Apply basic automotive troubleshooting processes
Contents
1. cooling systems e electrical systems braking systems e exhaust systems 2 2 Basic troubleshooting techniques are applied to identify the likely cause of the fault or problem 2 3 Advice is sought from the enterprise Learning experiences for the HSC must address Automotive Curriculum Framework September 2007 AURC252103A Apply basic automotive troubleshooting processes 31 Element Performance Criteria Range Statement HSC Requirements and Advice product system specialist Awareness of a range of specialist areas in the automotive industry including e fuel injection e engine management e auto electrical e automatic transmission e air conditioning e brakes e steering and suspension Knowledge of the scope of responsibility and allocated duties and areas of expertise of other staff in the workplace organisation 2 4 Customer is advised of the likely cause and possible solutions to the fault or problem Unit scope e advice offered to the customer is to conform with statutory and organisationally imposed limitations and liability requirements 2 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 Learning experiences for the HSC must address Effective responses to a range of enquiries and requests Preparati2. Training Package Automotive Industry Retail Service and Repair AUROS Unit title Apply basic automotive troubleshooting processes HSC Requirements and Advice Unit code AURC252103A Unit descriptor This unit covers the competence to conduct troubleshooting functions required to identify common automotive faults or problems based on evidence provided by customers HSC Indicative Hours 20 Evidence Guide The evidence guide identifies critical aspects knowledge and skills to be demonstrated to confirm competence for this unit This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement HSC Requirements and Advice Critical aspects of evidence Underpinning knowledge 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 e General knowledge of the range of enterprise merchandise and services location of departments sections and telephone extensions of departments secti
3. HSC Requirements and Advice 1 Identify nature of the fault or problem 1 1 Customer is made to feel welcome and valued The Range Statement provides advice to interpret the scope and context of this unit of competence allowing for differences between enterprises and workplaces It relates to the unit as a whole and facilitates holistic assessment The following variables may be present for this particular unit Unit scope customers may be regular or new and may have routine or special requests They may include persons 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 e 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 e enterprises may vary in size type and location and in the range of merchandise products and services provided Learning experiences for the HSC must address An awareness of the type of knowledge employees should be familiar with including e product merchandise and service range e location and primary role of departments sections e telephone extensions of departments sections key personnel and their role NB This u
4. Level 3 relates to design development and evaluation of conditions or process How will the candidate apply the following key competency in this unit The candidate will need to Collect analyse and organise information Collect organise and understand information related to technical literacy and interpretive skills to Level 1 interpret and discern facts related to a customer enquiry Communicate ideas and information Questioning and active listening skills e g when obtaining factual information from customers Plain Level 1 English literacy and communication skills in relation to dealing with customers Plan and organise activities Collect organise and understand information related basic automotive troubleshooting Level 1 Work with others and in a team Work with others and in a team by seeing and conveying information related to the planning Level sequencing and completion of the task Use mathematical ideas and techniques Use mathematical ideas and techniques to count and measure Level 1 Solve problems Establish diagnostic processes which include analytical skills to determine the possible causes of the Level 1 fault or problem Use technology Use the workplace technology related to basic automotive troubleshooting Level 1 Automotive Curriculum Framework September 2007 AURC252103A Apply basic automotive troubleshooting processes 27 Element Performance Criteria Range Statement
5. ce including e promoting goodwill e client loyalty repeat business e new business e productivity e credibility e promoting workplace organisation service ethic An awareness of factors customers expect in good service including e individualised attention e price e quality e product knowledge e appropriate presentation e polite and courteous service e efficiency e consistency Establishing good customer service including knowledge of workplace organisation policies e using language that is targeted to the specific customer e presenting a friendly and courteous manner e using positive gestures and body language e ensuring prompt response to enquiry request e adopting a solutions oriented approach e following up to maximise customer satisfaction Automotive Curriculum Framework September 2007 AURC252103A Apply basic automotive troubleshooting processes 29 Element Performance Criteria Range Statement HSC Requirements and Advice 1 2 Questioning techniques are applied to determine nature of the customer enquiry Learning experiences for the HSC must address Effective verbal communication including e appropriate language e aclear voice e audible volume e a courteous tone e active listening e asking questions or rephrasing to clarify or confirm understanding Effective questioning techniques including open questions e closed questions e reflective questio
