tlia2107c - despatch stock - learner guide

TLIA2107C

Despatch stock Learner Guide

TLIA2107C Despatch stock

Learner Guide

Contents

What this Learner’s Guide is about ........................................ 3

Planning your learning ........................................................... 4

How you will be assessed ...................................................... 7

Section 1............................................................................................. 9

Where are picked stock items located? ................................. 9

Section 2........................................................................................... 15

How are picked stock items checked? ................................. 15

Section 3........................................................................................... 22

Why is correct packing important? ....................................... 22

Section 4........................................................................................... 31

Where and how are packed stock items placed for despatch?31

Section 5........................................................................................... 41

How should despatch documentation be completed and used?............................................................................................. 41

Section 6........................................................................................... 51

What must be done when complaints are received? ........... 51

Additional resources....................................................................... 57

Feedback on activities .................................................................... 59


© Australian National Training Authority 2003 Page 3 Customised and Developed by Armstrong’s Driver Education P/L April 2009 ADELG1009

What this Learner’s Guide is about

This Learner’s Guide is about the knowledge and skills you require to effectively complete TLIA2107C Despatch stock. The activities are designed to give an opportunity to practise and demonstrate your skills and knowledge.

The Elements of Competency from the unit TLIA2107C Despatch stock covered in this Learner’s Guide are listed below.

Analyse order to identify work requirements

Follow workplace order picking process to prepare goods for despatch

Complete despatch following workplace procedures and schedules

This unit of competency is from the Transport and Logistics Training Package (TLI07).


Page 4 © Australian National Training Authority 2003 ADELG1009 Customised and Developed by Armstrong’s Driver Education P/L April 2009

Planning your learning

It is important to plan your learning before you start because you may already have some of the knowledge and skills that are covered in this Learner’s Guide. This might be because:

• you have been working in the industry for some time, and/or

• you have already completed training in this area.

Together with your supervisor or trainer use the checklists on the following pages to help you plan your study program. Your answers to the questions in the checklist will help you work out which sections of this Learner’s Guide you need to complete.

This Learner’s Guide is written with the idea that learning is made more relevant when you, the learner, are actually working in the industry. This means that you will have people within the enterprise who can show you things, discuss how things are done and answer any questions you have. Also you can practise what you learn and see how what you learn is applied in the enterprise.

If you are working through this Learner’s Guide and have not yet found a job in the industry, you will need to talk to your trainer about doing work experience or working and learning in some sort of simulated workplace.



Section 1: Where are picked stock items located?

Are you able to: Yes No

1. locate the required picked stock items for packing and despatching to a customer?

Section 2: How are picked stock items checked?


1. tell if picked stock items are those required for a customer order?

Section 3: Why is correct packing important?


1. describe the principles of efficiently packing stock items?

2. describe how packed stock items should be stored ready for despatch to a customer?

3. describe any special requirements for handling dangerous/hazardous goods?

Section 4: Where and how are packed stock items placed for despatch?


1. describe where packed stock items should be placed in warehouses, ready for despatch to customers?

2. describe how packed stock items can be placed in warehouses so that delivery costs are kept to a minimum?



Section 5: How should despatch documentation be completed and used?


1. describe what documentation needs to be completed so that packed stock items can be accurately despatched?

2. complete despatch documentation for delivery of packed stock items?

3. describe the effects of inaccurate despatch documentation?



How you will be assessed

Assessment of this Unit of Competency will include observation of real or simulated work processes using workplace procedures and questioning on underpinning knowledge and skills. It must be demonstrated in an actual or simulated work situation under supervision.

You will be required to:

• identify documents that control the despatch of packed stock items

• pack stock items for despatch

• stack stock items for despatch

• complete despatch documents.



Section 1

Where are picked stock items located?



Section outline

Areas covered in this section

Collection/packing/delivery bays

Sequence in the collection/packing/delivery bays



Where are picked stock items located?

Warehouses usually have a specific area for despatching picked stock items to customers. These areas are often called ‘packing bays’. The location of a picked set of stock items in this area will depend on the delivery sequence of the order, the urgency of the order, the type of picked items and the company policy on limiting despatch costs.



