Elements and Performance Criteria

Unit scope
Automotive systems/components may include:
engine systems
transmissions/drive trains
steering and suspension systems
fuel systems
cooling systems
electrical systems
braking systems
exhaust systems
The types of common faults or problems on which advice is required may include basic troubleshooting related to:
failure to achieve ignition/power
failure to achieve fuel flow
failure of lighting systems/components
excessive exhaust smoke or noise
unusual engine noises or vibrations
excessive play or vibration through steering
loss of coolant
slow response or excessive pedal travel when braking
Advice offered to the customer is to conform with statutory and organisationally imposed limitations and liability requirements
Enterprises may vary in size, type and location and in the range of merchandise, products and services provided
Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and physical and intellectual abilities. Customers are made to feel welcome, valued and, at the end of the process, satisfied. Customer contact may be face-to-face, by telephone, by electronic means or in writing
Staff may be full-time, part-time or casual and vary in terms of training, product knowledge and in staffing levels, e.g. staff shortages. Staff may be operating in routine or busy trading conditions

Legislative requirements
include State/Territory legislation related to OH&S and consumer law
may also include industry codes of practice

Enterprise policies and procedures, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, industry/workplace codes of practice and customer enquiries/requests

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:

using questioning, listening and observation skills to determine the nature of customer enquiries
identifying automotive systems and components
consistently applying basic troubleshooting techniques to determine possible causes of faults or problems
communicating effectively with others involved in or affected by the work

Underpinning knowledge
General knowledge of the range of enterprise merchandise and services, location of departments/sections and telephone extensions of departments/sections
General operational knowledge of industry/workplace codes of practice in relation to customer service

General operational knowledge of the function of major components of common automotive:

engine systems
transmissions and drive trains
steering and suspension systems
fuel systems
cooling systems
electrical systems
braking systems
exhaust systems
General operational knowledge of basic troubleshooting techniques/processes

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 technical literacy and interpretive skills to interpret and discern facts related to a customer enquiry
(Level 1)

Communicate ideas and information
Questioning and active listening skills, e.g. when obtaining factual information from customers
Plain English literacy and communication skills in relation to dealing with customers
(Level 1)

Plan and organise activities
Collect, organise and understand information related basic automotive troubleshooting
(Level 1)

Work with others and in a team
Work with others and in a team by seeing and conveying information related to the planning, sequencing and completion of the task
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to count and measure
(Level 1)

Solve problems
Establish diagnostic processes which include analytical skills to determine the possible causes of the fault or problem
(Level 1)

Use technology
Use the workplace technology related to basic automotive troubleshooting
(Level 1)

Context of, and specific resources for assessment
The 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 covering a range of customer types
This unit may be assessed in conjunction with other units that form part of the job role or function

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
enterprise or equivalent policy and procedures relating to customer service
a range of customers with enquiries