Elements and Performance Criteria

Enterprise may vary in size, type and location, in the range of work activities conducted, hours of operation and the number and type of staff
Problems may relate to normal work activities within the responsibility of the individual or workgroup, to additional or non-standard work activities or may be caused by internal or external changes in work conditions or the environment
Staff may be full-time, part-time or casual and vary in terms of training and staffing levels, e.g. staff shortages. Staff may be operating in routine or busy trading and may include persons from a range of social, cultural or ethnic backgrounds and physical and mental abilities
Staff may work in teams or groups of varying size and structure

This unit provides a process to apply when addressing a problem and has application throughout the automotive industry

Equipment or product manufacturer/component supplier specifications, enterprise operating procedures, enterprise policies and procedures, customer requirements, repair quotations, legislation and regulations, award provisions, industry/workplace codes of practice, enterprise documentation

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:

identifying indicators of problems or potential problems
gathering and evaluating information relating to the problem
devising and implementing solutions
assisting others to identify problems or potential problems
assisting others to devise and implement solutions
communicating effectively with others involved in or affected by the work

Underpinning knowledge
General knowledge of enterprise policies and work procedures in relation to problem identification and problem solving
General knowledge of problem identification, evaluation and reporting procedures

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
Collect, organise and understand information related to collating information to define problems
(Level 1)

Communicate ideas and information
Communicate ideas and information to include plain English literacy skills in relation to reading and understanding workplace documents
(Level 1)

Plan and organise activities
Plan and organise activities for a plan of action developed to solve problems
(Level 1)

Work with others and in a team
Work with others and in a team by using basic communication and teamwork skills to assist others to solve problems
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to include costs calculated/estimated for solution options
(Level 1)

Solve problems
Establish diagnostic processes that use basic analytical and problem-solving skills in relation to identifying, evaluating and resolving work-related problems
(Level 1)

Use technology
Use workplace technology to report on effectiveness
(Level 1)

Context of, and specific resources for assessment
This unit may be assessed in conjunction with other units that form part of the job role or function
Elements of competence contain both knowledge and practical components. The knowledge components may be assessed off the job. The practical components should be assessed on the job or in a simulated work environment
Evidence is best gathered using the products, processes and procedures of the individual workplace context as the means by which the candidate achieves industry competencies

Method of assessment
It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover 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
documentation, such as enterprise or sample policies and procedure manuals related to work procedures and problem solving
problems for resolution
access to a work team
a qualified workplace assessor