Activity 1: Where are the picked stock items kept before they are packed for despatch?

Obtain a copy of your warehouse floor plan. Show on the plan the locations where the picked stock items are kept ready for packing.

If your company does not have a warehouse floor plan, use the spaces below to write down where these areas are in your warehouse.

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The picked stock items may need to be placed in a certain sequence in the packing area. This is because they may need to be delivered in a special sequence or at various times. The picked items must be easily reached at the time of packing. Therefore, you should place picked stock items so that the first item to be packed is at the front of the packing area, and so on.



Activity 2: Do the picked stock items have special places in the packing area?

Discuss with your trainer and workmates whether picked stock items are to be placed in a special place or sequence in the packing areas.

Write in the spaces below what has to be decided so that the correct position can be used.

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Section 2

How are picked stock items checked?



Section outline


Checking picked stock items



How are picked stock items checked?

Stock items may have been previously picked from their storage locations by one or more of your workmates. You will need to check that the stock has been correctly picked, so that you do not continue with the customer order and pack the wrong goods.

If a customer receives the incorrect stock items, there will be extra costs for your company to get those items back, and then despatch the correct ones. A bad impression will also be given of your work and the service that your company provides. This will increase the chances of your company losing customers and, in extreme cases, employees might lose their jobs.



Activity 3: How do I check the picked stock against a customer order?

Look at the purchase order given below and compare it to the list of stock items that were picked.

Check this picked order, and if you find any errors, write the correct stock items in the table below the order.



Bloggs and Co. Stationers PURCHASE ORDER ‘Your Write With Us’ Bloggs and Co. The following number must appear on Accounts Dept. all related correspondence, shipping 4th Floor, Stamford Trading House papers, and invoices: 190 Canterbury Road Brighton TAS 7600 Reference Number: 509 356 Phone: (03) 6245 6999 TO: SHIP TO: Aust. Warehouse Co. Bloggs and Co. Accounts Dept. Unit 2 Aust. House Latrobe Training Estate Tottenham Road EAST BRIGHTON TAS 7610 FOOTSCRAY WEST VIC 3012

ORDER DATE ORDER NO. SHIP VIA TERMS

QUANTITY

PRODUCT

CODE

UNIT DESCRIPTION UNIT PRICE

($)

TOTAL ($)

8 P801258 PACKET Paper 80gsm White $6.87 $54.96

2 OHP5978 BOX Pens black OHP perm $2.20 $4.40

10 AB1385 1 Diary A4 week plan $5.50 $55.00

1 W98765 1 Wall year planner $10.12 $10.12

TOTAL $124.48

PICKED STOCK ITEMS QUANTI

TY PRODUC

T CODE

UNIT DESCRIPTION PRICE ($)

TOTAL ($)

8 P801258 Packet Paper 80GSM White 6.87 54.96

2 OHP5977 Box Pens Black OHP Non - Perm 2.20 4.40

10 AB1386 1 Diary A4 Month Planner 7.50 75.00

1 W98765 1 Wall Year Planner 10.12 10.12

CORRECTIONS QUANTI

TY PRODUC

T CODE

UNIT DESCRIPTION PRICE ($)

TOTAL ($)



There is feedback on this activity at the back of this Learner’s Guide.



Section 3

Why is correct packing important?



Section outline


Stacking principles

Secured parcels

Maximum friction

Appropriate protective wrapping (bubble wrap, cardboard, shrink wrap, polystyrene chips, etc)

Requirements for handling dangerous/hazardous goods

Load security



Why is correct packing important?

Stock items will need to be packed properly for customers to receive their goods in good condition. You will need to make sure that all stock items are packed securely and protected against damage during delivery. If you are not sure which packing methods you should use to guarantee that stock items are securely packed, you should ask for help. Staff working for delivery companies are usually keen to advise on the correct packing methods to be used.

If customers receive goods in a damaged or insecure condition, a bad impression of your work and your company will be given. This will damage the working relationship between customers and your company. Customers may then decide to place their orders with other warehousing companies.

Goods under the Dangerous Goods Act may have special handling and packing requirements. These could include:

• packers wear special personal protection equipment (PPE)

• isolation from other materials

• isolation from other team members

• avoiding flame, heat and spark when packing.



