AUTOMOTIVE INDUSTRY RETAIL, SERVICE & REPAIR - part 7

Automotive Industry RS&R

AURCR20900A Contribute to quality work outcomes

©Australian National Training Authority

AUR99 Version 4.00 Review by 30 June 2004

AURCR20900A

Contribute to quality work outcomes

Unit descriptor

This unit covers the competency for individual involvement in the achievement of quality
work outcomes and environmental compliance throughout Aftermarket work activities.

Element Performance

Criteria

Plan and prepare for quality
work outcomes

1.1 Relevant quality procedures are identified

from site/enterprise and team quality
requirements.

1.2 Performance indicators for individual work are

identified and agreed with the appropriate
persons.

1.3 Work plans and processes which facilitate the

achievement of quality work outcomes are
adopted.

Comply with environmental
requirements

2.1

Environmental requirements for the work are
interpreted and considered as a factor in work
planning/preparation.

2.2

Environmental monitoring and control
procedures are implemented during the work
processes.

2.3 Environmental

incidents and potential

problems are identified and responded to or
referred to others in accordance with site
requirements.

Achieve and maintain quality
work outcomes

3.1

Responsibility for monitoring quality of
outputs is accepted and changes implemented
by the individual, as necessary, in accordance
with site procedures.

3.2

Performance indicators are monitored,
adjusted and agreed to meet changing
circumstances and satisfied.

3.3

Loss and damage incidents are minimised by
monitoring work processes, reporting incidents
and applying local risk control processes.

3.4

Procedural improvements and/or
recommendations are communicated to the
relevant people.

Range of Variables

Quality procedures
May be contained in site quality system documentation, work instructions, safe work
procedures, product specifications, equipment maintenance schedules, technical procedures
and adopted or specifically prepared standards.

AURCR20900A Contribute to Quality Work Outcomes

Automotive Industry RS&R

AUR99 Version 4.00 Review by 30 June 2004

©Australian National Training Authority

Sources of information/documents
Vehicle manufacturer/component supplier specifications, enterprise operating procedures,
supplier directories, parts catalogues, customer orders and industry/workplace codes of
practice, material safety data sheets (MSDS) and hazchem.

Legislative requirements
This includes state and territory legislation related to OH&S and Australia Design Rules.

Performance indicators
Are to account for issues of time, quantity, quality and cost factors and may include
establishing time targets for own work, identifying reasonable criteria for evaluating own
work outcomes, identifying measures to avoid wastage, identifying reasonable criteria to
judge internal and/or external customer satisfaction and identifying processes to ensure a
‘right first time’ approach.

Environmental requirements
Are those established under law and by the enterprise and coverage may include dust, water
quality, waste water management, chemicals handling, noise/vibration, fuel/oil handling and
disposal, waste management and rehabilitation.

Environmental control measures
May include chemical management, dust suppression, water treatment, waste water processes,
application of materials, compliance with noise/vibration standards and application of waste
disposal procedures.

Environmental reports and records
May include complaints register and incidental reporting procedures.

Resources
May include stationery, forms, business documents, job cards, internal memoranda, file notes.

Loss and damage incidents
May include personal injury, loss and damage of plant, equipment and material.

Communications
Communications may be verbal, written, by telephone or by other means.

Evidence Guide

Critical aspects
It is essential that competence in this unit signifies the ability to transfer the competency to
changing circumstances and to respond to unusual circumstances in the critical aspects of:
•  communicating effectively with others in associated areas
•  identifying quality procedures and needs
•  identifying individual performance indicators
•  monitoring and adjusting performance indicators to meet changing circumstances
•  satisfying performance indicators
•  applying environmental control systems
•  processing recommendations for change.

Automotive Industry RS&R

AURCR20900A Contribute to quality work outcomes

©Australian National Training Authority

AUR99 Version 4.00 Review by 30 June 2004

Interdependent assessment of units
This unit may be assessed in conjunction with other common or technical units which form
part of a work role.

Underpinning knowledge
•  General knowledge of quality systems in a workplace.
•  General knowledge of typical loss and damage control systems.
•  General knowledge of environmental legislative framework and environmental licence

provisions.

• General knowledge of work planning processes.
• Working knowledge of OH&S requirements, equipment, material and personal safety

requirements processes at the worksite.

