tlie807c - process workplace documentation - learner guide

TLIE807C Process

workplace

documentation Learner Guide

Contents

What this Learner’s Guide is about ........................................ 3 Planning your learning ........................................................... 4 How you will be assessed ...................................................... 6

Section 1............................................................................................. 7 Plan documentation ............................................................... 7

Section 2........................................................................................... 17 Complete documentation ..................................................... 17

Additional resources....................................................................... 25

TLIE807C Process workplace documentation

Page 2 © Australian National Training Authority 2003 ADELG1046 Customised and developed by Armstrong’s Driver Education Pty Ltd September 2008


© Australian National Training Authority 2003 Page 3 Customised and developed by Armstrong’s Driver Education September 2008 ADELG1046

What this Learner’s Guide is about

This Learner’s Guide is about the skills and knowledge required to process workplace documentation including planning the documentation to fulfil the identified purpose and completing the documentation in accordance with requirements. Documentation may include forms, logs, diaries and basic hand-‐written or typed reports. It may also include entry of information into computer-‐based documents and forms.

The Elements of Competency from the unit TLIE807C Process workplace documentation covered in this Learner’s Guide are listed below.

Plan documentation

Complete documentation

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



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: Plan documentation

Are you able to: Yes No

1. explain how the writing you are required to complete in the workplace will be used?

2. state who the user of the information that you complete will be?

3. state what is to be recorded in various forms and where this information is to be obtained from?

Section 2: Complete documentation

Are you able to: Yes No

1. explain how the appearance and accuracy of your forms affects the way your customers see you and your organisation?

2. list and explain the key points that will help you to produce accurate and professional forms for your customers?



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:

• complete workplace form (3 examples).



Section 1

Plan documentation



Section outline

Areas covered in this section

Determining the purpose and audience of workplace documents

Making the task of writing easier



The purpose and audience of workplace writing

Determining the purpose and audience

There will always be a purpose and audience for the workplace writing you will be required to complete.

To ensure that your writing is effective, it will help you to know:

• why you are required to complete a writing task

• who the person/s who read what you have written will be.

Before completing any writing in the workplace, it will be helpful for you to ask yourself two questions;

1. Why is the writing I am about to complete necessary? (How will the information be used?)

2. Who will read the writing I am about to complete? (Who will use the information that is written?)

If you do not know the answers to these questions, ask someone in the workplace to tell you.

Making the task of writing easier

Knowing the answers to the two questions above will make the tasks of writing easier for you. Planning for completing a document involves the three aspects as follows.

1. What information must be included

When you know the purpose of the form or how the form will be used, you then know what information is critical. For example, a stock loss/damage report in most organisations is used to determine who will be responsible for paying for the loss/damage of stock. Sometimes, it can also be used to identify common problems that may be avoided in the future.

When you know how forms will be used, you can more easily understand the information that will help your organisation.



2. What problems can be avoided by completing forms accurately

When you know who will use the form and how it will be used, you will better understand the kinds of problems that can be created if information is not completed accurately. For example, if you record the incorrect weight of goods, the customer or your organisation will lose money, also, the driver may put a heavier load on the transport vehicle than is allowed, etc.

3. What words to use

When you know how the form will be used, and who will read it, you can select the best words to use. For example, forms that are used only by drivers in the company can have coded information as the drivers will no doubt be trained to understand codes. A form for a customer, like an invoice, may need to be more detailed as the customer is unlikely to understand your organisation’s codes. Most customers need to understand the details on their invoices so they know what they are being charged for.



Activity 1: What is the purpose and who is the audience for the various workplace documents?

You may do this training task on your own or by talking to other people in your organisation.

Below is a list of forms commonly used in the transport industry. Speak with your trainer and identify the forms you will be required to complete as part of your job. • tax rebate form • stock loss/damage report • injury form • motor vehicle accident proforma • run sheet • log book/travel log • Invoices • Freight inwards/requisition order/ inwards goods form • Freight forwarding form/consignment note/outward goods form.

Identify any other forms you may be required to complete.

Attach your workplace forms to this page.

For each form you are required to complete, answer the questions below.



Form name: __________________________________________

Why is this form completed? (How will it be used?)

____________________________________________________

____________________________________________________

Who will read this form? (Who will use the information that is recorded in this form?)

____________________________________________________

____________________________________________________

Form name: __________________________________________


____________________________________________________

____________________________________________________


____________________________________________________

____________________________________________________

Form name: __________________________________________


____________________________________________________

____________________________________________________


____________________________________________________

____________________________________________________



Form name: __________________________________________


____________________________________________________

____________________________________________________


____________________________________________________

____________________________________________________

Form name: __________________________________________


____________________________________________________

____________________________________________________


____________________________________________________

____________________________________________________

Form name: __________________________________________


____________________________________________________

____________________________________________________


____________________________________________________

____________________________________________________



Form name: __________________________________________


____________________________________________________

____________________________________________________


____________________________________________________

____________________________________________________



Activity 2: What information is to be recorded in workplace documents and where is this information obtained from?

You may complete this activity on your own or by talking to other people in your organisation. • Collect copies or make photocopies of all the forms you will be

required to complete in the workplace. • Label each space that you must complete with a number. • The table below shows you some of the information that is

required to fill in a stock loss/damage report. • Fill out forms from your workplace using information obtained

from your work environment or information given to you by your trainer.

