COURSE OUTLINE AND TIMEFRAME

UNIT OF COMPETENCY : APPLY PROBLEM SOLVING TECHNIQUES IN THE WORKPLACE
UNIT CODE : 500311117
UNIT DESCRIPTOR : This competency covers the knowledge, skills and attitudes required to apply the process of problem solving and other problems beyond those associated directly with the process unit. It includes the application of structured processes and improvement tools. This competency is typically performed by an experienced technician, team leader or supervisor.

ELEMENT PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
1. Analyze the problem 1.1. Issues/concerns are evaluated based on data gathered
1.2. Possible causes of problem are identified within the area of responsibility as based on experience and the use of problem solving tools/analytical techniques
1.3 Possible cause statements are developed based on findings
2. Identify possible solutions 2.1 All possible options are considered for resolution of the problem in accordance with safety and operating procedures
2.2 Strengths and weaknesses of possible options are considered
2.3 Corrective action is determined to resolve the problem and its possible future causes
3. Recommend solution to higher management 3.1 Report/communication or documentation are prepared
3.2 Recommendations are presented to appropriate personnel
3.3 Recommendations are followed-up, if required
4. Implement solution 4.1 Measurable objectives are identified
4.2 Resource needs are identified
4.3 Timelines are identified in accordance with plan
5. Evaluate/Monitor results and outcome 5.1. Processes and improvements are identified based on evaluative assessment of problem
5.2. Recommendations are prepared and submitted to superiors.



RANGE OF VARIABLES

VARIABLE RANGE
1. Area of responsibility Variables may include but are limited to:
1.1. Work environment
1.2. Problem solution processes
1.3. Preventative maintenance and diagnostic policy
1.4. Roles and technical responsibilities

2. Occupational health and safety 2.1. As per company, statutory and vendor requirements. Ergonomic and environmental factors must be considered during the demonstration of this competency.

3. Communication 3.1. Variables may include but are not limited to:
3.2. Written communication can involve both hand written and printed material, internal memos, electronic mail, briefing notes and bulletin boards.

4. Documentation 4.1. Audit trails
4.2. Naming standards
4.3. Version control





















EVIDENCE GUIDE

1. Critical Aspects of Competency Assessment requires evidence that the candidate:
1.1. Analyzed the problem
1.2. Identified possible solutions
1.3. Implemented solutions
1.4. Recommended solutions to higher management
1.5. Outcome evaluated/monitored
Evidence of satisfactory performance in this unit can be obtained by observation of performance and questioning to indicate knowledge and understanding of the elements of the competency and performance criteria.
2. Underpinning Knowledge 2.1. Broad understanding of systems, organizational systems and functions
2.2. Broad knowledge of help desk and maintenance practices
2.3. Current industry accepted hardware and software products with broad and detailed knowledge of its general features and capabilities
2.4. Broad knowledge of the operating system
2.5. Broad knowledge of the client business domain
2.6. Broad knowledge based incorporating current industry practices related to escalation procedures
2.7. Broad knowledge based of diagnostic tools
2.8. General principles of OHS
2.9. Divisional/unit responsibilities

3. Underpinning Skills 3.1. Decision making within a limited range of options.
3.2. Communication is clear, precise and varies according to the type of audience
3.3. Teamwork in reference to personal responsibility
3.4. Time management as applied to self-management.
3.5. Analytical skills in relation to routine malfunctions.
3.6. General customer service skills displayed.
3.7. Questioning and active listening is employed to clarify general information




4. Resource Implications 4.1. Assessment will require access to an operating plant over an extended period of time, or a suitable method of gathering evidence of operating ability over a range of situations. A bank of scenarios/case studies/what ifs will be required as well as bank of questions which will be used to probe the reasoning behind the observable actions.
5. Methods of Assessment Competency may be assessed:
5.1. Through direct observation of application to tasks and questions related to underpinning knowledge
5.2. Under general guidance, checking various stages of operation and at the completion of the activity against performance criteria and specifications

6. Context of Assessment 6.1. Competency may be assessed in the work place or in a simulated work place setting
6.2. Assessment shall be carried out through TESDA’s Accredited Assessment Centers/Venues while tasks are undertaken either individually or as part of a team under limited supervision

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