Elements and Performance Criteria

Quality procedures may be contained in worksite quality system documentation, work instructions, safe work procedures, product specifications, equipment maintenance schedules, technical procedures and adopted or specifically prepared standards
Performance indicators are to account for issues of time, quantity, quality and cost factors and may include establishing time targets for own work, identifying reasonable criteria for evaluating own work outcomes, identifying measures to avoid wastage, identifying reasonable criteria to judge internal and/or external customer satisfaction and identifying processes to ensure a 'right first time' approach
Quality problems may include misdiagnosed faults, jobs requiring rework, jobs which do not meet customer requirements and repairs which do not fix the problem within the allocated timeframe

Legislative requirements includes State/Territory legislation related to OH&S and Australian Design Rules
Communications may be verbal, written or by telephone or other means
Documents of information are completed and may be stored manually, electronically or by other means

Vehicle manufacturer practices, enterprise operating procedures, supplier directories, parts catalogues, customer orders and industry/workplace codes of practice, material safety data sheets and HAZCHEM, computer software manuals, bookkeeping procedures, taxation laws and regulations

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

communicating effectively with others involved in or affected by the work
identifying quality system procedures and needs
identifying performance indicators
conducting final quality checks on completed work orders
reporting on the quality of processes and work outcomes
monitoring and adjusting performance indicators to meet changing circumstances
processing and implementing recommendations for change

Underpinning knowledge
General knowledge of quality systems and application techniques in a work environment
General knowledge of typical loss and damage control systems
General knowledge of work planning and organisation processes
Working knowledge of OH&S regulations/requirements, equipment, material and personal safety requirements at the worksite
Working knowledge of enterprise quality systems and procedures
Working knowledge of worksite information management systems

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes 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
Research and interpretive skills to locate, interpret and apply quality audit policies and procedures
Investigative and analytical skills required for identification and analysis of quality breaches, incidents or risks, and identification of quality related training needs
(Level 2)

Communicate ideas and information
English literacy and communication skills in relation to dealing with customers and team members on worksite quality audit issues
Questioning and active listening skills, for example when obtaining information of worksite operational and quality issues
Written communication skills sufficient to prepare reports, document investigations and maintain worksite quality documents
(Level 2)

Plan and organise activities
Plan and organise activities for leadership skills required in organising, implementing and promoting worksite quality systems and measures
(Level 2)

Work with others and in a team
Work with others and in a team by seeking advice and assistance from team members
(Level 2)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to document quantities and enterprise sampling procedures
(Level 2)

Solve problems
Establish diagnostic processes which analyse problems and recommend solutions
(Level 2)

Use technology
Use the workplace technology related to document and analyse quality problems
(Level 2)

Context of, and specific resources for assessment
This unit may be assessed in conjunction with units which form part of the normal job role
Assessment of this unit must be completed on the job or in a simulated work environment which reflects a range of quality processes and procedures

Method of assessment
It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover the varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other persons subject to agreed authentication arrangements

Specific resource requirements for this unit

The following should be made available:

a workplace or simulated workplace
situations requiring worksite quality systems maintenance
worksite quality policies and procedures
worksite quality documents system
personnel
materials, tooling and equipment
a qualified workplace assessor