No. What information is recorded in this space?

Where is this information obtained from?

What, if any, are the critical points to remember?

1 Claim number To be obtained from office staff.

It is one number higher than the last claim form that was completed - refer to claim log book.

2 Driver name Driver’s first and last name.

3 Driver number Found on the driver I.D. card.

If the driver has not yet been issued with the number, office staff must issue one before the claim form can be filled out.

4 Company who was sending stock

Located on invoice for the transport of goods.

It may also be obtained from the details on the work sheet.



No. What information is recorded in this space?

Where is this information obtained from?

What, if any, are the critical points to remember?

5 Name of person from company that is to be contacted - usually the person who booked the transportation

Found on the invoice for the transport of goods.

If the order exceeds X amount, find out who the manager/owner of the organisation is.

6 Telephone number of company

Found on the requisition order.

7 Date of damage

8 Time of damage Be as specific as possible. Might have to be time when damage was noticed, and if this is the case, specify this on the form for office information.



Section 2

Complete documentation



Section outline

Areas covered in this section

Importance of appearance and accuracy

How to complete your forms professionally



Writing and your customers

Importance of appearance and accuracy of forms

The appearance and accuracy of your forms can affect the way that your customers see your organisation. Care in how you prepare your forms will help your organisation to appear professional and to gain the respect and trust of external customers. When you complete your forms carefully, your customers will be able to see that your organisation is concerned about doing things right.

Your reputation within the firm (with your internal customers -‐ co-‐workers), will also be more firmly established when you take care in completing forms. Your co-‐workers will know they can depend on the information you provide, and they will be able to obtain information from the forms you complete, easily.

How to complete your forms professionally

Below are some useful points that you may use to help you to complete forms accurately and professionally.

Keep forms clean

Make sure your hands are clean and clean the work area/bench before placing the form on it.

Write neatly

Unless your writing is especially neat, it is advisable that you print on forms. Block letters (capital letters) may also be used.

Read instructions clearly

Sometimes forms give instructions on how they are to be completed. For example, a form may direct you to use block letters, and it may have a section marked ‘office use only’. There may also be directions on who is to receive each individual copy, if there are copies of the form. Reading the instructions carefully will help you to avoid any unnecessary delays and misunderstandings.



Provide accurate information

Check that what you are writing on the forms is accurate. If you are unsure, ask the relevant person. Recording information you are not certain of can lead to problems later. Accurate information will ensure that what is supposed to happen will happen.

Spell all words correctly

Spelling customers’ details correctly is critical to establishing a good reputation. Check the details if you are unsure about a customer’s name, his/her company name and/or location details. Your organisation will most probably have customers’ details recorded somewhere. If filling out forms as you speak with customers, ask them to spell out any words and names you are unclear of. If there are words you cannot spell, look them up in the dictionary or ask a co-‐worker.

Use correct codes/descriptions

Most transport organisations use codes and specific descriptions of goods to be transported. The correct coding and descriptions help everyone in the workplace to clearly understands what goods are to be transported.

Fill in all the necessary spaces and information

Leaving spaces blank and not providing necessary information can lead to delays and problems.

Take copies of personal forms

When filling out forms that are personal such as tax rebate forms, accident forms, etc, take a photocopy for you own reference. You will have copies to refer to if there are any concerns at a later stage, and the copies will help to remind you of the details on these forms.

Use short sentences

If there is a need to write sentences in any forms you complete, keep the sentences short. Short sentences are far easier to read and understand.

Avoid folding forms to many times

Forms with many folds look messy. If you must fold the forms, limit the folding as much as possible.



Check completed forms

When you have completed the forms, check for the following:

• spelling is correct

• accuracy of the information

• easily understood

• filled out completely.

Complete forms on time

Make sure that all logs or diaries are completed in good time. A delay in completing documents can lead to omissions or inaccuracies. For example, accident report forms should be completed immediately after emergency Occupational Health and Safety issues have been dealt with.



Activity 3: How professionally and accurately are forms completed in your workplace?

With your trainer, select a number of completed forms from your workplace and make copies. These forms may have been completed by you or by co-workers. Use the checklist to decide if the forms have been completed to the standard required in your workplace. You may need to add or delete points so the checklist better suits the requirements of your workplace. Make extra copies of the checklist if your trainer would like you to examine more than two completed forms.



Form name: __________________________________________

Yes No Comment on how it might be improved if it is not professional

Is the writing neat and easy to read?

Is the form clean and not soiled or messy?

Has the number of folds in the form been limited to the minimum?

Is the information accurate?

Have all the words been spelt correctly?

Have the correct codes and descriptions been used - codes that everyone can understand?

Have all the necessary spaces been filled in?

If sentences have been used, are the sentences short and easy to understand?

Would your organisation be considered professional by the appearance and accuracy of this form?



Additional resources



Print based:

• standard forms used in the workplace

• Standard Operating Procedures (SOP)

• Quality manuals

• induction material

• notes from training programs designed to help you learn how to do your job.

tlie807c - process workplace documentation - learner guide

Documents

workplace procedures

complete workplace form

audience of workplace

sort of simulated workplace

aboutthis learners guide

complete documentationare

easier page

plan documentationare