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Evidence Guide: AURC252103A - Apply basic automotive troubleshooting processes

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

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AURC252103A - Apply basic automotive troubleshooting processes

What evidence can you provide to prove your understanding of each of the following citeria?

Identify nature of the fault or problem

  1. Customer is made to feel welcome and valued
  2. Questioning techniques are applied to determine nature of the customer enquiry
  3. Available information relating to the fault or problem is gathered, documented and confirmed with customer
Customer is made to feel welcome and valued

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Questioning techniques are applied to determine nature of the customer enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Available information relating to the fault or problem is gathered, documented and confirmed with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply basic troubleshooting processes

  1. Automotive system/component relating to the fault or problem is identified
  2. Basic troubleshooting techniques are applied to identify the likely cause of the fault or problem
  3. Advice is sought from the enterprise product/system specialist
  4. Customer is advised of the likely cause and possible solutions to the fault or problem
  5. 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
Automotive system/component relating to the fault or problem is identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Basic troubleshooting techniques are applied to identify the likely cause of the fault or problem

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advice is sought from the enterprise product/system specialist

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is advised of the likely cause and possible solutions to the fault or problem

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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

Range Statement

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