Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Plan for work

1.1

Work health and safety (WHS) requirements, legislative requirements and workplace practices relevant to tuning and repairing pianos are verified and complied with

1.2

Customer requirements regarding suitable time and date for appointment are received and confirmed with appropriate personnel

1.3

Communication with others involved with the work is established and maintained to ensure efficient work flow, coordination, personnel cooperation and safety

1.4

Written instructions are followed

2

Identify customer requirements

2.1

Questioning and active listening techniques are used to clarify customer requirements

2.2

Feedback is provided to customer to ensure correct interpretation of requirements

3

Assess piano for faults and relevant repairs

3.1

Piano case parts are removed and stored safely away from the instrument

3.2

Faults are identified and recorded according to workplace practices

3.3

Appropriate repairs required to rectify faults are determined

3.4

Piano case parts are re-assembled according to workplace practices

3.5

Work area is cleared and waste removed

3.6

Workplace documentation is completed

4

Assess piano tuning requirements

4.1

Frequency of tuning is determined, based on industry recommendations

4.2

Customer is advised on environmental conditions which may affect tuning stability

5

Provide customer with recommendations

5.1

Customer is advised both verbally and in writing of recommendations regarding tuning and repair of piano

5.2

Customer is given options regarding priority of repairs so they can give an informed decision

5.3

Options regarding materials used in repairs are explained to and discussed with the customer to facilitate customer understanding of available products and services

6

Present quotation to customer

6.1

Quotation is prepared for the tuning and repair of piano, including all costs

6.2

Customer is presented with quotation, which includes a breakdown of costs for all options for tuning and repair

6.3

Benefits of each option are explained to the customer to facilitate informed decision making

6.4

Customer commitment to agreed repairs and tuning is gained in accordance with workplace practices

6.5

Customer is informed of rights and obligations regarding product or service

7

Finalise process

7.1

Documentation is completed and submitted to appropriate personnel following workplace practices

7.2

Contact is maintained with customer throughout the tuning and repair process

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.

Unit context includes: 

• WHS requirements, including legislation, building codes, material safety management systems, hazardous and dangerous goods codes, and local safe operating procedures or equivalent
• work is carried out in accordance with legislative obligations, environmental legislation, relevant health regulations, manual handling procedures and organisation insurance requirements
• work requires individuals to demonstrate some discretion, judgement and problem solving

Active listening includes: 

• maintaining eye contact
• asking questions to clarify meaning

Feedback includes: 

• verbal or written response

Faults include: 

• worn, loose or broken action parts or keyboards
• worn or broken pedal systems
• tuning instability
• cracks or delamination of bridges, ribs and soundboards
• case faults

Frequency of piano tuning varies according to: 

• condition and age of piano
• amount of use of the piano
• quality of the piano
• internal and external humidity changes

Environmental conditions include: 

• piano position in home or other location
• air conditioning and heating
• seasonal temperature and humidity changes

Quotations include: 

• progressive listing of repair points in an orderly format
• all costs
• statement of warranty terms
• statement of payment terms, including deposit
• estimation of the time the instrument will be out of service

Costs include: 

• material used in repair
• labour
• travel expenses (if applicable)
• shipping of parts or piano

Personal protective equipment includes: 

• that prescribed under legislation, regulations and enterprise policies and practices

Information and procedures include: 

• workplace procedures relating to the use of tools and equipment
• work instructions, including job sheets, cutting lists, plans, drawings and designs
• workplace procedures relating to reporting and communication
• manufacturer specifications and operational procedures