NTISthis.com

Evidence Guide: MSFPT3016 - Provide advice to customers on piano tuning and repair

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

MSFPT3016 - Provide advice to customers on piano tuning and repair

What evidence can you provide to prove your understanding of each of the following citeria?

Plan for work

  1. Work health and safety (WHS) requirements, legislative requirements and workplace practices relevant to tuning and repairing pianos are verified and complied with
  2. Customer requirements regarding suitable time and date for appointment are received and confirmed with appropriate personnel
  3. Communication with others involved with the work is established and maintained to ensure efficient work flow, coordination, personnel cooperation and safety
  4. Written instructions are followed
Work health and safety (WHS) requirements, legislative requirements and workplace practices relevant to tuning and repairing pianos are verified and complied with

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirements regarding suitable time and date for appointment are received and confirmed with appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication with others involved with the work is established and maintained to ensure efficient work flow, coordination, personnel cooperation and safety

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Written instructions are followed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer requirements

  1. Questioning and active listening techniques are used to clarify customer requirements
  2. Feedback is provided to customer to ensure correct interpretation of requirements
Questioning and active listening techniques are used to clarify customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback is provided to customer to ensure correct interpretation of requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess piano for faults and relevant repairs

  1. Piano case parts are removed and stored safely away from the instrument
  2. Faults are identified and recorded according to workplace practices
  3. Appropriate repairs required to rectify faults are determined
  4. Piano case parts are re-assembled according to workplace practices
  5. Work area is cleared and waste removed
  6. Workplace documentation is completed
Piano case parts are removed and stored safely away from the instrument

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Faults are identified and recorded according to workplace practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate repairs required to rectify faults are determined

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Piano case parts are re-assembled according to workplace practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work area is cleared and waste removed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Workplace documentation is completed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess piano tuning requirements

  1. Frequency of tuning is determined, based on industry recommendations
  2. Customer is advised on environmental conditions which may affect tuning stability
Frequency of tuning is determined, based on industry recommendations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is advised on environmental conditions which may affect tuning stability

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer with recommendations

  1. Customer is advised both verbally and in writing of recommendations regarding tuning and repair of piano
  2. Customer is given options regarding priority of repairs so they can give an informed decision
  3. Options regarding materials used in repairs are explained to and discussed with the customer to facilitate customer understanding of available products and services
Customer is advised both verbally and in writing of recommendations regarding tuning and repair of piano

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is given options regarding priority of repairs so they can give an informed decision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Options regarding materials used in repairs are explained to and discussed with the customer to facilitate customer understanding of available products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present quotation to customer

  1. Quotation is prepared for the tuning and repair of piano, including all costs
  2. Customer is presented with quotation, which includes a breakdown of costs for all options for tuning and repair
  3. Benefits of each option are explained to the customer to facilitate informed decision making
  4. Customer commitment to agreed repairs and tuning is gained in accordance with workplace practices
  5. Customer is informed of rights and obligations regarding product or service
Quotation is prepared for the tuning and repair of piano, including all costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is presented with quotation, which includes a breakdown of costs for all options for tuning and repair

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Benefits of each option are explained to the customer to facilitate informed decision making

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer commitment to agreed repairs and tuning is gained in accordance with workplace practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is informed of rights and obligations regarding product or service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise process

  1. Documentation is completed and submitted to appropriate personnel following workplace practices
  2. Contact is maintained with customer throughout the tuning and repair process
Documentation is completed and submitted to appropriate personnel following workplace practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact is maintained with customer throughout the tuning and repair process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Plan for work

1.1

Work health and safety (WHS) requirements, legislative requirements and workplace practices relevant to tuning and repairing pianos are verified and complied with

1.2

Customer requirements regarding suitable time and date for appointment are received and confirmed with appropriate personnel

1.3

Communication with others involved with the work is established and maintained to ensure efficient work flow, coordination, personnel cooperation and safety

1.4

Written instructions are followed

2

Identify customer requirements

2.1

Questioning and active listening techniques are used to clarify customer requirements

2.2

Feedback is provided to customer to ensure correct interpretation of requirements

3

Assess piano for faults and relevant repairs

3.1

Piano case parts are removed and stored safely away from the instrument

3.2

Faults are identified and recorded according to workplace practices

3.3

Appropriate repairs required to rectify faults are determined

3.4

Piano case parts are re-assembled according to workplace practices

3.5

Work area is cleared and waste removed

3.6

Workplace documentation is completed

4

Assess piano tuning requirements

4.1

Frequency of tuning is determined, based on industry recommendations

4.2

Customer is advised on environmental conditions which may affect tuning stability

5

Provide customer with recommendations

5.1

Customer is advised both verbally and in writing of recommendations regarding tuning and repair of piano

5.2

Customer is given options regarding priority of repairs so they can give an informed decision

5.3

Options regarding materials used in repairs are explained to and discussed with the customer to facilitate customer understanding of available products and services

6

Present quotation to customer

6.1

Quotation is prepared for the tuning and repair of piano, including all costs

6.2

Customer is presented with quotation, which includes a breakdown of costs for all options for tuning and repair

6.3

Benefits of each option are explained to the customer to facilitate informed decision making

6.4

Customer commitment to agreed repairs and tuning is gained in accordance with workplace practices

6.5

Customer is informed of rights and obligations regarding product or service

7

Finalise process

7.1

Documentation is completed and submitted to appropriate personnel following workplace practices

7.2

Contact is maintained with customer throughout the tuning and repair process

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Plan for work

1.1

Work health and safety (WHS) requirements, legislative requirements and workplace practices relevant to tuning and repairing pianos are verified and complied with

1.2

Customer requirements regarding suitable time and date for appointment are received and confirmed with appropriate personnel

1.3

Communication with others involved with the work is established and maintained to ensure efficient work flow, coordination, personnel cooperation and safety

1.4

Written instructions are followed

2

Identify customer requirements

2.1

Questioning and active listening techniques are used to clarify customer requirements

2.2

Feedback is provided to customer to ensure correct interpretation of requirements

3

Assess piano for faults and relevant repairs

3.1

Piano case parts are removed and stored safely away from the instrument

3.2

Faults are identified and recorded according to workplace practices

3.3

Appropriate repairs required to rectify faults are determined

3.4

Piano case parts are re-assembled according to workplace practices

3.5

Work area is cleared and waste removed

3.6

Workplace documentation is completed

4

Assess piano tuning requirements

4.1

Frequency of tuning is determined, based on industry recommendations

4.2

Customer is advised on environmental conditions which may affect tuning stability

5

Provide customer with recommendations

5.1

Customer is advised both verbally and in writing of recommendations regarding tuning and repair of piano

5.2

Customer is given options regarding priority of repairs so they can give an informed decision

5.3

Options regarding materials used in repairs are explained to and discussed with the customer to facilitate customer understanding of available products and services

6

Present quotation to customer

6.1

Quotation is prepared for the tuning and repair of piano, including all costs

6.2

Customer is presented with quotation, which includes a breakdown of costs for all options for tuning and repair

6.3

Benefits of each option are explained to the customer to facilitate informed decision making

6.4

Customer commitment to agreed repairs and tuning is gained in accordance with workplace practices

6.5

Customer is informed of rights and obligations regarding product or service

7

Finalise process

7.1

Documentation is completed and submitted to appropriate personnel following workplace practices

7.2

Contact is maintained with customer throughout the tuning and repair process

Interpret work order and locate and apply relevant information

Apply safe handling requirements for equipment, products and materials, including use of personal protective equipment

Identify materials used in the work process

Follow work instructions, operating procedures and inspection processes to:

minimise the risk of injury to self or others

prevent damage to goods, equipment and products

maintain required production output and product quality

Conduct meetings with customer to determine piano requirements and assess and report on customer satisfaction

Analyse sales and product development data to complete workplace documentation

Advise customers and prepare a quotation on at least three (3) occasions involving tuning, repair and rebuilding options for an upright and a grand piano

Use mathematical ideas and techniques to correctly complete measurements, calculate area and estimate material requirements

Communicate ideas and information to enable confirmation of work requirements and specifications and the reporting of work outcomes and problems, interpret basic plans and follow safety procedures

Avoid backtracking, work flow interruptions or wastage

Work with others and in a team by recognising dependencies and using cooperative approaches to optimise work flow and productivity

State or territory WHS legislation, regulations, standards and codes of practice relevant to providing advice to customers on piano tuning and repair

Organisational and site standards, requirements, policies and procedures for providing advice to customers

Options available to customers for tuning and repairing pianos

Types, characteristics, uses, limitations and preparation of materials and equipment used in piano repair and manufacture

Relevant problem identification and resolution

Strategies for planning and monitoring activities

Consultation methods, techniques and protocols

Terms used to describe components of pianos

Terms used to describe the processes involved in tuning and repair

Procedures for the recording, reporting and maintenance of workplace records and information

Mathematical techniques for estimation and measurement of materials

Range Statement

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.

Unit context includes:

WHS requirements, including legislation, building codes, material safety management systems, hazardous and dangerous goods codes, and local safe operating procedures or equivalent

work is carried out in accordance with legislative obligations, environmental legislation, relevant health regulations, manual handling procedures and organisation insurance requirements

work requires individuals to demonstrate some discretion, judgement and problem solving

Active listening includes:

maintaining eye contact

asking questions to clarify meaning

Feedback includes:

verbal or written response

Faults include:

worn, loose or broken action parts or keyboards

worn or broken pedal systems

tuning instability

cracks or delamination of bridges, ribs and soundboards

case faults

Frequency of piano tuning varies according to:

condition and age of piano

amount of use of the piano

quality of the piano

internal and external humidity changes

Environmental conditions include:

piano position in home or other location

air conditioning and heating

seasonal temperature and humidity changes

Quotations include:

progressive listing of repair points in an orderly format

all costs

statement of warranty terms

statement of payment terms, including deposit

estimation of the time the instrument will be out of service

Costs include:

material used in repair

labour

travel expenses (if applicable)

shipping of parts or piano

Personal protective equipment includes:

that prescribed under legislation, regulations and enterprise policies and practices

Information and procedures include:

workplace procedures relating to the use of tools and equipment

work instructions, including job sheets, cutting lists, plans, drawings and designs

workplace procedures relating to reporting and communication

manufacturer specifications and operational procedures