Required skills

Required skills include

apply research and interpretive skills sufficient to locate interpret and apply manufacturercomponent supplier procedures workplace policies and procedures

apply analytical skills required for identification and analysis of technical 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

apply planning and organising skills to own work activities including making good use of time and resources sorting out priorities and monitoring own performance

interact effectively with other persons including product specialists both on a onetoone 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

establish safe and effective work processes which anticipate andor resolve problems to systematically develop solutions to avoid or minimise reworking and to avoid wasting customer time

use mathematical ideas and techniques to correctly calculate material requirements estimate and calculate costs and establish quality checks

use workplace technology related to customer services including use of measuring equipment computerised technology use of communication devices and reporting documenting of results

Required knowledge

A working knowledge of

workplace health and safety WHS in relation to customer safety and ergonomics of computer workstations

common automotive terminology

the main automotive systems and assemblies and their functions

the partsproduct catalogue systems both brandspecific and general options used by enterprise

the legal issues associated with the supply and use of nonconforming partscomponentsaccessories

enterprise quality processes

work organisation and planning processes

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

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

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 andor other sources to enable a confirmed identification of vehicle or unit the partproduct intended

accessing the partsproducts catalogue systems associated with required vehicleunit

using both manual and computerbased partsproducts catalogues and equivalent documentation to trace and identify common specific brand partsproducts

communicating effectively with others involved in or affected by the work

Context of and specific resources for 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

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

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 leadersmembers or other appropriate persons subject to agreed authentication arrangements

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

Guidance information for assessment

Automotive part/product

Customers

Part/product information

Information gathering techniques

Recording of information

Parts/products cataloguing systems

Provider/supplier information

WHS requirements

Personal protective equipment

Safe operating procedures

Emergency procedures

Environmental requirements

Quality requirements

Legislative requirements

Communications

Information/documents