6. ifications enterprise operating procedures industry workplace codes of practice and customer enquiries requests Unit context e legislative requirements include State Territory legislation related to OH amp S and consumer law may also include industry codes of practice e visual inspection e performance analysis testing manual electronic audible test road test test drive e use of diagnostic charts e use of specialist equipment data and scan tools onboard computer diagnostics An awareness of paper based and electronic means for recording customer details and their requests enquiries The importance of recording information that is e clear e legible e accurate e concise e appropriate in terms of industry terminology and abbreviations 2 Apply basic troubleshooting processes 2 1 Automotive system component relating to the fault or problem is identified Unit scope e automotive systems components may include engine systems transmissions drive trains steering and suspension systems fuel systems cooling systems electrical systems braking systems exhaust systems Learning experiences for the HSC must address Identification and understanding of the general features purpose maintenance and operational knowledge of a range of automotive systems components including e engine systems e transmissions and drive trains e steering and suspension systems e fuel systems
7. nit of competency requires students to develop knowledge in relation to a range of merchandise and services offered by at least one workplace organisation Ideally this could be undertaken during work placement with students reporting their findings and experience to the class on their return This will ensure students are made aware of a range of automotive environments and the differences in practices between workplaces organisations Types of customers including new or repeat regular individual or business organisation external and internal customers with routine or special needs requests people from a range of social cultural or ethnic backgrounds people with disabilities A knowledge of workplace organisation policy and procedures in relation to establishing contact with customers industry code of practice in relation to quality customer service Customer contact including face to face telephone electronic means written Automotive Curriculum Framework September 2007 AURC252103A Apply basic automotive troubleshooting processes 28 Element Performance Criteria Range Statement HSC Requirements and Advice A knowledge of e different methods of approaching a customer greeting merchandise service e timing of approaches opening techniques Awareness of the importance of effective positive and efficient customer service Benefits of good customer servi
8. ns Effective communication techniques in relation to listening including e active listening e barriers to effective listening Verbal questioning including e face to face e over the telephone 1 3 Available information relating to the fault or problem is gathered documented and confirmed with customer Unit scope e 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 Information e enterprise policies and procedures equipment and product manufacturer Learning experiences for the HSC must address An understanding of vehicle systems and an awareness of the common faults or problems associated with e starting ignition e fuel e electrical e engine mechanical e steering e suspension cooling e braking Knowledge of basic troubleshooting methods including e use of customer complaint information Automotive Curriculum Framework September 2007 AURC252103A Apply basic automotive troubleshooting processes 30 Element Performance Criteria Range Statement HSC Requirements and Advice component supplier spec
9. on of quotations estimates of repairs Learning experiences for the HSC must address Knowledge of the product s and service s provided in other areas sections departments of the workplace organisation Automotive Curriculum Framework September 2007 AURC252103A Apply basic automotive troubleshooting processes 32
10. ons General operational knowledge of industry workplace codes of practice in relation to customer service General operational knowledge of the 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 General operational knowledge of basic troubleshooting techniques processes Key Terms and Concepts automotive system component basic troubleshooting techniques processes causes of common faults problems codes of practice customer contact customer expectations customer service customer types departments sections diagnostic charts key personnel merchandise and services methods of approaching a customer performance analysis testing questioning listening and observation skills quotations estimates of repairs specialist areas vehicle systems verbal communication visual inspection Automotive Curriculum Framework September 2007 AURC252103A Apply basic automotive troubleshooting processes 25 Evidence Guide cont d HSC Requirements and Advice Context of assessment Method of assessment Specific resource requirements for this unit The elements of competence contain both knowledge and practical components The knowledge components may be assessed off the job The practical components should be asse
11. ssed on the job or in a simulated work environment covering a range of customer types This unit may be assessed in conjunction with other units that form part of the job role or function 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 The following should be made available e a workplace or simulated workplace e enterprise or equivalent policy and procedures relating to customer service e arange of customers with enquiries Automotive Curriculum Framework September 2007 AURC252103A Apply basic automotive troubleshooting processes 26 Specific key competencies underpinning and employability skills required to achieve the performance criteria These include a number of processes learned throughout work and life which are required in most jobs Some of these are covered by the national key competencies although others may be added The details below highlight how these competencies are applied in the attainment of this unit Application of the key competencies in this unit are to satisfy the nominated level in which Level 1 relates to working effectively within set conditions and processes Level 2 relates to management or facilitation of conditions or processes and
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