Start with the work
Group support cases by the work involved. Look at repair conditions, the information available and the steps that are proving difficult. A pattern becomes more useful when connected to a specific task and technician role.
Keep alternative explanations open
A missing procedure, an unclear instruction or an unavailable tool can look like a skill problem. Investigate these possibilities alongside capability. Operational signals may indicate a skill gap, but they do not establish an individual’s competence.
Ask for relevant evidence
Define a practical activity around the capability in question. An observable checklist gives assessors a consistent way to capture evidence against the requirement. Use that evidence to decide whether development, technical support or a process change is appropriate.