Elements and Performance Criteria

Workplace procedures may include
instructions from colleagues/supervisor/manager
specific customer requirements
assignment instructions
equipment manufacturers' requirements
reporting and documentation requirements
personal protective equipment requirements.

Risk factors may include
disturbances to workflow
loss of confidence
cost blow-out
supplier problems
product/service delivery problems
time delays.

Procedures may include
organisational
enterprise specific
customer service.

Relevant persons may include
team leaders
supervisors
managers
colleagues
customers.

Resources may include
hand and power tools
company time
finances
services
colleagues
other company staff.

Manuals and technical publications may include
service manual
service bulletins
environmental regulations
quality manual
Australian Standards
manufacturers' specifications
employee handbook
training manual.

Organisational requirements may be located in quality assurance and/or procedures manuals relating to
legal and organisational policy/guidelines
personnel practices and guidelines outlining work roles, responsibilities and delegations
legislation relevant to the service operation
OHS policies, procedures and programs
documentation and information systems and processes
use of electronic job scheduling and communication devices.

Records/documentation may include
job cards
certificate of inspection (or equivalent)
maintenance recording system
goods received summary
stock transfer book
warranty claim forms
time sheets.

Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit of competency in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Methods of completing documentation.
Implications of incorrect distribution of completed documentation.
Purpose of indexes and tables of content in manuals and Australian Standards.
Understanding why resources are used in conjunction with specifications and procedures.
The meaning of 'optimising the use of resources'.
The basic principles of quality concepts, including quality control methods and quality problem identification.
Understanding the organisation's policies, plans and procedures.
Processes to interpret and give feedback.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These relate to the ability to:

work to achieve a quality outcome
access regulatory information
solve problems associated with the use of resources

apply literacy and language skills to:

complete documentation accurately and legibly
complete basic reports and memos
accurately interpret regulatory information.

Other units of competency that could be assessed with this unit
This unit could be assessed on its own or in combination with other competencies relevant to the job function, for example PRMPFES22B Oversee operations to meet safety and quality standards.

Resources required to assess this unit

The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to:

an actual or a simulated workplace environment
assessment documentation
relevant documentation, manuals and resources
training and assessment record book.

Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations, which may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Assessment of competency may be made through observation of practical activities carried out in the work environment.
Oral questioning/written assessment involving hypothetical situations (scenarios) may also be used to assess competence. (In assessment situations where the candidate is offered a preference between oral questioning and written assessment, questions are to be identical.) Evidence of underpinning knowledge is best obtained by oral questioning or a written assessment.
Supplementary evidence may be obtained from relevant authenticated written correspondence from supervisors or team leaders.
Information derived from enterprise policy and practices must be treated as commercial-in-confidence.
Performance and assessment of this unit must be carried out within the relevant requirements of the following legislative and industry framework:
building Acts/regulations/codes
Australian Standards identified as relevant to the required maintenance procedure
environmental regulations
manufacturers' specifications
organisational requirements, including OHS policies and procedures
OHS legislation, codes and regulations.

Communicating ideas and information
Gather and collect and analyse information about the work environment and work practices to assist to measure performance. (2)

Collecting analysing and organising information
Discuss with members of the workgroup methods to improve work practices and make effective use of resources. (1)

Planning and organising activities
Organise work tasks to maximise resources and workplace efficiency. (2)

Working with others and in teams
Contribute to efficient completion of work tasks. (2)

Using mathematical ideas and techniques
Measure workplace effectiveness. (1)

Solving problems
Measure effectiveness and propose solutions where inefficiencies exist. (2)

Using technology
Manage workplace efficiencies. (2)