•  Working knowledge of enterprise quality systems and processes.
•  Working knowledge of site environmental procedures and key constraints.
•  Working knowledge of site environment control measures.

Underpinning skills
•  Research and interpretative skills to locate, interpret and apply relevant operational quality

and environmental information.

• Questioning and active listening skills, for example when obtaining information of quality

and environmental working practices.

• Plain English literacy and communication skills in relation to dealing with others involved

in the work.

• Technical literacy and communication skills sufficient to interpret and apply common

industry terminology, and interpret symbols used for quality and environmental signage.

• Basic problem solving skills to assess quality and environmental issues.

Consistency in performance
It is preferable that assessment reflects a process rather than an event and that it occurs over a
period of time to cover the varying work process circumstances. Evidence of performance
may be provided by customers, team leaders/members or other appropriate persons subject to
agreed authentication arrangements.

Context for assessment
Assessment of this unit must be completed on-the-job or in a realistically simulated work
environment which reflects a range of quality processes and procedures.

Resource implications
The following are required:
•

a workplace or simulated workplace

•

realistic situations requiring quality and environmental working practices

•

site or equivalent instructions on quality and environmental working practices

•

hazardous chemicals information (and/or dangerous goods if applicable)

•

appropriate material, tools and equipment.

AURCR20900A Contribute to Quality Work Outcomes

Automotive Industry RS&R

AUR99 Version 4.00 Review by 30 June 2004

©Australian National Training Authority

Key Competencies and Application to Standards

Level

2 3

Collecting, analysing and organising
information

•

Communicating ideas and information

•

Planning and organising activities

•

Working with others in teams

•

Using mathematical ideas and techniques

•

Solving problems

•

Using technology

•

Automotive Industry RS&R

AURCR20051A Work effectively with others

©Australian National Training Authority

AUR99 Version 4.00 Review by 30 June 2004

AURCR20051A Work

effectively with others

Unit descriptor

This unit covers the competency to organise self, to perform tasks, to behave responsibly and
to work effectively as a member of a work group or team.

Element Performance

Criteria

Contribute to the
determination of appropriate
work roles

1.1

Work roles for each group or team member are
identified based on information and
instructions about objectives, performance
requirements and procedures.

1.2

Contributions are made to assist in the
determination of the appropriate roles and
responsibilities for the successful completion
of work activities.

Contribute to the planning of
activities

2.1

Suggestions and information are provided as
appropriate to contribute to the planning of
work activities and associated procedures.

Organise and accept
responsibility for own
workload

3.1

Priorities and deadlines are established in
consultation with others (as appropriate) and
documented.

3.2

Work activities are planned and progress of
work is communicated to others whose
personal work plans and timelines may be
affected.

3.3

Work is completed to the standard expected in
the workplace and in accordance with any
guidelines, directions and instructions.

3.4

Variations and difficulties affecting work
requirements are identified through regular
reviews and action is taken to report these
issues to appropriate personnel.

3.5

Additional support to improve work is
communicated clearly to appropriate
personnel.

Maintain enterprise dress and
grooming standards

4.1

Enterprise and/or industry dress standards and
requirements are maintained.

4.2

Enterprise and/or industry grooming standards
are maintained.

Work with others

5.1 Forms of communication appropriate to the

work activities are used.

5.2 Assistance in the completion of the activities is

requested where appropriate.

5.3 Support is provided to colleagues to ensure

designated team goals are achieved.

AURCR20051A Work Effectively with Others

AUR99 Version 4.00 Review by 30 June 2004

©Australian National Training Authority

Element Performance

Criteria

Work with others (continued)

5.4 Contributions to the achievement of a required

outcome are made.

5.5 Work is undertaken in accordance with

specified procedures on an individual and
shared basis as appropriate.

5.6 Problems are discussed and resolved where

possible through agreed and accepted
processes.

5.7 Suggestions for improvements to process are

made and discussed within the team.

Participate in identifying and
meeting own development
needs

6.1 The competencies for the workplace are

identified.

6.2 Organisational structure, career paths and

development opportunities appropriate to the
workplace are identified.

6.3 Steps are taken, in consultation with

appropriate personnel, to identify own learning
needs through assessment and planning for
future work requirements.

6.4 Appropriate

opportunities

to learn and develop

required competencies are undertaken
including establishing networks and working
relationships with others.

