Assessor Resource

AURC252103A
Apply basic automotive troubleshooting processes

Assessment tool

Version 1.0
Issue Date: April 2024


This unit of competency covers the competence to conduct troubleshooting functions required to identify common automotive faults or problems based on evidence provided by customers.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 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.

Context of and specific resources for assessment

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

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.

Guidance information for assessment

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

collect, organise and understand information related to technical literacy and interpretive skills to interpret and discern facts related to a customer enquiry

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

collect, organise and understand information related basic automotive troubleshooting

work with others and in a team by seeing and conveying information related to the planning, sequencing and completion of the task

use mathematical ideas and techniques to count and measure

establish diagnostic processes which include analytical skills to determine the possible causes of the fault or problem

use the workplace technology related to basic automotive troubleshooting

Required knowledge

General knowledge of:

the range of enterprise merchandise and services, location of departments/sections and telephone extensions of departments/sections

industry/workplace codes of practice in relation to customer service

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

basic troubleshooting techniques/processes

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Business types

Enterprises may vary in size, type and location and in the range of merchandise, products and services provided

Components

Automotive systems/components may include:

engine systems

transmissions/drive trains

steering and suspension systems

fuel systems

cooling systems

electrical systems

braking systems

exhaust systems

Common faults

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

Customers

Customers may:

be regular or new

have routine or special requests

be 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

Customer advice

Advice offered to the customer is to conform with statutory and organisationally imposed limitations and liability requirements

Staff

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

Legislative requirements may include:

state/territory legislation related to occupational health and safety (OHS) and consumer law

industry codes of practice

Information/documents

Information/documents may include:

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

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer is made to feel welcome and valued 
Questioning techniques are applied to determine nature of the customer enquiry 
Available information relating to the fault or problem is gathered, documented and confirmed with customer 
Automotive system/component relating to the fault or problem is identified 
Basic troubleshooting techniques are applied to identify the likely cause of the fault or problem 
Advice is sought from the enterprise product/system specialist 
Customer is advised of the likely cause and possible solutions to the fault or problem 
Customer is advised to seek specialist advice if the fault or problem cannot be determined from the available information or is beyond the capacity of the enterprise to rectify 

Forms

Assessment Cover Sheet

AURC252103A - Apply basic automotive troubleshooting processes
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AURC252103A - Apply basic automotive troubleshooting processes

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: