Manage complex customer issues in an automotive workplace

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver AURAMA005, 'Manage complex customer issues in an automotive workplace'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage complex customer issues in an automotive workplace' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria


Elements describe the essential outcomes.

Performance Criteria

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section.

1. Examine the nature of the issue

1.1 Customer issue and associated feelings and opinions are identified

1.2 Facts relating to the issue are determined using appropriate communication skills

1.3 Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted

1.4 Further information is researched as required to confirm or clarify issue

1.5 Rights and responsibilities of customer and workplace are determined and communicated to customer

2. Resolve or escalate the issue

2.1 Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified

2.2 Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures

2.3 Information required to assist customer in evaluating service and product options that best meet customer needs is provided

2.4 Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures

2.5 Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

3. Document issue and outcome

3.1 Record issue, outcome and customer feedback according to workplace procedures

3.2 Report agreed outcome to appropriate person according to workplace procedures