Activity 4: What equipment do I need to pack stock items correctly?

Look around your workplace, and tick on the list below those materials available for you to pack stock items:

You may need to discuss the range of packing materials with your workmates or trainer. Boxes ________ Brown paper ________ Shrink wrapping ________ Bubble wrap ________ Cardboard ________ Polystyrene filling ________ Heat sealing ________ Vacuum sealing ________ Crates ________ Adhesive tapes ________ Twine and other ties ________ Cotton waste and shredded paper ________ Timber baulking ________

List in the spaces below any other packing materials used in your warehouse.

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Your warehouse will use different packing methods or packing materials to make sure that stock items are properly packed. One of the worst things that can happen in the delivery process is that items are damaged because they were not protected properly by the correct type and amount of packing. You should also use packing labels and stickers to tell people if the stock is fragile or easily damaged. Place these stickers where they can be easily seen. Remember that the person delivering the stock may not know that it can be easily damaged.



Activity 5: How do I pack stock items correctly?

Look around your warehouse and write down an example for each of the correct packing principles given below.

You may need to discuss the usual packing processes for goods leaving your warehouse with your workmates or trainer.

Shrink wrapping is wrapped tightly around the stock items.

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An appropriate container is selected for the protection of the stock items.

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Space is filled inside the container so that items are prevented from moving during delivery.

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Appropriate padding is placed around items so that they do not become damaged during delivery.

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Appropriate types and quantities of strapping or taping are used to prevent the container from spilling its contents during delivery. Ties are tied as tight as the contents will allow.

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Items are separately wrapped, where appropriate, to prevent contact between items which may result in damage during delivery.

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These activities assume that items will have been packed as part of the Learner’s Guide Package goods or as part of training you have received on-the-job.



When the picked stock items have been properly packed, they will usually need to be placed in stacks waiting to be despatched to customers. You will be required to stack packed stock items so that they will not become damaged by other packages. You must also think about the safety of your workmates and yourself when stacking packed stock items, especially if there is a chance that packages may fall or block warehouse floor space.



Activity 6: How do I correctly stack packed stock items?

Look around your workplace and write down an example for each of the correct stacking principles given below.

You may need to discuss the process of stacking packed items with your workmates or trainer.

Items are placed in containers so that light or soft items are put and secured on top of heavier items.

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Items are stacked so that the centre of gravity for the entire load is as low as possible.

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Items are stacked so that there is maximum friction between each package so that they do not move.

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Items are stacked so that all descriptive labels can be clearly seen.

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Section 4

Where and how are packed stock items placed for despatch?



Section outline


Company policy on compiling orders to minimise delivery costs

Appropriate position in sequence of goods awaiting despatch

Multiple deliveries to the same customer in the same delivery period (reduction of delivery costs, company policy, transport coordination, customer requirements, part loads)



Where and how are packed stock items placed for despatch?

Placing packed stock items in the correct location and sequence is an important part of your daily work routine. Packed items will need to be placed in correct sequences for loading, despatch and unloading (at the delivery point). You must understand the requirements of your company and its policy on stacking packed goods waiting to be despatched.

The placement of packed items will depend on:

• the urgency of the order

• the delivery methods required

• the delivery address

• characteristics (types) of the packed items.

Some customers will need all their stock delivered at once, whilst others will not be able to handle deliveries in large quantities.



Activity 7: Where are packed stock items placed in your warehouse?

Obtain a copy of your warehouse floor plan. Show on the plan the locations where the packed stock items are placed for despatch.

If your company does not have a warehouse floor plan, use the spaces below to write down these areas in your warehouse.

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Packed items will also need to be stacked in the correct order for unstacking, so that the items to be delivered first can be removed from the delivery vehicle first, without the need to re-‐arrange the load. For example, you should not stack items so that the first item to be delivered is located at the bottom of a stack.



Activity 8: In which sequence do I place the packed stock items?

Discuss with your trainer the company policy for placing packed stock items in certain sequences ready for despatch.

Write details of the sequences in the spaces below.

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Activity 9: How do I stack stock items actually despatched from my warehouse?

