operating ability over a range of situations.
Assessment will occur over a range of situations which will include disruptions to normal, smooth operation.
Simulation or case studies/scenarios may be required to allow for timely assessment of parts of this unit of competency. Simulation should be based on the actual plant and will include 'walk-throughs' of the relevant competency components. A bank of scenarios/case studies/what ifs and questions will be required to probe the reasoning behind observable actions.

Method of assessment
This unit may be assessed in conjunction with:
MSAPMSUP100B Apply workplace procedures
MSAPMSUP200AAchieve work outcomes.
Individual enterprises may choose to add prerequisites and co-requisites relevant to their processes.

Guidance information for assessment
Assessment processes and techniques must be culturally appropriate and appropriate to the language and literacy capacity of the candidate and the work being performed.