Work effectively and
responsibly

7.1 Notification of shift/work availability or

non-attendance for shift/work is given without
undue delay and according to enterprise
policies and procedures.

7.2 Staff rosters are interpreted accurately.
7.3 Non-discriminatory attitudes are displayed

when interacting with customers, staff and
management.

7.4 Non-discriminatory language is used

consistently.

7.5 Relevant awards/enterprise agreements are

identified and interpreted accurately.

Range of Variables

Enterprise
Enterprises may vary in size, type and location, in the range of work activities conducted,
hours of operation and in the number and type of staff.

Sources of information
These may include enterprise policies and procedures relating to organisational structure,
work roles and responsibilities, career paths, work standards, dress and grooming standards,
work objectives and performance requirements.

Automotive Industry RS&R

AURCR20051A Work effectively with others

AUR99 Version 4.00 Review by 30 June 2004

Legislative requirements
This may include legislation or regulations in relation to OH&S, equal opportunity, anti-
discrimination, consumer law, trade practices and fair trading and industrial relations.

This may also include industry codes of practice.

Awards/Agreements
These may include relevant State and Federal industry awards and enterprise or workplace
agreements.

Customers
Customers may be regular or new, internal or external, and may include people from a range
of social, cultural or ethnic backgrounds and physical and mental abilities.

Staff
Staff may be full-time, part-time or casual and vary in terms of staff training and in staffing
levels, eg. staff shortages. Staff may be operating in routine or busy trading and may include
people from a range of social, cultural or ethnic backgrounds and physical and mental
abilities.

Staff may work in teams or groups of varying size and structure.

Communication
Communication may include face to face, telephone, written or electronic means.

Activities
Activities may include normal or routine work requirements or additional/non-routine work
requirements.

Evidence Guide

organising and accepting responsibility for own workload

•

following the designated work plan for the job

•

contributing to collective planning, cooperative work and effective outcomes

•

cooperating with others to complete work-oriented activities

•

participating in identifying and meeting own development needs

•

consistently applying enterprise and/or industry standards of dress and grooming

•

consistently and responsibly applying enterprise policies and procedures in regard to
workplace ethics, including interpretation of staff rosters, notification of availability
for work and allocated duties/job description

•

consistently applying enterprise policies and procedures and legislative requirements
in regard to non-discriminatory language and attitudes

•

knowing own rights and responsibilities in regard to awards/enterprise agreements.

Interdependent assessment of units
This unit may be assessed in conjunction with other units that form part of the job role or
function.

AURCR20051A Work Effectively with Others

AUR99 Version 4.00 Review by 30 June 2004

Underpinning knowledge

•

General knowledge of enterprise work procedures.

•

General knowledge of group dynamics and the impact of working effectively with
others on individual and group performance.

•

General knowledge of enterprise work systems, equipment, management and facility
operating systems.

•

Operational knowledge of enterprise policies and procedures and legislative
requirements in regard to:
–

workplace ethics

–

work availability or non-attendance

–

staff rosters

–

dress and grooming

–

discriminatory behaviour

–

harassment

–

equal opportunity

–

staff counselling and disciplinary procedures.

•

Operational knowledge of relevant industry awards or enterprise/workplace
agreements.

•

Underpinning Skills

Plain English literacy and communication skills in relation to

reading and understanding workplace documents.

•

Basic analytical, problem solving, negotiation and conflict management skills in
relation to working with others.

Consistency in performance
It is preferable that assessment reflect a process rather than an event and that it occurs over a
period of time to cover the varying circumstances. Evidence of performance may be provided
by clients, team leaders/members or other appropriate persons subject to agreed authentication
arrangements.

Context for assessment
The elements of competency contain both knowledge and practical components. The
knowledge components may be assessed off the job. The practical components should be
assessed on the job or in a realistically simulated work environment.

Evidence is best gathered using the products, processes and procedures of the individual
workplace context as the means by which the candidate achieves industry competencies.

Resource implications
The following are required:
•

a workplace or simulated workplace

•

relevant documentation, such as enterprise or sample policies and procedures manuals
related to ethics, employee and employer rights and responsibilities, dress and
grooming, discrimination, job descriptions and organisation charts

•

relevant legislation such as equal employment opportunity, equal opportunity and
anti-discrimination

•

enterprise or sample awards and/or enterprise/workplace agreements

•

a qualified workplace assessor.

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