Your trainer will select at least 5 packages of stock items for you to stack.

You are now required to correctly stack the packages in appropriate warehouse locations. Before starting this activity, you should work out if it will be safe for you to move and stack the packages by yourself. You must make sure that you follow OHS rules during this activity.

Ask your trainer to check the location and stability of the stack when you have finished placing the packages.



You may be able to improve your service to customers by understanding any special requirements that have been set up for delivery of packed stock items. Some companies will only be able to accept delivery of stock items at certain times, perhaps due to special refrigeration requirements. Others may only allow delivery to be accepted by certain members of staff, so a telephone call before delivery may be required. You will improve customer satisfaction if you despatch stock items, taking account of these special needs.



Activity 10: Which companies are the main customers for the stock items that you despatch?

Discuss with your trainer the delivery processes used by your warehouse for the stock items you despatch.

Make a list of the companies whose orders you are likely to complete most often. Record any special delivery requirements that they have.

Company Special requirements

e.g. Bloggs & Co. Frozen foods - afternoon delivery

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Section 5

How should despatch documentation be completed and used?



Section outline


Transportation instructions

Content description labels

Delivery label with full delivery address

Insurance documents

Invoices (if applicable)

Consignment notes and/or stickers

Checking contents of parcel documentation holder

Secure attachment of parcel documentation holder

Postage paid stickers

Postal record sheet



How should despatch documentation be completed and used?

Accurate completion of despatch documentation will enable packed stock items to have the best chance of reaching customers as soon as possible after leaving the warehouse.

You must make sure that all delivery documentation is complete and accurate. The most important piece of information in the set of despatch documents is the customer’s delivery address. You must provide all details of the address on the labels and paperwork.

You must also be sure of where the customer wants the goods to be delivered. The customer’s mailing address may not be the same as the delivery address. The customer will indicate on the order where they want the goods to be delivered.

In the following activities, reference is made to documents used by Australia Post. These are examples only; other delivery companies use documents that have similar functions. If your trainer chooses, you may complete the documents in this guide or those used in your warehouse.



Activity 11: What are the documents which control the despatch of packed stock items?

Your workmates and trainer will use documents to control the despatch of stock items. Discuss with them the way that these documents are completed and used.

You may also want to look at the section, ‘Additional Resources’ near the end of this Learner’s Guide for an explanation of some these documents.

Look around your workplace and tick on the list below the documents available for you to despatch packed stock items.

Despatch documentation: • parcel consignment notes ___________ • point to point/multi parcel labels ___________ • parcel lodgement record sheets ___________ • postal contract mailing statement ___________ • postal paid stickers ___________ • postal insurance documents ___________



When despatch documents are being filled in, all reference numbers on every document will need to be written accurately and clearly. The reference numbers should be the same on all related documents, so that packed stock items can be traced if necessary. For example, the same consignment number will appear in each consignment note sticker, which is then placed on every container of stock items delivered to a customer. This consignment number will then appear on the single multi-‐parcel address label used for despatch of these containers.



Activity 12: How do I complete despatch documentation?

Look at the customer order below. You will need to complete the despatch documentation according to the information contained in the order.

Each of the four items will be separately packaged and placed into one delivery container.

Bloggs and Co. Stationers PURCHASE ORDER ‘Your Write With Us’ Bloggs and Co. The following number must appear on Accounts Dept. all related correspondence, shipping 4th Floor, Stamford Trading House papers, and invoices: 190 Canterbury Road Brighton TAS 7600 Reference Number: 509 356 Phone: (03) 6245 6999 TO: SHIP TO: Aust. Warehouse Co. Bloggs and Co. Accounts Dept. Unit 2 Aust. House Latrobe Training Estate Tottenham Road EAST BRIGHTON TAS 7610 FOOTSCRAY WEST VIC 3012

ORDER DATE ORDER NO. SHIP VIA TERMS

QUANTITY

PRODUCT

CODE

UNIT DESCRIPTION UNIT PRICE

($)

TOTAL ($)

8 P801258 PACKET Paper 80gsm White $6.87 $54.96

2 OHP5978 BOX Pens black OHP perm $2.20 $4.40


1 W98765 1 Wall year planner $10.12 $10.12

TOTAL $124.48



You should now complete the following set of despatch documents.

