Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

MSFPT3016 Mapping and Delivery Guide
Provide advice to customers on piano tuning and repair

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MSFPT3016 - Provide advice to customers on piano tuning and repair
Description
Employability Skills
Learning Outcomes and Application This unit of competency covers providing advice to customers regarding the repair and tuning of pianos, including identifying any faults and repairs required, and calculating all costs.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessors must:

hold training and assessment competencies as determined by the National Skills Standards Council (NSSC) or its successors

have vocational competency in the furnishing industry at least to the level being assessed with broad industry knowledge and experience, usually combined with a relevant industry qualification

be familiar with the current skills and knowledge used and have relevant, current experience in the furnishing industry.

Assessment methods must confirm consistency of performance over time rather than a single assessment event and in a range of workplace relevant contexts.

Assessment must be by observation of relevant tasks with questioning on underpinning knowledge and, where applicable, multimedia evidence, supervisor’s reports, projects and work samples.

Assessment is to be conducted on single units of competency or in conjunction with other related units of competency. Foundation skills are integral to competent performance in the unit and should not be assessed separately.

Assessment must occur on the job or in a workplace simulated facility with relevant process, equipment, materials, work instructions and deadlines.

Access is required relevant workplace documentation required to provide advice to customers on piano tuning and repair.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Plan for work
  • Work health and safety (WHS) requirements, legislative requirements and workplace practices relevant to tuning and repairing pianos are verified and complied with
  • Customer requirements regarding suitable time and date for appointment are received and confirmed with appropriate personnel
  • Communication with others involved with the work is established and maintained to ensure efficient work flow, coordination, personnel cooperation and safety
  • Written instructions are followed
       
Element: Identify customer requirements
  • Questioning and active listening techniques are used to clarify customer requirements
  • Feedback is provided to customer to ensure correct interpretation of requirements
       
Element: Assess piano for faults and relevant repairs
  • Piano case parts are removed and stored safely away from the instrument
  • Faults are identified and recorded according to workplace practices
  • Appropriate repairs required to rectify faults are determined
  • Piano case parts are re-assembled according to workplace practices
  • Work area is cleared and waste removed
  • Workplace documentation is completed
       
Element: Assess piano tuning requirements
  • Frequency of tuning is determined, based on industry recommendations
  • Customer is advised on environmental conditions which may affect tuning stability
       
Element: Provide customer with recommendations
  • Customer is advised both verbally and in writing of recommendations regarding tuning and repair of piano
  • Customer is given options regarding priority of repairs so they can give an informed decision
  • Options regarding materials used in repairs are explained to and discussed with the customer to facilitate customer understanding of available products and services
       
Element: Present quotation to customer
  • Quotation is prepared for the tuning and repair of piano, including all costs
  • Customer is presented with quotation, which includes a breakdown of costs for all options for tuning and repair
  • Benefits of each option are explained to the customer to facilitate informed decision making
  • Customer commitment to agreed repairs and tuning is gained in accordance with workplace practices
  • Customer is informed of rights and obligations regarding product or service
       
Element: Finalise process
  • Documentation is completed and submitted to appropriate personnel following workplace practices
  • Contact is maintained with customer throughout the tuning and repair process
       


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.

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

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

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

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

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
Work health and safety (WHS) requirements, legislative requirements and workplace practices relevant to tuning and repairing pianos are verified and complied with 
Customer requirements regarding suitable time and date for appointment are received and confirmed with appropriate personnel 
Communication with others involved with the work is established and maintained to ensure efficient work flow, coordination, personnel cooperation and safety 
Written instructions are followed 
Questioning and active listening techniques are used to clarify customer requirements 
Feedback is provided to customer to ensure correct interpretation of requirements 
Piano case parts are removed and stored safely away from the instrument 
Faults are identified and recorded according to workplace practices 
Appropriate repairs required to rectify faults are determined 
Piano case parts are re-assembled according to workplace practices 
Work area is cleared and waste removed 
Workplace documentation is completed 
Frequency of tuning is determined, based on industry recommendations 
Customer is advised on environmental conditions which may affect tuning stability 
Customer is advised both verbally and in writing of recommendations regarding tuning and repair of piano 
Customer is given options regarding priority of repairs so they can give an informed decision 
Options regarding materials used in repairs are explained to and discussed with the customer to facilitate customer understanding of available products and services 
Quotation is prepared for the tuning and repair of piano, including all costs 
Customer is presented with quotation, which includes a breakdown of costs for all options for tuning and repair 
Benefits of each option are explained to the customer to facilitate informed decision making 
Customer commitment to agreed repairs and tuning is gained in accordance with workplace practices 
Customer is informed of rights and obligations regarding product or service 
Documentation is completed and submitted to appropriate personnel following workplace practices 
Contact is maintained with customer throughout the tuning and repair process 

Forms

Assessment Cover Sheet

MSFPT3016 - Provide advice to customers on piano tuning and repair
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

MSFPT3016 - Provide advice to customers on piano tuning and repair

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: