This unit applies to the skills and knowledge required to assess a piano for the tuning requirements and identify any faults and repairs before providing advice to customers. The unit applies in a workplace and on-site environment and may be conducted in small to large enterprises.

Nil

ELEMENT

PERFORMANCE CRITERIA

1. Plan for work

1.1. OHS 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 workflow, co-ordination, personnel co-operation and safety throughout the application of this competency.

1.4. Written instructions are followed.

1.5. OHS practices are adhered to throughout the work

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 reassembled 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 knowledge

State or Territory OHS legislation, regulations, standards and codes of practice relevant to repairing. rebuilding and tuning pianos

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

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

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Identify products and materials used in piano tuning, repair and rebuilding

Conducting meetings with customer to determine piano requirements

Assessing and reporting on customer satisfaction

Analysing sales and product development data

Completing workplace documentation

Advise customer on at least three occasions involving tuning, repair and rebuilding options for an upright and grand piano

Communicate and work with others in the work area

Context of and specific resources for assessment

Assessment may occur on the job or in a simulated workplace environment in accordance with work practices and safety requirements

Assessment is to occur under standard work practices, and to comply with legislative and regulatory requirements.

The following resources should be made available:

hand and power tools used in the repair and manufacture of pianos

materials used in the repair and manufacture of pianos

safety and personal protective equipment

holding and supporting equipment

workplace location or simulated workplace

Method of assessment

Assessment must confirm consistency (over time and in a range of workplace relevant contexts) in application of skills and knowledge when:

organising work

completing tasks according to instructions

working systematically with attention to detail

identifying improvements and avoiding damage

using workplace practices

using OHS practices

assessing operational readiness of tools and equipment

recognising and adapting to cultural differences in the workplace, including modes of behaviour and interactions

Assessment must include a variety of project or work activities that allow the candidate to demonstrate competency in the unit

Assessment should be by direct observation of tasks and include questioning on required knowledge and skills to ensure correct interpretation and application.

Assessment should be conducted over time and may be in conjunction with assessment of other units of competency

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.

Legislative/regulatory requirements

All work must comply with relevant Federal and State or Territory legislative or regulatory requirements.

OHS requirements may include:

Relevant Federal, State or Territory OHS legislation, regulations, standards and codes of practice, and workplace policies and procedures, including the use of personal protection equipment, hazard and risk control and manual handling.

Legislative requirements may include:

Relevant Federal, State or Territory legislation, including award and enterprise agreements, industrial relations, Australian Standards, confidentiality and privacy, the environment, equal opportunity, anti-discrimination, industry codes of practice.

Workplace practices may include:

Site guidelines, policies and procedures relating to own role, quality assurance, procedural manuals, tool manufacturer's recommendations, ethical standards, recording and reporting, equipment use, maintenance and storage, environmental management (waste disposal, recycling, re-use).

OHS practices may include:

Hazard identification and control, risk assessment and implementation of risk reduction measures specific to the tasks described by this unit, and may relate to:

manual handling techniques

standard operating procedures

personal protective equipment

safe materials handling

taking of rest breaks

ergonomic arrangement of workplaces

following marked walkways

safe storage of equipment

housekeeping

reporting accidents and incidents

environmental practices

Active listening may include:

maintaining eye contact, asking questions to clarify meaning

Feedback may include:

verbal or written response

Faults may 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

Workplace documentation may include:

Time sheets, customer cards, work orders, including job sheets, cutting lists, plans, drawings and designs, tool maintenance records and schedules

Frequency of piano tuning may vary according to:

condition and age of piano

amount of use of the piano

quality of the piano

internal and external humidity changes

Environmental conditions may include:

piano position in home or other location

air conditioning and heating

seasonal temperature and humidity changes

Quotation may 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 may include:

material used in repair

labour

travel expenses (if applicable)

shipping of parts or piano

Unit sector

Piano Technology

This unit contains employability skills.