Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

TLII0003 Mapping and Delivery Guide
Optimise delivery service

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency TLII0003 - Optimise delivery service
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to optimise the delivery of service within a business.It includes planning delivery service practices, monitoring and implementing continuous improvement strategies, and evaluating, reporting and rectifying delivery service strategies to customers. Work is performed under minimal supervision.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field I - Customer Service
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Plan delivery service practices
  • Customer contract requirements are planned and accurately assessed and prioritised using all relevant data sources in accordance with workplace procedures
       
Element: Customer feedback is clarified, accurately assessed and prioritised using all relevant data sources in accordance with workplace procedures
       
Element: Delivery plan including cargo requirements are obtained, interpreted, clarified and applied to the development of a work plan in accordance with regulatory requirements, applicable codes of practice and workplace procedures
       
Element: Critical aspects of route including relevant restrictions, limits, permit requirements, clearances and infrastructure works are accessed to optimise distribution business costs and meet required customer delivery window
       
Element: Schedules and workplans are analysed against operational capacity including equipment and staff to ensure optimal matching type of transport to load and capacity in accordance with workplace procedures and regulatory requirements
       
Element: Strategies are identified to address deficiencies in operational capability and availability in accordance with workplace procedures
       
Element: Monitor and implement continuous improvement strategies for delivery service
  • Realtime performance data and outcomes are analysed against planned objectives, task instructions and specifications to ensure all requirements are met in accordance with workplace procedures
       
Element: Strategies to address identified deficiencies in operational capability and availability are undertaken to improve future workplace effectiveness in accordance with workplace procedures
       
Element: Quality standards and planned processes are proactively checked regarding non-compliance of regulatory requirements and appropriate action is initiated to report and rectify identified problems to level of authority
       
Element: Stakeholder concerns including suppliers, third party providers, employees and customer suggestions for service improvements are acted on in accordance with workplace procedures
       
Element: Relevant regulations and codes of practice for logistics are monitored, identified and appropriate action is initiated to ensure ongoing compliance of processes and systems
       
Element: Evaluate, report and rectify delivery service strategies to customers
  • Review customer satisfaction with delivery service using verifiable and objective data in accordance with workplace procedures
       
Element: Changes necessary to maintain delivery service standards are identified and reported to relevant person/s in accordance with workplace procedures
       
Element: Improvement recommendations and implementation strategy are prepared from verifiable evidence on future direction of customer delivery service strategies in accordance with workplace procedures
       
Element: Business technology and/or online systems, records and reporting procedures are used to compare changes in customer satisfaction in accordance with workplace procedures
       
Element: Relevant data is reviewed and evaluated against customer contract and delivery service requirements and non-conformances are identified and rectified in accordance with workplace procedures
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non -essential conditions may be found in the Companion Volume Implementation Guide.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer contract requirements are planned and accurately assessed and prioritised using all relevant data sources in accordance with workplace procedures 
 
 
 
 
 
Realtime performance data and outcomes are analysed against planned objectives, task instructions and specifications to ensure all requirements are met in accordance with workplace procedures 
 
 
 
 
Review customer satisfaction with delivery service using verifiable and objective data in accordance with workplace procedures 
 
 
 
 

Forms

Assessment Cover Sheet

TLII0003 - Optimise delivery service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

TLII0003 - Optimise delivery service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: