Elements and Performance Criteria

Automotive parts
This may include automotive parts, components and accessories specific to vehicle type or are for general use by industry. They will generally be for older, rare or specialised vehicles
Customers
This includes both external and internal customers who may be technically qualified to describe parts, or technical novices requiring detailed support. Regardless, customers are made feel welcome, valued and, at end of the process, satisfied
Vehicle/unit identity options
An examination of a sample of required part or customer vehicle may be necessary to clarify situation
Solution is not necessarily apparent where hybrid vehicles/units are concerned and a range of options may need to be identified and pursued

Legislative requirements
This includes State/Territory legislation related to OH&S and Australian Design Rules
Communications
Communications with customer/user may be face-to-face, by telephone or by other electronic means
Recording of information
Information provided by customer may need to be used when customer is no longer present and therefore an accurate record of information needs to be completed, retained and recovered when needed

Hard copies of catalogues, databases and access to internet

Parts information
This may include manufacturer/component supplier specifications and technical documentation, enterprise procedures and documentation, enterprise or industry comparative specifications, diagrams, sketches, verbal descriptions and physical and visual evidence
This may range from an accurate catalogue number or reference to a generalised description of purpose by a customer who has little technical knowledge or expertise
Information gathering techniques
Customer may require active assistance and questioning to fully describe requirement in terms of vehicle/unit model, date of manufacture, purpose and appearance of the part and other tracking information
Customer may be seeking an inappropriate solution to a technical problem and if sufficient doubt exists, may require referral to a service provider
Parts cataloguing systems
These systems may be hard copy (book-fast, loose-leaf) micro-fiche/micro-film, stand-alone computer or networked/on-line computer-supported services
Depending on age of required part, any or all of above systems may need to be accessed
Catalogue system aids and user guides
These may include written instructions within the system, guides in the form of diagrams, flow-charts and process schematics, menus and prompts and one to three dimensional system/component diagrams, models and graphics
Provider/supplier information
Provider/supplier information is not always required, but should be sought or accessed where incorrect identification of parts may result in legal liability, customer dissatisfaction and/or alienation

Critical aspects of evidence

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 and/or other sources to enable a confirmed identification of vehicle or unit the part is intended
identifying and locating parts catalogue systems associated with required vehicle/unit
using parts catalogues and equivalent documentation, both hard copy and electronic, to trace and identify specific brand parts
using parts catalogues and equivalent documentation, both hard copy and electronic medium, to trace and identify general or optional parts/products

Underpinning knowledge
General knowledge of current and historic automotive terminology
General knowledge of main automotive systems and assemblies and their functions
General knowledge of historic background to the parts system
General knowledge of range of manual and computerised parts catalogue systems in common usage throughout industry
Detailed knowledge of the parts catalogue systems, both brand specific and general options, used by enterprise
General knowledge of legal issues associated with supply and use of non-conforming parts/components/accessories
Broad knowledge of OH&S in relation to customer safety and ergonomics of computer workstations

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes that are 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 technical literacy and interpretive skills sufficient to access keywords and phrases and to interpret schematics and technical drawings
(Level 2)

Communicate ideas and information

Communicate ideas and information to:

Questioning and active listening skills, for example when eliciting information on product and end use issues
Plain English literacy and communication skills in relation to dealing with customer and providers/suppliers
(Level 2)

Plan and organise activities
Plan and organise activities when planning a logical approach to identify part/product
(Level 1)

Work with others and in a team
Work with others and in a team by seeking assistance from team members
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to estimate quantities if part/product is to be ordered
(Level 1)

Solve problems
Establish diagnostic processes including problem-solving and analytical skills for a range of unpredictable circumstances, for example, clarifying a general need and researching through parts catalogue systems to correctly identify part or technically acceptable options. This may involve recognition of pathways addressing country of origin, historic or period-based terminology/language variations
(Level 2)

Use technology
Use workplace technology related to computing skills in relation to accessing and interpretation of computer-based parts catalogue systems
(Level 2)

Resource implications

The following are required:

a workplace or simulated workplace
customers and requests for parts information
parts cataloguing systems (both computerised and manual)
a qualified workplace assessor

Method of assessment
Consistency in performance
It is preferable assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Customers, team leaders/members or other appropriate persons, subject to agreed authentication arrangements, may provide evidence of performance

Context of assessment
Assessment is to cover both manual and computer-aided/ based parts catalogue systems
Assessment of this unit must be completed on the job or in a simulated work environment reflecting a range of parts identification requirements in terms of available information, customer types and complexity of parts tracking. Assessment must cover both specified brand and general parts and is to occur in an environment where competing demands of a number of customers are evident
Interdependent assessment of units
An integrated competence assessment approach is required to ensure holistic assessment occurs for inter-related units of competence. This unit should be assessed in conjunction with other units within context of the candidate's job role or function