1. Multi parcel delivery label

2. Consignment note



3. Postage paid sticker

4. Parcel delivery record sheet

There is feedback on this activity at the back of this Learner’s Guide.



Activity 13: How do I pack stock items for despatch?

Your trainer is required to provide you with an order of picked stock items that are to be packed and despatched.

You are to select appropriate packing equipment, pack each item, and place each in the correct despatch location.

When all items are ready for transport collection, advise your trainer.



Activity 14: What are the methods to complete despatch documentation in my warehouse?

Your trainer is required to provide you with a series of company documents that are to be used for a despatch task.

You are to complete the despatch documentation according to the information contained on an order that the trainer will also provide.

When the documentation is complete, give it to your trainer.



Section 6

What must be done when complaints are received?



Section outline


Company policy (attitude to customers, responsibilities of trainer)

Referral to delivery records

Incorrect stock items and quantities

Incomplete delivery address

Bad company image and possible loss of customers

Costs of re-‐issue and re-‐delivery

Bad packing, leading to damaged goods being delivered



What must be done when complaints are received?

If a customer has a complaint about the despatch of an order, you must deal with the complaint. The information you will need to access quickly includes:

• the packing date

• packing method

• copies or records of despatch documentation

• any other information associated with the order.

You should written the correct delivery address and reference numbers on all despatch documentation. This will allow you to access the details needed to follow up any customer complaints.



Activity 15: How do I deal with despatch complaints at my warehouse?

Discuss with your trainer the policy your company has regarding your dealing with despatch complaints.

List below the main points from that discussion.

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Activity 16: What are the details I must access so that a complaint can be actioned?

Discuss with your trainer what information you should provide when a customer service complaint is received.

Place a tick beside the information that may be required to action a customer complaint.

Transport company _____________

Delivery address _____________

Accounts department address _____________

Delivery reference number _____________

Customer contact name _____________

Date of packing _____________

Date of despatch _____________

Consignment note numbers _____________

Delivery record sheets _____________

Quantities and brands of stock items _____________

Delivery costs _____________

Packing methods _____________



Additional resources



References:

Point to point ULD/multi parcel labels

Multi parcel or point to point labels are used when different parcels or packed stock items are despatched to the same delivery address. The packed stock items are usually placed in aluminium containers called Unit Loading Devices (ULDs).

You must make sure that the addresses are written in full on these labels, so that the parcels will be delivered as soon as possible. The delivery address, sender’s address and the consignment note number are the most important pieces of information on these labels. These will be used, if necessary, to trace the delivery of the goods.

See page 45 for an example.

Parcel consignment labels

Parcel consignment labels are used to identify which parcels are to be delivered in a multi-‐parcel delivery system. Each ULD must have the same consignment number appearing at the bottom of the label. You must make sure that the same consignment number appears on all ULDs to be delivered.


Postage paid labels

Postage paid labels are used when single parcels are to be sent to customers. The labels indicate that the postage will be paid by your company, as part of its accounting arrangements with Australia Post. These labels save time by removing the need to write how postage will be paid. The receipted delivery number will be different for each parcel.


Parcel delivery record sheets

These sheets can be used to record the despatch of a set of individual parcels for delivery to customers. They provide a neat way of summarising despatches over a period of time, and are when dealing with despatch complaints.




Feedback on activities

The responses provided in this section are suggested responses. Because every workplace is different, your responses may vary according to your specific workplace procedures, the equipment available and the nature of the business.



Activity 3: How do I check the picked stock items against a customer order?

There were two errors in the table of picked stock items.

The correct items that should have been picked are:

Quantity Product code

Unit Description Price Total

2 OHP5977 Box Pens black OHP perm $2.20 $4.40




Activity 12: How do I complete despatch documentation?

1. Multi parcel delivery label

2. Consignment note



3. Postage paid sticker

4. Parcel delivery record sheet

tlia2107c - despatch stock - learner guide

Documents

despatch complete despatch

unit tlia2107c despatch

delivery of packed stock

required picked stock

aboutthis learners guide

armstrongs driver education

workplace order

correct packing important